iPod Apple pulls a Dell?!?!?!

[Cabbit]

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...

I don't need to spell right in my job and for a online forum i am not going to really put that much effort into it, and yes I did graduate both high-school and university and am returning to university to do my second degree. Grammar and spelling have yet to earn me real money or get in the way in my life, scribe write for me in university and in the work place correct spelling and grammar is unnecessary.

And before I forget the original point stands people should not expect call center supervisors to take over there calls, if you do your really wasting there time and your own. An example is MGT plc there supervisors are not even allowed to do there paper work in the office nor are they allowed any paper they have to memorize what you are saying and go out into the hall way to note it down and rely on the operator you were speaking too to tell them what to say and what buttons to press on the computer, the situation was slightly better for other operators but remains sadly the same across the board no mater what company it is.
P.s. I shoved this into word to see about that spelling stuff, but without my scribe I can't check the grammar nor the wording.

 

[mac 2005]

I don't need to spell right in my job and for a online forum i am not going to really put that much effort into it, and yes I did graduate both high-school and university and am returning to university to do my second degree. Grammar and spelling have yet to earn me real money or get in the way in my life, scribe write for me in university and in the work place correct spelling and grammar is unnecessary.

And before I forget the original point stands people should not expect call center supervisors to take over there calls, if you do your really wasting there time and your own. An example is MGT plc there supervisors are not even allowed to do there paper work in the office nor are they allowed any paper they have to memorize what you are saying and go out into the hall way to note it down and rely on the operator you were speaking too to tell them what to say and what buttons to press on the computer, the situation was slightly better for other operators but remains sadly the same across the board no mater what company it is.
P.s. I shoved this into word to see about that spelling stuff, but without my scribe I can't check the grammar nor the wording.

Having worked as a manager in the corporate offices for a company that employs more than 60,000 customer care agents at facilities around the world for Tier I companies, I can happily report that you're wrong on every count.

Agents and supervisors keep detailed, computerized records to ensure that case histories and maintained and that issues are addressed within the guidelines of corporate policies.

With respect to spelling and grammar, they count. You simply cannot have meaningful communication without either, and I can't imagine a professor or employer who would tell you otherwise.

 

[scubaj]

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*

When did I say I was buying another Dell? Hasn't happened, and likely will not happen...again, reading too much into things...has nothing to do with lower expectations, it has to do with poor marketing. Apple is marketing themselves as a company with products that "just work"... As evidence from others on this thread, we now know that not to be the case. Additionally, I most certainly am open to having a convincing argument change my mind. Your Jobsian condescending attitude notwithstanding, I am reconsidering the MBP issue independently of the iPod

 

[scubaj]

I don't need to spell right in my job and for a online forum i am not going to really put that much effort into it, and yes I did graduate both high-school and university and am returning to university to do my second degree. Grammar and spelling have yet to earn me real money or get in the way in my life, scribe write for me in university and in the work place correct spelling and grammar is unnecessary.

And before I forget the original point stands people should not expect call center supervisors to take over there calls, if you do your really wasting there time and your own. An example is MGT plc there supervisors are not even allowed to do there paper work in the office nor are they allowed any paper they have to memorize what you are saying and go out into the hall way to note it down and rely on the operator you were speaking too to tell them what to say and what buttons to press on the computer, the situation was slightly better for other operators but remains sadly the same across the board no mater what company it is.
P.s. I shoved this into word to see about that spelling stuff, but without my scribe I can't check the grammar nor the wording.

Pretty sad state of affairs if you have a college degree and cannot make a distinction between there/their/they're even after it's been pointed out to you. Please don't post to this thread again as you have lost any credibility you may have started with (how's that for a Jobsian superiority complex? )

 

[Teh Don Ditty]

scubaj, please use the edit button to add more to your post or use multiquote.

Thanks.

 

[Wild-Bill]

Pretty sad state of affairs if you have a college degree and cannot make a distinction between there/their/they're even after it's been pointed out to you. Please don't post to this thread again as you have lost any credibility you may have started with (how's that for a Jobsian superiority complex? )

Did you come here to complain about your non-functioning iPod or give grammar lessons to the MacRumors community?

By the way, instead of posting your rants on a Mac Rumors forum, you probably would have made more progress posting on Apple's forum. I recall in one of your posts you had hoped a member of Apple was "reading this". Your chances of that happening would increase exponentially if you post it on Apple.

 

[scubaj]

scubaj, please use the edit button to add more to your post or use multiquote.

Thanks.

Like this? Sorry about that...

Did you come here to complain about your non-functioning iPod or give grammar lessons to the MacRumors community?

By the way, instead of posting your rants on a Mac Rumors forum, you probably would have made more progress posting on Apple's forum. I recall in one of your posts you had hoped a member of Apple was "reading this". Your chances of that happening would increase exponentially if you post it on Apple.

Fair point about Apple, but I tried and did not see a really viable way to make a post in the same manner as a regular forum as the layout is a little different...

FWIW...I know two people on another forum (photo-related) that were sharing issues they had with a company called B&H. B&H was monitoring that forum and responded to address the concerns of the members. I think it also bears mentioning again that when I see service that "just works", I commend it. Three companies that have my utmost respect for the way they look at their customers (both present and possible) are:

Newegg
B&H Photo
and Dreamhost

All three are tops in their respective games....the analogy would be to say that they are the "Apple" equivalent of their industry, except Apple has a few worms in the fruit apparently...

For what it's worth, much of the feedback ehre has been very helpful. I received a few messages and emails offering advice and assistance with the iPod which is now working after a very unusual fix involving a restore on a linux box and re-loading Quicktime and iTunes one last time with new DLL registrations on the computer it was having problems with. Problem fixed...boom.

I have also contacted Apple (again) to request the shipment be re-instated, and that the RMA was no longer necessary. They were very interested in the fix from the member here and apparently are adding it to their knowledge base. So....thanks (you know who you are! )!

 

[rubeeen]

So, basicly they want the iPod back first, then they ship a replacement?


That seems logical! Someone would pay you for that iPod, this way they can fix it, and resell it

umm. when you call a bank for credit card fraud, they return your money immediately and if they verify that the fraud is indeed true, you keep the money... and this is money were talking about here.

apple can send him a new device while they investigate whats wrong with his since he was on the phone with them, but they dont.

am i way off base here?

 

[yetanotherdave]

When did I say I was buying another Dell?

Here,

The iPod is being returned and the MBP has been canceled. At least with Dell I know where I stand...

at least that's the logical assumption from what you said.

Hasn't happened, and likely will not happen...again, reading too much into things...has nothing to do with lower expectations, it has to do with poor marketing.

Where is apple's marketing does it say that they send out replacements before receiving the faulty unit? I believe they do do that for their computers, but it doesn't seem unreasonable for a high turnover, quick turnaround item like a iPod nano, especially considering they are handling all the shipping and related costs for you.

Apple is marketing themselves as a company with products that "just work"...

But you haven't actually tried it yet have you? You had one DOA iPod and seem to have decided that that means their entire product lineup is crummy and doesn't work. Yes it is unfortunate you got a bad iPod, but it happens, and they were going to replace it for you.

As evidence from others on this thread, we now know that not to be the case. Additionally, I most certainly am open to having a convincing argument change my mind. Your Jobsian condescending attitude notwithstanding, I am reconsidering the MBP issue independently of the iPod

I can see why so many people pointing out your knee jerk overreaction in cancelling your order and going on a tirade about how the entire prodcut lineup sucks because they shipped one bad iPod would make you a bit over defensive, because it is a but childish, but I'm not sure what sort of argument you are looking for to change your mind, other than a statement of fact, your free iPod was bad, and they are replacing it for you, why let that small bad experience with an mp3 player turn you off their notebooks?
As for the sort of argument you seem to be looking for; "Jobsian" now there's an adjective that says "hello, I'm spoiling for a fight in a semi passive agresssive manner"
Why would you not reconsider another iPod, especially as it's free with the purcahse of the MBP? You really do seem to be trying to shoot yourself in the foot here.

 

[Joedy]

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...

If you've never owned an Apple computer, how can you make an assumption based off of your experience?

Using an Apple in a retail store or at the local University bookstore or even attempting to assist an Apple user network their computer doesn't count as experience in my book.

Would this same iPod have "just worked" with the new MacBookPro that you ordered, but had yet to receive?

You purchase one Apple product and complain that it would not work with a different brand of computer without ever truly knowing if the iPod would have worked flawlessly with the Apple computer that you had ordered, but had yet to receive?

The Apple support folks that you were talking to on the phone were Americans located in (gasp!) America of all places?


The horror.....


The sheer horror....


It's not the hardware, but the software which makes Apple so appealing and garners such a devotional fan base.


Since you don't own an Apple, you'll never move beyond your ignorance and come to a realization that the experience of an Apple computer is much more than merely the sums of their individual parts.


To each, his own.

-joedy

 

[rubeeen]

I can see why so many people pointing out your knee jerk overreaction in cancelling your order and going on a tirade about how the entire prodcut lineup sucks because they shipped one bad iPod would make you a bit over defensive, because it is a but childish, but I'm not sure what sort of argument you are looking for to change your mind, other than a statement of fact, your free iPod was bad, and they are replacing it for you, why let that small bad experience with an mp3 player turn you off their notebooks?
As for the sort of argument you seem to be looking for; "Jobsian" now there's an adjective that says "hello, I'm spoiling for a fight in a semi passive agresssive manner"
Why would you not reconsider another iPod, especially as it's free with the purcahse of the MBP? You really do seem to be trying to shoot yourself in the foot here.

if customer service was crap for a little ipod, why would he want to go through the same for a notebook he paid for? its a question of treating your customers right, not hardware.

 

[stubeeef]

aahhh Dell,

My first, and hopefully last call to customer support for my company brick (read--laptop--) was 45 minutes on hold. When I told them the serial number the reply was, "Oh, sir you have our platinum support!" I said something like "great" at which point I was put on hold for another 17 minutes to get the upgraded support.
So if you pay extra for platinum support you get the added benefit of holding longer!

 

[amfeehan]

Alright already

Alright already you guys should be happy now?
You got another convert. He just said he's getting the MBP and his iPod is working. Responding anymore is just beating a dead horse.

Scuba we shouldn't expect anything but from Apple, after all they are just another american owned company. I'm a diehard patriot as the next. I love this country, but american companies are lacking in their customer service it's just something I've come to expect. So whether it be from Apple, Dell, IBM, whatever. I'm in your shoes I am a new Apple convert, but I'm coming from a different side. I was a huge PC man, you couldn't sway me for a long time. I would take stabs at Mac anytime I could. That's a different story today. I was packing away to get a new Xbox 360 console. Not any longer that money is going towards a new MBP. It's crazy to see where Apple is coming out of. I know they haven't always been this marketable. No hard core Mac fans need to respond to that last sentance I already know what you'll say. I was the hardest core PC fan ok I know how to defend them just as much as you know how to retort to that sentance.

Don't get too upset Scuba at the response of the die hard Mac guys, we would probably be the same way if we were still die hard PC Men and we got a new convert posting an issue. Of course we might aggree though also come to think of it. Don't worry Mac guys it's ok to admit that old Steve isn't perfect in everything he does. Scuba just wants him to at least try that's all. Don't everyone get their panties in an uproar now.

I made a bet the other day in talking with one of my die hard PC user friend. I was trying to convert him to Mac. In the heat of the moment I bet him that Apple would own 30% of the market share in everyday business workstations by the year 2010. I know that might be a little drastic, but that's how much of a fan of the Mac I've become. I think it's conceivable....maybe. Anyways if I win the bet he needs to buy me something I want from Mac.

Counting down the days to Mac ownership,

Andrew

 

[nateco]

Second chances are fine, but that's up to Apple to ask for one...I am making as many relevant communities aware as I can in hopes an Apple guy is out there somewhere that can make things right. The friggin supervisor I spoke to even said at one point "That's not my job..."

I work for the DoD...the king of "not my job" mentalities, but in IT, that excuse just doesn't fly. Having worked also in Helpdesk environments, supervisors are supposed to be able to take ownership of an issue escalated to them and see it through to resolution with a follow-up phone call and/or email. It's called Terms of Service and Problem resolution. That, for me was the kicker. You've got an already frustrated customer, the last thing they want to hear is a supervisor saying "That's not my job."



I do realize this, and if that had been said to me on the phone, I might have even capitulated, but no one offered any explanation as to why, nor offered to place so much as a pending charge on my card until the bad unit was returned...that's just lacking in basic customer service needs.

Four steps:
1. Determine problem (took 5 phone calls)
2. Offer resolution (if able to) (again, 5 phone calls)
3. Offer explanation (never offered...in six contacts!!!
4. Close ticket

Finally, as for second chances, I think I've already given them 6 chances, (4 dropped calls, one call through to determine DOA status, and one supervisor who said "not my job")...I'll even give them another I want a MBP so bad, but it's up to them to come to me now...

That's just weird....

My 80 gig died, it got shoked pretty good....dead HDD.

I call apple....the ask me to try and reset...then ask me to pug into my Mac....then say they'll send me a box, i return the ipod....4 days later....new ipod in my hand.


Anytime I've called Apple, about my imac or ipods.....easiest transactions ever.

Took three days to get me a new keyboard.....they sent one to me..then i returned the old one.

So far...Apple customer service has been great to me.

 

[macenforcer]

I think its is obvious that people like sunhair, DRathiest, wild bill and others just like to bash other users on this forum instead of help and I think it is sad. Macrumors has really gone down hill recently.

Gonna bash me now?

Ignore them scubaj. I totally agree with you. Companies who don't cross ship piss me off.

 

[amfeehan]

Again

This thread should be done by now my word. He's a mac fan so am I lets all just get along and stop trying to prove one opionionated truth after the other.

 

[suneohair]

I think its is obvious that people like sunhair, DRathiest, wild bill and others just like to bash other users on this forum instead of help and I think it is sad. Macrumors has really gone down hill recently.

Gonna bash me now?

Ignore them scubaj. I totally agree with you. Companies who don't cross ship piss me off.

Are you looking to be bashed?

Most companies don't cross ship and while it is annoying what are you doing to do? Posting here isn't going to help that. Besides they DO cross ship it just isn't free. And, Apple has always cross shipped with me on iPods. Everytime. Heck, once they let me go to a store and grab a brand new one and give my old one to the store because I was leaving the country the next day. Thats service IMO.

I am not saying Apple is perfect, but grow some nads and deal with your own problems instead of posting here. I would rather spend my time on the phone then posting a thread. Cause chances are by the time I would have finished my post, my problem would be resolved. You have to tell the company what you want. Don't let them tell you what you want because you will never be satisfied.

I would also say this is a helpful comment for anyone: "One thing I will say is, request a new product. Don't get into the "repair" cycle where you get a refurb."

 

[amfeehan]

Wow

Wow the mac guys still have to comment even after the WHOLE matter is taking care of, amazing!

 

[suneohair]

Wow the mac guys still have to comment even after the WHOLE matter is taking care of, amazing!

yet you continue to bump it....

 

[mac-er]

the "It just works" company showing its true colors as just another multi-million dollar business with no interest beyond taking your money.

1. Wow! What a shocker! Apple is not a charity after all; they are actually a business looking to make money. I don't think Apple has ever marketed themselves to be doing anything other than taking your money like any other company out there.

2. Sorry you had a bad experience, but any company is capable of bad customer service experiences. I've had nothing but good experiences with Apple. My very first Indigo iMac was DOA. They went through quick troubleshooting to make sure it couldn't be fixed, I shipped it back, and they shipped me another one the day after they got it. Since I wasn't like a child that had to have something right then and there, it was painless. S*** breaks and life is unfair.

 

[amfeehan]

Of course

Being ridiculous doesn't change till someone calls it out of someones life. Hey I saw the light I'm a mac convert

Thanks for that lesson for our life mac-er

 

[eric55lv]

actualy some thing like that happend to me iwent to the store and i got an appontment to fix my ipod and it was at 7pm and they told me it was at 7:50 pm and i got mad and left the store

 

[scubaj]

Hate to stir up the pot on a moot subject again, since the MBP is on the way and the replacement iPod is working fine, but my overall point was about quality of customer service, and backward RMA policies and that no one should have to jump through the kind of hoops they were initially trying to make me jump through. Just like we sometimes erroneously judge the food we eat in restaurants by the quality of service, the human condition also associates products with the service that surrounds that product.

Nike and Reebok, Ford and Chevy, Maxtor and Western Digital, Crucial and Kingston, Visa and Mastercard, AT&T and Verizon...all of these companies offer similar products and services, so they must rely on brand and name recognition. Apple has built itself as a company that carries products that "just work." So, when that image is tainted by the occasional bad product, the best recourse is to make it right as soon as possible. Instead I was initially led down a path that put the onus of responsibility on me - the consumer.

Today I went to a vendor website for a hard drive that is going bad. In looking up whether it was under warranty (it was), I found their RMA policy. Since it was germane to this discussion, I decided to post that here, to demonstrate to those that have not understood the main thrust of my original post, that shoddy customer service is something that companies should know will not be tolerated. Look at what I can do with Western Digital!

Western Digital RMA Policy

Amazing! I can get a replacement shipped to me in advance - all they need is a credit card (which Apple had...)