Not Impressed with Apple Call Centers

Discussion in 'MacBook Pro' started by dap1215, Sep 19, 2007.

  1. dap1215 macrumors regular

    Joined:
    Aug 20, 2007
    #1
    I have been in the process of trying to exchange my MBP (
    thread here http://forums.macrumors.com/showthread.php?t=353984 ) screen issues..

    When I 1st called apple about it they wanted me to go to the apple store and have it checked out.. Which was cool and right off the bat the mac genius agreed that the issue is there and could be fixed with a replaced screen.. Being this was an issue out of the box and my MBP isn't but 2 weeks old.. I just didn't feel right have it fixed.. I wanted it exchanged.. Tho I was semi pressed to keep it and have it fixed..

    I called apple after leaving the apple store and 1st got what seemed to be a fairly new employee that kinda didn't have a clue.. She quickly transferred me to a "escalated apple person" which was cool, though not needed.. He knew what he was talking about and OK'ed the exchange, but the "exchange department" was closed and I needed to call back during there open hours. I called back and was transferred to an apple rep to help me out with the exchange process.. After a while on the phone she said it was all set up and I needed to wait for some emails to explain the process and one to print off the Fedex label.

    Later that night I got an email saying that my order # so and so needed attention cuz the credit card could not be processed for the order.. I was a little weirded out by this email and logged into the apple site to see what was up.. I went to the order section and found a new order for a MBP that I guessed was my exchange. I wasn't sure why I got the error message about the credit card, but it was after hours and I couldn't call apple. I also noticed that the computer wasn't configured correctly.. I have a HI REZ GL 17" WD.. But it was just entered as a normal widescreen.

    On to today.. I called apple 1st thing this morning and talked to a girl that got the configuration correct (or so I thought) and then was transfered and hung up on after sitting in transfer hell, maybe. Then I called back and got a guy that I told about the exchange and wonder why I got a message about my CC not working. It was an exchange and I didn't need to be charged.. He said that my current MBP was set up for the exchange but the one they had configured for me was set for me to buy it.. 45 mins later I thought all was good..

    I checked my configuration later on today just to make sure all was good there only to find that they changed my drive from a 7200 RPM which is what I have and was on the original incorrect screen configuration to a 5400 RPM.. I called apple back and had the girl change the drive back to the 7200 RPM and made sure that the screen was a HI REZ GL WS.. All is good. I also hadn't received any email yet on the exchange process.. After several more mins I got that all taken care of..

    I just got home and checked and sure enough I have the emails.. But in looking at them I realized the emails reference me exchanging or sending back the Nano I got on the education deal and nothing about sending the MBP back.

    Now I have to say that I have been totally nice and not pushy at all with anyone at apple so far.. I have been super nice, just hoping that things will get worked out easy.. But I am about to go off.. I guess that I get to call apple again in the morning and retry to figure things out.. I have never had to really contact a computer company about a computer and deal with an exchange process.. So I can't compair this to anything.. But I am very un-impressed about apple and the people in the call centers that I happen to be getting. I would say most people in tech support aren't bad, but people in sales help seem to not have a clue what they are doing.. I even had a girl that wasn't to sure how to pronounce 2GB of ram.. She was like 2, G.B. of raa, ra or uh, memory.. Im like thinkin you are in Mac sales and don't know what RAM is? I didn't say anything, just answered yep.. But over all this has been a crazy deal.. It kinda makes me wonder if they are trying to discourage me doing the exchange and getting it fixed instead..

    Impressed with the MAC, for the most part.. NOT impressed with Apple and there customer care.. :eek:
     
  2. bmcgrath macrumors 65816

    bmcgrath

    Joined:
    Oct 5, 2006
    Location:
    London, United Kingdom
    #2
    Uhm,
    Not having a go at you.
    But getting my Dell Inspiron fixed, then exchanged.... well lets not go there.
    What I will say is I was without a laptop for just over a month!
    So be thankful! :p
    But I can feel your pain, phone call after phone call, mix up's etc.
    And I don't know if Apple are charging you for that call or not? I know Dell here in Ireland did!
     
  3. Cybergypsy macrumors 68040

    Cybergypsy

    Joined:
    May 16, 2006
    Location:
    Central Florida!
  4. cvahl macrumors member

    Joined:
    Jul 9, 2007
    Location:
    Boston
    #4
    I also made a very bad experience with the call center when I called them last week. The quality was really bad (I think because the call was forwarded to a call center in India, at least they had a strong accent), and the 4 persons I spoke to had no clue what to do. I always waited for some minutes, talked to someone, they apologized for the inconvenience and forwarded me to someone else, I had to wait for some minutes,... All in all, I had the feeling that they were trying to make me wait as long as I won't have time any more, and after 50min, I was just thrown out of the line.
    Some people told me that I should try to call the customer service in the afternoon/evening, cause I would speak to Americans then, but I think it is always the best to go to an Apple store, although they couldn't help me in the end, too...
     
  5. bld44 macrumors 6502

    Joined:
    Apr 21, 2007
    #5
    That's strange, because the last time I checked the call-centers for the US were in Sacramento, CA and Austin, TX. They were going to put one in India, but pulled the plug on it.
     
  6. dap1215 thread starter macrumors regular

    Joined:
    Aug 20, 2007
    #6
    Most the people I talked to didn't seem to be in India or anything, they just didn't have a clue.. The only thing that I can guess is that they are hiring a lot of new people and doing lots of training for the Hoilday season? Either way, it sux and I seem to have gotten each one of the new people..
     
  7. rosh325 macrumors regular

    Joined:
    Jul 13, 2007
    Location:
    In the ether
    #7
    I was confused about this myself. I called applecare on 4 different occasions and also got 4 persons with very thick Indian accents. I always love outsourcing quirks. One time I called up tech support for my internet connection as it wasn't working, and after much explaining/back and forth, I received this gem:

    "Unfortunately sir, all I can do is fix your connection"

    Must have been a word error..I thought it was amusing.

    In the end my problem tends to get fixed so I have no hold ups about the India thing
     
  8. dap1215 thread starter macrumors regular

    Joined:
    Aug 20, 2007
    #8
    The Saga goes on.. I called apple today to get the shipping figured out. I talked to a really nice lady that seemed to know what she was doing and sent an email right out to me.

    Tonight I got home and checked for the proper shipping label for my MBP and not the nano. Well it turns out the log in for the Fedex label doesnt work.. Says my user name is wrong or the label expired.. I tried to log in more then once so I know i had the login and password was right..

    One more call to apple tommorow!! Fun, Fun.
     
  9. majordude macrumors 68020

    majordude

    Joined:
    Apr 28, 2007
    Location:
    Hootersville
    #9
    What, you expect Apple to post 1-800-Call-Vishnu or 011-20-672-221-2114?! :confused:

    They can forward calls in this century. :rolleyes:
     

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