iPad 3 issues (addressed from executive relations)

[rmeadejr]

I got involved with one of those executive relations guys. I didn't get any offer to have a hand picked iPad sent to me. He asked me to email pics of the screen, which I did. He said he was going to forward them to "engineering"...aka the guy in the next booth at the call center. Engineering reported back that my clearly dodgy screen was "within spec". The upside is they didn't spin my wheels by sending me a worse one.

Apple CS talks a warm fuzzy game, but they're no where near as warm and fuzzy as they were 5 years ago. They're too big now. They can't afford warm and fuzzy on the scale of customers they have these days.

Wait a minute. They're a multi billion dollar company, and by all accounts, they're idly sitting on the majority of their vast fortune. Aside from creative tax sheltering and a few million here and there in R&D, what are they doing with these billions? They can afford to keep up the warm and fuzzy, and the QC. They seem to be choosing otherwise.

I had a totally different experience, my problem was an apple store refused to exchange my first iPad. He had called them and told them to exchange it, I exchanged it and took it home and it had a yellow screen. I called the CS guy back and told him. He offered to send me one and I said no I would go back to the store. The 3rd iPad was the charm for me. The CS guy then called me 2 different days to make sure I was still happy with my ipad3.

I guess it just matters which rep you get for your case. I was very happy with mine.

 

[ZipZap]

Already sent back!



Oh? Do you work for executive relation? if not, please do not create non sense..

Common sense....you're not going to get a specially inspected unit from the factory.

Ask the excecutive relations guy pull a good one from inventory...that's more likely to happen.

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Origially posted by spcdust

"Alas, whilst dealing with Executive Relations is a good route to go I had the exact same experience when I had issues with my 2009 iMac - the replacement was worse than the one they were replacing. My advice though is to keep on good terms with your contact, express your disappointment and they will bend over backwards to assist you. It may take longer than you anticipated but hopefully it will get sorted."

What a statement-wtf
So just keep your pos ,be happy,be a good fanboy and hopefully apple uses lubricant while they are screwing you.
This is unbelievable,again apple taking the route of gm in 60's and 70's
800 bucks for a device and put up with this crap?
Ok fanboys-not on my dime

If you want to be outraged can you at least write in a manner thats readable?

I left my decoder ring at home.

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If you really buy the whole "executive customer relations" title, you really are a fool. COLOR="#808080"]

Many companies do have executive customer service. Its finding the right number & person that's difficult.

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I got involved with one of those executive relations guys. I didn't get any offer to have a hand picked iPad sent to me. He asked me to email pics of the screen, which I did. He said he was going to forward them to "engineering"...aka the guy in the next booth at the call center. Engineering reported back that my clearly dodgy screen was "within spec". The upside is they didn't spin my wheels by sending me a worse one.

Apple CS talks a warm fuzzy game, but they're no where near as warm and fuzzy as they were 5 years ago. They're too big now. They can't afford warm and fuzzy on the scale of customers they have these days.

Wait a minute. They're a multi billion dollar company, and by all accounts, they're idly sitting on the majority of their vast fortune. Aside from creative tax sheltering and a few million here and there in R&D, what are they doing with these billions? They can afford to keep up the warm and fuzzy, and the QC. They seem to be choosing otherwise.

Considering the implications of admitting the screens are bad, you got the response they have been ordered to give out. I would not say the CS's fault, or even enginnerings fault. Its basic business protection.

Like everything else with Apple, they will admit there is a problem once they are close to releasing the next version.

Its dissappointing, but I am not sure Apple is not much different than other hardware reseller.

 

[pward]

Already sent back!



Oh? Do you work for executive relation? if not, please do not create non sense..

No, I don't work for 'executive relation' (sic) but I do know how these things work and I stand by what I said.

 

[kangsw2]

No, I don't work for 'executive relation' (sic) but I do know how these things work and I stand by what I said.

Be my guess! Just writing words about executive relation does not mean you know how these things work and here, nobody cares.

 

[Ipadfever]

I am currently going thru this executive relations saga and awaiting my new iPad form buck two Idaho aka china. Holding my breath I am not but hopefully it all works out. The lady I have looking after my case seems great, but she probably won't like me if I get another scruffy iPad .

 

[kangsw2]

Common sense....you're not going to get a specially inspected unit from the factory.

Ask the excecutive relations guy pull a good one from inventory...that's more likely to happen.

Well? Thanks for the common sense, but I am following what the executive relation told me. There was no need to put different thing (what you call common sense). Or perhaps it could be only common sense for you. I did not make up this story and there is no need someone go against this story.. keep in mind it is just for information (benefiting other readers who are interested in iPad QA issues and what CS does)

Please don't make up something that is off topic!



ps, educated people do not put personal idea as a common sense, right?

 

[Ipadfever]

I sent an email to Tim Cook to initiate a service from executive relations.

the guy(Nelson) told me he is going to give a notice on the order ( so the factory worker/manager will check for the dead pixel, dust, yellow tint, etc)

I got an iPad today ( guess what? )

This iPad had three big dusts in the middle of the screen and green pixel and little crack on the bottom side of the iPad (wow)

So, I called him again, told the issue.

Now he said this is normal in the manufacturing process and there is no guarantee for the customer to receive normal one.

Please keep in mind I will disregard anything that is not related on this thread and this thread is for informative purpose.. not for some people who start to fight


UPDATED:

Executive relation said " Apple do not make a perfect device for your satisfaction. There are devices

that have dusts, debris, dead pixels, tints but these meets our manufacture standard and

the reason if applecare or genius bar exchange /refurb for these variation, this is solely for customer service".

He mentioned about the issue what we call "defect" is a simple variation from factory. So there is NO! DEFECTS EVER from APPLE DEVICES.

I also told this guy about posting this on Macrumors thread. He said " if our device that has variation does not meet people's standard, you can move on but returning and exchange or anything is up to them"

Did your replacement come from china or a local store? My bad wrong post sorry

 

[kangsw2]

Did your replacement come from china or a local store?

It came from China.

Executive relation will put notice on the order stating this product has to meet spec.

Personally, nothing changed.

 

[Ipadfever]

It came from China.

Executive relation will put notice on the order stating this product has to meet spec.

Personally, nothing changed.

Thanks for answering but I posted that under the wrong Post it was meant for another thread

Yes you told me where in china too, mine is coming from Chengdu china and fwiw it probably means diddly swawk....just hope it's a decent one.

 

[Ipadfever]

My iPad is doing the tour of china, it has hit every city and FedEx depot before they realize the only way it will get here is by plane ....love it!

 

[kangsw2]

Thanks for answering but I posted that under the wrong Post it was meant for another thread

Yes you told me where in china too, mine is coming from Chengdu china and fwiw it probably means diddly swawk....just hope it's a decent one.

That is new factory location, probably serial number will start DM/DN/DY etc

 

[pward]

Be my guess! Just writing words about executive relation does not mean you know how these things work and here, nobody cares.

Nobody cares eh? Well, YOU cared enough to respond...

I am not going to argue with you about what I may and may not know.

I hope you eventually get a satisfactory iPad.

 

[spiderman0616]

I got involved with one of those executive relations guys. I didn't get any offer to have a hand picked iPad sent to me. He asked me to email pics of the screen, which I did. He said he was going to forward them to "engineering"...aka the guy in the next booth at the call center. Engineering reported back that my clearly dodgy screen was "within spec". The upside is they didn't spin my wheels by sending me a worse one.

Apple CS talks a warm fuzzy game, but they're no where near as warm and fuzzy as they were 5 years ago. They're too big now. They can't afford warm and fuzzy on the scale of customers they have these days.

Wait a minute. They're a multi billion dollar company, and by all accounts, they're idly sitting on the majority of their vast fortune. Aside from creative tax sheltering and a few million here and there in R&D, what are they doing with these billions? They can afford to keep up the warm and fuzzy, and the QC. They seem to be choosing otherwise.

Why do you come here? I mean, you're certainly free to contribute to whatever thread you want, but you don't like Apple and you don't like their products. Why do you come to MacRumors so much if you hate the company that it focuses on?