Tips for dealing with Apple???

Discussion in 'Buying Tips, Advice and Discussion (archive)' started by ebook, Nov 9, 2004.

  1. ebook macrumors 6502

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    #1
    Okay, here is the deal. I ordered a 20" G5 iMac with BT the day they were released and received it the same week that most people started getting theirs around Sept. 20th or so. I set it up and had the loud fan noise problem the day I received it so I called Apple within one hour of delivery to talk with them. They ended up sending a midplane...well actually they did that twice. So, on Oct. 21st they received my iMac back in California so they could send me a brand new machine. At that point I was bummed, but dealing with it. The told me to expect my computer within two weeks. Well, I called them today and they said AT BEST it would ship on the 16th of this month and I should expect it around the 22nd or so. To me this is unacceptable business practice. I do not make very much money and had been saving to get this computer so I could have the best available for the longest possible time (thus ordering the day it came). Now I will probably get me computer (if I'm lucky) almost 3 months from order date. And, they will probably come out with a update in 6 or 7 months. I feel as though I have been screwed out of $2,000 and they really don't care. Do you have any advice on how to handle this situation?
     
  2. quagmire macrumors 603

    quagmire

    Joined:
    Apr 19, 2004
    #2
    PATIENCE!!!! It is not apple's fault. If the G5 was in plentyful supply they would have your new iMac G5 by the 2 weeks they first said. I bet you would of gotten it in the first week.
     
  3. ebook thread starter macrumors 6502

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    #3
    Yes, but I could walk into a Apple store and take one out with me, or according to the website I could have one shipped in 3-5 days. I have been patient.
     
  4. Jovian9 macrumors 68000

    Jovian9

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    #4
    I would also find this unacceptable. You have paid for your product so you should get it ASAP......before those who are ordering now. I would call Apple and ask to be transferred to Customer Relations. Type everything up that you need to say and all the facts so you can shoot through it to the rep before they have a chance to do anything. Ask to be compensated (maybe more RAM, an iPod, a gift certificate).
    I've done this 2X. I bought a refurb 17" PB 1GHz 60GB 1X Superdrive in March......shortly after the battery went out. They sent me a new one (and I had to go to FedEx to send the old one back or I would have been charged for it). Right after that the logic board went out. I had to send it in for repairs (they said I'd have it back in a week or so). After that time had passed I called and talked to Customer Relations and they sent me a 512MB stick of RAM (to match the 512 in the PB) for free.........they offered me a choice b/t a 2nd battery or a stick of RAM and I chose the RAM. After a month had passed I still did not have my PB back. I was pretty upset about spending $2500 on a PB and using it for about 2 weeks in the first 2 months or so. So I called and talked to Customer Relations again. This time they sent me a NEW (not refurbished) 17" 1.33GHz 80GB 2X Superdrive PB to replace the refurb I'd had problems with.
    The Customer Relations reps were very nice and understood my frustration. They worked with me to make me satisfied with the situation. Call them and see what they can do for you to make the repair process a little more bearable for you.
     
  5. Sun Baked macrumors G5

    Sun Baked

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    May 19, 2002
    #5
    Yes, this situation is a little different than somebody who has been waiting for a machine on order -- since you've already paid for the machine.

    And in the cases where there is a loan, they're taking your money for a machine you no longer have -- and can't stop paying.
     
  6. ebook thread starter macrumors 6502

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    #6
    Yep, I have paid for this computer (that I don't have) already. Paid the credit card bill over a month ago! And thanks Jovian9 for the advice. I will call them asap. Hopefully they can work something out. I'm also writing a letter to Apple as I'm pretty disappointed with how things have worked.
     
  7. ebook thread starter macrumors 6502

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    #7
    Okay, well after they hung-up on me once (I'm sure it was an accident...i hope). I talked with a Customer Relations person and an After Sales Specialist and this is what they told me. Your computer should ship on the 16th. That is all they could say. The could do nothing for me at all. As a life long Apple user who has stated Apple's customer realtions as one of the best reasons to buy from them this is really starting to make me mad.
     
  8. Daveman Deluxe macrumors 68000

    Daveman Deluxe

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    #8
    Keep calling. The squeaky wheel gets the grease. Next time you talk to a rep and he won't help you, ask for his manager.
     
  9. Jovian9 macrumors 68000

    Jovian9

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    #9
    Don't give up. Call back and keep reminding them of all the information and when you first purchased this computer. Demand satisfaction.
     
  10. Chip NoVaMac macrumors G3

    Chip NoVaMac

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    Dec 25, 2003
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    Northern Virginia
    #10
    I would say that the "nicer" you are, the better chances you might have getting an added benefit for your wait.
     
  11. Mechcozmo macrumors 603

    Mechcozmo

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    Jul 17, 2004
    #11
    Be nice, above all. If you are an ass about stuff then they will naturally say, "ugh.. hold for 10 more minutes for you, buddy!"

    But make sure that you tell them that you are rather annoyed at the quality of the product and how many times it requires repairs.
     
  12. caveman_uk Guest

    caveman_uk

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    #12
    Be polite, don't swear or get mad. Think assertive, not aggressive. If you don't get what you want try to get referred upwards.
     
  13. edesignuk Moderator emeritus

    edesignuk

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    London, England
    #13
    If it's not Apples fault, who's fault is it!?! :rolleyes:

    Apple produced and delieverd a dud machine, and now they're taking forever to resolve the problem.

    As others have said, don't bother with speaking to the Apple phone drones, ask for a manager, and if they're useless ask for their manager etc. The service you are receiving is not good enough, take it as far as you need to to get it sorted.

    Good luck.
     
  14. ebook thread starter macrumors 6502

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    #14
    I sent out a letter to Apple today, and I am also going to send them a few e-mails. I called a left a message with my product specialist yesterday also, I just really wish that I could get something accomplished because I do have more going on in my life than just this Apple and I am getting tired of spending thirty minutes to an hour on the phone with you every time I call.
     
  15. Patmian212 macrumors 68020

    Patmian212

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    Apr 11, 2004
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    NYC
    #15
    I think you have been extremeley patient. . . I have been wanting to make the switch for about 5 months now but unfortunatley i cant afford it yet(hopping to get a new 12" ibook by dec). All I know is if I ordered my ibook and i would have to return it because it was broken id be very frustrated. . . and if I woiuld have had to wait over 2 months to get it back I would probably go postal on apple. ;)

    Patients is a vertue but it can also harm your health! ;)

    DEMAND(SCREAM,YELL THREATEN), do whatever it takes for satisfaction, you DEFINATLEY deserve it!
     
  16. Mechcozmo macrumors 603

    Mechcozmo

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    #16
    And then watch as they hang up on you and say, "Talk like that and we WON'T help you."
     
  17. ebook thread starter macrumors 6502

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    #17
    I know how to deal with Apple!!!

    Well, while it is not a perfect solution it will work. I get home from work today to find a message on my answering machine from the tier 2 specialist that I have been working with. The bad news is that first my replacement computer was to be shipped the 9th, then the 16th, and now it is the 18th (do you think this means they are having problems?). The good news is that he told me because of my wait he is sending me a 20 gig iPod!!! Now that is some customer service. I am disappointed that it has taken this long to fix the situation, and it isn't totally fixed yet, but I am happy that they have tried to please me. I am going to call customer relations and tell them that I am very pleased with the guy that had been working with me. I'm also going to write a letter of thanks...of course I had written a letter of disappointment about 5 days ago...

    Let's just hope they aren't wrong about the ship date of the 18th. If it ships then I may get lucky and get it before Thanksgiving (crosses fingers). If it doesn't ship, well then it will be close to December and I'll have been waiting over 3 months for a computer that has already been paid for.
     
  18. Jovian9 macrumors 68000

    Jovian9

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    #18
    Glad to hear you are at least getting some decent compensation for your wait/troubles.
    Did I see in another post that you are getting some RAM for the iMac G5 as well as a 20GB iPod?
     
  19. ebook thread starter macrumors 6502

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    #19
    Yep, they sent me some RAM on October 21st (I think) because of the month of calls and what not. Then they told me that I should have my new computer in a week and a half, then they told me Nov. 9, then they told me Nov. 16, then they told me Nov. 18. I called and told them that I would at least like to have something I can use...so the iPod came, and it came today! I would love to have my computer because I purchased it to use the DVD burner, AirTunes, Garage Band, etc... but, I'm also glad that they were willing to compensate me in order to make things some what right.
     
  20. Rocksaurus macrumors 6502a

    Rocksaurus

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    California
    #20
    I'm going to be perfectly honest with you guys - I'd wait 3 months for a free iPod ANY TIME. Agh. No more complaining please.
     
  21. ebook thread starter macrumors 6502

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    #21
    Well, that's fine if you would. And I'm glad that I got it (although I probably would have gotten one for Christmas). But, I paid around $2100 for a new iMac, $130 for an AirPort Extreme Base Station, $150 for a printer, and $119 for an AirPort Exprese. Also, I sold my old iMac G3. Now, all of that money has been out of my bank account for awhile and I really can't use any of it! I work at a church (not a lot of pay) and my wife stays at home with our son. We could afford this computer, but we had been saving up for it and looking forward to using iMovie and iDVD to put together some family videos that we have shot of our son. Also, we wanted to use the AirPort Express to stream music to our living room because my wife likes to listen to music during the day. So....yes, I'm pleased with the iPod, but if I had a choice of a computer that worked from day one or waiting three months and getting an iPod I would take the computer. Just a difference of opinion between us, and if you read over the whole thread you can notice that I'm complementing Apple's Customer Service, in fact I wrote more about how I was pleased with in the Review Forum.
     
  22. absolut_mac macrumors 6502a

    absolut_mac

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    Dallas, Texas
    #22
    Great!!

    Great news - you obviously don't need any pointers from us.

    As for those who recommended shouting and yelling - that's a huge no-no in my experience. I know, I've tried that method before, usually without much success.

    The best method is always to deal with the highest supervisor/manager available and to be very polite, but firm. And for me personally, what usually does most companies in and make them see your point of view is when you use expressions like....

    "I know Apple is such a professional company, so I've always expected the best from them. Unfortunately the way this has been handled isn't up to Apple's usual professional standards etc"

    Most companies detest it when consumers flatter them first, and then accuse them of becoming unprofessional :D
     
  23. caveman_uk Guest

    caveman_uk

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    #23
    Yeah....losing it doesn't get you anywhere. Polite but firm is the way. Interestingly enough I use that 'flatter them then say how disappointed you are' approach all the time....
     
  24. wdlove macrumors P6

    wdlove

    Joined:
    Oct 20, 2002
    #24
    If you just want a stock iMac then it makes sense to purchase at your local Apple Store. Then you would be eligible for the ProCare Card. It allows for priority assistance at the store and also on repairs.
     
  25. ebook thread starter macrumors 6502

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    #25
    Just a little update

    I received my replacement iMac today and as far as the fan issues go I think I have a GOOD ONE! BUT, you are not going to believe this. My original machine came with the BT mouse and keyboard along with an AirPort Extreme Card...well, this one has none of those! Luckily it does have BT built in so I don't have to get a new computer, but I had to call Apple for 1 hour to tell them to send me a new AirPort Card and BT keyboard and mouse (which they are doing). I'll just be glad when I have everything and it is all set up and done!!!
     

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