Mijn Klacht:

Absolute terrible customers service. I lost the charging case for my Airpods Pro 2 yesterday. Alternatively I tried to charge my Airpods Pro 2 in the charging case of my older Airpods Pro 1. That didn’t work. So I went to the Apple store in Amsterdam today to buy a new charging case for my Airpods Pro 2. They needed the serial number. But after checking my bluetooth connection on my phone for the Airpods Pro 2, the customer support employees discovered that this was the exact same serial number as from my Airpods Pro 1. The fact that I tried to charge my Airpods Pro 2, in the charging case of my Airpods Pro 1, automatically changed the serial number of the Airpods Pro 2 on my iPhone, to the serial number of the Airpods Pro 1. The customer support insisted that they needed the serial number before I could buy a new charging case. But there was no way for them to find that serial number. I called with Bol.com, where I bought the Airpods 2. They also could not tell me what the serial number is. I have the original receipt from Bol.com, but that also does not mention the serial number. The 2 serial numbers from the Left and Right Airpods Pro 2 itself, were still visible on my iPhone. But the customer support said they could not use those serial numbers to find the serial number from charging box, because the charging box has a separate serial number. So I asked them how are we going to resolve this. I need a new charging case, otherwise I cannot use my Airpods Pro 2, and I need them for work next week. They refused to sell me a charging case. They kept repeating that they need that serial number. The serial number I don’t have. Because Apple changes the serial number on my iPhone if I put the Airpods in another charging case. How was I suppose to know that. Half of the employees of the ‘Genius Bar’ did not know that. Then the manager tried to put the blame in my shoes, that I would been better if I made the purchase with them directly, and not with Bol.com (one of the biggest retailers in NL) that I should not have put the Airpods Pro 2 in the Airpods Pro 1 charging case. Even half of their Genius Bar support staff was unaware of this fact. How was I suppose to know this, they look exactly the same! I said that I wanted to hear a solution from them. That just saying we cannot help you is not a solution. They offered me a minor discount on a new set of Airpods, which costs ~300 euro. Instead of a new charging case, which cost 120 euro. Totally unacceptable. It is the extreme arrogance and complete unwillingness to find a suitable solution for a customer that really sticks. They think they can be really arrogant and give dreadful service because they have a monopoly. I just looked Apple up on Truspilot, to see what other people’s experiences are with Apple. They get a 1-star rating from 70% of reviews; 5.000 1-star reviews in total. No reactions from Apples staff on the complaints there. They don’t see the need. That says it all I think. It’s about time that they get real competition.

Gewenste Oplossing:

I want to buy a new charging case for my Airpods Pro 2