Sidebar Sidebar
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.

Apple Australia is shipping my custom Powerbook

locopano said:
Hey ASWITCHER have you recieved your PB yet? Anyone else received the 17" Models????
Click to expand...

NO. :mad:

10 working days since DOAed. Saturday 15 May when got Apple return approved...

Went to reseller today in person after phone calls ellicited little. Reseller advises that NO IDEA when replacement coming in. Could be anytime. Acknowledged that has been with Apple since 17 May. Advised Apple Care will no start until I get me new machine :rolleyes: . Will ring me tomorrow and try and give me a better idea whats going on... at least they were symperthetic :(

Rang Apple just before 5pm today, Friday. Apple advises that 17" standard config is in constraint. She said Apple had NO IDEA when standard models will next arrive. :eek: Advised DOAs replacements get priority. :rolleyes: Said that should never have been told that it would be 7-8 days to replace DOA - both Reseller and Apple told me directly on that Monday 17 that that was what I could expect. :mad: Could not help me any further unless I had a reference number...which of course I dont as my reseller is handling this. :mad:

When I asked Apple Australia have no policy apparently about a when an excessive waiting time has occured - or at least none she knew or was willing to tell me. I said, what if I am in the same situation this time next week, she said nothing useful. Clearly its my bad luck - Apple have my money :mad:

So if it's not apparent, I am now moving from sad and accepting that these things happen, to mad and looking at what my rights are.

Anyone got any ideas or war stories about how to get some results?

At the moment I plan to do a little research on the ACCC and NSW DoFT websites. I am also thinking of writing to all the Australian mac journos because they have been pretty good at getting issues into the public arena this year like excessive costs. I am also thinking of writing to Apple USA if nothing on the Apple website explains their policy and obligations.

Hopefully monday will see some HARD promises and my machine next week. If not then I will be devoting my frustration into trying to make something happen.

Its been more than a month since I put a deposit down for this machine.

They have had all my money for over 2 weeks.

This is not good customer service.

Any advice would be appreciated.

:mad:
 
That's not a good story aswitcher :(.

Would be interesting to know where you stand on a refund given that you have paid the full amount and having nothing to show for it (at the moment). If Consumer Affairs advises you can get a refund the retailer may be able to change your mind with a RAM upgrade or similar :D.
 
aus_dave said:
That's not a good story aswitcher :(.

Would be interesting to know where you stand on a refund given that you have paid the full amount and having nothing to show for it (at the moment). If Consumer Affairs advises you can get a refund the retailer may be able to change your mind with a RAM upgrade or similar :D.
Click to expand...


Well its not my resellers fault...although they have hardly been on the ball from what I can see. They should have been onto Apple on Wednesday (I was interstate) asking why they didn't have it. If I hadn't asked last night and again today and then finally turned up in person I doubt I would have heard anything from them until it finally appeared...

I checked out Apple Australia's policy
http://store.apple.com/Catalog/Australia/Images/salespolicies.html

Nothing particularly useful there apart from butt covering and DOA info.

APPLE

14. Dead On Arrival (DOA) Product: System Failure Out of the Box

14.1 An Apple-branded hardware product is considered DOA if it shows symptoms of a hardware failure, preventing basic operability, upon its first use out of the box. If you believe that your product is DOA, please call Apple Care Technical Support at 133 MAC (133 622) within 10 calendar days of the invoice date. Apple Care Technical Support will determine whether the product is DOA and offer you the following options:

14.2. Replacement: The same product that you ordered will be shipped to you at Apple's expense. An Apple Store Sales Support representative will contact you within 24 hours of your call with the replacement product delivery details and the procedure for returning the DOA product.

14.3 Service: You may have the product repaired; however, once serviced, the product is no longer eligible for replacement.

14.4 Product must be deemed DOA by Apple Care Technical Support within 10 calendar days of the invoice date in order to receive a replacement unit.

15. DOA Terms and Conditions

15.1 This DOA policy applies only to Apple-branded hardware products currently offered at the Apple Consumer Store. As new products are offered, Apple reserves the right to determine whether or not this policy applies. This DOA policy does not apply to third-party products that do not bear the Apple brand name. You may call the manufacturer directly with any third-party product issues.

15.2 If the product is deemed DOA by Apple Care Technical Support more than 10 calendar days after the invoice date, Apple's standard product warranty will apply.

15.3 If the product is deemed by Apple Care Technical Support NOT to be DOA, Apple's standard product warranty will apply.

15.4 Shipping will be arranged at Apple's expense for all products determined by Apple Care Technical Support to be DOA.

15.5 Apple reserves the right to test returned DOA product. If the condition of the product is misrepresented by the customer, Apple may impose a $100 handling fee.
Click to expand...


So I guess I better look elsewhere...
 
Oh, and to chew up some more bandwidth whinging.

Just went to Apple Australia Store

Why the $&#* are they still saying 6-8 days still for a Build To Order if they can't deliver... :eek: :mad:

This really is maddening...and deceiving...

APPLE STORE TONIGHT 5:30PM

PBG4 17" 1.5GHz w/ Superdrive(AP) Z0AF 6-8 days Remove A$ 4,645.55 A$ 4,645.55
1GB DDR333 SDRAM - 2 SO-DIMMs 065-4970

AirPort Extreme Card X065-4974

1.5GHz PowerPC G4 w/ 128MB Graphics Memory 065-4968

80GB Ultra ATA drive @ 5400rpm 065-4965

Backlit Keyboard/Mac OS X065-4963

SuperDrive (DVD-R/CD-RW) 065-4966

Subtotal A$ 4,645.55
Shipping Charge A$ 0.00
Subtotal A$ 4,645.55
GST A$ 464.56
--------------
Order Total A$ 5,110.11
Click to expand...
 
Not good mate..

aswitcher said:
Oh, and to chew up some more bandwidth whinging.

Just went to Apple Australia Store

Why the $&#* are they still saying 6-8 days still for a Build To Order if they can't deliver... :eek: :mad:

This really is maddening...and deceiving...
Click to expand...

aswitcher,

Sorry to hear that you are still not in reciept of your new Powerbook. If I was you, when you eventually get your Apple, I would be pushing for some software or some Applecare.

just an idea....

One of Apple's main marketing fronts is to 'SWITCH' M$ windoze users to Macintosh with the greatest of ease. Obviously your 'switch' has caused you an inconvenience. I recall you saying you attended a computer oriented conference without the use of your new Mac that must have inconvenienced you. Let Apple know this. Make some noise man!!

Hopefully this will get back to their marketing department and they may give you something for your troubles. Think of it this way, if you are not happy with Apple's service you will be writing posts like ones you have been recently. If some things go your way you will be posting some positive comments about Apple and giving them the thumbs up. ;) Apple needs positive feedback as they are always asking for comments on their products and services.... Give them a negative and see what happens...

Have a go mate, it may be worth your while...


aussie_geek

:cool:
 
aussie_geek said:
aswitcher,

Sorry to hear that you are still not in reciept of your new Powerbook. If I was you, when you eventually get your Apple, I would be pushing for some software or some Applecare.

just an idea....
Click to expand...

Already have Applecare... A spare battery would be nice... Dont see it happening

One of Apple's main marketing fronts is to 'SWITCH' M$ windoze users to Macintosh with the greatest of ease. Obviously your 'switch' has caused you an inconvenience. I recall you saying you attended a computer oriented conference without the use of your new Mac that must have inconvenienced you. Let Apple know this. Make some noise man!!
Click to expand...

Yeah I just spent 4 days at the premier IT security convention, AusCERT 2004
www.auscert.org.au
where I saw several IT security specialists with new PBs...not me though... :(



Hopefully this will get back to their marketing department and they may give you something for your troubles. Think of it this way, if you are not happy with Apple's service you will be writing posts like ones you have been recently. If some things go your way you will be posting some positive comments about Apple and giving them the thumbs up. ;) Apple needs positive feedback as they are always asking for comments on their products and services.... Give them a negative and see what happens...

Have a go mate, it may be worth your while...


aussie_geek

:cool:
Click to expand...


Well, like I said, I want some straight and concrete answers Monday from Apple and my reseller.

If I get the run around or broken promises then I will be looking at all my options. Whinging directly to Apple is clearly one of those but I got little joy today. My reseller might be a little lax but its probably because they ahve given up trying to get Apple Australia to do things. Pulling in the law is pretty extreme but I'll be happy to chat to them monday afternoon to see what my options are if I am being kept in the dark. Apple Australia and my reseller have had my money for 2+ weeks now. They can't give me a straight answer when my goods will arrive. Apple dont even seem interested, falling back on the excuse that it takes sometime and the 17" channel is depleted.

Come on its an absolute no brainer that if Apple Australia wanted to they could pony up the extra shipping and get me and anyone else with DOAs a replacement within 5 days. Sure it cuts their margin but they screwed up by supplying a damaged machine. This 2 weeks plus thing is all about them coordinating shipping in bulk and only if I whinge enough will they even consider some form of compensation. Is this what happens in the US? I doubt it.

They should have a much more buyer friendly public policy that immeditately sees DOAs and those suffering from unexpected and significant delays (2 weeks plus) get significant compensation. I waited 3 weeks to get a DOA and now 2 more weeks have past for 5 weeks and counting. If this were a Dell, Sony or Toshiba the same dramas would have been resolved within less than 2 weeks.
 
i agree... the customer service you have experienced is shocking. :(Like others have said, make lots of noise. Make sure EVERYONE at apple has had to read an upset email from you. Then they might start to get the message!
 
Ozi said:
i agree... the customer service you have experienced is shocking. :(Like others have said, make lots of noise. Make sure EVERYONE at apple has had to read an upset email from you. Then they might start to get the message!
Click to expand...


But is my experience pretty normal for Australia?
 
Hey aswitcher,

I have to say that your experience is very disappointing, but not surprising. Apple Australia is slack, and most resellers are slack too, especially at trying to get anything sensible out of Apple Australia. However that is no excuse for the treatment you have received and I wouldn't put up with it lightly if I were you.

Regarding the constraint issue, there's not a lot you can do about it. They are popular and there is a queue, so you'll have to wait until yours comes up. It will get priority because it's a DOA, but it will only have made it into the queue on the day Apple received the dead unit.

But, what you can do is ask for a full refund if you are not compensated when it does arrive. More RAM, some software, a gift certificate, you name it, whatever you want. And demand it from Apple, not your reseller. Explain your situation to the reseller, be nice to them but tell them if they don't help you get what you want you'll walk out and go to another (Next Byte? lol) You are entitled to a full refund, so don't worry.

Next, threaten Apple. Threaten to talk to Tony King (Australia's CEO). Crying to Apple US won't worry them, but you can make trouble for them here. Write to Macworld Australia as suggested, they will be sympathetic. Don't write to major newspapers or other non-mac-friendly media though because that won't help anyone.

Just a few thoughts. Keep enthusiastic though mate, your machine will be great when you get it!
 
coattaker said:
Hey aswitcher,

But, what you can do is ask for a full refund if you are not compensated when it does arrive. More RAM, some software, a gift certificate, you name it, whatever you want. And demand it from Apple, not your reseller. Explain your situation to the reseller, be nice to them but tell them if they don't help you get what you want you'll walk out and go to another (Next Byte? lol) You are entitled to a full refund, so don't worry.
Click to expand...


I am going to see what Apple say Monday when I have my reference number from my reseller. I am not sure if I come out and "demand" some compensation what they will do... My reseller is in the loop and seems to be trying to facilitate things - like giving me the order number. I didn't know that I could demand a refund at this point. Under what law/policy can I do that because its a little tempting?


Next, threaten Apple. Threaten to talk to Tony King (Australia's CEO). Crying to Apple US won't worry them, but you can make trouble for them here. I will get you Tony King's contact details if you want them. Write to Macworld Australia as suggested, they will be sympathetic. Don't write to major newspapers or other non-mac-friendly media though because that won't help anyone.

Just a few thoughts. Keep enthusiastic though mate, your machine will be great when you get it!
Click to expand...


Is Tony the sort of guy who cares then?

Yeah, MacWorld are a good bet if I get screwed around this week. If no powerbook appears or its defective/damaged, then I will be looking at all avenues. Let me know why I am entitled to a full refund?
 
Switch not going well

Well the saga continues.

August 2003 - I plan to switch. I've been looking about a month and decide to get involved. I start buying Mac mags and a couple of Mac books. Panther OSX looks way cool. Stable, virus free, fast, powerful, open source. iLife looks like it rocks. Things seem to work without conflicts and hassles. A few mac using friends and the sister-in-law help me get an idea of how cool owning a mac will be. Under the hood brings back days of green phosphorous screens when I did my computing science degree. Ok, switch is on.

Months past. I look into iMacs, iBooks and PBs. I even contemplate a G5. More time passes as I figure out what I can afford and what my needs really are. No, I dont really need a G5 I suppose :rolleyes: Part of my work is looking at future tech developments and I know that portable and handheld computing devices are the future. Plus it would get me away from my 2nd bedroom office. Ok its going to be a portable.

I buy more Mac books and magazines (Aus, USA and UK). Collection is building. I am a regular on MacRumors now. I visit a dozen or so Mac sights every day. I have sussed out all the local resellers for where I might get the best deal and service.

Paris Expo has already passed and now MacWorld 2004 in January arrives. Damn, no new PBs. No G5PB. Mmm. Ok. I can wait. No rush. My old Dell still soldiers on now in its fifth year.

20 April - New PBs released. Get quote and arrange finance! Nextbyte have best offer but my local reseller is convenient and not too much more. They make noises about chucking a few freebies in...

24 April - Deposit down on new PB17 - let the switch begin

WAITING 3 weeks Why does it take Apple 3 weeks to get a BTO/CTO from Singapore to Australia when the US and Europe seem to be less than 2 weeks.

13 May - PB arrived finally. :D Complete payment to reseller totalling $5.6k for PB package + iPod and accessories. $7k all up. But its all figured out so I am off home ;)

So digi cam out I go geek max and photograph the opening of all the boxes.

In hushed suspense I turn it on. Screen flickers, goes blank. Follow instructions in manual. Insert disc 1 and boot up. Screen flickers, goes blank and then ends up with a whole bunch of coloured lines streaking across the screen. Ring Apple. Explain whats happened.

PB17 Turns out to be DOA.

Return to reseller. Get it working at one stage but then multi-colour screen of death appears again. Its definetly DOA. I leave it with them.

That was mid May.

Wife's 20gig iPod lies untouched gathering dust. That was promised at Christmas 2003 - she got an iPod manual in anticipation of the real gift.

WAITING - June comes. 1st day of winter. No answers on my PB :mad:

1 June - Tuesday - Heads up from reseller. My machine will arriving Wednesday or Thursday.

2 June - Wednesday - I arrange to have Friday off work in expectation that I will be switching all day.

3 June - Thursday/Tonight. Now I am told it's been delayed again. :eek: :(

Apple "should" have it tomorrow but because of the way their systems "work" :rolleyes: it won't be with my reseller until next week...7 June at earliest.

I still have no absolute confirmation its actually in Australia...it should be is the best. Reseller promsies to tell me tomorrow if Apple can confirm its arrived.

At least I am told I am at the absolute top of the list (with another DOA customer) for my machine.

Switch not going well...


17" PowerBook G4 1.5GHz - 128 VRAM - 80 GIG 5400 RPM HDD - 1 GIG RAM
 
I feel for you man.. i bet u will get a further kick in the ass shortly... imagine adding this to your list, September 2004 (or whatever) Apple releases Powerbook G5, and the G5 17" model costs $3799 or whatever..Your (our) powerbooks drop in price.. the way apple is going this will be your scenario...

Imagine being one of the poor bastards that got a 1.33 17" PB when it was $5499!!! seing as they are $3999 now.

I dont want to think what will happen when the G5's come out. We will probably be the suckers then..... Imagine a G5 17" with 1GIG single stick , 7200RPM HDD standard and 8x DVD-R standard for $3999 (thats probably what will happen the way prices have been going lately..

AHHHH i have scared myself.........
 
locopano said:
I feel for you man.. i bet u will get a further kick in the ass shortly... imagine adding this to your list, September 2004 (or whatever) Apple releases Powerbook G5, and the G5 17" model costs $3799 or whatever..Your (our) powerbooks drop in price.. the way apple is going this will be your scenario...
Click to expand...

Yep, the way things are going I expect to finally get my PB and have it less than a month before Apple announce the PBG5 at wwdc... :(
 
That is so annoying aswitcher. It doesnt make sense, I know there are a small percentage of people who get DOAs but youd think after two tries it would be OK, not to mention, this is a revision C model which should have all the kinks sorted out. Thats part of the reason I switched and Im glad I did. If its any consolation hang in there mate, once you get the machine going you'll be amazed by it...like yourself I did alot of research and umming and ahhing about purchasing the PB17. This is a long term investment in time as much as anything. I know new models might come out later this year (not WWDC) but as with all new models there may be a few issues, so three years down the line I'll be ready for a Revision C PB17 G5 or maybe G6.

Try to think of it in those terms, the most important that; youll be 2 years ahead of whatever Longhorn might be, have alot of fun like I am now, getting knocked over how easy things are to do and setup (so far :rolleyes: ), and generally leaving the sheep behind...now thats priceless.

BTW I am still waiting for software to be ordered in by my reseller. Its their skimpiness on holding stock and parts that is part of the problem...

Sorry for the long post...
 
aswitcher said:
Yep, the way things are going I expect to finally get my PB and have it less than a month before Apple announce the PBG5 at wwdc... :(
Click to expand...

I (and thousands of others) WISH!
But from all the threads / posts / sites I've visited since I started contemplating switching... might suggest otherwise though.

What does WWDC actually stand for? I've been seeing it everywhere - and had a few guesses as to what it stands for... but can someone tell this (still yet to switch) newbie?
 
DJY said:
What does WWDC actually stand for? I've been seeing it everywhere - and had a few guesses as to what it stands for... but can someone tell this (still yet to switch) newbie?
Click to expand...


World Wide Developers Conference
 
Thanks mate
Thought it was - but didnt want to look the fool!
Should have put my guess in!
Shame to hear about your switching story mate - I have been watching and reading with interest!

I almost ordered a 17" a few weeks back - but due to work / money - didn't...
still thinking - would love one... now tempted to wait until WWDC... with the 0.05% hope of something... but with the recent updates, the G5 cooling / number of fans atm / etc etc... sigh
 
Friday Update...

Yesterday I was told to contact my reseller again today to get an update confirming or not whether my PB replacement had actually made it into the country - today being working day 15 - and the Apple Australia site still saying 6-8 days for my configuration...

Anyway since three people at my reseller this week had pretty much assured me my machine would be here I had arranged to have today off. So I dropped in at midday to see what Apple was saying. My contact was busy so I came back half an hour later. Still busy, so I left a message and my mobile number (which they have on file anyway).

That was at 12:45pm. Its now 5pm.

Not a good customer service day. :(

I can't be bothered hassling them anymore. Its not getting me anywhere. I dont like being a pain.

Guess I'll wait to see if anyone calls me when my machine finally arrives.

At this rate I am pretty sure I will be writing to Apple Australia letting them know the history and my disappointment. The way I feel I might make it an open letter and include MacWorld Australia as well.

I was going to organise my parents to switch to a mac after I had...G5iMac was what I had in mind. Cost is an issue which I felt I could talk them around on, but now I wonder if customer service is also going to push me to telling them to get another Dell. If anything ever goes wrong with their machine at least a Dell 3 year next day business warranty will save them the vagueness and poor level of customer service I have been subject too by Apple.
 
Write to MacWorld Australia

aswitcher said:
Friday Update...
At this rate I am pretty sure I will be writing to Apple Australia letting them know the history and my disappointment. The way I feel I might make it an open letter and include MacWorld Australia as well.
Click to expand...

aswitcher,

I would definately be writing MacWorld Australia. Matthew JC Powell will definately interested in your recent experiences with your Apple 'switch' experience.

aussie_geek
 
Well in preparation to writing to Apple Australia, I googled up this on Tony King, MD Apple Australia.

http://auc.uow.edu.au/conf/conf03/photos/photos-Pages/Image1.html

Hey he used to work for Dell - maybe he will care about customer service...

http://www.smh.com.au/articles/2003/07/14/1058034925299.html?from=storyrhs
By Stan Beer
July 15, 2003
Next

King of Apple

Apple announced the appointment of Tony King as new Australian managing director at the launch of its Power Mac G5 last week.

Taking over the reins yesterday, King's appointment comes after Ben Bowley's March departure.

Despite initial speculation an executive from Cupertino, California may take on the role, King was recruited from IBM, where he ran the company's Asia Pacific PC division. Previously he worked for Dell Australia as chief financial officer and general manager for its small business, government and education division.
 
Monday, 7 June 2004.
44 days since first ordered PB
Working day 16 since replacement for DOA ordered.

Went in today to pick up my long overdue PB. Not there :(

Reseller rang Apple Computer Australia....

PB still being seperated from order (that arrived Thursday and should have been with Apple Friday).

Bottom line, PB tomorrow...well at least thats the latest story...

Not regretting one bit writing to Tony King MD Apple Australia on Sunday. He needs to know how crap his organisations service is being.

:mad:
 
aswitcher said:
Bottom line, PB tomorrow...well at least thats the latest story...
Click to expand...

My fingers are crossed for you mate!
Can't wait to hear your verdict a couple of weeks after you finally get it - to hear if switching was worthwhile (despite terrible customer service and your DOA).
 
hope it arrives tomorrow

aswitcher said:
Monday, 7 June 2004.
44 days since first ordered PB
Working day 16 since replacement for DOA order

Bottom line, PB tomorrow...well at least thats the latest story...

:mad:
Click to expand...

aswitcher,

Hope the 17 incher is comming your way tomorrow. It has been one hell of a wait for your Mac.

Don't worry though, it is well worth it... ;)

aussie_geek
 
You must log in or register to reply here.
Register on MacRumors! This sidebar will go away, and you'll see fewer ads.
Top Bottom
Back