Hey guys,
Sorry, I feel aggravated and feel the need to post my experience on here and get some feedback.
The story goes as follows:
I ordered a Powerbook (new 15"), HP Printer, and apple wireless mouse about two weeks ago (Black Friday). Being completely new to Mac I was very excited to get started.
Receive everything the following Tuesday, mouse didn't work off the bat (returned at local store no problem).
That night, my "V" key popped off and appeared to be broken, could not be reapplied. Called apple and they told me I would have to send in the whole book for repair, called my local store and they said I could bring it in and they could pop a key on, cool.
Thursday, screen turned pink and staticy and vertical lines appeared. I shut it down for the night and Friday it appeared fine. After a few hours of use, pink and lines returned in greater magnitude. So I called Apple, they went through the whole process of setting me up with a return and replacement, emailed me lables, sent out FedEx friday night. Up to this point, I was frustrated, but could understand that these things happen.
Took a whole week to send back my pb, after worrying it was lost, it finally arrived. I did not receive any confirmation that they got it (except fedex tracking) or an email telling me the replacement was shipped.
Called this past Sunday, and kept getting transfered from sales to repair, back to sales, for awhile. Then repairs said, your replacement was not shipped out for some reason, let me send you to sales where they will issue you a replacement, I will talk to them first. Talked with the guy from sales for about a half hour and he apparently issued me a replacement which would ship "On or before the 14th and I would receive a tracking number via email or I should call back to get it." Cool, all seems to be well.
Today, realized I had no Order number for the replacement to see status online, called Apple again...after holding forever and then getting transfered to tons of different departments, they told me I was never issued a replacement and they "refunded" my debit card today for the amount of the powerbook, and I would need to place another order. Hung up, called my bank, and they said nothing of a refund. Called Apple, they said it was in "limbo" and could take 7-10 days to be put into my account. Which I will need to wait an additional 3-5 days until my bank will extend my daily authorized atm transfer past $1000 to be able to purchase my powerbook!!
So despite all of this, I remained calm, probably because I was so confused as to what happened. I just find it utterly ridiculous that they can't get their acts together to issue a simple replacement. Now I will have to wait 2-3 weeks until I can order another powerbook. I wasn't asking for much, just a replacement book which I needed all this time and didn't have.
I intend on calling Apple tomorrow and demand at least free overnight shipping when I finally am able to purchase another computer. Do you think this is unreasonable?
I've managed to look past this horizontal line issue and the fact that I got a crappy lemon laptop and all I wanted was a quick resolve. They are not making my experience very "customer friendly."
haha, I apologize for the long-winded post, I am just trying to get some frustration out, if you can understand. Feel free to post some encouraging customer service experiences or just tell me if I'm being totally crazy.
PS. My HP printer also had a defective scanner
Sorry, I feel aggravated and feel the need to post my experience on here and get some feedback.
The story goes as follows:
I ordered a Powerbook (new 15"), HP Printer, and apple wireless mouse about two weeks ago (Black Friday). Being completely new to Mac I was very excited to get started.
Receive everything the following Tuesday, mouse didn't work off the bat (returned at local store no problem).
That night, my "V" key popped off and appeared to be broken, could not be reapplied. Called apple and they told me I would have to send in the whole book for repair, called my local store and they said I could bring it in and they could pop a key on, cool.
Thursday, screen turned pink and staticy and vertical lines appeared. I shut it down for the night and Friday it appeared fine. After a few hours of use, pink and lines returned in greater magnitude. So I called Apple, they went through the whole process of setting me up with a return and replacement, emailed me lables, sent out FedEx friday night. Up to this point, I was frustrated, but could understand that these things happen.
Took a whole week to send back my pb, after worrying it was lost, it finally arrived. I did not receive any confirmation that they got it (except fedex tracking) or an email telling me the replacement was shipped.
Called this past Sunday, and kept getting transfered from sales to repair, back to sales, for awhile. Then repairs said, your replacement was not shipped out for some reason, let me send you to sales where they will issue you a replacement, I will talk to them first. Talked with the guy from sales for about a half hour and he apparently issued me a replacement which would ship "On or before the 14th and I would receive a tracking number via email or I should call back to get it." Cool, all seems to be well.
Today, realized I had no Order number for the replacement to see status online, called Apple again...after holding forever and then getting transfered to tons of different departments, they told me I was never issued a replacement and they "refunded" my debit card today for the amount of the powerbook, and I would need to place another order. Hung up, called my bank, and they said nothing of a refund. Called Apple, they said it was in "limbo" and could take 7-10 days to be put into my account. Which I will need to wait an additional 3-5 days until my bank will extend my daily authorized atm transfer past $1000 to be able to purchase my powerbook!!
So despite all of this, I remained calm, probably because I was so confused as to what happened. I just find it utterly ridiculous that they can't get their acts together to issue a simple replacement. Now I will have to wait 2-3 weeks until I can order another powerbook. I wasn't asking for much, just a replacement book which I needed all this time and didn't have.
I intend on calling Apple tomorrow and demand at least free overnight shipping when I finally am able to purchase another computer. Do you think this is unreasonable?
I've managed to look past this horizontal line issue and the fact that I got a crappy lemon laptop and all I wanted was a quick resolve. They are not making my experience very "customer friendly."
haha, I apologize for the long-winded post, I am just trying to get some frustration out, if you can understand. Feel free to post some encouraging customer service experiences or just tell me if I'm being totally crazy.
PS. My HP printer also had a defective scanner