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View Full Version : Apple Customer Service Review


ebook
Nov 12, 2004, 05:04 PM
I've had a decent experience with Apple on a pretty long problem and I just wanted to give them a good review for people to see as a thank you.

The day after the new iMacs came out I ordered a 20" with BT and AirPort Extreme card. The day I received it I called Apple to complain about the loud fan noise that I was experiencing all of the time. They told me that the problem was probably related to the Midplane Assembly and that the would send me one right away. I received it the NEXT day although it did not solve the problem. So, they sent me another one which again came quickly, but didn't solve the problem. I was starting to get pretty frustrated at this point and after a little repeated asking I was able to get them to agree to let me send my computer back right away instead of waiting 4-5 days for the engineers to come up with something. Well, they also decided to send me some extra ram at that time also. They received my returning computer after three days and told me I should have a new one in a week or less. Well, the shipping date of my computer keeps getting bumped back and I ended up telling the tier 2 specialist that I was talking with that I was a little disappointed in Apple because I was so long with out a computer and they had my money. I called and asked if it would be possible to cancel my order and get my money back because this is taking so long that I might as well just wait for the Rev. B model...or at least could they give me something I could use for all of this waiting I was having to do. Well, he called me back and told me that my shippment date was pushed back again, but that he was going to send me a 20 gig iPod for my wait. I thanked him very much and sent a letter to Apple thanking them for trying to make things right.

The only real complaint that I have now (although I would love to have my computer) is that when I tried to call Customer Relations I spoke to a fairly rude lady who gave me the run around and would do nothing for me. Eventually she tried to transfer me and either mistakenly (most likely) or purposefully hung up on me so I had to call back and try again. That was frustrating because I had already spent a TON of time on hold and I had to go through it again!

All in all, way to go Apple!!! You really do have pretty good customer service.

palusami
Nov 12, 2004, 06:15 PM
wow! a 20g ipod!?! that would silence any gripes i would have had. very generous of Apple to give you an ipod to try and compensate for the delays. i wonder if you'd get the same deal from hp or dell? i doubt it, but could be wrong. :p

ebook
Nov 12, 2004, 06:55 PM
wow! a 20g ipod!?! that would silence any gripes i would have had. very generous of Apple to give you an ipod to try and compensate for the delays. i wonder if you'd get the same deal from hp or dell? i doubt it, but could be wrong. :p

I'm not sure what kind of customer service you would receive....but I know that with Dell there is no way they would give you an iPod!!! :) Of course with HP you may have that option...

palusami
Nov 12, 2004, 07:18 PM
I'm not sure what kind of customer service you would receive....but I know that with Dell there is no way they would give you an iPod!!! :) Of course with HP you may have that option...

right, the option is there but whether HP would chose that option to reward a disgruntled customer is an entirely different matter. i wouldn't hold my breath...:D