Contacting Apple's Corporate Office

[nickelbackmac]

About a store. We have a huge new mall, "The Mall at Turtle Creek". It still has space available to rent, pretty big sized stores if you ask me. The nearest Apple Store is about 2-4 hours from here in Jonesboro.

That's what I told an Apple Customer Care specialist, so he told me to write a letter to the Apple Corporate Office in Cupertino, California and give it a try.

Would they listen? Or would they throw away the letter? I hate having to drive hours to go to 1 store where I just toy around and possibly buy a few things. It drives me mad. But if we had an Apple Store in our new mall, which opened in March, I would only have to drive about 15-20 minutes.

So, my real question is, is there even a tiny chance that the Corporate Office will read the letter and say "Hey, let's give it a shot." If they open a store, I would be so happy I'd scream "I HELPED GET US THIS STORE!!!!" in the middle of public at the mall. Heck what would I care? We'd have a long wanted Apple Store!

So... should I try? Or is it a waste of time? Thanks!

 

[BMCGU]

Message for Corporate Office

I have been a Mac fan since they first came out. I have convinced everyone in my family to buy them and all of my close friends have bought macs because of my recommendation. Not only is the product the best but the customer service used to be amazing. In October of 2008 I purchased a MacBook Pro and because I had a problem with the keys leaving an impression on my screen with my previous mac I would lay the cloth cover over the keys when I closed it. After doing this about 100 times with no problem I closed it one time and the cloth cracked the screen. I took it to an Apple store where I was told that it would cost $1200 to replace the screen. This computer was only a few months old. I thought that was excessive to replace so I contacted a customer service rep from apple and I just wanted to share his response to my email.
"I'm sorry if you broke your screen and want us to replace it for free. Have a nice day."
First, I wasn't asking for it to be replaced for free, I just thought that $1200 was excessive since Staples will replace it for $500. I just couldn't believe that a representative from Apple could treat a loyal customer so badly. I have decided to never purchase another apple computer and I share this story at my trainings that I do in Customer Service around the country. Apple needs to know that when you have a good experience with a company you tell 1-2 people but when you have a bad experience you tell 6-10 people. It makes me sad that a company that was so great doesn't care about it's customers any longer.

 

[miles01110]

Can't hurt to try, can it?

 

[Benguitar]

Here is their corporate phone number, 408-996-1010

 

[DavidAijai]

I have been a Mac fan since they first came out. I have convinced everyone in my family to buy them and all of my close friends have bought macs because of my recommendation. Not only is the product the best but the customer service used to be amazing. In October of 2008 I purchased a MacBook Pro and because I had a problem with the keys leaving an impression on my screen with my previous mac I would lay the cloth cover over the keys when I closed it. After doing this about 100 times with no problem I closed it one time and the cloth cracked the screen. I took it to an Apple store where I was told that it would cost $1200 to replace the screen. This computer was only a few months old. I thought that was excessive to replace so I contacted a customer service rep from apple and I just wanted to share his response to my email.
"I'm sorry if you broke your screen and want us to replace it for free. Have a nice day."
First, I wasn't asking for it to be replaced for free, I just thought that $1200 was excessive since Staples will replace it for $500. I just couldn't believe that a representative from Apple could treat a loyal customer so badly. I have decided to never purchase another apple computer and I share this story at my trainings that I do in Customer Service around the country. Apple needs to know that when you have a good experience with a company you tell 1-2 people but when you have a bad experience you tell 6-10 people. It makes me sad that a company that was so great doesn't care about it's customers any longer.

Can we not have these anymore on this site.... PLEASE!

1. Why call Apple in the first place if you werent looking for a price reduction? Did you really call just to share with them your experience? GET REAL DUDE! Think about how many times a day people call up with hands out like Oliver Twist asking to be saved because they broke what they purchased.

2. If you know that Staples could fix it for $800 dollars cheaper then why not just go there to get it fixed and save this silly post for something that is really important?

3. Sorry if you feel I am being harsh, but I have been a member here for a very short period of time and all I see is people wanting to hate on companies due to there own stupidity and think that these companies owe them something becuase they have been brand loyal for 84 years.

4. What in the F*&^ does this even have to do with the kid asking if he should write Apple to see if he can give his .02 about why this mall would be a perfect spot for a new Apple store?

 

[spinnerlys]

Could be a troll David, as you can see the thread was started in 2006, and he resurrected it for his own little purpose.

By the way, are trolls automatically assumed to be male?

 

[kkiran]

@ Benguitar : Thanks for the number. Talking to corporate care. A store manager failed to live up to Apple's expectations. Apple shipped me a damaged iPhone in the repair process and this store manager (Anthony Cuni @ Menlo Park Apple Store) wouldn't even take a look at it. He says only one tech can handle this and the rest all are not trained on replacing iPhones! He says, he can replace the iPhone if it is in the 30 day warranty period or he can sell me a new iPhone instead!

Filed a complaint just now. Hope he gets a good thrashing and hope no one else would face such an issue again.

 

[pelicanflip]

I have been a Mac fan since they first came out. I have convinced everyone in my family to buy them and all of my close friends have bought macs because of my recommendation. Not only is the product the best but the customer service used to be amazing. In October of 2008 I purchased a MacBook Pro and because I had a problem with the keys leaving an impression on my screen with my previous mac I would lay the cloth cover over the keys when I closed it. After doing this about 100 times with no problem I closed it one time and the cloth cracked the screen. I took it to an Apple store where I was told that it would cost $1200 to replace the screen. This computer was only a few months old. I thought that was excessive to replace so I contacted a customer service rep from apple and I just wanted to share his response to my email.
"I'm sorry if you broke your screen and want us to replace it for free. Have a nice day."
First, I wasn't asking for it to be replaced for free, I just thought that $1200 was excessive since Staples will replace it for $500. I just couldn't believe that a representative from Apple could treat a loyal customer so badly. I have decided to never purchase another apple computer and I share this story at my trainings that I do in Customer Service around the country. Apple needs to know that when you have a good experience with a company you tell 1-2 people but when you have a bad experience you tell 6-10 people. It makes me sad that a company that was so great doesn't care about it's customers any longer.

Nah, customer service treated you perfectly fine.

"I'm sorry if you broken your screen and want us to replace it for free. Have a nice day."

"Apple’s One-Year Limited Warranty for MacBook Pro excludes coverage for damage resulting from a number of events, including accident, liquid spill or submersion, unauthorized service and unauthorized modifications. If damage is outside the scope of warranty coverage, service may be available through a local AASP or an Apple retail store, but all service charges will be your responsibility."

You bought MBP. You agreed to the conditions of the warranty. Deal with it. Stop expecting free handouts left and right because of something you did.

You don't want to be an apple customer anymore? Good, no one at Apple wants to deal with a customer like you anyway.


nickelbackmacm, I think you should give it a shot. It'd be pretty cool if Apple opened a new store in your mall thanks to your help.

 

[cljb]

Nah, customer service treated you perfectly fine.

"I'm sorry if you broken your screen and want us to replace it for free. Have a nice day."

"Apple’s One-Year Limited Warranty for MacBook Pro excludes coverage for damage resulting from a number of events, including accident, liquid spill or submersion, unauthorized service and unauthorized modifications. If damage is outside the scope of warranty coverage, service may be available through a local AASP or an Apple retail store, but all service charges will be your responsibility."

You bought MBP. You agreed to the conditions of the warranty. Deal with it. Stop expecting free handouts left and right because of something you did.

You don't want to be an apple customer anymore? Good, no one at Apple wants to deal with a customer like you anyway.


nickelbackmacm, I think you should give it a shot. It'd be pretty cool if Apple opened a new store in your mall thanks to your help.

I'm with BMCGU -
He has every reason to be upset with customer care. They don't listen.... just as he indicated... he wasn't looking for a freebie, and apparently you didn't read that part either. They do not really listen to customer concerns.

I had a similar experience today where they did not care about my concerns nor would they listen..... they have their dialog they follow and if a question doesn't fit.... they repeat themselves.

I am a brand new apple owner..... I was sold on them for the first year.... thought it was great....UNTIL.... my system, ONE YEAR later started having problems --- found on the internet to be common -- black screen appearing while using.
APPLE doesn't care. and talks to you like you are an idiot. SO....they just lost the sale of 3 computers for students in my home and who knows how many more as I tell my friends who have been asking.... "what kind of computer are you getting for your children?" NOT AN APPLE. They use to be good, I'm sure, but just like every other company that gets so big they forget about people..... they compromise their quality and their customer care for money.


This is the original post and the guy I sympathize with....

Originally Posted by BMCGU
I have been a Mac fan since they first came out. I have convinced everyone in my family to buy them and all of my close friends have bought macs because of my recommendation. Not only is the product the best but the customer service used to be amazing. In October of 2008 I purchased a MacBook Pro and because I had a problem with the keys leaving an impression on my screen with my previous mac I would lay the cloth cover over the keys when I closed it. After doing this about 100 times with no problem I closed it one time and the cloth cracked the screen. I took it to an Apple store where I was told that it would cost $1200 to replace the screen. This computer was only a few months old. I thought that was excessive to replace so I contacted a customer service rep from apple and I just wanted to share his response to my email.
"I'm sorry if you broke your screen and want us to replace it for free. Have a nice day."
First, I wasn't asking for it to be replaced for free, I just thought that $1200 was excessive since Staples will replace it for $500. I just couldn't believe that a representative from Apple could treat a loyal customer so badly. I have decided to never purchase another apple computer and I share this story at my trainings that I do in Customer Service around the country. Apple needs to know that when you have a good experience with a company you tell 1-2 people but when you have a bad experience you tell 6-10 people. It makes me sad that a company that was so great doesn't care about it's customers any longer.

 

[appletosser]

BAD customer service

I agree with cljb. Five days ago I wrote to sjobs@apple.com and have received no reply. Here's my account of recent experience with Apple:

Dear Mr. Jobs:
I am completely dismayed by your company's shoulder-shrugging refusal to solve the problem Apple created by prompting me to download the "upgrade" of iphone 4 for my 3G. My iphone immediately crashed, and I've spent about 24 hours of my time and three trips to the Apple store in Glendale, Arizona wiping everything off my phone and reloading it in various configurations. I've downloaded Apple's fix. Nothing seems to solve it for more than a week or two. The worst part is that I've had numerous occasions where I couldn't even answer business calls because of this problem, and it takes sometimes 20 seconds or more to open apps, if they open at all. This phone is useless to me now. Yesterday, I was told by trent, an underling at the Apple store, and then again by his "Manager" Christie (whose dress and name tag looked exactly the same as every other underling there) that the only thing Apple would do is replace my phone with exactly the same model with the same 4G software that causes this problem. So I'd have a new phone with the same software problem. How does that solve the problem? I've already wasted enough of my time uploading and downloading, trying to solve YOUR problem. I suggested a no-cost upgrade to iphone4, if that's the only real solution, and she said absolutely not. I asked why, and she curtly stated, "Because it's not our policy! that's all I can do. have a nice day!" There was no attempt to offer any kind of recompense for my unusable iphone, extreme inconvenience and lost time.
Such arrogance and bad customer service should not go unreported to other potential consumers. Being a business owner, I should think that you might be concerned with a cavalier attitude that says, "I don't care if we caused your problem, we are NOT going to solve it for you. You have to pay us money to upgrade to a new phone that doesn't have the problem we caused." Something's very wrong with your company.
At this point, I am planning to avoid Apple like the plague. I was considering buying a new Mac Pro Laptop, but now that is totally out of the question. And I'll be emailing all 743 of my contacts a little note warning them about Apple's customer service.