Completely outraged...**Update**

[Osarkon]

Hell.

At least you got a full refund. Customer Relations are investigating the store in question yeah? I hope they get what's coming to them. That's utterly disgusting.

There's probably plenty of legal stuff they've broken by doing that, and they surely can't ban you from the store for asking them to effectively just do their job and honour the warranty.

Here's for hoping both of those members of staff are sacked and the place gets decent replacements who know something about PR.

 

[queshy]

Hell.

At least you got a full refund. Customer Relations are investigating the store in question yeah? I hope they get what's coming to them. That's utterly disgusting.

There's probably plenty of legal stuff they've broken by doing that, and they surely can't ban you from the store for asking them to effectively just do their job and honour the warranty.

Here's for hoping both of those members of staff are sacked and the place gets decent replacements who know something about PR.

Yup. And I'm sure this thread is gonna get a ton more of replies.

The rep told me she was calling the store and that she would get back to me at 230-3 PM. I took the business cards of hte geniuses who "assisted" me and gave her that info.

 

[wolverinewizard]

Wow, I can't believe employees of an apple store would behave like that. Every time I've gone to an apple store, employees have always been courteous. Maybe I missed it earlier in this thread, but which store was this?

 

[jczubach]

"Only in Canada, eh? Pity..." I await with baited breath...

 

[henhowc]

Just out of curiosity...was there no manager on site at the time?

 

[queshy]

Just out of curiosity...was there no manager on site at the time?

The genis who banned me claimed he was one of the managers. I don't think I should reveal the location of the store :S

 

[-hh]

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...

I hope that you are recording date/times of phone calls, names of the people who are helping you, and asking for case ID#'s.

Ditto for in-person dealings at the store.

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.

Got a digital camera with a video mode?

Go back, videotape it. Don't ask permission ... just walk in and do it.

If your Genius buddy asks what you're doing, simply tell them that you're in discussion with Apple Customer Relations and they wanted to see a video of what you had described to them on the phone yesterday.

EDIT: sorry, didn't see that its a long drive, etc for you. Got a friend with a camera who lives closer?


If things get really ugly in terms of poor resolution, now you have fodder for a YouTube video (think iPhone 300 page AT&T phone bill).

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.

Would have been helpful for you to get that 'ban' in writing. In any case, this is absolutely unacceptable, and I'd make a prompt written complaint to Apple Customer Service, including names, dates, etc, and ask them to clarify **in writing** if you are indeed banned as you were verbally told.

Overall, when a business has a problem customer, they often do have the right to decline to do business with them, but its usually an absolute yes/no and not one that is delimited by what product they're trying to buy (ie, Macbook vs. macbook pro). This sounds to me like a gambit to try to "upsell" you, which if you can demonstrate was a bait-n-switch is illegal in most jurisdictions.


Take detailed notes.


-hh

 

[jczubach]

The genius who banned me claimed he was one of the managers. I don't think I should reveal the location of the store :S

Queshy, why dost thou persist in protecting these charlatans and scoundrels? Your initial reservations and sense of fair play were admirable, but is it not now the time to drop the glove, throw down the gauntlet, give 'em
the old what's what? You know what they say about where nice guys(and girls) finish...

 

[whooleytoo]

That is pretty abysmal service. If it happened precisely as you've described it (no offence!) then someone should be getting the sack tomorrow. I could understand it if you were being abusive, but that doesn't seem to be the case.

Things A Store Manager Shouldn't do:
1) Ban customers from purchasing in your store.
.
.
2) Daylight...

 

[savar]

That is definitely bad business. Maybe the Genius needs a lesson in customer service.

It sounds to me like he was just trying to prevent a customer from a frivolous claim. If she unboxed two consecutive laptops that both had the vibration problem ... maybe its not really a "problem"? Maybe it's just the way that the thing is built.

 

[someone28624]

That's just incredible. I can't wait to see where this goes. Please keep us updated!

 

[AutumnSkyline]

I agree With jczubach: it's time to open up a can. The only way to get things out of customer service reps. is to make things two way street. They give it to you, you bring it back. I would say they had no right to ban you only from buying Macbooks that is the most ridiculous thing that I have ever heard of.

My sister has had to deal with so many customer service people about cell phone bills, and the only way to get things done is to blow everything out of proportion to the point where they get so sick of you yelling in their ear that they hang up, or transfer you, yelling back. (She doesn't take crap from anyone, believe you me!)

I have also had problems with Linksys to the point where I am calling today, and if I don't get a refund of my families money, I am asking to speak with someone pretty high up people because this is just getting ridiculous (will post thread later on about my troubles.)

Good luck with this, I hope you get at least a free Macbook when this is over

 

[blumoon]

UPDATE***

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.

What did they tell you, I ask. He tells me they said they're sorry for giving you false information. (yeah, right).

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.

Totally unacceptable for any retail store. I'm curious to see how this plays out with the 2 apple store employees. They should fire their A$$es.
So did you email Mr Jobs? I would if I were you.

 

[soLoredd]

There has to be more to this story. They "banned" you from buying any MacBooks? On what grounds? Did you sign something? Did your sister sign the "original agreement" with the Genius? Sounds to me like we're hearing a one-sided view here...with way too much drama for effect.

I'm not trying to belittle your situation or your troubles but a store doesn't just ban people like that. Why not just talk to another Genius or something? Is every employee at that store similar to this guy?

 

[queshy]

The genius supervisor (not the one who basically insulted me but the one who gave me the refund) told me that I was banned from buying a macbook from the store, only a macbook pro.

After the first day when they made the exchange deal with my sister they told her that they would put a note in the system saying she could not exchange it (clearly BS).

Nothing was signed, I guess it was a verbal agreement. Although I wasn't expecting anything professional anyway after the way we were treated.

It was very clear the mb was defective - out of all the demos in the store, not even a quarter of them had the vibration. No other laptop I have ever used has vibrated like that, and it is clearly not normal.

The genius was literally talking to me like a child, saying "Now, do YOU know what component is right here where it's vibrating?". Just the tone of his voice suggested he was intentionally treating me like an idiot. Very rude overall.

The genius simply told me I was banned from buying a macbook. I am not exaggerating this story at all, and I am currently awaiting a phone call back (she said 230- 3 PM).

If customer relations calls back and doesn't want to do anything, should I direct them to this thread?

 

[teflon]

UPDATE***
...

First of all, that is the most outrageous thing that I have ever heard!!! Some macbooks vibrate and some don't? Well some mbps have yellow tinted screens and some don't, of course some machines are defective and some aren't. I'm a bit dramatic then you are, but I would've called Apple Care myself on the cell phone, put it on speaker phone, and let them hear what the people at Apple Care has to say. Also, when they asked for legal documents, I would've said, "Sure. I'll record you saying this. If I do bring back legal documents that proves you wrong, I'm filing charges the next day. Provide me with your full name, phone #, ID etc" You should've also brought the number of Apple Customer Relations and just call them right on the spot, again put them on speaker phone, and see what they have to say. Usually, that oughta scare the **** out of their pants and exchange the machine with no words.

Edit: I really don't think customer relations will just let this go. If anything, they would be just as outraged as you for having a store that is just smearing black on Apple's name. If the Apple Care techs thought it was wrong and was outraged, there is no reason that Customer Relations wouldn't. However, I don't know how credible a thread on the internet would be to them, but i guess it never hurts to try when worst comes to worst.
I have to say, I really admire your calmness. I would've exploded right in the store. Actually, I know a friend who would've brought video camera, voice recorder, got all their names and start going to the right departments to screw all of them over. He's just evil like that. Maybe sometimes evilness is needed.

 

[flopticalcube]

Be polite but firm. Be dispassionate about the event and try to convey your side of the story clearly. Bon chance.

 

[teflon]

After the first day when they made the exchange deal with my sister they told her that they would put a note in the system saying she could not exchange it (clearly BS).

Tell them to find the note and show it to you.

Nothing was signed, I guess it was a verbal agreement. Although I wasn't expecting anything professional anyway after the way we were treated.

I would just walk in to that store and start looking at the MBs. When they tell you that you're banned from buying it, ask them to show you the legal documents. It's a long drive, but if you have the time the look on their faces would be priceless.

It was very clear the mb was defective - out of all the demos in the store, not even a quarter of them had the vibration. No other laptop I have ever used has vibrated like that, and it is clearly not normal.

I think thousands of mb users on MR can testify to that. I have a mb, and it never vibrated on any surface.

The genius was literally talking to me like a child, saying "Now, do YOU know what component is right here where it's vibrating?". Just the tone of his voice suggested he was intentionally treating me like an idiot. Very rude overall.

Does it matter if you knew or not? You're (the genius) the damn genius, you tell me! All I know is that whatever component is under there shouldn't make the whole computer shake.

 

[vicious7]

I can't believe that Apple service can be this bad. I know that they are an aloof company on the whole, but this...

 

[Smurfed]

Oh man, I've been waiting for that update since yesterday, and wow I didn't think it would be that bad.

Getting banned from buying a Macbook? Totally absurd.

Keep us updated with the callback from the apple rep.
I hope those jerks at the apple store gets what's commin'.

 

[Krevnik]

I can't believe that Apple service can be this bad. I know that they are an aloof company on the whole, but this...

This is the problem when you hire people in a local area to work at a store. You /will/ get a bad apple now and again, and you will likely not even be able to catch it during training. I have worked with people who blatantly violated rules of conduct in a customer service role, and it isn't pretty. High turnover doesn't help, since you can't keep a hold of your good customer service reps (if they are really that good, they can get an even better position outside of retail, and usually do).

This is true for all companies that have a customer service or retail face. You can hire the guy, but you can't watch him 24/7 to make sure they aren't a power-abusing control-freak. And the worst part is, if you don't escalate over their head, the company might not even find out and let the guy keep his job for a stupidly long time.

 

[hajime]

You need to open up the case so that future customers can avoid these people. Please post the store's location and the names of the people you talked to. You need to tell the news agencies at least in your area so that they can warn other potential customers. In your case, it is better to buy from Futureshop or Bestbuy. They have generous exchange policies.

Just curious, did you talk to them in English or French? I heard that in Qubec, if you do not speak their version of French, you may not be treated nicely sometime. Not sure if this is true...

 

[flopticalcube]

Laval?

 

[Littlehoof]

Store bans

As a retail manager I have banned customers from my store before. Even wealthy customers who had a fair bit of cash to spend. But I've only ever taken this action if that customer was extremely rude to my staff... I will always defend my staff when required.

The poster who suggested visiting the store and asking them to show you legal documents when they tell you to leave because of the ban is unfortnately wrong - they don't need any legal documents. A shop is private property - ussually leased - and as such they have as much right to ban you from being there as you would have to ban them from coming inside your home...

I guess the route I would take would be asking them what it is you've actually been banned for? Besides the possibility the staff felt threatened by you or some other extreme behaviour you could have exhibited I can't see much justification for such action by a retailer. You've stated that you remained calm throughout your time in the store and if thats the case then the manager would have a difficult time saying you were banned for rudeness or aggresion (unless you were maintaining a calm demeanor while swearing and threatening to chop of the staffs heads and spit in their throats? lol jks). By most retailers standards baning someone because you can't come to an agreement with a rational calm customer over a product issue would be completely unacceptable. Retailers that behave like this dig their own grave.

Since you probably can't take this up with the store manager who banned you I suggest when you tell apple customer service about the whole thing you ask them the question "what was I actually banned for?" make sure they understand its not a rehetorical question and that you actually want an answer. Ask Apple to find out from the store and get back to you. And if the reason is as insulting as "we didn't like having to exchange the product again" then insist (politely) on reciving an appology from the store. If they claim that you were rude and you know you weren't then ask if they might have security camera footage to demonstrate their claim? Although their under no obligation to review the footage for you, Apple might be able to pressure them into it.

All the best.

 

[filmgirl]

That's just insanity! I would expect something like that at Circuit City (a chain I personally boycotted after an almost identical situation as what the OP experienced, only with an HP desktop system Christmas 1998 - what ended up happening in that situation was that my mom somehow got on the phone with the Vice President of HP's secretary in Palo Alto and they sent me a machine that was actually significantly better/more expensive in exchange for the defective unit) but not the Apple Store. I worked at a large electronic retailer for 5 years, as both a sales person and a technician and granted, I really prided myself in going above and beyond and offering better service than I had ever received as a customer (and I'd like to think I succeeded, seeing as I still have in-home paying gigs to this day as a result of customers I met at that job who were happy with their service/treatment) - but I can only imagine a "you can only exchange it once" policy for something clearly defective on the absolute worst of days - and I saw some pretty unethical stuff go on during my tenure - but refusing to exchange a faulty product is just kind of over the line.

I understand the sentiment that some customers will complain about anything they perceive as being even a miniscule defect (God the people that freak out over burned pixels are the worst - I realize and understand that it is a legitimate defect - but so many people who have one - one that might not even be legitimately noticeable - and I say that from the perspective of a DI fanatic - then want to open every single laptop and compare screens - and you just can't do that) - thus a store has to have some boundaries as to how far it will let a customer's idiosyncratic issues affect stock count/resale price -- but that becomes moot if you have a genuine problem with the computer. Even if the customer is a pain (and I don't think the OP was), if the unit is legitimately messed up, you have to replace it. I can't believe Apple would allow that sort of BS. Part of the territory of having your own branded store, especially for a company like Apple that does a lot of their sales either online or alongside much, much bigger competitors like HP or Sony, is that that store is a representation of the company. Period.

Good luck getting everything sorted out with Apple Customer Service -- I would so be throwing a temper tantrum if I were in your position.