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Fed up with Apple!
- Thread starter Backtothemac
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jxyama
macrumors 68040
sorry man. yeah, notification is a courtesy, but at the same time, i think it's fairly reasonably to expect several renewal notices these days... if you ever subscribe to a magazine, you will get no less than 3 notices of renewal...
and the service rep... that's just flat out wrong, if what you said are correct. i don't blame you at all, no one should be subjected to that kind of treatment as a paying (or formally paying 😀) customer...
and the service rep... that's just flat out wrong, if what you said are correct. i don't blame you at all, no one should be subjected to that kind of treatment as a paying (or formally paying 😀) customer...
A Couple Options here:
A) The Apple rep may have simply been an ass.
B) The Apple rep may have been having a bad day
C) The Apple rep may have been responding to your harsh tone
D) The Apple rep may have really not believed you since people have a habit of not believing excuses from people who have overdue bills. (I got chewed out by a Librarian once for a similar reason)
Regardless of the reason, thats really no excuse to stop using Apple computers, is it? Do you honestly think every Dell, Gateway, or IBM rep is nice and cheery to people complaining to them about overdue bills?
Get serious. This is borderlining on childish.
Just pay the stupid 99 bucks and be done with it!
I think you unknowingly made a good point. Apple really doesnt have to treat him as a paying customer because he isnt one. He didn't (and appears to not want to) pay the 99 bucks in time.
That would be like leaving a restaurant without paying and complaining about the service.
MacsRgr8
macrumors G3
Still, this guy is participating in these boards.... I would at least call him an "inetersted customer"...
Like he came into an Apple Store, looking around, asking serious questions, taking much interest in the merchandise...
But a sales guy thinks it's taking too long: BUY OR GET OUT!
iJon
macrumors 604
well if you have an apple rep than you are probably affiliated with apple in some way. which also means you are probably a member of Learn and Earn. and if thats so go do the .Mac course and get your free year. but you are throwing a huge hissy fit over this. should have payed more attention.
iJon
iJon
Taft
macrumors 65816
Its actually more like ComEd providing you electrical service, then they don't send you a bill, then they cancel your service because you didn't pay for it.
Its really a matter of caring for your customers. Sure, LEGALLY Apple can tell BTTM to go to hell, cut off his service and never speak to him again. But it's in Apple's (and most companies') best interest to give their customers some slack, especially when a customer who has never been late on a payment before says they didn't receive a bill.
Think about the electric company or a cellular service provider. If you've been a good customer and always payed your bills, they won't cut your service if you miss a payment. Realistically, with the cruddy mail service the USPS provides, many bills probably get legitimately lost in the mail. The companies know this and don't treat "first time offenders" like criminals in the interest of keeping business around.
Calling the customer a liar or harrassing him for not paying a bill is REALLY bad business. Most companies will only resort to this type of tactic after a person is really behind in their payments, or they are forced to turn the account over to a collection service.
There is no justifying this service rep's behavior. It was just wrong.
Taft
Yea, I am still reading. When I called the rep, asked him to explain to me why I had not gotten an email notifying me of the experation. He said I would have. I said, no sir, I did not. I get paid once per month, and now have to wait 3 weeks to get my email, which is my business mail. He said that there was nothing that could be done, and that it was my fault. I asked how it was my fault. He responded that it was my responsiblity to know the expiration date of the account.
I said sir, I understand that, but does apple not have the obligation to let me know since this is a paid service, and I am sure that they want to have as many customers as possible. He said that they do send the emails, and I knew I had gotten it. I responded, are you calling me a liar? He said if that is what you would like to call it. I said, please give me your supervisor, he hung up.
So, no this is a pattern that is developing with Apple that I have seen lately. I worked for Apple for 4 years, and was a Sales manager for a retailer for another 2 years. I have watched their customer service go to ****. My 22" Cinema had over 300 dead pixels, and they tried to claim that it was sparkel. It took sending the thing to them 3 times before they replaced it. So, I was without my monitor for over a month. It is stupid.
So, yea, my attitude right now is screw them. Awesome product, but their customer service is nightmarish right now. It wasn't always this way, but lately it is.
I said sir, I understand that, but does apple not have the obligation to let me know since this is a paid service, and I am sure that they want to have as many customers as possible. He said that they do send the emails, and I knew I had gotten it. I responded, are you calling me a liar? He said if that is what you would like to call it. I said, please give me your supervisor, he hung up.
So, no this is a pattern that is developing with Apple that I have seen lately. I worked for Apple for 4 years, and was a Sales manager for a retailer for another 2 years. I have watched their customer service go to ****. My 22" Cinema had over 300 dead pixels, and they tried to claim that it was sparkel. It took sending the thing to them 3 times before they replaced it. So, I was without my monitor for over a month. It is stupid.
So, yea, my attitude right now is screw them. Awesome product, but their customer service is nightmarish right now. It wasn't always this way, but lately it is.
Yep. I agree that the Apple rep could have been just being an ass. (see my post a couple posts up)
He should still just pay the 99 and problem solved.
He should still just pay the 99 and problem solved.
It is a matter of being between checks and locked out of an email account that I have had for nearly three years. Now, all of my business email is being bounced. Not good.
MacsRgr8
macrumors G3
This is the important bit.
Maybe he really "knew' you had gotten, it... but he should also 'know" that it is very possible something went wrong, like you accidentaly trashed it, or your Mac crashed.. I don't know, many possibilities.
The bottom line is: They WANT you to pay, you WANT to keep using their services.... They should be confident they have have done everthing in their powers (practically speaking, ofcourse) to let you know that you're account is going to be expired in the near future. Thus giving you EVERY opportunity to extend your membership.
Then you got this complete ar** on the phone, probably with domestic problems or so....
I feel for you, Backtothemac.
But please, give your name justice! Don't let one f*ckup knock you over to the dark, and much unhappier side....
LethalWolfe
macrumors G3
When you call does it show in their computers who the last rep was to access your account? If so I'd call back, get that persons name/number and contact their supervisor. That person should not have hung up on you when you asked for their supervisor. Also, that rep sounds like a noob. The more the deal w/customers the better you should get at politely calling them liars. 😉
Anyway, I don't see what got this guy's panties in a wad. It wasn't like B2TM was trying to get something from Apple he just wanted to know why his account was closed seemingly w/o notice (and I assume re-open it). The rep should have apologized for the inconvience of having the account closed and that he would check w/the .Mac department (you know what I mean) to make sure their "autonotification" system is running fine. Apologize again to B2TM and then take his $99. 🙂
Lethal
Anyway, I don't see what got this guy's panties in a wad. It wasn't like B2TM was trying to get something from Apple he just wanted to know why his account was closed seemingly w/o notice (and I assume re-open it). The rep should have apologized for the inconvience of having the account closed and that he would check w/the .Mac department (you know what I mean) to make sure their "autonotification" system is running fine. Apologize again to B2TM and then take his $99. 🙂
Lethal
If your email is very important to your business, then all the more reason to pay the 99 bucks.
You really have to wait until you get paid to fork over less than 100 dollars? How do you eat? Not trying to be mean, but if its for your business, take it out of petty cash or something.
I can see why the rep was upset because there was literally nothing he could do for you. You have to pay to play. It isnt his fault (or Apple's) that the email wasnt read by you. If the email wasn't sent by Apple, then that sux. But you still owe 99 bucks.
You have to be in his shoes for a sec- You're a guy calling and complaining that your account has been deactiviated because you didnt know it was time to pay the bill. He's probably thinking you are just irresponsible, and his job is to tell you to pay it. Then you get defensive by saying, "are you calling me a liar?" and he gets fed up and hangs up.
Good customer service? -well not really, but I probably would have hung up on you too for being rude, especially when its you trying to get a favor. But it doesnt warrant getting all upset about it when the bottom line still is you didnt pay your bill. What did you expect him to do? Give you 1 month free to wait until you get paid? According to them, they sent you an email, and its your responsibility to know when it expires anyway.
You really have to wait until you get paid to fork over less than 100 dollars? How do you eat? Not trying to be mean, but if its for your business, take it out of petty cash or something.
I can see why the rep was upset because there was literally nothing he could do for you. You have to pay to play. It isnt his fault (or Apple's) that the email wasnt read by you. If the email wasn't sent by Apple, then that sux. But you still owe 99 bucks.
You have to be in his shoes for a sec- You're a guy calling and complaining that your account has been deactiviated because you didnt know it was time to pay the bill. He's probably thinking you are just irresponsible, and his job is to tell you to pay it. Then you get defensive by saying, "are you calling me a liar?" and he gets fed up and hangs up.
Good customer service? -well not really, but I probably would have hung up on you too for being rude, especially when its you trying to get a favor. But it doesnt warrant getting all upset about it when the bottom line still is you didnt pay your bill. What did you expect him to do? Give you 1 month free to wait until you get paid? According to them, they sent you an email, and its your responsibility to know when it expires anyway.
That is fine, exept I did not delete the mail. I have every email sent to me for the last three years. So it isn't in there, and wasn't deleted.
They did not send it, and I am trying to verify why with Apple right now.
Yea, I am that broke. I just paid 1800 for my wifes tuition for school, and had to put 1200 into my car. So, that pretty much tapped me out until the next pay check.
They did not send it, and I am trying to verify why with Apple right now.
Yea, I am that broke. I just paid 1800 for my wifes tuition for school, and had to put 1200 into my car. So, that pretty much tapped me out until the next pay check.
MacsRgr8
macrumors G3
There must be some way for Apple to show that they really did send those emails.
AFAI can tell, it's your word against theirs: You insist you didn't receive the emails, they claim they did send them.
Somebody's right.
But stating you keep all your emails isn't watertight, but they can prove the emails were sent.... not received, though. Oh well, I don't know.
My advice; forget the matter of "what went wrong", and try to settle this....
Good luck, man.
AFAI can tell, it's your word against theirs: You insist you didn't receive the emails, they claim they did send them.
Somebody's right.
But stating you keep all your emails isn't watertight, but they can prove the emails were sent.... not received, though. Oh well, I don't know.
My advice; forget the matter of "what went wrong", and try to settle this....
Good luck, man.
patrick0brien
macrumors 68040
-MacsRgr8
Absolutely. It's time to just 'work the problem'. We can yell bi** and moan until we're out of breath. But then we would still have the problem, but winded.
Rezet
macrumors 6502a
Re: Re: Re: Fed up with Apple!
Dude, seriously. With your attitude, the response from the support was too kind...
It is your responsibility and not theirs. Just because you are not organized and don't pay attention to log out warnings, doesn't mean apple has to hang itself...
Dude, seriously. With your attitude, the response from the support was too kind...
It is your responsibility and not theirs. Just because you are not organized and don't pay attention to log out warnings, doesn't mean apple has to hang itself...
Re: Re: Re: Re: Fed up with Apple!
You know what my attitude is fine. Don't really know where you are coming off attacking me personally. So, lets clear things up shall we sport?
Organized. Yea, Father, husband, worker, student. Much going on. 2. NEVER GOT A WARNING HOW MUCH CLEARER CAN I MAKE THAT!
You know what my attitude is fine. Don't really know where you are coming off attacking me personally. So, lets clear things up shall we sport?
Organized. Yea, Father, husband, worker, student. Much going on. 2. NEVER GOT A WARNING HOW MUCH CLEARER CAN I MAKE THAT!
Re: Re: Re: Re: Re: Fed up with Apple!
Don't really have time to. The thread wasn't about me needing money to pay for .Mac, it was how Apple has consistantly allowed their customer service to degrade to the point that warning emails are not reaching their destination, but that is about normal with all of the .Mac outages that have occured since it went to a pay service.
Don't really have time to. The thread wasn't about me needing money to pay for .Mac, it was how Apple has consistantly allowed their customer service to degrade to the point that warning emails are not reaching their destination, but that is about normal with all of the .Mac outages that have occured since it went to a pay service.
iJon
macrumors 604
Re: Re: Re: Re: Re: Re: Fed up with Apple!
iJon
i don't think its bad. the past month i have seen ads for free games, money off the apple store, big letters on the .mac page saying renew now. i advise you when you get your paycheck to go pick up 2 boxes so you dont encounter this again.
iJon
hulugu
macrumors 68000
I'm not sure what happened...
The thing is I've talked to the Apple Reps three times since I bought my Powerbook and they've always been very helpful. And frankly, BTM from working in customer service back in the day I've found that customers can be extremely rude, abusive and outright illogical. Is it possible you called with a chip on you shoulder?
Don't get me wrong the Apple Rep could havve been a total jackass and you were as nice as you could be, but I would seriously consider whether I went off on someone before I get furious with the entire company. As for the service it would have been very nice for them to send you a warning 30 days before the expiration either through your .mac account or by snail-mail, but they are not required to do so and frankly I don't mind being entirely reponsible for all of my own bills and systems. I don't think you should need your hand held.
The thing is I've talked to the Apple Reps three times since I bought my Powerbook and they've always been very helpful. And frankly, BTM from working in customer service back in the day I've found that customers can be extremely rude, abusive and outright illogical. Is it possible you called with a chip on you shoulder?
Don't get me wrong the Apple Rep could havve been a total jackass and you were as nice as you could be, but I would seriously consider whether I went off on someone before I get furious with the entire company. As for the service it would have been very nice for them to send you a warning 30 days before the expiration either through your .mac account or by snail-mail, but they are not required to do so and frankly I don't mind being entirely reponsible for all of my own bills and systems. I don't think you should need your hand held.
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