Macbook Pro Major Issues & Appalling Apple Customer Service

[PJWilkinson]

More and more customers are surfacing with early Macbook Pro issues to do with whining noises and battery power issues. Apple are still not officially confirming it or indeed doing ANYTHING to help.

My Macbook is one of the first ordered in Feb and last week started making funny whining noises and the battery refuses to charge properly or work longer than 10 minutes when unplugged.

Took it to a "Genius" at the Apple Store in Regent Street who confirmed it has those problems and that you are better off getting a replacement rather than having to wait 6 weeks for it to "potentially" be repaired, if at all.

Speaking to customer relations for the online apple store in the UK / Ireland (where I bought it) has resulted in one of the most frustrating experiences I have ever had and I am appalled by their reaction. I spent over an hour on the phone with a guy (Marcus) who:

a) refused to believe there was a problem and did not accept the "Genius" apple tech guy as being qualified to make that judgement
b) wanted me to take the machine to a qualified apple repairer who would then send it away for X weeks with no replacement in the meantime
c) could not guarantee they could actually fix the problem
d) refused my request to send a courier with a new Macbook Pro to my house which we then swapped for the old one (would be the most sensible!)
e) would not put me in touch with his manager or anyone more senior!

Needless to say that I would be extremely wary about buying either the Macbook or Macbook Pro right now unless you were sure it would not develop any problems, as you don't want to have to call Apple Support!

As for me, I guess I will keep calling until I speak to someone more sensible and write a formal letter of complaint to the UK MD.

Either way - am I the only person here to think that all Apple cares about is selling you machines at high prices, and anyone getting a problem gets the official line of "Tough!"...?

 

[benthewraith]

Wow....I read you're thing. It's not just Apple that does that, all computer companies do that. This guy you talked to (Marcus?) doesn't sound all that nice to me. I'd take it back to the store and explain your situation. They should be able to change it out for you there instead of you having to call online. That's one reason I hate ordering things online, it's absurd.

 

[bigandy]

i've never had a problem with apple support in britain. suprisingly enough, that's not because i've had no problems (quite the opposite): it's because i've always talked to someone polite, friendly, and more than willing to help.

just last week i had to send in a G5 DC2.0. i was asked to bring it in to scotsys (apple retailer in scotland). i mentioned i couldn't make it there during their opening hours, so they said

"pack it up, UPS will pick it up first thing tomorrow."

"but i'll be at work...."

"what's your work address?"

sure enough, 9am outside my office there's a UPS van.

brilliant.

 

[joebells]

why can't the genius at the apple store in regent do the swap right there?

 

[Nik73]

Sorry about that PJ, sounds awful. I must admit I was half expecting something similar when I rang about my double whining MacBook. However, every person I spoke to could not have been more helpful. I was honest and told them I was worried about getting another one with similar problems so just wanted a refund. No problem they said and, like Andy, TNT are collecting it from work tomorrow.

I'd give the UK Apple support an A+. Just a shame the quality control is not up to the same standard.

 

[Chrispy]

Wow....I read you're thing. It's not just Apple that does that, all computer companies do that. This guy you talked to (Marcus?) doesn't sound all that nice to me. I'd take it back to the store and explain your situation. They should be able to change it out for you there instead of you having to call online. That's one reason I hate ordering things online, it's absurd.

Agreed! I have had a similar incident once before and I finally made them replace it in the store. I started to make a minor scene.. raising my voice and talking about how terrible Apple support was and then someone finally caved. It is sad to have to resort to that but sometimes you have to.

 

[iGary]

I'd love someone to make a quicktime recording of this supposed whine. I'll even host it.

garyreich@mac.com

 

[danny_w]

Agreed! I have had a similar incident once before and I finally made them replace it in the store. I started to make a minor scene.. raising my voice and talking about how terrible Apple support was and then someone finally caved. It is sad to have to resort to that but sometimes you have to.

I had to do a similar thing with a car dealer once. I just sat in the lobby and told everybody that came in the door how they had mistreated me until finally they called me back to the office and agreed to take the car back. I hated to do it, but it was the only way to get them to listen.

 

[PJWilkinson]

A scene

Might have to give that a go!

The guy at the regent street store would only "send it away for repairs" and I had bought it through their online store which technically they say is different.

I'll try again whining at Apple Support tomorrow, and I also have the name and address of the UK MD at Apple Head Office to write a complaint directly. I will then try the regent street store again too.

I agree it is a shame we have to push them like this as even if I now get a replacement, my impression of Apple has greatly diminished.