New Mac Pro Complaint

[realph]

Do Apple have a complaints department?

I ask because I bought my nMP in March of this year and received it in April. Since it arrived I've had a ton of issues. From display glitches and lag, to storage problems, drastically slower transfer speeds over USB3 and Ethernet and more recently, problems with Mac applications, specifically Messages.

I've spent the good part of the last three and a half weeks on the phone to AppleCare technical support. I've had technicians control my screen remotely, I've sent across half a dozen console logs and even screen recordings to Apple's engineers to look into. After maybe the 12th phone appointment with an AppleCare representative, my calls were eventually moved up to customer relations where they started discussing replacing the machine.

After a lot of back-and-forth and scheduled callbacks (some of which I never received). Get this, one rep reportedly called me on Friday at 7:10PM and left a voicemail. Not only didn't I receive a call, but I don't have voicemail setup on that phone.

I eventually did receive a callback and the conversations seemed to regress from a replacement being arranged, to a Genius Bar appointment being scheduled to (as of today) me being advised to continue speaking to AppleCare over the telephone.

As you might imagine, one begins to get exhausted of talking to Apple reps. It's gotten so bad I know their hold music arrangement off by heart (Is This Love, Under The Boardwalk, Ring of Fire, Tighten Up etc).

With this Mac Pro being my sole work machine, taking into a Genius Bar for X amount of days isn't a viable option. I've also given up hope that Apple can help me over the phone.

I'm not entirely sure how I went from tech support, to a replacement being looked into, then back to tech support. I've tried to be patient with the process, but my patience is beginning to wear thin.

After speaking to a long line of Apple reps in various departments, I wanted to know if there's a department where I can make a formal complaint about how my case has been handled. I'm far from happy with the solution that's being offered, I'm essentially back where I started and I'd like for someone at Apple to look into this.

Anyone had any previous experience with Apple? After owning Apple products for the past 10 years, this is the first time I've ran into a problem and it's been taxing.

Any help or advice is appreciated.

 

[Pending]

Apart from phoning, writing and emailing, if feasible again I would book an appt. with someone at a genius bar and talk to someone face to face but be prepared to possibly having to leave your mac with them if there is unsolvable/unexplained issues.
Or just insist on a replacement.

 

[say19]

Yes I would suggest you insist on a replacement.

Generally speaking, Apple are happy to replace machines which are clearly nonfunctional. And it seems pretty clear your machine is not operating correctly.

 

[VirtualRain]

After speaking to a long line of Apple reps in various departments, I wanted to know if there's a department where I can make a formal complaint about how my case has been handled.

Thank you for contacting us. You're business is important to us.

You are in the right place to lodge a formal complaint about how your case has been handled and we'd like to assure you we take all complaints very seriously. However, I regret to inform you that we can do SFA about it!

Seriously, I can't help steer you in the right direction with a complaint. Whenever I've had an issue, I usually do well by making a Genius Bar appointment at my local Apple store and airing my grievances in person.

However, if you actually want to try and trouble-shoot your problems (since a replacement may not solve anything), it might be worth starting here with more specific threads on individual problems. There are some pretty clever folks here, some, dare I say, more qualified than the Applecare technicians.

 

[goMac]

What issues specifically are you having?

Messages can have a lot of issues which are no fault of the machine itself.

More on topic, it's going to be very difficult to do anything about the machine without being willing to leave it off with Apple.

 

[compute]

for what its worth, i had my MacPro replaced after 2 years of on and off problems, it was the previous model Mac Pro and had it replaced with the new Mac Pro.

at first they offered to replace the graphics card on the Mac Pro that wasn't working as it should, then again...and again, when that didn't work they shipped me some new memory to replace and see if that would fix the problem. (where i live there is no official Apple store so visiting a genius bar was no option)

At one point i just got tired of the constant back and forth game over the phone and asked to speak to someone that could make some actual decisions...they had an apple care senior advisor call me back and after explaining my ordeal he decided to replace the computer stating that enough is enough. i did had to wait for like 5 months to receive my new computer since the new mac pro was just announced and not yet shipping...since i live in Europe they could simply not replace the old mac pro since they could no longer be shipped to Europe.

My advice, hold your ground and demand a new machine, as a customer you are entitled to a computer that works, especially when paying a ton of money for it.