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How DARE she?! (Yellow Tint MBP, Apple Store rant)
- Thread starter wako
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It is threatening, because the return policy is you are ELIGIBLE FOR A RETURN OR EXCHANGE on a system that is DEFECTIVE. The manager who threatened me said I would not be able to return future products no matter what the problems there are on the screen. That is threatening me of a right that I have, by denying a defect that clearly exists.
And yes you are absolutely right, I could goto another store and simply return it there. However in no way should I be unable to return a defective item from where I originally purchased.
As for why do I want a apology from that specific manner? Because to be honest, I find it is a cowardly act to have a intermediate to apologize. In no way did the person who called me do anything wrong to me, why should that person have had apologized to me? And on top of that, I dont even know if the manager even understands what she has done wrong. Think of it this way, if a kid punched you in the balls would you rather have him or his mother apologize to you? It means nothing if his mother apologizes, it means more if the kid who hit you apologizes. Besides it also gives you a certain satisfaction, because regardless if the person means it or not, nobody likes apologizing and admitting doing wrong, so in the end, you win.
I dunno, I am happy of the outcome though. I do hope that manager did get some disciplinary action, whether it be a formal review or a quick talk with her superiors. I am also happy to see how the corporate Apple is willing to take a loss to mend things. Even though it is just a ploy for me to buy more of their products in the future... it probably will work
... come on iPhone rev. B!I can totally understand why you'd want an apology straight from the manager, but I wouldn't fret too much. Apple clearly did come through for you in the end. Yes, it should never have reached that stage, but still - at the end of the day you got what you wanted.
Presumably if they gave you $800 worth of upgrades, they only did so because they believed that the manager was being an idiot. So they must have already given her some kind of warning, which would probably faze her far more than the prospect of apologizing to you.
Presumably if they gave you $800 worth of upgrades, they only did so because they believed that the manager was being an idiot. So they must have already given her some kind of warning, which would probably faze her far more than the prospect of apologizing to you.
If apple are using your case as a training case study, then I expect there will be some pretty intensive re-training for the manager involved.
And as someone who sometimes deals with complaints from the public, I think they did the right thing in not letting the manager speak to you again. She already annoyed you, anything she would say has a very high risk of annoying you again.
Even if she apologised, the tone of her voice or something would set you off again (think what it's like to argue with an ex-partner). She already proved she lacks what it take to deal with you, why would Apple give her another chance to wind you up?
And as someone who sometimes deals with complaints from the public, I think they did the right thing in not letting the manager speak to you again. She already annoyed you, anything she would say has a very high risk of annoying you again.
Even if she apologised, the tone of her voice or something would set you off again (think what it's like to argue with an ex-partner). She already proved she lacks what it take to deal with you, why would Apple give her another chance to wind you up?
I'm happy it all worked out for you. I guess we can't hold Apple to what some of their employees do, esspecially since Apple did try to remedy the situation. I guess this means that I can just write a letter the next time Apple Store employees give me lip about something.
It is threatening, because the return policy is you are ELIGIBLE FOR A RETURN OR EXCHANGE on a system that is DEFECTIVE. The manager who threatened me said I would not be able to return future products no matter what the problems there are on the screen. That is threatening me of a right that I have, by denying a defect that clearly exists.
And yes you are absolutely right, I could goto another store and simply return it there. However in no way should I be unable to return a defective item from where I originally purchased.
As for why do I want a apology from that specific manner? Because to be honest, I find it is a cowardly act to have a intermediate to apologize. In no way did the person who called me do anything wrong to me, why should that person have had apologized to me? And on top of that, I dont even know if the manager even understands what she has done wrong. Think of it this way, if a kid punched you in the balls would you rather have him or his mother apologize to you? It means nothing if his mother apologizes, it means more if the kid who hit you apologizes. Besides it also gives you a certain satisfaction, because regardless if the person means it or not, nobody likes apologizing and admitting doing wrong, so in the end, you win.
I dunno, I am happy of the outcome though. I do hope that manager did get some disciplinary action, whether it be a formal review or a quick talk with her superiors. I am also happy to see how the corporate Apple is willing to take a loss to mend things. Even though it is just a ploy for me to buy more of their products in the future... it probably will work
A threat would be if she was giving you a consequence, like "If you try and return the other one I will black list you from doing any returns" Granted she did not treat you correctly, and did not follow the return policy. I am glad that it seems to have worked out for you.
I really need to quit reading threads like this. There is no way I could contain my anger in a situation like that. I'd have my hands around her throat.
If you buy a Craftsman screwdriver from Sears and it has a yellow tint to it, they WILL give you a new screwdriver!
You people are seriously making me think that I should not be buying a new MBP with the kind of temper I have.
Yeah right. . . spend $2000 on a new machine and then be sent to prison for choking an Apple employee. I think I'll hang on to my old PowerBook for now.
If you buy a Craftsman screwdriver from Sears and it has a yellow tint to it, they WILL give you a new screwdriver!
You people are seriously making me think that I should not be buying a new MBP with the kind of temper I have.
Yeah right. . . spend $2000 on a new machine and then be sent to prison for choking an Apple employee. I think I'll hang on to my old PowerBook for now.
The reason why you were not able to speak to the manager and get an apology from her is because of the legal issues involved. An apology is an admission of guilt with its legal implications. By resolving your claim to your satisafaction it becomes a he said / she said argument with no court cases and massive jury awards or publicity. Apple says sort of - whether it happened or not we gave them the benefit of the doubt and made them happy. We were not there so we do not know what really went on and we are not going to admit to the fact that it did go on by having the manager attest to it by formally apologizing for it. Its just not good business for Apple to admit to something - even if it did go on - that puts them in a negative/bad light. What yellow tinting? I don't see any yellow tinting? Do you see any yellow tinting? No!
I don't mean to sound insensitive to your problem, but let's stop crying about it. The problem has been resolved. Very much in your favor I might add.
The bottom line is that Apple is a huge company. Everyone from the corporate people through to the Apple Store Employees. They are all no more than representatives of Apple. One representative made a very bad decision. That apparently was taken care of. Another representative completely resolved the issue, again very much so in your favor. Move on.
As another poster stated, why in the world would Apple think it would be a good idea for the same person that set you off, have any further contact with you in this matter. That would be stupid. Apple wanted to rectify the situation and try to make you happy. The easiest way to do this is have someone else do it. It would have taken so much more for the manager to smooth things over.
As far as if I would rather have the kid or the mother apologize... That depends. Is she hot? If she gave me $800 I could care less who apologizes. And honestly, for the same reason stated above, it would make no difference to me if it were the kid who apologized. That bastard punched me in the balls and there is nothing that is going to make that right. Understand.....????
The bottom line is that Apple is a huge company. Everyone from the corporate people through to the Apple Store Employees. They are all no more than representatives of Apple. One representative made a very bad decision. That apparently was taken care of. Another representative completely resolved the issue, again very much so in your favor. Move on.
As another poster stated, why in the world would Apple think it would be a good idea for the same person that set you off, have any further contact with you in this matter. That would be stupid. Apple wanted to rectify the situation and try to make you happy. The easiest way to do this is have someone else do it. It would have taken so much more for the manager to smooth things over.
As far as if I would rather have the kid or the mother apologize... That depends. Is she hot? If she gave me $800 I could care less who apologizes. And honestly, for the same reason stated above, it would make no difference to me if it were the kid who apologized. That bastard punched me in the balls and there is nothing that is going to make that right. Understand.....????
I was speaking to one of my colleges at work (where I bought my MBP from) about what the possibilities are, whether I should call Apple and ask for a replacement etc. He said that:
"AppleCare does not offer replacements for the yellow tint. It falls under the same category as a dead pixel."
That is information our company has been given to deal with after sales inquiries on that issue.
However, since I didn't buy directly from Apple, it is up to our company as to whether I get a replacement or not. And it is our company policy to make sure the customer is happy, so I will be getting a replacement. However, Apple will not accept my MBP with the yellow tint as a debit (i.e. one that gets sent back to the manufacture as faulty and the company is sent a new one to resell).
Bit of a kick in the teeth. But there you go.
"AppleCare does not offer replacements for the yellow tint. It falls under the same category as a dead pixel."
That is information our company has been given to deal with after sales inquiries on that issue.
However, since I didn't buy directly from Apple, it is up to our company as to whether I get a replacement or not. And it is our company policy to make sure the customer is happy, so I will be getting a replacement. However, Apple will not accept my MBP with the yellow tint as a debit (i.e. one that gets sent back to the manufacture as faulty and the company is sent a new one to resell).
Bit of a kick in the teeth. But there you go.
Ah...maybe some places. But I sit mere 2 feet away from a Macbook with one dead pixel in the middle of the screen that we (Apple Auth. Education Reseller) took back from a client and that we can't return to Apple even though it was returned with in hours of being purchased.
In short, though you were treated a bit roughly, I'm willing to bet the attitude came from knowing if they returned it they would eat the cost but if you went directly to Apple they would return it for the consumer, but not the reseller.
When AppleCare said "yellow tint" were they referring to the lower third issue or when viewed at an angle? Don't assume what they meant if they were not specific.
If they meant the lower third issue you should tell Apple to go f* themselves. That would be a new low in QC and customer service.
Kind of reminds me of every terrible experience I continue to have at the Columbia Apple Store in Maryland. One of the managers is wonderful (never met her, but talked to her on the phone) and the other is a complete... yeah.
I returned my glossy MBP SR system because I exchanged (and paid a restocking fee on) a perfect-screen MBP I'd bought the week prior to upgrade to SR. Well the new SR machine had a dead pixel. That sucked. So I get there and after giving me a hard time and their "deal" of only exchanging once she finally goes back and comes back saying they're out of 2.2GHz glossies. Ok, fine. Understandable -- but I have to go to Boston for a week and will be out of my return period when I get back. I offer to upgrade to a 2.4GHz model for the extra $500. This is where it all went to hell.
She comes back with the machine and processes the thing. Then she says "that'll be $725." I'm like... "uhhh, the 2.4GHz machine costs $500 more than the 2.2GHz. why am I paying $700?" She replies that my receipt says I paid $1600 for the last MBP. Not true. You see, the other manager had given me a $200 credit on the latest receipt due to my original return of a faulty MacBook being charged with a restocking fee (she was wonderful and ended up giving me the $200 restocking fee from the MBP back). So now my receipt shows $1600 instead of $1800 (education discount).
Ok, understandable. Just move that $200 discount up to the latest receipt, right? No. "That's just how the math works." is the reply I get. I say "no, the math is that the 2.4GHz machine costs $500 more. I should be paying $525 with tax." Apparently my Calculus 2 classes put me behind her Apple-manager-training classes. Her math is leaps and bounds ahead in steal-the-customers-cash calculations.
I say that I refuse to pay $700 for the upgrade. She's ready to just have me walk away with my dead-pixel machine. So I'm like "alright, fine. Do you have a matte screan 2.2GHz I can exchange for?" She comes back with the Matte one. Scans it. "That'll be $200." WHAT?!?!?! I tell her that we'd just been through this and I wasn't paying jack. She does some more things with her computer, and says I'm good to go.
So now I'm stuck with a Matte screen when I wanted a glossy and was willing to pay $500 to get it. And guess what. I get a red stuck pixel on the new display too. And a squeaky space bar. But I can't return it because Apple hates me.
And now I have an iPhone with the low volume problem. That's apparently within spec as well. That Apple store is really pushing my buttons.
I returned my glossy MBP SR system because I exchanged (and paid a restocking fee on) a perfect-screen MBP I'd bought the week prior to upgrade to SR. Well the new SR machine had a dead pixel. That sucked. So I get there and after giving me a hard time and their "deal" of only exchanging once she finally goes back and comes back saying they're out of 2.2GHz glossies. Ok, fine. Understandable -- but I have to go to Boston for a week and will be out of my return period when I get back. I offer to upgrade to a 2.4GHz model for the extra $500. This is where it all went to hell.
She comes back with the machine and processes the thing. Then she says "that'll be $725." I'm like... "uhhh, the 2.4GHz machine costs $500 more than the 2.2GHz. why am I paying $700?" She replies that my receipt says I paid $1600 for the last MBP. Not true. You see, the other manager had given me a $200 credit on the latest receipt due to my original return of a faulty MacBook being charged with a restocking fee (she was wonderful and ended up giving me the $200 restocking fee from the MBP back). So now my receipt shows $1600 instead of $1800 (education discount).
Ok, understandable. Just move that $200 discount up to the latest receipt, right? No. "That's just how the math works." is the reply I get. I say "no, the math is that the 2.4GHz machine costs $500 more. I should be paying $525 with tax." Apparently my Calculus 2 classes put me behind her Apple-manager-training classes. Her math is leaps and bounds ahead in steal-the-customers-cash calculations.
I say that I refuse to pay $700 for the upgrade. She's ready to just have me walk away with my dead-pixel machine. So I'm like "alright, fine. Do you have a matte screan 2.2GHz I can exchange for?" She comes back with the Matte one. Scans it. "That'll be $200." WHAT?!?!?! I tell her that we'd just been through this and I wasn't paying jack. She does some more things with her computer, and says I'm good to go.
So now I'm stuck with a Matte screen when I wanted a glossy and was willing to pay $500 to get it. And guess what. I get a red stuck pixel on the new display too. And a squeaky space bar. But I can't return it because Apple hates me.
And now I have an iPhone with the low volume problem. That's apparently within spec as well. That Apple store is really pushing my buttons.
Two machines in a row with stuck pixels?
Either you are really unlucky, or you have just proven the fact that Apple buys the screens that Dell rejects.
I would go over her head and write apple personally and ask them if they could exchange it or tell them to tell the manger to just shut up please the customer. After all the customer is alway's right. I'll say one thing if i ran an Apple store I would certainly go out of my way to make the customer happy even if that means going against the policy simple as that.
But if there was nothing wrong with the product I would do my best to politly tell the custmer that there was nothing I could do. I know steve jobs would put it right.
I'll say one thing if i ran an Apple store I would certainly go out of my way to make the customer happy even if that means going against the policy simple as that.But if there was nothing wrong with the product I would do my best to politly tell the custmer that there was nothing I could do. I know steve jobs would put it right.
If i was you man i would give Apple a call, i had a similar problem with the applestore.com, but i dont wanna explain it, they ended up helping me in the end and not telling me untill the refund showed up on my credit card
I wrote sjobs@apple.com and the head manager at the store that is very kind called me back and is fixing things up for me. She's really been great and let me know that if there were any future problems I could contact her personally via her cell phone.
Can't speak highly enough for the head manager at the store, but as for the rest I've dealt with :/