"We're sending your product back to you."

[Mlrollin91]

Cool story bro. It only took them five years to get it right for you. How could anybody question Apple and its commitment to its customers after your story? Hear that original poster with apple watch issue? Only five more years to go until you get a working watch.

It's not a cool story bro. This is how things work. I would not expect Apple to give me a new computer after one issue. They weren't even required to give me a brand new computer 5 years later. I also waited 5 years to contact the executive team. The OP has already done that. His situation will be resolved in 1-2 weeks. Once the executive team is involved the ball starts rolling a lot faster. You are just being extra critical. Things happen. Things take time. There is no use in threatening or make a huge scene because that only delays the process. If you are polite and keep calm, it will go a lot more smoothly.

You just don't clearly understand that mistakes happen. No one and nothing is perfect.

 

[the future]

Yeah, and because this story is so typical, Apple has the highest customer sat rates in the industry, right?

 

[Mlrollin91]

Yeah, and because this story is so typical, Apple has the highest customer sat rates in the industry, right?

I'm assuming this is in response to Lightsaber?

 

[Lightsaber]

It's not a cool story bro. This is how things work. I would not expect Apple to give me a new computer after one issue. They weren't even required to give me a brand new computer 5 years later. I also waited 5 years to contact the executive team. The OP has already done that. His situation will be resolved in 1-2 weeks. Once the executive team is involved the ball starts rolling a lot faster. You are just being extra critical. Things happen. Things take time. There is no use in threatening or make a huge scene because that only delays the process. If you are polite and keep calm, it will go a lot more smoothly.

You just don't clearly understand that mistakes happen. No one and nothing is perfect.

Okay, I agree, not really a cool story bro, just trying to be polite. You kind of lost me when you mentioned it took nearly five years to get your mac right and then explained how this was how it was supposed to work.

 

[Mlrollin91]

Okay, I agree, not really a cool story bro, just trying to be polite. You kind of lost me when you mentioned it took nearly five years to get your mac right and then explained how this was how it was supposed to work.

Its called a lemon. It happens. Nothing is perfect, but sometimes issues arise that cannot be fixed. At the end of the day, within 2 weeks of contacting the executive team I had a brand new computer. My iMac was already 2 years out of warranty at this point and they didn't care. They realized there was an issue and took care of me. Thats the exact definition of excellent customer service. Sometimes it takes effort on your part, in my case, a lot of effort. But I was made whole and even received an upgraded model from what I originally had purchased so many years back. Apple will do right by the OP.

 

[Lightsaber]

Makes sense, sounds good. Now only five more years of interacting with the apple executive team and a new watch will appear. Who could ask for anything else?

 

[Mlrollin91]

Makes sense, sounds good. Now only five more years of interacting with the apple executive team and a new watch will appear. Who could ask for anything else?

Clearly you aren't reading what I am saying. I didn't contact the executive team until a month ago. 5 years after I bought the computer. Within 2 weeks I had a brand new computer. Once executive team is involved, things move quickly.

 

[Dwalls90]

This whole series of events as described in this thread simply comes across as dishonest, negligent and disinterested on Apples part.

When you purchased your overly expensive watch they sold an extra cost overly expensive applecare warranty that they claimed both in the store and in writing would cover your watch if and/or when it broke for virtually any reason.

When you did experience a failure in your watch they then claimed it was not covered and would not provide any specific reason why. They then put the burden on you to prove otherwise.

Only after a substantial investment of your time did they finally say "whoops, my bad" and then offer to maybe, just maybe help you get it repaired. Oh, by the way, you will need to chase it down from Fedex delivery, because hey, we at Apple really don't have the time or desire to deal with this.

Please tell me if I miss d something here.

In my mind the question simply becomes "What exactly and I paying these overly high prices for?" Apparently it is not a really well made product, it broke. It was not the incredible level of service, what you got was pitiful. At some point you start asking yourself what your commitment to Apple is really doing for you.

I think this is spot on.

 

[Lightsaber]

Clearly you aren't reading what I am saying. I didn't contact the executive team until a month ago. 5 years after I bought the computer. Within 2 weeks I had a brand new computer. Once executive team is involved, things move quickly.

After everthing you have described in your experience and interactions with Apple regarding your mac they should consider themselves extremely fortunate for having you as a customer.

 

[Mlrollin91]

After everthing you have described in your experience and interactions with Apple regarding your mac they should consider themselves extremely fortunate for having you as a customer.

I disagree. I have literally no entitlement in my body. I bought something. I used it for 5 years. Yes it had issues but it was still usable for what I needed to do. I had countless repairs while it was covered under warranty and even some repairs after it was no longer covered. I contacted the executive team because AppleCare was telling me they were no longer willing to help. Which I thought was poor customer service. Within 2 weeks of the executive team getting my case they said I would be getting a brand new computer for my hassle. I just wanted to be treated properly by CS and have them continue to help me. Apple went above and beyond my expectation.

 

[Lightsaber]

I disagree. I have literally no entitlement in my body. I bought something. I used it for 5 years. Yes it had issues but it was still usable for what I needed to do. I had countless repairs while it was covered under warranty and even some repairs after it was no longer covered. I contacted the executive team because AppleCare was telling me they were no longer willing to help. Which I thought was poor customer service. Within 2 weeks of the executive team getting my case they said I would be getting a brand new computer for my hassle. I just wanted to be treated properly by CS and have them continue to help me. Apple went above and beyond my expectation.

Not sure where the disagreement is. Like I said, Apple is really lucky to have you as a customer.

 

[Mlrollin91]

Not sure where the disagreement is. Like I said, Apple is really lucky to have you as a customer.

I just feel like I'm getting the sense you think I'm crazy for still being an Apple customer based on 5 years of issues with a machine.

But with that being said, as I said early. I'm confident the executive team will make things right with the OP.

 

[Lightsaber]

You're happy, I'm happy.

I just feel like I'm getting the sense you think I'm crazy for still being an Apple customer based on 5 years of issues with a machine.

But with that being said, as I said early. I'm confident the executive team will make things right with the OP.

I am sincerely glad for you, really I am. I would like to wish the best to you. As for me I believe it is time for me to leave this thread. Peace.

 

[Dwalls90]

I just feel like I'm getting the sense you think I'm crazy for still being an Apple customer based on 5 years of issues with a machine.

But with that being said, as I said early. I'm confident the executive team will make things right with the OP.

I'm mostly confident of the same. What's unfortunate is the amount of time and money I have invested in the meantime. And having to be without my product I rely on for day to day use, it's incredibly unfortunate I have to be without the product for 2-3 weeks.

 

[Mlrollin91]

I'm mostly confident of the same. What's unfortunate is the amount of time and money I have invested in the meantime. And having to be without my product I rely on for day to day use, it's incredibly unfortunate I have to be without the product for 2-3 weeks.

Yes, without a doubt that is unfortunate and actually ridiculous. Maybe next time you speak with the executive just ask them for the express replacement. I'm sure they will see if they can send you one and just keep the one that is being sent back to them now. (Assuming this has not already been brought up as a possible solution).

 

[adamjackson]

To anyone with an hour to kill, go read my thread with the exact same experience:

https://forums.macrumors.com/threads/apple-has-cancelled-my-watchs-applecare.1992482/

Apple may have the highest customer satisfaction but they move billions of dollars in product a quarter and mistakes do happen. They made good with my issue after wasting a lot of my time but the ultimate result was better than I could have expected where I didn't have to pay for my AppleCare+ Incident (the fee was waived) but my aC+ still has 1 incident on it out of 2 available.

I'm confident this will get resolved but likely in 10 more pages of discussion.

 

[Dwalls90]

Received a call back from the executive today.

Looks like my watch was received back by the depot for round 2 today, and is undergoing examination for repair/replacement. Ideally a replacement watch will be issued by tomorrow or Wednesday.

Why an express replacement watch, nor a new boxed watch, wasn't ever offered after the escalation of this case and hours of my wasted time last week, is beyond me. Further annoyed that no level of "compensation" is being provided due to these extenuating circumstances. After all the fighting, I'm simply receiving what I was originally "owed" per my warranty. Even a stupid gift-card in a nominal amount would substantiate their apology to some degree.

I'm glad that it sounds like I should have a functioning watch back after a few weeks, but this experience has seriously made me reconsider my brand loyalty to Apple. I will not be buying Apple Watches as Christmas gifts, and unfortunately will being recommending others do the same.

 

[TxWatch]

After reading through this thread and the one created by adam several weeks ago, I do not blame you for being extremely frustrated with Apple. I hope they do something for you or they will have lost a customer for life over a the cost of a measly Watch. ($50 to them?)

 

[profmjh]

I've read the whole thread, too, and I'm simply astonished by it.

Have you explicitly asked Apple for compensation of some sort?

 

[Attirex]

Lawyer up!

 

[Dwalls90]

I'm a little disappointed I'd have to explicitly ask for "compensation." I asked for them to find a way to keep my business, I feel like that is obvious enough to any executive customer service level.

The harsh reality is my entire family has spent tens of thousands on Apple hardware since the 80's, and I'm not so sure I will continue that trend.

 

[44267547]

I'm a little disappointed I'd have to explicitly ask for "compensation." I asked for them to find a way to keep my business, I feel like that is obvious enough to any executive customer service level.

The harsh reality is my entire family has spent tens of thousands on Apple hardware since the 80's, and I'm not so sure I will continue that trend.

What was Apple's response to you when you requested to be compensated? In any case, you have had one of the worst experiences I have heard to date. At least you potentially have a replacement device on the way.

 

[bcave098]

Its difficult when you are dealing with low level employees that don't know what to do, but once you get the executive team involved, it typically works itself out

More like low level employees that have no power. Level one advisors literally can't make any exceptions.

I'm a little disappointed I'd have to explicitly ask for "compensation." I asked for them to find a way to keep my business, I feel like that is obvious enough to any executive customer service level.

The harsh reality is my entire family has spent tens of thousands on Apple hardware since the 80's, and I'm not so sure I will continue that trend.

Apple (i.e. higher levels) typically won't offer anything extra until the technical side of things is resolved.

 

[44267547]

More like low level employees that have no power. Level one advisors literally can't make any exceptions.



Apple (i.e. higher levels) typically won't offer anything extra until the technical side of things is resolved.

Not necessarily. Not all technical issues are resolved To the customers liking, which in some cases, the Company should make compensation arrangements when handling the issue in the midst of resolving problems, if it's the Companies fault. Otherwise, you can guarantee the customer will be calling back until they are satisfied.

 

[Dwalls90]

My understanding is watch examination for repair/replacement should generally be wrapped up within a business day, so I'm expecting an update for the executive today.

What was Apple's response to you when you requested to be compensated? In any case, you have had one of the worst experiences I have heard to date. At least you potentially have a replacement device on the way.

I cited my terrible customer service experience, denial of warranty and hours of wasted time, and that issuing me a refurbished watch was not the correct solution to my issue. Clearly the executive ignored this comment.

More like low level employees that have no power. Level one advisors literally can't make any exceptions.



Apple (i.e. higher levels) typically won't offer anything extra until the technical side of things is resolved.

Are you speaking from experience? Is this proven to be true? Because it doesn't seem at all obvious that I should be expecting anything at this point.