Apple Support is a POS

Discussion in 'MacBook Pro' started by nope7308, Nov 4, 2008.

  1. nope7308 macrumors 65816

    nope7308

    Joined:
    Oct 6, 2008
    Location:
    Ontario, Canada
    #1
    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"...
     
  2. 840quadra Moderator

    840quadra

    Staff Member

    Joined:
    Feb 1, 2005
    Location:
    Twin Cities Minnesota
    #2
    Not aware of any company that will Cross ship a new Laptop without charging you for it, or putting a hold on a credit card. We run into such situations with Dell, and our company has a multi million dollar relationship with that company.

    It sucks that you had issues with it, and have fun with whatever you decide to purchase.

    [​IMG]
     
  3. nope7308 thread starter macrumors 65816

    nope7308

    Joined:
    Oct 6, 2008
    Location:
    Ontario, Canada
    #3
    Yes, but I've heard of Apple issuing 'waiver forms' in the US, where you sign a contract stipulating that you will return the original computer within 7 days of the new one, or else you will be charged for both.

    It would have been nice to at least receive (1) acknowledgment that Apple is at fault, or (2) some type of compensation.
     
  4. rikers_mailbox macrumors 6502a

    Joined:
    Sep 27, 2003
    Location:
    LA-la-land
  5. bcaslis macrumors 68020

    Joined:
    Mar 11, 2008
    #5
    Apple's at fault for what? They have offered to replace your machine at no cost, you just don't want to wait. Compensation for what? I've gotten new cars with problems, the dealer fixes it and apologizes but you don't get compensation.

    Sorry you feel you have a problem, but you seem to have unrealistic expectations.
     
  6. Jestered macrumors 6502

    Joined:
    Oct 13, 2005
    Location:
    Austin, Texas
    #6
    Although I empathize with your situation, Apple is not doing anything wrong here. Yes, if you have a bad battery or something, they will send you one out, only after putting a hold on your credit card in case you don't return the defective one, but I have never heard of this being done with a full computer replacement.

    What you should do, and Apple did for me, is call Apple back and tell them you want to have the replacement done through your local reseller/service provider. They will then contact the service provider and setup the 'swap' through them. The computer will be shipped to the service provider and they will call you when it arrives. When it arrives you will bring your computer to the service provider and pick up the replacement. The service provider will then send the computer back to Apple. This way you get to keep the computer while the replacement is shipped and you won't have to pay anything up front.

    Good luck!
     
  7. dr. shdw macrumors 6502a

    Joined:
    Aug 27, 2008
    #7
    Get a better line of credit?
     
  8. kolax macrumors G3

    Joined:
    Mar 20, 2007
    #8
    Aside from the phone calls - I don't see how this is any different or worse off than what any other company would do.

    If you are still unhappy, send an email to sjobs@apple.com
     
  9. 840quadra Moderator

    840quadra

    Staff Member

    Joined:
    Feb 1, 2005
    Location:
    Twin Cities Minnesota
    #9
    I agree. That is highly unrealistic considering the issues you are having are not work impacting.

    [​IMG]
     
  10. nope7308 thread starter macrumors 65816

    nope7308

    Joined:
    Oct 6, 2008
    Location:
    Ontario, Canada
    #10
    In response to everyone...

    1) The Apple store will not repair the computer, thus I'm forced to do a replacement via mail.
    2) I was not given the option of having the replacement shipped to a reseller (I'll investigate).
    3) I'm not impatient - I actually need a computer to finish my work because it's due very soon.
    4) IBM shipped a replacement machine before receiving the defective one, so this is not an unreasonable expectation.
    5) I've been putting up with these defects since I received the computer. If I wait any longer, I may not be granted a replacement (in which case, I have no idea if Apple will repair it).
    6) I can't seem to get a consistent answer from any Apple representative.
    7) I don't think it's unreasonable to be thoroughly pissed off when you drop $2,500+ and receive a defective machine with extremely poor customer support.
    8) Compensation is, for example, extending phone support longer than 90 days (something clearly relevant in this case). I've had other companies do the same, so perhaps you're just used to crappy Apple Care.
     
  11. dr. shdw macrumors 6502a

    Joined:
    Aug 27, 2008
    #11
    Was it BTO? Also IBM must of placed a hold of credit right? I don't know any company that doesn't on big ticket items...hell even small ones
     
  12. e12a macrumors 68000

    e12a

    Joined:
    Oct 28, 2006
    #12
    just to let you know, they just say 2 weeks to give them enough time. A lot of the times they can have a turn around in 3 days at least with an authorized repair center.

    at least that how it works where i work. usually parts come in 1-2 days at the latest assuming they have them in stock. installation is usually the same day it arrives.
     

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