24" iMac Arrived... with an air bubble!

Discussion in 'iMac' started by iPhone Shuffle, Aug 28, 2007.

  1. iPhone Shuffle macrumors newbie

    Joined:
    Aug 25, 2007
    Location:
    Richmond Hill, ON
    #1
    I apologize for the rant below; I just wanted to know whether any of you have had similar experiences dealing with Apple's technical support.

    I woke up this morning to find that my iMac was about 20 kilometers away at the local FedEx facility. Needless to say, I was more than excited in anticipation of the arrival of my iMac :D. As I took the protective plastic coating off the screen, I noticed what appeared to be a big gash to the left of the iSight - about 5 centimeters across and 1 centimeter vertically (2 inches by half an inch). Upon closer inspection, I found that this defect was under the glass. To top this off, my box looked like it had been opened previously :eek: (The seal that normally covers the opening had already been cut and then covered with duct tape... the wires also seemed to be coiled haphazardly, which I've never witnessed with my previous macs)

    I immediately called Apple and, after a 10 minute wait, was transferred to a low level technician who took down this information and proceeded to transfer me to a 'product specialist'. After a 46 minute wait (the nice person on the other end actually checked in twice and apologized for the delay :)), I was transferred to the specialist who told me that, as it waas more of a sales issue, I should call Apple Care - he proceeded to leave me a 1-800 number and told me to press '3' at the menu.

    After another 14 minutes on hold, I was connected to another low level technician who was flustered as to why I was told to call Apple's 1-800 number after waiting for a product specialist. He was able to retrieve my ticket number and informed me that he was going to transfer me to sales to deal with this issue. Strangely, I was connected to the same menu that I had gone through when I dialed the 1-800 number. I navigated the menu again and was, again, put on hold for AppleCare's technical support. After 9 minutes on hold my cell phone ran out of power.

    I redialed the 1-800 number given and was, again, connected to a low level technician who asked me to verify my first name, last name, full billing address, phone number, e-mail, iMac order information and serial number before she asked me for the reason I was calling. After informing her of the defect, she asked me if I would be interested in purchasing an extended Apple Care warrenty. Strangely, she was unable to see any of my previous calls or the notes left by the individuals I had spoken to previously. She then put me on hold for ten minutes to try to "sort out the details." After, again, coming to the conclusion that I had to be transferred to a product specialist, I was put on hold for 25 minutes before my cordless ran out of power.

    I dialed the 1-800 number again - with a land line. This time, I was connected to a low level technician who was able to retrieve my previous tickets and immediately put me on hold for a product specialist. After a 30 minute wait I was transferred to another product specialist who stayed on the line while he connected me to a sales agent. She sent a request to have a label shipped out to me and informed me that this process could take up to a week. This call took 43 minutes and 52 seconds.

    The entire process took nearly three hours to sort out.

    I am slightly disappointed by the support I received from Apple today, especially given that I ordered this iMac to replace a Macbook with a failed hard drive that I purchased less than a year ago. Customers who receive defective products shouldn't have to navigate through an inscrutable IVR just to be put on hold for ten minutes for a low level technician to put you on hold for another half hour just to be transferred to a product specialist whose job it is to transfer you to a sales agent in order to send a request for a package label *breathe*.

    I've purchased 3 Apple computers and 3 iPods in the past year and a half. One of the Macs and one iPod have already died on me and I haven't called or complained once - when it comes to Apple products, I tend to be a glutton for punishment (let's face it, not many vendors come close in terms of harmonizing design and functionality). What transpired today, however, will definitely be at the forefront of my mind when it comes time to upgrade.

    I'd like to know if any of you have had a similar experience dealing with Apple's technical support, as well as how Apple stacks up with other vendors (Dell, Acer (Gateway), HP...).

    -Alex
     
  2. vicious7 macrumors 6502a

    vicious7

    Joined:
    Jul 16, 2007
    Location:
    Jacked into the net...
    #2
    Thankfully, I've not had cause to call Apple, but I have had dealings with Acer and I must admit their customer service was great. Take it for what it's worth, but I don't think you are alone in your thinking that Apples CS needs some work.

    I wish you the best and hope that things work out for you.
     
  3. teflon macrumors 6502a

    teflon

    Joined:
    May 28, 2007
    #3
    Seriously? I would call Apple Care about the failed Macbook and iPod. Since the Macbook is less than a year old, than the warranty should cover it and replace the hard drive for free. Don't take it lying down. Apple has the responsibility to replace it for you. If the iPod is also less than a year old or if you had extended warranty, call Apple and make them fix it for you.
     
  4. wakerider017 macrumors 68000

    wakerider017

    Joined:
    Sep 20, 2006
    Location:
    US of A
    #4
    This sucks and it shouldn't have taken this long....

    But much of this wait could have been avoided if your batteries did not die TWICE...

    Still not good service though...
     
  5. GimmeSlack12 macrumors 603

    GimmeSlack12

    Joined:
    Apr 29, 2005
    Location:
    San Francisco
    #5
    Umm, ever think to call FedEx on this one? How is this an Apple defect? Sounds like the package got messed up during shipping.
     
  6. iPhone Shuffle thread starter macrumors newbie

    Joined:
    Aug 25, 2007
    Location:
    Richmond Hill, ON
    #6
    Not taking into account my cell phone and cordless dying, the process still would have taken an hour and 40 minutes - the first and last call I made :(. The wait times for these "specialists" should not take over half an hour; I put my cell and cordless on speakerphone because my ears were starting to sweat, which might account for the shorter battery life.
     
  7. shakastange macrumors member

    Joined:
    Jan 24, 2007
    #7
    Fedex seems a likely culprit in this scenario. The haphazard packaging indicates that the box may have fallen and they tried to make it seem like nothing happened. They will reimburse you the cos of the item if they are at fault for damage.
     
  8. iPhone Shuffle thread starter macrumors newbie

    Joined:
    Aug 25, 2007
    Location:
    Richmond Hill, ON
    #8
    The iMac was placed inside the FedEx box used to ship the computer. As I noted in my original post, the iMac's packaging appeared to have been opened - the cords looked like they were haphazardly tossed into the box and the seal had been broken previously. This, in conjunction with the fact that my computer shipped from a warehouse in California as opposed to China (where many posters have been receiving their orders from), led me to believe that this was a defective or refurbished product. I would have called FedEx if Apple refused to replace my iMac, which I doubted :eek:.
     
  9. GimmeSlack12 macrumors 603

    GimmeSlack12

    Joined:
    Apr 29, 2005
    Location:
    San Francisco
    #9
    Not that I'm trying to defend Apple (which often times I do), but FedEx should be questioned too. I know that its enraging to have this happen, but usually requires a lot of effort to get to the bottom of these sorts of situations.

    Good luck!
     
  10. rainydays macrumors 6502a

    Joined:
    Nov 6, 2006
    #10
    My experience with the Swedish support has been very good so far. They have always been polite, helpful and quick. Can't say that about many other companies I've called.
     
  11. powerbook911 macrumors 68040

    powerbook911

    Joined:
    Mar 15, 2005
    #11
    Apple sale support is not very good cause they just want to send you to Apple Care.

    This is why, if you're getting a stock system and it's as cheap or cheaper elsewhere, I go elsewhere, where there are decent return policies and whatnot. BTO is really bad at apple cause they won't take returns for any reason.

    They really could improve in this area.
     
  12. joebells macrumors 6502

    Joined:
    Oct 24, 2005
    #12
    the fact that it shipped from california would throw me off. I had a product ship from there once(macbook during the whole random shutdown thing) and there were 3 sets of cut seals on the macbook box. I refused that and had them ship me one from overseas.
     
  13. nakile macrumors regular

    Joined:
    Jun 30, 2007
    #13
    The only time your Mac ships from China is if you have anything built to order. It's it's a standard stock model, it ships from a warehouse in California.
     
  14. iPhone Shuffle thread starter macrumors newbie

    Joined:
    Aug 25, 2007
    Location:
    Richmond Hill, ON
    #14
    I'm aware of Apple's practice of lowering costs by having FedEx ship pallets of their products (iMacs, iPods, etc...) to their warehouses via IP Direct Distribution. This does not, however, negate the fact that my package appeared to have been opened before it came into my possession.

    A quick search on the forum reveals another individual who's had a similar experience:

    As I noted earlier, the power cable seemed to have been haphazardly placed into the box (I hesitate to call it coiled) - something I noticed prior to removing the protective plastic from the monitor. I also found the crudely applied packaging tape that covered the broken seal odd and off-putting.
     
  15. Ember Whimsy macrumors newbie

    Ember Whimsy

    Joined:
    Aug 26, 2007
    Location:
    Connecticut
    #15
    When calling from Canada, I had a great experience with Apple sales or whatever number it was I called, this was a while ago...

    They messed up with the shipping option and overcharged me, so I called them up and threatened to cancel my order, it was my first Mac computer purchase so I really had no reason to be committed at the time. They apologized profusely and said if I didn't cancel they would give me $100 towards anything in the AppleStore, along with refunding me what they overcharged me.

    I took it, of course. But I find as with most companies, if you threaten to cancel or return, whatnot, they will suddenly be very nice and helpful.

    This was 4 years ago, mind you, they might have gone downhill since then...
     
  16. swordfish5736 macrumors 68000

    swordfish5736

    Joined:
    Jun 29, 2007
    Location:
    Cesspool
    #16
    the new imac's are still shipping out of china. Apple hasn't built up a stock of them just waiting to be bought
     
  17. decksnap macrumors 68040

    decksnap

    Joined:
    Apr 11, 2003
    #17
    The serial number of the machine gives away it's origin. Some machines are built in the US. If it starts with 'F', 'XB' or 'G8' it was built in a US factory. There may be others.
     
  18. iPhone Shuffle thread starter macrumors newbie

    Joined:
    Aug 25, 2007
    Location:
    Richmond Hill, ON
    #18
    I had a sneaking suspicion that this was true but I didn't have any solid evidence until I saw this post:

    Apple tends to ship out units directly from China until the demand begins to taper off, at which point large quantities are sent to their warehouses. I really hope that my unit wasn't refurbished - I honestly want to give Apple the benefit of the doubt. I would advise anyone who is receiving a unit originating from california, however, to check the wires and packaging to ensure that they are receiving a new product.

    I had half a mind to do this but I was speaking with Apple Care most of the time and not the sales department, In addition, I ordered the iMac through my university's portal so I wouldn't have had much leverage (nano and printer rebate would no longer be honoured).
     
  19. swordfish5736 macrumors 68000

    swordfish5736

    Joined:
    Jun 29, 2007
    Location:
    Cesspool
    #19

    i'd start by logging onto the apple website looking at your order and pulling up the fedex tracking on it. It will tell you where the machine was picked up. Also how long did it take for you to get your machine?
     
  20. iPhone Shuffle thread starter macrumors newbie

    Joined:
    Aug 25, 2007
    Location:
    Richmond Hill, ON
    #20
    It was delivered from Rancho Cordova and took less than 3 days to arrive
     
  21. CanadaRAM macrumors G5

    CanadaRAM

    Joined:
    Oct 11, 2004
    Location:
    On the Left Coast - Victoria BC Canada
    #21
    Basically: FedEx, China, California, it doesn't matter.
    It's not down to the customer to call FedEx, Apple is the shipper, it is Apple's responsibility. The OP was correct in calling Apple, not FedEx when the goods arrive in unsatisfactory condition.
     
  22. swordfish5736 macrumors 68000

    swordfish5736

    Joined:
    Jun 29, 2007
    Location:
    Cesspool
    #22
    what about the ship time...for example i ordered my imac last thursday and the ship date isnt until tomorrow until tuesday (30-4) so they have till the 4th to give it to fedex then it is estimated delivery by the 7th. Was yours just a buy and get it 3 days later?
     
  23. iPhone Shuffle thread starter macrumors newbie

    Joined:
    Aug 25, 2007
    Location:
    Richmond Hill, ON
    #23
    I ordered on the night of the 16th. The iMac shipped the afternoon of the 25th and arrived the morning of the 28th.

    I think the state of the received package should clear FedEx of any wrongdoing. I'm not privy to the intricacies of the shipping process but I doubt a FedEx employee would have opened the packaging box, iMac box, gone through the contents and then sealed up both boxes again. If I were a FedEx employee looking to avoid punishment I would just let the customer receive the product damaged - it would be nearly impossible to ascertain exactly where the damage occurred ;).
     
  24. swordfish5736 macrumors 68000

    swordfish5736

    Joined:
    Jun 29, 2007
    Location:
    Cesspool
    #24
    I'd call the 1800myapple number, explain your situation, and see what they say. They are sending me a free set of headphones cause the guy thought the ones for my phone were screwed up.

    Do you have a picture of the damage?
     
  25. iPhone Shuffle thread starter macrumors newbie

    Joined:
    Aug 25, 2007
    Location:
    Richmond Hill, ON
    #25
    Thanks for the tip! I'll try to get a few pictures up when I manage to locate the camera :p
     

Share This Page