I really don't expect any success or help by posting here, but maybe you guys will find this entertaining.
First for a little background, on August 10th of 2006 I purchased a Laptop from MacMedia (Apple reseller in Phoenix, AZ ). The computer was a demo model previously owned by the store manager and it was my third major purchase from the store. For several years I have purchased merchandise from them and have paid for service from this location and their Scottsdale store as well.
There are problems with any company, just a part of doing business - but I never had any reason to believe that it would actually become unresolvable and reach an impasse as it has. Anyway when I purchased the laptop I clearly asked as I was purchasing the computer if the 1 year warranty be effective from today or would I only have a few month left on my warranty? They enthusiastically confirmed that the warranty would be valid for 1 year, and they have a form to file this information with Apple corporate to change the date of purchase.
From mere hours after the purchase I had problems with the computer and its instability and constant problems with Kernal Panics, I worked around them as best I could until on December 20th when I diagnosed the problem myself, performed all the initial prep work and returned the computer and asked for it to be repaired. The hard drive and DVD drive of the computer were mechanically defective, the tech agreed and the parts needed to be replaced. This repair would obviously take a few hours - and there were other customers ahead of me and with the holiday season it was not unreasonable to expect the repair to take a week or so.
On Saturday Dec 23rd I called to check the status and see if thy needed any assistance from me, and they said that they hadn't even looked at it and would call me when it was ready. I said I would appreciate a call on Wed the 27th either way.
On Thursday the 28th I had not heard anything and I called to check in. They said that they needed to order parts from apple and it would be a few days - and they aren't sure that the computer would be covered by the warranty. Apple products carry a 1 year warranty, and I purchased the product from THIS EXACT COMPANY only 3 months prior. I explained that to them, and they said - "Oh, yeah. Then don't worry about it."
On Friday the 29th, I received a call from them and they said that they had tried to order the parts from apple - but that since the product was used by them as a demo model and the manufacturing data was over 1 year old - Apple actually says that the parts/repair isn't covered by the warranty. I explained that this just isn't acceptable, and calmly I asked how they would feel if they we're me. Obviously we discussed this when I purchased the computer, and there was a miscommunication in their store. I asked them to pull up the information in their customer database and get aggressive on this for me, The computer was dropped off over a week ago and nothing has happened at all - I expected that this would be resolved by now. They said it would be taken care of.
On Tuesday the 2nd, I called and checked to see if they were able to order the parts, I brought the associate on the other end of the phone up to speed and he was completely unaware of anything that was going on. At this point I was getting irritated and I mentioned that I would bring in Photocopies of all my paperwork in. Receipts and everything. That night I brought everything in and spoke to an employee named Dan. I again - explained the entire process to him and he assured me that everything would be taken care of. I asked to be called once they got the ball rolling so I could know when to expect the computer back. If for some reason, I just needed to buy Applecare at tis point I would - I just needed the laptop repaired.
On Wednesday the 3rd, I called, again and had to walk the associate thru the entire history of my situation. He mentioned that he would look into it and call me back. He did in fact call back and he mentioned that they needed the box that my computer was packaged in. Apparently they needed the UPC code to order the parts. My receipt isn't enough, The fact that I have been their customer isn't enough. They need the box. At this point I am entirely frustrated and I just needed to get thru this process and I told them that I would bring it by that night after work - but I felt this was absurd and I was tired of their stalling and lack of professionalism.
That night I stopped by the store, rexplained everything. Resolved the UPC/box issue, and I pleaded that they please fix the computer. Please call me tomorrow and let me know when the parts are ordered and when to expect to pick up the computer.
At 5pm on Thursday the 4th, I called and asked for a status update. They basically said they had no idea who I was or what was going on and they would have to call me tomorrow.
At 5pm on Friday the 5th. I called again and had to walk the associate thru the entire history of my situation. He mentioned that he would look into it and call me back. He did not.
At 11:30 am on Monday the 8th I called and asked for an update. They said that they didn't know. I sat on hold, and after about 10-15mins I asked to just be called back before 4pm or I would contact the local news stations and the BBB. He basically told me, "oh well - sucks to be you." and nothing has been done since then.
Honestly, I am understanding that sometimes mistakes happen, but I have asked time and time again very politely for them to call me back, and they don't do that, They have no follow thru, Days and Days pass without anything being done. Problems and communication issues in their company become my responsibility to resolve, and when I go in person to resolve issues I am confidently told that everything has been resolved - and then I am told by another employee that he has no idea who I am and he has no idea where my computer is.
I bought this computer, well within its one year warranty period. I depend on this computer to produce income for my business and my family, and I have been repeatedly proactive and generous in my communication and accommodation for their apathy and incompetence.
Any ethical company would just repair this laptop and either take the loss, Its unreasonable that I have all thge documenttation and my laptop has been ignored for the last month at the apple reseller where i bought it.
Anyone have any ideas? Ive called both apple and the reseller repeatedly and nothing. Ive updated my Date of Purchase quite a while ago http://www.apple.com/support/service/help/warrantycheck/dateofpurchase.html. I'm literally being ignored, and nobody gives a ****.
First for a little background, on August 10th of 2006 I purchased a Laptop from MacMedia (Apple reseller in Phoenix, AZ ). The computer was a demo model previously owned by the store manager and it was my third major purchase from the store. For several years I have purchased merchandise from them and have paid for service from this location and their Scottsdale store as well.
There are problems with any company, just a part of doing business - but I never had any reason to believe that it would actually become unresolvable and reach an impasse as it has. Anyway when I purchased the laptop I clearly asked as I was purchasing the computer if the 1 year warranty be effective from today or would I only have a few month left on my warranty? They enthusiastically confirmed that the warranty would be valid for 1 year, and they have a form to file this information with Apple corporate to change the date of purchase.
From mere hours after the purchase I had problems with the computer and its instability and constant problems with Kernal Panics, I worked around them as best I could until on December 20th when I diagnosed the problem myself, performed all the initial prep work and returned the computer and asked for it to be repaired. The hard drive and DVD drive of the computer were mechanically defective, the tech agreed and the parts needed to be replaced. This repair would obviously take a few hours - and there were other customers ahead of me and with the holiday season it was not unreasonable to expect the repair to take a week or so.
On Saturday Dec 23rd I called to check the status and see if thy needed any assistance from me, and they said that they hadn't even looked at it and would call me when it was ready. I said I would appreciate a call on Wed the 27th either way.
On Thursday the 28th I had not heard anything and I called to check in. They said that they needed to order parts from apple and it would be a few days - and they aren't sure that the computer would be covered by the warranty. Apple products carry a 1 year warranty, and I purchased the product from THIS EXACT COMPANY only 3 months prior. I explained that to them, and they said - "Oh, yeah. Then don't worry about it."
On Friday the 29th, I received a call from them and they said that they had tried to order the parts from apple - but that since the product was used by them as a demo model and the manufacturing data was over 1 year old - Apple actually says that the parts/repair isn't covered by the warranty. I explained that this just isn't acceptable, and calmly I asked how they would feel if they we're me. Obviously we discussed this when I purchased the computer, and there was a miscommunication in their store. I asked them to pull up the information in their customer database and get aggressive on this for me, The computer was dropped off over a week ago and nothing has happened at all - I expected that this would be resolved by now. They said it would be taken care of.
On Tuesday the 2nd, I called and checked to see if they were able to order the parts, I brought the associate on the other end of the phone up to speed and he was completely unaware of anything that was going on. At this point I was getting irritated and I mentioned that I would bring in Photocopies of all my paperwork in. Receipts and everything. That night I brought everything in and spoke to an employee named Dan. I again - explained the entire process to him and he assured me that everything would be taken care of. I asked to be called once they got the ball rolling so I could know when to expect the computer back. If for some reason, I just needed to buy Applecare at tis point I would - I just needed the laptop repaired.
On Wednesday the 3rd, I called, again and had to walk the associate thru the entire history of my situation. He mentioned that he would look into it and call me back. He did in fact call back and he mentioned that they needed the box that my computer was packaged in. Apparently they needed the UPC code to order the parts. My receipt isn't enough, The fact that I have been their customer isn't enough. They need the box. At this point I am entirely frustrated and I just needed to get thru this process and I told them that I would bring it by that night after work - but I felt this was absurd and I was tired of their stalling and lack of professionalism.
That night I stopped by the store, rexplained everything. Resolved the UPC/box issue, and I pleaded that they please fix the computer. Please call me tomorrow and let me know when the parts are ordered and when to expect to pick up the computer.
At 5pm on Thursday the 4th, I called and asked for a status update. They basically said they had no idea who I was or what was going on and they would have to call me tomorrow.
At 5pm on Friday the 5th. I called again and had to walk the associate thru the entire history of my situation. He mentioned that he would look into it and call me back. He did not.
At 11:30 am on Monday the 8th I called and asked for an update. They said that they didn't know. I sat on hold, and after about 10-15mins I asked to just be called back before 4pm or I would contact the local news stations and the BBB. He basically told me, "oh well - sucks to be you." and nothing has been done since then.
Honestly, I am understanding that sometimes mistakes happen, but I have asked time and time again very politely for them to call me back, and they don't do that, They have no follow thru, Days and Days pass without anything being done. Problems and communication issues in their company become my responsibility to resolve, and when I go in person to resolve issues I am confidently told that everything has been resolved - and then I am told by another employee that he has no idea who I am and he has no idea where my computer is.
I bought this computer, well within its one year warranty period. I depend on this computer to produce income for my business and my family, and I have been repeatedly proactive and generous in my communication and accommodation for their apathy and incompetence.
Any ethical company would just repair this laptop and either take the loss, Its unreasonable that I have all thge documenttation and my laptop has been ignored for the last month at the apple reseller where i bought it.
Anyone have any ideas? Ive called both apple and the reseller repeatedly and nothing. Ive updated my Date of Purchase quite a while ago http://www.apple.com/support/service/help/warrantycheck/dateofpurchase.html. I'm literally being ignored, and nobody gives a ****.
