Mate I hope you remember to take your medication. if you can show me any strong comments or anything that showed prejudice never mind my "own acts" to show me what you are on about...
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Is Apple losing it, or just a bad experience?
- Thread starter aloshka
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I put it in another thread but just summarising it here. My iMac is over two months out of 2 year guarantee and alas the screen problem wasn't as I hoped and expected a graphics card problem (that model has a known issue so if it was graphics card they'd cover it) but the screen has gone. It actually died completely in front of me and the technician. He said it would cost me 600 euro as it was out of warranty and there was no chance apple would cover it (he works for a Portuguese chain who have the apple contract here). Phoned Apple. Actually that's not true they phoned me. Now when you look up support you put your number in the website and they call you. Guaranteed in 2 mins it was 10 seconds. Portuguese girl transferred me to Ireland and friendly bloke and sympathised. Transferred me to a senior manager who said it would have to be a paid job but offered to ring worten to see if there was some bending on costs. Phoned me back 20 mins later to say he couldn't get through to worten but as good will he would offer to cover the cost of the screen.
Apples service is second to none. No other electrical company would act like that. Not just paying for an out of guarantee repair but also taking ownership of the situation and trying to phone the repair shop.
Apples service is second to none. No other electrical company would act like that. Not just paying for an out of guarantee repair but also taking ownership of the situation and trying to phone the repair shop.
That is pretty incredible. I think I already mentioned it in this thread, had to deal with them one more time, was wonderful service. I think I just was unlocking with the first 2 people.
I always note the customer service representative name ( even just the first name ), and date/time of my support calls because Apple often sends follow-up emails requesting customer feedback on the support call via an online survey. That is your opportunity to let Apple know how that particular employee did. If I don't hear the name in the introduction, I ask them politely to repeat it for me.
and my up and down luck with Apple customer service strikes again.
They are now trying to withhold $166 and change from the return of my latest iMac, pretending I paid $1845 and change instead of $2011.73 - the machine was returned in brand new condition and there's no restocking fees. I had two billing "specialists" hang up on me yesterday (#1 and #3) while #2 neglected to give me the incident / case #. I emailed Tim Cook. I hope he's like John LeGere who had his assistant immediately take care of my T-Mobile account issues. I may hate T-Mobile's lack of customer service and carrier service, but I appreciate LeGere accepting responsibility for the errors his people made.
Apple sure don't like when you correct them and point out they owe you money. The sad thing is, this is not the first time this has happened to me. They lost a potential 2-2.5k sale from me as a result of this latest bit. Not that they care...
and in the up department...
I keep having delightful service at the 5th Avenue store though...if it were possible to cart iMacs and other large machines to and from there without damage etc. I would have purchased from there instead of online.
12-23 update: And refund received. It's a shame I had to go through Mr. Cook, but emailing him with details of why a transaction failed or a product doesn't work, is a good way to go.
They are now trying to withhold $166 and change from the return of my latest iMac, pretending I paid $1845 and change instead of $2011.73 - the machine was returned in brand new condition and there's no restocking fees. I had two billing "specialists" hang up on me yesterday (#1 and #3) while #2 neglected to give me the incident / case #. I emailed Tim Cook. I hope he's like John LeGere who had his assistant immediately take care of my T-Mobile account issues. I may hate T-Mobile's lack of customer service and carrier service, but I appreciate LeGere accepting responsibility for the errors his people made.
Apple sure don't like when you correct them and point out they owe you money. The sad thing is, this is not the first time this has happened to me. They lost a potential 2-2.5k sale from me as a result of this latest bit. Not that they care...
and in the up department...
I keep having delightful service at the 5th Avenue store though...if it were possible to cart iMacs and other large machines to and from there without damage etc. I would have purchased from there instead of online.
12-23 update: And refund received. It's a shame I had to go through Mr. Cook, but emailing him with details of why a transaction failed or a product doesn't work, is a good way to go.
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I can believe it happens on rare occasions, but I've never had a bad experience with Apple support. In fact they've time and again blown me away with how fine they handle issues.
Every time I've had damage to my computer - regardless of whether it's covered by AppleCare, expired out of AppleCare, or accidental damage - it's been covered 100% and the support guys have always been great to deal with. Not cheap fixes, either.
The only time I had a nasty southern accented woman was after I bought my iPhone 4 on eBay, UPS charged me an additional delivery fee without informing me so when it was delivered, and the rep got downright condescending and sh*tty with me... but obviously that's UPS, not Apple. For a minor hidden fee they lost a customer who was doing at the time tons of shipping on eBay... Fedex for me from now on.
Every time I've had damage to my computer - regardless of whether it's covered by AppleCare, expired out of AppleCare, or accidental damage - it's been covered 100% and the support guys have always been great to deal with. Not cheap fixes, either.
The only time I had a nasty southern accented woman was after I bought my iPhone 4 on eBay, UPS charged me an additional delivery fee without informing me so when it was delivered, and the rep got downright condescending and sh*tty with me... but obviously that's UPS, not Apple. For a minor hidden fee they lost a customer who was doing at the time tons of shipping on eBay... Fedex for me from now on.
From what I read Legere is a pretty cool guy. Some friends recently upgraded all their family iPhones to T-Mobile from AT&T, and they love it. That LTE is FAST!
Of course things like that are going to happen. Apple is now a massive company, a bad experience here and there is unavoidable. I've always found the service and staff to be exceptional.
1000
I live in Atlanta and have sine 1992. I am an army brat and have lived in 5 states and three countries. I have been to and visited many more. It has been my experience that most of the people below the Mason-Dixon Line are very polite and educated people. I know we could all trade anecdotal evidence to the contrary but Atlanta is not known as the Capitol of the south due to the people being uneducated. In fact many people from up north are fleeing their respective states and moving to the south to find jobs and lower taxes. I moved here from Rhode Island which is a great state and love Georgia and it's people. The Apple Store at Lennox Mall, and at Northpoint, and Cumberland Mall all seem quite intelligent and very helpful. I think it may have simply been a case of one bad apple (no pun intended.) Like I said my experience is anecdotal but there seems to be a plethora of smart people in the south.
Just bad luck. As with any store or support paradigm, there are people whose personalities are more ideally suited -- and even then a person can be having a bad day and misinterpret what a customer needs or wants, or dealt with so many other issues that she decided that your inquiry was lumped into the same unsavory category as previous callers (when it wasn't).
Psychology - it's more convoluted than tax laws.
Especially as I recently had to call a company, which also employed people from southern states, and had utterly no problems with assistance or attitude, and I'll admit I can be persnickety at times. And having been in the field and trying to help others, it's not as easy as one would believe it to be. Nor is it/should it be about reading off a script, or saying "We don't cover advanced issues", since problems can come from numerous avenues and pre-purchase help and post-purchase support are going to do a heck of a lot more to show how much a company truly gives a rat about customers to begin with. If you were paid slave wages, how polite would you remain for how long? No, it's not about "If you don't like it, leave" since most people who say that have never gotten to have to live it...
Psychology - it's more convoluted than tax laws.
Especially as I recently had to call a company, which also employed people from southern states, and had utterly no problems with assistance or attitude, and I'll admit I can be persnickety at times. And having been in the field and trying to help others, it's not as easy as one would believe it to be. Nor is it/should it be about reading off a script, or saying "We don't cover advanced issues", since problems can come from numerous avenues and pre-purchase help and post-purchase support are going to do a heck of a lot more to show how much a company truly gives a rat about customers to begin with. If you were paid slave wages, how polite would you remain for how long? No, it's not about "If you don't like it, leave" since most people who say that have never gotten to have to live it...