Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
An Apple fan who is hugely disappointed in the "great" Apple
- Thread starter SJ27CAL
- Start date
- Sort by reaction score
I'd call customer service if you have an issue any time in the future. I've never been to an Apple store but any time I've called they've been insanely helpful.
I'm shocked. Story is I bought a Macbook Pro 15" i7, GPU randomly goes bad after 3 weeks of owning it. I took it in to Apple retail store on June 20, 2010. They offered me a new laptop after they saw I only owned it for 3 weeks and it clearly was a GPU failure. They promised to order the new Macbook Pro on June 21, 2010 since it was a Sunday and ordering department was closed. They promised me a turn around time of 4-6 business days. I'll keep this short, it is June 28 (6 business days later), I just called in, still NO IDEA on when it will be available. I mean, ABSOLUTELY NO IDEA as to when the Macbook will be available. Apparently I was dreaming that Apple actually cares about customer service. Seriously, this is horrible. I hope this does not happen to any of you but this is beyond belief that a company which charges a premium for their design and customer service is not living up to their expectations.
I Know EXACTLY how you feel
. I send my Mac away 6 WEEKS ago for repair. 10 days ago I sent it to Apple after the finally agreed to replace it for a new unit. They told me I should have it within 3 days of sending it away (last Monday). After calling Applecare twice last week, I was told I will have it on Friday (25th June). Friday came but my Mac did not, so I called Apple again. This time they told me there is a delay with it (really, I hadn't realised ). They gave me another Customer relations/replacement representative email so that I can ask her about the status.I emailed her on Friday and still not heard anything back. I'm going to call Apple again today to see what's going on and demand a 24" Cinema Display in compensation
(jk)Apple are really taking the piss with me, but do not let them get away with it!
I really cannot belive why Apple are treating Customers like this. I hope it's nothing to do with the release of 'i' devices
The number I posted was the 800 number for AppleCare in the U.S., I don't know that it would give you any different results or not, but you did ask for suggestions. Have you been dealing with the standard AppleCare Reps or were you transferred to Customer Relations? If you're already dealing with Customer Relations then I'd say the number I posted wouldn't help any.
Dude, unless he won the thing in a raffle, I'm sure he PAID a couple thousand dollars for the defective machine; no one is GIVING him anything.
IMO, IF the item was stock (i.e. - no upgrades to HDD, memory, etc.) they should have had the replacement to him more quickly, since they would just be pulling it off the shelf and mailing; IF the original unit was a custom order, then the replacement would take the same amount of time as a new CTO unit.
I see your point. I used to build my own computers and they are not like cars. With cars, repairs will never be the same as OEM, even if they are OEM parts. With computers, they are modular, they are made to be upgraded and they work just fine and usually last forever unless a certain part just has design issues. Thats why if Apple would have changed the part, I would have been as happy as them giving me a new one on the spot.
I Know EXACTLY how you feel
I emailed her on Friday and still not heard anything back. I'm going to call Apple again today to see what's going on and demand a 24" Cinema Display in compensation
Apple are really taking the piss with me, but do not let them get away with it!
I really cannot belive why Apple are treating Customers like this. I hope it's nothing to do with the release of 'i' devices
Exactly. I'm not trying to start a thread war here, I just don't want to let Apple get away with this since I used to brag to friends about Apple being the best and how they should all switch to Mac and most of them did since I was the one always fixing their computers. I just got tired of it and I think Apple is trying to attract way too many customers and ruining the experience for the niche they had.
Your absolutely correct. They actually came out with a new laptop but I pointed out mine was configured with the 8gig of ram & 7200RPM hdd. Sounds like you know what you are talking about.
Not sure what you are talking about but I guess it is hard to describe mood on the net. I'm not super mad, more just disappointed with them. Btw, I have called numerous times in a polite manner to inquire about the status of my MacBook. Their answer was always that they had no idea when it would be done, so thats really where I am shocked because you figured someone who works there would kinda have an average based on past experiences and would be able to offer some thoughts on my current situations compared to previous ones but they literally keep telling me they don't know.
Unfortunately, with the portables, if pretty much anything goes wrong (CPU, GPU, Speakers, Ports), it's a Logic Board replacement. There is no replacing just a GPU because it's all soldered to the LB. Therefore, it's either a Logic Board or a replacement machine. It is odd that they didn't opt to replace the board, but in my opinion, the work would have been just as good as original.
I fully agree. I believe replacing parts in a laptop is not cheap so at times they would just prefer to give a new laptop, too much labor involved.
Also agree that a repair would be as good as original.
Also agree that a repair would be as good as original.
The OP definitely has a point.
Everyone on this board touts the customer service and build quality as one of the top reasons for going Mac. There's no excuse that the OP shouldn't have the new laptop in his hands or at least in transit by now.
Saying that 'it's not as bad as Dell customer service' is a copout. We should all hold Apple to a much higher standard to justify the much higher prices.
Everyone on this board touts the customer service and build quality as one of the top reasons for going Mac. There's no excuse that the OP shouldn't have the new laptop in his hands or at least in transit by now.
Saying that 'it's not as bad as Dell customer service' is a copout. We should all hold Apple to a much higher standard to justify the much higher prices.
You do know that Apple (and I believe most other computer companies) use new or refurbished parts to do repairs, so a repair, depending on the parts replaced may not be as good as new.
Since your MacBook replacement is CTO (Configure To Order) and your original was CTO, how long did it take for the original order from the time you placed it till the time you received it? I don't think that just because Apple is ordering it for you the production process in China won't move any faster, Apple may be able to expedite the shipping though.
Not a valid excuse. I just ordered a configured mbp on Fri and got the shipment e-mail on Monday.
The definition of shipment is not the same as delivery. Google it.
If apple can't even get a new laptop shipped from their manufacturer in Chinese then they've just joined the ranks of Dell type customer service.
Very productive and helpful to the OP.
Apple customers should hold the company to the standard they are accustomed to and pay for.
Those same customers who've lowered expectations/standards and make excuses for them are part of the problem.
End transmission.
Really? That's your "horror" story? It took me almost a month of complaining to get a refund Asus. It took me three weeks to get HP to give me an RMA for a laptop that came DoA. I couldn't even get Best Buy to honor their refund policy so I ended up fixing it up myself two years ago.....
Really, anything under 2 weeks shouldn't even be considered an "issue".
Really, anything under 2 weeks shouldn't even be considered an "issue".
It took me 6 weeks and 2 days for Apple to service, repair (but not fix) and finally replace my Macbook Pro (due Thursday 1st July). This is worse than Asus (in your experience)
Apple are calling me Thursday afternoon to check the unit is acceptable and discuss compensation which a Apple representative said I could get, but failed to write it in the notes
. Regardless of this, 6 weeks without a computer from any company deserves some good compensation and I expect Apple to honor this!Your kind of missing the point. Thats one of the big reasons I switched to Apple and I recommend to anyone Apple products because of their "vaunted" customer service and quality. Forget quality because **** happens, not their fault but they way they are going about it fixing the problem is.
Btw I am not sure why you are putting the words horror & issue in quotes because I have never used them...
As far as I know, I think it is Customer Relations but maybe not. The rep's email signature says he's a "Management Representative". Is he Customer Relations?
You can multi-quote via thebutton, it turns to this (
), if you have selected the post to quote.
Btw, melons exist with every computer line, especially if millions are produced.
I completely agree on the multi quote but I thought they were lemons not melons. But whatever.
If demanding better support from a company that prides itself on its supposed high levels of customer service is ridiculous... then I must be a monkey's uncle.
I've noticed phone support from Apple has slipped badly... maybe this is an issue that should be discussed in the premier online mac community where people make decisions on future purchases.
You fanboys take this "company loyalty" a little far..
Agree support has been bad. I emailed a rep ive been speaking with on monday, called tuesday to remind (got voicemail), now its thursday and have yet to hear back.
Update. Just went to apple store. The manager told me they don't know what the status is or where my laptop is. She said that she has sent some emails to apple to try and find out where it's at or a tracking number. This is 2 weeks after I dropped it off or 10 business days. Apples customer service blows.
I know a few of you fanboys will blindy argue this and while I know an experience like my will wake you up I hope you never have this happen to you.
Apple has been getting really cocky lately and I hope some companies humble it! This is coming from an ex-fanboy who preordered the iPhone, has the iPad, airport, MacBook Pro.
I know a few of you fanboys will blindy argue this and while I know an experience like my will wake you up I hope you never have this happen to you.
Apple has been getting really cocky lately and I hope some companies humble it! This is coming from an ex-fanboy who preordered the iPhone, has the iPad, airport, MacBook Pro.