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

[sunapple]

I'm not disagreeing, what I am saying is that I prefer not to play it so close to that. Stuff happens, and why take a chance. For instance, what happens if he loses power the day he wishes to initiate the return, or something urgent takes him away from his plan.

I'm not knocking the OP, I'm not saying he's right or wrong, I am saying that when it comes to deadlines why risk getting so close just because you can.

Sure, it's better to play it safe. OP was going to travel and would return on January 7th, he made sure before he went traveling that he could still return the machine that Sunday. That's pretty safe given the circumstances. You wouldn't think Apple would misinform people about something so important.

 

[Matthew.H]

Definitely your best bet if you can get to a store. Certainly in the UK they are very accommodating. My iPhone 6 died when I was working abroad, the warranty had expired by the time I got home and I was told over the phone that I'd have to pay for the repair. I took it to my local store (70 mile round trip) and it was replaced for free with no fuss whatsoever.

By the fact that your in Suffolk was it the Norwich Apple Store by any chance? Always had great customer service when I've gone in there.

 

[AintNoSuchThing]

Update: Apple still hasn't contacted me whatsover. Not even an offer to fix a faulty unit.

I found an email of the sales team (which is a little bit hard to find, it is not even on the main contact page), so I'm going to send a last email.

Edit: and I read every single comment from you here. The amount of attack at me is ridiculous. One guy even claimed that my story is fake because hur dur... in his 10 years of being an Apple fan, Apple has been good for him. Guess what, Apple had been good for me too! I'm not saying Apple is treating all of you badly, all I am saying is that Apple is treating me, in this isolated case, badly. It's one thing not wanting to return the unit, but it's another thing not to reply me when they promised to. Considering that 1) I spent a huge ton of money on the machine 2) I got a faulty machine, I have every reason to be upset.

It's also funny one guy even called me irresponsible because... I did on the last minute. Excuse me sir? Is is written somewhere that a customer is responsible for returning a unit early? I mean, yeah, it was my fault for not doing it early. But calling me irresponsible, and childish, and I should "man up", is simply laughable. Don't tell me you have never been late, never done something on the last minute. No, you're not a Saint, neither.

 

[WhiteWhaleHolyGrail]

Update: Apple still hasn't contacted me whatsover. Not even an offer to fix a faulty unit.

So, how many people still want to defend Apple in this case? It's been 4 days now, and I know for sure they won't contact me again.

Pick up a phone and take control over your situation! How do you tie your laces in the morning?

 

[AintNoSuchThing]

Pick up a phone and take control over your situation! How do you tie your laces in the morning?

As per my post above, I found the email of the sales team and I am in the middle of writing them an email. That way, I can even include the chat history with the Apple rep.

I don't tie my laces because I wear slip-on shoes. Thanks for asking.

And I'm sure I wrote this, but there are no Apple Stores within my driving range, if not, I would have gone to one without thinking.

 

[WhiteWhaleHolyGrail]

As per my post above, I found the email of the sales team and I am in the middle of writing them an email. That way, I can even include the chat history with the Apple rep.

I don't tie my laces because I wear slip-on shoes. Thanks for asking.

Stunning.

 

[BarracksSi]

As per my post above, I found the email of the sales team and I am in the middle of writing them an email. That way, I can even include the chat history with the Apple rep.

Posting here is distracting you from your goal of contacting Apple.

Focus, kid. Focus.

 

[BlueGoldAce]

Why are people attacking the OP and defending Apple?

He did wait to the last minute, and that isn't something I would usually do. But, despite this, the Apple rep he called on Jan 2nd said that he would be fine, and to call back tomorrow.

He was either misinformed or lied to, either way, Apple should probably work with him.

This is a multi-billon to trillion dollar company people. I know you all love Apple, and since you (as have I) have dished out way to much money to this company, you want to hold them in a perfect light. They are not perfect, there are driven by profit and the bottom line like any other company.

You can love your Apple devices, and still hold the company you paid large sums of money to accountable. Its the smart thing to do.

OP, I hope you get your issued resolved. In the future, though I know it doesn't help you now, click on the return button the minute you decide you are going to return it. Actually, click on it if you are still debating. Apple will then give you a return label and an end-date at which you need to turn in your device to Fedex, etc.

I did the same recently, only with AirPods. I loved the concept, and though the sound wasn't as good as my Jaybird X3s, I was going to keep them. But I was having trouble getting them to stay in my ear, so I initiated a return online. I was given a return label and about 3 weeks to mail the product in. About 5 days later (yesterday), I finally gave up and mailed the product back for a refund. I guess I have oddly shaped ears, but the damn things fell out no matter what I did.

 

[AintNoSuchThing]

Why are people attacking the OP and defending Apple?

He did wait to the last minute, and that isn't something I would usually do. But, despite this, the Apple rep he called on Jan 2nd said that he would be fine, and to call back tomorrow.

He was either misinformed or lied to, either way, Apple should probably work with him.

This is a multi-billon to trillion dollar company people. I know you all love Apple, and since you (as have I) have dished out way to much money to this company, you want to hold them in a perfect light. They are not perfect, there are driven by profit and the bottom line like any other company.

You can love your Apple devices, and still hold the company you paid large sums of money to accountable. Its the smart thing to do.

OP, I hope you get your issued resolved. In the future, though I know it doesn't help you now, click on the return button the minute you decide you are going to return it. Actually, click on it if you are still debating. Apple will then give you a return label and an end-date at which you need to turn in your device to Fedex, etc.

I did the same recently, only with AirPods. I loved the concept, and though the sound wasn't as good as my Jaybird X3s, I was going to keep them. But I was having trouble getting them to stay in my ear, so I initiated a return online. I was given a return label and about 3 weeks to mail the product in. About 5 days later (yesterday), I finally gave up and mailed the product back for a refund. I guess I have oddly shaped ears, but the damn things fell out no matter what I did.

I wouldn't normally do it on the last minute, but it was unfortunate that way. Right before I traveled, I decided I didn't want this MacBook any more (since the iPad Air 2 will be my traveling companion). However, if I decided to return the MacBook right away, I'd have had to hit the return button online, and a delivery person would have come to my house to pick up the MacBook. Since I'm traveling, there was no one at home, then how could I have returned the MacBook? I was also stupid; I could have arranged the delivery person to pick it up from my neighbors instead, for example. But then I thought nah, my flight back home just happened to be on January 7, so I decided that I'll return the machine on January 8 so that I didn't have to bother my neighbors.

I just wrote them an email. I described my situation as clearly as possible, from my purchase number, machine serial number, the day I received the order, how the Apple rep confirmed that the return button did not appear and so on. I am giving Apple a last chance, hopefully they'll answer this time. At least... say something.

 

[Merode]

I'm sorry but in 10 years of using Apple products I have had them willingly bend their own policies to breaking point just to assist me. I went over the returns period for my 2015 MBP because of work commitments and Apple gave me a further extension of 5 days to enable me time to get to my local store (it wasn't bought online) for a swap.

I've also always had a named rep to contact via e-mail and a direct line.

The skeptic in me finds the title of this thread dishonest at worst and neurotic at best.

I've had recently issue with my iPhone 6S - namely its battery. It was right before repair programme. I've called Apple and talked to two reps.

The difference between the two of them was night and day - the first one didn't offer any help and suggested I should come up with solution myself. She said that diagnostic will not show this issue so sending it for repair is useless and I should wait until they fix the issue via software update. I talked to her for over 40 minutes trying to explain that mobile phone that turns off at 50% battery is worhtless and it didn't help. I asked if I should put in the drawer and go buy 50$ Nokia, and she said that it's some solution for now.

The other rep I talked to a few days later was much better and acted way different. I would actually vouch that they worked for a different company if I wasn't sure they both worked for Apple. This rep promised to help me and worked on it really hard. She also given me her contact info, so I would keep contacting only her with this issue. Repair programme was announced soon after.

This interaction with Apple support helped me realize that Apple Support is nothing special. People here glorify it so much, but in my case it was 50:50. I've gotten better support from Creative.

 

[jksu]

As per my post above, I found the email of the sales team and I am in the middle of writing them an email. That way, I can even include the chat history with the Apple rep.

I don't tie my laces because I wear slip-on shoes. Thanks for asking.

And I'm sure I wrote this, but there are no Apple Stores within my driving range, if not, I would have gone to one without thinking.

do you have a problem using phones or speaking?

it seems you prefer to email and wait around for something to happen. i've done that and found i get quicker resolution calling.

we all want you to have your macbook returned successfully. the world will be happier place

 

[masotime]

Why are people attacking the OP and defending Apple?

I'm pretty sure people are simply attacking OP, not defending Apple. It's a subtle difference.

Personally I'm not unsympathetic, but the OP's post screams "I'M ENTITLED!!!! WAAAAAA!!!!"

Here's how to complain in a mature manner without sounding like the world owes you everything: https://forums.macrumors.com/threads/apple-has-cancelled-my-watchs-applecare.1992482/
[doublepost=1484237854][/doublepost]

This interaction with Apple support helped me realize that Apple Support is nothing special. People here glorify it so much, but in my case it was 50:50. I've gotten better support from Creative.

Apple Support was special. The problem is that Apple has grown too large, and there only so many top-tier employees you can find to staff your stores in the world.

Apple has simply grown so large that they can no longer reliably maintain high standards of customer service. It's an unfortunate fact of life unless you want to replace everyone with clones or robots.

 

[BarracksSi]

Apple Support was special. The problem is that Apple has grown too large, and there only so many top-tier employees you can find to staff your stores in the world.

Apple has simply grown so large that they can no longer reliably maintain high standards of customer service. It's an unfortunate fact of life unless you want to replace everyone with clones or robots.

I wonder how long -- and with what philosophies -- Apple trains their support call center employees.

I'm not saying "they don't", as I'm pretty sure they undergo plenty of training before they're set on their own to handle calls. I'm assuming they get a hell of a lot more than when I started a job years ago at a mail-order call center.

Being the person taking these calls and emails has got to be the toughest on-the-ground job in any company. It's rare that I get a support person who's hostile towards me, and it's even more rare that I can't defuse the call and bring them to my side (I just figure they're having a grumpy day anyway).

Still, I'm curious about how Apple preps their personnel. A week or two of training? Maybe over a month? If I ever started a business that needed a complaint center (as much as I'd prefer otherwise, complaints will come in), I can envision ways to get employees spun up on how to respectfully handle some pretty awful customers.

 

[AintNoSuchThing]

do you have a problem using phones or speaking?

it seems you prefer to email and wait around for something to happen. i've done that and found i get quicker resolution calling.

we all want you to have your macbook returned successfully. the world will be happier place

It's tough being a native English speaker in a non-English speaking EU country, isn't it. Especially over the phone - it takes quite a while to explain things. I called them on Monday and the whole call took me 34 minutes.

I'll just stick with email.

 

[masotime]

Still, I'm curious about how Apple preps their personnel. A week or two of training? Maybe over a month? If I ever started a business that needed a complaint center (as much as I'd prefer otherwise, complaints will come in), I can envision ways to get employees spun up on how to respectfully handle some pretty awful customers.

Agreed - it's difficult to deal with someone who feels disappointed with an issue with their product and are demanding some form of action. Emotions tend to run high - not proud to admit it but I've been one of those people.

Depending on circumstances there is good reason to expect action, but the challenge is to remain calm and civil throughout the conversation - on both sides.

 

[Porco]

OP bought a very expensive computer that doesn't live up to expectations, they made reasonable efforts to return it as was instructed and couldn't do so. Practically speaking yes, if they'd tried to return it sooner they may have avoided all the hassle for themselves, but that doesn't put them in the wrong.

At this point I personally think Apple should refund him and give him some iTunes vouchers or something as compensation.

AintNoSuchThing (OP): I hope you get this resolved. Always try to remain calm and polite, but also be persistent. If you have to repeat yourself over several emails, do that. If one round of emails fails, start again and you might get someone else more helpful.

To those saying to call instead of email - I agree it's often easier to resolve small things over the phone, but with the money involved and the story so far, OP is better off having an email record of everything that has happened with times and dates I think - especially as it may be crucial to him eventually getting a resolution.

Good luck, AintNoSuchThing.

 

[leman]

I am sorry that you had this bad experience. Mistakes happen. Personally, I only had great experience with Apple (they have twice extended a return period for me because I was travelling, no questions asked). I have no doubt that you will be able to return the machine. I guess someone at the customer service was having a bad day and messed up.

On the other side, I don't see any reason for your emotional and frankly completely over the top post. So far, its a minor inconvenience and an obvious communication issue, not to mention that Apple has already confirmed that they will take it back, its just the final details that are lacking. Now, if they flat out tell you "sorry, we aren't taking it back after all" - thats the time to get angry.

 

[The Game 161]

this is where heading into store normally solves the problem.

 

[hawkeye_a]

Update: Apple still hasn't contacted me whatsover. Not even an offer to fix a faulty unit.

I found an email of the sales team (which is a little bit hard to find, it is not even on the main contact page), so I'm going to send a last email.

Edit: and I read every single comment from you here. The amount of attack at me is ridiculous. One guy even claimed that my story is fake because hur dur... in his 10 years of being an Apple fan, Apple has been good for him. Guess what, Apple had been good for me too! I'm not saying Apple is treating all of you badly, all I am saying is that Apple is treating me, in this isolated case, badly. It's one thing not wanting to return the unit, but it's another thing not to reply me when they promised to. Considering that 1) I spent a huge ton of money on the machine 2) I got a faulty machine, I have every reason to be upset.

It's also funny one guy even called me irresponsible because... I did on the last minute. Excuse me sir? Is is written somewhere that a customer is responsible for returning a unit early? I mean, yeah, it was my fault for not doing it early. But calling me irresponsible, and childish, and I should "man up", is simply laughable. Don't tell me you have never been late, never done something on the last minute. No, you're not a Saint, neither.

Why are you trying to reach the SALES team? Do you really think they will assist you in any way with returns? Are you *trying* to fail?

It's been ~3 days since you started this rant, and thus far you have managed to find an irrelevant email address after having a relevant phone number.

Pick up the phone and call them, and write down a case number for follow ups if necessary, then report what happens here. The longer you waste the less likely it will workout in your favor, and Apple can't be blamed for your procrastination.
[doublepost=1484243852][/doublepost]

This interaction with Apple support helped me realize that Apple Support is nothing special. People here glorify it so much, but in my case it was 50:50. I've gotten better support from Creative.

While I havent had any bad support experiences with Apple (haven't really used it all that much), I reckon this is generally what happens when a company grows. I doubt any company can completely overcome it.

 

[Ethosik]

Don't use email. Use the phone. If you have evidence that you tried to resolve it and was not able to, Apple will need to help you out. Get on the PHONE or go to the STORE. Stop with the emails.

 

[bevsb2]

I wouldn't normally do it on the last minute, but it was unfortunate that way. Right before I traveled, I decided I didn't want this MacBook any more (since the iPad Air 2 will be my traveling companion). However, if I decided to return the MacBook right away, I'd have had to hit the return button online, and a delivery person would have come to my house to pick up the MacBook. Since I'm traveling, there was no one at home, then how could I have returned the MacBook? I was also stupid; I could have arranged the delivery person to pick it up from my neighbors instead, for example. But then I thought nah, my flight back home just happened to be on January 7, so I decided that I'll return the machine on January 8 so that I didn't have to bother my neighbors.

I just wrote them an email. I described my situation as clearly as possible, from my purchase number, machine serial number, the day I received the order, how the Apple rep confirmed that the return button did not appear and so on. I am giving Apple a last chance, hopefully they'll answer this time. At least... say something.

No last chances. Keep contacting them until you get your return or exchange/repair. Otherwise you only hurt yourself, not Apple.

 

[Ethosik]

OP bought a very expensive computer that doesn't live up to expectations, they made reasonable efforts to return it as was instructed and couldn't do so. Practically speaking yes, if they'd tried to return it sooner they may have avoided all the hassle for themselves, but that doesn't put them in the wrong.

At this point I personally think Apple should refund him and give him some iTunes vouchers or something as compensation.

AintNoSuchThing (OP): I hope you get this resolved. Always try to remain calm and polite, but also be persistent. If you have to repeat yourself over several emails, do that. If one round of emails fails, start again and you might get someone else more helpful.

To those saying to call instead of email - I agree it's often easier to resolve small things over the phone, but with the money involved and the story so far, OP is better off having an email record of everything that has happened with times and dates I think - especially as it may be crucial to him eventually getting a resolution.

Good luck, AintNoSuchThing.

Not a good argument. If I bought the laptop with the "expectations" that it would handle 4K gaming at 144fps, does that give me the right to return it on top of getting iTunes vouchers?

He initiated the return within the window. He says he has evidence of that. Therefore, just phone or store visit will be the best thing.

 

[Gaprofitt]

They will accept the return no question. Especially if you have the chat transcript.

You dont know this. You're talking out your a$$

 

[Exile714]

Hey OP, I know it doesn't change the return date but just for fun, when did you receive your MBP?

 

[wittyphrase]

I needed to exchange my MBP I bought last week. I was getting conflicting information about how to handle that process through the support chat. I called, got a clear answer, and then went to the store and handled it.

Call Apple. Explain the situation and explain that you have supporting documentation. A lot of people get hundreds of emails a day. The odds are not in your favor about getting a timely response and, given the circumstances here, the closer to the 8th you are able to get this taken care of the better.