Ex-Apple worker reveals secret ‘surprise and delight’ policy that gives polite customers FREE gadgets

AN ex-Apple worker has shared the store’s secret ‘surprise and delight’ policy – which is reserved for polite customers only.  If you ever wondered why the store fixed your phone for free after you dropped it in the bath, it’s probably because you charmed one of the staff.  A former employee, called Tani, revealed the […]

AN ex-Apple worker has shared the store’s secret ‘surprise and delight’ policy – which is reserved for polite customers only. 

If you ever wondered why the store fixed your phone for free after you dropped it in the bath, it’s probably because you charmed one of the staff. 

TikTok / tanicornerstone

An ex-Apple worker revealed the store’s secret surprise and delight policy[/caption]

A former employee, called Tani, revealed the global corporation has an informal reward system in place for kind customers. 

Sharing a video on TikTok, Tani claimed every staff member had a quota of free upgrades and repairs they were allowed to give out each month. 

So if you had to pay full whack for your repair, it could be because you annoyed a team member. 

Tani said: “I used to work for Apple. So the first thing; rude customers, like we got some psychos in that store, but if you’re rude to the geniuses or the concierge people, you will get your problem fixed most likely – however you are going to pay for it.

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Tani claimed workers reserve this for polite customers, and rude people have to pay[/caption]

“But then you come across some really amazing people and there was a term that Apple used called ‘surprise and delight’.

“So essentially every genius and staff member had a quota that they were able to go above and beyond and surprise customers.

“I used to see a lot, people would come in with like water damaged phones and you’re not allowed to replace those without a fee. However, the geniuses used a ‘surprise and delight’ to be able to give somebody a free replacement.”

TikTok / tanicornerstone

She said all staff get a quota of free upgrades each month which they dish out as they please[/caption]

Nearly 900,000 people have watched the clip, which she labelled ‘Apple goss tips and tricks’, with it racking up numerous comments. 

Fellow staff members confirmed the policy was real, while customers who benefitted from a ‘surprise and delight’ shared their thanks. 

One person wrote: “This is why your always nice to people. You never know who your talking to and what they could do for you [sic].” 

TikTok / tanicornerstone

Thousands of people commented with some customers claiming they got a surprise and delight[/caption]

Another wrote: “Sooo true! I was gifted a replacement hard drive. It was such a nice surprise.”

A third commented: “She’s speaking facts. I know this because someone replaced my water damaged phone for free, bless him.” 

And this fellow worker added: “100% loved being able to do this. It would really bless some customers who couldn’t afford big repairs and who really needed the help.”

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