a mix of frustrations and good news

In a mixture of frustration and good experiences, I had my first contact with the support of Beats in Brazil. It all started when I bought a Beats Pill at an Apple Retail Store in Boston. Arriving in Brazil, after using the product for the first time, I noticed that she was not holding the load even after a full day in the socket. I remembered that Apple Brazil already supported some Beats products, so I called the 0800 support from Apple.

First frustration: the time to attend, the average was over 3 minutes listening to the traditional little song. Almost instantly, it came to first good impression, too. Apple’s attendants are typically much more cordial compared to other customer services. The person has already apologized for the waiting time due to the launch of the iPhones 6 and 6 Plus – and the release of the new system (iOS 8), but that Apple was already working to improve this.

Second frustration: after explaining the problem with the Beats Pill, the attendant took time to register the equipment in the system and find information so that everything could be resolved. To make matters worse, when he asked for a minute (perhaps to seek help), the line dropped.

Third frustration: calling again and going through another wait; fortunately, I also had the second good impression – I was attended by a person even more cordial than the first and who tried to get all my data.

Fourth frustration: the attendant said it was not at Apple support that the problem would be solved, but at Beats – she then gave me the number 0800-047-4404, however, as it was a Saturday, she said she would only be able to contact Monday. But as I am Brazilian and I never give up, I called anyway. And I did well (third good impression) because I was surprised to see that everything was working and that the attendant, also very cordial, helped me in several ways until we came to the conclusion that it was really a hardware problem.

Fifth frustration: because the product is not yet being sold in Brazil, I could only make the exchange in the USA. When I finally returned to the country (a week before Carnival), I returned to Beats Pill and preferred to get my money back.

When I came back from Orlando I had another problem with Beats product, this time with the phone Powerbeats2 Wireless.

The symptom was exactly the same (it no longer held the battery charge). This time I called Beats support in Brazil directly and, again very cordial, tried some procedures. A hardware problem was found. The attendant told me that she was aware that the Saraiva store in São Bernardo do Campo was accepting Beats products for exchange and gave me the number, but it was not yet an official Apple / Beats procedure, so it was necessary to have the product note – differently other Apple products.

I tried to contact the store, but they didn’t answer at all. So I decided to call the iPlace at Shopping Bourbon and asked if they accepted Beats products for support and exchange. The clerk asked what the problem was and, when explaining, he answered yes, but only with the product invoice.

At the same time I took the car and went to the store. After facing a small queue in the middle of Saturday in the support, I was very well attended by a technician who promptly opened the service order and warned me that the procedure for changing the Beats would take a little more time than usual because it was a new product – the normal term for exchanging iPhones, for example, is 5 to 20 business days. I know because I took the opportunity to take an iPhone 6 with problems with the vibration engine that I changed less than 15 days ago in the USA; but this is an agenda for another article and I hope to be able to use the support of the new store that will be opened in São Paulo – and that everything be done on the spot, as abroad. ?

Tip: if you have problems with Beats products purchased outside of Brazil, call 0800-047-4404; but if they are informed that it is not possible to exchange through Apple, give a call to someone authorized to confirm that they do not exchange – the procedures are new and not everything is properly disclosed within the company.