Apple

This is my impotent complaint-rant against Apple Computers. It is posted here because Apple Computers doesn't want to hear about complaints. However, in the very odd chance one of their telereps actually addressing a complaint, the odds are even worse that you will receive even remotely decent service. The following is a tale of mass incompetence--not for the faint of heart :

July 20th, 2007: I order a MacBookPro online directly from Apple Computers.

Mid-August, 2007: MacBook Pro arrives DOA (dead on arrival)

During a telephone call Apple Computers promise a new Mac within days.

2 weeks pass and no Mac

I contact Mac concerning the fact that nothing has arrived. Apple re-promises that the MacBook Pro is being shipped within 48 hrs and arriving within two weeks(!); they offer to throw in a product from their store to compensate for the time delay (limit: $50). I agree but do not yet choose a product.

13 days later, I check the tracking number and see that the MacBook HASN'T EVEN BEEN SHIPPED. The following day (a Friday) I contact Apple to complain. They promise updates throughout the weekend from "a team" that is working on getting it to me ASAP.

I wait, but there is virtually NO COTACT FROM APPLE THOUGHOUT FRIDAY OR THE WHOLE WEEKEND.

I call Monday, demand to speak with a manager, and discover that NO ACTION HAS BEEN MADE ON MY CASE. The manager I speak with asks if she can call me back in 45 minutes to "look into your case". She refuses to acknowledge that this is, in fact, bad service (only repeating again and again, "I understand that you are upset, but let's see what we can do . . ."). 1.5 hrs later, SHE HAS NOT CALLED BACK, so I call the Apple management team AGAIN(!). They offer NO EXPLANATION for why no action was taken during the previous weekend or why the manager did not return my call. I inform this second manager that it is perhaps unwise to promise a client that you will call them back and not do so when said client is already receiving terrible service.

Although this second manager also refuses to acknowledge that this is bad service, she does offer a credit of $200.00 (or thereabouts) to compensate me for my trouble(s) and continued absence of the laptop. I accept the offer of compensation. Recounting what they have promised to send, the manager states that I am to receive a MacBook Pro, a cheque of (or around) $200.00, and an armband that carries a video iPod as per MY CHOICE OF PRODUCT from the Apple Store. I inform her that I DID NOT CHOOSE the armband (I hadn't made any choice t all, in fact), but that I do not even own a video iPod. I ask who decided on the armband on my behalf and the manager replies she doesn't know. I choose a different product.

The manager informs me the cheque will take approximately 6 weeks(!) to arrive. Because I am moving from one province to another, I inform her NOT TO SEND THE CHEQUE TO MY CURRENT ADDRESS and I provide her with my new address. (NOTE: I have, in fact, already informed every Apple telerepresentative that I would be moving out of concern that the initial purchase may arrive too late)

Within two weeks the MacBook Pro and product from the Apple Store arrive. Finally.

Several weeks later, and having moved to a different province, I call to inquire about the cheque. An Apple management team member informs me that it has been sent to my OLD ADDRESS, so the process will have to start all over again. They ask me to e-mail my new address to them (even though I have them on the line at that very moment).

November 29th, 2007: I send the e-mail with my new address.

January 16th, 2008: I call Apple to inquire about the cheque at a number recommended by an Apple rep. What a surprise: no one at the number knows anything about the cheque, or what kind of credit it might be. They forward me to another rep that also has no background information available on my file concerning the cheque/credit and they forward me to someone else. This third person states that they have no information about the cheque because NO CHEQUE HAS BEEN ISSUED OR SENT. This third person takes my address (AGAIN!) and personal information and promises someone will be in contact with me within 24 hrs.

I ask if there's a number where I can issue a complaint. The rep offers a number. I call it, and that number connects to Apple Canada's general information number. There is literally no option to discuss issuing a complaint with anyone.

I call another number to issue a complaint. Because they have no information concerning the cheque they have no number that they can recommend for me to issue a complaint.

I hung up the phone, found this site, and have posted this, my complaint against Apple Computers. Apple products are great, but their customer service is pure evil. By and large Apple reps do not provide any service, they treat their customers like crap (I am a repeat Apple laptop buyer), and are utterly and completely incompetent.

APPLE is big company making high quality products, but they don't care about customers at all. Be aware of buying apple products - read this.
I have iPod Hi-Fi docking station which I have received as a gift from my parents about 16 months ago. It was very expensive present, they paid more than $500 for it from Apple online. This docking station has a great sound but it is stopped working last week. I have called the Apple customer service and ask them for help. They said the product is out of warranty and I have to pay for repair, I agreed ( there was no other option anyway ). The send me to the nearby Apple store. I have been waiting in the store about 50 minutes for assistance and after that they told me my product is out of warranty and they are not able to repair that. I have called the Apple again following day and they try to send me to the store again. I told them what happened in the store and they said they couldn't help me. I asked for some supervisor and they transfer me to her. She send me to the store again and when I told her what was happened in the store a day before, she said I have to go for vrepair to third party. So I go to the Chicago repair shop and asked for repair. The technician said they are able to repair that if they will have the part ( metal stick which going in to the iPod ), but they don't have it and there is no possibility to order it from Apple. I have called Apple again, they send me to the store, send me to the third repair party and after that, they told me I have to buy a new Hi-fi docking station. If I ask where, they said they don't know because they don't produce them anymore. I think this is BAD JOKE! I had product from APPLE for more than $500 which was good enough only for 16 MONTHS! Now, I should throw it away and buy a new one - other brand which will be for I hope last longer.

Purchased a ipod nano 2/14/07, uploaded it with tunes and plugged it into c280 mercedes. DEAD 2/30/08 and no freaking warranty? No thats the trashiest customer support I have EVER dealt with. You can count on this being the last POS apple product I ever own... GATEWAY FOREVER!

DON'T BUY APPLE! DON'T BUY APPLE! DON'T BUY APPLE! DON'T BUY APPLE!

I purchased an Apple iPOD shuffle for my son for Xmas 2005. In June, he had to return it for repair. He was told he had to send it to HP (Hewlett Packard). We thought they had some sort of repair agreement with Apple. It broke again. In November, he had to again return it to HP. At that point, the customer service person told him that this was actually an HP product NOT an Apple product. Although it had the Apple symbol first , then below it " iPOD" then in small letters below that HP.

HP had my son return the original box, disk, lanyard, ear phones and iPod. All we got back was an original iPod. I called and they said they could send the earplugs. (yet another day sitting at home waiting for UPS since you have to sign). I spoke to a supervisor and although they did have units, in boxes, with all components, he was not authorized to send me one. I asked to speak to his supervisor, he said he would call me back. Never did. I emailed Mark Hurd the CEO of HP. Over 1 week later ( Jan 17) I got a standard email saying that A Customer Escalation team would review my case)as of Jan 25 I still have not heard anything. This is an Apple product They need to make sure that I am their satisfied customer. It is not my problem that they did some sort of joint venture with HP. Apple's customer service group doesn't even know who to refer you too. I am disgusted with this service. Buyer beware. If you are not going to get good customer service stay away from the producer no matter how popular the product is.

I cannot believe how many companies have decided that websites and forums initiated by random people are sufficient modes of customer support.

I do love the FAQ sections as they often answer the questions that I have. What do you do when your question is not there? You try to reach customer service. I am a fan of the online customer support and even the emailing option, as I know it is efficient for companies. But why oh why would a company have neither of the services just mentioned? I have a problem with my iPOD Nano and it is not listed anywhere on their site. Unfortunate for me. Now I will have to call and pay for tech support, most likely. I just hope that companies do not continue in this direction. I appreciate hearing a real voice on the other end of the phone. I appreciate having some sort appropriate technical service.

Perhaps these days are ending.