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 https://forums.macrumors.com/threads/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.
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.
