An Incredible Apple Support Story

Discussion in 'MacBook Pro' started by uiop., Apr 27, 2009.

  1. uiop. macrumors 68020

    uiop.

    Joined:
    Jul 22, 2008
    Location:
    Grand Rapids, MI
    #1
    I am absolutely floored with joy and awe right now. As some of you may know, my Unibody MacBook Pro has been in for service multiple times for ethernet issues, a loose battery cover, etc. It may help to browse through my other thread http://forums.macrumors.com/showthread.php?t=689373. Basically, I recieved piss poor customer service through the whole ordeal, was lied to as to where my Mac was, and many other problems along the way.

    After nearly giving up on contacting Apple and being heard, I posted a thread on Apple's Support Discussions website. Here's a link to my post- http://discussions.apple.com/thread.jspa?threadID=1984979&tstart=0. It's essentially the same thing I said on here. I received very little feedback on there and pretty much accepted the fact that nothing was going to be done.

    Today, 3:34PM, the phone rings with a number I don't recognize. I almost didn't answer but I figured hey, what the hack, I'm just sitting here doing nothing. I hesitantly picked up.

    "Hello?"
    "May I please speak with Craig H____."
    "Speaking..."
    "Hi Craig. This is Brett. I work for Apple and am a moderator for our online support forums. I recently read your post about the service and issues you've had with your MacBook Pro. Do you have a minute to talk?"

    At this point I'm already in enough shock that someone from Apple is calling me because they read about a post I made on their forum. He asked me to explain the whole situation, and I did. He said Apple was very sorry about the whole situation and that the complaint I had previously filed with another AppleCare employee had reached a person of "very high level" at Apple.

    We continued to talk about the situation and how the service was. Just as the conversation started dieing down, he said on behalf of Apple, they'd like to offer a gift to make sure I remained a loyal customer and was happy. One free year of MobileMe is being overnighted to me. In addition, he gave me his email and phone number if I ever need further assistance with Apple.

    Amazing. He said that although all content is moderated on their support forum, only pretty big issues can receive a phone call. This kind of support isn't found with other companies like Dell or HP. Thank you, Apple.
     
  2. MacLadybug macrumors 6502a

    MacLadybug

    Joined:
    Jun 6, 2008
    #2
    I love hearing this stuff...

    Wonderful! It's good to know that someone is listening. Best they know how we all appreciate that kind of service. I never read all your Unibody Woes... did everything finally get sorted out? Is your computer working perfectly now?
     
  3. apersianboyCOM macrumors 6502

    Joined:
    Dec 28, 2008
    Location:
    London, UK
  4. brosmooth macrumors member

    brosmooth

    Joined:
    Mar 29, 2009
    #4
    very cool story, i was quite pleased when i had to contact apple service too, though it looks like it took a while longer to get a good apple rep
     
  5. rdowns macrumors Penryn

    rdowns

    Joined:
    Jul 11, 2003
    #5
    Nice.

    Only an Apple fan boy could be happy with a free year of something they will bleed you for $100 a year thereafter. :D
     
  6. kolax macrumors G3

    kolax

    Joined:
    Mar 20, 2007
    #6
    Haha, exactly my thoughts!
     
  7. lozanoj83 macrumors 6502a

    lozanoj83

    Joined:
    Mar 5, 2006
    Location:
    Southern California
    #7
    Nice to hear...
    I got a free nano and incase backpack because of all my issues, so Apple will take care of you, as long as you say something.
    Btw, whats going to happen to your MBP?
     
  8. gan6660 macrumors 65816

    gan6660

    Joined:
    Aug 18, 2008
    #8
    I have always had good things with apple. THey replaced like 7 ipod nanos for me that were 4 years out of warrenty 2 of those were for the battery overheating issue and the others were mistakes i had made with them (thats why i had so many). I even contacted them about an ibook i purchased off of eBay that had the moitor issue were if you pushed it to far back you couldnt see anything. They told me that if i could within 5 years they could have fixed it for me but since it was 6 years old there was nothing the could do. They did see the amount of iPods I have purchased over the years and the imac that I recently bought and said for being such a valued customer they would offer me $150 off a new mac and a free 1gb ipod shuffle. I had the pass on the $150 but received the shuffle in which i recently sold on ebay to buy the 3rd gen shuffle.
    Note: I called toshiba about my laptop that was 13.5 months old and they told be they could do nothing and hung up.
     
  9. uiop. thread starter macrumors 68020

    uiop.

    Joined:
    Jul 22, 2008
    Location:
    Grand Rapids, MI
    #9
    Very good to know someone is listening. He said that ALL complaints filed over the phone are indeed read. Some just happen to get forwarded on.
    Well as far as getting sorted out, this is pretty much the extent of it. I have my MBP and its working. I'm still having a little trouble with the ethernet but I'm pretty sure it's my network at this point.
    ;)

    Ha. I started realizing that after I got off the phone. Oh well, one year free sounds good to me. I had been wanting to get it anyway. But fanboy, I'm not. I use my Vista machine religiously as well. :eek:

    Nice.
    Nothing is going to happen to my MBP right now. I would've loved my "gift" to be AppleCare for the computer as I'm pretty sure I'll use it at some point down the road, but hey, I'm more than happy with what happened today. I still can't believe it.
     
  10. uiop. thread starter macrumors 68020

    uiop.

    Joined:
    Jul 22, 2008
    Location:
    Grand Rapids, MI
    #10
    Geez. Sounds like Apple likes you. ;)
     
  11. uiop. thread starter macrumors 68020

    uiop.

    Joined:
    Jul 22, 2008
    Location:
    Grand Rapids, MI
    #11
    Well less than 12 hours after shipping, and 18 hours after receiving the phone call from Apple, the MobileMe arrived this afternoon. :D

    I uploaded a pic from my iPhone straight to MobileMe...first pic on there.
    Here it is, in it's full-size.
    [​IMG]

    I am one happy Apple customer.
     
  12. kolax macrumors G3

    kolax

    Joined:
    Mar 20, 2007
  13. MBAir macrumors member

    Joined:
    May 12, 2008
    #13
    Liar, the package says Tuesday 9 and today is 29th!!!!


    j/k mate! Amazing customer services! :)
     

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