Apple support, well...kind of sucks!

Discussion in 'iPod' started by drake, Sep 17, 2010.

  1. drake macrumors 6502a


    Jul 5, 2005
    My son's headphones are toast. Went through Apple's convoluted system to see if I can get them replaced under warranty. Found an option that doesn't involve giving them more money, one where they call back. Never received the call.

    The other option without paying for tech support involved cross shipping, giving them $30 up front as a deposit, and letting them decide if they keep the money. Well, screw that. You can't just sent them in, let them decide, and they either send new ones or the old back?? Its really a crappy setup, and made me decide two things:

    1. Won't be buying the Apple "care".
    2. Won't be buying the Macbook Pro I've had my eye on.

    Just as I'm writing this, they call (one full hour late).

    He's telling me I need to give them the deposit, I say no. He says he'll get a manager to see if there's another option....U2...U2....back...says sorry for the problem.....speaking with Senior Tech Ian...says they need the deposit, can't over-ride it. I say no thanks, my son's happy with this $10 headphones. Conversation ends.

    Frankly, the headphones probably aren't worth the cost of postage, not sure why they're doing it this way and not giving people the option to just send them back and get another pair, but time to go shopping for a laptop. Thinkpads are nice.
  2. tpg macrumors regular

    Mar 19, 2010
    Ouch... that doesn't sound great. I don't suppose taking them in to an Apple Store is an option/convenient? Not that you should have to...

    Not the first time I've heard Apple 'support' being a bit unsupportive with seemingly crazy guidelines, and unfortunately I'm sure it won't be the last.
  3. drake thread starter macrumors 6502a


    Jul 5, 2005
    Unfortunately, I'm no where near an Apple Store. There's probably authorized dealers in my closest city, would that work? Not even sure if that's worth the effort, they're not exactly the greatest headphones in the world, and my son seems happy with the $9 Panasonic buds I got him. Just seems like a crappy way to do things from a CR POV.

    For contrast, when my Asus netbook's power adapter stopped working under warranty, we called and they sent a new one. Didn't even have to return the defective one. What is Asus going to do with a dead power adapter, and what is Apple going to do with a dead set of headphones?
  4. roland.g macrumors 603


    Apr 11, 2005
    One mile up and soaring
    Sounds like a brilliant plan. Base your decision for a $1000+ computer on the quality and customer service for some throwaway headphones. Hmm. Smart.
  5. iEvolution macrumors 65816

    Jul 11, 2008
    Actually it is, before he/she spends $1,000+ on a new computer that has seemingly ridiculous loops for support over a stinkin set of head phones that have the manufacturer value of $1.

    I haven't had to deal with apple support myself as I haven't had any problems, I'm just saying, my opinion, its really not that ridiculous.
  6. brentsg macrumors 68040

    Oct 15, 2008
    And when my Asus motherboard failed they were going to send it overseas for repair and they wanted a month total to take care of it.

    I've never had any negative issues with Apple's support. They've always been fair and straightforward. But honestly when you started going on about Thinkpads and such, it got a bit waahh to me.
  7. Corndog5595 macrumors 65816

    Jul 16, 2010
    I can’t agree with this statement more.
  8. Fast/Furious macrumors regular


    Oct 18, 2008
    Vancouver, BC
    No matter what el cheapo 'buds you buy, if they cost under $50 they are guaranteed to break any time. IMHO I think it's dumb that you're basing your decision to buy a $1500+ laptop on the fact that Apple doesn't really give a ***** about replacing your headphones.

    Apple is a corporation, straight and simple. Essentially, the more you pay, the better service you get. Your Toyota Corolla need maintenance? Bring it to the dealership, sip crappy coffee, and read a 6-month old magazine while you wait. Your Lexus need maintenance? A technician will come to your house and fix your car for you, and then leave while you do your own thing. Hate to break it to you, but every company does this.

    I have a MacBook and have received nothing but excellent customer service and tech support from Apple. They fixed the cracks in my palmrest/bezel, even though they were not obligated to (it was older than 36 months at the time). Do I think they would fix my headphones if I broke them? Probably not. For Apple, it's just not worth the doubt, time, postage, and money.

    This is the same with any company. Your Sony Blu-Ray player go defective under warranty? Chances are Sony WILL fix or replace it for free. How about your $20 Sony earbuds? Probably not.

    My advice? Get over it. They're headphones.. if your son is a teenager it's most likely that he broke them internally (eg. tugging too hard on the wire, causing it to fray from the inside or submerging the speaker driver in a slurpee) which is why Apple generally doesn't give a hoot about fixing it. Don't forget that if Apple fixed your son's headphones, they are obligated to fix everyone's. Which costs $$ that Apple obviously don't want to pay.

    Just my two cents :rolleyes:
  9. makinao macrumors regular

    Dec 27, 2009
    Have you bothered to ask? I'm in the Philippines, and whenever my daughter's earphones broke under warranty, my local authorized dealer forwarded it to the local service Apple service center, which forwarded it to Apple SE Asia (Singapore), which sent back a replacement in about a week.
  10. drake thread starter macrumors 6502a


    Jul 5, 2005
    I think some cheap item like headphones is a good way to tell the quality of customer support. If they won't be flexible on that, just how supportive are they going to be when I drop $1600 on a Macbook Pro. Not very, I suspect. I would have cost them less than a few bucks to make this right, they chose to play by a ridged formula...many if not most companies would have just thrown the headphones in a padded envelope and sent them to me if just to build good will.

    The car example doesn't hold water. We've owned a variety of cars, but to Mercedes, the service is exactly the same.
  11. roadbloc macrumors G3


    Aug 24, 2009
    I've had a very bad experience with Apple's support when they refused to see the problem with my iPod Classic (it wouldn't play anything and the hard drive sounded faulty.)

    I doubt I'll use another Apple product again when my MacBook dies.
  12. PinkyMacGodess macrumors 601


    Mar 7, 2007
    Midwest America.
    OK, if you drop your MacBook I'd think that Apple wouldn't be too quick to fix it for free. Second, if Apple sent out 'free' ear buds to every person that called up with a sob story they'd likely go bankrupt. Third, I actually owned a Mercedes and they would drive someone to my house, or where ever I was and swap cars and then do the same thing back. BUT ONLY THE ORIGINAL DEALER. Any other dealer and I got the back of a hand and had to bring it in and wait.

    The problem with warranties is that stuff that's a 'consumable' is the usually the first to go, and usually if people abuse them and break them, they are just as likely to abuse and break them again if they are replaced.

    Also, how many people actually keep the ear buds that came with their iPod anyway? I have on my Nano and my iPhone (because of the embedded controls in the cord) but use more comfortable buds for my Touch. The Apple buds aren't the best at reproducing sound. I've had several pairs start buzzing over time.

    So my advice is to buck up and tell your kid to get a freaking job and buy his own replacements and maybe they'll value them and not break them in the future...

    As for the MacBook you alluded to: Don't bother. We wouldn't want to read your wanking about some cheap bit on it going bad and your flailing about playing the victim... (BTW: Most companies don't want power supplies back, and if they go bad, they are a HEALTH/SAFETY hazard. The ear buds? Being a 'consumable' are prone to wear out and fail. Apple support has replaced computers for me with brand new equipment! Try getting that from Dell or HP.)
  13. drake thread starter macrumors 6502a


    Jul 5, 2005
    Given what they charge for iPods, I highly doubt that. All I asked them to do was let me RMA the headphones, then at their discretion, send me new ones. It didn't fit their policy so they said no.

    Must be different where you live, Chrysler does that here. Mercedes doesn't.

    How is this even relevant?

    Interesting assumption, my son broke the headphones.

    Maybe someday when (if) you finish school and get a job you'll have a better understanding.
  14. Fast/Furious macrumors regular


    Oct 18, 2008
    Vancouver, BC
    Apple headphones are ridiculously easy to break. I've gone through about 4 pairs in the last 3 years so I would know.. however, I do accept responsibility for the fact that ****I (me, myself, thy, etc.)**** was the one who most likely broke them and not Apple. Judging from the fact that your son can't talk to Apple himself and you are speaking for him, he most likely broke them himself and then hid the fact from you (don't make me get into the Child Psychology crap). Believe me, there are plenty of ways to break Apple headphones internally so they do not look physically damaged.

    It is interesting that despite everything you've said, you still haven't even told us what's actually wrong with these headphones.

    However, if you so refuse to believe your son should take any responsibility whatsoever for his actions, take your headphones to the nearest Apple Store. They are generally much nicer and more understanding than Apple telephone support... especially if you told them you drove a long way just to get your headphones replaced. Good luck.

    PS. Maybe let your son drive there, and then when he crashes, call the car dealership and complain :) Who knows, they might give you a free replacement if it's still under warranty!
  15. thejadedmonkey macrumors 604


    May 28, 2005
    People like you make me sick. I think it's a pretty well known fact that Dell's support (if you can get through the language barrier, which isn't too bad these days) is leaps and bounds above Apple's.

    P.S. I still have my iPod headphones from my first iPod, they still work fine. They're 9 year old.
  16. drake thread starter macrumors 6502a


    Jul 5, 2005
    The volume coming through them is barely audible. And I would suspect my son of breaking them, he's a master of breaking things, but there is no evidence at all he did anything to them, they look almost brand new. Had it been obvious that he'd done something to them, I would have told him "tough luck" and go buy new ones. It was clear to me he hadn't, so I got him a ten dollar pair of Panasonics and he's happy.

    They just cheaply made, crappy little headphones that Apple charges are arm and leg for because the fan boys will by them, and make accuses for Apple when they brake.

    Like i said, I'm not going out of my way to replace them. They certainly don't represent the sort of quality I'd expect given the price we paid. Typically Apple I guess. All they needed to do is give us an RMA, we would have shipped them back, and they could ship new ones when they got them...but NO! Apple has to be about the least flexible company I've dealt with.
  17. mojohanna macrumors 6502a


    Jul 7, 2004
    Service is all a matter of opinion. You guys sound like two guys arguing over which beer is better, Miller Lite or Bud Light.

    I have heard countless examples of both good and bad service from both Dell and Apple. However, there is a big difference between service and a policy. Each company needs to establish a standard procedure in order to handle issues in as efficiently as possible.
    While you may not agree with the policy, it does not mean the service sucks. I went through an ear bud replacement and gave them my credit card number, they sent the new ones, I returned the old ones. THey never charged my card. Its not that big of a deal. I really think you need to get over this entitlement sort of attitude. And worry about things that are more important.
  18. hcho3 macrumors 68030

    May 13, 2010
  19. TroyBoy30 macrumors 68020


    Jun 9, 2009
    Atlanta GA
    personally i think apples support is one of the best out there if you can visit the store.
  20. Flowbee macrumors 68030


    Dec 27, 2002
    Alameda, CA
    Consumer Reports most recent survey of computer tech support:

    Attached Files:

  21. farmermac macrumors 6502a

    Jul 23, 2009
    So you realize the only reason apple
    Holds a deposit is in case you don't send the stuff back right?

    As soon as they receive the headphones they would take the hold off the cc. Your childish insistence to not give them your credit card is whats giving you the impression apple service is bad. In fact it's just that you are stubborn for no good reason. I've set plenty of (questionable) items back and
    Never had an issue with apple "taking my money"

    Cliff notes: you're throwing a hissy fit
  22. bobr1952 macrumors 68020


    Jan 21, 2008
    Melbourne, FL
    Everyone has their own idea on what is right or equitable as far as customer support. Personally, I'd just toss the headphones and get another pair--just not something that I'd dwell on.
  23. jerry333 macrumors regular


    Nov 4, 2005
    I've actually found Apple support to be pretty good. Of course, it depends on what you're calling about. If it's OS X Server and you don't have the $5K/yr contract you're not going to get much if anything, but if it's about your iMac or Mac Pro and regular OS X they've been helpful and have mostly solved the problems they can solve (some problems are only solvable by Apple fixing the particular bug that bit you).

    As far as the headsets go, my experience has been that the more expensive they are the sooner they break. So after going through a number of headsets from $300 to $80 from various manufacturers, including earbuds and over the ear types--which have all lasted from three weeks for the $300 ones to six months for the $80 ones--I now just get the $39 Apple ones and call it a day. They aren't the best in sound reproduction or sound isolation but they last over a year in most cases.

    Perhaps there is a manufacturer that makes a headset that is both good and robust but I haven't found them yet (and yes, I tried the Zaggbuds--six months tops, one set shorted and one set stopped playing on one side).

    And no, I'm not using them during sports or other athletic activities. Mostly they are used when sitting at a desk.
  24. tigress666 macrumors 68040

    Apr 14, 2010
    Washington State
    Exactly. Honestly, I wouldn't have even bothered bugging Apple about a cheap ass pair of headphones. I'd have probably figured they gave me a cheap ass pair of headphones that were thrown in cause, well you have to have something to listen to it (I dunno, I guess I tend to feel I pay more for the ipod than the headphones and take it for granted what comes with the ipod is crap). I guess I see the warranty as being more on the ipod than the headphones.

    That being said, I have only had one pair break on me and that is after a ton of use and they lasted longer than the cheap ass pair that came with the cheap ass mp3 player I had. But, really, if I were to replace them, it would be with something better *shrug*.
  25. Fast/Furious macrumors regular


    Oct 18, 2008
    Vancouver, BC
    ^ This. :rolleyes: Go on, go wrap your Mercedes around a tree and see if they RMA you a new one. I mean, they should, right? Because in no way should you, God forbid, take responsibility for your actions (or your son's actions, in this case).

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