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Just got a Voice Mail from Apple (Re: nMP)

lupinglade

lupinglade

macrumors 6502
Original poster
Oct 31, 2010
275
247
It was a really strange voice mail, not one you'd expect from Apple. The person calling seemed confused, unfamiliar with the products and was really, really hard to understand.

Here's roughly what it said:

This is for you <sigh>.... recent order with the Apple Online Store for the Mac... M.. Mac Book Pro uhh... ???? to let you know that there will be a delay in delivery... for this uhh Mac Pro uhh this uhh ???? It was delivered ... supposed to be delivered by February, there will be an additional five to seven uhh business days before ??? uhh.. If you have any uhh... questions or problems with anything be sure to give us a call at 1 800 MY APPLE and I'm sorry for the delay. You have a great day. Thank you.

PS. Odd to see such unprofessional calls from Apple... Steve Jobs really is gone, I guess.

PPS. Interestingly, the call was from area code 512, Texas. Calls from the factory?

Another 5-7 days... wee...

This is an order going to Canada.
 
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RoastingPig said:
Call back and be like this is so unprofessional and try to get free stuff from them for not makeing your delivery on time. Ex mouse and keyboard
Click to expand...

Nah, that doesn't seem right. I would expect that it be shipped express though.
 
Called in and got no useful info

I ordered my Mac Pro on Jan 15. Status has been "available to ship in February" from the time of my order. Since Feb is almost gone, I called "my apple" this morning. Person I talked to said "it is still showing to ship in February so it must be going to ship today or tomorrow." I asked if there was any way to confirm and he said no. I got the same two emails stating it would ship in February. There really is no excuse for this. Apple knows how many orders have been placed. They know how many units per day are being produced and made available for shipment. They should be able to predict the date of shipment for all of the orders placed in January. If their yield improves and they can ship earlier, they can update the status to show that. Maybe they don't want to be number 1 in Forbes "Most admired companies" list next year. Failing to meet delivery dates and not being able to supply updated information to their customers seems like a really good way to let Amazon beat them next year. :mad:
 
lupinglade said:
...
PS. Odd to see such unprofessional calls from Apple... Steve Jobs really is gone, I guess. ...
Click to expand...

Has diddly to do with Jobs not being there. In the Euro thread someone said they person they talked too say 9 (local time) there was no delay and now Apple has discovered it. they probably have hundreds (if not thousands ) of people to call and are basically rounding up any warm body to make calls or asking folks to spend the entire day making the same mind numbingly redundant call weaved into still doing the actual day job. Live people make for bad robo callers.... doesn't matter what training or professionalism.


This was not a planned event. Unplanned events happened when Jobs was there too.

Why didn't Apple not know until the day before the month was over? Probably similar reasons didn't get this firmware fix out any earlier either.

https://www.macrumors.com/2014/02/26/mac-pro-smc/

in span of about two months the Mac Pro has had two fimware upgrades.
 
deconstruct60 said:
Has diddly to do with Jobs not being there. In the Euro thread someone said they person they talked too say 9 (local time) there was no delay and now Apple has discovered it. they probably have hundreds (if not thousands ) of people to call and are basically rounding up any warm body to make calls or asking folks to spend the entire day making the same mind numbingly redundant call weaved into still doing the actual day job. Live people make for bad robo callers.... doesn't matter what training or professionalism.


This was not a planned event. Unplanned events happened when Jobs was there too.

Why didn't Apple not know until the day before the month was over? Probably similar reasons didn't get this firmware fix out any earlier either.

https://www.macrumors.com/2014/02/26/mac-pro-smc/
Click to expand...

I see your point but I have to disagree. For one, it IS possible to anticipate delays and second, it IS possible to make many professional calls without calling the product by the wrong name or forgetting what to say.
 
I just called due to the fact that I called Apple two days ago and they said everything is on time and today they called and said that it will be delayed. Pretty annoyed that they send me two emails and a phone conversation which confirmed that everything is as scheduled only to be told "nevermind." Anyway, I couldn't even talk to the supervisor. I was told that they would call me back, but not after being asked, "Are you sure you want to talk to the supervisor about what I just told you." Ridiculous.

Update: hmmm, the complaints must be rolling in because before I could even say anything when the supervisor called me he just kept talking about how disappointed he would be if he were in my position and said that it would be appropriate if I were to receive something in return for all this mess. He then gave me his contact and told me to contact him once I received my computer. Slightly odd since it felt kind of scripted in a way, but we'll see what it turns out to be. Free Mouse maybe? Meh. Was hoping for a speedier shipping, but no chance. Guess my wife will have to deal with Mr. Sadface for a bit longer.
 
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RoastingPig said:
I got a free superdrive when i complained my 2012 imac didnt have a superdrive even tho i did it on purpose and always knew it didn't have one

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Yeh they most certainly will do that for you
Click to expand...

Your advice is to lie and cheat? I think that is poor advice.
 
Got that call yesterday.

Five to seven days delay - person on the phone refused to give any sort of date though.

"Your order is very important, issue was escalated, delivery (from US) will be as fast as possible, blah-blah, foock you, we've charged your card two months ago anyway."

And they know I will lose $500 if I cancel the order, because devaluation.

Jobs is really gone. :(
 
lupinglade said:
No there is a pattern IMO.
Click to expand...

No, there is not. People need to take off those rose tinted glasses and refresh their memories. Believing that everything was perfect when Jobs was around is laughable and juvenile.
 
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RoastingPig said:
i can't help it im a hustler. this is stupid lets get back on track. I agree that a lot of the people you first speak with when calling apple are not properly trained and do not have much knowledge of many of the product apple sales. For example they seem to think the mac pro is always a macbook pro, those are the same people who always post macbook pro question in this very forum.
Click to expand...

Bless.... so you get to judge their training and if they do not measure up, the company owes you free stuff.... lol

The Apple call centre staff, post macbook pro questions in the Mac pro forum on MR??? WTF?

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goMac said:
I talked with plenty of idiots in Apple support while Steve Jobs was alive.
Click to expand...

Same goes for the Apple "Genius" staff.

One should not confuse their devotion, motivation and passion with the ability to provide sound technical support/advice. Though overall, they are probably the best CS you can get.

Though mind you they are trained to cater for the average apple user, a technically proficient user might consider them to be "idiots" at times.
 
lupinglade said:
PS. Odd to see such unprofessional calls from Apple... Steve Jobs really is gone, I guess.
Click to expand...

This is probably the guy who called:
ZqVTg1m.gif
 
lupinglade said:
It was a really strange voice mail, not one you'd expect from Apple. The person calling seemed confused, unfamiliar with the products and was really, really hard to understand.

Here's roughly what it said:

This is for you .... recent order with the Apple Online Store for the Mac... M.. Mac Book Pro uhh... ???? to let you know that there will be a delay in delivery... for this uhh Mac Pro uhh this uhh ???? It was delivered ... supposed to be delivered by February, there will be an additional five to seven uhh business days before ??? uhh.. If you have any uhh... questions or problems with anything be sure to give us a call at 1 800 MY APPLE and I'm sorry for the delay. You have a great day. Thank you.

PS. Odd to see such unprofessional calls from Apple... Steve Jobs really is gone, I guess.

PPS. Interestingly, the call was from area code 512, Texas. Calls from the factory?

Another 5-7 days... wee...

This is an order going to Canada.
Click to expand...

Actually, it sounds like their first language might not be English. Here in Texas, a good 80% of our citizens are of Hispanic origin. A larger majority being from Mexico specifically. I'm not being any form of racist honestly, I live in San Antonio, Texas. A lot of times I struggle with communication due to the language barrier here.

I just recognized the lack of confidence in the speech pattern. Also the uses of filler words to give the mind time to translate languages.

Edit: 512 is the Austin/Round Rock area. Similar demographic to San Antonio.
 
The people who call you from Apple are NOT Apple employees. Like everything else these days Apples phone services are contracted out to huge Call Centers with people making $10/hr or even less.

Here's an ironic twist. When you call Apple Support there's a very good chance the call will be answered by a Call Center at IBM in Boulder Colorado. IBM has one or more of the Apple contracts. The same plant that used to manufacture IBM computers in the 80's. After IBM lost that battle the plant sat empty until they turned it into a huge call center.

Now IBM answers Apples phones !
 
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Dr. Stealth said:
Here's an ironic twist. When you call Apple Support there's a very good chance the call will be answered by a Call Center at IBM in Boulder Colorado. IBM has one or more of the Apple contracts.....
Now IBM answers Apples phones !
Click to expand...

Through "Miracles" of VOIP, those folks in Boulder can make calls which pop out onto the telecom network in Austin where Apple's telecom switch connectivity is. Apple's phones don't have to be in an Apple building.

But yes because they probably had thousands of phones to make in a limited number of hours ( since end of month deadline looming and tons of folks would call-in to inquire on orders ) this got farmed out to "warm bodies". Kind of like an emergency phone-tree where smaller set of folks invoke a bigger set to get the word out faster.

Apple probably has telesales folks who are Apple employees, but not a large number of those folks. Given the likely influx of nervous buyers calling in they were likely swamped. If massively swamp would not be surprising it this got farmed out into the 1st tier support queues to do in their "spare time".
 
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