First off all, sorry for my language, english is not my native.
My horror experience with Apple starts in august 2006 when I order at the online Apple store my first Apple product ever, its was a Macbook.
After 2 weeks I received it, but unfortunately it had a dead pixel so Apple replaced it straight a way.
The replacement unit arrived already after one week.
In September 2006 I'm working on my Macbook when suddenly there is smoke coming out under the keyboard. WTF, is my Macbook on fire? I immediately disconnect the MagSafe connector and close the laptop. After couple of minutes I removed the battery of the unit and check to see if there is some damage, but besides the horrible smell in my room, there is no damage to see. The only thing is that my Macbook is completely dead as well as my connected iPod Nano.
Next morning I've contacted Apple Customer Support in the Netherlands and after a lot of talking and sending a letter of complain to Apple Customer Relations, Apple agreed to replace the Macbook and iPod Nano (at first they only offered a repair for my 5 weeks old machine).
Four weeks later I received my replacement, unfortunately is was DOA. Not working at all. The replacement iPod Nano had a crooked screen and was therefore also DOA.
Again contacted Apple which replaced the machine and iPod Nano again but this time for a Macbook Pro (very generous of course!). On my request configured with a glossy screen.
After 2 week I received the new Macbook Pro and iPod, the iPod Nano was good, but the Macbook Pro was configured with a non glossy screen, despite my request for that.
I contacted Apple Customer Relations again (it was November 2006 at the moment), and finally Apple agreed to replace the unit for one with a glossy screen.
After 7 weeks! (First week of January 2007!) I received finally my new Macbook Pro with a glossy screen. It was working perfect and I was very happy again.
Until couple of months later I noticed a problem with the battery, it started to swollen. With much difficulty I could receive a new battery - took me 4 weeks -.
In May this year the screen of the Macbook Pro started to malfunction. Reason I decided to write a letter to sjobs@apple.com. Couple of days later I received a phone call from "Mr. Jobs personal assistant" (Executive Relations). The agent was investigation my case (79075018) and would call me back within a week.
After a week I got a call from him back and the agent from Executive Relations replaced my Macbook Pro for a new one. After 2 weeks I received the new unit but like many other people there was an issue with the screen. The bottom 1/3 of the screen looks extreme yellowish and also the audio line out was not functioning.
The Executive Relations agent agreed that that was unacceptable and offers me a refund or the option to send out again a new Macbook Pro. I choose the option for new unit (as I love MacOS as well as iLife and iWorks) and on my request Apple would test the unit before it was send out to me. After 2 weeks I received the new unit but despite the fact 2 engineers checked the machine it had a dead pixel. Seeing my case history that was unacceptable. The executive relations agent agreed and decided to offer me again an upgrade, this time Apple offers me a 17" Macbook Pro. I didn't agree with that, as 17" is to big for me, instead we both agreed to upgrade the harddrive to a faster model. Apple really did there best to make me happy.
Also Apple agreed to send out a Apple iPod Hi-Fi speaker on my request as compensation for all the bad luck.
After 2 weeks (July 2007) I received a call from my executive relations agent telling me the new unit was arrived and would be tested the same day. The next morning I received another call from him, Apple could not send out the new unit as they discovered a problem with the closing lid. Therefore he had to order a new unit again at the factory. This time all parts of the Macbook Pro would be hand picked and build buy one of there best engineers. After that, it would be send to Cork Ireland (European head office) for another check and finally it would be send out to me in the Netherlands.
This week august 28th I received that new "handpick" unit. Unfortunately it came with a broken harddrive. At first the "Disk Utility" discovered some serious problems, and after a full reinstallation of the machine (on advise of Apple) the harddrive isn't discovered anymore. Apple simple didn't test the unit long enough, they received it on 12am, and on 2pm I already received an email that the new unit was fine.
I've talked about the issues with my Executive Agent and was astonished, surprised an above all extremely disappointed to learn that Apple would not send out a new unit. Main reason was that the case needed to be closed and he could not justify another replacement to the management.
Instead Apple would refund me (the price I had paid for the Macbook a year ago) and with the refund I could buy a new Macbook at an Apple Reseller (in the Netherlands we do not have an Apple Store, only resellers).
As compensation I would still - only when I would buy a new Macbook - receive a iPod Hi-Fi speaker.
Bad thing is that I do like MacOS, iLife and iWorks applications. It's simply the best OS ever made. I've used the apps frequently for school and as a result 90% of my documents is in the filetype of iWorks (Pages and Keynotes). Unfortunately I can not open these files with Microsoft Office. As a result I'm forced to buy back a Macbook as otherwise I could not use my documents anymore.
Why do I need to carry the consequences after I have already experienced such an amount of bad luck. Don't get me wrong, yes I do understand that this is a bad situation for both Apple as for me, however, I already was disappointed and Apple makes that even worse.
I have asked my executive relations agent who's decision it was to not replace the new unit. The reaction of the Agent "Who do you think it was", the name that needed to be fill in was Mr. Steve Jobs himself.
So bottom line, due to all the bad experience I have been upgraded to an Macbook Pro and at the end Mr. Jobs downgrade me back to a (refund) Macbook. Well Mr. Jobs, you have officially generated your most disappointed customer in the world.
Apple is apperently not able to provide me with a good Macbook Pro. And instead of trying to make they customer happy after all this back luck you decide to make the customer even more disappointed.
Thank you Apple.
Please make me happy, Digg my story:
http://digg.com/apple/Steve_Jobs_Apple_CEO_downgrades_customer_from_Macbook_Pro_to_Macbook
My horror experience with Apple starts in august 2006 when I order at the online Apple store my first Apple product ever, its was a Macbook.
After 2 weeks I received it, but unfortunately it had a dead pixel so Apple replaced it straight a way.
The replacement unit arrived already after one week.
In September 2006 I'm working on my Macbook when suddenly there is smoke coming out under the keyboard. WTF, is my Macbook on fire? I immediately disconnect the MagSafe connector and close the laptop. After couple of minutes I removed the battery of the unit and check to see if there is some damage, but besides the horrible smell in my room, there is no damage to see. The only thing is that my Macbook is completely dead as well as my connected iPod Nano.
Next morning I've contacted Apple Customer Support in the Netherlands and after a lot of talking and sending a letter of complain to Apple Customer Relations, Apple agreed to replace the Macbook and iPod Nano (at first they only offered a repair for my 5 weeks old machine).
Four weeks later I received my replacement, unfortunately is was DOA. Not working at all. The replacement iPod Nano had a crooked screen and was therefore also DOA.
Again contacted Apple which replaced the machine and iPod Nano again but this time for a Macbook Pro (very generous of course!). On my request configured with a glossy screen.
After 2 week I received the new Macbook Pro and iPod, the iPod Nano was good, but the Macbook Pro was configured with a non glossy screen, despite my request for that.
I contacted Apple Customer Relations again (it was November 2006 at the moment), and finally Apple agreed to replace the unit for one with a glossy screen.
After 7 weeks! (First week of January 2007!) I received finally my new Macbook Pro with a glossy screen. It was working perfect and I was very happy again.
Until couple of months later I noticed a problem with the battery, it started to swollen. With much difficulty I could receive a new battery - took me 4 weeks -.
In May this year the screen of the Macbook Pro started to malfunction. Reason I decided to write a letter to sjobs@apple.com. Couple of days later I received a phone call from "Mr. Jobs personal assistant" (Executive Relations). The agent was investigation my case (79075018) and would call me back within a week.
After a week I got a call from him back and the agent from Executive Relations replaced my Macbook Pro for a new one. After 2 weeks I received the new unit but like many other people there was an issue with the screen. The bottom 1/3 of the screen looks extreme yellowish and also the audio line out was not functioning.
The Executive Relations agent agreed that that was unacceptable and offers me a refund or the option to send out again a new Macbook Pro. I choose the option for new unit (as I love MacOS as well as iLife and iWorks) and on my request Apple would test the unit before it was send out to me. After 2 weeks I received the new unit but despite the fact 2 engineers checked the machine it had a dead pixel. Seeing my case history that was unacceptable. The executive relations agent agreed and decided to offer me again an upgrade, this time Apple offers me a 17" Macbook Pro. I didn't agree with that, as 17" is to big for me, instead we both agreed to upgrade the harddrive to a faster model. Apple really did there best to make me happy.
Also Apple agreed to send out a Apple iPod Hi-Fi speaker on my request as compensation for all the bad luck.
After 2 weeks (July 2007) I received a call from my executive relations agent telling me the new unit was arrived and would be tested the same day. The next morning I received another call from him, Apple could not send out the new unit as they discovered a problem with the closing lid. Therefore he had to order a new unit again at the factory. This time all parts of the Macbook Pro would be hand picked and build buy one of there best engineers. After that, it would be send to Cork Ireland (European head office) for another check and finally it would be send out to me in the Netherlands.
This week august 28th I received that new "handpick" unit. Unfortunately it came with a broken harddrive. At first the "Disk Utility" discovered some serious problems, and after a full reinstallation of the machine (on advise of Apple) the harddrive isn't discovered anymore. Apple simple didn't test the unit long enough, they received it on 12am, and on 2pm I already received an email that the new unit was fine.
I've talked about the issues with my Executive Agent and was astonished, surprised an above all extremely disappointed to learn that Apple would not send out a new unit. Main reason was that the case needed to be closed and he could not justify another replacement to the management.
Instead Apple would refund me (the price I had paid for the Macbook a year ago) and with the refund I could buy a new Macbook at an Apple Reseller (in the Netherlands we do not have an Apple Store, only resellers).
As compensation I would still - only when I would buy a new Macbook - receive a iPod Hi-Fi speaker.
Bad thing is that I do like MacOS, iLife and iWorks applications. It's simply the best OS ever made. I've used the apps frequently for school and as a result 90% of my documents is in the filetype of iWorks (Pages and Keynotes). Unfortunately I can not open these files with Microsoft Office. As a result I'm forced to buy back a Macbook as otherwise I could not use my documents anymore.
Why do I need to carry the consequences after I have already experienced such an amount of bad luck. Don't get me wrong, yes I do understand that this is a bad situation for both Apple as for me, however, I already was disappointed and Apple makes that even worse.
I have asked my executive relations agent who's decision it was to not replace the new unit. The reaction of the Agent "Who do you think it was", the name that needed to be fill in was Mr. Steve Jobs himself.
So bottom line, due to all the bad experience I have been upgraded to an Macbook Pro and at the end Mr. Jobs downgrade me back to a (refund) Macbook. Well Mr. Jobs, you have officially generated your most disappointed customer in the world.
Apple is apperently not able to provide me with a good Macbook Pro. And instead of trying to make they customer happy after all this back luck you decide to make the customer even more disappointed.
Thank you Apple.
Please make me happy, Digg my story:
http://digg.com/apple/Steve_Jobs_Apple_CEO_downgrades_customer_from_Macbook_Pro_to_Macbook
