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But you probably went in (or called) and didn't have a hostile attitude. I bet you were polite and (if at an Apple Store) smiled at the rep. When you left the rep probably thought "I wish we had more customers like him." :)

I told the tech Genius that it was my wifes fault, not Apple's, and I asked if they could help me. They did to the tune of waiving the $419 out of warranty claim and gave me a brand spanking new iPad after my wife did this....
 

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I'm just amazed how many people need customer service.

I just buy products and use them, I could count on one hand the number of times I'd had to go back and complain about any electrical product in decades.

I don't know why so many people NEED Apple's customer service in the 1st place. I just go to a store, but a product, use a product and perhaps after a few years sell the product on.
 
I'm just amazed how many people need customer service.

I just buy products and use them, I could count on one hand the number of times I'd had to go back and complain about any electrical product in decades.

I don't know why so many people NEED Apple's customer service in the 1st place. I just go to a store, but a product, use a product and perhaps after a few years sell the product on.


By you being a member of this forum, Im sure you know why so many people need it.

They, and being honest, like myself, like to have *perfect* products. Now I wouldn't say I expect them to be perfect, but I know a lot of people do. It's the way Apple advertises.

Just watch the ads, go into the store and you will see not ONE iPhone with dead pixels, yellow screens....no iPads with light bleeding, ect.

When I bought my iPad 2, I wanted it to look EXACTLY like the powerpoint that Jobs gave. My iPad 2 had light bleed and the glass was loose. This was not how it looked in the video or floor models so I returned it.
 
While there may be a few problems of Quality Control, I haven't had a bad experience with Customer Service. I just came from my local Apple Store where they replaced my iPad 2 due to a faulty SIM card slot. No hassle, no blaming the user or making excuses. That, to me, is great customer service. I have had good experience with this Apple Store for years.
 
I told the tech Genius that it was my wifes fault, not Apple's, and I asked if they could help me. They did to the tune of waiving the $419 out of warranty claim and gave me a brand spanking new iPad after my wife did this....

Cool. Maybe others can learn that being hostile and demanding is NOT the way to get good customer support.

What happened? It looks like you had been spending too much time on it and she ran over it with the truck...:):):)
 
How do you feel that they are being unhelpful? While I feel for you for getting two lemons but what more do you want them to do? I understand and would be just as upset but not sure what more you are looking for.

After making me wait that long, only to receive 2 lemons, what I would expect is for Apple to fedex a replacement iPad to me, and have it in my hands, the next morning.

And for my inconvenience, I would further think they should include an apology bonus, and at least throw in a $50 iTunes gift card.

That's what I would consider reasonable, and wouldn't accept any less.
 
I have tried all 5 Apple stores in the Boston area and none of them have wifi versions in stock... :(

True true true.
I had a problem with mine. The genius called a number of stores only to be met with wifi only units. Then he looked in "the back" and they had a white 16g 3G.
You would have a better chance finding a republican in this state than an ipad2.
 
While there may be a few problems of Quality Control, I haven't had a bad experience with Customer Service. I just came from my local Apple Store where they replaced my iPad 2 due to a faulty SIM card slot. No hassle, no blaming the user or making excuses. That, to me, is great customer service. I have had good experience with this Apple Store for years.

I think the problem here has many facets to it.
First, the demand for the devices is causing lengthy waits.
Coupled with light bleeding, loose or delaminating glass, poor finishes and dead pixels cause some shortness on the consumer side.
Add in the short supply of replacement units the frustration is now shared by the consumer and apple worker. The consumer forks out a decent amount of cash and the apple employee can't deliver and close on a solution.
I have visited the natick and Braintree stores a number of times and each time I go in there there is at least 1 ipad2 in a genius' hands inspecting it for an issue.
I can empathize with the OP especially after forking out the money. Apple expects me to pay in full for my purchase. In return I should expect to have a fully operational unit free from manufacturers defects. After all I don't get money back for the downtime I incur due to manufacturers defects.

OP purchase apple care, apple will advance ship a new unit overnight, you have 30 days to return apple care
 
I bought the ipad 2 for the apple on the back, but when I opened it the apple had a bite out of it. so I took it back
 
I have had nothing but great experiences with Apple Customer service, my parents got me an iPhone 4 for Christmas, 3 weeks later it died, bad hard drive sector was what they told me. They looked at it for 5 minutes and gave me a new one.

It was that experience that cemented my decision to buy an iPad 2, after all what store do you walk into if your android or blackberry device breaks down? It is so much better at least in my opinion to be able to take these issues up with the store for the company that produce directly.
 
I have heard so many experiences about Apple replacing devices that were not really their issue, they just did it because they empathize with the user. It also promotes good "word of mouth"

I am sorry the OP has had so many issues with their purchase, I agree with the Fedex the next day, but disagree with iTunes card, I only expect what I pay for not freebee stuff, thatnis just me.
 
I have had nothing but great experiences with Apple Customer service, my parents got me an iPhone 4 for Christmas, 3 weeks later it died, bad hard drive sector was what they told me. They looked at it for 5 minutes and gave me a new one.

It was that experience that cemented my decision to buy an iPad 2, after all what store do you walk into if your android or blackberry device breaks down? It is so much better at least in my opinion to be able to take these issues up with the store for the company that produce directly.

I agree. Apple has really created a great experiene by making their Apple stores more than just a retail experience. Their stores are like an Apple Embassy where you can try, buy, service or exchange Apple products. Sony, Dell or the many Android devices oems still don't match Apple on those terms.
 
I have heard so many experiences about Apple replacing devices that were not really their issue, they just did it because they empathize with the user. It also promotes good "word of mouth"

I am sorry the OP has had so many issues with their purchase, I agree with the Fedex the next day, but disagree with iTunes card, I only expect what I pay for not freebee stuff, thatnis just me.

While I understand how you might see that as a freebie, but it's really not and I'll explain why.

If I buy a product and break it due to my own negligence, unless I purchased negligence insurance, I wouldn't expect the company to fix it for free. To me, that type of expectation is what I would consider a "freebie."

Not only would the company charge me for cost of the part, but also for the time it took for their employee to work on the repair. Their employees don't work for free, and they have to pay their employees for their time.

Well, I don't work for free either. I'm a professional and charging for my time is how I earn my living. When I have to spend my time instead correcting their error, it's literally costing me the money I could have earned instead during that time.

Apple might be feeling generous, and agree to fix a screen broken due to a customer's negligence for free, donating both the cost of the screen as well as their employee's time to fix it. After all, accidents happen. But if it happened a second time, it's only reasonable to expect a charge.

By the same token, I might agree to donate my some of my time to correct their negligence in sending me a defective product, but if it happened a 2nd time, they have no right just expecting I should just donate even more of my time to their company for free. A $50 gift certificate wouldn't even begin to compensate me for my lost time. But at least it would demonstrate their recognition that my time is valuable too.

Time is money.
 
I'm just amazed how many people need customer service.

I just buy products and use them, I could count on one hand the number of times I'd had to go back and complain about any electrical product in decades.

I don't know why so many people NEED Apple's customer service in the 1st place. I just go to a store, but a product, use a product and perhaps after a few years sell the product on.

So if you buy something defective you just live with it and move on? I'm not talking about finding a pin size defect on a case or a basic color temp shift but a real defect. I'm amazed at how many people will accept crap for the good money they work for very hard for week after week.
 
Yeah apple's customer support sucks! I mean they gave me a free $2000 upgrade on my mac pro when my old one broke, and replaced my iPad 2 when that was defective right away.

They also gave me a free logic board repair when I had clearly dropped my MBP

They obviously need to get their act together :rolleyes:
 
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Yeah apple's customer support sucks! I mean they gave me a free $2000 upgrade on my mac pro when my old one broke, and replaced my iPad 2 when that was defective right away.

Yeah, Apple's customer service also fixed the hinges on my Mac Air, a full year after the warranty expired. That sounds really generous, doesn't it? In fact, they replaced the hinges for just about anyone who brought in their first gen. Mac Airs. Wow! Aren't they amazing!

Umm, not really. The reason they replaced those hinges for free is because they were a KNOWN defect. If they hadn't, they'd have been facing class-action laws. Crunch the numbers and the free repair was probably cheaper.

Replacing a defective product isn't something I consider being generous.

So, exactly why did they give you that $2,000 upgrade and fix that logic board?
 
Cool. Maybe others can learn that being hostile and demanding is NOT the way to get good customer support.

What happened? It looks like you had been spending too much time on it and she ran over it with the truck...:):):)

She dropped in it a parking lot. There was no case on it.
 
So if you buy something defective you just live with it and move on?

I think the point is that it's very rare to actually get a defective Apple product (not that it doesn't happen), and that most of the people here screaming bloody murder because of their horrendously flawed iPads are picking extreme OCD-related nits.
 
Yeah, Apple's customer service also fixed the hinges on my Mac Air, a full year after the warranty expired. That sounds really generous, doesn't it? In fact, they replaced the hinges for just about anyone who brought in their first gen. Mac Airs. Wow! Aren't they amazing!

Umm, not really. The reason they replaced those hinges for free is because they were a KNOWN defect. If they hadn't, they'd have been facing class-action laws. Crunch the numbers and the free repair was probably cheaper.

Replacing a defective product isn't something I consider being generous.

So, exactly why did they give you that $2,000 upgrade and fix that logic board?

The logic board was completely my fault, I fried the FireWire chip with a dodgy cable (and dropped it). The mac pro got replaced (and upgraded) due to having been sent off for repairs 3 times (once for a broken SuperDrive, once for frying the logic board (it was connected to the other end of that dodgy FireWire cable that blew the MBP and a failing graphics card)

They could have replaced it with something of the same value, but upgraded me as it was a business machine.
 
Yeah apple's customer support sucks! I mean they gave me a free $2000 upgrade on my mac pro when my old one broke, and replaced my iPad 2 when that was defective right away.

They also gave me a free logic board repair when I had clearly dropped my MBP

They obviously need to get their act together :rolleyes:

yeah no kidding, they sure do!
 
What is the worst is people who get a defective product, put it back in the box, get an RMA over the phone and ship it back. which will take maybe an hour of time. And they rant about how their time is worth so much they need to be compensated.

a. you are not doing your work. and if you say you have 0 minutes a day for lunch, or a break, or dinner, or bed then you are either lying or hate your family and stay at your office 24 hours a day.

b. people that wait 8 hours a day for a cable technician to show and they don't, and then wait another day, and maybe another... they usually get a nice $30 present of free cable for a month. so - they get about 1 or $2 /hour for their time.

Saying you need a minimum of $XX to compensate you is ridiculous and just serving your ego to make you feel more important than you are.

This rant isn't against anyone in particular, just people that rant about their time being so expensive in general.

(i have heard it a thousand times in person)
 
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maclaptop said:
Thedeathbear said:
The thread should be renamed "Apple QC SUCKS."

Its sad but true. I've been a huge Apple advocate until the quality began to degenerate for no acceptable reason. Now I find it very discouraging.

Why is it, they have maintained excellent customer service & have allowed their QC slip so badly?

Why is it, that they can overlook huge scratches in the lid and palm rest of not just one but three new BTO MBP's, before sending me one that still had minor scratches?

Finally I just gave up & accepted it, rather than extending the ordeal for 4 months.

Each year for years, I ordered a new PowerBook, then MBPs. Not once in over 12 years did I ever have to return one.

I would think Apple would maintain its quality, just like it maintains its premium pricing.

They owe it to the customer and to their own reputation.

I used to regularly suggest Macs to friends. Now at risk, I no longer can.

I would say it has to do with the quantity of products being shipped now. Did Apple ever use to sell 1 million units of anything in a weekend before the iPod?
 
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