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I'm done with Apple; they ignored me and my new MacBook Pro

A

AintNoSuchThing

macrumors newbie
Original poster
Oct 25, 2015
8
4
I'm very angry right now. I've been an Apple fan for 10 years, and I have never felt so betrayed. So here is my story:

I bought a MacBook Pro during the holiday season, and my my... I don't want to mention the issues because we've been hearing about it on the daily. But the battery life + random graphics glitch + I got computer shut down 4 times (I couldn't even turned it on back, it just turned on by itself after 10-15 min). Heck, even my "g" key is stiff to press on as I type this.

So I decided to return it. As per Apple's extended return policy, the last return date is January 8. To make sure, I even checked my Apple account, and it shows that the last day for return is January 8. There was a return button. So I left my MacBook at home and went traveling, and returned back on January 7.

In the morning of January 8, I opened my Apple's Order Status page. To my surprise, there was no return button anymore! I immediately went to getsupport.apple.com to chat with an Apple representative. The gal went over my account and confirmed that the return button disappeared. She asked me if I wanted to talk to the sales support team to ask for a return, I said yes. But then, we realized that the sales team doesn't work on Sunday (I live in Europe). So she told me that I should talk to them tomorrow and present them the case number. To be careful, I even downloaded the conversation to my email.

The next day, I called the sales team, and the representative said: "I'm sorry sir, but your return window is already closed". I argued that 1) it's not my fault that the return button on the Apple website disappeared 2) the sales team doesn't work on Sunday 3) I already talked to the Apple Support. She said "okay, I'm going to hand over the case to my manager, so you should receive an email from them at the end of the day".

I waited and waited... no email. This is the 2nd day, it's almost 4 PM and still no email from them. So I'm just going ahead to assume they are completely ignoring me.

This is really disgusting. I mean, yeah, they definitely don't want me to return the machine because they'll lose revenue. But at least send an email, or give me a phone call and say something. "Please bring the machine to an Apple Store and we could try to fix it" would probably do it for me. But they just... they just ignored me completely. They were happy when I paid my cash and after that I no longer matter to them. It's a shame, because I planned to buy an iMac and the new iPad Pro coming up this March. Even the rumored iPhone 8.

Okay fine Apple, if you don't want me as a customer anymore, so be it. As for the MacBook Pro, I'd just probably sell it on eBay. /End of rant.
 
Do you live near an apple store? Try to return it today -- if you ask nicely, the managers can override the past return date.
 
So you haven't really given them a chance to sort this out and your are throwing your toys out of the pram. If they don't sort this out to your satisfaction in the next week or two then fair enough, have a whinge but seriously you are behaving like a child at the moment.
 
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I get the frustration but you should give them a little more time to get back to you. I've noticed plenty of services/companies that say they'll reply within a certain window and then reply later. They're just people working in offices and your request might be on the back burner or something.

Still not a reason to not buy the stuff you were planning on buying. Don't buy stuff to show loyalty to a company that doesn't give a **** about you, buy stuff cause you need it or want it.

And don't wait till the last second next time.
 
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Wreckus said:
What I don't get is that you waited until the last possible day to return it when you didn't need to. Why not just go to the Apple store or click the return button when you are having these issues?
Click to expand...

Exactly. I feel like this more so buyers remorse and there's nothing wrong with his machine.
 
look, apple is not going to sweat a few days, especially with documented attempts to return. i'm sure they will accept the return. the original poster needs another vacation from his/her vacation.

if something like this is what will make you abandon a platform, then by all means enjoy the windows platform. apple provides some of the best service in the computer business but they're not perfect.

but there are plenty windows fans (ie wreckus) and vendors the OP can choose from if indeed "i'm done with apple"

mac fans pretty much just pray apple gets it right. they don't always but once in a while they knock it out (iphone4s, macbook air).

my 13" ntb mbp is great... quality construction, battery, screen, speed, etc. costs $250 too much but that's the price of being an early adopter

if after all the emotion is worked out and you still like mac os, just buy one that's vetted. those of us who like the newest toys usually are prepared to return some lemons
 
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If you were unhappy, why did you wait until the very last day to initiate a return?
Kinda like gamblin' -- you have to be able to lose.

Try taking it to an Apple Store RIGHT AWAY (like, "today").
They may accommodate you.

If you'd like to stay with the Mac OS, I suggest you get a 2015 model MacBook Pro instead. They are still in the active product lineup, can be special ordered with custom options, and remain highly usable Macs. I bought one myself.

Otherwise, as the fellow above said, "enjoy windows"... ;)
 
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Now first of all, there are no Apple Store in my town. I can't just "go there" and return my unit.

Secondly, some of you said hit the return button... Did you even read my case? I said it was Apple's technical fault that the return button didn't appear.

Third, some of you blamed me for returning it on the last day. So what? It's not like I'm working on an dissertation or something and the deadline is today. If Apple advertise the extended return window to be January 8, then make damn sure that the return window is January 8. Otherwise, it's false marketing.

Fourth, it is the end of 2nd day now. I even laughed that some of you defended Apple for a long reply. What's the issue here? If they are willing to help me return it's a pretty damn easy decision. I bet if I call them back again in a few days they'd go with "it's outside of return window sir" again.
 
AintNoSuchThing said:
... and I have never felt so betrayed.
Click to expand...
That, I feel, is the root of the problem for many users here. You have placed either Apple or its products on a pedestal and now you feel they have failed to acknowledge your veneration.

AintNoSuchThing said:
Okay fine Apple, if you don't want me as a customer anymore, so be it.
Click to expand...
And this is one likely conclusion one would reach after feeling betrayed.

I could attempt to explain more, but, somehow, I fear my words would fall on deaf ears.
 
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If you've "never felt so betrayed" and this is all that's happened, then look out ... life's got some more surprises for you. Buckle up.

I also get that you're upset, but taking it out on respondents to your topic won't solve anything. You posted this thread to a public forum, so the variety of responses you've been getting should come as no surprise.
 
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AintNoSuchThing said:
I'm very angry right now. I've been an Apple fan for 10 years, and I have never felt so betrayed. So here is my story:

I bought a MacBook Pro during the holiday season, and my my... I don't want to mention the issues because we've been hearing about it on the daily. But the battery life + random graphics glitch + I got computer shut down 4 times (I couldn't even turned it on back, it just turned on by itself after 10-15 min). Heck, even my "g" key is stiff to press on as I type this.

So I decided to return it. As per Apple's extended return policy, the last return date is January 8. To make sure, I even checked my Apple account, and it shows that the last day for return is January 8. There was a return button. So I left my MacBook at home and went traveling, and returned back on January 7.

In the morning of January 8, I opened my Apple's Order Status page. To my surprise, there was no return button anymore! I immediately went to getsupport.apple.com to chat with an Apple representative. The gal went over my account and confirmed that the return button disappeared. She asked me if I wanted to talk to the sales support team to ask for a return, I said yes. But then, we realized that the sales team doesn't work on Sunday (I live in Europe). So she told me that I should talk to them tomorrow and present them the case number. To be careful, I even downloaded the conversation to my email.

The next day, I called the sales team, and the representative said: "I'm sorry sir, but your return window is already closed". I argued that 1) it's not my fault that the return button on the Apple website disappeared 2) the sales team doesn't work on Sunday 3) I already talked to the Apple Support. She said "okay, I'm going to hand over the case to my manager, so you should receive an email from them at the end of the day".

I waited and waited... no email. This is the 2nd day, it's almost 4 PM and still no email from them. So I'm just going ahead to assume they are completely ignoring me.

This is really disgusting. I mean, yeah, they definitely don't want me to return the machine because they'll lose revenue. But at least send an email, or give me a phone call and say something. "Please bring the machine to an Apple Store and we could try to fix it" would probably do it for me. But they just... they just ignored me completely. They were happy when I paid my cash and after that I no longer matter to them. It's a shame, because I planned to buy an iMac and the new iPad Pro coming up this March. Even the rumored iPhone 8.

Okay fine Apple, if you don't want me as a customer anymore, so be it. As for the MacBook Pro, I'd just probably sell it on eBay. /End of rant.
Click to expand...

THIS HAPPENED TO ME WITH IPHONE 7!

The return button disappeared.

Then I went to Apple Store and they were very gracious and nice. She said its past the return window and a manager had to sign but that it was absolutely no problem at all. She barely even mentioned it.

But I was like ummm isn't it 14 days? I thought I was within the window.
[doublepost=1484067663][/doublepost]
duervo said:
If you've "never felt so betrayed" and this is all that's happened, then look out ... life's got some more surprises for you. Buckle up.

I also get that you're upset, but taking it out on respondents to your topic won't solve anything. You posted this bread to a public forum, so the variety of responses you've been getting should come as no surprise.
Click to expand...

He might not have a meant that literally or maybe he's surrounded by good people?

I think you missed the whole point of the thread to be honest.

IMO, what you should've gotten out of this is that Apple needs to fix this mans problem and make it easier for him.
 
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Not trying to be rule but this sounds like my GF hasn't replied my text in 2 days she doesn't love me anymore.
 
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AintNoSuchThing said:
I'm very angry right now. I've been an Apple fan for 10 years, and I have never felt so betrayed. So here is my story:
Click to expand...
Is there any way you can bump up the call to a supervisor? Providing evidence that the return windows for you has not closed?
 
Calm down.

Dealing with customer support can be frustrating, but you have to realize that you're not their only customer and they too are humans capable of errors.

Try and get the issue sorted by calling them or going to an Apple store instead of wasting your time posting online about an ongoing issue.

Good luck, and let us know what happens.
 
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The problem with Apple is the little things.

You pay big money then some people open up their MacBook and there's a scratch.

Or battery life isn't that good.

Or in the past there's a creaking sound.

Nobody wants to pay that kind of money and then have these annoying problems.
 
I'm not sure why you pushed it to the day before the last day to return it. You said you went traveling and left it at home. Why wouldn't you have returned and shipped it off before leaving just to be on the safe side? That said, I hope they accommodate you and return it for you.
 
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