(RANT) Worst customer service EVER - good luck getting an advance replacement!

[jksu]

i feel for you. to not have a working computer for even a few days is painful... i'm using my old black macbook for now until my mba returns...

i am a fan of apple and it's emphasis on customer satisfaction. i really do believe it's customer service is superior to most computer/electronic companies ... but i think it's going through major growing pains and may be struggling with ramping up to all the new demand (iphones, ipads, macbooks, etc.) and maintaining that quality service.

issues such as poorly trained staff giving inaccurate information (ie. apple store folks saying ram is upradeable at the store on the mba's) or in your's and my case, where no one at apple care seems to know what's going on...

are you putting in a new order or going to the store?

next time i'll wait for them to have the CTO/ultimates in stock in the store...i ordered online for the edu discount, but now the $70 almost doesn't seem worth it...

jksu

I had a very similar situation happen to me. I ordered a max config MBA 13" online (day of announcement). When I opened the box and turned it on, the screen was "starred" (see pic). The glass itself wasn't scratched, but underneath was the issue. I called sales and they said I had to go through applecare and hung up on me (another issue). I then called applecare directly and they seemed surprised, but worked with me on the issue. I was transferred to a manager to get the exchange processed. After over an hour, I theoretically had everything set up. I expressed concern on shipping of my new laptop several times through this process as I had already sold my MBP15" (next time I'll wait, but never had hardware issues from Apple before) and I need a computer. At least 5 times, I was assured that as soon as FedEx received the package, my new computer would be shipped overnight. I sent the package at 9am Monday morning, but waited until Tues for a shipping email. When I received nothing on Tue, I called and they "had not been notified" of the package return. I gave them the tracking info that they sent me to verify, but nothing. Wed, same call, same result. Thu, no dice, manager is checking into it. By Friday, I was fairly irate. After the manager checking into it, they figured out they sent me a return shipping label and not an exchange shipping label (really???). Their solution? I should see a credit within 5-7 business days and I should order a new one. Nothing else.

Luckily, Apple hardware is normally great so dealing with support isn't an issue. However, support is 0 for 2 as the previous time I called on my MBP13, they were worthless then too.

 

[tdfreeman]

I got lucky. The local store sells the loaded config now, but is always sold out. I called before driving over there and they were sold out. When I told them what happened, they mysteriously "found" one in the back and it put it on hold for me.

For normal items, I always buy in the store. The new items, I buy online as the store doesn't have them immediately available. The store takes my corporate discount and my wife's education discount, so that's not a problem. Most of the staff lack proper knowledge for the "genius" certification, but it's no worse than any other tech store.

 

[potentpotable]

UPS came and picked up my defective MBA for return on the afternoon of Tuesday, November 23 - Apple said they'd do a refund within 3-5 business days of receiving it, not sure if that meant receiving it in Markham or in California.

Should I start worrying about not getting a refund slash yelling at Apple again?? I can't sit on a $3,000 credit card debt forever...

 

[Mac32]

You have been very unlucky.. My experience with Apple is that they are very customer-friendly when it comes to returns and repairs.

 

[Mabyboi]

I had a situation like this with my first macbook Air. I had purchased a demo unit from bestbuy for half price and purchased the best buy extended warranty.

About 6 months in I had some issues with it, took it to bestbuy, they quoted me 6-8 weeks, i figured i could call up apple (since it was in the first year) and they would help me out a bit quicker since it was exam season. Turns out that my warranty was done before i even purchased the unit, and the bestbuy associate lied to me saying that i would have one year with apple and 2 more with bestbuy.

I asked to speak to their call center manager, who ended up calling me a liar, flat out... she told me "you're lying, theres no way a best buy associate would say that"... mind you i let her know what i thought of her for a good 10 minutes.. she then passed me on to their Top guy in the call center, who was very understanding, and asked for me to send him the receipt and all the information about it, and allowed me to lodge a formal complaint against that stupid lady.

This guy helped me out, and got the problem fixed ($600 in replacements)... I then sold the unit 1 month later.....


Moral of the story, ask for the top guy before even saying anything, everyone else is just a bunch of idiots.

 

[potentpotable]

Moral of the story, ask for the top guy before even saying anything, everyone else is just a bunch of idiots.

Sadly, for me, it was certain frontline reps who ended up showing competency. And I couldn't/didn't bother to contact Steve.

Anyway, my situation is especially frustrating because this is a defective MBA that I've already returned, and SHOULD be refunded to my credit card. However, if they decided to screw me (and I have no doubt they would), I'll be left with no unit and $1,500 in outstanding charges.

 

[wirelessmacuser]

Anyway, my situation is especially frustrating because this is a defective MBA that I've already returned, and SHOULD be refunded to my credit card. However, if they decided to screw me (and I have no doubt they would), I'll be left with no unit and $1,500 in outstanding charges.

Let's take a look at this from a different angle.

1) Apple owes you a working computer.
2) You paid for one.
3) The unit in question _may_ be defective in one of several ways.

4) As soon as Apple gets it back and confirms that it's defective, they will most certainly refund your money. This is a process which takes time. First they have to receive it and check it in.

Then they have to match it to your claim. Then it must be sent to their technical department for confirmation it's defective. This is where the people who have tried to cheat the system, mucked it up for those of us who are honest.

There's also the workload to take into consideration. If they are really busy with lots of returns to check yours may sit awhile. Once they consider it defective then they send a request to the billing department to cut you a check, or issue a credit against your card. This can take about 10 days.

Since they have no obligation to send you a computer while you wait for this process to be completed you may have a few weeks to kill while you are waiting for the result.

When they sent one in advance to me, they did it at their expense which is highly unusual. I guess it's only because I have a personal policy of being very kind and courteous when I call in. I know they get yelled at by those who are complainers and victims, so when they get someone who is nice to them, they will usually go out of their way to help.

Good luck with your situation.

 

[Saturdays]

I am sothoroughly exhausted with dealing with such incompetent *******s at Apple support, I'm not even mad anymore. I just want what everyone else easily got: a non-defective MacBook Air.

Being mad is what really makes these not work out in the end. I dunno if you sounded like an ass or what, but usually the nicer you are the nicer people are back to you and will try their best to help you. I have had some serious replacements done for my MacBook and old MacBook Air, as well as for my friends simply by being calm and laying down the information and waiting patiently. I had at one point gone 2.5 months without my MacBook because of repairs, no joke. A year later though, and a year out of the 3 year warranty Apple decided to replace the White Core Duo MacBook with a MacBook Pro 13".

It all depends on who you speak with and how calm and collected your thoughts are. Not once did I arrive at an Apple Store or speak with someone over the phone with 100% of the information already answered within the first 3 minutes. I would simply tell them all the troubleshooting steps that I took that were within my rights without breaking Warranty, then leave it to them to fill in the gaps.

Calm, collected, and cool.

Good luck, though, henceforth.

Now in regards to Advanced Replacement? Not many companies do this in the first place. Especially tech/computer companies. Its standard that you send in your defective part to receive the new one. Its not Apple's fault that during exams week you decided to obtain a MBA and glorify it to your only rig. You probably should have waited until exams were over to do that.

 

[archipellago]

Let's take a look at this from a different angle.

1) Apple owes you a working computer.
2) You paid for one.
3) The unit in question _may_ be defective in one of several ways.

4) As soon as Apple gets it back and confirms that it's defective, they will most certainly refund your money. This is a process which takes time. First they have to receive it and check it in.

Then they have to match it to your claim. Then it must be sent to their technical department for confirmation it's defective. This is where the people who have tried to cheat the system, mucked it up for those of us who are honest.

There's also the workload to take into consideration. If they are really busy with lots of returns to check yours may sit awhile. Once they consider it defective then they send a request to the billing department to cut you a check, or issue a credit against your card. This can take about 10 days.

Since they have no obligation to send you a computer while you wait for this process to be completed you may have a few weeks to kill while you are waiting for the result.

When they sent one in advance to me, they did it at their expense which is highly unusual. I guess it's only because I have a personal policy of being very kind and courteous when I call in. I know they get yelled at by those who are complainers and victims, so when they get someone who is nice to them, they will usually go out of their way to help.

Good luck with your situation.

top customer service would be to do an immediate refund with the enforceable right to re-charge if the story is false...

How Credit card disputes work now.

At the moment a faulty machine is Apple's fault yet its the customer who is potentially out of pocket/time.

 

[HardLuckStories]

Unfortunate story, one I hope is resolved.

I am not surprised by it though, my last four customer service encounters with Apple have been well below satisfactory, in fact very poor in store but I put up with this as I still love the products.

 

[archipellago]

Unfortunate story, one I hope is resolved.

I am not surprised by it though, my last four customer service encounters with Apple have been well below satisfactory, in fact very poor in store but I put up with this as I still love the products.

Apple UK in my experience have always been awful.

Was in the Medowhall store on Tuesday playing with the new Air and the 'genius' I was talking to was simply dreadful.... 'clueless' isn't close.

 

[HardLuckStories]

Apple UK in my experience have always been awful.

Was in the Medowhall store on Tuesday playing with the new Air and the 'genius' I was talking to was simply dreadful.... 'clueless' isn't close.

Meadowhall Apple put me off Apple products for 12months, I replaced everything with alternatives the blackberry i still have but i'm very happy with my new air and back to osx.

It surprised me how far a bad customer experience can put you off future purchases of a brand both consciously and sub consciously.

 

[archipellago]

Meadowhall Apple put me off Apple products for 12months, I replaced everything with alternatives the blackberry i still have but i'm very happy with my new air and back to osx.

It surprised me how far a bad customer experience can put you off future purchases of a brand both consciously and sub consciously.

lol... my first dealing with them was a dodgy superdrive in an iMac, which they confirmed was faulty (5months old) but wouldn't take in for repair as they had

'too much warranty work in..'

advised me to drive to Manchester......!! no other alternative.

genius...

 

[HardLuckStories]

lol... my first dealing with them was a dodgy superdrive in an iMac, which they confirmed was faulty (5months old) but wouldn't take in for repair as they had

'too much warranty work in..'

advised me to drive to Manchester......!! no other alternative.

genius...

Taken from Manchester Apple Store customer review:

"There's something horrible and clandestine about Apple shops with their irritating 'Genius Bar' at the back. It's like walking into a Dystopian future where Scientology has taken over the whole world and opened up little drop-in centres that are all sterile and white.

The meek grins of the staff who all look like they've been sprouted in test-tubes chill me to the marrow, whilst giddy converts all breathlessly titter at the array of gadgets, all on little plinths with tiny spotlights shining on them."

I would agree I won't shop instore in UK anymore

http://www.qype.co.uk/place/73729-Apple-Manchester

 

[Creative One]

 

[jksu]

follow up on my situation (lack of uniform backlight/bright spot on my mba11 screen, had to mail in my mba, no advance replacement)...

the call center guy who told me they're "putting mine back together" suggesting a repair probably meant, "it's CTO, so it will take a few days". in any case, he was also mistaken in saying it will be delivered to my local apple store...it was shipped fed-ex to my home. brand new, not a repair.

and the new one is great - perfect screen. i'm a happy mac user again, but still feel apple's going through some growing pains with some of their front line staff. they're all very nice and i appreciate them giving me a call back #, they're first name, etc.

jksu

I got lucky. The local store sells the loaded config now, but is always sold out. I called before driving over there and they were sold out. When I told them what happened, they mysteriously "found" one in the back and it put it on hold for me.

For normal items, I always buy in the store. The new items, I buy online as the store doesn't have them immediately available. The store takes my corporate discount and my wife's education discount, so that's not a problem. Most of the staff lack proper knowledge for the "genius" certification, but it's no worse than any other tech store.

 

[gwsat]

follow up on my situation (lack of uniform backlight/bright spot on my mba11 screen, had to mail in my mba, no advance replacement)...

the call center guy who told me they're "putting mine back together" suggesting a repair probably meant, "it's CTO, so it will take a few days". in any case, he was also mistaken in saying it will be delivered to my local apple store...it was shipped fed-ex to my home. brand new, not a repair.

and the new one is great - perfect screen. i'm a happy mac user again, but still feel apple's going through some growing pains with some of their front line staff. they're all very nice and i appreciate them giving me a call back #, they're first name, etc.

jksu

Now, if you could adopt the accepted convention around here of putting the quoted material at the top of the post and your response at the bottom, instead of inviting confusion by doing it backwards, I suspect the rest of us would then be as happy as you are.

 

[potentpotable]

Let's take a look at this from a different angle.

1) Apple owes you a working computer.
2) You paid for one.
3) The unit in question _may_ be defective in one of several ways.

4) As soon as Apple gets it back and confirms that it's defective, they will most certainly refund your money. This is a process which takes time. First they have to receive it and check it in.

Then they have to match it to your claim. Then it must be sent to their technical department for confirmation it's defective. This is where the people who have tried to cheat the system, mucked it up for those of us who are honest.

They promised a refund within 3-5 days of receiving it (I doubt it takes more than a week to ship even to California), and there's no need to spend an awful lot of time verifying my claim - because it's not my claim, the Geniuses declared it as "DOA" in my case ID!

I got the credit for my Magic Mouse within 5 business days as promised...as it stands I'm not sure whether Apple is stalling me (and it makes me worried that they've decided to revoke the DOA status after holding onto that unit, or if there is a legitimate and unfortunate delay. I'm damn worried because Apple has given me no reason to trust them anymore.

Being mad is what really makes these not work out in the end. I dunno if you sounded like an ass or what, but usually the nicer you are the nicer people are back to you and will try their best to help you.

I appreciate the advice! But trust me, I'm not stupid enough to take out my anger on a rep who has no knowledge about the context of my situation. Having worked in a similar position, I definitely know that no one would take the time to help me if I was being a d-bag. What I did do was stress that AppleCare was seriously failing to provide basic customer support (e.g. bouncing me around multiple times on the phone), and let each rep know explicitly that I was angry but not angry at them. And I always make sure that reps who do genuinely take the time to help me out to their best ability are recommended to their superiors.

Most of the time, customer service issues are caused by collective failure or poor corporate policy, not by individual fault.

 

[kazmac]

They promised a refund within 3-5 days of receiving it (I doubt it takes more than a week to ship even to California), and there's no need to spend an awful lot of time verifying my claim - because it's not my claim, the Geniuses declared it as "DOA" in my case ID!

I got the credit for my Magic Mouse within 5 business days as promised...as it stands I'm not sure whether Apple is stalling me (and it makes me worried that they've decided to revoke the DOA status after holding onto that unit, or if there is a legitimate and unfortunate delay. I'm damn worried because Apple has given me no reason to trust them anymore.



I appreciate the advice! But trust me, I'm not stupid enough to take out my anger on a rep who has no knowledge about the context of my situation. Having worked in a similar position, I definitely know that no one would take the time to help me if I was being a d-bag. What I did do was stress that AppleCare was seriously failing to provide basic customer support (e.g. bouncing me around multiple times on the phone), and let each rep know explicitly that I was angry but not angry at them. And I always make sure that reps who do genuinely take the time to help me out to their best ability are recommended to their superiors.

Most of the time, customer service issues are caused by collective failure or poor corporate policy, not by individual fault.

I've had a few situations earlier this year with Apple customer service and I can really sympathize with your issues regarding misinformation from Applecare and/or customer service. The first iMac I returned because of the dog whistle whine and yellow tint was a nightmare to sort out.

I would also say be persistent as far as calling.

The last Applecare person I dealt with not only called me back but emailed me. And he said I could contact him anytime I have an issue with my current iMac.

It's hit or miss. Can you track the return?

As far as refunds for returned computers, it took about 5 business days after Apple received my returns before the refund cleared back into my account. They will refund after they go through the process of checking the machine back in.

Sometimes it takes calling several times and speaking to several different reps and/or supervisors before you find someone who will solve your issue. It's frustrating as hell.

Don't give up, just continue to be persistent/polite. I almost gave up on Apple earlier this year because of the issues, but I'm still here. I've bought my last iMac but not my last Apple.

Wish you all the best and a speedy resolution.

 

[potentpotable]

Finally got my refund for the MacBook! However, VISA says I didn't actually get my Magic Mouse credited, hmm...we'll see.

Nonetheless, I'm writing (politely) to Apple Canada about this less-than-decent customer experience. They can't improve if they don't know where their weaknesses are.

 

[KissMyMac]

I can only sympathize with the OP on his problem with customer service. I recently (well actually it's been a few months already) purchased a MBP 2010 which had a defective battery. I would get 3 hrs of battery life at best while doing only very light work (2 pdf, 3 web pages, no video or audio). I noticed the problem within a few days of receiving my unit, and called AppleCare right away (btw, I paid an extra 3 years Apple care service...for nothing!). To make a long story short, it's been an absolute NIGHTMARE to have my computer replaced (the battery was replaced once at the Genius bar by the truly clueless and brainless Geniuses but no luck, same thing as before!).

Several months later, I am still in regular contact with Apple to solve this issue. They've replaced the computer once (after 2 months of phone calls and emails with various Apple reps, managers etc...), but the replacement unit they sent me had another defect which they accepted rather quickly this time but which has still not be resolved by Apple. I've had to spend SO MANY hours on the phone and on emails with them, and NOT ONCE did they apologize. So many times, they promised to do their part of job, and simply didn't do anything until I called back and asked what was going on. They wouldn't even offer a free iwork (worth $50) to be installed on the replacement machine for the inconvenience caused.

This is my first Apple purchase, and frankly I am absolutely AMAZED at how BAD their customer service is. It's worse than BAD, it sometimes feels their whole organization is genuinely built to make sure they'll give you the absolute worst customer experience ever! It's SCARRY and pathetic. I used to think Microsoft was the devil, now I'd tend to think it is Apple.

To the OP:

How did you story end? Did you finally get your money back and your free mouse? I am interested to know how they treated you in the end, because my own problem with Apple customer service is far from being over!

As a side note, I started a thread yesterday about my own experience with Apple customer service is, and guess what.... within hours it was deleted! I guess we are not supposed to say anything bad about Apple.

 

[GGJstudios]

As a side note, I started a thread yesterday about my own experience with Apple customer service is, and guess what.... within hours it was deleted! I guess we are not supposed to say anything bad about Apple.

If you took the time to read the Forum Rules, you'd know why:

One post. Do not post multiple messages with the same content. One post in the most appropriate thread is sufficient.

Posting questions/complaints about specific cases of moderation in the forums is frowned upon because they are not relevant to others and we can be more frank communicating in private. If you have general questions about moderation or site policies (not about a specific case), use the Contact form or the Site and Forum Feedback forum.

 

[neil1980]

Apple customer care seems to be a bit hit and miss recently in my opinion.

Never had an issue with them and praised them to loads of friends and colleagues many of whom swapped from windows to mac.

To cut a long story short I've had the same problem with 2 macbook power supplies in the house... the first one I took back and they were awesome. Swapped it there and then. I said about the second one being faulty and they said just bring it along and well swap it over.

Take the second one a few weeks later and they are complete and utter arses about it despite having the printed bulletin off the apple site about issues with the power supplies.

I think they seriously need to look at some members of staff (I guess at all branches worldwide) as how you can go from having one great experience with a problem to being completely fobbed off the next week with the same issue on another mac is beyond me.

 

[KissMyMac]

If you took the time to read the Forum Rules, you'd know why:

Thanks. True, I didn't read all the rules carefully enough. I guess I've been spending too much time lately with Apple customer care regarding my computer issue.

Apple customer care seems to be a bit hit and miss recently in my opinion.

Never had an issue with them and praised them to loads of friends and colleagues many of whom swapped from windows to mac.

To cut a long story short I've had the same problem with 2 macbook power supplies in the house... the first one I took back and they were awesome. Swapped it there and then. I said about the second one being faulty and they said just bring it along and well swap it over.

Take the second one a few weeks later and they are complete and utter arses about it despite having the printed bulletin off the apple site about issues with the power supplies.

I think they seriously need to look at some members of staff (I guess at all branches worldwide) as how you can go from having one great experience with a problem to being completely fobbed off the next week with the same issue on another mac is beyond me.

Yep, lots of contradiction between different Apple representatives. It looks like there is ZERO communication between employees. If your accredited customer representatives goes on holidays for 2 weeks, you just have to wait until they get back because NO ONE else at Apple will return your emails or calls. Even, the ones who are supposed to be covering up... It happened to me 2 or 3 times already! Unbelieveable.

It's really a shame because it makes the whole image of Apple go down the drain, and even if I wanted to recommend Apple products for their technological prowess, their horrible customer service ruins it all. Frankly, if you get an Apple, you better pray for NEVER EVER having to deal with their customer service. Otherwise, you're in deep trouble....

 

[GGJstudios]

Frankly, if you get an Apple, you better pray for NEVER EVER having to deal with their customer service. Otherwise, you're in deep trouble....

That's one opinion. That's not true for millions of Apple customers. Any large company, no matter how hard they try to provide great service, is bound to have some foul-ups, and they won't please 100% of their customers, 100% of the time. Humans are imperfect. If Apple service was poor across the board, these forums would be flooded with horror stories. As it is, they're few and far between.

It's irresponsible, overreacting and misleading to claim that anyone who has to deal with Apple customer service is "in deep trouble". I, like millions of other Apple customers, have had nothing but positive experiences with them. For every thread like this, ranting about poor customer service, I can find many where people are praising the way Apple took care of them.

It's understandable to be frustrated if you've had a bad experience, but don't be foolish enough to think that your experience will be shared by all Apple customers. It won't.