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Telus being unexpectedly generous
Aug. 6th, 2016 11:15 amSo, Telus gave me a brand-new free Otter Box yesterday for my phone. I went in just after work because a portion of the touchscreen has become unresponsive lately. I thought it might be a problem with the Otter Box's clear plexiglass screen, which covers the actual iPhone touchscreen. I tried to take the case off, to figure out for sure whether it was the Otter Box screen or the actual screen underneath, but I couldn't get the damn case off. So I figured it was a Friday, I didn't have anything else to do after work, may as well ask Telus (who sold me both the phone and the case last spring) to take the case off, and if it proved the case was the problem, get them to sell me a new case.
I went in, and both the sales associates were with other customers. So I sat down on a comfy chair, tuned into the wi-fi and enjoyed the air-conditioning. I waited about half an hour, which was partly because I let a rather flustered elderly lady who came in after me go ahead of me. My mummy raised me to be polite, and the lady just needed a new charger and some reassurance. I'd been waiting for so long that a few more minutes didn't seem to matter.
Anyway, one of the sales guys, who turned out to be the assistant manager actually, finally came over, I explained the problem, and he said, "Oh, we'll just do an exchange on the case." I was surprised because I'd bought it over a year ago, and didn't have the receipt any more. But he said it was just fine, took the old case off and put a new one on for me, then bid me adieu and greeted the next person waiting.
It wasn't until I'd left the store that I realized in fact the unresponsive patch on the touchscreen was still unresponsive. I suppose I should've gone back and gotten them to take their shiny new case back and give me back my old case. But I didn't, because I'm a bad person. Got home, did Live Chat with Apple, as the Applecare hasn't expired yet, and it turned out the problem was a software issue, not a hardware issue. It wasn't the touchscreen at all, it was just wonky software, easily fixable. So now I have a fully functioning phone and a beautiful new case, all for the princely sum of zero dollars.
I salved my conscience a bit by emailing Telus and telling them how fabulous the customer service at that store was. I didn't rat the guy out for giving me a free case, as I didn't think his employers would appreciate it. Just said the customer service was stellar. Otter Boxes are fabulous. Sister once dropped her iPhone onto concrete from a great height (long story) and the Otter Box broke, but the phone didn't have a scratch on it. I'm a butterfingers, so having a heavy-duty case, particularly with a durable screen cover, is important to me. Plus, otters are cute. Otter Boxes are made of plastic, BTW, they're not made of otters.
I went in, and both the sales associates were with other customers. So I sat down on a comfy chair, tuned into the wi-fi and enjoyed the air-conditioning. I waited about half an hour, which was partly because I let a rather flustered elderly lady who came in after me go ahead of me. My mummy raised me to be polite, and the lady just needed a new charger and some reassurance. I'd been waiting for so long that a few more minutes didn't seem to matter.
Anyway, one of the sales guys, who turned out to be the assistant manager actually, finally came over, I explained the problem, and he said, "Oh, we'll just do an exchange on the case." I was surprised because I'd bought it over a year ago, and didn't have the receipt any more. But he said it was just fine, took the old case off and put a new one on for me, then bid me adieu and greeted the next person waiting.
It wasn't until I'd left the store that I realized in fact the unresponsive patch on the touchscreen was still unresponsive. I suppose I should've gone back and gotten them to take their shiny new case back and give me back my old case. But I didn't, because I'm a bad person. Got home, did Live Chat with Apple, as the Applecare hasn't expired yet, and it turned out the problem was a software issue, not a hardware issue. It wasn't the touchscreen at all, it was just wonky software, easily fixable. So now I have a fully functioning phone and a beautiful new case, all for the princely sum of zero dollars.
I salved my conscience a bit by emailing Telus and telling them how fabulous the customer service at that store was. I didn't rat the guy out for giving me a free case, as I didn't think his employers would appreciate it. Just said the customer service was stellar. Otter Boxes are fabulous. Sister once dropped her iPhone onto concrete from a great height (long story) and the Otter Box broke, but the phone didn't have a scratch on it. I'm a butterfingers, so having a heavy-duty case, particularly with a durable screen cover, is important to me. Plus, otters are cute. Otter Boxes are made of plastic, BTW, they're not made of otters.
