[MACSPECTRUM]

my box for my 17" Studio Display has not arrived after it was "shipped" last week

called apple today and spoke to "someone" who told me he'd put me on hold for 5-7 minutes
1 hour and 4 minutes later, he comes back and thanks me for my patience and tells me that the "dispatch" group will be calling me in 2 days

$%[email protected]!!!!*&^%

hey apple, you're not shipping me the crown jewels for cying out loud - it's just a damn box

i suggested they ship me another box - no dice - the issue has to be "escelated"

i offered to put it on my fedex account - nope, can't do that either - specialist will call me in 2 days - yeah right

arrrghhhhh!!!!!!

my win2k box is starting to look much better these days

apple really dropped the ball on this one - no box, no idea where box is, nobody i can contact about box, and no respect for my time and no apology for putting me on hold for so long without coming back on line

what did macdoc say about how much one's time is worth?

RIP Apple - it was fun while it lasted

 

[Rob]

I have never purchased any new Apple product since I have read too many similar stories from other poorly treated Apple customers.

It's a shame that a company that sells at premium prices doesn't provide premium customer service. Let's face it, Apple makes their stuff in Taiwan, China and other low wage countries. There is no justification for jacking up prices unless they are willing to back up their product with exceptional service and support.

Applecare is just another price gouge that should be covered under the regular warranty.

The only Mac that I was tempted to buy new was a 9600/350 several years ago. Since then there hasn't been any new Mac that didn't seem way overpriced compared to a similarly equiped PC.

I wish Apple could match the support I recieved from IBM when I purchased a refurbished 20" monitor 4 years ago. I bought that monitor from a retail outlet in Toronto for a very low cost. The monitor died after a few days and I figured I'd be out of luck. I called IBM and explained the situation. I gave them the serial number and they confirmed that it was a refurb with a six month warranty. They sent a replacement monitor right away (I didn't have to send the broken one back first). I used the box from the replacement monitor to ship the broken one back. All the shipping costs were pre-paid by IBM.

The replacement monitor is still working great. IBM probably lost $100 in the process, but boy did they ever boost my confidence in IBM. I wouldn't hesitate for a second to buy another IBM product.

 

[ehMax]

For those two bad stories, I could probably describe 10x as many stories where Apple has bent over backwards to keep a company happy. I've seen them replace a 4 year old laptop with a brand spakin new computer.

Apple consistently scores the highest for both the quality of their products and their customer support.

A few bad Apple's (or tech support personal) don't spoil the whole bunch.

 

[RicktheChemist]

I agree with ehMax... most folks related to Apple will go out of their ways to help you out.. just be sure to call back and mention your situation to another rep, in a nice fashion, and most of the time they will try to help out.

Also, like to note, that the Apple customer contact center is not operated by Apple.. it is a contract.. and well, around the holidays, you're bound to get some NEWBIES on the line..

Cheers, and I hope it works out Macspectrum..

Happy Holidays...

RtC

 

[Heart]

But why did you order from Apple Directly?
Toronto probably has the most Mac Dealers per capita.
And they would have it in stock. They could courier it to you same day?

Or was it a repair, an Apple Authorized Repair must be close too.

I'm confused....

I know a saying for this but I have to get the words right. I will post it when it comes to me.

 

[SINC]

My Lombard G3 Powerbook was purchased new for over $5,100 by my company in 1999.

It was given to me in July of 2001 when I retired.

In late 2001 it started to smoke and quit.

I called the dealer the company bought it from in Grande Prairie, Alberta, who talked to Apple about the problem. (It did not have Apple Care).

Apple asked me to take it in to Westworld Computers in Edmonton, who they had instructed to repair the laptop.

When I picked it up about a week later, I signed a repair bill to Apple Canada for over $3,000.

Cost to me?

Nada. Zip. Nil. Zilch.

Think I am going to bad mouth Apple?

Think again.

I'm with ehMax on this one!

Cheers

 

[Digital_Gary]

Correct me if I am wrong but the repair on this monitor is one out of warranty? It is covered under a recall.
http://www.ehmac.ca/ubb/ultimatebb.php?ubb=get_topic;f=3;t=002856

Now don't get me wrong, if they tell you the repair is authorized and the box has been sent, they should make sure they follow through but I don't think a few days of waiting is worthy of bad mouthing just yet.

Hang tight, I'm sure they will get it out to you. I am also waiting for my box. Thanks for the info in the first place

 

[howing]

i think i should have adequate experience with Apple. my experiences were nothing short of poor, and totally unacceptable. let's recall:

1. iBook.... the monitor was busted, wasnt' replaced. the cd-rom was busted... couldn't replace. this was under warranty, and AppleCare was replaced on it. taking it to the repair shop kept me going back, telling me that the problem did not show up again. Yah right.... didn't show up? it was exactly like that when i opened it back up at home.

2. PowerBook 15", after bitching about the poor repair that I had for THREE MONTHS.. they finally took care of it for me. the display was bad, the case was warped, the lid was scratched... i got this all in less than 9 hours of use.. did Apple care? NO! they told me to go back to a repair shop.. if i didn't, there's nothing they can do. This had AppleCare on it too.

3. PowerBook 17". my most recent, and worst experience of all. It was shipped to me twice.. the first time, everything was rattling inside. It was apparently broken, damaged in transit. Called them, won't send me another one. Bitched to Apple Canada, forced them to send me a new one. OK. I had to pay for a new one, just to have them send me a new one without shipping costs... and I had to send the broken one back to them. So I paid for two 17" powerbooks in one month, and up until now.. I still have yet to receive my refund!!! It's been more than 6 weeks. Incredible. They take your money in less than 6 hours.... talk about efficiency. They wanted me to pay shipping, both to and from their warehouse, and wanted me to pay a RMA 10% difference. this was absolute BS! on an unopened computer... obviously defective from the factory.... and I have to pay?

Apple service is complete trash. I will never buy from Apple again. This is the last Apple product I will buy. I don't care what they offer. They've lost me for life.

As to why Apple consistently scores the highest in customer satisfaction.. it's obvious man... statistical deception. why do we have this board here? if they got everyone of us from this board (with the exception of a few, like yours truly), of course they're going to have positive ratings. Go over to a dell board, and ask what they think of Dell.. and you're going to get the same thing. People who will report positive ratings are those that are counted. That's the beauty of statistics.... it's sooo full of BS.

 

[MacNutt]

I bought Apple because I was so totally disenchanted with PC's and their constant (mostly Windows-driven) grief.

I've owned only two Macs so far, but the experience has been really good...bordering on great.

Final Cut Express was a major turkey, but I hear they are working on a fix and part of the problem could be that I was running it on an older G4 400 AGP. A serious horsepower shortage was the culprit, I think.

Overall, I'm sticking with Apple.

 

[ehMax]

Howing, all I can say is that I don't quite follow the details of your story but I would guess there's more too it than your version. I can't believe that you had a busted display and a CD Rom drive under warranty that wasn't fixed. What repair shop were you going too? Where did you buy this equipment?

Couldn't have been from an Apple Authorized Reseller, because if your laptops were in that bad of shape as you say they were, no way would you be required to go through all that hassle. Reseller would of talked to Apple on your behalf.

Regarding the surverys, again I don't follow you. People could just as easly come from ehDell.ca and give their opinions on the surveys that these public magazines conduct.

People who will report positive ratings are those that are counted.

Uh... yeah.

 

[Goobernatorial]

I once bought a 15" monitor from apple, it got fried, they gave me a replacement while they fixed my old monitor. Other than that I have never had to send a machine back for repairs.

I've owned 6 Macs over the years. I am going to be sending my G5 in for a repair, but I didn't have much trouble getting Apple to authorize the repair, just a matter of waiting till I get some free time.

For my part Apple has excellent customer service.

 

[Mantat]

My only complain about apple is that I have sent my buy-a-bundle-get-a-bundle coupons more than 2 months ago and I still havent got the money back. But I guess its caused by the end of the year...

BTW, apple canada is understaffed. They had a big sale growth in 2003 and they have yet to adjust. This maybe the caused of the delay some people are experiencing.

As the broken screen story, I am having a hard time to believe that there is nothing more to it from your part. And I think its a clear exemple of why you should buy from an autorised retailer. They may charge you 20$ more, but you will get a better service in case you have problems.

 

[Ingenu]

My only complain about apple is that I have sent my buy-a-bundle-get-a-bundle coupons more than 2 months ago and I still havent got the money back. But I guess its caused by the end of the year...

I'd second that, since I got my refund for my Canon i450 printer (You save. They rave promotion) in about a month : I was supposed to wait 10 weeks. I don't know about your bundle, but in my case it wasn't Apple managing the promotions-a sub-contractor in Newfoundland if I remember.

 

[Ingenu]

BTW, apple canada is understaffed

That is an understatement when you want support in French...

 

[MACSPECTRUM]

UPDATE
as of yesterday, still no box, no phone call from apple dispatch
i called and got a really snarky "person" on the phone that found my waiting almost a week or a box rather humourous

spoke to manager - lots of "i'm sorry"
as of this post, still no box and apple will try to get back to me today and try to get me a box

i wonder if i can get a G5 and "try" to pay for it

"Do or do not. There is no try." - Yoda, Jedi Master

 

[Urban_Legend]

I think you have been patient enough with Apple. Next step go to your local news station and ask to see if they want to make a story out of Apple's lack of customer service, which I might add you have paid for in advance. There is no way I would put up with customer service from any company that I paid for and get results like that. All Apple has to do is get FedEx to mail out an empty box order. Trivial as that may be for Apple to understand, it really isn't that difficult.

 

[SINC]

I will never understand the thinking of those who choose to run to the media with a problem with a supplier. For every example of bad service there is one of good service. It is not now, nor never was the role of any media outlet to play the role of "threatening a firm with bad publicity".

Those who think the media will do that over one complaint are sadly mistaken.

Cheers

 

[MACSPECTRUM]

It is not now, nor never was the role of any media outlet to play the role of "threatening a firm with bad publicity".

see 60 Minutes, 20/20, Dateline, need I go on?

 

[MACSPECTRUM]

UPDATE
Purolator is supposed to ship me a box tomorrow (Saturday) directly to my home, but i have to be here from 8 a.m. to 8 p.m. - oh well

here's the fly in the ointment
i ask the apple person; "Gee, if Purolator sends me the box to my home and it's Saturday, could he/she wait while i put the montior in the box and then they could take it right back?"

apple guy: "Hmmmm. I'll have to check on that."

 

[Urban_Legend]

Sinc,

Maybe going to the media in this situation is not worth it. But, you have to admit Apple is dragging their ass here over a simple thing as sending an EMPTY box for an Apple product that needs repair.
Why does Apple have such a service if all they are going to do is HECKLE the customer everytime they call wondering when the box is going to be sent out? It would have been much easier for an Apple Rep. to say "Sorry sir that we haven't sent out a box, I have just placed the box to be delivered by tomorrow at such a time" Why give the customer the run around? Do you think as a customer who has sunk thousands of $$ into products plus paid for AppleCare which isn't cheap, should have to deal with such crappy customer service? No, but there are thousands of people who take the crap and don't complain.