Agreed. He clearly missed your point (and some other good points made on this thread).
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Apple Customer Service Sucks Arse
- Thread starter mackage
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Agreed. He clearly missed your point (and some other good points made on this thread).
I think you should change the title of the thread to "Apple US Customer Service Sucks Arse" (or wherever it is you're dealing with them) because I happen to agree that if they require you to physically bring a product to a store an hour's drive or more away, it is pretty sad.
I have sent in iPods, Macs and just yesterday an iPad for service here in Japan. If I had to drive to the nearest Apple Store in Osaka it would be a 2 hour (each way) drive plus a few hundred bucks in tolls and gas.
When I have a problem with a product I set up a pickup on the support phone line or the website and Apple sends a courier to my home with an appropriate box to pick it up (on their dime of course). They fix it the day they get it and ship it back. It doesn't matter if it's an iPod, iMac, Macbook, Mac Pro, whatever.
The OP does seem to be a bit of a disagreeable sort but I can't argue with his assessment of Apple's customer service if they don't allow mail-in for all of their products for warranty service. That's BS.
I have sent in iPods, Macs and just yesterday an iPad for service here in Japan. If I had to drive to the nearest Apple Store in Osaka it would be a 2 hour (each way) drive plus a few hundred bucks in tolls and gas.
When I have a problem with a product I set up a pickup on the support phone line or the website and Apple sends a courier to my home with an appropriate box to pick it up (on their dime of course). They fix it the day they get it and ship it back. It doesn't matter if it's an iPod, iMac, Macbook, Mac Pro, whatever.
The OP does seem to be a bit of a disagreeable sort but I can't argue with his assessment of Apple's customer service if they don't allow mail-in for all of their products for warranty service. That's BS.
I was going to have a pop about mac vs pcs, ease of changing HDs etc but the more I think about it the more I feel for mackage. This is a product recall in a brand new mac, Apple should have bent over backwards to sort it. I imagine that they will be passing the costs on to Seagate anyway.
What Apple should have done, if customer service was really important to them, was courier a brand new one over then arrange for the old one to be returned. They could then have sold the old one in the refurbished store.
In the UK we have the Sale of Goods act; if a product is not as described or faulty you have the right for a full refund or replacement in the first 30 days. Hence no 2 trips, arrive once and leave with new computer. 31 days and its a different story though....
Having said all that, my HD failed 1 month outside of the 3 yr Applecare, and they replaced it for free as a gesture of goodwill.
So mackage, I feel for you, but chill a bit.... its not the fault of the people here
What Apple should have done, if customer service was really important to them, was courier a brand new one over then arrange for the old one to be returned. They could then have sold the old one in the refurbished store.
In the UK we have the Sale of Goods act; if a product is not as described or faulty you have the right for a full refund or replacement in the first 30 days. Hence no 2 trips, arrive once and leave with new computer. 31 days and its a different story though....
Having said all that, my HD failed 1 month outside of the 3 yr Applecare, and they replaced it for free as a gesture of goodwill.
So mackage, I feel for you, but chill a bit.... its not the fault of the people here
Being nice isn't going to help you on this one, at least not yet anyway. I was beyond friendly, telling the rep it certainly is not his fault, joking, etc.
Apple Care told me to try local stores and ask for a carry-in-carry-out exchange. I called all the stores and they said no. I ended up opening a dispute with my card company.
We might have a chance after enough complaints and/or charge-back attempts are opened and this reaches the right level at Apple. Until then, it's drop it off and come back another day right now. Once stores get drives in stock, you should get while you wait service.
I started my secure wipe and my new iMac will sit, useless.
Apple Care told me to try local stores and ask for a carry-in-carry-out exchange. I called all the stores and they said no. I ended up opening a dispute with my card company.
We might have a chance after enough complaints and/or charge-back attempts are opened and this reaches the right level at Apple. Until then, it's drop it off and come back another day right now. Once stores get drives in stock, you should get while you wait service.
I started my secure wipe and my new iMac will sit, useless.
My experience has been with the US they are completely un-sympathetic to the travel thing. I am also an hour drive from all stores and service centers.
I had a MBP repair last year that snowballed in a mess. The store sent the computer to the depot for the fan replacement because it would get done faster. For the ensuing fiasco, my Customer Relations rep did NOT want it sent to the depot, he wanted the store doing the repairs. Great, but it is an hour away. I have over 1200 miles into that repair...... And it is still not really right. 240 miles of it is to get the shift key fixed that the depot broke.
It would have left me feeling better if the guy had said, hey, I'm going to throw in a $25 iTunes card to help offset the gas expense. But he didn't.
I remember back when Apple had in home/business service. It was great.
In the OP's case they need to help him out some. Either replace the computer, let him ship it, or find someone willing to come out to his home.
So, OP, let's get this straight:
You call Apple and get angry with people genuinely trying to help you.
You then post on here and get angry with people genuinely trying to help you.
There seems to be a theme here, i.e. your complete lack of people skills and inability to deal with your fellow human beings. How can you expect people to want to help you if you behave in such a manner?
If I were Apple Support and spoke to you, I'd hang up too.
If I had something to contribute to this thread that might help you, I just wouldn't bother, as you don't deserve it.
You call Apple and get angry with people genuinely trying to help you.
You then post on here and get angry with people genuinely trying to help you.
There seems to be a theme here, i.e. your complete lack of people skills and inability to deal with your fellow human beings. How can you expect people to want to help you if you behave in such a manner?
If I were Apple Support and spoke to you, I'd hang up too.
If I had something to contribute to this thread that might help you, I just wouldn't bother, as you don't deserve it.
Ever heard of "Do as you preach"
Your people skills are so much better then his, contributing on "bashing" some on him for "bashing" some on others as you say.
Everyone gets frustrated at times, even you.
All he asked for is to be able to send in his new machine so they can fix a potential problem that is a 100% apples fault.
I would get a bit frustrated in this case as well, as most others would too, some just show it a bit more though.
Now go take a beer with Peter and relax a bit, but don't take to many and come back "bashing" me "as well"
That's BS, I've seen mean people get taken care of all the time. That has nothing to do with it. The dude payed $2500 for a computer that's less than 30 days old, they have to take care of him. If they don't, he can and should return the iMac.
I will simply return mine if they don't take care of the problem. I paid for it with AmEx and I know I can still return it. If Apple doesn't take it back, AmEx will definitely take care of disputing the charge. With AmEx you have a 180 days to request a refund, and the reason could be as simple as you don't like the product.
Errr, ANY Apple Authorized Service Provider can do this work for you, not only an Apple Store. (I work for an AASP so I would know)
And yes, if you have AppleCare you'll qualify for On-Site service. If you don't you have to take it in to a shop.
If my car has a recall, I'm pretty sure BMW won't send a mechanic to fix my ride in my driveway, so I'm not sure how this is much different or something to get angry about.
And yes, if you have AppleCare you'll qualify for On-Site service. If you don't you have to take it in to a shop.
If my car has a recall, I'm pretty sure BMW won't send a mechanic to fix my ride in my driveway, so I'm not sure how this is much different or something to get angry about.
If my car needs work done under it's warranty I go to work, leave the key with my secretary and at the end of the day pick the key up again from her. In that time the car has disappeared, been fixed and reappears magically. That's a Land Rover, so you expect a premium service. A mac is a premium computer at a premium price, and the service should also be premium.
I don't think I'll be buying a BMW by the sounds of it though......
Apple sold a faulty product. It was not their fault but it is their problem. They may be under no obligation to pay for return to base etc, but that kind of business model only lasts so long. I am a huge mac fan, but there is nothing like seeing a company getting too big for its boots to make me look elsewhere.
How on earth have I ended up supporting the OP here?!?
And, before he points it out; Besk one, his AASP is as far away as his apple store. Read down!
I don't think I'll be buying a BMW by the sounds of it though......
Apple sold a faulty product. It was not their fault but it is their problem. They may be under no obligation to pay for return to base etc, but that kind of business model only lasts so long. I am a huge mac fan, but there is nothing like seeing a company getting too big for its boots to make me look elsewhere.
How on earth have I ended up supporting the OP here?!?
And, before he points it out; Besk one, his AASP is as far away as his apple store. Read down!
All the people who think I am at fault for some reason????.......are the same people who made an initial post that was shot down because it made no sense. Why did it make no sense????.....because they can't read.
Let's clear it up for the fourth, fifth, sixth time now....I lost count.
I want to send the unit in.....Apple won't let me.
The Apple reps are the ones who suggested an on site repair because the nearest Apple store is an hour drive each way....but so is the nearest repair center, so the rep stated he wasn't even sure the repair center would drive to me.
According to the reps I spoke with, this isn't a problem which they are allowing you to send your unit in for repair. Basically, they are only willing to correct the issue if you are willing to go WAY OUT OF YOUR OWN WAY to get the fix.
I can guarantee this....if I were within my 14 day return period, and not slightly out of it, and I were threatening a return for refund I would bet my net worth they would be offering more. This is how Apple works.
Let's clear it up for the fourth, fifth, sixth time now....I lost count.
I want to send the unit in.....Apple won't let me.
The Apple reps are the ones who suggested an on site repair because the nearest Apple store is an hour drive each way....but so is the nearest repair center, so the rep stated he wasn't even sure the repair center would drive to me.
According to the reps I spoke with, this isn't a problem which they are allowing you to send your unit in for repair. Basically, they are only willing to correct the issue if you are willing to go WAY OUT OF YOUR OWN WAY to get the fix.
I can guarantee this....if I were within my 14 day return period, and not slightly out of it, and I were threatening a return for refund I would bet my net worth they would be offering more. This is how Apple works.
This was already done. Read the thread before you post. It would be a good habit to implement in the future.
Actually many PCs do have a warranty sticker on the case. Opening the case breaks the sticker and voids the warranty.
I am sorry that your HDD is one of the recalled ones. All hard drives are bombs waiting to go off; yours just has a shorter fuse.
On-site service is a perk that comes with Apple Care, it isn't part of the standard warranty. I wouldn't hold my breath waiting for something you haven't paid for.
I agree with the other suggestions that you call again and try to get someone in customer relations. That's probably your best option at this point.
Perhaps we can think of another way to resolve this situation...
You could email Steve Jobs. Sometimes he replies.
You could get a nicer car; one that you don't mind sitting in it for 4 hours. Do you like BMWs?
You could buy the apple care, then someone might come to your place and fix it. On the one hand, that seems like adding insult to injury. On the other hand, you'd get 2 more years of free service.
You could sell the iMac. You'd loose a couple of hundred dollars, but if the buyer came to you, then you wouldn't be out any gas money.
You could do nothing. Apple is willing to replace the HDD anytime between now and July 23, 2012. Start taking backups and only worry about it if something breaks. Living on the edge makes you feel alive.
Don't make a special trip. Wait until you're going into town anyway. Then just take the iMac with you.
Perhaps you could find something else wring with the iMac. Something so severe that they let you mail it in. Has there ever been a case where an iMac shipped with a brick through the screen?
Have you considered mailing it in to be repaired?
His is among a batch of defective drives, thus it has been recalled.
Have you considered reading the thread before opining?
Have you considered growing a sense of humor?
And that is the part of my post that bothers you? Not the part where I suggested buying a new car? Did you read my post before opining?
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Yeah...because Apple ranks #1 in customer satisfaction EVERY YEAR because their customer service sucks ass....
Be nice to customer service reps and they will be nice to you.
You need to remember that they speak to douchebags like you all day.
You need to remember that they speak to douchebags like you all day.
While I see no reason to be the least bit disagreeable with people who try to provide the service I'm due, the demeanor of the customer is entirely irrelevant.
Personally, I couldn't care less. That's their job.
With your attitude, I'd definitely advise against a career in CS. You wouldn't last long and you'd hate it.
While I sort of agree with you as it should be irrelevant, all of the CS agents I have met are in fact human beings with feelings. Maybe you shop where they are all robots, I don't know, but if you come in with an attitude and start off on the wrong foot with someone it likely won't go far from there. If you are nice, people will go the extra distance to get you what you need. You may think it is "irrelevant" but I got news for you, it isn't. I have worked in customer service and interacted with angry customers. If I was in a decent mood I would try to defuse the situation and help but if I was having a bad day, which happens because I am human, you wouldn't have gotten anything you wanted from me. Being nice really does help in situations like this and can make a world of difference.
That being said, this whole thing has to do with the OP's attitude on the forum as well. People were trying to help or offer suggestions and he attacked them. Apple tried to offer help but he lives in the middle of nowhere and thinks that the company should bend to his every way. Well, real life doesn't work that way so I guess he is going to have to get off his duff and take it in or sell it and buy a PC that he can work on himself.
Like I said, I am not in the habit of being disagreeable with anyone. I've worked in CS as well. I'm well aware that CS reps are human beings and the difficulties of the job.
If you were adjusting the level of CS you were providing according to your "mood", I'm glad you moved on to other endeavours.
How has Apple "tried to offer help"? If a customer lives far away from the nearest service center Apple should allow mail in, period, end of sentence. It is how they do it here in Japan. Why should he have to drive over an hour each way to have Apple replace a part they're recalling as defective?
"Get off his duff"?? OK, sure.
Correct. If you're nice, friendly & polite to people, they are much more likely to go the extra mile and help you. If you are not, they will stick to the rules and apply them rigidly.
It may not be right, but its the way the world is. That's why some people often get things done, and others seem to spend their entire life frustrated and complaining.
You and marsmissions have summed up the situation perfectly.
Unfortunately, nowadays, there appears to be a growing trend amongst some that "I'm never wrong - I never make mistakes", "I love to complain and relate my problems in public", "abuse is my second language". This attitude, in my opinion, indicates a degree of juvenile insecurity and the inability to resolve problems and make any sort of decision.
The heading of this thread, which couldn't be written without profanity explains a lot.
While I see no reason to be the least bit disagreeable with people who try to provide the service I'm due, the demeanor of the customer is entirely irrelevant.
Personally, I couldn't care less. That's their job.
With your attitude, I'd definitely advise against a career in CS. You wouldn't last long and you'd hate it.
I do work in customer service, and nice customers get more, *******s get to pay for extra stuff.
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