Steve Jobs ingores European users

[michelepri]

I was not using enough psychology with the Apple rep? Only because I wanted to repair a broken Apple phone? Yes I could study ways to make the Apple and Telecom people happy by helping me, but I have things to do and it's just a lot easier for me to stop buying Apple. It's sad, I like Apple, but they have to learn to be nice to their customers instead of relying on fanatics that would die for them. Anyway my defection won't make any difference for them. All of Europe would not make any difference for them. So installing XP on my Macbook pro is a first small step to make thing "just work" in my life.

 

[Sobe]

All you have to do is go to:

http://www.apple.com/retail/storelist/

I don't see any German Apple stores, so it's pretty obvious what they are doing...

Is there a German Apple store not reflected on that list?

Apparently, they don't have the distribution/collection facilities in that country so they are going through the local telecom.

I can appreciate the fact that this might not be the most efficient system, but surely it did not come as a surprise.

Where did you expect to take your phone in for service?

 

[michelepri]

All you have to do is go to:

http://www.apple.com/retail/storelist/

I don't see any German Apple stores, so it's pretty obvious what they are doing...

Is there a German Apple store not reflected on that list?

Apparently, they don't have the distribution/collection facilities in that country so they are going through the local telecom.

I can appreciate the fact that this might not be the most efficient system, but surely it did not come as a surprise.

Where did you expect to take your phone in for service?

I expected to be able to send it to Apple since Telecom doesn't want it. It's reasonable, I can do it with anything else from Apple. And they usually have deals with Gravis stores, where all service is performed.

 

[michelepri]

These sorts of threads used to be funny but now they're just getting annoying. I'm very sorry to hear about your difficulty in getting your iPhone serviced. Although it is very frustrating to not be able to get the answers you want from their phone support, coming to the conclusion because of it that Mr. Jobs is just a swindler who doesn't care about Europe is simply laughable. The reason you're not getting much of a positive response from people here is that you're not coming for help or advice with a problem, you're just acting childish about it, saying unreasonable things about Apple as a company, and threatening to go back to Vista (as if any of us care what computer platform you use). If you want a resolution to your problem get back on the phone with Apple and don't back down until you get the issue resolved satisfactorily, but just remember that you catch more flies with honey than you do with vinegar. If you have a legitimate demand for assistance from the MR community let us know and we'd be happy to help however we can. If you just want to whine and complain and call Steve Jobs names, go do it somewhere else. We're not really interested in hearing it.

I'm not asking for help since I found a solution by myself. I'm just posting about my experience so that European buyers know what to expect if anything goes wrong.

And no, I've never "threatened" to go to vista. It's not a threat, I still like Apple, I don't want to hurt anyone and I was the first one to state that my switch would not make any difference for Apple. I'm only switching for myself. If you go to a restaurant and for some reason got poisoned, you'd probably not crave their food anymore. You'll buy your food somewhere else, and might want to talk about your experience. Buy why expect people to think that your change in taste should be a threat to anyone?

 

[sananda]

In your story, what has showed any signs that Apple don't treat European's fairly??? You are just labeling yourself a European and saying that this is the only reason you have been treated "unfairly"!!!! You are being ridiculous!!!!

Your story has nothing whatsoever to do with you being European or being in Europe.

clearly there is a valid criticism of service arrangements for at least some europeans specifically germans.

the op has set out that he is unable to access servicing for his iphone in germany at a reasonable cost and in a reasonable time frame; he was told a repair could take months and would be ridiculously expensive. whereas in the us there are decent service arrangements available.

i think it's quite right this has been brought up. if apple are going to sell iphones in germany they ought to have sensible after sales care organised.

 

[ChrisK018]

I think complaining about poor service is reasonable. When these threads go up there are people with similar horror stories-- and then defender people that swear Apple picked up and repaired their ailing phone/computer with a helicopter courier service.

But complaining that Steve Jobs did not reply to an email is a bit much. Unless you have a really good story (say... disabled war veteran orphan) and some savvy news media connection to get that story out: "Steve Jobs ignores orphan war veteran who dropped his phone" I don't think you'll be hearing from Apple.
If it makes you feel any better-- I don't think Jobs would have replied to that email if it was an American either.

I'd rename the thread: "Apple iPhone repair in Germany is garbage"

 

[samab]

clearly there is a valid criticism of service arrangements for at least some europeans specifically germans.

the op has set out that he is unable to access servicing for his iphone in germany at a reasonable cost and in a reasonable time frame; he was told a repair could take months and would be ridiculously expensive. whereas in the us there are decent service arrangements available.

i think it's quite right this has been brought up. if apple are going to sell iphones in germany they ought to have sensible after sales care organised.

It is up to Apple's German partner T-Mobile to provide under sales care, insurance coverage, a "loaner iphone" when your's is in the repairing shop.

Even in the UK, different return rules applied if you bought your iphone from Carphone Warehouse (7 days) vs. O2/Apple (14 days). Carphone sells a different iphone insurance policy.

 

[alFR]

Well, according to a slightly dodgy Babelfish translation of the German iPhone warranty from here, it looks like the German iPhone has an Apple warranty/service agreement just like it does everywhere else, with Apple or their nominated telecoms supplier responsible for service. Personally I'd get back on the phone to Apple/T-Mobile and ask them to fulfill the terms of their warranty/service agreement, although of course "service options and availability may vary".

 

[sananda]

It is up to Apple's German partner T-Mobile to provide under sales care, insurance coverage, a "loaner iphone" when your's is in the repairing shop.

Even in the UK, different return rules applied if you bought your iphone from Carphone Warehouse (7 days) vs. O2/Apple (14 days). Carphone sells a different iphone insurance policy.

it doesn't matter who provides the servicing. apple and its partners should have put in place a system for non warranty repairs. it seems from the op's experience that there is no such sensible system.

i have no idea why you seem to think the returns policy of various shops is relevant to this thread.

 

[Sobe]

it doesn't matter who provides the servicing. apple and its partners should have put in place a system for non warranty repairs. it seems from the op's experience that there is no such sensible system.

i have no idea why you seem to think the returns policy of various shops is relevant to this thread.

Apparently they did. The OP just doesn't like how they handle them.

That may be a cause for changing policy, but it hardly amounts to ignoring an entire continent of users.

 

[michelepri]

clearly there is a valid criticism of service arrangements for at least some europeans specifically germans.

the op has set out that he is unable to access servicing for his iphone in germany at a reasonable cost and in a reasonable time frame; he was told a repair could take months and would be ridiculously expensive. whereas in the us there are decent service arrangements available.

i think it's quite right this has been brought up. if apple are going to sell iphones in germany they ought to have sensible after sales care organised.

Excellent wording! That's exactly what I was trying to say. You made it much more clear. Thank you. That's basically what I'm calmly trying to tell Apple, with no hate and not seeking a revenge. Thanks

 

[samh004]

Why are all people who reply to the TS so ignorant? He does not expect Apple to service his iPhone for free; he just expects it to be serviced, and he is willing to pay for it as well (as it was his own fault he dropped it).

His little blurb about not expecting them to pay for it came much later than his original post, he edited his first post to add it in. From what he wrote prior to that edit he didn't seem to convey the idea that he was willing to pay for the repair, however I did mention it in my post anyway.

I am sure there is a service channel in your country that you can go down. Just because you were rebuffed by both companies the first time doesn't mean that is their stance, you just happened to deal with the wrong people this time, there are moody people out there.

If you'd sent off a better worded e-mail to Steve Jobs along with perhaps query regarding where you could go for service, I'm sure you would of got a response of some sort.

 

[michelepri]

I think complaining about poor service is reasonable. When these threads go up there are people with similar horror stories-- and then defender people that swear Apple picked up and repaired their ailing phone/computer with a helicopter courier service.

But complaining that Steve Jobs did not reply to an email is a bit much. Unless you have a really good story (say... disabled war veteran orphan) and some savvy news media connection to get that story out: "Steve Jobs ignores orphan war veteran who dropped his phone" I don't think you'll be hearing from Apple.
If it makes you feel any better-- I don't think Jobs would have replied to that email if it was an American either.

I'd rename the thread: "Apple iPhone repair in Germany is garbage"

I never complained about Steve not responding. Sorry if my post was misleading. I'm complaining that nobody at Apple or Telecom cares. I was complaining about Apples silence, not Steve. And anyway, I'm sure he knows already about the Iphone service here not being decent, and he probably doesn't care.

 

[samab]

it doesn't matter who provides the servicing. apple and its partners should have put in place a system for non warranty repairs. it seems from the op's experience that there is no such sensible system.

i have no idea why you seem to think the returns policy of various shops is relevant to this thread.

It is relevant because it's not only returns policy that is different --- it's 10 million other things as well (like insurance policy).

Apple chose to off-load the servicing aspect to T-Mobile. In return, T-Mobile Germany probably paid less for each iphone. It's like people buying brand new computers --- HP or Dell paid substantially less money for a copy of OEM Windows OS. In return, Microsoft disavowed any tech support for these computer buyers.

 

[SheriffParker]

I'm complaining that nobody at Apple or Telecom cares.

Just get your iPhone serviced through Telecom... what is so hard about that?

 

[skubish]

Some European users feel that Apple ignores their satisfaction and only runs after their heavy Euros. Well I can confirm this feeling, doe to my last experience with Iphone and Steve jobs.

Yesterday I wrote the following email to steve jobs:

I bought my Iphone legally, from Telecom with full contract, which turned out to be a huge mistake.

I dropped my Iphone and one button was damaged. I called Apple, they told me rudely that they can't help, to go to Telecom, and that anyway it would be very expensive and take weeks.

I went to Telecom and they told me it could take weeks or even months. That the IPhone was not serviced like other phones, and I would do better to find an unofficial repair shop.

Now I have no Iphone and a very expensive monthly plan to pay for two years. And everyone knows here that the IPhone plans are very expensive compared to anything else in Germany.

I would expect that an IPhone customer from Apple would be treated better than a Nokia customer. In this case, I was ripped off many times, at every level of the selling chain and it's left me a bitter taste about Apple in general (I have an extensive number of your computers).

Are we in Europe only a source of cash for you? Do we not deserve anything else but a kick behind after we've paid?



Of course I was willing to pay for service, since it's my fault. But Telecom and Apple don't want to bother. Only contact them if you want to buy something. Does one have to write an Email to the CEO in the hope than SOMEBODY with care about customers?

What do you think Steve answered? Nothing of course! Why waste time with a customer in Europe? And service? Why offer service when the customer already signed and paid?

Not that it will make any difference for Apple, but I can't keep buying their products after being ripped off. So I will be converting slowly to Vista. I hope it all goes well. I will open a thread somewhere and keep a diary of my reconversion. Now every time I see Jobs speak, I will see him as nothing more than a talented car dealer with a special interest for ripping people off.

Well if you are willing to pay the answer is simple. 399euros for a new iPhone. I think what you meant to say is that you are willing to pay a small amount of money to fix an iPhone. This is something that you neither deserve or are entitled to.

 

[sananda]

Just get your iPhone serviced through Telecom... what is so hard about that?

they don't seem very interested in repairing the phone; they say it could take months and be ridiculously expensive.

Well if you are willing to pay the answer is simple. 399euros for a new iPhone. I think what you meant to say is that you are willing to pay a small amount of money to fix an iPhone. This is something that you neither deserve or are entitled to.

are iphones disposable? if one button is damaged are we to buy new ones. i don't think the op meant to say that he is willing to pay a small amount to fix an iphone. as there is nothing to the contrary, i should think he is willing to pay a price which is reasonable and proportionate to the damage.

 

[Sobe]

What would be nice is to get a real dollar amount and a real time frame on exactly what the repair would entail.

"months" and "ridiculously expensive" are sort of vague terms.

Can anyone in Germany firm up exactly how much and how long for assorted services?

 

[marykay9507]

I am curious-- did you write a letter to Telecom also?

 

[mrJnC]

Perhaps there's another alternative. I Googled for "iphone repair center" and came up with this:

http://www.iresq.com/iphone/

I'm not a shill of iresq, just thought there might be some other approach to the OP's predicament.

 

[skubish]

they don't seem very interested in repairing the phone; they say it could take months and be ridiculously expensive.



are iphones disposable? if one button is damaged are we to buy new ones. i don't think the op meant to say that he is willing to pay a small amount to fix an iphone. as there is nothing to the contrary, i should think he is willing to pay a price which is reasonable and proportionate to the damage.

In Apple's mind buying a new one is reasonable. Personally when I break something on my own fault I fully expect to buy a new one. If I am able to get it repair for lower cost I consider it a bonus, not an entitlement.

 

[sananda]

In Apple's mind buying a new one is reasonable. Personally when I break something on my own fault I fully expect to buy a new one. If I am able to get it repair for lower cost I consider it a bonus, not an entitlement.

i have an identical ibook to yours. the other day i couldn't send a fax. it seems the modem port is broken. i'm not going to buy a new macbook. i'm going to go to the apple store and get a new port fitted. i'm pretty sure they aren't going to say it will take months or that it will be ridiculously expensive. rather i think they will take care of everything at a reasonable price in a reasonable time frame.

my ibook's problem seems fairly trivial. rather like the op's button on his iphone. it would be nice if he could get the same sort of service in germany that i can get in the uk. whether that is from apple, t-mobile or an authorised repairer.

 

[SheriffParker]

they don't seem very interested in repairing the phone; they say it could take months and be ridiculously expensive.

They are the only authorized repairer of iPhones. Its the only thing to do... either buy a new one or get it fixed. I don't see what's so hard to comprehend.

The OP doesn't even have any particulars on price or timeframe, just vague statements that make it seem "impossible to repair". This is obviously not true, since Telecom says they can repair it, but that it might take a while.

I'm sorry everyone is not fawning all over the OP and offering to fix his iPhone, but sometimes you just have to deal with the options available.