Apple Customer Service

uberwolf

I'm posting this as both a warning and a question, my GF bought a 12" powerbook bout 1 1/2 months ago, lovely little thing. She had to send it back though because it was a bit warped (would rock a bit when put on flat surface), she waited the 2 weeks and rang to see what craic was. She was told that the designated repair people had to order in parts and that no estimate as to return could be given.

She asked why she couldn't have been told this - ans. no way of communicating with customers was answer.

My question - why does designated repair company not have all basic parts in stock - no ans given.

2nd call - can I have the number or email address for customer service (she was ringing repair number) - ans. customer service do not have telephone number or email address.

Q. Why not? - ans. you have to be put through to them after calling repair people, if they deem your call worthy, you may be in luck.

Q.Why could you not tell me about the delay - ans. We (apple) only communicate via phone or fax.

WTF is that about I hear you say, WTF is that about is what I say!!!!

Q. You supplied me faulty goods that you have had in repair longer than I have owned it, can I have a replacement/loan of one till its ready? ans. No, that is not our policy.


Moral of story, unless there is sea change in this kinda shite, the laptop and desktop I was going to buy this summer will know be bought elsewhere. Which is a real shame, cos I wanted to give apple my custom.

Has anyone else had experiences like this?

babypink

well i can't say that i've had an experience as bad as that, quite the opposite in fact.

the combo drive on my iBook gave out so they took the machine away on a friday morning, i had it back in my hands on the following tuesday morning with a brand new combo drive. now i know that something like that is a standard part and is easily available, but you can't argue with the turnaround on that.

my second example was just before christmas the battery in my iPod gave up the ghost so i rang up and they took it away...ok i was waiting about a week to get it back from the netherlands but the thing arrived on the morning of christmas eve, with a new battery installed.

i think to be fair, as with all companies, you get your nightmare situations and you get your fast quick situations. I seem to have been lucky so far..i just hope that i don't have to endure a painful one

uberwolf

I have no problems with the thing breaking, even if it was new. Shit happens. But for customer service to be x-directory, and for an IT company to only communicate by phone? Doesn't inspire confidence in the medium their business is based on.

I'm glad to hear you've had pleasant experiences though. I'd love to buy from them, but I'd need to do it with confidence.

dub45

I have had a bit of experience in dealing with both their support and the apple store and unfortunately I have to say it was appalling. Long waiting times on the phone - couldnt care less answers from the support guys - wrong size laptop backpack sent to the wrong address! And particularly purchasing Panther was a traumatic experience. So much for a supposedly go ahead company and an alternative to Microsoft!