Customer Support Woes: Your stories!

Discussion in 'Apple, Inc and Tech Industry' started by faust, Jun 13, 2008.

  1. faust macrumors regular

    faust

    Joined:
    Sep 11, 2007
    Location:
    Los Angeles, CA
    #1
    How do you feel when talking to a customer support rep goes bad? When they take it upon themselves to make a complete and utter ass of themselves? Be it for their own amusement or terrible personality, it doesn't matter.

    I live in a pretty little yuppie town and it's no surprise that those very yuppies would be hired to sell computers to each other, but I expected a little more courtesy from Apple. All my dealings with the Michigan Ave store have been pleasant, but ever since I started using the store closer to me, the service and courtesy has gone down the drain.

    I for one just got off the phone with a wonderful Mac Genius. I asked a simple question, "What speed do you guys usually use when shipping repairs back to your store?". Instead I got asked a question I already answered, "Well we'd have to find out what shipping company they used to send it back to us".

    "I checked the repair status online and it said DHL, the tracking number won't be updated until tomorrow". It's not like I was demanding my laptop be sent back to me right this instant, although the sooner the better, as I'm sure anyone would agree. I was told a maximum of four days and now I know it won't be back in my possession until Monday at the earliest.

    So, gah, I don't know, this is frustrating. I didn't pay $2000 for the laptop and then another $400 for the warranty to be treated like a moron. The worst thing was that when I said, "All I want to know is when the laptop will be sent back to your store", the "Genius" responded back by saying, "Oh okay, well have a nice day!".

    I mean, what the hell? I try my best to not talk down to customer service reps, especially with Apple, but this is a little too much.

    So, how about everyone else? Vent!
     
  2. pimentoLoaf macrumors 68000

    pimentoLoaf

    Joined:
    Dec 30, 2001
    Location:
    The SimCity Deli
    #2
    If I understand you correctly, you're complaining about the tracking number? That's handled by the shipping company, not the store. DHL (and the others) picks up a package, drives around to pick up other packages, offloads them along with the contents of other trucks, and then does a bit of bureaucracy before a number is assigned and then posted so you can find it.

    At the shipper, a bit of triage takes place discovering who has the most important package. You'll get yours fast if you selected overnight delivery; more time is needed if shipped ordinarily. Business days only, unless you paid big time to have a weekend delivery.

    Be patient. Don't blame Apple for the delivery service.
     
  3. operator207 macrumors 6502

    Joined:
    Jul 24, 2007
    #3
    Wow, just wow. You do not have the tracking #, because DHL has not given you one yet, and are angry at the Apple Rep because he cannot tell you what 'speed' your package was shipped as? Maybe the reason he cannot tell you what speed the package is shipped as is because it has not shipped yet? The tracking # will tell the Apple Rep certain information. He did not send it to DHL, the repair dept did, but through the shipping dept.

    I would LOVE to hear his side of the story, then maybe we can see what really happened (both sides get you closer to the true story). Maybe he told you, and you did not hear him. That could be the reason why your conversation has a gap.

    And this, "I try my best to not talk down to customer service", maybe actually NOT talking down to whomever your talking to, will get you farther.

    More bee's with honey than with vinegar kinda thing. I am sure you realize this, the person on the other end usually knows they are being talked down to. I am sure you have been talked down to, and known you were being talked down to.

    You want to hear some horror stories, go talk to the CSR's and ask them the crap they have to wade through to help customers out. You WILL get an ear full.

    I am NOT saying CSR's are gods or something (definitely not), but I am saying that you are probably the 50th person he has talked to today that "tried their best to not talk down to customer service", and failed.
     
  4. faust thread starter macrumors regular

    faust

    Joined:
    Sep 11, 2007
    Location:
    Los Angeles, CA
    #4
    Hahaha, this is funny! I totally understand what CSRs go through, in fact I was one once(Not at Apple). So, don't give me that crap, alright? In fact, I think you misunderstood my post.

    See, asking a question politely, as in, "What speed do you guys usually use when shipping repairs back to your store?", and getting, "Oh okay, well have a nice day" in response to that is basically walking up to someone, asking them what they need, and then not coming back.

    Anyways, it took two days longer to get my Macbook Pro back. I'm two days behind on work, so I really have to catch up now! I'm disappointed though, I guess the entire paragraph of, "So, gah, I don't know, this is frustrating. I didn't pay $2000 for the laptop and then another $400 for the warranty to be treated like a moron. The worst thing was that when I said, "All I want to know is when the laptop will be sent back to your store", the "Genius" responded back by saying, "Oh okay, well have a nice day!"." wasn't enough to tell you what I was whining about. I've highlighted it just to ensure there are no more further miscommunications.

    In before, "lol ur reaction proves u talk down to CSR".
     

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