jbg232
Dec 1, 2007, 10:15 PM
I just wanted to share this story for people who bash apple customer relations that I had an amazing experience with them:
I bought an iMac 2 weeks ago. At the time they told us we could upgrade the keyboard and mouse to wireless for $50 (they do this at all apple stores, just ask for it). We declined at the time, took the computer home for 2 days, set it up, installed applications, photos, music, etc, and it became a part of our life. However, on the 3rd day we really wished we had bought the wireless keyboard and mouse for $50. We called the apple store where we bought the machine and the manager told us that they come prepackaged and that we would have to return the machine, pay the $169 restocking fee, get a new computer, reinstall everything (leopard, apps, photos, music, etc) AND pay for th $50 upgrade. When I explained that this was slightly ridiculous considering a new wireless keyboard and mouse is $150 retail she said that's the way it has to be done but I could try calling applecare to figure something out....
After first talking to sales, then technical support, then sales again, then transferred to customer relations (2 hours at this point) I was upset but explained the story in detail to the customer relations employee. He responded that he doesn't understand why an upgrade that was offered at the outset wouldn't be honored 3 days after purchase and that he would gladly send me a wireless keyboard and mouse for FREE! It arrived the NEXT DAY overnight shipping! I was happy as a clam and it just goes to show you that apple can sometimes seem very corporate but I believe is at its heart still a very decent company that cares about keeping its customers happy. End of story, thank you apple!
I bought an iMac 2 weeks ago. At the time they told us we could upgrade the keyboard and mouse to wireless for $50 (they do this at all apple stores, just ask for it). We declined at the time, took the computer home for 2 days, set it up, installed applications, photos, music, etc, and it became a part of our life. However, on the 3rd day we really wished we had bought the wireless keyboard and mouse for $50. We called the apple store where we bought the machine and the manager told us that they come prepackaged and that we would have to return the machine, pay the $169 restocking fee, get a new computer, reinstall everything (leopard, apps, photos, music, etc) AND pay for th $50 upgrade. When I explained that this was slightly ridiculous considering a new wireless keyboard and mouse is $150 retail she said that's the way it has to be done but I could try calling applecare to figure something out....
After first talking to sales, then technical support, then sales again, then transferred to customer relations (2 hours at this point) I was upset but explained the story in detail to the customer relations employee. He responded that he doesn't understand why an upgrade that was offered at the outset wouldn't be honored 3 days after purchase and that he would gladly send me a wireless keyboard and mouse for FREE! It arrived the NEXT DAY overnight shipping! I was happy as a clam and it just goes to show you that apple can sometimes seem very corporate but I believe is at its heart still a very decent company that cares about keeping its customers happy. End of story, thank you apple!
