Broken iMac superdrive and terrible Apple Customer Services..

[archipellago]

Right, just to say this is a vent and to gauge the opinion of you guys on here. It is also worth bearing in mind that I am in the UK where consumer retail protection seems to be better than in the US. As well as the obligatory 12 mth guarantee, a defective item is considered to have been faulty at point of purchase if the fault develops within the first 6 mths.

I don't have Applecare, again under UK law there can be up to 6 years remediation for faulty products.

so...

I have a 20" Alu iMac, it is the current latest version. The superdrive has always been temperamental. 6 or so times since I had it the system profiler will show 'no burning device' a reboot has always fixed it. Anyway last Tuesday night the superdrive stopped working altogether, no noise, sounds like no power, nothing.

reset PRAM, SMC, run the hardware test from an external drive. No change, the hardware test said no problems.

the following morning I rang apple telephony support and explained my problem, the guy put me on hold for 8 minutes and then cut me off.

rang back and got a lady who advised me that I would have to take it back to the Apple store, but that she couldn't book me a appt. at my nearest one (Sheffield) as they were closing in a week for a refurb. She said I could walk in, wait and hope, but that they wouldn't pick the computer from me as I didn't have applecare.

So I drove to Sheffield (30 miles) waited and was seen by Will. He confirmed the borked drive, but couldn't take it for repair as they were 'stacked out with warranty work' (not a surprise) his only option for me was to drive another 50 miles to the Manchester store and book it in there. When I asked why I was having to drive about with a £1000 4mth old computer when the fault wasn't my problem he couldn't or didn't answer.

so, I drove home and rang Apple Customer Care in Ireland. Initially there was a wait time 'in excess of 15 minutes' (not a surprise) and so I called back later when the wait was only 6 minutes!

Spoke to Dave, he was sympathetic but explained there was very little he could do. In the end he offered to pick the computer up from me and so I gave him all my details. That was last wednesday.....

I've yet to hear anything from anyone...


I don't understand how Apple can offer service that is so bad...

So, when the computer gets fixed, I'll flog it, and the iPhone. I've already cancelled the order I placed for 4 computers for my business, and as my MobileMe is up for renewal in 3 weeks.... guess what!

so, to anyone else with issues I say good luck. The store was rammed with unhappy customers bringing stuff back.

is my experience normal?

[Hellhammer]

Call them (again) and tell them that the SuperDrive is broken and needs repair. Also tell him that if he/she cuts you off AGAIN, you'll contact to customer retail protection office (basically a place full of free lawyers here in Finland) and they will sort this out if nothing else can't. Moreover, don't be kind anymore. It usually helps me if I raise up my voice and be a little aggressive. You've got so bad service that you might want to contact Apple (ask for supervisor when phoning) and tell them because that sucks and Apple wants to get rid of those kinda workers

[archipellago]

Call them (again) and tell them that the SuperDrive is broken and needs repair. Also tell him that if he/she cuts you off AGAIN, you'll contact to customer retail protection office (basically a place full of free lawyers here in Finland) and they will sort this out if nothing else can't. Moreover, don't be kind anymore. It usually helps me if I raise up my voice and be a little aggressive. You've got so bad service that you might want to contact Apple (ask for supervisor when phoning) and tell them because that sucks and Apple wants to get rid of those kinda workers

thanks, they know the drive is borked, that point is indisputeable.

Dave in Customer Care IS complaints..he wouldn't put me on to anyone else no matter how hard I tried.

dead ends all over the place, I shall just vote with my feet and my wallett whilst encouraging others to do the same.

[Hellhammer]

thanks, they know the drive is borked, that point is indisputeable.

Dave in Customer Care IS complaints..he wouldn't put me on to anyone else no matter how hard I tried.

dead ends all over the place, I shall just vote with my feet and my wallett whilst encouraging others to do the same.

Have you tried calling directly to Manchester Apple Store and asking from them? Make an appointment for Genius Bar and tell them while calling that SD is broken and needs the be replaced

[archipellago]

Have you tried calling directly to Manchester Apple Store and asking from them? Make an appointment for Genius Bar and tell them while calling that SD is broken and needs the be replaced

I'm not spending more money and time sorting out Apple's fault.

I hate going to Manchester at the best of times..!

love to know what would happen if I was disabled, or didn't have a car!

[spcdust]

I can understand them not collecting the computer from your home - to be fair that's one of the perks of paying for Applecare, what I don't understand is the Sheffield store not accepting it for repair. The drive is indisputably broken and you're still within the twelve month warranty - wether the store is "stacked out with warranty work" isn't really your problem - it's there's to sort out. Personally you should have insisted at this point they accept it for repair and not even contemplated a Manchester trip or taking the computer back home.

Next move is to call Apple back, ask politely to speak to a supervisor and explain the whole catalogue of events emphasising the Sheffield part of the story and lack of call backs etc. Keep it polite but firm, stressing the inconvenience already experienced and hopefully they'll sort you out. In my experience Apple are usually pretty good with their customer care.

One last lesson - probably should have reported the Superdrive fault earlier when it started showing the symptoms rather than wait for it to completely fail - if this ultimate fail had happened outside of the twelve months warranty you would had a lot more problems.

[Hellhammer]

I'm not spending more money and time sorting out Apple's fault.

I hate going to Manchester at the best of times..!

love to know what would happen if I was disabled, or didn't have a car!

Your only choice is then to call them again and ask for them to pick it up because it's defective. If they still refuse, contact to customer protection office and make them sweat. Or simply, live with it. USB ones costs maybe 20$

[archipellago]

I can understand them not collecting the computer from your home - to be fair that's one of the perks of paying for Applecare, what I don't understand is the Sheffield store not accepting it for repair. The drive is indisputably broken and you're still within the twelve month warranty - wether the store is "stacked out with warranty work" isn't really your problem - it's there's to sort out. Personally you should have insisted at this point they accept it for repair and not even contemplated a Manchester trip or taking the computer back home.

Next move is to call Apple back, ask politely to speak to a supervisor and explain the whole catalogue of events emphasising the Sheffield part of the story and lack of call backs etc. Keep it polite but firm, stressing the inconvenience already experienced and hopefully they'll sort you out. In my experience Apple are usually pretty good with their customer care.

One last lesson - probably should have reported the Superdrive fault earlier when it started showing the symptoms rather than wait for it to completely fail - if this ultimate fail had happened outside of the twelve months warranty you would had a lot more problems.



well you have limited options if the guy physically won't take it... I can't print my own receipt! My only option would have been to walk out and leave it there, but that wouldn't have been a good idea.

The guy Will Schwar was/is a tool and wasn't really interested. There was literally a queue out of the door with people bringing stuff back though and the atmosphere all round was 'tense'

The amazing Apple experience eh..??

I'm already in talks with Dave Kelly at Apple Customer Care (Stockley Park number to Hollyhill centre). He's agreed to pick it up now, although he had no choice as sale of goods act say a repair must be offered at minimal inconvenience to the consumer. That being said he agreed to it on Wednesday and I'm still awaiting the courier's call. Rubbish....

trading standards have raised a case and I'll file to go to small claims if nothing happens soon.


I agree I should have reported it earlier, but it won't matter as when its back I'll just flog it and the iPhone I've got and from an earlier post I'll try and spread the word and do what I can to make my peer group stay aware from Apple stuff.

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.


as a company they don't deserve my cash.

[Hellhammer]

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.



1. Apple products have great quality and secondly they don't manufacture their components. Broken SuperDrive doesn't make it bad

2. Apple has one of the best customer services on earth, you've just faced bad employees

Call them again and ask for Dave Kelly and if he's unavailable, tell him that you're waiting a call from him because your iMac should be picked up already. It doesn't help if you come to here and complain

[Pixellated]

well you have limited options if the guy physically won't take it... I can't print my own receipt! My only option would have been to walk out and leave it there, but that wouldn't have been a good idea.

The guy Will Schwar was/is a tool and wasn't really interested. There was literally a queue out of the door with people bringing stuff back though and the atmosphere all round was 'tense'

The amazing Apple experience eh..??

I'm already in talks with Dave Kelly at Apple Customer Care (Stockley Park number to Hollyhill centre). He's agreed to pick it up now, although he had no choice as sale of goods act say a repair must be offered at minimal inconvenience to the consumer. That being said he agreed to it on Wednesday and I'm still awaiting the courier's call. Rubbish....

trading standards have raised a case and I'll file to go to small claims if nothing happens soon.


I agree I should have reported it earlier, but it won't matter as when its back I'll just flog it and the iPhone I've got and from an earlier post I'll try and spread the word and do what I can to make my peer group stay aware from Apple stuff.

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.


as a company they don't deserve my cash.

Call applecare and ask for customer relations, complain to them and your problem will be solved.

[ChrisA]

thanks, they know the drive is borked, that point is indisputeable.

Dave in Customer Care IS complaints..he wouldn't put me on to anyone else no matter how hard I tried.

dead ends all over the place, I shall just vote with my feet and my wallett whilst encouraging others to do the same.

YES. Post this to as many place as you can. Be even more specific with dates and first and last names of those you spoke with. Send copies (links) to Apple.

Tell them you are moving you business back to Ubuntu Linux on PC hardware because of it's even better than Mac OS stability and ease of use.

But the main point is here NOT of post generic "Apple sucks" rants but to be even more specific than you've been. Maybe even relate stories from others you heard while waiting in line for repairs to show that this is a general problem. And again you gain best credibility of you give dates, places and full names and even more if you can give some real quotes and not just paraphrase.

One effective technique with telephone support people is to ask their full name, location of their work place. And then as they talk as them to slowdown "because you can't type so fast" and read back their words and ask if you got it right.

[kufford]

well you have limited options if the guy physically won't take it... I can't print my own receipt! My only option would have been to walk out and leave it there, but that wouldn't have been a good idea.

The guy Will Schwar was/is a tool and wasn't really interested. There was literally a queue out of the door with people bringing stuff back though and the atmosphere all round was 'tense'

The amazing Apple experience eh..??

I'm already in talks with Dave Kelly at Apple Customer Care (Stockley Park number to Hollyhill centre). He's agreed to pick it up now, although he had no choice as sale of goods act say a repair must be offered at minimal inconvenience to the consumer. That being said he agreed to it on Wednesday and I'm still awaiting the courier's call. Rubbish....

trading standards have raised a case and I'll file to go to small claims if nothing happens soon.


I agree I should have reported it earlier, but it won't matter as when its back I'll just flog it and the iPhone I've got and from an earlier post I'll try and spread the word and do what I can to make my peer group stay aware from Apple stuff.

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.


as a company they don't deserve my cash.

Sorry about your luck and I hope you get your problems sorted out. Enjoy your Windows experience, you are a much more dedicated man than I to endure M$ software to prove a point.

By the way and I mean this in a totally complimentary way -- I just love hearing (albeit, in this case reading) you brits speak.

[spcdust]

Something does not add up with your posts....

If the machine is under warranty and you have proof of purchase (not an unreasonable requirement for warranty repairs) then there should be no problem at all. You seem to know all about your consumer rights so I'm still surprised you accepted "Will's" refusal to accept the machine for repair at the Sheffield store.

Granted you seem to have had a bad experience but surely a better use of your time would now be to call Apple to enquire when they propose to collect your Mac rather than multiple forum posts and reporting Apple to Trading Standards which seems a tad premature. Apple, in the main, take their Customer Care very seriously, and is usually better than you seem to be experiencing

My advice is get on the phone again, get a resolution with a definite collection date. I would then ask Apple what they will do for you considering the inconvenience you have suffered and the below standard customer care you experienced. I reckon you could angle for complimentary Apple Care cover for the three years from the date of purchase.

[mrsir2009]

Apple did the same to me when my iMac's DVD drive broke. It had to be replaced 2 times and they LOST my computer up the other end of the country and it took them weeks to find it:mad:

I'm not sure if your experience is normal, but it happened to me and its frustrating:mad:

[AAPLaday]

From what i hear having the superdrive fail in an iMac is not that uncommon a problem. Mines being very temperamental at the moment. It will accept some dvds and not others. Even though i am out of warranty the guy at the Apple store offered to look at it for me for free to see how bad it was. I will probably just end up getting an external dvd rewriter.

[mrsir2009]

From what i hear having the superdrive fail in an iMac is not that uncommon a problem. Mines being very temperamental at the moment. It will accept some dvds and not others. Even though i am out of warranty the guy at the Apple store offered to look at it for me for free to see how bad it was. I will probably just end up getting an external dvd rewriter.

Mine runs DVDs fine but spits out CDs :( (After getting "fixed" twice by Apple)

[archipellago]

1. Apple products have great quality and secondly they don't manufacture their components. Broken SuperDrive doesn't make it bad

2. Apple has one of the best customer services on earth, you've just faced bad employees

Call them again and ask for Dave Kelly and if he's unavailable, tell him that you're waiting a call from him because your iMac should be picked up already. It doesn't help if you come to here and complain

well I would hope that my experience of Apple isn't common but judging from the scenes in Meadowhall Sheffield I wouldn't be so sure.

Funny but in computer/electronics stuff I've only ever bought 3 things from them.

1/ This iMac

2/ Mini - HDD died twice in 8 mths

3/ iPhone 3G.... on my 3rd, one went dead suddenly and one had the 'cracks'. This one seems fine apart from the right earbud in the headset not working..


best customer services?

In my experience...the absolute worst.!

Drive to Manchester? You are having a 'giraffe'!

Didn't thnk complaining on here would help, I was trying to gauge what is and what isn't normal. I get the feeling that Apple's reputation isn't necessarily deserved..

[archipellago]

Call applecare and ask for customer relations, complain to them and your problem will be solved.

done..dialled 020 8218 1000

which is Apple UK HO switchboard and asked for Customer Relations..thats where Dave works. He's not quite as useless as the rest of them..

but he's getting there....

wouldn't mind, but its a £1k computer thats 4 mths old...... none of this is my fault...why should I have to run round after I've rung them initially?

[archipellago]

Sorry about your luck and I hope you get your problems sorted out. Enjoy your Windows experience, you are a much more dedicated man than I to endure M$ software to prove a point.

By the way and I mean this in a totally complimentary way -- I just love hearing (albeit, in this case reading) you brits speak.

thanks but i'll go back to Kubuntu...should never have left:(

[archipellago]

Something does not add up with your posts....

If the machine is under warranty and you have proof of purchase (not an unreasonable requirement for warranty repairs) then there should be no problem at all. You seem to know all about your consumer rights so I'm still surprised you accepted "Will's" refusal to accept the machine for repair at the Sheffield store.

Granted you seem to have had a bad experience but surely a better use of your time would now be to call Apple to enquire when they propose to collect your Mac rather than multiple forum posts and reporting Apple to Trading Standards which seems a tad premature. Apple, in the main, take their Customer Care very seriously, and is usually better than you seem to be experiencing

My advice is get on the phone again, get a resolution with a definite collection date. I would then ask Apple what they will do for you considering the inconvenience you have suffered and the below standard customer care you experienced. I reckon you could angle for complimentary Apple Care cover for the three years from the date of purchase.


1/ Yes I do know my rights. Will's point about refusing to repair it was
only down to the store closing for almost 3 weeks for refurb in a week. I can't say for definite if he would have taken it in had that not been the case but probably. He confirmed the age of the machine and the borked superdrive. I still don't think I should have to spend 3-4 hours of my time (min) and £25 in fuel plus wear and tear on the car to fix a problem on this computer that is all down to Apple.

2/ I've phoned Apple twice today. Once to C/Rels and once to the tech support line, quoting my ref. Promised a callback from someone both times but nothing. There is only so many times you can keep coming back after having the door slammed in your face 4 or 5 times..! I just don't deal with companies like that.


trading standards would take issue with your opinion of Apple Customer Service as would 3 or 4 of my friends (I've since found out)...I shall say no more than that.



I don't want anything from them by way of products or discounts, I shall not buy from them again.

1/ I've just cancelled my order(s) of Quickbooks (OSX) that was placed in anticipation of multiple macs replacing the ageing dektops at work.... that I've also cancelled.

2/ Business mobiles thru Orange and was looking at 5 iphones for the engineers to use. Forget that.

3/ I would like someone from Apple HO to ring me and simply say..... 'sorry' and get the machine fixed so I can flog it. Cash for petrol and time would be nice but I won't hold my breath. After all they only have $30bn in the bank...!

[spcdust]

Well, guess you've made your decision and if the customer service has been that bad then can't really blame you.

[archipellago]

Well, guess you've made your decision and if the customer service has been that bad then can't really blame you.

thanks...

just to say...still no call or email.

This lot are just a bunch of clowns.

[arjen92]

What I've done twice (I do have Apple Care though) is to bring it to a repair service immediately. Here in the netherlands we don't have apple stores. So you'll have to go abroad to go the apple store, ofcourse that isn't an option. Apple gives a website showing all apple certified company's that are able to repair the thing. Those options are a lot of stores, but also companies.

I delivered it to the company said "it doesn't work anymore, fix it" (with more manners ofcourse), they fix it, and I pick it up. Simple as that. No need to give my receipt or any details when I bought it etc. They can find it in the database of apple by filling in the imac's serial number.

p.s. I was to lazy to find out where you lived, but say you live in manchester you can get this as a result:
http://apple.viamichelin.com/b2b2c/gbr/dyn/controller/DLAmbiguous?withCriteria=false&wnoss=true&productId=141160&productId2=141160&productId3=81744&strLocation=manchester&strCP=&c1=&c2=&c3=&c4=1&c5=&c6=&c7=&c8=&c9=&c10=&c11=&c12=&c13=&c14=&viaProduct=3&viaSpecial=-1&ctyorpc=manchester&strCountry=1138&x=116&y=24

[archipellago]

Thanks. I just thought buying Apple would be different to buying cheap pc stuff in everyway ultimately it ain't true. I have had similar products and a different world level of service from companies such as Dell and Sony

[archipellago]

for anyone interested I got the iMac fixed by an AASP, at much more inconvenience to me.

Sold on ebay along with the iphone.

Now that Win7 is here I have no need for OS X.

the guy from Apple Complaints eventually got back to me. He'd been on holiday for a week.

Clearly OS X Mail has no 'out of office'...or he has no friends.... :rolleyes:


anyhow he's sending me an iPod nano for my inconvenience, more for ebay.

good riddance, they deserve nothing less...

[BelowTheBelt]

for anyone interested I got the iMac fixed by an AASP, at much more inconvenience to me.

Sold on ebay along with the iphone.

Now that Win7 is here I have no need for OS X.

the guy from Apple Complaints eventually got back to me. He'd been on holiday for a week.

Clearly OS X Mail has no 'out of office'...or he has no friends.... :rolleyes:


anyhow he's sending me an iPod nano for my inconvenience, more for ebay.

good riddance, they deserve nothing less...


My goodness sounds like you had a hell of a time.
After reading over this thread, to me it sounds like your a bit of a hot head & have a quick temper, are you sure you met the Apple employees with respect off the first foot ?

I work for the Government of Canada, specifically Revenue Canada and I am a very friendly fellow. I have the entire power of the Government to help someone with a problem; if they are nice and courteous & in the same breath that entire power is there to make their life a living hell if I am treated with little to no respect.

Just a though after reading your comments, you might need some reflection time.

[archipellago]

My goodness sounds like you had a hell of a time.
After reading over this thread, to me it sounds like your a bit of a hot head & have a quick temper, are you sure you met the Apple employees with respect off the first foot ?

I work for the Government of Canada, specifically Revenue Canada and I am a very friendly fellow. I have the entire power of the Government to help someone with a problem; if they are nice and courteous & in the same breath that entire power is there to make their life a living hell if I am treated with little to no respect.

Just a though after reading your comments, you might need some reflection time.

ah! power mad..... good..!

yes I was courteous to all concerned, shouting gets you nowhere.

The Apple complaints guy actually volunteered to do something when I spoke to him. he then did nothing and went away for a week.

genius..

the customer service matches, in my experience, the quality of the hardware.

I need no time for reflection, it's done and finished and I'm better off in every way! Result...

[BelowTheBelt]

ah! power mad..... good..!

yes I was courteous to all concerned, shouting gets you nowhere.

The Apple complaints guy actually volunteered to do something when I spoke to him. he then did nothing and went away for a week.

genius..

the customer service matches, in my experience, the quality of the hardware.

I need no time for reflection, it's done and finished and I'm better off in every way! Result...

Awesome possum bro :-)

Good and better luck in the future

[t22design]

My experiences with Apple customer support have been nothing less than excellent.

I'll keep recommending them to friends.

[arose1980]

well you have limited options if the guy physically won't take it... I can't print my own receipt! My only option would have been to walk out and leave it there, but that wouldn't have been a good idea.

The guy Will Schwar was/is a tool and wasn't really interested. There was literally a queue out of the door with people bringing stuff back though and the atmosphere all round was 'tense'

The amazing Apple experience eh..??

I'm already in talks with Dave Kelly at Apple Customer Care (Stockley Park number to Hollyhill centre). He's agreed to pick it up now, although he had no choice as sale of goods act say a repair must be offered at minimal inconvenience to the consumer. That being said he agreed to it on Wednesday and I'm still awaiting the courier's call. Rubbish....

trading standards have raised a case and I'll file to go to small claims if nothing happens soon.


I agree I should have reported it earlier, but it won't matter as when its back I'll just flog it and the iPhone I've got and from an earlier post I'll try and spread the word and do what I can to make my peer group stay aware from Apple stuff.

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.


as a company they don't deserve my cash.

I don't mean to be rude but seriously? SERIOUSLY? I get that you have had a poor experience with a company, who hasn't? However, imho you are going a tad overboard.

"I agree I should have reported it earlier, but it won't matter as when its back I'll just flog it and the iPhone I've got and from an earlier post I'll try and spread the word and do what I can to make my peer group stay aware from Apple stuff.

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.


as a company they don't deserve my cash."

So because you have had bad experience with ONE of your items at TWO stores, all of a sudden the entire Apple company is rotten to the core (no pun intended)? Really? Sorry but imo you are sounding like a little child who because she/he hasn't gotten their way then they just go "HMPH, I didn't want it in the first place! HMPH". How about you actually WAIT to see what the end result is before you write the entire company off?

[arose1980]

My experiences with Apple customer support have been nothing less than excellent.

I'll keep recommending them to friends.

Exactly. If I were Apple I would say "good riddance" to the TC as a customer. In a business which has let it's history/product/and fan base speak for itself, one rotten apple is more trouble than its worth.

[stonemann]

My experience with the Apple Store in Regent's Street, London has been excellent. Took in my five year old Powerbook G4 recently for a hard drive replacement. It was ready in two days. Very reasonable repair cost too. Half what my local Apple reseller quoted me. First time my machine has had anything go wrong with it in five years of use. So my experience both on the hardware side and customer support has been great. No complaints here. Planning to get an iMac next and when my trusty Powerbook eventually bites the dust, I'd have no hesitation in getting a Macbook Pro. Applecare is a must though. Stuff goes wrong. ****** happens. But generally Apple deal with it, so I'm a bit surprised you appear to have had such a lousy time.

[jdaco6]

To the OP. I am amazed that they collected your Imac from you! I have a 24" BTO Imac that has just gone in for repair and they told me they would not collect it under any circumstances and that I would have to drive to my nearest apple store!

[mtnDewFTW]

is my experience normal?

Nope. Over here, in US, Apple has always treated me very nicely.
They even helped me out with a Windows problem I was having (it was iTunes related.) btw, this is something Microsoft can't even do yet, and the problem was in the OS, no iTunes, but I won't get into that right now.

Anyway, I think you got very unlucky this time, and I'm very sorry about that :(
Apple costumer care are actually usually very nice, at least they are in US.

Just be happy you didn't have a PC.
There isn't a single PC company in this world that is NEARLY as nice as Apple.
They just don't care. That's it, they really DON'T care. And they all work from like India, so you could imagine how little they could do, without even speaking the language correctly (I don't mean to offend anyone)


Anyway, I've had much worse experiences with Gateway, Dell, and even WD, yes the HDD company lol.

So anyway, just so you know, Apple actually didn't treat you that bad, to me it just sounds like you got pretty unlucky, because of the stores, and the distance also made it even more frustrating.

And I really hope they'll be nicer next time :)

[archipellago]

To the OP. I am amazed that they collected your Imac from you! I have a 24" BTO Imac that has just gone in for repair and they told me they would not collect it under any circumstances and that I would have to drive to my nearest apple store!


If you are in the UK then they aren't allowed to do that, providing it's in warranty.

They have to offer a repair as an absolute minimum at minimal inconvenience and cost to you.

They should compensate you for your time and fuel.

The normal Apple support line wouldn't do it (pick it up) it was only when I got to complaints that I got offered that..... which when I said OK.....didn't happen anyway!

I've raised a case with trading standards to get clarification on procedure.

[archipellago]

My experience with the Apple Store in Regent's Street, London has been excellent. Took in my five year old Powerbook G4 recently for a hard drive replacement. It was ready in two days. Very reasonable repair cost too. Half what my local Apple reseller quoted me. First time my machine has had anything go wrong with it in five years of use. So my experience both on the hardware side and customer support has been great. No complaints here. Planning to get an iMac next and when my trusty Powerbook eventually bites the dust, I'd have no hesitation in getting a Macbook Pro. Applecare is a must though. Stuff goes wrong. ****** happens. But generally Apple deal with it, so I'm a bit surprised you appear to have had such a lousy time.


with all due respect thats a very different situation. Thats not a warranty repair, you are paying them for the service.

Applecare shouldn't be a must, no extended warranty plan on any expensive electrical item should be needed in the UK because of the protection the law allows.

An item costing £1k, that doesn't move (iMac) would be expected to last, in normal use a minimum of 3 years. The sale of goods act covers all this. Any legal advice would tell you that.

[archipellago]

I don't mean to be rude but seriously? SERIOUSLY? I get that you have had a poor experience with a company, who hasn't? However, imho you are going a tad overboard.

"I agree I should have reported it earlier, but it won't matter as when its back I'll just flog it and the iPhone I've got and from an earlier post I'll try and spread the word and do what I can to make my peer group stay aware from Apple stuff.

1/ They make poor quality stuff in general.

2/ They don't seem to care when things do go wrong.


as a company they don't deserve my cash."

So because you have had bad experience with ONE of your items at TWO stores, all of a sudden the entire Apple company is rotten to the core (no pun intended)? Really? Sorry but imo you are sounding like a little child who because she/he hasn't gotten their way then they just go "HMPH, I didn't want it in the first place! HMPH". How about you actually WAIT to see what the end result is before you write the entire company off?



Thats your opinion and your are entitled to it. I am quite keen on good service especially when I've paid a premium for a supposed premier product. 1 chance to make a first impression

Culture on the shop floor often comes from above and the arrogance was breathtaking. The fact that complaints also made a mess of it just re-enforces that view.

It shouldn't cost me in excess of £50 plus 5+ hours of time to sort out a problem on a £1k computer that is only 5 months old.

Apple should have been bending over backwards whilst apologising for the trouble.

Remember Apple supposedly sell premium products to give the best possible user experience. Its all part of the package and what you pay for....and why most people are happy to pay a little bit more.

"It just works" etc.

well.... in my experience, none of it really works and nothing they do is worth paying the Apple tax for.

Remember this isn't the first problem I've had with Apple hardware, my best friend has an older poly. iMac which got the vertical screen lines after 14 months. he had to go to small claims court (and won!) before Apple would do anything.

I'm not saying my experience is reflective of Apple overall but I can only base my opinions on my experience of them myself. if other people get treated better or are happy to be treated the same as me, then fine

They don't deserve my business so they won't get it.

[spcdust]

If you are in the UK then they aren't allowed to do that, providing it's in warranty.

They have to offer a repair as an absolute minimum at minimal inconvenience and cost to you.

They should compensate you for your time and fuel.

The normal Apple support line wouldn't do it (pick it up) it was only when I got to complaints that I got offered that..... which when I said OK.....didn't happen anyway!

I've raised a case with trading standards to get clarification on procedure.

To be completely honest there's a lot of ill informed and inaccurate hot air in your statements and also your previous posts. Maybe it's time to let it go and just move on.

[archipellago]

Exactly. If I were Apple I would say "good riddance" to the TC as a customer. In a business which has let it's history/product/and fan base speak for itself, one rotten apple is more trouble than its worth.


Apple's fanbase isn't very subjective though is it?

"The cult of Mac" etc..

http://www.guardian.co.uk/commentisfree/2007/feb/05/comment.media

and in real terms the product doesn't reach very far or to very many customers.

260 million computers will be sold this year (worldwide) of which Apple will get 10 million (approx) of those sales. 4% marketshare.

[neilw]

Apple is a very large company, selling millions upon millions of machines. Some small number are bound to hit the unlucky jackpot, and though it is disappointing to hear for those of us whose Apple experience is generally (or uniformly) positive, it's reality.

To the OP: good luck, and sorry it didn't work out. Your Apple experience is not the norm.

[archipellago]

To be completely honest there's a lot of ill informed and inaccurate hot air in your statements and also your previous posts. Maybe it's time to let it go and just move on.

or maybe you should put up or shut up..?

http://whatconsumer.co.uk/and-if-my-statutory-rights-are-breached/

"...the seller must offer to at least repair the goods. They must do this within reasonable time, at no additional cost to you and without causing any significant inconvenience..."

if you want to point out where you think I'm mistaken then I'm more than happy to debate it.

If not I'll just assume that your 'mac evangelism' is clouding your judgement.

[archipellago]

Some people run into a small hitch and go pop off on the forums without trying to actually fix the problem. This does not seem to be one of those cases, though.

The OP has already waited long enough to form an opinion. While my Apple experience is quite different (as are most, by the customer satisfaction surveys one sees), you cannot fault someone for drawing conclusions on a company based on his treatment. The iMac is an expensive piece of gear, and that carries with it a higher level of expectation for satisfaction. If I buy a Yugo and have some problems, I know what I got into. But if I get a new BMW and can't get the thing fixed, I get angry much more quickly, and justifiably so.

Apple is a very large company, selling millions upon millions of machines. Some small number are bound to hit the unlucky jackpot, and though it is disappointing to hear for those of us whose Apple experience is generally (or uniformly) positive, it's reality.

To the OP: good luck, and sorry it didn't work out. Your Apple experience is not the norm.

exactly, thanks for the post..

[archipellago]

Nope. Over here, in US, Apple has always treated me very nicely.
They even helped me out with a Windows problem I was having (it was iTunes related.) btw, this is something Microsoft can't even do yet, and the problem was in the OS, no iTunes, but I won't get into that right now.

Anyway, I think you got very unlucky this time, and I'm very sorry about that :(
Apple costumer care are actually usually very nice, at least they are in US.

Just be happy you didn't have a PC.
There isn't a single PC company in this world that is NEARLY as nice as Apple.
They just don't care. That's it, they really DON'T care. And they all work from like India, so you could imagine how little they could do, without even speaking the language correctly (I don't mean to offend anyone)


Anyway, I've had much worse experiences with Gateway, Dell, and even WD, yes the HDD company lol.

So anyway, just so you know, Apple actually didn't treat you that bad, to me it just sounds like you got pretty unlucky, because of the stores, and the distance also made it even more frustrating.

And I really hope they'll be nicer next time :)


thanks for the post, you might be right.

..but there won't be a next time..

[spcdust]

To the OP - you need to calm down a little bit and probably get some perspective. It seems odd that the majority of people have very positive experiences with Apples aftercare but the one guy who demonstrates a rather hot headed attitude in their postings - low and behold has nothing but trouble in all their dealings with Apple. I'm no Miss Marple but maybe there's a connection.;)

You've made up your mind and got rid of all your Apple products so why are you still banging on about it?

By the way - I count myself as not a Mac Fanboy.

[steveOooo]

I agree with the OP.

2008

Imac G5 - Superdrive faulty 1 month before 3 year warranty ended, had to lug this (10kg) thing to the apple store - 20min walk (in a i-lugger backpack). They decided it wasnt faulty - they booted off their own firewire drive - got it home, still faulty (couldnt burn dvdr). They said do a erase n install - which i couldnt do cos the drive wouldnt recognise the install discs.
I went back with and They replaced the SD with a mat****a drive. I drove their to collect - so 5 legs with a £1000+computer - how conveniant.

Why do i have to travel, at cost to me and spend time correcting a in-warranty faulty computer? cant they collect their faulty stuff and replace?

On this case, the call to Applecare was very good - quick and painless.

2009

Buy a ACD

ACD 1. Hairline crack within the glass. call applecare - bad line with indian guy (very loud distorted) then go to other guy - line is clear, american - but then he hangs up on me! he was at least very apologetic. total time took around 15mins on phone. They replace the ACD via courier

ACD 2. AFter 2 days, the resolution is stuck on 640x480 - a rare prob. apparently. Call took 45mins - tech support - unplug/system prefs, detect display - did this for 20mins - um hello? its not working. Then get put thru to apple store - 'hey you can come and drop it off at your apple store' um no thanks? why should i drive/walk with a £600 monitor that weighs a ton to sort out YOUR PROBLEM? i had to say 'i would like a refund twice' before and near the end of the conversation with her.
This took 45mins,

I bought a HP LP2475W which has a 3 year warranty INCLUDED at no extra charge, it also has something really spaced aged called a 'hdmi' 'dvi' 'display port' and a 'on/off' button! oh and no GLARE! why have they dropped anti-glare from the imac range? i dont want to see my ugly mug when using my com!

my opinion of apple has gone down a bit, certainly with the ACD fiasco - chuckle bros have gone into making ACDs.

[mdgolom]

best customer services?

In my experience...the absolute worst.!

Drive to Manchester? You are having a 'giraffe'!


I guess I've had better results with AppleCare, not sure if it's because I'm in the US. I had a PowerPC G5 and burned out 3 SuperDrives. Basically every day I would burn a DVD to watch at the gym. AppleCare always provided me with the new drive shipped to me. I've had at least 10 Macs and yes, sometimes they have problems. My 13 month old iMac had an HDD fail which was replaced. 3 months later it died again and Apple replaced it and the power supply. They still had problems booting the machine, so instead of delaying me, they offered me a replacement with a new iMac (better specs) right from the store. No other company I know of will offer to do that.

Plus, here in the US, you can schedule a time for AppleCare to call you back so you don't have to wait on the phone on hold. This is why Apple is #1 in customer care.

I'm really sorry you've had all these problems. As for the store not taking the computer for repair, I can understand if they wouldn't be able to fix it before the store closed for Refurb.

[steveOooo]

To the OP - you need to calm down a little bit and probably get some perspective. It seems odd that the majority of people have very positive experiences with Apples aftercare but the one guy who demonstrates a rather hot headed attitude in their postings - low and behold has nothing but trouble in all their dealings with Apple. I'm no Miss Marple but maybe there's a connection.;)

You've made up your mind and got rid of all your Apple products so why are you still banging on about it?

By the way - I count myself as not a Mac Fanboy.

But apple wanted him to drive 50miles to manchester having already driven 20miles to sheffield at cost to him, to replace a 4month old £1000+ computer? how would this not make you pissed off?

[AdeFowler]

love to know what would happen if I was disabled, or didn't have a car!

That's me and I dread having problems with Apple kit :(

I always buy Applecare, but I still think Apple's support in the UK has a lot of room for improvement.

[steveOooo]

what is the situ with repairing a applecare covered computer do you have to travel to ur nearest applestore (1mile from me) or can they collect? they seem to only give one option (go to applestore) when on the phone?

[archipellago]

what is the situ with repairing a applecare covered computer do you have to travel to ur nearest applestore (1mile from me) or can they collect? they seem to only give one option (go to applestore) when on the phone?

Original Apple supprt line said they would have picked up my computer IF I had Applecare.

[spcdust]

But apple wanted him to drive 50miles to manchester having already driven 20miles to sheffield at cost to him, to replace a 4month old £1000+ computer? how would this not make you pissed off?

Granted, and last week I had every sympathy with the guy and said as much but to be fair I could never understand why he accepted this in the first place as this was blatantly in-correct. I suppose I'm reacting to his rather OTT perspective on his issues - within a week he's sold all his Apple Goods, raised a complaint with Trading Standards etc etc.

[archipellago]

To the OP - you need to calm down a little bit and probably get some perspective. It seems odd that the majority of people have very positive experiences with Apples aftercare but the one guy who demonstrates a rather hot headed attitude in their postings - low and behold has nothing but trouble in all their dealings with Apple. I'm no Miss Marple but maybe there's a connection.;)

You've made up your mind and got rid of all your Apple products so why are you still banging on about it?

By the way - I count myself as not a Mac Fanboy.

I came here to update my own thread, if you don't like it then don't post.

If you notice, the positive points about Apple tend to be US based. UK seems to be more hit and miss.

I don't think I'm hot headed and certainly wasn't on the phone, I am direct and firm, but polite and courteous.

my attitude certainly has ZERO to do with the (lack of) quality of Apple products in my experience.

btw... you should have seen the activity in the store I personally spoke to over a dozen people bringing back 'in warranty' equipment.

positive experience? very rarely....

[spcdust]

Original Apple supprt line said they would have picked up my computer IF I had Applecare.

Which is fair enough - that's one of the perks of paying for this cover. Like most goods if they are faulty within the warranty then it's generally a return to point of purchase OR many online retailers will put the onus is on the purchaser to pay for the transit back to the retailer for warranty repairs. Whenever I make online purchases I always read the T&C's to see what the retailers policy is on this as it's worth paying an extra £10.00 on the initial cost with a retailer that will pay for return to base costs.

Honestly, I'm sorry the OP has had a bad experience and probably it's best if I gracefully retire from this thread.:o

[archipellago]

Granted, and last week I had every sympathy with the guy and said as much but to be fair I could never understand why he accepted this in the first place as this was blatantly in-correct. I suppose I'm reacting to his rather OTT perspective on his issues - within a week he's sold all his Apple Goods, raised a complaint with Trading Standards etc etc. If I was cynical I would say it's all very Troll like behavior.


ok, tell me what you would have done when the 'Genuis' WOULD NOT accept it?

leave it there?

It was incorrect, but I had no options. I didn't accept it but there was nothing else I could do. Bearing in mind the sheer number of people who were there returnign stuff.

I even asked if I could leave it there for them to send either back to Apple or to the Manc. store but still no joy.


I'm no troll and I resent the implication. I've posted 1 thread on 1 board. My subsequent actions will hopefully help others (there are many) in similar situations, I believe Apple is acting illegally with its' interpretation of the SOG act.

[spcdust]

ok, tell me what you would have done when the 'Genuis' WOULD NOT accept it?

leave it there?

It was incorrect, but I had no options. I didn't accept it but there was nothing else I could do. Bearing in mind the sheer number of people who were there returnign stuff.

I even asked if I could leave it there for them to send either back to Apple or to the Manc. store but still no joy.


I'm no troll and I resent the implication. I've posted 1 thread on 1 board. My subsequent actions will hopefully help others (there are many) in similar situations, I believe Apple is acting illegally with its' interpretation of the SOG act.


Okay - I withdraw the Troll comment.

[archipellago]

Which is fair enough - that's one of the perks of paying for this cover. Like most goods if they are faulty within the warranty then it's generally a return to point of purchase OR many online retailers will put the onus is on the purchaser to pay for the transit back to the retailer for warranty repairs. Whenever I make online purchases I always read the T&C's to see what the retailers policy is on this as it's worth paying an extra £10.00 on the initial cost with a retailer that will pay for return to base costs.

Honestly, I'm sorry the OP has had a bad experience and probably it's best if I gracefully retire from this thread.:o


why accept that?

It is illegal to charge you for the return of faulty goods. Its on the statute, its law.

minimal inconvenience, no extra cost.

black and white.


the t&c's can't overide the law of the land. They cannot put the onus on the consumer.

in my case they wouldn't accept it back in ANY WAY, whether I paid for carriage or they did.

And Applecare should NOT be a pre-REQUISITE for Apple to follow the law. As I've said before the law in this country protects products for a period up to 6 years (depending on price/use etc.)

Small claims court would find on your favour 99% of the time for a £1k computer lasting up to 3 years.

Apple get away with this because people like you let them.

[archipellago]

I guess I've had better results with AppleCare, not sure if it's because I'm in the US. I had a PowerPC G5 and burned out 3 SuperDrives. Basically every day I would burn a DVD to watch at the gym. AppleCare always provided me with the new drive shipped to me. I've had at least 10 Macs and yes, sometimes they have problems. My 13 month old iMac had an HDD fail which was replaced. 3 months later it died again and Apple replaced it and the power supply. They still had problems booting the machine, so instead of delaying me, they offered me a replacement with a new iMac (better specs) right from the store. No other company I know of will offer to do that.

Plus, here in the US, you can schedule a time for AppleCare to call you back so you don't have to wait on the phone on hold. This is why Apple is #1 in customer care.

I'm really sorry you've had all these problems. As for the store not taking the computer for repair, I can understand if they wouldn't be able to fix it before the store closed for Refurb.


Apple QC not a new issue then.?

3 superdrives?

wow!

I think given the history you mention then lots of companies would replace the machine. They could be in trouble if they didn't, 2 HDD's failing in 3/4 months, plus new PSU and still not fixed smells 'lemony' or incompetent to me.

the store was closing in a week btw, wasn't closed at the time.

their turn of phrase was..

"sheer volume of warranty work..."


speaks 'volumes'

[spcdust]

why accept that?

It is illegal to charge you for the return of faulty goods. Its on the statute, its law.

minimal inconvenience, no extra cost.

black and white.


the t&c's can't overide the law of the land. They cannot put the onus on the consumer.

in my case they wouldn't accept it back in ANY WAY, whether I paid for carriage or they did.

And Applecare should NOT be a pre-REQUISITE for Apple to follow the law. As I've said before the law in this country protects products for a period up to 6 years (depending on price/use etc.)

Small claims court would find on your favour 99% of the time for a £1k computer lasting up to 3 years.

Apple get away with this because people like you let them.


You are correct and I stand corrected - online retailers do have to bear the cost of transit for warranty repairs.

[The Samurai]

OP

I feel for you. You shouldn't have been treated the way you had been, its outright stupid that they didn't sort the issue out promptly - considering your in your first year of purchase.

Its a give and take in my opinion - if you feel you'd be better off with Windows 7, then so be it. I can't comment on it as I haven't used it. All I do know is that I know when I call customer service - i'll be speaking to someone who can understand my needs/wants and won't be transferred to a foreign country and going through the robotic procedures.

Wish you all the best ;)

[archipellago]

OP

I feel for you. You shouldn't have been treated the way you had been, its outright stupid that they didn't sort the issue out promptly - considering your in your first year of purchase.

Its a give and take in my opinion - if you feel you'd be better off with Windows 7, then so be it. I can't comment on it as I haven't used it. All I do know is that I know when I call customer service - i'll be speaking to someone who can understand my needs/wants and won't be transferred to a foreign country and going through the robotic procedures.

Wish you all the best ;)


Well funnily enough I spoke Americans when I rang support. The first one was as unintelligible as the Indians. The 2nd guy was fine though.

Support wise, the only line I've ever had to ring was Apple's. I take the general point about foreign call centres, but if the product "just works" then it doesn't really matter.

btw you should check out Win 7, if only to dual boot with OS X. I'm sure you'll be surprised and amazed at the improvements.

thanks for the post :cool:

[jdaco6]

Thank you very much for this, i even had applecare and they refused to pick up! I will follow this up.

Thanks

[davidjearly]

If you are in the UK then they aren't allowed to do that, providing it's in warranty.

They have to offer a repair as an absolute minimum at minimal inconvenience and cost to you.

They should compensate you for your time and fuel.

The normal Apple support line wouldn't do it (pick it up) it was only when I got to complaints that I got offered that..... which when I said OK.....didn't happen anyway!

I've raised a case with trading standards to get clarification on procedure.

Ok, you're trolling now and talking absolute garbage at the same time.

In the UK, a manufacturer does not even have to offer a guarantee with the product. Neither do they have to offer a repair at 'minimal inconvenience' to the customer.

Uplift of faulty hardware is a feature of Applecare. It is NOT included in the standard Apple warranty. Now, I do think Apple should offer an improved basic warranty with their products, but they don't have to.

They certainly do not have to compensate the customer in any way. To be quite honest, from the tone of your posts I think you got exactly what you deserved.

[davidjearly]

Well funnily enough I spoke Americans when I rang support. The first one was as unintelligible as the Indians. The 2nd guy was fine though.

Oh great, I wish I'd seen that you are a racist before I posted at all.

[BelowTheBelt]

They certainly do not have to compensate the customer in any way. To be quite honest, from the tone of your posts I think you got exactly what you deserved.

As you sow, so shall you reap

I believe your right, you get what you give ;-)

[jvalente]

I'm on the OP's side

I haven't got a mac yet, but do have an iPhone and iPod. Because of the way apple advertise their customer service and quality of product, I'll definitely be annoyed if I'm not completely satisfied at all times, especially when something goes wrong. My experience with the apple store in Sydney aus has been mostly good, they replaced my faulty iPhone charger with very little hassle. What have other Australians experienced in regards to apple service?

[archipellago]

Ok, you're trolling now and talking absolute garbage at the same time.

In the UK, a manufacturer does not even have to offer a guarantee with the product. Neither do they have to offer a repair at 'minimal inconvenience' to the customer.

Uplift of faulty hardware is a feature of Applecare. It is NOT included in the standard Apple warranty. Now, I do think Apple should offer an improved basic warranty with their products, but they don't have to.

They certainly do not have to compensate the customer in any way. To be quite honest, from the tone of your posts I think you got exactly what you deserved.

I was not talking about the manufacturer I was talking about the retailer, it just so happens in this case that Apple are actually both.

If you care to research the sale of goods act then I would hope you would see the errors in your posting and apologise. The wording of the act is VERY clear.

No they don't have to offer an uplift of the faulty hardware, but seeing as it was bought online via Apple UK then it would seem sensible, reasonable even to use the same method of return as delivery. If Apple want me to take my time and my cost to return a faulty product to them then they should at the very least cover actual costs. (fuel, parking etc.) Remember the law is clear "..no cost, minimal inconvenience.."

I think an Ipod nano, which has shipped today is a reasonable compensation, costs Apple not a lot but I get a very saleable item to cover my costs.

I asked them for nothing in the end, this is something they volunteered AFTER I told them I had sold all the goods, so I presume they disagree with you.

If you have any questions about process/procedure or SOG act as it applies to consumers then ask away, you seem to not understand it too well.

[archipellago]

As you sow, so shall you reap

I believe your right, you get what you give ;-)



I got a nano.

what your point?

[archipellago]

Oh great, I wish I'd seen that you are a racist before I posted at all.

eh..?:confused:

where did I mention race or skin colour?

It was a factual remark, I struggle to understand Geordies and the Welsh too, of course they didn't answer the phone..;)

[BelowTheBelt]

I got a nano.

what your point?

My point is, from all of the rambling here you have done, it's turned from constructive conversation with information for people, to speaking about Indians being unintelligible.

I am now very sure in my own opinion any conversations you had with Apple turned out no different in the way of complete disrespect.

eh..?:confused:

where did I mention race or skin colour?)

Looks like you did here,

Well funnily enough I spoke Americans when I rang support. The first one was as unintelligible as the Indians. The 2nd guy was fine though.

[Gavin S.]

Maybe the guy chose his words poorly, but I doubt there is a soul on this board who hasn't experienced and complained about not being able to understand the outsourced csr-tech support person they reached when they needed help. Give it a rest already.

[archipellago]

Maybe the guy chose his words poorly, but I doubt there is a soul on this board who hasn't experienced and complained about not being able to understand the outsourced csr-tech support person they reached when they needed help. Give it a rest already.


thanks... true

If I had reached a Newcastle UK call centre I would have made similar remarks about them....

[archipellago]

My point is, from all of the rambling here you have done, it's turned from constructive conversation with information for people, to speaking about Indians being unintelligible.

I am now very sure in my own opinion any conversations you had with Apple turned out no different in the way of complete disrespect.



Looks like you did here,


When I speak to Indian based support centres, or rather the people in them by telephone i find them universally hard to understand, hence unintelligble.

Thats a fact based on many experiences, but it's only what I find to be true for me. Others may vary and thats for them to decide. Maybe the choice of phrase was poor but the intent was 'incoherence' nothing else.

why, I as a UK customer can't speak to someone in my own country about things like this is beyond me. If I knew where the support was based for different products/services then it would influence my buying decisions.

In the UK many companies advertise 'UK call centres only' as a selling point.


My conversations with Apple were as I have stated before firm but polite. Apple's UK policies and general support is poor in my opinion, and they are not afraid of breaking the law. They have only recently lifted the re-stocking charge on returned items sold 'from a distance' over here.

Distance selling regulations (online, mail order) allow a cooling off period for you to change your mind and get a full refund. Apple flaunted this for years before being forced to amend their policy and issue lots of refunds.