Broken iMac superdrive and terrible Apple Customer Services..

[spcdust]

But apple wanted him to drive 50miles to manchester having already driven 20miles to sheffield at cost to him, to replace a 4month old £1000+ computer? how would this not make you pissed off?

Granted, and last week I had every sympathy with the guy and said as much but to be fair I could never understand why he accepted this in the first place as this was blatantly in-correct. I suppose I'm reacting to his rather OTT perspective on his issues - within a week he's sold all his Apple Goods, raised a complaint with Trading Standards etc etc.

 

[archipellago]

To the OP - you need to calm down a little bit and probably get some perspective. It seems odd that the majority of people have very positive experiences with Apples aftercare but the one guy who demonstrates a rather hot headed attitude in their postings - low and behold has nothing but trouble in all their dealings with Apple. I'm no Miss Marple but maybe there's a connection.

You've made up your mind and got rid of all your Apple products so why are you still banging on about it?

By the way - I count myself as not a Mac Fanboy.

I came here to update my own thread, if you don't like it then don't post.

If you notice, the positive points about Apple tend to be US based. UK seems to be more hit and miss.

I don't think I'm hot headed and certainly wasn't on the phone, I am direct and firm, but polite and courteous.

my attitude certainly has ZERO to do with the (lack of) quality of Apple products in my experience.

btw... you should have seen the activity in the store I personally spoke to over a dozen people bringing back 'in warranty' equipment.

positive experience? very rarely....

 

[spcdust]

Original Apple supprt line said they would have picked up my computer IF I had Applecare.

Which is fair enough - that's one of the perks of paying for this cover. Like most goods if they are faulty within the warranty then it's generally a return to point of purchase OR many online retailers will put the onus is on the purchaser to pay for the transit back to the retailer for warranty repairs. Whenever I make online purchases I always read the T&C's to see what the retailers policy is on this as it's worth paying an extra £10.00 on the initial cost with a retailer that will pay for return to base costs.

Honestly, I'm sorry the OP has had a bad experience and probably it's best if I gracefully retire from this thread.

 

[archipellago]

Granted, and last week I had every sympathy with the guy and said as much but to be fair I could never understand why he accepted this in the first place as this was blatantly in-correct. I suppose I'm reacting to his rather OTT perspective on his issues - within a week he's sold all his Apple Goods, raised a complaint with Trading Standards etc etc. If I was cynical I would say it's all very Troll like behavior.

ok, tell me what you would have done when the 'Genuis' WOULD NOT accept it?

leave it there?

It was incorrect, but I had no options. I didn't accept it but there was nothing else I could do. Bearing in mind the sheer number of people who were there returnign stuff.

I even asked if I could leave it there for them to send either back to Apple or to the Manc. store but still no joy.


I'm no troll and I resent the implication. I've posted 1 thread on 1 board. My subsequent actions will hopefully help others (there are many) in similar situations, I believe Apple is acting illegally with its' interpretation of the SOG act.

 

[spcdust]

ok, tell me what you would have done when the 'Genuis' WOULD NOT accept it?

leave it there?

It was incorrect, but I had no options. I didn't accept it but there was nothing else I could do. Bearing in mind the sheer number of people who were there returnign stuff.

I even asked if I could leave it there for them to send either back to Apple or to the Manc. store but still no joy.


I'm no troll and I resent the implication. I've posted 1 thread on 1 board. My subsequent actions will hopefully help others (there are many) in similar situations, I believe Apple is acting illegally with its' interpretation of the SOG act.

Okay - I withdraw the Troll comment.

 

[archipellago]

Which is fair enough - that's one of the perks of paying for this cover. Like most goods if they are faulty within the warranty then it's generally a return to point of purchase OR many online retailers will put the onus is on the purchaser to pay for the transit back to the retailer for warranty repairs. Whenever I make online purchases I always read the T&C's to see what the retailers policy is on this as it's worth paying an extra £10.00 on the initial cost with a retailer that will pay for return to base costs.

Honestly, I'm sorry the OP has had a bad experience and probably it's best if I gracefully retire from this thread.

why accept that?

It is illegal to charge you for the return of faulty goods. Its on the statute, its law.

minimal inconvenience, no extra cost.

black and white.


the t&c's can't overide the law of the land. They cannot put the onus on the consumer.

in my case they wouldn't accept it back in ANY WAY, whether I paid for carriage or they did.

And Applecare should NOT be a pre-REQUISITE for Apple to follow the law. As I've said before the law in this country protects products for a period up to 6 years (depending on price/use etc.)

Small claims court would find on your favour 99% of the time for a £1k computer lasting up to 3 years.

Apple get away with this because people like you let them.

 

[archipellago]

I guess I've had better results with AppleCare, not sure if it's because I'm in the US. I had a PowerPC G5 and burned out 3 SuperDrives. Basically every day I would burn a DVD to watch at the gym. AppleCare always provided me with the new drive shipped to me. I've had at least 10 Macs and yes, sometimes they have problems. My 13 month old iMac had an HDD fail which was replaced. 3 months later it died again and Apple replaced it and the power supply. They still had problems booting the machine, so instead of delaying me, they offered me a replacement with a new iMac (better specs) right from the store. No other company I know of will offer to do that.

Plus, here in the US, you can schedule a time for AppleCare to call you back so you don't have to wait on the phone on hold. This is why Apple is #1 in customer care.

I'm really sorry you've had all these problems. As for the store not taking the computer for repair, I can understand if they wouldn't be able to fix it before the store closed for Refurb.

Apple QC not a new issue then.?

3 superdrives?

wow!

I think given the history you mention then lots of companies would replace the machine. They could be in trouble if they didn't, 2 HDD's failing in 3/4 months, plus new PSU and still not fixed smells 'lemony' or incompetent to me.

the store was closing in a week btw, wasn't closed at the time.

their turn of phrase was..

"sheer volume of warranty work..."


speaks 'volumes'

 

[spcdust]

why accept that?

It is illegal to charge you for the return of faulty goods. Its on the statute, its law.

minimal inconvenience, no extra cost.

black and white.


the t&c's can't overide the law of the land. They cannot put the onus on the consumer.

in my case they wouldn't accept it back in ANY WAY, whether I paid for carriage or they did.

And Applecare should NOT be a pre-REQUISITE for Apple to follow the law. As I've said before the law in this country protects products for a period up to 6 years (depending on price/use etc.)

Small claims court would find on your favour 99% of the time for a £1k computer lasting up to 3 years.

Apple get away with this because people like you let them.

You are correct and I stand corrected - online retailers do have to bear the cost of transit for warranty repairs.

 

[The Samurai]

OP

I feel for you. You shouldn't have been treated the way you had been, its outright stupid that they didn't sort the issue out promptly - considering your in your first year of purchase.

Its a give and take in my opinion - if you feel you'd be better off with Windows 7, then so be it. I can't comment on it as I haven't used it. All I do know is that I know when I call customer service - i'll be speaking to someone who can understand my needs/wants and won't be transferred to a foreign country and going through the robotic procedures.

Wish you all the best

 

[archipellago]

OP

I feel for you. You shouldn't have been treated the way you had been, its outright stupid that they didn't sort the issue out promptly - considering your in your first year of purchase.

Its a give and take in my opinion - if you feel you'd be better off with Windows 7, then so be it. I can't comment on it as I haven't used it. All I do know is that I know when I call customer service - i'll be speaking to someone who can understand my needs/wants and won't be transferred to a foreign country and going through the robotic procedures.

Wish you all the best

Well funnily enough I spoke Americans when I rang support. The first one was as unintelligible as the Indians. The 2nd guy was fine though.

Support wise, the only line I've ever had to ring was Apple's. I take the general point about foreign call centres, but if the product "just works" then it doesn't really matter.

btw you should check out Win 7, if only to dual boot with OS X. I'm sure you'll be surprised and amazed at the improvements.

thanks for the post

 

[jdaco6]

Thank you very much for this, i even had applecare and they refused to pick up! I will follow this up.

Thanks

 

[davidjearly]

If you are in the UK then they aren't allowed to do that, providing it's in warranty.

They have to offer a repair as an absolute minimum at minimal inconvenience and cost to you.

They should compensate you for your time and fuel.

The normal Apple support line wouldn't do it (pick it up) it was only when I got to complaints that I got offered that..... which when I said OK.....didn't happen anyway!

I've raised a case with trading standards to get clarification on procedure.

Ok, you're trolling now and talking absolute garbage at the same time.

In the UK, a manufacturer does not even have to offer a guarantee with the product. Neither do they have to offer a repair at 'minimal inconvenience' to the customer.

Uplift of faulty hardware is a feature of Applecare. It is NOT included in the standard Apple warranty. Now, I do think Apple should offer an improved basic warranty with their products, but they don't have to.

They certainly do not have to compensate the customer in any way. To be quite honest, from the tone of your posts I think you got exactly what you deserved.

 

[davidjearly]

Well funnily enough I spoke Americans when I rang support. The first one was as unintelligible as the Indians. The 2nd guy was fine though.

Oh great, I wish I'd seen that you are a racist before I posted at all.

 

[BelowTheBelt]

They certainly do not have to compensate the customer in any way. To be quite honest, from the tone of your posts I think you got exactly what you deserved.

As you sow, so shall you reap

I believe your right, you get what you give ;-)

 

[jvalente]

I'm on the OP's side

I haven't got a mac yet, but do have an iPhone and iPod. Because of the way apple advertise their customer service and quality of product, I'll definitely be annoyed if I'm not completely satisfied at all times, especially when something goes wrong. My experience with the apple store in Sydney aus has been mostly good, they replaced my faulty iPhone charger with very little hassle. What have other Australians experienced in regards to apple service?

 

[archipellago]

Ok, you're trolling now and talking absolute garbage at the same time.

In the UK, a manufacturer does not even have to offer a guarantee with the product. Neither do they have to offer a repair at 'minimal inconvenience' to the customer.

Uplift of faulty hardware is a feature of Applecare. It is NOT included in the standard Apple warranty. Now, I do think Apple should offer an improved basic warranty with their products, but they don't have to.

They certainly do not have to compensate the customer in any way. To be quite honest, from the tone of your posts I think you got exactly what you deserved.

I was not talking about the manufacturer I was talking about the retailer, it just so happens in this case that Apple are actually both.

If you care to research the sale of goods act then I would hope you would see the errors in your posting and apologise. The wording of the act is VERY clear.

No they don't have to offer an uplift of the faulty hardware, but seeing as it was bought online via Apple UK then it would seem sensible, reasonable even to use the same method of return as delivery. If Apple want me to take my time and my cost to return a faulty product to them then they should at the very least cover actual costs. (fuel, parking etc.) Remember the law is clear "..no cost, minimal inconvenience.."

I think an Ipod nano, which has shipped today is a reasonable compensation, costs Apple not a lot but I get a very saleable item to cover my costs.

I asked them for nothing in the end, this is something they volunteered AFTER I told them I had sold all the goods, so I presume they disagree with you.

If you have any questions about process/procedure or SOG act as it applies to consumers then ask away, you seem to not understand it too well.

 

[archipellago]

As you sow, so shall you reap

I believe your right, you get what you give ;-)

I got a nano.

what your point?

 

[archipellago]

Oh great, I wish I'd seen that you are a racist before I posted at all.

eh..?

where did I mention race or skin colour?

It was a factual remark, I struggle to understand Geordies and the Welsh too, of course they didn't answer the phone..

 

[BelowTheBelt]

I got a nano.

what your point?

My point is, from all of the rambling here you have done, it's turned from constructive conversation with information for people, to speaking about Indians being unintelligible.

I am now very sure in my own opinion any conversations you had with Apple turned out no different in the way of complete disrespect.

eh..?

where did I mention race or skin colour?)

Looks like you did here,

Well funnily enough I spoke Americans when I rang support. The first one was as unintelligible as the Indians. The 2nd guy was fine though.

 

[Gavin S.]

Maybe the guy chose his words poorly, but I doubt there is a soul on this board who hasn't experienced and complained about not being able to understand the outsourced csr-tech support person they reached when they needed help. Give it a rest already.

 

[archipellago]

Maybe the guy chose his words poorly, but I doubt there is a soul on this board who hasn't experienced and complained about not being able to understand the outsourced csr-tech support person they reached when they needed help. Give it a rest already.

thanks... true

If I had reached a Newcastle UK call centre I would have made similar remarks about them....

 

[archipellago]

My point is, from all of the rambling here you have done, it's turned from constructive conversation with information for people, to speaking about Indians being unintelligible.

I am now very sure in my own opinion any conversations you had with Apple turned out no different in the way of complete disrespect.



Looks like you did here,

When I speak to Indian based support centres, or rather the people in them by telephone i find them universally hard to understand, hence unintelligble.

Thats a fact based on many experiences, but it's only what I find to be true for me. Others may vary and thats for them to decide. Maybe the choice of phrase was poor but the intent was 'incoherence' nothing else.

why, I as a UK customer can't speak to someone in my own country about things like this is beyond me. If I knew where the support was based for different products/services then it would influence my buying decisions.

In the UK many companies advertise 'UK call centres only' as a selling point.


My conversations with Apple were as I have stated before firm but polite. Apple's UK policies and general support is poor in my opinion, and they are not afraid of breaking the law. They have only recently lifted the re-stocking charge on returned items sold 'from a distance' over here.

Distance selling regulations (online, mail order) allow a cooling off period for you to change your mind and get a full refund. Apple flaunted this for years before being forced to amend their policy and issue lots of refunds.