Apple Canada Support SUCKS! And they're trying to sell Applecare? Ya right!

Discussion in 'MacBook Pro' started by Spliff, Nov 30, 2007.

  1. Spliff macrumors regular

    Joined:
    Jan 25, 2007
    Location:
    Vancouver, Canada
    #1
    Don't get me wrong, I love Apple products but their support totally sucks!!!!!! Man I haven't been this pissed with a company in a long time.

    So I decide to call Apple about the yellow screen issue. I get put on hold for 20 mins until I get someone from tech support on the line. I explain my issue (and of course they act stupid like they've never heard of this before) and they tell me to please hold while they look this up. So I get put on hold for another 10 mins. Then the unthinkable happens, my call gets dropped!

    So I call back, thinking that something "technical" happened and that I'll be reconnected back to tech support right away. I get the front-end switchboard and explain my situation, they tell me that I have to wait in the same queue as what I was dropped from. I told her you gotta be kidding me, and they said that there is no way to move you to the front of the line. I started to get frustrated on the phone (but never was a jerk towards her) and she makes a smartass comment that "you could be dropped from this call as well". So I told her I'd like to speak to someone in escalations about this.

    So I get another guy on the phone and he tells me that basically there's nothing they can do about this and so I ask if he can have the rep call me back. He tells me no there is no way for him to be able to communicate this information back to the rep to call me. I asked him "what no email, no direct phone line?" and he said no and that he would have to wait in the same line as everybody else. I then asked him what the point of our conversation is and he said that they have opened a ticket up with this on record. I told him well that's great but what am I supposed to do now? I also asked if I can speak to someone higher about this as this issue needs to be raised. He told me that I am speaking to the customer relations dept and this is as far as I can go. He then said will transfer me back to the tech support queue so here I am waiting on hold for another 36:11 minutes while we speak.

    And Apple wants to sell me Applecare? Lol you have got to be kidding me. Another 2 years worth of this crap? Unless they improve the QoS, they will never get a support penny from me ever.

    Is there any way that I can escalate this issue further? Does anyone have any experience with escalations or going further with a complaint to a large corporation such as Apple?
     
  2. Spliff thread starter macrumors regular

    Joined:
    Jan 25, 2007
    Location:
    Vancouver, Canada
  3. Spliff thread starter macrumors regular

    Joined:
    Jan 25, 2007
    Location:
    Vancouver, Canada
    #3
    Ok I hung up after being on hold for over an hour as the automated voice came on telling me I had an estimated wait time of over 15 mins. How ridiculous as nothing got resolved except a really pissed off customer who wasted over 2 hours on the phone for nothing.
     
  4. hohohong macrumors 6502

    Joined:
    Jun 1, 2007
    #4
    Haahaa,.... was there,... done that! I take my sweet time holding on my cell speakerphone! As i have unlimited call from my cell,.... i didn't really care. Sometimes, I hold for about 90 min before speaking to someone. I literally called every single weekday, spending average 90 min a day for about 2 months.

    In the end, i managed to refund my MBP and kept everything that's free with the purchase. I calculated the total of gift i got,.... USD $700 for totally free!

    Patience,.... and sweet talking will be rewarded!

    PS. You should get the rep name, extension number and give em ur number just in case your call dropped. Tell em u r in bad cell reception area.
     
  5. Spliff thread starter macrumors regular

    Joined:
    Jan 25, 2007
    Location:
    Vancouver, Canada
    #5
    Glad to hear (well not really glad) that I am not the only one. I was calling from a landline, not cellphone! So there really isn't much excuse as to what happened with regards to my experience.
     
  6. Decrepit macrumors 65816

    Decrepit

    Joined:
    Sep 6, 2007
    Location:
    Foothills to the Rocky Mountains
    #6
    I went through this the other day myself. 45 minutes on hold, no luck. Next day 30 minutes on hold, get to an agent who was in the Philippines. He completely misdiagnosed the problem, and when I explained that he was wrong, he put me on hold for a product specialist. Who didn't pick up in 30 minutes at which point I hung up.

    I had to waste several more hours of my time and a lot of gas to drive to the nearest Apple store to get the part I needed.

    They didn't stock it, so they had it shipped to the store, and finally on to me. I just got it and am testing now.

    Pain
    In
    The
    BUTT

    This is why their stock is near $200/share. They have crazy earnings, and they don't spend it on post-sale support.
     
  7. Techguy172 macrumors 68000

    Joined:
    Feb 2, 2007
    Location:
    Ontario Canada
    #7
    Unfortunately there isn't really a good support anymore They used to be better. Good luck with getting it resolved.
     
  8. iW00t macrumors 68040

    iW00t

    Joined:
    Nov 7, 2006
    Location:
    Defenders of Apple Guild
    #8
    Take your pennies elsewhere, your whinges cannot be heard above the ringing of their cash registers.
     
  9. Ilovemygeek macrumors regular

    Joined:
    Oct 25, 2007
    #9
    Apple US is about the same I logged 4 hours on hold with apple in a 24 hour period to get my MBP returned. Its frustrating, which is why i opted to go through the Apple store as much as possible. Slightly less annoying then.
     
  10. kuebby macrumors 68000

    kuebby

    Joined:
    Jan 18, 2007
    Location:
    SFV
    #10
    It really did use to be better. I remember when I had an iPod problem back in 2004 everyone I spoke to on the phone was easy to understand and the wait times were reasonable.
     
  11. Spliff thread starter macrumors regular

    Joined:
    Jan 25, 2007
    Location:
    Vancouver, Canada
    #11
    You would think that with all the Apple products that are selling nowadays, they would spend a little money on increasing their support resources. I mean to have to wait a min 20 mins just to speak to someone is riduculous from such a global company.
     
  12. brsboarder macrumors 6502a

    Joined:
    Feb 16, 2004
    #12
    we all know that apple has by far the worst support. They try to make up for it with things like the genius bar, where as dell would have mailed out a new zune that same day you had a problem. O well
     
  13. kuebby macrumors 68000

    kuebby

    Joined:
    Jan 18, 2007
    Location:
    SFV
    #13
    Oh yeah, totally. That's why they're always rated the best by Consumer Reports. (The numbers aren't available online but they're rated #1 by far, something like 20%).
     
  14. Jian001 Guest

    Joined:
    Nov 2, 2007
    #14
    Yup, did the whole waiting thing with them. The longest I did was 2 and a 1/2 hours.. but finally got through.

    I've been initiated a product replacement for my Macbook Pro and was sent an electronic UPS delivery label.

    However, I'm not sure of the whole procedure - am I to get my own box and ship it over to them? Or does Apple send me a box to put it in?

    I've been trying to contact the Apple Customer Relations guy assigned to me but he never returned any of my calls. Getting a bit worried now.

    Any thoughts about this would be appreciated.

    Thanks in advance!
     
  15. EvryDayImShufln macrumors 65816

    EvryDayImShufln

    Joined:
    Sep 18, 2006
    #15
    They do take forever, whenever I'm about to call applecare I pull out some books to study or something and put my phone on speaker. It's the only way: if you sit there waiting you'll just die
     
  16. cogsinister macrumors 6502a

    Joined:
    Aug 24, 2006
    Location:
    Fredericton NB Canada
    #16
    Iv'e never had a problem with Apple Canada.........they replaced my 3 year old 12 inch PB with this new MB....and gave me a free Ipod nano !!!

    I cant complain.......
     
  17. cxc macrumors member

    Joined:
    Nov 30, 2007
    Location:
    Cologne, Germany
    #17
    I had to call them three times (here in Germany). Call 1 and 2 were put through to a tech guy after 34 and 43 mins. They also gave me that´s a singular issue you are reporting speech. That´s definitely customary law.
    The third call went through after 3 minutes but ended in the same it´s not in the database set phrase. However, all the representatives I talked to were very nice although hamstrung by corporate policy. Apple is not alone as I have made similiar experiences with our transnationals as well. I know my rights and act accordingly. I can easily erase their entire margin on my order and then some by falling back to European consumer law. If they (Apple) choose not to be candid they will have to pay the price for it. Ultimately the educated consumer wins. There is really no need for bickering. Companies that don´t invest in support don´t get my money in the future unless they pick up.
    Dell seems to have learned the lesson. Acer, Toshiba and Netgear have not.
    Apple is somewhere in between right now.
     
  18. Billy Bob macrumors regular

    Joined:
    Nov 12, 2007
    #18
    I coudldnt' agree more Apple care canada is pitiful, I can't believe anyone is actually willing to buy it.
     
  19. Decrepit macrumors 65816

    Decrepit

    Joined:
    Sep 6, 2007
    Location:
    Foothills to the Rocky Mountains
    #19
    I only buy it to get years 2+3 covered.

    It's cheaper than replacing a system that dies 18 months after you buy it. :)
     
  20. f1 macrumors 6502

    Joined:
    Oct 11, 2007
    #20
    Applecare phone support does have long wait times, but its still better than other companies. If you live near an Apple Store just go in and speak to a Genius, repairs are generally fast there (48 to 72 hours) from my experience, sometimes less. Either way i'd rather be put on hold for 4 hours than wait 6 weeks for my computer to be repaired (effing HP and Dell)...
     
  21. Decrepit macrumors 65816

    Decrepit

    Joined:
    Sep 6, 2007
    Location:
    Foothills to the Rocky Mountains
    #21
    My Apple store will repair a computer in under 3-4 WEEKS or whenever they get to it. Per their warranty.

    HP will repair my workstation in 24 hours per their warranty.

    HP will repair my notebook in 3 days per their warranty.

    Apple really does need to pick up the ball. HP makes me wait a maximum of 5 minutes to get to somebody for my stuff. But I can do it all online so I don't have to deal with tech support. Apple doesn't offer that either.
     
  22. f1 macrumors 6502

    Joined:
    Oct 11, 2007
    #22
    This is totally opposite of what i've experienced, my local apple store quotes 48 hour turn around times but my repairs are almost always done on the same day. And there aren't too many apple stores in my area so my local one is pretty damn busy. The last time i owned an HP laptop, which was within this year, it took six weeks to repair a ONE key that fell out. Apple Store Top Case replacement, and logic board replacement done in 6 hours, and i'm not even a Pro Care member. Oh and lets not even talk about Dell, refused to take my laptop in for service, simply shipped me a motherboard and expected me to install it...
     
  23. Decrepit macrumors 65816

    Decrepit

    Joined:
    Sep 6, 2007
    Location:
    Foothills to the Rocky Mountains
    #23
    Dell made you service a notebook on your own? Without you demanding it and escalating it? Wow.

    Maybe the Apple store I went to just sucks. I'll try a different one next time and see if things improve. (Honestly, it was in Boulder. Those people are nuts.)

    I think the key here is that Apple sells at a premium and their tech support by phone is lacking. Considering how few Apple stores there really are, the phones should be their primary focus.

    HP/Dell sells as cheap as they can and is still able to hit service levels on a regular basis. Naturally, when they miss, they miss big.
     
  24. tico24 macrumors 6502

    tico24

    Joined:
    Jun 17, 2007
    Location:
    Eastleigh, UK
    #24
    I have had exactly the same experiences as you. Took apple 2 hours to perform a hard drive swap and a screen replacement.
    I got bored of waiting for Dell to fix my old laptop and just flogged it on ebay to get an Apple.
     
  25. Spliff thread starter macrumors regular

    Joined:
    Jan 25, 2007
    Location:
    Vancouver, Canada
    #25
    What I also don't like is that if the repair shop is waiting for a part to come in (e.g. new screen etc), they have to hold onto your Macbook even if it's still functioning. I wouldn't care so much if the product didn't function at all, but this is not usually the case in my situations where I had to get warranty work done on an Apple product.

    I believe they do this just in case you change your mind and decide not to get the repair done (for whatever reason) and then they are stuck with a part that is useless to them. I understand that there is a risk in ordering something and the customer not taking it, but to remedy this I would be willing to put a deposit down on covering the cost of the actual part so that I can take my computer home and use it until it is ready for repair. I tried offering this to my local authorized repair shop, and they refused and made me handover the laptop if I really wanted it to get fixed. How retarded.
     

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