Feeling helpless; just off the phone with bad apple rep

[cryer]

I just spoke with someone on the phone whom I dealt with regarding my iMac purchase and he completely shut me down at an extended goodwill offering for having to deal with 5 different defective iMacs and a big FedEx debacle concerning a shipment of one of them.

He originally offered $100 discount for my original purchase at the time (for the FedEx fiasco) and now that I have gone through 5, he says I can no longer accept replacements even though I already got through with a case # for one last week. And that all he can do is give me a refund and the same $100 discount on a future purchase. I had to take off two days of work for the shipping situation that cost me much more than that (I'm not expecting an equivalent discount, just something like 150-200) on top of the already over-a-month-long 5 replacements.

I feel like I'm being punished for doing absolutely nothing except waste time (over a month) on testing 5 iMacs for them. I've had to deal with bad situations with Apple in the past and it's always worked out decently. One time they even gave me a $100 discount PLUS a free set of $150 earbuds two years ago for neglecting to call me back on an issue. This is by far the worst experience and I get nothing except the discount I came in with. Is there anything I can do at this point in getting better treatment?

 

[spinnerlys]

You could write an email to sjobs@apple.com and explain your case and situation and include the case number. Some people get good results with this.


Be polite and straight and you might get a call back from another Apple employee to sort out your situation.

Btw, include the part, where you had decent relations with Apple.

 

[cryer]

That seems like a really long shot as to anything happening that way so I'd rather have something more solid. I appreciate it though.

The other thing about this is that I had read in other yellow tint threads that people were getting treated very nicely in terms of compensation for their troubles, anything from 15% discounts to free ipod touch to multiple $100 credits.

 

[spinnerlys]

That seems like a really long shot as to anything happening that way so I'd rather have something more solid. I appreciate it though.

The other thing about this is that I had read in other yellow tint threads that people were getting treated very nicely in terms of compensation for their troubles, anything from 15% discounts to free ipod touch to multiple $100 credits.

The email doesn't hurt and will only take you fifteen minutes at the most.

Can't you ask for another rep or the supervisor?
Just because you got five replacements, doesn't mean you can't get any more.

 

[cryer]

He said he spoke with management team and this is what they decided on. I thought about calling back again tomorrow and try speaking with someone new but then I'd have to give them my name and order number, and they'd probably see notes in my account about it and automatically deny me or something. Would that happen? How likely is it?

 

[DesignerOnMac]

That seems like a really long shot as to anything happening that way so I'd rather have something more solid. I appreciate it though.

The other thing about this is that I had read in other yellow tint threads that people were getting treated very nicely in terms of compensation for their troubles, anything from 15% discounts to free ipod touch to multiple $100 credits.

You have come on the forum to ask for advise. The first advise was to email Steve Jobs. But you think this is a long shot. You could have emailed Steve in the time it took you to say you want something more 'solid'. Right now you have nothing more solid.

You have no idea where Steve Jobs would do something for you or not, but by making an effort who knows what may or may not happen?

In the end the decision to do something or nothing will be yours. I wish you luck with you iMac. Sorry you have had a bad experience.

 

[SayWord]

I'd say try the email anyway, the worse thing that can happen is that you never get a response.

 

[cryer]

OK guys, i just sent an email out to Steve. I have no idea what to expect but we'll see.

Should i still try and call tomorrow and get someone new? (who will have the account notes from the previous guy)

Or maybe someone can hook me up with a good rep they've had good experiences with?

 

[OatmealRocks]

Or maybe someone can hook me up with a good rep they've had good experiences with?

Are you serious?

Also what happen with the previous 5 iMacs? Just curious.

 

[ravinder08]

He originally offered $100 discount for my original purchase at the time (for the FedEx fiasco) and now that I have gone through 5, he says I can no longer accept replacements even though I already got through with a case # for one last week. And that all he can do is give me a refund and the same $100 discount on a future purchase.
I feel like I'm being punished.
This is by far the worst experience and I get nothing except the discount I came in with. Is there anything I can do at this point in getting better treatment?

HELLO

How exactly are you being punished, you've tried 5 iMacs all no good, what guarantee is there the next one will be any good?
Apple are a business at the end of the day, how many other companies would give you loads of Cash and freebies? Think about it.
I'm still waiting to buy my first Mac (waiting for the revision due soon).
I've held back because of the problems they've had.
I would take the refund and $100 discount and wait for the revision, that's not a bad deal is it?

Good luck hope it all works out for you.

Rav

 

[cryer]

HELLO

How exactly are you being punished, you've tried 5 iMacs all no good, what guarantee is there the next one will be any good?
Apple are a business at the end of the day, how many other companies would give you loads of Cash and freebies? Think about it.
I'm still waiting to buy my first Mac (waiting for the revision due soon).
I've held back because of the problems they've had.
I would take the refund and $100 discount and wait for the revision, that's not a bad deal is it?

Good luck hope it all works out for you.

Rav

You clearly are a newbie. In my experience, Apple has much better customer service than this. They've gone above and beyond in many situations that I've personally had in the past and in many others' experiences. Just read through the yellow tint thread and you'll see instances where people have reported getting further compensation and goodwill due to iMac problems. No need to selectively respond to my post.

But that point is pretty moot since I am not demanding anything close to "loads of cash and freebies". I said I just wanted something decent like a 150-200 discount rather than just the 100 that was originally only meant for the shipping issue, not the iMac issue as a whole. You also aren't the one having to deal with this problem for over a month, taking up your time and energy, lugging a 50 lb box to and from work and home without a car. Add to that the shipping debacle in which I had to stay home for two days, all the while checking frantically for the delivery person to come -- only to have them leave a note next to my own note that says they missed me when I was actually home. Then having to do the same the next day. Not having a reliable computer for this long is also frustrating as I need it for work.

 

[OGDaniel]

HELLO

How exactly are you being punished, you've tried 5 iMacs all no good, what guarantee is there the next one will be any good?
Apple are a business at the end of the day, how many other companies would give you loads of Cash and freebies? Think about it.
I'm still waiting to buy my first Mac (waiting for the revision due soon).
I've held back because of the problems they've had.
I would take the refund and $100 discount and wait for the revision, that's not a bad deal is it?

Good luck hope it all works out for you.

Rav

Sorry for the culty talk, but Apple is not a business. Apple is a way of life. When you make a multi-thousand dollar purchase on a computer, that more than likely dictates and deals with a lot in your life, you are in fact purchasing a lifestyle, not a product.

And only the iMac's are really having problems lately, look around on this site and try to find someone having a problem with a new Aluminium MacBook.

To the OP, I truly hope your problems get sorted out soon. I hate how much these machines cost and yet instances like this where you must make 5+ exchanges until you get a good one.

I hate dealing with the Apple people on the phone too, the experience dealing with a Genius in person is much more satisfying and not very stressful. I hope everything works out dude

 

[ravinder08]

Sorry for the culty talk, but Apple is not a business. Apple is a way of life. When you make a multi-thousand dollar purchase on a computer, that more than likely dictates and deals with a lot in your life, you are in fact purchasing a lifestyle, not a product.

Okey Doke looking forward my new lifestyle when I finally get my iMac!
Hopefuly the problems will be ironed out when it finally hits.

Rav

 

[SayWord]

Having a mac lifestyle is similar to having a Starbucks lifestyle...it's a way of life...