Apple took my money, and has given me nothing in return

[japanime]

My stock (not BTO) black MacBook had to be sent to AppleCare the day I got it, due to the fact that the screen was out of alignment and there were several ugly scratches on the bottom of the case from an assembler's mishandling of a screwdriver.

I was told by AppleCare that I would receive a replacement machine within one week.

Now, 10 days later, I still have not received the replacement machine. I called AppleCare (again) yesterday, and was told that my replacement machine had not yet been shipped from China. Nor could they tell me when it will be shipped (though they invited me to call "sometime next week" to see if there is anything new to report.)

This infuriates me. Three of my friends placed orders for black MacBooks a couple of days after I ordered mine, and they've already received theirs. Also, the two Apple Stores in Tokyo regularly receive new shipments of the black MacBooks, usually within a day after they are sold out.

I know what is going on here. Apple got my money, so they aren't concerned about me. They are, however, concerned about letting their Apple Store stocks run dry, lest somebody walk into the store, find the machines out of stock, and decide to go somewhere else and purchase a non-Apple computer.

I've owned more than a dozen Macintosh computers over the past 10 years. Yet Apple is treating me like garbage.

My question: Why should I be punished because Apple sold me a dud machine?

My advice to those thinking about buying a MacBook--WAIT! If you end up with a dud, you'll not only be out nearly a couple of grand, you'll be of little concern to Apple.

 

[PlaceofDis]

sorry to hear about your troubles. best bet would be to get back on with applecare and go as high up in the chain as you can and get a machine shipped to you asap with overnight shipping at their expense. they shouldn't be taking this long. good luck.

 

[chosenwolf]

I feel your pain (I went through the same thing w/ Apple), however, every company (not just Apple) does the same thing. Any company's number one goal is sales/revenue. They'll go to any means (usually, powerful marketing techniques) to sell you their product. After the purchase, they'll look for the next person to buy their product and put you out of focus. I admit, Apple's powerful marketing skills made me buy and iPod (even though I had a fully functional panasonic sv-sd80), which led to a MacBook Pro a couple of months later while I was in the market for a new laptop.

 

[Benjamindaines]

Sorry to hear about that just be glad you aren't dealing with DELL support (or rather lack of support)

As PlaceofDis said ask for a supervisor and your issue will be sorted out

 

[PatrickF]

You did pay by credit card right? If so get on the phone to Apple Care and inform them that if they don't start taking an interest then you'll inform your credit card company that they should issue a charge back. In the UK you have the right to refuse payment to credit card companies if the goods you paid for haven't materialised. Not sure about laws over in Japan, but this might be food for thought.

 

[berkleeboy210]

I remember one time with an iMac i had a problem, and before they would ship out the replacement they needed confirmation that FedEx had picked up the damaged one. Once I gave them that info it shipped within 24hrs after that.

 

[japanime]

Thanks, everyone, for the feedback so far.

A question, and a couple of comments:

First, does anyone know how "high" AppleCare support goes? Thus far, I've been able to speak to a person who answers the calls (and in Japan, it's ALWAYS the same person!), as well as a person whom identified himself as that person's supervisor.

I did tell them I would file a chargeback, and they actually encourged me to do so! They said, file the chargeback and go buy a new machine. Weird. Problem is, in Japan, filing a chargeback is not a great thing to do, and the credit card companies will cancel your card if you file too many of them (usually, more than one or two).

As far as confirming that I've returned the machine, they were able to confirm that last Monday. In fact, AppleCare uses its own courier service in Japan, and AppleCare does all of the paperwork.

This is extremely frustrating. I had actually purchased this MacBook for my wife (a Windows devotee) in an attempt to convert her to the Mac side. As you can all imagine, the conversion hasn't gone so well...

 

[PatrickF]

I did tell them I would file a chargeback, and they actually encourged me to do so! They said, file the chargeback and go buy a new machine. Weird. Problem is, in Japan, filing a chargeback is not a great thing to do, and the credit card companies will cancel your card if you file too many of them (usually, more than one or two).

That sounds harsh! The whole point of being able to do this is to protect the consumer.

Sounds like you just need to keep pestering Apple. Don't let them give you the run-around. Don't think they'll call you back when they say they will. Just keep calling them and hopefully they'll get fed up.

 

[Benjamindaines]

Thanks, everyone, for the feedback so far.

A question, and a couple of comments:

First, does anyone know how "high" AppleCare support goes? Thus far, I've been able to speak to a person who answers the calls (and in Japan, it's ALWAYS the same person!), as well as a person whom identified himself as that person's supervisor.

I did tell them I would file a chargeback, and they actually encourged me to do so! They said, file the chargeback and go buy a new machine. Weird. Problem is, in Japan, filing a chargeback is not a great thing to do, and the credit card companies will cancel your card if you file too many of them (usually, more than one or two).

As far as confirming that I've returned the machine, they were able to confirm that last Monday. In fact, AppleCare uses its own courier service in Japan, and AppleCare does all of the paperwork.

This is extremely frustrating. I had actually purchased this MacBook for my wife (a Windows devotee) in an attempt to convert her to the Mac side. As you can all imagine, the conversion hasn't gone so well...

Eh... do the American thing and sue em! I'm kidding of course

 

[Nar1117]

Well im sorry to hear about your troubles, but it helps to be a bit more understanding. First of all, you gave them your money, they didnt take it.

Now, for what ever reason, Apple hasnt sent a new Macbook to you. These things take a while, theres probably just a hiccup in the system or something. I say to give it another 5-7 days before you file a charge-back.

 

[MS bulldog]

who cares if they cancel your cc? its not like there aren't a million others to sign up for...plus they might just be doing you a favor. credit cards are evil in disguise for most consumers.

 

[GoCubsGo]

I've owned more than a dozen Macintosh computers over the past 10 years. Yet Apple is treating me like garbage.

My question: Why should I be punished because Apple sold me a dud machine?

My advice to those thinking about buying a MacBook--WAIT! If you end up with a dud, you'll not only be out nearly a couple of grand, you'll be of little concern to Apple.

1. I'll bet that after 50 years of being an Apple owner they will treat you the same way they treat a new customer. It doesn't matter to them. This holds true for many companies.

2. You're not being punished. Such is life my friend. You pay for something and it breaks, the simple fact that they're willing to give you a replacement speaks wonders for their customer service. (which I know they lack, so does every other company) I'll also venture to guess you're not exactly nice to them on the phone. Based on your assumption that you're being punished and you think that being a 10-year customer should get you somewhere speaks to how you probably talk to the people who probably can't really help you anyway. It sucks for you man, I totally feel for you...but still, that doesn't bring your macbook back.

3. Wait is right. You buy a Rev A you are paying Apple to be their beta tester. After owning 10 years of Apple products I would think you would know this. I've owned an Apple for <2 years and I know this...they probably even have it in their manual.

My advice:
I would get on the phone and be nicer than you've ever been. Ask to speak to a manager. When someone gets on the phone tell them what's up. If they say no manager is available you call and call and call until you get someone to give you to a manager. If you call and ask for a manager and someone says "I'm the manager. Kindly ask for another manager because I assure you, the manager isn't answering the phones and it is some moron on the other end thinking they will get away with it. From there, ask them to overnight you the replacement. You won't get it until after the holiday, but at least you'll know it is on the way.

The nicer you are the more you will get.

 

[japanime]

who cares if they cancel your cc? its not like there aren't a million others to sign up for...plus they might just be doing you a favor. credit cards are evil in disguise for most consumers.

In Japan, it's different. Credit cards are simply debit cards. You charge something, and then you have one month (or sometimes, two months) to pay it back.

If you're canceled, it's tough to get a new one.

 

[japanime]

2. You're not being punished. Such is life my friend. You pay for something and it breaks, the simple fact that they're willing to give you a replacement speaks wonders for their customer service.

It didn't break. It was already broken, in the factory. I opened the box and found it damaged. If I had opened the box at the store, I could have simply left it on the counter and asked for a new one. The fact that I exercised some patience and waited until I got home to open it has resulted in this mess.

I'll also venture to guess you're not exactly nice to them on the phone. Based on your assumption that you're being punished and you think that being a 10-year customer should get you somewhere speaks to how you probably talk to the people who probably can't really help you anyway. It sucks for you man, I totally feel for you...but still, that doesn't bring your macbook back.

Hah! You are so, so wrong, Jessica. In fact, you couldn't be further from the truth. I have been EXTREMELY nice (firm, but nice) with them every step of the way. In fact, I always end my conversations with the remark, "I realize that you weren't the one who built the machine, and therefore it isn't your fault that I received a damaged machine, so I don't blame you personally. I'm just trying to get this matter resolved."

Can I be any nicer than that?

3. Wait is right. You buy a Rev A you are paying Apple to be their beta tester. After owning 10 years of Apple products I would think you would know this. I've owned an Apple for <2 years and I know this...they probably even have it in their manual.

There is something in the manual that if I buy a revision A machine, I should expect to be a beta tester? Surely you are being sarcastic now.

My advice:
I would get on the phone and be nicer than you've ever been. Ask to speak to a manager. When someone gets on the phone tell them what's up. If they say no manager is available you call and call and call until you get someone to give you to a manager. If you call and ask for a manager and someone says "I'm the manager. Kindly ask for another manager because I assure you, the manager isn't answering the phones and it is some moron on the other end thinking they will get away with it. From there, ask them to overnight you the replacement. You won't get it until after the holiday, but at least you'll know it is on the way.

The nicer you are the more you will get.

Yeah, great advice. Be nicer than I've been. Of course, your advice is based on your faulty presumption that I have been rude to AppleCare. Which, as I have explained, I haven't been.

 

[kevin.rivers]

japanime: are you doing this in japanese or in english? (customer service)

This makes a difference, because knowing japanese it is almost impossible to not be nice when speaking with someone, especially considering chances are they are being nice to you. That would blow Jessica's theory right out of the water and I will back you up.

Anyhow, I would just try to keep on them. I have had some long replacement waits with Apple. I would call many times a day. Eventually I would get that awesome person who bends over backwards for me and gets it out to me post haste. Good luck to you and 'be nice'

 

[yah00z]

Well

Do what I did when apple didn't help me out. I emailed the infamous, Steve Jobs. Two days later I recieved a call from executive relations office and a replacement laptop was on it's way.

 

[japanime]

japanime: are you doing this in japanese or in english? (customer service)

This makes a difference, because knowing japanese it is almost impossible to not be nice when speaking with someone, especially considering chances are they are being nice to you. That would blow Jessica's theory right out of the water and I will back you up.

Anyhow, I would just try to keep on them. I have had some long replacement waits with Apple. I would call many times a day. Eventually I would get that awesome person who bends over backwards for me and gets it out to me post haste. Good luck to you and 'be nice'

Kevin...

I've spoken to reps in both Japanese and English. And you are correct--it's hard to sound rude in Japanese. (Though, actually, it can be done!)

But I always approach customer-service folks very politely. I realize it's not their problem that I'm having trouble with whatever it might be that I'm having trouble with. They are simply employees, and deserve the same sort of respect that I expect them to show me.

It's the policy that I'm upset with...

 

[japanime]

Do what I did when apple didn't help me out. I emailed the infamous, Steve Jobs. Two days later I recieved a call from executive relations office and a replacement laptop was on it's way.

Unfortunately, I don't have Steve's personal email address!

I'm considering writing a letter to Cupertino once this is all sorted out. But in the meantime, I simply want the MacBook that I paid for.

 

[GoCubsGo]

Yes the beta test thing was total sarcasam. I laughed while I typed it...I loved what good fun it was.

The rest was me offering help. You took it as a slam, that's totally awesome and fine, but it was just help. When you post your personal issues on message boards and leave out minor details all one can do is assume. You assume Apple is punishing you, I assumed you were being rude on the phone. It was an honest assumption on my part, that's all. If you don't want to take the advice then don't. I wasn't planning on following up on it. I mean, it's not like I was being rude, it is impossible to speak english and sound rude...just as it's impossible to speak japanese and sound rude...right?

Sorry that we misunderstood each other.

 

[ibooksux]

here you go bud. stay genki. be nice and he'll work it right out for you. did for me.

sjobs@apple.com

 

[technicolor]

You couldnt just return the machine, and rebuy a new one? Why send it to Applecare on the first day of buying it?

 

[JLatte]

Hah! You are so, so wrong, Jessica. In fact, you couldn't be further from the truth. I have been EXTREMELY nice (firm, but nice) with them every step of the way. In fact, I always end my conversations with the remark, "I realize that you weren't the one who built the machine, and therefore it isn't your fault that I received a damaged machine, so I don't blame you personally. I'm just trying to get this matter resolved."

Actually, sad to say but a lot of places when they realize in the call center that you're a NICE customer and you're going to stay nice and you understand... those get put off to be handled last.

In this situation, I would be firm but nice, but by now I would have been raising all hell. If they realize that you're seriously pissed, they might take off that note that says you're nice, and he can wait. Yes, I know this is annoying, but sadly in many customer service situations, the squeaky wheel DOES get the grease first.

On the contrary, in a restaurant situation, the squeaky wheel gets their food **** in first.

 

[JMG]

Apple got my money, so they aren't concerned about me. They are, however, concerned about letting their Apple Store stocks run dry, lest somebody walk into the store, find the machines out of stock, and decide to go somewhere else and purchase a non-Apple computer.

Yeah, I don't see how hard it would be for the store you bought it at to just switch it out... or at least apple just give you a voucher to just pick up a brand new one at your nearest store. All that store would need to do is redeem that voucher with apple to have them ship out a replacement for the store's stock. WHat's the big deal?!

The same thing happened to me when I bought my ipod. It was delayed 2 weeks even though I ordered it the day it was released and ended up seeing people just walk in and buy it at the store before mine even left china.

 

[JMG]

3. Wait is right. You buy a Rev A you are paying Apple to be their beta tester. After owning 10 years of Apple products I would think you would know this. I've owned an Apple for <2 years and I know this...they probably even have it in their manual.

why can't apple just hire beta testers? How can a consumer find problems the same day they bought it? How can apple let that happen?! Is it all about money?

 

[MACDRIVE]

Let me ask you this: are you still in possession of the machine? Because if you are not, then you should definitely cancel payment.