That's weird. Maybe it's a US thing because I had no such issue with a faulty AirPort base. I called them up, explained that it was faulty, and they organised a courier to deliver a new one and pick up the old one.
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iPod Apple pulls a Dell?!?!?!
- Thread starter scubaj
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That's weird. Maybe it's a US thing because I had no such issue with a faulty AirPort base. I called them up, explained that it was faulty, and they organised a courier to deliver a new one and pick up the old one.
Scubaj are you also papayafish?
did you also start this thread https://forums.macrumors.com/threads/348100/
formatting and style of both posts are very similiar.
hmmmmmmm...I'm calling shennanigans on this one...!
did you also start this thread https://forums.macrumors.com/threads/348100/
formatting and style of both posts are very similiar.
hmmmmmmm...I'm calling shennanigans on this one...!
Yeah, I can confirm a 3-4 day turnaround time on and iPod repair/replacement. Which is a hell of a lot better than you'll get nearly anywhere else.
Keep in mind that if you have an Apple Store nearby you might be able to get a replacement in-store.
Keep in mind that if you have an Apple Store nearby you might be able to get a replacement in-store.
Personally, I'm not sure I would let a poorly performing iPod sour my yet as unknown OS X experience.
This is almost (but not really) akin to one saying, My LaCie Porche external hard drive sucked, I'm telling the car dealership to cancel that Boxster I ordered!
Hell, years of crappy operating systems didn't stop me from buying a an XBox 360!
This is almost (but not really) akin to one saying, My LaCie Porche external hard drive sucked, I'm telling the car dealership to cancel that Boxster I ordered!
Hell, years of crappy operating systems didn't stop me from buying a an XBox 360!
The guys in my store are fantastic as well, even though all I bought was one refurbished iPod mini for £60. I don't really think it makes any difference how much revenue you've made for them.
Maybe if call the nice, helpful people at Apple phone support instead of the phone jackasses, you might get people who are more helpful.
No Trolling is some of the childish responses here - name-calling, insulting him personally, basically calling him a liar. I saw nothing inherently wrong with his post, it was his experience. "Bitch out Apple"? We can tell your slant. Some of the posters here are so rabid and emotionally invested in a corporation they can't see straight, let alone treat people properly. That's sad and doesn't promote honest, open and friendly discussion.
Weird, I called AppleCare last Thursday about my MacBook Pro batteries and explained they were loosing mAh (basically dying slowly) and received two new batteries the day after, Friday. Inside the boxes were the new batteries and two return labels, so I could ship the other two batteries back in the same boxes.
They did get my Visa information as "safety" but they handled it swift and no money were charged from my account.
They did get my Visa information as "safety" but they handled it swift and no money were charged from my account.
Well. I have never personally had problems with Apple like the OP has. I always get through on the first call and get my problem resolved. Never once have I had to call back, unless I dropped my call and they didn't have my information to call me back. When I drop with them on the line, they callback everytime.
As for RMA. Advance replacement costs. Everyone I have dealt with says: "You send back the defective item, we send a new one" the alternative: "We put a hold on your CC for a new product, when you get it, send the old one back. When we get that the hold is removed."
That makes sense and is how most of the industry does it. However, Apple for me, has always sent me a new item and I send the old one back and they don't charge me.
One thing I will say is, request a new product. Don't get into the "repair" cycle where you get a refurb.
I would say that the OP is overreacting. Every company has bad situations and good ones. Just because you decided to switch doesn't mean that changes nor that they have a magic process where your experience goes perfectly. If you write a company off for one bad situation you are limiting your experiences, as any company could potentially screw you in which case you could by nothing simply because you were unlucky.
Try to be less dramatic. it is better for everyone.
As for RMA. Advance replacement costs. Everyone I have dealt with says: "You send back the defective item, we send a new one" the alternative: "We put a hold on your CC for a new product, when you get it, send the old one back. When we get that the hold is removed."
That makes sense and is how most of the industry does it. However, Apple for me, has always sent me a new item and I send the old one back and they don't charge me.
One thing I will say is, request a new product. Don't get into the "repair" cycle where you get a refurb.
I would say that the OP is overreacting. Every company has bad situations and good ones. Just because you decided to switch doesn't mean that changes nor that they have a magic process where your experience goes perfectly. If you write a company off for one bad situation you are limiting your experiences, as any company could potentially screw you in which case you could by nothing simply because you were unlucky.
Try to be less dramatic. it is better for everyone.
It makes a helluva lot of sense to take his credit card number and immediately ship the replacement, including packaging to send back the other ipod. Once he gets the new ipod, he sends the other ipod back. If he doesn't, they charge his credit card. This is MUCH better than their current method. I had to send back my brand-new MBP and had to wait nearly 2 weeks for another. That pissed me off to no end. After all, it's not HIS fault he got a DOA product. Why punish the consumer?
I had a Maxtor harddrive (in my pc days) that crapped out during the warranty. They used the method I described above. It was MUCH quicker and much more painless. After all, it's all about the customer, right?
I had a Maxtor harddrive (in my pc days) that crapped out during the warranty. They used the method I described above. It was MUCH quicker and much more painless. After all, it's all about the customer, right?
Call center supervisors witch is the supervisor you spoke to are right in telling you it's not there job, it is not there job to speak to customers at all. After working in a few call centers for research i can tell you none of the supervisors and trained in handling calls, and usually scribble how much they hate you the customer on paper then tell the member of staff off for pestering them afterwards because they can do nothing more for the customer.
Asking for a supervisor is like going to a asking the copyboy how to work excel, they mite know a little but its not there job.
I wouldn't give them my CC number because I'm not going to risk getting charged again.. and then have to deal with sorting that out.
LOL...fair point, and in retrospect, I did perhaps make my initial post in the heat of the moment...as to the policies you are quoting from newegg and dell, these are definitely news to me as I've RMA'd stuff with them countless times and cross-shipping has always been the de facto standard treatment I've received. Let's hope I won't need to again, but if an RMA ever does come in, I'll check to see what happens...
It seems a couple people are trying to "catch" on this distinction, so allow me to clarify. Yes, I purchased a Dell several years ago. It was about this time they off-shored their customer service and the quality dropped dramatically. Customers started to complain and the name started losing it's previous credibility. If I were to stay with Dell, I know NOT to call support unless there is no other option.
Here, Apple has been gaining ground in the consumer market for years and is making more and more inroads. My own situation is evidence enough...I am living proof that the Mac is becoming a viable alternative for the average consumer. I did go in with high expectations for product quality "that just works", and when it underperformed, I thought customer support would at least retain the image that is marketed. Four dropped calls later, and a refusal to make any sort of acknowledgement that perhaps the customer should have received a call back, or perhaps a little lenience in official policies is required, I failed to see any reason to expect more of Apple than Dell. At least with Dell, there's no BS about "it just works"...
How this seems "stupid" suggests I may be in a horrendus battle of wits with an unarmed army..
Personally, I'm not sure I would let a poorly performing iPod sour my yet as unknown OS X experience.
This is almost (but not really) akin to one saying, My LaCie Porche external hard drive sucked, I'm telling the car dealership to cancel that Boxster I ordered!
Hell, years of crappy operating systems didn't stop me from buying a an XBox 360!
Fair point and it's been made to me several times. I am reconsidering the cancellation of the entire order, and just not trying to get Apple and Windows products to interface beyond an ethernet connection as they do not seem to play well together from my experience...
I even offered to have them put a pending charge on teh card for shipping a replacement out, and was told no...
Oh. My. God.
Please use spelling and grammar-checker as your ability is clearly lacking here. It's hard to take your post seriously when you don't know how to write. You are in a forum where words are all I have to go by. Look up proper usage of the following:
witch/which
there/their/they're
mite/might
And you did research for a Call Center?!?! Please tell me you are not a high school graduate yet, because if so, how you graduated is beyond me.
FWIW...I know this is not directly your fault, it's the teachers who didn't teach you correct English...
Welcome to MacRumors! I'm sorry you were received with sniping, but you'll learn, as I have, how to use the "Ignore List" and avoid members who'd rather criticize the critic than critically analyze the criticism.
What's interesting is that Apple has set a precedent for sending replacement equipment in advance of receiving the defective unit. Apple did this with the battery replacement in the G4 iBooks, so I would think the same approach is possible with an iPod--especially since the company has your credit card information.
If we as consumers want to improve the consumer experience, forums such as this one are an appropriate forum to raise an issue. Personally, I don't care if the poster has 1 post or 10,000 as long as the issue is relevant to Apple and all things Macintosh.
Good luck with the new iPod and welcome to Apple!
When you say "they did not call back" how long did you wait? A lot of the customer service reps cannot make a call, there is probably a select group who is allowed. Besides, if they think there is something wrong with your line, they might want to wait a bit.
I called Apple 3 times in the last year or so. In all of the cases I don't remember waiting on hold. (TomTom put me on hold for half an hour twice) The last time I called for my wife's iPod headphones that stopped working. They sent me a DHL envelope with the replacement with instructions to mail back the defective unit, all paid for by Apple. I guess not many people run heaphone scams. Anyways, the customer service rep apologized multiple times for not being able to mail the headphones on that same day, as my call was made on a Saturday. Package arrived Tuesday before noon. I'd call that service.
Charging inflated shipping fees or forcing you to go post office to go through the mailing paperwork and cost is an easy way to discourage warranty claims. Free shipping on replacements is very valuable for me. So far, I am happy.
I called Apple 3 times in the last year or so. In all of the cases I don't remember waiting on hold. (TomTom put me on hold for half an hour twice) The last time I called for my wife's iPod headphones that stopped working. They sent me a DHL envelope with the replacement with instructions to mail back the defective unit, all paid for by Apple. I guess not many people run heaphone scams.
Anyways, the customer service rep apologized multiple times for not being able to mail the headphones on that same day, as my call was made on a Saturday. Package arrived Tuesday before noon. I'd call that service. Charging inflated shipping fees or forcing you to go post office to go through the mailing paperwork and cost is an easy way to discourage warranty claims. Free shipping on replacements is very valuable for me. So far, I am happy.
I can vouch that Dells policy at the very least used to be that they'd ship you the product, you put the old one back in the same box, slap the prepaid label on it, call the shipping guy for a pickup. No muss, no fuss. I swapped out a noisy LCD that way probably about a year and a half ago.
I seem to remember the LCD was overnighted to me too. They once got me a new power brick before the battery ran out on the laptop (called about noon one day and they overnighted it for early morning delivery). I've always found Dell's service to be excellent and was surprised by the title of the thread.
I also typically buy through Dell's small business store, maybe that makes a difference.
Apple's policy is not as friendly, but they have a pretty quick turn around. I had a 3rd gen iPod that died within a few hours of opening the box. I think it was maybe 7-8 days from call to new iPod in my hands which is not too bad. If it was computer I was dependent on I'd be irritated, but for an iPod, I can live without it for a few days.
That does lead me to another thought. I've always wondered if part of the reason Apple has problems making inroads to corporate IT is that they don't offer onsite repair for laptops (think they do for desktops). If I have problems with a laptop (Dell, IBM) at the day job, I call a support number, next day or the day after a guy shows up with new motherboard, fan, whatever, and does the swap. I'm down for maybe 48 hours tops, usually less. With Apple I have to ship it back and it's a week minimum. Not to mention it's a 30 second job to swap a hard drive in a Dell or IBM so if a machine does go bad and it's not the drive, you can pull one off a stack, swap the drive and you're up and running again.
As an IT professional with many, many, many years of experience..
There's less problems than you think.
OS X is certainly worth a try. If you don't like it... so be it. At least you gave it a shot and decided that it wasn't for you. I cannot fault you for that in any way.
So you cancelled the order for the MBP you ordered, despite really looking foward to receiving it, and wanting an OS X system, and have bought another dell (going back to the world of windows) not because you would get better service with dell, but because your expectation of dells service is considerably lower than that of apples, and apples policies differ to dells?
For. The. Win.
*slow clap*
For. The. Win.
*slow clap*