APPLE AUSTRALIA CAN ONLY CONFIRM THAT THE G5 POWERMAC 2.5 EXISTS. NOTHING MORE.
Hi All,
Been lurking for a long-time on Macrumors. Had to sign up and share the story of my contact with Apple Australia.
Short version, ordered BTO 9 July from top notch reseller ... delayed till mid-August ... end August ... mid September ... end September. No 6800, that's separate. Usual story. Difference is Apple Australia refuse to provide much of the information that many of you here are getting.
Here in Australia, resellers have seen VERY few stock machines and no BTO. I know a few so I called them all to check. No BTO's through resellers yet. Stock models are trickling through in ones and twos. In the past two weeks I have spoken to Apple repeatedly to the point that I mailed a written complaint. Usual rules to be taken seriously; be polite, stick to the facts, be clear that the situation is not satisfactory, ask for a written response regarding action. Klaus, Duffman and alike are on the right track.
Following my latest phone call today, I recommend to all Australian users of this forum and any aussie they know who is waiting on G5's to start writing.
Apple Australia cannot and will not confirm any information regarding Dual 2.5 shipments or lack thereof. The only question I got a clear and direct answer on was "Can you confirm that the product exists?". I'm an Apple investor and knew more about Apple's manufacturing than they did. Read the 10K, page 13, Geographic Operations. Apple Australia do NOT compensate customers. This is policy. Furthermore they all but confirmed that resellers are second-class citizens. When I asked what she meant by "different treatment", she put me on hold, then returned and retracted the comment. Mistake maybe, but it was confirmed that there is one system for Apple Store Online (we have no stores) and one for resellers.
At this point I am awaiting a call tomorrow from an executive as Customer Care cannot help. What is clear is that Apple Australia have not been pressured by the users enough to acknowledge the problem. The thing is, in Australia our consumer affairs laws and agencies (ACCC, NSW Fair Trading etc.) have teeth. If we are not happy we should exercise our rights. Depending on the phone call tomorrow I will be.
What will be the result of all this? It is unlikely that a machine will arrive any earlier. I'm a realist. However unless an issue is raised and handled then it slides by. Apple Australia is sliding by nicely at the moment.
What I am doing and you should do:
1. Dealing direct with Apple Australia on 133 622, press 9, ask for Customer Care (Angie, Natalie or Kylie). Get your W order number from the reseller first.
2. WRITE YOUR COMPLAINT and post to Apple Computer Australia, 16 Rodborough Road, Frenchs Forest NSW 2086. Be polite but clear. MUST BE WRITTEN TO REGISTER AS RECORDED COMMUNICATION, APPLE DON"T RECORD THEIR PHONE CALLS TO CUSTOMER CARE.
3. Noting all the information you hear and but stick to the facts. Be calm but clear that you are looking for a resolution.
4. Organising correspondence with all the Australian Mac User Groups (thanks Apple for the helpful list) to find others in the same boat. 1 person can be ignored, 30 make a bigger impact. Australia is a small market but that doesn't mean we should be ignored.
5. Asking Australians on this forum to PM me.
A final note of illustration. I asked the Apple person what they would think if they were buying a car and told it would be ready in three weeks. Then 3 weeks later calling dealership, who hadn't bothered to contact the customer, to be told another 3 weeks. 3 weeks later, customer having to call again, to be told another 3 weeks. I asked if the Apple Australia rep would call that acceptable, she said "no, i'd buy another car" ... she suggested a PC. I asked what vendor could sell me a PC that could run Mac OS X, FCP and Motion for professional work. She replied "Well ... yes ...".
Apologies for the long rant, but it serves as both first post for me and information for the community.
