Apple support sucks

[filmizus]

So my Mac Pro, which I have owned since October and never had a problem with until yesterday, has been giving me random kernel panics. Sometimes I can't even get the computer to boot up, it turns on but doesn't boot up. So I have to keep resetting the power button over and over just to get it to boot up. And when I do get a successful bootup, I get a kernel panic within seconds of the OS loading. This started yesterday. I have not installed any new software or hardware.

So I call support, wait on hold for half an hour, get some guy who sounds hung-over and/or high. He tells me I have to pay $50 for the call to continue. I ask why, as my mac pro is still covered under the year long hardware warranty (the fact that I cant even get the computer to boot, and the fact that the kernel panics are random --- suggests hardware problem) He tells me I have to pay the $50 anyway. Whatever, I go along with it, give him my debit card info. Then the moron tells me to put the install disc into the drive...I then ask "how am I supposed to do that when the computer wont boot?". Finally after about 10 minutes of turning the computer on and off, on and off, I finally get to the gray screen, where I can get the drive to open and put the install disc in. So I get the disc in, reboot the computer again, hold down the C key, and finally get to the screen where it asks you to choose a language. I click the "next" button, and the computer freezes. The tech support moron, then tells me to call the apple store to set up an appointment to have the hardware looked at.

I asked the guy "why did you make me pay the $50 for tech support when I TOLD YOU it was a hardware issue from the get go?" He told me THAT I WOULDNT BE CHARGED THE $50.

Guess what, I get on my laptop, check my online statement, and there was a big fat $50 charge from apple. Liar.

I call the apple store, hoping to be able to set up an appointment to have the computer looked at, wait on hold, wait on hold some more, more holding...finally I get through, and the apple store person says "why did you call here? this is a warranty issue and tech support is supposed to handle warranty issues and set you up with an appointment". The apple store guy transfered me BACK TO TECH SUPPORT. MORE WAITING ON HOLD. FUN, LIKE I HAVE NOTHING BETTER TO DO.

So I wait on hold with tech support, watching the clock tick away to 6PM when tech support closes. waiting, waiting, waiting....the clock hits 6 PM and my phone gets disconnected. Great. So now I have to wait until tomorrow to call those liars to see if I have any chance of getting my $50 back.

 

[whateverandever]

You need to go through the AppleCare Support, I believe, and not the normal customer support.

http://www.apple.com/support/contact/#coverage

Enter your serial and it should take you where you need to go.

 

[pknz]

I've been without my iMac for over a month and a half straight, totalling about 3 months without my iMac in the year and a half I've had it.

Its getting no where, Apple support has dissapointed me.

 

[filmizus]

I did call applecare support, thats what I mean by "tech support"...sorry

 

[Redneck1089]

That's shocking. I agree that Apple needs to step it up with their customer service. I've had problems in the past with them too.

Good luck getting your Mac Pro sorted out.

 

[mac-convert]

Did you purchase Apple Care?

The reason for asking is that the standard coverage on any unit is 90 days phone support and one year coverage. By my calculations, if you bought this in October - even the last day, then the 90 days of free support (Nov, Dec, Jan) is now expired, and the phone support charges would be valid. If you have Apple Care, then this is a mute point, and it should have been handled differently.

In any case, you shouldn't have gotten the run around and the rude remarks from the Apple Store. I would call them back and ask for a manager and explain your experience to that person.

Good Luck...

 

[filmizus]

It's not about the AppleCare...the hardware is covered for a year regardless. I was calling applecare to see how I could set up an appointment to have the computer looked at. I've never had to deal with apple support before so I wasn't sure how to go about doing this.

I asked the guy "If i pay the $50, does that guarantee that my problem gets fixed?" He said "yes". Well, having me put the install disc in the computer and then trying to shove the problem off onto the apple store didn't fix my problem.

If you call applecare to set up an appointment to have your computer looked at, they tell you to call the apple store. You call the apple store, they tell you to call applecare.

 

[swingerofbirch]

When you have a big problem, like them charging you when they said they wouldn't and you can't get a clear answer on where you should go for help, I would recommend calling this number and asking for Corporate Executive Relations. They should take good care of you, as they realize you are quite serious by escalating your complaint to that level.

408.996.1010

 

[Cybergypsy]

I love Apples support they have never let me down

 

[WildCowboy]

Are you sure that the item on your statement was a charge and not just a hold? If it's a hold, it could take a few days before it comes off of your account.

 

[clevin]

i almost feel like u called the wrong #, lol, this is ridiculous, u should complain to somebody who can do something about this.

 

[klaxamazoo]

I have had apple support try that same crap with me too. I always just ask to speak with their boss.

Apple Support is the worst. Over the last 2 months my computer has been in for repair 3 times and when they sent me a new computer they sent me a new computer they sent me the wrong one.

I have never had hardware problems before I owned an apple. Never. I have built my own, bought from Dell, Gateway, etc. Apple has crappy hardware and AppleCare treats you like ****. When they do agree to repair your computer it comes back with new problems.

**** Apple.

My advice it call AppleCare again and say that the in Store employees were rude to you and you would like to talk to a supervisor on the phone to handle your problem immidiately.

Always just talk to a supervisor.

 

[2tallyAwesome]

Wow, Apple has always been great to me.

Lot's of help with the needed repairs, and a replacement when the repairs failed. ANy time I didn't get satisfactory service, I told the next person and they did what they could to make it right.

I would suggest escalating this to customer relations if you can, they are usually great about compensating you when you are unhappy.

Also, you can make yourself an appointment at the apple store if you go on their website. Find your local store and then click on the concierge button.

Good luck.

 

[tjm337]

make an appointment at apple store

I pretty sure you have to make an appointment online to have your computer looked at by the genius bar at the apple store. If you call the store to make an appointment they point you to the website to make an appointment or tell you to call apple care. You can also go to the apple store and make an appointment on one of their macs but you might wait longer if there are no slots available. Here is the link to the genius bar for more info: http://www.apple.com/retail/geniusbar/

My experience with apple support and the genius bar is that if there is genuinely something wrong with your computer they will try to fix it or send it out to be repaired. Especially, if it is something such as your computer not booting.

Also, after the 90 days of phone support you have to pay for apple care or a onetime fee. That is the way it is. You can always make an appointment for the genious bar even if your computer is out of warranty.

Finally, I am sorry to hear about the support agented you talked to. Try calling again first thing in the morning. I never have to wait on hold for than a min or tow at 9am eastern standard time. But I think your better bet would be to make an appointment online and talk to someone at the genius bar.

Hope this helps and good luck,

TJ

 

[Cristian]

I agree. When I called one time to ask about discoloration and when my macbook didn't want to boot. The guy on the other side had a very hard voice to understand and he wwas very rude to me when I asked some question's, he kind of made me feel like I was an idiot.

 

[Cybergypsy]

When you have a big problem, like them charging you when they said they wouldn't and you can't get a clear answer on where you should go for help, I would recommend calling this number and asking for Corporate Executive Relations. They should take good care of you, as they realize you are quite serious by escalating your complaint to that level.

408.996.1010

Whats that number

 

[jeremy.king]

Are you sure that the item on your statement was a charge and not just a hold? If it's a hold, it could take a few days before it comes off of your account.

I was thinking the same thing since he only called yesterday, I doubt the transaction already posted and in fact is just a temporary authorization that will simply expire.