Furious with Apple

[quasimoto]

I don’t understand how they’re being unhelpful. They are going to fix it under the warranty and are even going as far as replacing the whole Mac which they’re not even obligated to do but like they said, because it’s “Built To Order”, they can’t just magically put one together for you in the back. If you use this Mac for work and make you money on it, it’s really ON YOU if you don’t have a Time Machine backup or have your stuff on cloud services.

Otherwise, like someone else suggested, consider just buying another Mac to use while they repair yours and just return it within 14 days. There’s nothing unethical about that, they still make their money at the end of the day. It’s okay to be frustrated, s**t happens, but even Apple isn’t susceptible to defects, but this posts comes across as someone that feels entitled.

 

[kingjames1970]

Not clear, you said they would replace it, but since it is BTO they have to order it, is that not acceptable?

Sorry if not clear. The physical store said if they had it in stock they would replace it. But because it was BTO I would need to speak to the online store so they could send me one - I would have been more than happy with that. The Genius said he would upload his notes and my error logs and messages to support my case. When I phoned the online store they basically told me to get lost and I should go back to the physical store to get a repair!

The physical store agreed with most of the points I have made here and that it should be replaced and the online store didn't. As I bought online, I'm stuck.
[doublepost=1490324391][/doublepost]

I don’t understand how they’re being unhelpful. They are going to fix it under the warranty and are even going as far as replacing the whole Mac which they’re not even obligated to do but like they said, because it’s “Built To Order”, they can’t just magically put one together for you in the back. If you use this Mac for work and make you money on it, it’s really ON YOU if you don’t have a Time Machine backup or have your stuff on cloud services.

Otherwise, like someone else suggested, consider just buying another Mac to use while they repair yours and just return it within 14 days. There’s nothing unethical about that, they still make their money at the end of the day. It’s okay to be frustrated, s**t happens, but even Apple isn’t susceptible to defects, but this posts comes across as someone that feels entitled.

I obviously wasn't clear. I would have happily accepted a bto replacement and waited for it. The physical store agreed with me, the online store wouldn't budge. I have plenty of backups - raid, cloud and offsite on HD. It's really about the unhelpful attitude from the online store that made me cross. Mostly because that's not the Apple I know. I honestly don't think that expecting a three grand computer to work well after three months is an entitlement issue. I've obviously made a pigs ear of explaining my situation.

 

[quasimoto]

I think if the store gave you that expectation that they'd replace it, you should hold them to that. If the online store isn't honoring replacing the unit, ask for a higher level rep who can actually get things done and tell them which store you worked with.

 

[kingjames1970]

I think if the store gave you that expectation that they'd replace it, you should hold them to that. If the online store isn't honoring replacing the unit, ask for a higher level rep who can actually get things done and tell them which store you worked with.

Unfortunately that's what I did later on and got nowhere. I've emailed the business team at that store (who are always trying to sign me up) to see if they can oil the wheels.

 

[Mindinversion]

Go back to the store. Call Apple. When they give you a hard time, let phone support talk to the store.

 

[Lobwedgephil]

Sorry if not clear. The physical store said if they had it in stock they would replace it. But because it was BTO I would need to speak to the online store so they could send me one - I would have been more than happy with that. The Genius said he would upload his notes and my error logs and messages to support my case. When I phoned the online store they basically told me to get lost and I should go back to the physical store to get a repair!

The physical store agreed with most of the points I have made here and that it should be replaced and the online store didn't. As I bought online, I'm stuck.
[doublepost=1490324391][/doublepost]
I obviously wasn't clear. I would have happily accepted a bto replacement and waited for it. The physical store agreed with me, the online store wouldn't budge. I have plenty of backups - raid, cloud and offsite on HD. It's really about the unhelpful attitude from the online store that made me cross. Mostly because that's not the Apple I know. I honestly don't think that expecting a three grand computer to work well after three months is an entitlement issue. I've obviously made a pigs ear of explaining my situation.

Gotcha, I would have the store order it, they did that for me.

 

[Fishrrman]

OP wrote:
"I'm going to consider that an option if my business contact can't give me a loaner or help me out in some way."

Am I to understand that the problem MBPro is currently your only Mac?

Seems to me that one who "uses a computer for income" should ALWAYS have a fully-functional BACKUP computer close-at-hand, for instances such as the one you're experiencing now.

Even if it's just an old one.
Anything that can run in an emergency...

 

[kingjames1970]

OP wrote:
"I'm going to consider that an option if my business contact can't give me a loaner or help me out in some way."

Am I to understand that the problem MBPro is currently your only Mac?

Seems to me that one who "uses a computer for income" should ALWAYS have a fully-functional BACKUP computer close-at-hand, for instances such as the one you're experiencing now.

Even if it's just an old one.
Anything that can run in an emergency...

No I also have an older iMac and MacBook Air. I'm just having eye problems at the moment so really want/need retina and a bigger screen when portable.

They've been in touch to offer a quick, priority repair. If I'd been offered that (bit of understanding) yesterday, I don't think I would have been anywhere near as upset. That's a bit more like the Apple I know - who will try and help you and give you a more personal service. A big +1 from me for them coming back to me with help.

I'll accept it and move on.

As an aside...
I don't think I'll come near the forum in the future for any advice on issues like this. 1) I don't think I explained myself properly 2) It's not a place to vent 3) Without winding anybody up or breaking forum rules - I think some people are a little quick to give you a lecture or say you're making a fuss about nothing. I don't think it's wrong to hold Apple to higher standards when they have built a reputation on them and charge a premium for their products – they've always been very helpful in the past and I was feeling disappointed.

 

[leman]

I don't think it's wrong to hold Apple to higher standards when they have built a reputation on them and charge a premium for their products – they've always been very helpful in the past and I was feeling disappointed.

All true, but at the same time, its also not very appropriate to get very upset when your very high expectations do not get fulfilled

It's not a place to vent

Amen to that.

 

[snaky69]

So, I'm new to this stuff going wrong with Apple kit.

I've had lots of unexplained shutdowns and loss of bluetooth connection with my 15" 2016 MacBook Pro. I've had my LG 5K replaced so that's not it! After a complete wipe and reinstall, I had a massive crash today (application memory?!). So phoned Apple care and definitely seems like hardware. They got me to go to the nearest store in the UK.

In store they said I had done everything they could and wanted to take it in for repair. I told them that couldn't happen as I have lots of work on and I wasn't happy with a £3k laptop going t*ts up after such a short while. After a fuss they told me they would replace it but because it was a BTO they couldn't. They said to phone the online store (where I got it) and they would update my notes and they would replace it.

Long story short, they would only take in for repair. I've got loads of work on, a faulty Mac and I have no idea what to do next. I can't afford to lose the freelance work that sending it in would mean. Anybody any idea what rights I have or what I can do?!

I'm so furious with them just now. Up until now I've considered Apple customer care to be first rate. Now I'm really regretting my MBP purchase.

You do freelance work with no backup machine? That's more your fault than anyone else's.

Nobody buys a Ferrari as their only car and then complains when it eventually breaks down.

Even the best designed machines can have duds, that happens with mass production.

 

[EnderBeta]

I probably would let them fix it, and while it was in service, I'd fall back on whatever computer you used before you bought the Macbook. Or, ask them for a loaner while your computer is being repaired. I'm like the other poster; what exactly do you want them to do? Sounds to me like they're trying to help you, but any route they take is going to cost you some time. No fault of theirs.

P.S. I have no clue what "Apple kit" is. Can you tell us what that is??

Kit is slang I have heard used by several other British people. I believe he means the machine itself.
[doublepost=1490374828][/doublepost]I'm not surprised they had to order the BTO machine. They don't have the machines in stock. The basic configurations they have sitting in boxes waiting to sell or use as replacements.

Please remember these machines no matter how expensive they are where made by man. We make mistakes. It wasn't intentional. Apple with resolve the problem as quickly as they can.

This is why I keep spare machines. Remember one is none and two is one. Best of luck.

 

[SDColorado]

Unfortunately that's what I did later on and got nowhere. I've emailed the business team at that store (who are always trying to sign me up) to see if they can oil the wheels.

I was going to suggest that. I am glad you contacted them and at least offered a priority service to you. Hopefully the turn around time is sufficient for your needs and you are problem free from here on out. If not, I hope they offer a good will replacement after an attempted repair.

 

[kingjames1970]

I was going to suggest that. I am glad you contacted them and at least offered a priority service to you. Hopefully the turn around time is sufficient for your needs and you are problem free from here on out. If not, I hope they offer a good will replacement after an attempted repair.

Thanks! I really appreciate that.

If I can figure out how to connect my LG 27UD88 4K to my late 2013 iMac I'm at least ok at home! My MacBook Air will somehow need to do for a few days when out and about.

 

[camhabib]

Love when people go "but I've spent $xxx thousand with you" as if the amount they spend somehow makes their problem worse or entitles them to a higher level of service.

 

[kingjames1970]

Love when people go "but I've spent $xxx thousand with you" as if the amount they spend somehow makes their problem worse or entitles them to a higher level of service.

The whole principle of air miles etc is based on a higher level of service depending on how much you spend. You might not get a 'coffee' card to collect Mac/iPad/iPhone points on but believe me, most businesses understand the economics of that very well. Loyalty has a value and the Apple Store manager agreed - he would have swapped my machine based on that premise. I don't consider my problem worse than anybody else's but I expected more willingness to help from the online store and lesson learned - I'll buy from the store from now on if I can.

On a similar principle, that's why the manufacturers will send somebody out to check my car if it breaks down rather than sending me to a garage for a certain period of time - simply (and without being funny about it) it's an expensive car and that value and service is baked in. With Apple, until yesterday with my online experience, I always felt the same way. Their attempts to put it right now, proves that Apple will follow up with valued customers in a way that cheaper/bulk unit shifters won't.

I won't reply further, because I'm getting a bit sick of the snarky comments tbh.

 

[camhabib]

As someone who once upon a time worked for Apple, the amount spend has no impact on how you're treated or the action taken by employee, managers or otherwise. Any indication by an employee otherwise is nothing more than an effort to make you feel like the prettiest princess at the ball while still treating you just as everyone else.

Further, if you're going to come on to a forum and not expect feedback after ranting about being "furious" that Apple won't just pull a custom order laptop magically from the back room for you or let you return it after the period has ended, you've probably got a few more surprises coming for you in life.

 

[haydn!]

On a similar principle, that's why the manufacturers will send somebody out to check my car if it breaks down rather than sending me to a garage for a certain period of time - simply (and without being funny about it) it's an expensive car and that value and service is baked in.

You're analogy is flawed and still doesn't justify you're expectation that Apple should treat you differently. I'll explain why.

You're right that when you buy a premium product, whether thats a car or computer, that it should come with a premium level of service. And in both cases, your car and computer do.

The car dealers service is to send someone to your door to fix issues - a better level of service than you'd get if you bought a car half the price. Apples's premium service is to offer in a free in-store repair and support service that can handle a large chunk of issues - a service unique not only amongst tech manufacturers, but many retailers too who all too often rely solely on shipping your device to some repair centre for several days.

You're analogy is based on a comparison between a single premium and non-premium product. Yet you're expectation from Apple is based on the fact you bought multiple products from them.

If you bought two of the same car from that dealer, would they send two mechanics if only one of your cars broke down? No, yet by sending one mechanic to your door, they're still be offering you a premium service compared to cheaper dealers.

What you're asking for from Apple, is recognition you spent more money than someone else. But if you break it down, you paid the same price for your MacBook as everyone else - but you want to be treated differently, that expectation is wrong.

In both cases, the premium service is baked into the individual product you buy, not the amount you spend with the retailer/dealer. I mean, imagine if you went cheap and bought a plastic laptop, feature phone and nasty smart watch - and two of the three broke and the retailer told you could only have one fixed because you simply didn't spend enough money with them.

 

[holden j caufield]

This is life, Apple made a very good attempt to fix your problem. If your business and time is worth a lot to you, you need to have a backup machine. That being said for Thinkpads at work we pay something like $300 extra for next day business support. They send a technician and part to your home or office and get it fixed then. I also understand your premium that you payed a lot and expect it to work. But hey a lot more expensive cars go tits up and they don't replace it on the spot.

 

[CaptRB]

Regardless of your opinion, a £3k computer shouldn't be failing within 3 months. Yes I have high expectations but that's one reason why I have always bought into Apple and their ecosystem. I guess my anger has turned to disappointment. The Apple of old would always try and help - even if they had said they would try and rush the repair, I would have felt better about it. Loyalty should be rewarded, I'm surprised you think that is wrong. It's a pretty common business practice.

I can appreciate your frustration. But and expensive product might improve reliability, but doesn't insure it. I own two watches. One is cheap and the other costs a truly silly amount of money. The latter needed service and the "cheap" watch is still ticking.

And so it goes with computers. My 15" touch bar is great, but it could melt under my fingers at any moment! That's the nature of highly complex devices.

If it fails it's under warranty. Apple can fix or replace and that's the end of it. They don't "owe" me more than what is described in the warranty and my expectations are set accordingly. The fact that I own Apple stock or an Apple II+ with 48K doesn't mean a thing.

Again, it's nice to get special treatment and we all know stories where Apple tends to go further than many other companies for customers. But they can't do it all of the time and I don't see that they've been unfair with you at all. Get it fixed and move on.


R.

 

[smallcoffee]

Was really wanting them to swap it out. I don't think that's unreasonable considering it's only a few months old. Would be the easiest solution and the store would have done it (I think realising I've spent about £7k in the last year on my iPhone 7, 2 x iPad etc etc!) I guess I'll have to drop back to an old Mac, hugely irritating tho.

So, from a pretty unbiased perspective they literally don't have your built to order Mac in the store, so they can't swap it out. I'm sure they'll give you a loaner.

 

[SDColorado]

But and expensive product might improve reliability, but doesn't insure it. I own two watches. One is cheap and the other costs a truly silly amount of money. The latter needed service and the "cheap" watch is still ticking.

I hear you on that. I have a fairly expensive watch that I inherited from my father. I have given up on trying to keep it running, because it just keeps failing, no matter where I take it for repair. It's an expensive paperweight with some emotional attachment, but a lousy watch. I have a fairly cheap Sieko I have had for like 10 years and it's only every needed s battery or two.

The Mac I personally had the most problems with was a 15" MacBook Pro model I purchased in 2007. If I was going to go solely on my own personal experiences, I would say THAT was the worst MacBook Pro model Apple ever made. Followed by my 13", which has had two display replacements. But I am sure neither statement is true outside of my personal world

 

[iNarcoleptic]

Do you not have business interruption insurance?

 

[kingjames1970]

They expedited repair because I needed it back badly and I managed ok with my iMac and MBA. (Although it is amazing how horrible (even though they are good!) the 2013 iMac and MBA screens seems compared to retina – there really is no going back.) The attitude was different and more like the Apple I know - I probably just had a bad 'phone experience'. The store was great and would have helped me out more if if I'd bought directly rather than online.

Simple examples - I went in my my iPhone 4 for a screen replacement after I dropped it, the Genius looked up my Apple ID and replaced it for free and actually said it was because I was such a good customer. I was of course going to pay because it was absolutely my fault but they did me a favour and I really appreciated it and I asked to speak to the store manager to thank him personally. My 2010 iMac screen failed 9 months past warranty - they paid for the parts and I paid for the labour, just because I asked politely. With all the Apple products I have ever purchased for myself or on behalf of companies, they have had a remarkably small failure rate anyway and when anything has happened on that rare occasion, they have been fantastic at sorting it out.

So for all the reasons stated and despite what anybody says or analogies, my experience of Apple since 1989 - has been that they don't always hold true to warranty conditions and will often go the extra mile to help you out in certain circumstances. And having met and worked with quite a few very senior Apple people, I have heard that from their own mouths. I didn't set Apple's customer service bar high - they did. And I was probably more shocked and surprised than actually furious. If they'd said, we need to repair it but we'll be 'as quick as possible as you're busy' rather than 'it will probably be 12 days', I wouldn't have felt the way I did. Or for 'normal' companies, I probably wouldn't even have thought twice about it.

Can we let this thread die now please?!

 

[CaptRB]

It's dead, Jim.

 

[Porkchop Sandwich]

They expedited repair because I needed it back badly and I managed ok with my iMac and MBA. (Although it is amazing how horrible (even though they are good!) the 2013 iMac and MBA screens seems compared to retina – there really is no going back.) The attitude was different and more like the Apple I know - I probably just had a bad 'phone experience'. The store was great and would have helped me out more if if I'd bought directly rather than online.

Simple examples - I went in my my iPhone 4 for a screen replacement after I dropped it, the Genius looked up my Apple ID and replaced it for free and actually said it was because I was such a good customer. I was of course going to pay because it was absolutely my fault but they did me a favour and I really appreciated it and I asked to speak to the store manager to thank him personally. My 2010 iMac screen failed 9 months past warranty - they paid for the parts and I paid for the labour, just because I asked politely. With all the Apple products I have ever purchased for myself or on behalf of companies, they have had a remarkably small failure rate anyway and when anything has happened on that rare occasion, they have been fantastic at sorting it out.

So for all the reasons stated and despite what anybody says or analogies, my experience of Apple since 1989 - has been that they don't always hold true to warranty conditions and will often go the extra mile to help you out in certain circumstances. And having met and worked with quite a few very senior Apple people, I have heard that from their own mouths. I didn't set Apple's customer service bar high - they did. And I was probably more shocked and surprised than actually furious. If they'd said, we need to repair it but we'll be 'as quick as possible as you're busy' rather than 'it will probably be 12 days', I wouldn't have felt the way I did. Or for 'normal' companies, I probably wouldn't even have thought twice about it.

Can we let this thread die now please?!

So what I surmise, from your own words, is that you have been very appreciative of the fact that Apple has gone above and beyond on several occasions for you. That’s fantastic and your gratitude is well founded..good on Apple!

With that said, the second Apple doesn’t tell you that you’re special and “stop everything to fix your machine, NOW.”.you throw a hissy fit.

Nice : )