Last November, I received notification from Apple that there was a safety issue with my iPod Nano. They sent me a prepaid envelop to send them the device back and promised to send me a replacement with the issue fixed. I followed the instructions. I totally forgot about it until today when I received an email that the repair order was being cancelled. I called them to ask them what gives. After being on hold a half hour, they told me that they never received the device back. They went on to tell me that I should track the item with UPS. When I told them that since they paid for the shipping, they owned that responsibility and that the transaction was between Apple and UPS. They asked me to escalate to the next level. I proceeded to spend an other hour on the phone with them. They came back shortly after saying it is my problem and not theirs. I was very clear with them that the device was working fine, and I did not have a need to send it back to them and was complying with their request using their process.
They went on to imply that I was not being truthful with them. I suggested that I had much better things to do than talk with them. The conversation deteriorated. When I asked to speak with the supervisors manager, they tried to tell me that they were the highest level and there was no other place to escalate. They told me they would give me the corporate address to write a letter to take this further if I desired. They finally put me on hold, as I am write this entry, presumably to decide if they can or will escalate this further. They just came back and went through the same again. They refused to acknowledge that the transaction was between Apple and UPS.
Disappointment is an understatement. I know Apple has grown on the back of the loyal customers, but it is clear that they have gotten too big and does not care about their customers.
Update 1:
Apple called me back and are reconsidering their position. They will give me the result mid next week. I will post when I get that information.
Update 2:
Resolution was satisfactory. Apple did the right thing, and I am satisfied with their resolution.
They went on to imply that I was not being truthful with them. I suggested that I had much better things to do than talk with them. The conversation deteriorated. When I asked to speak with the supervisors manager, they tried to tell me that they were the highest level and there was no other place to escalate. They told me they would give me the corporate address to write a letter to take this further if I desired. They finally put me on hold, as I am write this entry, presumably to decide if they can or will escalate this further. They just came back and went through the same again. They refused to acknowledge that the transaction was between Apple and UPS.
Disappointment is an understatement. I know Apple has grown on the back of the loyal customers, but it is clear that they have gotten too big and does not care about their customers.
Update 1:
Apple called me back and are reconsidering their position. They will give me the result mid next week. I will post when I get that information.
Update 2:
Resolution was satisfactory. Apple did the right thing, and I am satisfied with their resolution.
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