Sorry, long article. Feel like ranting since I'm pretty pissed at their lack of customer service.
I ordered a copy of Tiger on a Friday night. Then I noticed their website defaults to the last shipping address rather than the current billing. Consequently, my order was going to an apartment that I have not lived at for years. Shoddy web design, but I also did not until a minute after I hit the submit button.
I figured this is no problem. I see if I can cancel the order. Apple does not let you. So I waited till first thing Saturday morning to call customer service. I talked to a Jennifer, explained what happened, and asked that the order be changed. She said she could not do that, nor could she cancel the order. She said to call back when I had a tracking number and then they would call FedEx to change the delievery address as only the shipper could change addresses.
Got my tracking number on Sunday and talked to Molly. She said that she left a voicemail would Fedex to change the address, but she would call again on Monday (when FedEx would open) to confirm and leave me a message that the change was made.
No call from Molly on Monday and no change on the FedEx tracking page, so I called again. I talked to a guy who claimed that Apple cannot change addresses whatsoever once the package ships. To prove his point, he called FedEx on a conference call with me. The FedEx operator was more than willing to immediately change the address to the correct one. But the Apple representative refused to allow it, saying it is against their policies. At this point I asked him to let me speak to his supervisor.
I then talked to Allison who told me that it's a security problem to switch addresses. I told her to think about what is a greater security risk: changing shipping to the current billing address or an address I have not lived at for years. Five minutes of argument ensues and she finally relents. She said that as a "onetime customer courtesy" she would change it the correct address. Her attitude during this conversation was as if she was doing me the greatest favor in the world and I should be on my knees thanking her.
However, she said it would take 48 hours to make this change. I told her it would already be delievered by then. She replied that something like this does not take just a minute to do. I told her that I just heard the FedEx rep say that she was willing to change the address and yes, it does just take a minute to do. She claimed that she had to email her manager, Micheal Linnen, before she could make the change. Never heard back from her and of course FedEx has now made three delivery attempts to my old address.
Contrast this with Dell, who's service reps (albeit foreign) are bending over backwards giving me price breaks, concession coupons, freebies for any problem I have with their products (I buy mostly their monitors). With Apple, all I asked for was a simple address change and it seems I have to talk to five different people to do that.
I ordered a copy of Tiger on a Friday night. Then I noticed their website defaults to the last shipping address rather than the current billing. Consequently, my order was going to an apartment that I have not lived at for years. Shoddy web design, but I also did not until a minute after I hit the submit button.
I figured this is no problem. I see if I can cancel the order. Apple does not let you. So I waited till first thing Saturday morning to call customer service. I talked to a Jennifer, explained what happened, and asked that the order be changed. She said she could not do that, nor could she cancel the order. She said to call back when I had a tracking number and then they would call FedEx to change the delievery address as only the shipper could change addresses.
Got my tracking number on Sunday and talked to Molly. She said that she left a voicemail would Fedex to change the address, but she would call again on Monday (when FedEx would open) to confirm and leave me a message that the change was made.
No call from Molly on Monday and no change on the FedEx tracking page, so I called again. I talked to a guy who claimed that Apple cannot change addresses whatsoever once the package ships. To prove his point, he called FedEx on a conference call with me. The FedEx operator was more than willing to immediately change the address to the correct one. But the Apple representative refused to allow it, saying it is against their policies. At this point I asked him to let me speak to his supervisor.
I then talked to Allison who told me that it's a security problem to switch addresses. I told her to think about what is a greater security risk: changing shipping to the current billing address or an address I have not lived at for years. Five minutes of argument ensues and she finally relents. She said that as a "onetime customer courtesy" she would change it the correct address. Her attitude during this conversation was as if she was doing me the greatest favor in the world and I should be on my knees thanking her.
However, she said it would take 48 hours to make this change. I told her it would already be delievered by then. She replied that something like this does not take just a minute to do. I told her that I just heard the FedEx rep say that she was willing to change the address and yes, it does just take a minute to do. She claimed that she had to email her manager, Micheal Linnen, before she could make the change. Never heard back from her and of course FedEx has now made three delivery attempts to my old address.
Contrast this with Dell, who's service reps (albeit foreign) are bending over backwards giving me price breaks, concession coupons, freebies for any problem I have with their products (I buy mostly their monitors). With Apple, all I asked for was a simple address change and it seems I have to talk to five different people to do that.
