Broken iMac superdrive and terrible Apple Customer Services..

[archipellago]

Right, just to say this is a vent and to gauge the opinion of you guys on here. It is also worth bearing in mind that I am in the UK where consumer retail protection seems to be better than in the US. As well as the obligatory 12 mth guarantee, a defective item is considered to have been faulty at point of purchase if the fault develops within the first 6 mths.

I don't have Applecare, again under UK law there can be up to 6 years remediation for faulty products.

so...

I have a 20" Alu iMac, it is the current latest version. The superdrive has always been temperamental. 6 or so times since I had it the system profiler will show 'no burning device' a reboot has always fixed it. Anyway last Tuesday night the superdrive stopped working altogether, no noise, sounds like no power, nothing.

reset PRAM, SMC, run the hardware test from an external drive. No change, the hardware test said no problems.

the following morning I rang apple telephony support and explained my problem, the guy put me on hold for 8 minutes and then cut me off.

rang back and got a lady who advised me that I would have to take it back to the Apple store, but that she couldn't book me a appt. at my nearest one (Sheffield) as they were closing in a week for a refurb. She said I could walk in, wait and hope, but that they wouldn't pick the computer from me as I didn't have applecare.

So I drove to Sheffield (30 miles) waited and was seen by Will. He confirmed the borked drive, but couldn't take it for repair as they were 'stacked out with warranty work' (not a surprise) his only option for me was to drive another 50 miles to the Manchester store and book it in there. When I asked why I was having to drive about with a £1000 4mth old computer when the fault wasn't my problem he couldn't or didn't answer.

so, I drove home and rang Apple Customer Care in Ireland. Initially there was a wait time 'in excess of 15 minutes' (not a surprise) and so I called back later when the wait was only 6 minutes!

Spoke to Dave, he was sympathetic but explained there was very little he could do. In the end he offered to pick the computer up from me and so I gave him all my details. That was last wednesday.....

I've yet to hear anything from anyone...


I don't understand how Apple can offer service that is so bad...

So, when the computer gets fixed, I'll flog it, and the iPhone. I've already cancelled the order I placed for 4 computers for my business, and as my MobileMe is up for renewal in 3 weeks.... guess what!

so, to anyone else with issues I say good luck. The store was rammed with unhappy customers bringing stuff back.

is my experience normal?

 

[Hellhammer]

Call them (again) and tell them that the SuperDrive is broken and needs repair. Also tell him that if he/she cuts you off AGAIN, you'll contact to customer retail protection office (basically a place full of free lawyers here in Finland) and they will sort this out if nothing else can't. Moreover, don't be kind anymore. It usually helps me if I raise up my voice and be a little aggressive. You've got so bad service that you might want to contact Apple (ask for supervisor when phoning) and tell them because that sucks and Apple wants to get rid of those kinda workers

 

[archipellago]

Call them (again) and tell them that the SuperDrive is broken and needs repair. Also tell him that if he/she cuts you off AGAIN, you'll contact to customer retail protection office (basically a place full of free lawyers here in Finland) and they will sort this out if nothing else can't. Moreover, don't be kind anymore. It usually helps me if I raise up my voice and be a little aggressive. You've got so bad service that you might want to contact Apple (ask for supervisor when phoning) and tell them because that sucks and Apple wants to get rid of those kinda workers

thanks, they know the drive is borked, that point is indisputeable.

Dave in Customer Care IS complaints..he wouldn't put me on to anyone else no matter how hard I tried.

dead ends all over the place, I shall just vote with my feet and my wallett whilst encouraging others to do the same.

 

[Hellhammer]

thanks, they know the drive is borked, that point is indisputeable.

Dave in Customer Care IS complaints..he wouldn't put me on to anyone else no matter how hard I tried.

dead ends all over the place, I shall just vote with my feet and my wallett whilst encouraging others to do the same.

Have you tried calling directly to Manchester Apple Store and asking from them? Make an appointment for Genius Bar and tell them while calling that SD is broken and needs the be replaced

 

[archipellago]

Have you tried calling directly to Manchester Apple Store and asking from them? Make an appointment for Genius Bar and tell them while calling that SD is broken and needs the be replaced

I'm not spending more money and time sorting out Apple's fault.

I hate going to Manchester at the best of times..!

love to know what would happen if I was disabled, or didn't have a car!

 

[spcdust]

I can understand them not collecting the computer from your home - to be fair that's one of the perks of paying for Applecare, what I don't understand is the Sheffield store not accepting it for repair. The drive is indisputably broken and you're still within the twelve month warranty - wether the store is "stacked out with warranty work" isn't really your problem - it's there's to sort out. Personally you should have insisted at this point they accept it for repair and not even contemplated a Manchester trip or taking the computer back home.

Next move is to call Apple back, ask politely to speak to a supervisor and explain the whole catalogue of events emphasising the Sheffield part of the story and lack of call backs etc. Keep it polite but firm, stressing the inconvenience already experienced and hopefully they'll sort you out. In my experience Apple are usually pretty good with their customer care.

One last lesson - probably should have reported the Superdrive fault earlier when it started showing the symptoms rather than wait for it to completely fail - if this ultimate fail had happened outside of the twelve months warranty you would had a lot more problems.

 

[Hellhammer]

I'm not spending more money and time sorting out Apple's fault.

I hate going to Manchester at the best of times..!

love to know what would happen if I was disabled, or didn't have a car!

Your only choice is then to call them again and ask for them to pick it up because it's defective. If they still refuse, contact to customer protection office and make them sweat. Or simply, live with it. USB ones costs maybe 20$

 

[archipellago]

I can understand them not collecting the computer from your home - to be fair that's one of the perks of paying for Applecare, what I don't understand is the Sheffield store not accepting it for repair. The drive is indisputably broken and you're still within the twelve month warranty - wether the store is "stacked out with warranty work" isn't really your problem - it's there's to sort out. Personally you should have insisted at this point they accept it for repair and not even contemplated a Manchester trip or taking the computer back home.

Next move is to call Apple back, ask politely to speak to a supervisor and explain the whole catalogue of events emphasising the Sheffield part of the story and lack of call backs etc. Keep it polite but firm, stressing the inconvenience already experienced and hopefully they'll sort you out. In my experience Apple are usually pretty good with their customer care.

One last lesson - probably should have reported the Superdrive fault earlier when it started showing the symptoms rather than wait for it to completely fail - if this ultimate fail had happened outside of the twelve months warranty you would had a lot more problems.

well you have limited options if the guy physically won't take it... I can't print my own receipt! My only option would have been to walk out and leave it there, but that wouldn't have been a good idea.

The guy Will Schwar was/is a tool and wasn't really interested. There was literally a queue out of the door with people bringing stuff back though and the atmosphere all round was 'tense'

The amazing Apple experience eh..??

I'm already in talks with Dave Kelly at Apple Customer Care (Stockley Park number to Hollyhill centre). He's agreed to pick it up now, although he had no choice as sale of goods act say a repair must be offered at minimal inconvenience to the consumer. That being said he agreed to it on Wednesday and I'm still awaiting the courier's call. Rubbish....

trading standards have raised a case and I'll file to go to small claims if nothing happens soon.


I agree I should have reported it earlier, but it won't matter as when its back I'll just flog it and the iPhone I've got and from an earlier post I'll try and spread the word and do what I can to make my peer group stay aware from Apple stuff.

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.


as a company they don't deserve my cash.

 

[Hellhammer]

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.

1. Apple products have great quality and secondly they don't manufacture their components. Broken SuperDrive doesn't make it bad

2. Apple has one of the best customer services on earth, you've just faced bad employees

Call them again and ask for Dave Kelly and if he's unavailable, tell him that you're waiting a call from him because your iMac should be picked up already. It doesn't help if you come to here and complain

 

[Pixellated]

well you have limited options if the guy physically won't take it... I can't print my own receipt! My only option would have been to walk out and leave it there, but that wouldn't have been a good idea.

The guy Will Schwar was/is a tool and wasn't really interested. There was literally a queue out of the door with people bringing stuff back though and the atmosphere all round was 'tense'

The amazing Apple experience eh..??

I'm already in talks with Dave Kelly at Apple Customer Care (Stockley Park number to Hollyhill centre). He's agreed to pick it up now, although he had no choice as sale of goods act say a repair must be offered at minimal inconvenience to the consumer. That being said he agreed to it on Wednesday and I'm still awaiting the courier's call. Rubbish....

trading standards have raised a case and I'll file to go to small claims if nothing happens soon.


I agree I should have reported it earlier, but it won't matter as when its back I'll just flog it and the iPhone I've got and from an earlier post I'll try and spread the word and do what I can to make my peer group stay aware from Apple stuff.

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.


as a company they don't deserve my cash.

Call applecare and ask for customer relations, complain to them and your problem will be solved.

 

[ChrisA]

thanks, they know the drive is borked, that point is indisputeable.

Dave in Customer Care IS complaints..he wouldn't put me on to anyone else no matter how hard I tried.

dead ends all over the place, I shall just vote with my feet and my wallett whilst encouraging others to do the same.

YES. Post this to as many place as you can. Be even more specific with dates and first and last names of those you spoke with. Send copies (links) to Apple.

Tell them you are moving you business back to Ubuntu Linux on PC hardware because of it's even better than Mac OS stability and ease of use.

But the main point is here NOT of post generic "Apple sucks" rants but to be even more specific than you've been. Maybe even relate stories from others you heard while waiting in line for repairs to show that this is a general problem. And again you gain best credibility of you give dates, places and full names and even more if you can give some real quotes and not just paraphrase.

One effective technique with telephone support people is to ask their full name, location of their work place. And then as they talk as them to slowdown "because you can't type so fast" and read back their words and ask if you got it right.

 

[kmaute]

well you have limited options if the guy physically won't take it... I can't print my own receipt! My only option would have been to walk out and leave it there, but that wouldn't have been a good idea.

The guy Will Schwar was/is a tool and wasn't really interested. There was literally a queue out of the door with people bringing stuff back though and the atmosphere all round was 'tense'

The amazing Apple experience eh..??

I'm already in talks with Dave Kelly at Apple Customer Care (Stockley Park number to Hollyhill centre). He's agreed to pick it up now, although he had no choice as sale of goods act say a repair must be offered at minimal inconvenience to the consumer. That being said he agreed to it on Wednesday and I'm still awaiting the courier's call. Rubbish....

trading standards have raised a case and I'll file to go to small claims if nothing happens soon.


I agree I should have reported it earlier, but it won't matter as when its back I'll just flog it and the iPhone I've got and from an earlier post I'll try and spread the word and do what I can to make my peer group stay aware from Apple stuff.

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.


as a company they don't deserve my cash.

Sorry about your luck and I hope you get your problems sorted out. Enjoy your Windows experience, you are a much more dedicated man than I to endure M$ software to prove a point.

By the way and I mean this in a totally complimentary way -- I just love hearing (albeit, in this case reading) you brits speak.

 

[spcdust]

Something does not add up with your posts....

If the machine is under warranty and you have proof of purchase (not an unreasonable requirement for warranty repairs) then there should be no problem at all. You seem to know all about your consumer rights so I'm still surprised you accepted "Will's" refusal to accept the machine for repair at the Sheffield store.

Granted you seem to have had a bad experience but surely a better use of your time would now be to call Apple to enquire when they propose to collect your Mac rather than multiple forum posts and reporting Apple to Trading Standards which seems a tad premature. Apple, in the main, take their Customer Care very seriously, and is usually better than you seem to be experiencing

My advice is get on the phone again, get a resolution with a definite collection date. I would then ask Apple what they will do for you considering the inconvenience you have suffered and the below standard customer care you experienced. I reckon you could angle for complimentary Apple Care cover for the three years from the date of purchase.

 

[mrsir2009]

Apple did the same to me when my iMac's DVD drive broke. It had to be replaced 2 times and they LOST my computer up the other end of the country and it took them weeks to find it

I'm not sure if your experience is normal, but it happened to me and its frustrating

 

[AAPLaday]

From what i hear having the superdrive fail in an iMac is not that uncommon a problem. Mines being very temperamental at the moment. It will accept some dvds and not others. Even though i am out of warranty the guy at the Apple store offered to look at it for me for free to see how bad it was. I will probably just end up getting an external dvd rewriter.

 

[mrsir2009]

From what i hear having the superdrive fail in an iMac is not that uncommon a problem. Mines being very temperamental at the moment. It will accept some dvds and not others. Even though i am out of warranty the guy at the Apple store offered to look at it for me for free to see how bad it was. I will probably just end up getting an external dvd rewriter.

Mine runs DVDs fine but spits out CDs (After getting "fixed" twice by Apple)

 

[archipellago]

1. Apple products have great quality and secondly they don't manufacture their components. Broken SuperDrive doesn't make it bad

2. Apple has one of the best customer services on earth, you've just faced bad employees

Call them again and ask for Dave Kelly and if he's unavailable, tell him that you're waiting a call from him because your iMac should be picked up already. It doesn't help if you come to here and complain

well I would hope that my experience of Apple isn't common but judging from the scenes in Meadowhall Sheffield I wouldn't be so sure.

Funny but in computer/electronics stuff I've only ever bought 3 things from them.

1/ This iMac

2/ Mini - HDD died twice in 8 mths

3/ iPhone 3G.... on my 3rd, one went dead suddenly and one had the 'cracks'. This one seems fine apart from the right earbud in the headset not working..


best customer services?

In my experience...the absolute worst.!

Drive to Manchester? You are having a 'giraffe'!

Didn't thnk complaining on here would help, I was trying to gauge what is and what isn't normal. I get the feeling that Apple's reputation isn't necessarily deserved..

 

[archipellago]

Call applecare and ask for customer relations, complain to them and your problem will be solved.

done..dialled 020 8218 1000

which is Apple UK HO switchboard and asked for Customer Relations..thats where Dave works. He's not quite as useless as the rest of them..

but he's getting there....

wouldn't mind, but its a £1k computer thats 4 mths old...... none of this is my fault...why should I have to run round after I've rung them initially?

 

[archipellago]

Sorry about your luck and I hope you get your problems sorted out. Enjoy your Windows experience, you are a much more dedicated man than I to endure M$ software to prove a point.

By the way and I mean this in a totally complimentary way -- I just love hearing (albeit, in this case reading) you brits speak.

thanks but i'll go back to Kubuntu...should never have left

 

[archipellago]

Something does not add up with your posts....

If the machine is under warranty and you have proof of purchase (not an unreasonable requirement for warranty repairs) then there should be no problem at all. You seem to know all about your consumer rights so I'm still surprised you accepted "Will's" refusal to accept the machine for repair at the Sheffield store.

Granted you seem to have had a bad experience but surely a better use of your time would now be to call Apple to enquire when they propose to collect your Mac rather than multiple forum posts and reporting Apple to Trading Standards which seems a tad premature. Apple, in the main, take their Customer Care very seriously, and is usually better than you seem to be experiencing

My advice is get on the phone again, get a resolution with a definite collection date. I would then ask Apple what they will do for you considering the inconvenience you have suffered and the below standard customer care you experienced. I reckon you could angle for complimentary Apple Care cover for the three years from the date of purchase.

1/ Yes I do know my rights. Will's point about refusing to repair it was
only down to the store closing for almost 3 weeks for refurb in a week. I can't say for definite if he would have taken it in had that not been the case but probably. He confirmed the age of the machine and the borked superdrive. I still don't think I should have to spend 3-4 hours of my time (min) and £25 in fuel plus wear and tear on the car to fix a problem on this computer that is all down to Apple.

2/ I've phoned Apple twice today. Once to C/Rels and once to the tech support line, quoting my ref. Promised a callback from someone both times but nothing. There is only so many times you can keep coming back after having the door slammed in your face 4 or 5 times..! I just don't deal with companies like that.


trading standards would take issue with your opinion of Apple Customer Service as would 3 or 4 of my friends (I've since found out)...I shall say no more than that.



I don't want anything from them by way of products or discounts, I shall not buy from them again.

1/ I've just cancelled my order(s) of Quickbooks (OSX) that was placed in anticipation of multiple macs replacing the ageing dektops at work.... that I've also cancelled.

2/ Business mobiles thru Orange and was looking at 5 iphones for the engineers to use. Forget that.

3/ I would like someone from Apple HO to ring me and simply say..... 'sorry' and get the machine fixed so I can flog it. Cash for petrol and time would be nice but I won't hold my breath. After all they only have $30bn in the bank...!

 

[spcdust]

Well, guess you've made your decision and if the customer service has been that bad then can't really blame you.

 

[archipellago]

Well, guess you've made your decision and if the customer service has been that bad then can't really blame you.

thanks...

just to say...still no call or email.

This lot are just a bunch of clowns.

 

[arjen92]

What I've done twice (I do have Apple Care though) is to bring it to a repair service immediately. Here in the netherlands we don't have apple stores. So you'll have to go abroad to go the apple store, ofcourse that isn't an option. Apple gives a website showing all apple certified company's that are able to repair the thing. Those options are a lot of stores, but also companies.

I delivered it to the company said "it doesn't work anymore, fix it" (with more manners ofcourse), they fix it, and I pick it up. Simple as that. No need to give my receipt or any details when I bought it etc. They can find it in the database of apple by filling in the imac's serial number.

p.s. I was to lazy to find out where you lived, but say you live in manchester you can get this as a result:
http://apple.viamichelin.com/b2b2c/...ctyorpc=manchester&strCountry=1138&x=116&y=24

 

[archipellago]

Thanks. I just thought buying Apple would be different to buying cheap pc stuff in everyway ultimately it ain't true. I have had similar products and a different world level of service from companies such as Dell and Sony

 

[archipellago]

UPDATE - sorted/fixed and over...

for anyone interested I got the iMac fixed by an AASP, at much more inconvenience to me.

Sold on ebay along with the iphone.

Now that Win7 is here I have no need for OS X.

the guy from Apple Complaints eventually got back to me. He'd been on holiday for a week.

Clearly OS X Mail has no 'out of office'...or he has no friends....


anyhow he's sending me an iPod nano for my inconvenience, more for ebay.

good riddance, they deserve nothing less...