Below is a letter I wrote to the new Apple Store in town.
Hello,
I am writing in regards to a recent repair.
Basically, I dropped off my computer for a repair and now I am without a computer.
I brought my Appled Mac Book to the Linclon Park Store's Genius Bar. Currently, I do not have my computer back. And I am told that I will not get it back unless I pay $755. Then it was $400. Regadless, I am writing because I am now without my main source of income and communication. I am without my MacBook. I am writing to address the protocol of the situation so that it does not happen to others in the future. I am writing in the hopes or receiving a reasonable response to this specific situation.
The Sequence of Events:
I had a perfectly working Mac Book for almost 3 years now. I took it in after two days of a tone and of a restart message appearing.
LAST WEEK: I took the Mac Book to the Lincoln Park Store. (I usually go downtown but thought I'd try the new store.)
At the Genius Bar, the technician disassembled the computer in front of me removing the back panel with a screwdriver as well as removing some other pieces. He informed me I would have to leave the computer at the store.
He quoted me a price. I was told I would have to pay $73.86. I saw the price clearly. I signatured a piece of paper to approve the appraisal.
I signed a copy , saw the dollar amounts on the page and approved it. I left the store with an understanding of the situation.
I immediately received an email confirmation of the meeting. Thank You.
I received a phone call later. This is where the Confusion begins. The phone conversation felt rushed and I felt pressured by the APPLE attendant on the other line. Below is a simplification of what I can remember from the phone call.
M e : Hello
APPLE: Hello. We have to ship your computer out for repairs it will cost seven fifty five.
M e : Seven Fifty Five? ( I asked my friend who was present with me about such a charge. They thought it sounded strange but that seven fifty five was probably some shipping and handling fee.)
M e : Is the Seven Fifty Five because it has to ship to California?
APPLE: Yes.
M e: Do I need to sign something?
APPLE: No. Do you want us to make the repair? Do you need a data transfer? If so you have to drop off a hard drive.
M e : I'm still confused about the seven fifty five. Why wasn't I told this when I dropped off the computer?
APPLE: We didn't know there was water damage.
M e : Water Damage?
APPLE: So did you want to make the repair?
M e: Is the Seven Fifty Five for shipping and handling?
APPLE: Yes. Did you want to drop off a hard drive for data transfer?
M e : I have to. I need the computer.
I said I be down with the hard drive. She hung up. I did not receive any email confirmation. I did not receive any more info on the matter.
I stopped by the Apple Store to drop off my hard drive. Someone just took it from me and said they'd take care of it. I did not sign anything. I received NO written copy for my records concerning the NEW price of the repairs. At the time I dropped off my hard drive and approved further repairs, I was confident that I understood I would only be receiving another Seven Dollar and fifty five cent charge for Shipping and Handling.
I received a phone call yesterday telling me my computer was ready. The phone message said nothing about the NEW price.
TODAY: At the Apple Store today they told me the price was $755. I was shocked. I felt tricked.
The APPLE ATTENDANT who I spoke to on the phone came to talk to me. She delivered the facts in very direct terms that I was to pay that amount if I wanted my computer. When I tried to clarify with her that she only said "seven fifty five" instead of "seven hundred...." she was defensive and determined that she did everything correctly in this matter. I tried to communicate to her the confusion but she grew more defensive. I did not want to upset her so I asked to speak to a manager.
The main thing I want to emphasize is that at NO time did the APPLE ATTENDANT say Seven HUNDRED and fifty five DOLLARS. She only Said the phrase, "seven fifty five". I have a witness who was with me during the phone call. I asked my friend in person about seven fifty five. We both thought it was some shipping and handling thing for 7.55. I just called her and she is as surprised as I that I am currently being quoted at $755.
$755 is very different thatn $7.55. They look different on page. I was never given an opportunity to see the charges. I was called and told "SEVEN FIFTY FIVE". I feel this is unacceptable language concerning the amount of money involved.
I am not upset AT the Apple Attendant. But I was misled by the communication which felt rushed and unspecific. I never would have agreed to the $755 charge in the first place. I would have continued to use the computer which, though flawed, was still functioning.
I am also concerned abou the claim of "Water Damage" I have never had a problem with the computer. I do notice that when I travel outside via a bike or Public Transit the computer gets cold. And when I open it in a coffee shop, sometimes condensation will form on the screen and the keyboards, similar to fog forming on my pair of glasses. I can not control the weather so if the condensation caused the moisture then I am also at a loss. If however it got wet years ago, then it got wet years ago.
MY THOUGHTS ON THE WHOLE MATTER:
I have been a loyal Apple User for almost 10 years now. I have had THREE Mac Books now. I was looking forward to perhaps buying a new one later in the Summer. I recently spoke with an Apple Store attendant about Buy Back Credit and Recycling. I have always been happy with the Apple Service at the Down Town Store. But currently the manager is suggesting I pay $400 just to get my computer back. For $400 I can get a very good PC at Micro Center.
I have to rethink my relationship with Apple with whom I was outwardly happy. But now I feel rushed and let down. Like I am being "Nickel and Dimed". If feels a little like those new "SouthWest Airlines" Commercials where the Bulti Billion Dollar Corporation is unconcerned with the customer.
As a former Customer Service for Groupon, I know it is not always easy dealing with customers, but it is the job of the employee to be patient and thorough with the company's services. As a former Customer Service Rep who handled hundreds of calls and emails, I was very upset when at the store, the attendant just kept telling me: " I told you. I told you."
But the truth is, she only said "Seven Fifty Five" She never mentioned hundreds of dollars. She was too vernacular and casual with her language. I would NOT have approved the Seven Hundred dollar repair as I was looking to get a new computer 6 months from now.
WHAT NEXT? THREE CONCERNS
ONE: I am sorry but it is not my fault that the APPLE ATTENDANT on the phone only said the words: "seven fifty five" instead of the commercially accurate: "seven hundred and fifty dollars". She was too casual in her language in the phone call, she seemed reluctant to explain anything, and the phone call felt coerced and rushed.
TWO: I am sorry but I feel that in the future, large dollar amounts should be approved via email or at least text. We have the technology to confirm dollar amounts. It's a suggestion to eliminate confusion. Customers have a right to see and confirm the amount of a transaction of significance. Apple is a multi billion dollar company. This isn't a Mom and Pop shop where casual lingo and phone calls should settle a seven hundred dollar situation. seven hundred dollars is the same price as a new computer and there is a lot of paper work involved in that....
THREE: I used to be an openly happy Mac user. I do not know if I am going to pay the $400 to get my old computer back OR if I am finally going to make the shift back to PC computers and get a more powerful $400 computer from whoever. I am in a difficult spot due to this misunderstanding and I don't know how to proceed. I need a computer and while I had a faulty one, it still worked, NOW, i have nothing and I need to get back to work.
I want to say thank you to Brian L. at the Lincoln Park Location because he was very courteous, patient, and specific in our discussion.
I will begin sharing this concern at the following forums. I thank you, wish you all the best, and hope to hear back:
http://discussions.apple.com/index.jspa
http://www.apple.com/feedback/
http://forums.mactalk.com.au/
https://forums.macrumors.com/
http://www.appledefects.com/forums/
http://hintsforums.macworld.com/forumdisplay.php?f=8
http://forums.appleinsider.com/
http://consumerist.com/
Hello,
I am writing in regards to a recent repair.
Basically, I dropped off my computer for a repair and now I am without a computer.
I brought my Appled Mac Book to the Linclon Park Store's Genius Bar. Currently, I do not have my computer back. And I am told that I will not get it back unless I pay $755. Then it was $400. Regadless, I am writing because I am now without my main source of income and communication. I am without my MacBook. I am writing to address the protocol of the situation so that it does not happen to others in the future. I am writing in the hopes or receiving a reasonable response to this specific situation.
The Sequence of Events:
I had a perfectly working Mac Book for almost 3 years now. I took it in after two days of a tone and of a restart message appearing.
LAST WEEK: I took the Mac Book to the Lincoln Park Store. (I usually go downtown but thought I'd try the new store.)
At the Genius Bar, the technician disassembled the computer in front of me removing the back panel with a screwdriver as well as removing some other pieces. He informed me I would have to leave the computer at the store.
He quoted me a price. I was told I would have to pay $73.86. I saw the price clearly. I signatured a piece of paper to approve the appraisal.
I signed a copy , saw the dollar amounts on the page and approved it. I left the store with an understanding of the situation.
I immediately received an email confirmation of the meeting. Thank You.
I received a phone call later. This is where the Confusion begins. The phone conversation felt rushed and I felt pressured by the APPLE attendant on the other line. Below is a simplification of what I can remember from the phone call.
M e : Hello
APPLE: Hello. We have to ship your computer out for repairs it will cost seven fifty five.
M e : Seven Fifty Five? ( I asked my friend who was present with me about such a charge. They thought it sounded strange but that seven fifty five was probably some shipping and handling fee.)
M e : Is the Seven Fifty Five because it has to ship to California?
APPLE: Yes.
M e: Do I need to sign something?
APPLE: No. Do you want us to make the repair? Do you need a data transfer? If so you have to drop off a hard drive.
M e : I'm still confused about the seven fifty five. Why wasn't I told this when I dropped off the computer?
APPLE: We didn't know there was water damage.
M e : Water Damage?
APPLE: So did you want to make the repair?
M e: Is the Seven Fifty Five for shipping and handling?
APPLE: Yes. Did you want to drop off a hard drive for data transfer?
M e : I have to. I need the computer.
I said I be down with the hard drive. She hung up. I did not receive any email confirmation. I did not receive any more info on the matter.
I stopped by the Apple Store to drop off my hard drive. Someone just took it from me and said they'd take care of it. I did not sign anything. I received NO written copy for my records concerning the NEW price of the repairs. At the time I dropped off my hard drive and approved further repairs, I was confident that I understood I would only be receiving another Seven Dollar and fifty five cent charge for Shipping and Handling.
I received a phone call yesterday telling me my computer was ready. The phone message said nothing about the NEW price.
TODAY: At the Apple Store today they told me the price was $755. I was shocked. I felt tricked.
The APPLE ATTENDANT who I spoke to on the phone came to talk to me. She delivered the facts in very direct terms that I was to pay that amount if I wanted my computer. When I tried to clarify with her that she only said "seven fifty five" instead of "seven hundred...." she was defensive and determined that she did everything correctly in this matter. I tried to communicate to her the confusion but she grew more defensive. I did not want to upset her so I asked to speak to a manager.
The main thing I want to emphasize is that at NO time did the APPLE ATTENDANT say Seven HUNDRED and fifty five DOLLARS. She only Said the phrase, "seven fifty five". I have a witness who was with me during the phone call. I asked my friend in person about seven fifty five. We both thought it was some shipping and handling thing for 7.55. I just called her and she is as surprised as I that I am currently being quoted at $755.
$755 is very different thatn $7.55. They look different on page. I was never given an opportunity to see the charges. I was called and told "SEVEN FIFTY FIVE". I feel this is unacceptable language concerning the amount of money involved.
I am not upset AT the Apple Attendant. But I was misled by the communication which felt rushed and unspecific. I never would have agreed to the $755 charge in the first place. I would have continued to use the computer which, though flawed, was still functioning.
I am also concerned abou the claim of "Water Damage" I have never had a problem with the computer. I do notice that when I travel outside via a bike or Public Transit the computer gets cold. And when I open it in a coffee shop, sometimes condensation will form on the screen and the keyboards, similar to fog forming on my pair of glasses. I can not control the weather so if the condensation caused the moisture then I am also at a loss. If however it got wet years ago, then it got wet years ago.
MY THOUGHTS ON THE WHOLE MATTER:
I have been a loyal Apple User for almost 10 years now. I have had THREE Mac Books now. I was looking forward to perhaps buying a new one later in the Summer. I recently spoke with an Apple Store attendant about Buy Back Credit and Recycling. I have always been happy with the Apple Service at the Down Town Store. But currently the manager is suggesting I pay $400 just to get my computer back. For $400 I can get a very good PC at Micro Center.
I have to rethink my relationship with Apple with whom I was outwardly happy. But now I feel rushed and let down. Like I am being "Nickel and Dimed". If feels a little like those new "SouthWest Airlines" Commercials where the Bulti Billion Dollar Corporation is unconcerned with the customer.
As a former Customer Service for Groupon, I know it is not always easy dealing with customers, but it is the job of the employee to be patient and thorough with the company's services. As a former Customer Service Rep who handled hundreds of calls and emails, I was very upset when at the store, the attendant just kept telling me: " I told you. I told you."
But the truth is, she only said "Seven Fifty Five" She never mentioned hundreds of dollars. She was too vernacular and casual with her language. I would NOT have approved the Seven Hundred dollar repair as I was looking to get a new computer 6 months from now.
WHAT NEXT? THREE CONCERNS
ONE: I am sorry but it is not my fault that the APPLE ATTENDANT on the phone only said the words: "seven fifty five" instead of the commercially accurate: "seven hundred and fifty dollars". She was too casual in her language in the phone call, she seemed reluctant to explain anything, and the phone call felt coerced and rushed.
TWO: I am sorry but I feel that in the future, large dollar amounts should be approved via email or at least text. We have the technology to confirm dollar amounts. It's a suggestion to eliminate confusion. Customers have a right to see and confirm the amount of a transaction of significance. Apple is a multi billion dollar company. This isn't a Mom and Pop shop where casual lingo and phone calls should settle a seven hundred dollar situation. seven hundred dollars is the same price as a new computer and there is a lot of paper work involved in that....
THREE: I used to be an openly happy Mac user. I do not know if I am going to pay the $400 to get my old computer back OR if I am finally going to make the shift back to PC computers and get a more powerful $400 computer from whoever. I am in a difficult spot due to this misunderstanding and I don't know how to proceed. I need a computer and while I had a faulty one, it still worked, NOW, i have nothing and I need to get back to work.
I want to say thank you to Brian L. at the Lincoln Park Location because he was very courteous, patient, and specific in our discussion.
I will begin sharing this concern at the following forums. I thank you, wish you all the best, and hope to hear back:
http://discussions.apple.com/index.jspa
http://www.apple.com/feedback/
http://forums.mactalk.com.au/
https://forums.macrumors.com/
http://www.appledefects.com/forums/
http://hintsforums.macworld.com/forumdisplay.php?f=8
http://forums.appleinsider.com/
http://consumerist.com/
