Complaint Letter to Apple about iMac

Discussion in 'iMac' started by nikuskwas, Dec 5, 2007.

  1. nikuskwas macrumors newbie

    Joined:
    Sep 26, 2007
    #1
    Hello Everyone,

    I finished writing a Complaint letter to Apple's Customer service. I intend to send it to Apple US and Apple Latin America. If someone could please help me out with some specific email address / regular address for me to send this to. I WANT TO BE HEARD (I guess that's what everyone wants...) This kind of abuse is unacceptable. Here is the letter:

    ------------------------
    To Apple Custumer Support:

    I am writing to you because I want to complain about a specific service, and that is, the guarantee assistance that Apple has outside the United States. My specific case goes like this: I bought an iMac in the US and brought it to Ecuador, South America. In my country, there is an Authorized Apple Technical Support as well as a couple of Apple stores. So when I got my iMac broken (Main Board stopped working without a particular reason) I took the computer to this facility. Of course I had my Guarantee (the computer was bought 2 months before). The problem is the time the Guarantee took.

    At first, I was promised to wait 2 weeks the MOST. Later on, I had to wait an additional 2 weeks. I was told that at some point, a replacement had come, but it was broken. So another 2 more weeks had to pass by. I gave AppTek (Apple's tech support in Quito-Ecuador) my iMac exactly on October 11. The computer was given back to me on December 3. This is almost a 2 month waiting. I repeatedly spoke with AppTek Manager, JAVIER ACOSTA, asking for either a replacement computer or just a borrowed computer, but I was refused in all occasions. I was also refused in getting a contact information to Apple Latin America or in the US to post this complaint. I am worried about Apple's quality of personnel and assistance outside the US, and demand that this should be paid particular attention.

    I have been an Apple customer for over 17 years, and will continue to be so. This kind of situations should never happen. If a computer cannot be repaired in a reasonable amount of time, then a replacement is a MOST. That is, at least, what the GUARANTEE document says. During this 2 month period, I lost a great amount of money, because my iMac is my working tool. I was completely left aside, with no assistance and no help. Please, some action has to take place.

    Thank you for your time,

    Best Regards,

    Nicolas Villarreal Kwasek
    3D Modeling and Animation Artist
    http://www.nicolasvk.com
    n_villarreal@panchonet.net
    Quito - Ecuador
     
  2. Fletchzky macrumors member

    Joined:
    Nov 25, 2007
    #2
    You may want to replace "MOST" with "MUST"......
     
  3. AlexisV macrumors 68000

    AlexisV

    Joined:
    Mar 12, 2007
    Location:
    Manchester, UK
    #3
    My iMac soon developed a fault and ceased to work, so I took my computer to the Authorized Technical Support / Apple Centre (which?). As my machine was still under guarantee I expected a repair or replacement. A faulty mainboard was diagnosed, but my complaint is regarding the time taken for my machine to be repaired.

    At first I was promised the repair would take no more than two weeks. However, I had to wait a full four weeks and more delays were experienced when the replacement was also faulty. I booked my computer in on October 11th and received it back on December 3rd - nearly a two month wait.
    I repeatedly spoke with AppTek Manager, Javier Acosta, asking for either a replacement computer or a machine to borrow computer, as it was vital to my work, but my requests were refused. I asked for Apple's contact details so I had register a complaint, but my request for this was also refused by this gentleman. This causes me great concern over the qualtiy of Apple's personnel outside the United States.

    I have been a loyal Apple customer for over 17 years, and will continue to be so, but this situation should never have happened. If a computer cannot be repaired in a reasonable amount of time, then a replacement is a very reasonable expectation. I suffered a financial loss as my machine is a necessity for work and feel I have received extremely poor service on this occasion. I would be grateful if you would look into this incident and take some action to ensure other customers do not suffer the same poor service that I had to endure.
     
  4. nikuskwas thread starter macrumors newbie

    Joined:
    Sep 26, 2007
    #4
    Great! Thank you guys. As you may see, english is not my native language! :p I appreciate all your help. So... where can I send this letter to? All I get in the Apple website are either phone numbers or sales support. Any special email address I could send this to (and hopefully get a reply)?

    Thanks,

    Nick
     
  5. milaround macrumors member

    milaround

    Joined:
    Dec 5, 2007
    #5
    Leave it to the English to correct your... English.:rolleyes:
     
  6. je1ani macrumors 6502

    Joined:
    Sep 19, 2007
    #6
    Let an American proof read that and not some hissy brit :rolleyes: jk why don't you actually write it out and send it with a receipt confirmation? Seems as if it would draw their attention more.
     
  7. flopticalcube macrumors G4

    flopticalcube

    Joined:
    Sep 7, 2006
    Location:
    In the velcro closure of America's Hat
    #7
    I never enjoyed reading newspapers as much as when I lived in the UK. They really know their prose. To the OP. Well done and good luck. Try this address:

    Customer Service
    Apple, Inc.
    1 Infinite Loop
    Cupertino, CA 95014
     
  8. speakerwizard macrumors 68000

    speakerwizard

    Joined:
    Aug 8, 2006
    Location:
    London
    #8
    i didnt think desktops had a worldwide warranty, just notebooks due to travel reasons.
     
  9. JNB macrumors 604

    JNB

    Joined:
    Oct 7, 2004
    Location:
    In a Hell predominately of my own making
    #9
    You may want to replace guarantee with warranty. There is no guarantee with Apple products, only warranties.
     
  10. AlexisV macrumors 68000

    AlexisV

    Joined:
    Mar 12, 2007
    Location:
    Manchester, UK
    #10
    I guessed that, but your English is a million times better than my Spanish!

    Good luck :D
     
  11. chrisgrieve macrumors newbie

    Joined:
    Nov 5, 2007
    #11
    you could try and send it to sjobs@apple.com

    i have heard a few people send emails to this and get a reply from one of steve jobs minions.lol.
     
  12. eyemac74119 macrumors member

    Joined:
    Dec 9, 2007
    #12
    give me a few minutes ill make a few calls and get you a email address and address for mr. Steve Jobs' himself...... mkay?:apple:

    edit: did you buy apple care? because that would get you the world class support for 3 years
     

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