Apple’s ‘secret’ retail policy reportedly rewarded educated customers with free fixes and replacements


In a viral TikTok video, a former Apple Store employee revealed an alleged special program that retail employees could use to “surprise and delight” customers with additional benefits.

TikTok user @Tanicornerstone explained the alleged program in response to a video asking about “secrets that only employees know.”

“I used to work for Apple. So first thing; rude customers, like we had some psychopaths in that store, but if you’re rude to geniuses or the concierge, they’ll most likely fix your problem, however you want it. pay, “the former retail employee explained.

However, he adds that each staff member apparently has a specific number of “surprise and delight” cases that they could use to go beyond normal service for “really surprising” customers.

“I used to see a lot, people came in with water damaged phones and they are not allowed to replace them without a fee. However, the geniuses used a ‘surprise and delight’ to be able to give someone a free replacement,” she said .

Commenters on the TikTok video corroborated the claim, including customers who received exceptional service or other former Apple Retail employees. Some, however, have refuted claims that Apple had such a policy, while others say the video mistakenly equates “surprise and delight” with programs that have since been discontinued.

His clip now has over 114,000 likes and generated 866 comments.

It is unclear if the “surprise and delight” program is still in effect, or if it was actually a retail policy. However, there seems to be a lot of anecdotal evidence to suggest that customers who are nice to retail staff may get better service.

“I was a BROKEN college student with an old MacBook whose battery needed to be replaced. The genie didn’t charge me,” said one commenter.

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