Bad Apple Phone Support Experience

Discussion in 'Apple, Inc and Tech Industry' started by TheOldGuy, Jul 16, 2011.

  1. TheOldGuy macrumors newbie

    Joined:
    Jul 16, 2011
    #1
    Hi,

    I'm sorry if I'm posting this in the wrong forum, but I just had to vent somewhere.

    I had a really bad experience with Apple's phone support service the other day.

    I called in and reported a problem with my Macbook Pro not getting past the login screen when I turned it on. The Applecare representative I got on the phone was very insulting and acted like it was my fault for causing the problem in the first place. Anyways, he had me do a few things like unplugging the power cord and holding down 4 keys while turning on the computer, but that didn't fix it. He kept putting me on hold and let me tell you, the hold music was extremely painful to listen to.

    After 30 minutes on the phone with this guy, he told me I needed to bring the computer to an Apple store since it was a hardware issue and possibly the hard drive would need to be replaced, but it would be my responsibility to back up all the data first. I told him the closest Apple store was 2 hours away, but he kept saying I needed to bring it in for repair.

    Not wanting to spend my time taking the darn thing to the Apple store, I decided to get on my PC and see if I could find someone else I could possibly call to fix my mac over the phone. Anyhoo, I came across this company called AuralSolve, so I called them. They charged me about $20 and after close to an hour on the phone, the guy I was speaking with fixed my problem. Absolutely unbelievable. I spent $349 on Apple's so-called Applecare service and they treated me poorly like this. And then I spend $20 with these AuralSolve guys and they fix the problem within an hour. Sheesh. I think the next time I have a problem with my mac, and I can't find someone to help me on an Apple help forum, I'll give AuralSolve a call again. At least they know what they're doing.

    I'm sorry for venting. I just wanted to express my anger and dissatisfaction with Apple's phone service.
     
  2. blueroom macrumors 603

    blueroom

    Joined:
    Feb 15, 2009
    Location:
    Toronto, Canada
    #2
    So what was the problem and what was the fix?
     
  3. Comeagain? macrumors 68020

    Comeagain?

    Joined:
    Feb 17, 2011
    Location:
    Spokane, WA
    #3
    Apple.com/support/feedback. Go tell them. That isn't right to be treated like you have done something wrong.


    Sent from my iPad using Tapatalk
     
  4. blueroom macrumors 603

    blueroom

    Joined:
    Feb 15, 2009
    Location:
    Toronto, Canada
  5. TheOldGuy thread starter macrumors newbie

    Joined:
    Jul 16, 2011
    #5
    I think he had me boot into what he called single-user mode or something and put in some strange commands there...

    And yes, I already put in a negative feedback on the Apple website, but from my experience with these companies, usually they never respond, or they issue a generic remark stating that "...we will take steps to ensure this type of incident does not happen again in the future..."

    Of all the companies out there, I was just surprised that it would be an Apple representative who would act in such a way. I mean, I've heard from some of my colleagues that certain Apple call centers have been outsourced, but I did not expect to be treated in such a poor manner.
     
  6. babyt macrumors regular

    babyt

    Joined:
    Jul 28, 2009
    Location:
    texas
    #6
    By any chance do you have the guys name? If so I say call apple and say you want to file a complaint. Be nice but firm. I think you can even calm with out his name and they usually keep records.
     
  7. blueroom macrumors 603

    blueroom

    Joined:
    Feb 15, 2009
    Location:
    Toronto, Canada
    #7
    I've had nothing but excellent service on my families Apple devices at the Apple store.

    You could install Onyx as a first line of soft repair.
     
  8. anjinha macrumors 604

    anjinha

    Joined:
    Oct 21, 2006
    Location:
    San Francisco, CA
    #8
    You have to realize something: Apple support is made by people. People fail sometimes. You can't judge Apple support in general from one bad experience.
     
  9. Shrink macrumors G3

    Shrink

    Joined:
    Feb 26, 2011
    Location:
    New England, USA
    #9
    Sorry you had a bad experience with the phone support. Consider it an aberration, or an unlucky draw of a tech.

    When I first bought my computer (a little over one year ago, my FIRST computer) I was on the phone to Applecare phone support 10-15 times a week for months. If it sounds like I could barely figure out how to open the laptop - you're right. TOTAL TECHNOBOOB. (Not that I know much now - but that's another story)

    My experience with phone support (minimal estimate 100 calls!) has been universally positive. I have found that the techs were polite, and busted their humps to resolve my problems. And if the first line tech couldn't fix it, I was bumped to a senior tech. On only one occasion was I directed to take my macbook to the Apple Store.

    I don't question that you had a bad experience. I would only suggest that you not condemn the whole phone support system because of one bad experience. You paid a bunch for the service, I suggest you give it another chance when needed.

    Just saying...:)
     
  10. efhoward macrumors newbie

    Joined:
    Jan 13, 2006
    Location:
    Chicago
    #10
    Ugh! That really sucks. I understand the need to vent. Definitely head to Apple.com/support/feedback and let them know.
     
  11. TSE macrumors 68030

    Joined:
    Jun 25, 2007
    Location:
    St. Paul, Minnesota
  12. ucfgrad93 macrumors P6

    ucfgrad93

    Joined:
    Aug 17, 2007
    Location:
    Colorado
    #12
    These were my first thoughts as well.
     

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