Apple Customer Service Sucks Arse

[mackage]

The call back was to inform that some customers might have a faulty drive. It doesn't by default say your drive is faulty. Use it if you see any issues bring it back.

Wrong....

Quoted right from the email:

"Our records show that you have an iMac with an affected 1TB Seagate hard drive. Apple will replace your hard drive with a new one, free of charge, under the iMac 1TB Seagate Hard Drive Replacement Program."



Not to mention, I have noticed my computer doesn't want to wake up from sleep the past 2 days.

Maybe I'm missing something, but has Apple abandoned the practice of allowing warranty/recall repairs at Apple authorized businesses?

It shocks the hell out of me, this suggestion that the Apple Store is the only place this service can be done. Maybe it's the way these days, but I know my first iMac repair was done at a non-Apple Store before they existed where I live.

As for the OP, I totally get the frustration of having something wrong with your computer and the inconvenience of taking it in for repair (even if it's only 15 minutes away, not an hour)... but to expect that they'll do in-home repairs as a matter of course is nothing short of ridiculous. Surely you wouldn't expect Honda to send someone to your home if something on your car (that didn't require it to be hoisted) was recalled... would you?

If it's not bolted down, prohibitively large or service based (i.e: a cable box), I guess I would be shocked if a company came to my home to do a recall-related repair, whether it's a computer, TV, or whatever.

Where does it state I expected them to come to my home and repair it. That was their idea BUT only if I buy Applecare. This is common practice for those who want it and buy Applecare. I wanted to send it in. They wouldn't let me.

 

[wordoflife]

Show us where your response had anything to do with the initial post, and where you lent any information. Show us why you stated a bunch of facts that simply made no sense after reading the initial post.

Look, I was just trying to be helpful.
It's not in Apple's policy to do what you are expecting (read http://www.apple.com/r/store/applecare/APPTermsConditions.pdf). You got lucky with them trying to work things out, but can't seem to appreciate it. You are not the only one who has a faulty iMac and you are not the only one who's nearest Apple store is an hour or more away. You, for whatever reason, think that you have some sort of entitlement but you don't. With your attitude, I'm not surprised they hung up on you.

 

[Rocco83]

You do have an option though. You can send yours right back to them because you just received it and it hasn't been 14 days.


They won't even let me send mine in for repair. It's not just this issue that bothers me; it's the fact that is anything ever goes wrong with this unit, I have to pack it up and drive for hours in addition to sitting in an Apple store waiting for repair.

True. After saving and saving and finally receiving it, sending it back in less than 24 hours after receiving it is the last thing I want to do. Again, at least I do have the option. Hopefully you'll get your issues all worked out.

 

[Obscurelight]

Hmmm I hope everything works out for you another person on the forums said that Apple Care techs won't accept units that are sent in and will have to take it to the apple store to get it taken care of.

 

[mackage]

Something like that... Do you know how many car recalls there are every year? Wouldn't it be nice if they came to your house and fixed your car? Or if you buy a new shirt, then notice it has a tear under the arm, would't it be nice if a seamstress was there to fix the tear before you even hung up the phone? Hmmm, I wonder what dell or hp would do in this situation? They'd probably let the OP verbally abuse them for an hour, then ship him a brand new pc and let him keep the old one. "I have to drive an hour to get a free repair for my computer". Give me a break!!!

It's an hour each way not including the time I have to sit there.....for a computer I haven't even owned a month.

 

[Apple OC]

It's an hour each way not including the time I have to sit there.....for a computer I haven't even owned a month.

they will most likely not fix it on the spot ... count on 2 trips

 

[mackage]

Not reading anything between the lines, I never said the OP verbally abused anyone, I wondered what dell or hp might do, would they let customers do that? It is unreasonable for the OP to expect Apple, or any other company, to make a house call to fix this problem. I am sure most customers wouldn't expect them to. Anyway, my opinion, not going to argue about it with you, Rocco.

FOR THE LAST TIME....they told me if I buy Applecare, there is an option for in home service. I wanted to send it in for repair from the beginning.

There are more people than I thought that simply don't know how to read on this forum.

they will most likely not fix it on the spot ... count on 2 trips

Thanks. I figured that as well. So now we are talking days without my computer and 4 hours of driving.

 

[GGJstudios]

Needless to say. I will never buy an iMac again.

Based on your posts, which yes, I did read, this sounds like your best bet. Enjoy your new PC.

 

[iVeBeenDrinkin']

I guess as a very satisfied Apple customer, I will stop reading threads complaining about Apple customer service. They always result in the OP calling people fanboys for being happy with their Apple products... Hope you get the fix, night.

 

[mackage]

Based on your posts, which yes, I did read, this sounds like your best bet. Enjoy your new PC.

I will. At least if my hard drive fails, I can change it myself within 2 minutes and not void the full warranty of my computer.....I also won't waste $60 in gas, days of downtime, time spent talking to a bunch of douche bags on the phone, and 4 hours sitting in a vehicle.

 

[gangof4]

The e-mail said a small number might crash under certain conditions. I'm just going to back up hourly and ride it out. If Apple is being truthful in how they describe the score of the problem, the odds are it won't fail anytime soon.

 

[mackage]

I guess as a very satisfied Apple customer, I will stop reading threads complaining about Apple customer service. They always result in the OP calling people fanboys for being happy with their Apple products... Hope you get the fix, night.

Was this thread about their products or their customer service after a sale? You might want to read the thread title.

The e-mail said a small number might crash under certain conditions. I'm just going to back up hourly and ride it out. If Apple is being truthful in how they describe the score of the problem, the odds are it won't fail anytime soon.

"Apple has determined that a very small number of 1TB Seagate hard drives used in 21.5-inch and 27-inch iMac systems may fail under certain conditions. These systems were sold between May 2011 and July 2011.

Our records show that you have an iMac with an affected 1TB Seagate hard drive. Apple will replace your hard drive with a new one, free of charge, under the iMac 1TB Seagate Hard Drive Replacement Program.

Apple recommends replacing your affected hard drive as soon as possible. "


I take this as a small amount of the total population, but you are one of those affected. Read the last sentence.

 

[TraceyS/FL]

Dell has in-home service... A friend had a tech at her house twice to replace the speakers in her laptop.

To the OP, I had over 38 hours in driving into my laptop repair last year. I was not happy at all. They did end up doing the warranty work after my apple care had expired, but it didn't make up for the insane amount of time and money I spent going there (also an hour away).

You could call and ask for Customer Relations on Monday, they have more authority to sort out stuff like this.

 

[mackage]

Dell has in-home service... A friend had a tech at her house twice to replace the speakers in her laptop.

To the OP, I had over 38 hours in driving into my laptop repair last year. I was not happy at all. They did end up doing the warranty work after my apple care had expired, but it didn't make up for the insane amount of time and money I spent going there (also an hour away).

You could call and ask for Customer Relations on Monday, they have more authority to sort out stuff like this.

Will do. Thanks.

 

[aristobrat]

The MacRumors front-page article on this says "Apple or an Apple Authorized Service Provider (AASP) will replace affected hard drives free of charge."

Are there no Apple Authorized Service Providers located between you and the Apple Store that's an hour away?

 

[mackage]

The MacRumors front-page article on this says "Apple or an Apple Authorized Service Provider (AASP) will replace affected hard drives free of charge."

Are there no Apple Authorized Service Providers located between you and the Apple Store that's an hour away?

As already stated, no. The service providers are just as far away as the closest Apple store.

 

[aristobrat]

As already stated, no. The service providers are just as far away as the closest Apple store.

Ah, OK. I saw where you stated the service provider that would drive out was an hour away, but in my area, most service providers don't offer "drive out service", so wasn't sure if there was one of them closer.

Def. give Apple Corp a call on Monday and see what they can do. I wouldn't be surprised if they just sent you a new iMac and recalled your old one.

 

[guitargoddsjm]

"Apple has determined that a very small number of 1TB Seagate hard drives used in 21.5-inch and 27-inch iMac systems may fail under certain conditions. These systems were sold between May 2011 and July 2011.

Our records show that you have an iMac with an affected 1TB Seagate hard drive. Apple will replace your hard drive with a new one, free of charge, under the iMac 1TB Seagate Hard Drive Replacement Program.

Apple recommends replacing your affected hard drive as soon as possible. "


I take this as a small amount of the total population, but you are one of those affected. Read the last sentence.

All this means is that you happen to have a hard drive from a batch of hard drives that has a higher-than-average likelihood of failing. Yes, you should get it replaced, but if this is a huge hassle, I'd put it off.

Regardless of your hard drive, you should be backing your computer up with Time Machine, so if your hard drive DOES fail, you can get a replacement and restore from the backup and you'll be fine data-wise.

Edit: Removed the part about Apple auth service providers, saw you addressed that already

 

[Hrududu]

Didn't realize we were talking about cars, clothes, Dell, or HP. Me, personally I buy Apple because of quality so I don't have to deal with inferior quality. Also, I don't remember him saying he verbally abused anyone for an hour. Apparently there is a lot between the lines that only you can read...

If you bought an Apple computer because of quality, then you're a very misled person. Apple computers have problems just like anything, especially when it comes to components that are NOT made by apple like a HDD.

 

[JamSandwich]

Where does it state I expected them to come to my home and repair it. That was their idea BUT only if I buy Applecare. This is common practice for those who want it and buy Applecare. I wanted to send it in. They wouldn't let me.

Tell you what, I'll take blame for missing the part at the end where you say you wanted to ship it, you can take the other half for this complete paragraph that sure reads like you were angry because they wouldn't come to your house and fix it:

Here is why I eventually was angered. They told me that unless I buy Applecare (2 extended years of warranty) I don't qualify for on site service which means they send someone to your home to repair your unit on site. That sounds pretty odd seeing as I have a 1 year warranty on my computer and I haven't even had it for 1 month. So I asked to speak with a supervisor, and he agreed to pay for the on site service but stated he wasn't even sure the repair facilities would drive to my home seeing as they are an hour away, one way.

 

[Typswif2fingers]

Mate it is bloody annoying, especially lugging the 27" around...

I can completely understand the frustration and anger.

Tbh.. I never had any problems and I live close to the store...

But it is interesting to see that they would not provide in-home service for their new equipment.. Never having had any problems, I never needed to look into that.. But, for some reason, that strikes me as ****.

A company that just made **** tins of money from people like... well.. you and me..

Of course, they have their contracts and one ought to have one's eyes bleed out while one reads 'em...



Having said that, I believe that you might have to play this politically/diplomatically to get something from the bastards.. Try to talk to the higher line of customer relations

Try to get them to fix it on their own cost... Don't loose your cool.. trust me, it won't help you... I've been known to tell banking reps where to go.. It doesn't help... It never does...

Or if you can't win there... try maybe to compromise.. get them to come and fix it in-situ but you pay for the expense, it may be possible and more convenient than you lugging the bloody thing around...

Or their recognised repair man....

Or anything else

In any case good luck...

 

[iamthedudeman]

Why is everyone attacking the OP?

Yes he acted like a jerk in his second post, but do you blame him? He is frustrated and rightfully so. Apple's customer care is top notch, but even they sometimes drop the ball or someone you talk to there does regardless.

With that being said, you will get more with honey than hot sauce so to speak. You just talked to the wrong person from the get go got mad and it snowballed from there.

Call them back, but be courteous and polite. Reserved. I have never gone to the store and got a imac serviced. They always send me a replacement in the mail. No questions asked. Explain to them you live too far away and they will treat you right. And I own a business and sent more than a few to them. They usually replace the faulty imac with a better one.

Ordered a imac 21.5 2011 with SSD. Four week wait time, sent me a free Magic track pad, and Wacom bamboo touch. About 200.00 dollars worth of stuff.

Ordered a 2010 27 I7 with SSD and they sent me ground shipping instead of two day. Called them up and explained my situation and they gave me free Applecare.

All of this without even asking. Stay calm tell them your situation, ask their name and i guarantee you they will exceed your exceptions. Keep in mind that is another person on the other end who also might be frustrated and upset from dealing with customers. Catch them off guard, how are you? What is your name? Man the weather here is horrible, how is it there? Just shoot the sh## with them get them to relax and then tell them your problem. I know you are frustrated but they might be to. When you have two frustrated people trying to solve a problem it just isn't going to happen.

Trust me this works every time. Hope this helps.

 

[chrono1081]

I just bought a new iMac a few weeks back and everything has been fine. Then, I got an email today stating that my iMac may have a faulty hard drive and it needs to be replaced asap. Ok, so I call Apple to see what I have to do. Basically, after talking to numerous people and getting angry the last person I spoke with hung up on me.

Here is why I eventually was angered. They told me that unless I buy Applecare (2 extended years of warranty) I don't qualify for on site service which means they send someone to your home to repair your unit on site. That sounds pretty odd seeing as I have a 1 year warranty on my computer and I haven't even had it for 1 month. So I asked to speak with a supervisor, and he agreed to pay for the on site service but stated he wasn't even sure the repair facilities would drive to my home seeing as they are an hour away, one way.

The nearest Apple store is a 1 hour drive each way so if I ever need a repair to my computer I have to drive a minimum of 2 hours and sit there while they repair it. Ridiculous.

They won't let me send it in to them for repair as they state they only do that for laptops. All I wanted to do was send it in for repair.

Needless to say. I will never buy an iMac again.

That right there is 100% your fault. If you are mean to people don't expect them to take care of you.

Heres some stuff that being nice did for me when I called Apple, and most recently today, Yakima.

Apple: Being nice got me an upgrade from a refurb Apple Cinema Display to a brand new Apple Cinema display (outside of the return window!) and a $170 credit for my "inconvenience". The new monitor was even rush shipped to me free of charge. I never asked for any of that, Apple just did it.

Apple again: Being nice got me free Apple care on above Cinema display because the rep let me bundle it with a recent macbook pro purchase even though they were not purchased on the same ticket.

Yakima: Being nice got me not only a replacement to a defective roof rack, but an upgraded model for free worth almost double the original one I had and they are potentially paying for my damaged kayak as soon as I send them pictures.

There are a lot of things customer support can do for you that they don't do for everyone. These people get yelled at all day by angry customers and will often go out of their way to help the people who are nice, polite and courteous to them and don't insult the products of the company they work for.

Defects in products happen, its a way of life no matter how good the products are. Be glad Apple came out and said something about it instead of being like many other companies who cover issues up (Dell and the capacitor scandal comes to mind).

Others have already discussed the reasons why you have to take it to an Apple store to be repaired or send it in and it makes perfect sense, Apple can't hire 10,000 people to drive all over the country swapping hard drives and its not good to let the user do it themselves.

 

[mackage]

That right there is 100% your fault. If you are mean to people don't expect them to take care of you.

Others have already discussed the reasons why you have to take it to an Apple store to be repaired or send it in and it makes perfect sense, Apple can't hire 10,000 people to drive all over the country swapping hard drives and its not good to let the user do it themselves.

Great! Another person who can't read but wants to comment!!

As I have stated many times, I was very calm for the first 29 minutes of holding and talking on the phone. The last minute when they didn't offer a reasonable resolution after wasting 30 minutes of my time, I was angered.


Also, and again, as I have stated before, I WANTED TO SEND THE UNIT IN FOR A REPLACEMENT HARD DRIVE AND THEY WOULDN'T LET ME!!!! It does make perfect sense....BUT THAT WASN'T AN OPTION.


For all those who are getting ready to comment....read the thread.....or don't comment.

 

[chrono1081]

Due to your sheer aggressiveness on the threads I can see why Apple didn't help you.