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Completely outraged...**Update**
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I am sorry to hear about your experience. At times, it seems to me that there is a bit of a disconnect between Apple retail and Apple support. The software might be integrated, but the company...
I had a similar experience with a friend's iBook. We spoke to the manager when we couldn't get a genius appointment (this was when the store at Yorkdale in Toronto just opened). The manager declared it DOA on the spot, and authorized a straight exchange. She even let us open the new unit to make sure that it was alright. As a couple of people have said before, deal with the manager if you can, and just make sure that the manager is aware of your displeasure in no uncertain terms (whilst maintaining your calm demeanor
)
As an aside, comments about the spelling of certain words or people's grammar aren't really helpful to the intent of the original posting. It's wonderful that you're able to spot and point out other peoples' mistakes, but it isn't really necessary.
EDIT: For grammar...
I had a similar experience with a friend's iBook. We spoke to the manager when we couldn't get a genius appointment (this was when the store at Yorkdale in Toronto just opened). The manager declared it DOA on the spot, and authorized a straight exchange. She even let us open the new unit to make sure that it was alright. As a couple of people have said before, deal with the manager if you can, and just make sure that the manager is aware of your displeasure in no uncertain terms (whilst maintaining your calm demeanor
)As an aside, comments about the spelling of certain words or people's grammar aren't really helpful to the intent of the original posting. It's wonderful that you're able to spot and point out other peoples' mistakes, but it isn't really necessary.
EDIT: For grammar...
I am sorry to hear about your experience. At times, it seems to me that there is a bit of a disconnect between Apple retail and Apple support. The software might be integrated, but the company...
I had a similar experience with a friend's iBook. We spoke to the manager when we couldn't get a genius appointment (this was when the store at Yorkdale in Toronto just opened). The manager declared it DOA on the spot, and authorized a straight exchange. She even let us open the new unit to make sure that it was alright. As a couple of people have said before, deal with the manager if you can, and just make sure that the manager is aware of your displeasure in no uncertain terms (whilst maintaining your calm demeanor
As an aside, comments about the spelling of certain words or people's grammar aren't really helpful to the intent of the original posting. It's wonderful that you're able to spot and point out other peoples' mistakes, but it isn't really necessary.
EDIT: For grammar...
I agree. As long as it's still comprehensible, it's ok for me
We don't judge here
My sister actually told me it was the manager that she was speaking to, but I won't have my mind made up 'til I go in tomorrow morning. Giving a mac newbie a really hard time with a machine is really, really bad business, and I can't help but question the ethics behind making "exchange deals". I work at Futureshop, and probably 30-40% of the laptops I sell get exchanged because they're defective. For a defect - the customer is always right. Why would anybody complain about their brand new computer if they really were happy with it?
I understand their restocking fee - to avoid having problems, just make sure you want it before buying it. If you want to refund for your money back if the machine is fine but you just have buyers remorse, let them have a restocking fee. It's written clearly on the bill, anyway, and you should be sure you like the computer before buying it. But charging a restocking fee for a defect...hmm. I hope we get a new machine tomorrow, otherwise I'll have to call the apple corporate number sales support gave me and send an email to Mr. Jobs.
I called applecare and they were outraged - they said that it makes no sense for them not to replace it. The tech said she had a macbook right in front of her and hers wasn't vibrating and that they really must change it.
Anyhoo, thanks for all the advice. The Macrumors community is being much more helpful than apple retail...
Possibly you could try using that phone call in your defense if they're still being unhelpful. Just say that you rang AppleCare and they said you were obliged to a replacement. Get the store to call AppleCare themselves if they don't believe you?
My girlfriend's macbook used to vibrate a lot. I asked the genius about it, but he said it's normal. Since I didn't want to argue (was dealing with bigger issues that needed fixing), I just put in a new hard drive that I had at home - voila! Fixed. It might be a simple fix like that.
I would also deal directly with the manager. They're usually helpful and have the authority to authorize pretty much anything.
good luck!
Well, all it could really be is the hard drive, the optical drive, or a fan (unlikely) - the rest is stationary.
Perhaps the next time you bring the unit in, ask for a replacement HD because of vibration, though if it is the HD, opening the case and making sure its seated properly may help.
The Genius Bar does really weird things that are very unprofessional. I bought an MBP and was having the problem with the fans going to 6000 RPM when charging which makes it unusable for me in my office. After 15 mins with the manager, he made me the deal that they'll take in the laptop and do diagnostics on it. After the results, I can exchange it without a restocking fee whether they deem it "normal" or not. But, I couldn't return it that day, I have to wait for them to run their diagnostic even though I'm going to return it no matter what. So I'm going to have to make another total 60 mile trip in about a month.
I guess it worked out for me, but unprofessional is the best way to describe it.
Hi everyone,
So today I went to the apple store. I'm going to call Apple corporate and email Mr. Jobs first before I comment on this website. Let me just say that I am disgusted about what happened at the store today and that the outcome will surprise many of you. I will comment after I get a reply from Apple.
So today I went to the apple store. I'm going to call Apple corporate and email Mr. Jobs first before I comment on this website. Let me just say that I am disgusted about what happened at the store today and that the outcome will surprise many of you. I will comment after I get a reply from Apple.
Oh man... I'm really sorry about the troubles you're having... BBB is always an option, isn't it?
Queshy, Master of Tension!
Sorry; I don't mean to make light of the situation, but based on what you've intimated, things obviously didn't go very well. I do hope that Apple corporate resolves this to your satisfaction, and I'm looking forward to your update.
Sorry; I don't mean to make light of the situation, but based on what you've intimated, things obviously didn't go very well. I do hope that Apple corporate resolves this to your satisfaction, and I'm looking forward to your update.
Queshy, Master of Tension!
Sorry; I don't mean to make light of the situation, but based on what you've intimated, things obviously didn't go very well. I do hope that Apple corporate resolves this to your satisfaction, and I'm looking forward to your update.
I'm not trying to keep and info from you guys - I just don't want to comment as my feelings may change after I email Mr. Jobs and talk to Apple Corporate tomorrow. I also don't want to and will not bad mouth the company.
But I was very ,very surprised at what happened today...let's just keep it at that. I plan on calling the corporate office tomorrow and then e-mailing Mr. Jobs, and then posting here. It's unfair to post before hearing from both sides (corporate office vs. retail).
Yeah, I thought so. but if I email them my story, they won't respond? Or should I just call apple corporate tomorrow?
and thank you, Osarkon. I'm just think it's unfair to voice my opinion based on this experience because I only dealt with the apple store (there are only 3 in Canada) and not the actual company. I will update as soon as I have more information. I just hope they will be more considerate than the apple store was to me...
I think you are going about it the right way. You especially don't want to blow a cap on the phone, people are less willing to help then. So I think your calm approach is a good one.
Sometimes it all depends on who you get in management, there are all types. I've had a few bad retail experiences, and in most cases emailing corporate headquarters gets a solution happening fast. However, I've had a few bad cases with some companies corporate offices its then you realize that its company wide attitude. Its those companies I don't shop anymore.
So we can expect to never hear about what happened then. I'm sure "Mr. Jobs" has better things to do than to respond to you or any one of us.
Clearly you forgot about your first post.
Call Apple Corporate. You'd have a better chance of talking to someone. I don't know why people think e-mailing the owner of a company is useful. I do believe I get a kick of getting the letters people write the owner of my company!
Good luck with your vibrating Mac.
Obviously I don't expect the CEO himself to answer...that would be pretty foolish. However, if you do some searches, you would see that many people have emailed "him" and gotten some good results (i.e. calls from people high up).
With respect to my first post...that was what happened yesterday. It is the details of what happened today that I don't think are right to discuss yet...because I'm pretty upset now and I don't want to rant and rave before I know what apple will end up doing.
Sorry for the ambiguities
ya really, we don't mind if your rant, just tell us, you can always change what you say once you talk to apple, we just want to know what happened!
I would really like to share so that others can benefit from the situation, but I don't want to go back on my word - I am calling Apple tomorrow at 12 PM (they open at 9 AM pacific time). Check back here tomorrow afternoon for updates.
Thanks,
Q
Geniuses are either extremely evil or extremely cool. If you have a sister or a girlfriend who's not really tough, go with them. You have to gang up on them lol...
The BBB is so useless
Nevertheless, it's the fastest way to contact executive relations, and sometimes they will do unreasonably awesome things to try to resolve your issues.
Just email.
I'm pretty sure sjobs@apple isn't his real email address, but like I said, and like it's been pointed out by me and MANY others on MacRumors, Consumerist and many other websites, someone does read these and respond to them.
Because if you're disgruntled enough to email, there are people who read them that can get things "done", for lack of a better word, much more easily and on a more timely manner than anyone at AppleCare or the Apple Store can by themselves. And this isn't just with apple, this is with a lot of other companies. If you care enough to send email to some executive of some huge company, no doubt his/her assistant or some person high-up in the company hierarchy than you'd normally be unable to contact by merely calling their support would more than bend over backward to try to resolve your issue in many cases. Most people are stuck at way lower levels, or are never that pissed.
Don't knock it until you've tried it. Some of the responses from sending complaint emails to that email address have resulted in a solution to my problem mere HOURS after sending the email, with solutions that were above and beyond what I expected. Things the apple store manager didn't give a **** about suddenly results in the manager offering you a discount on your next purchase and apologising. What applecare refused to fix for free or on a timely schedule is shipped out the next day fixed for free.
http://www.consumerist.com/search/sjobs@apple.com
UPDATE***
Ok, so I called Apple Customer Relations this morning, and they told me they were going to call the apple store where I purchased the macbook from and then get back to me. Because this may take a while before getting resolved, I guess I will just explain what took place, as perhaps some other users have suggestions as to how to further approach this.
(the following was edited because of pronoun problems)
When my sister originally bought the macbook it was vibrating so I told her to take it back, and the genius told her that it wasn't really a problem because some macbooks vibrate and some don't. After arguing, he agreed to change it on the condition that she could no longer switch it again. This exchange deal was something she really had no choice but to agree to - it was either accept this ridiculous deal or be stuck with a broken computer. The genius actually told her she was playing a "lottery". He was also very upset that she got him to waive the restocking fee...
So that macbook comes home, even though my sister said it, too, was vibrating and that he genius said too bad you already accepted the deal. I am very angry about this so I decide to go into the apple store the next day with her. And that's where I left off.
First off, the genius who I spoke to was extremely rude and insulting. I was showing him the problem and he told me 'dont tell me how to do my job, I've seen way more macs than you have in my time'. Overall, he was very disrespectful and I couldn't believe it. I told him this: on that demo table, there are 5 macbooks. 1 of them vibrates, and the others don't. how is it possible that it's not defective? He told me I didn't know what I was talking about. He also completely dismissed giving me a week 17 when the original was a week 32. I get to speak to the genius supervisor, who is much nicer and calmer. He, too, doesn't want to assist me at all. I even told him that I was pretty sure it's illegal to offer customers "exchange deals" and he told me to prove it and bring him legal documents! I told him I Called apple (Apple tech said it was defective and she was outraged at what took place). He calls apple and then comes back to me. What did they tell you, I ask. He tells me they said they're sorry for giving you false information. (yeah, right).
What he told me now is why I have refrained from posting...I am a very calm person, as you can tell by my previous post. I was extremely civil and courteous the whole time, not raising my voice or being arrogant like they were. He tells me that they will give me a full refund but that now I was banned from buying macbooks at the apple store. He said that he would sell me a macbook pro, but not a macbook, and that I was banned from the store. I told him that it really wasn't right to be banning customers who have defective computers from the store. I got my refund, and left. Travelling back and forth a few times (30 min trip), hours of wasted time, and the result is nothing - I am now left without a computer, extremely dissatisfied that I can't buy from the Apple Store. The reason why I bought there was so that I could take advantage of their promos. I guess I'll have to order online, or see what the rep will say when (if) she calls me back.
Ok, so I called Apple Customer Relations this morning, and they told me they were going to call the apple store where I purchased the macbook from and then get back to me. Because this may take a while before getting resolved, I guess I will just explain what took place, as perhaps some other users have suggestions as to how to further approach this.
(the following was edited because of pronoun problems)
When my sister originally bought the macbook it was vibrating so I told her to take it back, and the genius told her that it wasn't really a problem because some macbooks vibrate and some don't. After arguing, he agreed to change it on the condition that she could no longer switch it again. This exchange deal was something she really had no choice but to agree to - it was either accept this ridiculous deal or be stuck with a broken computer. The genius actually told her she was playing a "lottery". He was also very upset that she got him to waive the restocking fee...
So that macbook comes home, even though my sister said it, too, was vibrating and that he genius said too bad you already accepted the deal. I am very angry about this so I decide to go into the apple store the next day with her. And that's where I left off.
First off, the genius who I spoke to was extremely rude and insulting. I was showing him the problem and he told me 'dont tell me how to do my job, I've seen way more macs than you have in my time'. Overall, he was very disrespectful and I couldn't believe it. I told him this: on that demo table, there are 5 macbooks. 1 of them vibrates, and the others don't. how is it possible that it's not defective? He told me I didn't know what I was talking about. He also completely dismissed giving me a week 17 when the original was a week 32. I get to speak to the genius supervisor, who is much nicer and calmer. He, too, doesn't want to assist me at all. I even told him that I was pretty sure it's illegal to offer customers "exchange deals" and he told me to prove it and bring him legal documents! I told him I Called apple (Apple tech said it was defective and she was outraged at what took place). He calls apple and then comes back to me. What did they tell you, I ask. He tells me they said they're sorry for giving you false information. (yeah, right).
What he told me now is why I have refrained from posting...I am a very calm person, as you can tell by my previous post. I was extremely civil and courteous the whole time, not raising my voice or being arrogant like they were. He tells me that they will give me a full refund but that now I was banned from buying macbooks at the apple store. He said that he would sell me a macbook pro, but not a macbook, and that I was banned from the store. I told him that it really wasn't right to be banning customers who have defective computers from the store. I got my refund, and left. Travelling back and forth a few times (30 min trip), hours of wasted time, and the result is nothing - I am now left without a computer, extremely dissatisfied that I can't buy from the Apple Store. The reason why I bought there was so that I could take advantage of their promos. I guess I'll have to order online, or see what the rep will say when (if) she calls me back.
wow unbelievable. out of the many years I have worked in retail, I have never seen such disgusting and unprofessional behavior. what the Supervisor did didnt surprise me, as they're suppose to protect their employees in the line of fire, even when sometimes they are wrong in the process. but to go ahead and further escalate the situation to the point of banning you from the store, thats just utter disbelief. you're money is better off somewhere else, so its good you got your refund.
you need to escalate this situation to the bureau of consumer affairs, and you make sure Apple knows about what happened when they get in contact with you. I hope you have the name of the person from Apple Tech that you called previously, and also the name of the Sales person and Supervisor from Apple. dont let this go quite, as this sort of behavior just disgusts me.
you need to escalate this situation to the bureau of consumer affairs, and you make sure Apple knows about what happened when they get in contact with you. I hope you have the name of the person from Apple Tech that you called previously, and also the name of the Sales person and Supervisor from Apple. dont let this go quite, as this sort of behavior just disgusts me.