OK, so here is the story...
I ordered a new MBP and it arrived with the following issues:
- Vibrating HD (excessive vibration)
- Squeaking "i" key
- Faulty battery cover (minor)
I called Apple Care and they advised that I take the MBP to the only reseller in the area. The first representative said that I was responsible for labour costs because the machine was purchased online through Apple, and not through the local reseller (even though the machine was covered under warranty). After attempting to call the reseller, I discovered that their hours were 9-4, M-F, and they were located at the opposite side of town where no buses are schedule to go. So, I called Apple again, and requested a second reseller/repair center.
The second representative informed me that labour costs were covered under warranty, and that Futureshop would repair the machine on-site. I then called Futureshop only to find out that they do not repair Apple computers on-site, and that it would take approx. 2 weeks to send the computer out for repair. There are no other resellers/repair centers in the area.
Now, I had plans to briefly stop by Toronto for the weekend, so I figured I could get the machine repaired at one of the Apple retail stores. I called the store, explained the situation, and then the "Apple Genius" informed me that they would not repair the computer and that a direct replacement was in order. So, I called Apple Care (again) and spoke to a product specialist.
The product specialist granted a direct replacement, and said that once I received the new machine, I could then ship out the old one. He transferred me to a sales representative who informed me that the only way to receive an exchange was to:
1) Send the current machine in and wait for a replacement, or
2) Pay for a new machine, and then receive a credit when the old one is received.
Essentially, it was a choice between waiting 2 weeks for a new machine, or paying for both machines and waiting 2 weeks for a refund on the old one. Neither option was acceptable because (1) I have a credit limit, and (2) I'm in the middle of writing a thesis. The only person who apologized for the situation was the product specialist - every other representative was either indifferent, incompetent, or both. Keep in mind that while playing "phone tag" with everyone, I was put on hold for the majority of the time, transferred to the wrong person three times, and my call was disconnected twice (with no call back).
So, after suffering through this horrible customer support, I've decided to return the MBP and buy a much cheaper machine in a "big-box" store. I have absolutely no idea why people rave about Apple Support, and this is quite possibly the worst experience I've ever had with any company, period!
I have submitted a formal complaint and, somewhat surprisingly, no compensation was offered. Is this usual protocol, or is it unique to Canada? I can't believe Apple can charge the amount they do with this kind of customer "support"...
I ordered a new MBP and it arrived with the following issues:
- Vibrating HD (excessive vibration)
- Squeaking "i" key
- Faulty battery cover (minor)
I called Apple Care and they advised that I take the MBP to the only reseller in the area. The first representative said that I was responsible for labour costs because the machine was purchased online through Apple, and not through the local reseller (even though the machine was covered under warranty). After attempting to call the reseller, I discovered that their hours were 9-4, M-F, and they were located at the opposite side of town where no buses are schedule to go. So, I called Apple again, and requested a second reseller/repair center.
The second representative informed me that labour costs were covered under warranty, and that Futureshop would repair the machine on-site. I then called Futureshop only to find out that they do not repair Apple computers on-site, and that it would take approx. 2 weeks to send the computer out for repair. There are no other resellers/repair centers in the area.
Now, I had plans to briefly stop by Toronto for the weekend, so I figured I could get the machine repaired at one of the Apple retail stores. I called the store, explained the situation, and then the "Apple Genius" informed me that they would not repair the computer and that a direct replacement was in order. So, I called Apple Care (again) and spoke to a product specialist.
The product specialist granted a direct replacement, and said that once I received the new machine, I could then ship out the old one. He transferred me to a sales representative who informed me that the only way to receive an exchange was to:
1) Send the current machine in and wait for a replacement, or
2) Pay for a new machine, and then receive a credit when the old one is received.
Essentially, it was a choice between waiting 2 weeks for a new machine, or paying for both machines and waiting 2 weeks for a refund on the old one. Neither option was acceptable because (1) I have a credit limit, and (2) I'm in the middle of writing a thesis. The only person who apologized for the situation was the product specialist - every other representative was either indifferent, incompetent, or both. Keep in mind that while playing "phone tag" with everyone, I was put on hold for the majority of the time, transferred to the wrong person three times, and my call was disconnected twice (with no call back).
So, after suffering through this horrible customer support, I've decided to return the MBP and buy a much cheaper machine in a "big-box" store. I have absolutely no idea why people rave about Apple Support, and this is quite possibly the worst experience I've ever had with any company, period!
I have submitted a formal complaint and, somewhat surprisingly, no compensation was offered. Is this usual protocol, or is it unique to Canada? I can't believe Apple can charge the amount they do with this kind of customer "support"...
