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Complaint Letter to Apple about iMac

N

nikuskwas

macrumors newbie
Original poster
Sep 26, 2007
24
0
Hello Everyone,

I finished writing a Complaint letter to Apple's Customer service. I intend to send it to Apple US and Apple Latin America. If someone could please help me out with some specific email address / regular address for me to send this to. I WANT TO BE HEARD (I guess that's what everyone wants...) This kind of abuse is unacceptable. Here is the letter:

------------------------
To Apple Custumer Support:

I am writing to you because I want to complain about a specific service, and that is, the guarantee assistance that Apple has outside the United States. My specific case goes like this: I bought an iMac in the US and brought it to Ecuador, South America. In my country, there is an Authorized Apple Technical Support as well as a couple of Apple stores. So when I got my iMac broken (Main Board stopped working without a particular reason) I took the computer to this facility. Of course I had my Guarantee (the computer was bought 2 months before). The problem is the time the Guarantee took.

At first, I was promised to wait 2 weeks the MOST. Later on, I had to wait an additional 2 weeks. I was told that at some point, a replacement had come, but it was broken. So another 2 more weeks had to pass by. I gave AppTek (Apple's tech support in Quito-Ecuador) my iMac exactly on October 11. The computer was given back to me on December 3. This is almost a 2 month waiting. I repeatedly spoke with AppTek Manager, JAVIER ACOSTA, asking for either a replacement computer or just a borrowed computer, but I was refused in all occasions. I was also refused in getting a contact information to Apple Latin America or in the US to post this complaint. I am worried about Apple's quality of personnel and assistance outside the US, and demand that this should be paid particular attention.

I have been an Apple customer for over 17 years, and will continue to be so. This kind of situations should never happen. If a computer cannot be repaired in a reasonable amount of time, then a replacement is a MOST. That is, at least, what the GUARANTEE document says. During this 2 month period, I lost a great amount of money, because my iMac is my working tool. I was completely left aside, with no assistance and no help. Please, some action has to take place.

Thank you for your time,

Best Regards,

Nicolas Villarreal Kwasek
3D Modeling and Animation Artist
http://www.nicolasvk.com
n_villarreal@panchonet.net
Quito - Ecuador
 
So when I got my iMac broken (Main Board stopped working without a particular reason) I took the computer to this facility. Of course I had my Guarantee (the computer was bought 2 months before). The problem is the time the Guarantee took.
Click to expand...

My iMac soon developed a fault and ceased to work, so I took my computer to the Authorized Technical Support / Apple Centre (which?). As my machine was still under guarantee I expected a repair or replacement. A faulty mainboard was diagnosed, but my complaint is regarding the time taken for my machine to be repaired.

At first, I was promised to wait 2 weeks the MOST. Later on, I had to wait an additional 2 weeks. I was told that at some point, a replacement had come, but it was broken. So another 2 more weeks had to pass by. I gave AppTek (Apple's tech support in Quito-Ecuador) my iMac exactly on October 11. The computer was given back to me on December 3. This is almost a 2 month waiting. I repeatedly spoke with AppTek Manager, JAVIER ACOSTA, asking for either a replacement computer or just a borrowed computer, but I was refused in all occasions. I was also refused in getting a contact information to Apple Latin America or in the US to post this complaint. I am worried about Apple's quality of personnel and assistance outside the US, and demand that this should be paid particular attention.
Click to expand...

At first I was promised the repair would take no more than two weeks. However, I had to wait a full four weeks and more delays were experienced when the replacement was also faulty. I booked my computer in on October 11th and received it back on December 3rd - nearly a two month wait.
I repeatedly spoke with AppTek Manager, Javier Acosta, asking for either a replacement computer or a machine to borrow computer, as it was vital to my work, but my requests were refused. I asked for Apple's contact details so I had register a complaint, but my request for this was also refused by this gentleman. This causes me great concern over the qualtiy of Apple's personnel outside the United States.

I have been an Apple customer for over 17 years, and will continue to be so. This kind of situations should never happen. If a computer cannot be repaired in a reasonable amount of time, then a replacement is a MOST. That is, at least, what the GUARANTEE document says. During this 2 month period, I lost a great amount of money, because my iMac is my working tool. I was completely left aside, with no assistance and no help. Please, some action has to take place.
Click to expand...

I have been a loyal Apple customer for over 17 years, and will continue to be so, but this situation should never have happened. If a computer cannot be repaired in a reasonable amount of time, then a replacement is a very reasonable expectation. I suffered a financial loss as my machine is a necessity for work and feel I have received extremely poor service on this occasion. I would be grateful if you would look into this incident and take some action to ensure other customers do not suffer the same poor service that I had to endure.
 
Great! Thank you guys. As you may see, english is not my native language! :p I appreciate all your help. So... where can I send this letter to? All I get in the Apple website are either phone numbers or sales support. Any special email address I could send this to (and hopefully get a reply)?

Thanks,

Nick
 
milaround said:
Leave it to the English to correct your... English.:rolleyes:
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Let an American proof read that and not some hissy brit :rolleyes: jk why don't you actually write it out and send it with a receipt confirmation? Seems as if it would draw their attention more.
 
nikuskwas said:
Great! Thank you guys. As you may see, english is not my native language! :p I appreciate all your help. So... where can I send this letter to? All I get in the Apple website are either phone numbers or sales support. Any special email address I could send this to (and hopefully get a reply)?

Thanks,

Nick
Click to expand...

give me a few minutes ill make a few calls and get you a email address and address for mr. Steve Jobs' himself...... mkay?:apple:

edit: did you buy apple care? because that would get you the world class support for 3 years
 
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