Separate names with a comma.
Discussion in 'General Mac Discussion' started by MattG, Oct 17, 2003.
Does anyone have one? I need to lodge a complaint--I've had it.
call applecare and try for a supervisor no one likes angry emails
You can always vent to us...
Thanks, but I'd rather vent to Apple.
EDIT: Ok I take that back--I'll vent to you, THEN I'll vent to Apple.
October 17, 2003
Apple Customer Service:
With as much as I recommend and tout your products to others, I never thought Id be writing you a letter to complain about something.
First off, let me start by saying that the PowerBook I am writing about is the second defective personal Apple product Ive had to return in the past month. The first was a power-supply-defect-ridden G5, which several weeks later I still dont have a refund for (but thats another story). This time its my brand new 15 Aluminum PowerBook thats gone bad. It has the problem that several people on your discussion forums seem to havethe white spots on the screen. I called tech support, and they were nice enough to overnight me a box in which to ship my defective computer in. I shipped it out as soon as I could, and you received it Monday, October 13. I called the repair facility that day to ask when I could expect it back, and they told me the replacement screen was on backorder, which is understandable. I called on Tuesday, and the operator told me it was very likely the part would come in that day or the next. I called Wednesdayno updates. I called Thursday, and the operator told me the repair facility had received the parts, replaced the screen, and would more than likely ship out the computer that day so Id have it back on Friday. Friday came around, and I called again. This time, the operator told me that not only hadnt the computer shipped out yet, but that the work hadnt even been finished until that day! She also told me that there was a good possibility that my computer wouldnt ship out until Monday, why I dont know--how hard is it to stick a label on a box?
Ive got several projects that are due this coming Tuesday, which are now going to be delayed. I dont understand why I was told two completely different stories: On Thursday my PowerBook was going to ship on Thursday, and on Friday my PowerBook was set to ship on Monday?
I also dont understand why you provide a Repair Status feature on your web site when your company doesnt even utilize it. As of right now (four days after you received the computer), my repair status is still listed as No Data Available. Upon asking the last person I talked to whether or not the Repair Status would be populated with a tracking number once my computer shipped, her reply was probably not. She told me that the Repair Status function works better with certain products and not as well with others. I guess the 15 Aluminum PowerBook is one of the products that is incompatible with it?
With each phone call I was told, youre still within the 5-7 day window for repair, which is considered acceptable. Yes, that may be acceptable, but what is unacceptable is not being able to keep me up to date with whats going on, and with accurate information.
I will continue to recommend your products to my friends and family, however I sure hope for their sake that they never have to call you for a repair.
Matt Gudites (Dispatch #XXXXXXX, Case #XXXXXXXX)
XXX XXXXXXX XXXXXX
XXXXXX, XX XXXXX
(XXX)XXX-XXXX xXXX (w)
hmmm - you got a serious problem. Good letter. Just a small point (if it isnt too late) that you should change accurate to underline not bold. Bold draws your attention to it before you even begin to read the letter and underline will have, at the time of reading that sentence, the same emphasis.
BTW - I think the X's need to be changed
Well I haven't sent anything yet. I called them back again, and they gave me a tracking number. I tried tracking it, and it's coming up invalid, which means either:
a. Airborne picked it up but just hasn't entered it into their system yet.
b. It's labeled, but isn't actually going out until monday.
I hope it's the former, not the latter.
I REALLY need this thing back. Supposed to have this DVD burned for this guy on Tuesday, and I'm going to look like an ass if it's not done yet. I've had two weeks to do it!
If I get it on Monday and everything checks out, I might not send the letter. We'll see. I'm just really annoyed at them right now.
The fax number is 408-974-2786. Address your letter to Jeanne Toulousse.
You obviously expect a higher standard of service in the US. Crap like this is nothing unusual over here....sadly
When they're good they're VERY VERY GOOD, and when they're bad... ****.
I have also been disappoined lately...
I too just ordered a PB 15" and the superdrive stopped working the day after it arrived. It's now in one of those bland brown boxes heading off to be serviced. I wander how many problems Apple is having with its new hardware? Its very disappointing to have a day to get your new computer configured and then to have it stop working. I am very disappointed.
Anybody else have issues with their new apple products?