Apple customer service nightmare

[Martin]

So, my mom bought one of the new iMacs while on tour of the USA. We get back to Canada, set it up and... kernel panic on boot. Even trying to reinstall, it keeps crashing.

I call up Apple, and after a good 20 minutes on hold, they decide that it's a hardware problem. Fair enough, it happens.

First they tell me that they have to repair it. No, I want a new computer I say. We didn't want a fixer-upper - we wanted a new computer. They finally admit that they can mark it as dead on arrival and that I can get a new computer. We're well past the hour mark on the phone, and I've talked to about five people.

Now they tell me though that they can't ship me a new computer, because we bought the computer at the Apple Store, not the Apple Online Store. Apparently the distinction matters, and no amount of talking can convince them otherwise. They tell me that we have to go to an Apple Store to get it replaced. Problem being, the nearest Apple Stores are in Toronto and Michigan. We opt for Michigan, as it's only an hour long drive.

You can't just walk into an Apple Store to return a broken product. You have to make an appointment to see a perhaps ironically named Apple Genius. Fortunately, they have the grace to fit us in the next day at 2pm. So we drive an hour to the Summerset Mall just outside of Detroit (which is perhaps the nicest mall I've ever been to), go to the Apple Store and wait for our turn. A woman wanting to know how to get pictures off of her camera is in front of us. 2pm rolls around, and after a mere 30 minute recap of all of the things that they should have on file from the tech support calls, they take back the computer and give us a new one - and claim that we owe them about $20 because of the tax difference in Michigan vs. where we bought it. We say that it's not our problem, and after a few minutes of discussion they decide that we don't have to pay the tax, and we're on our way.

To recap - returning the iMac required.
1+hrs on the phone with Apple
2hrs driving including $10 in tolls to cross customs.
30 minutes waiting for our appointment
45 minutes convincing them to actually take back the computer. Again.

[Zampano]

I was always distrustful of Apple, but I will resist this incredible opportunity to bash the company I don't like.
Though you certainly had to drive a very long way and wait a very long time for your new computer, I think this is normal when you've got a hardware malfunction. Many hardware manufacturers aren't prepared for the possibility that their products are faulty and instead depend upon the probability that each individual unit is not defective to reassure themselves.

[rdrake]

Sounds no better than the arguments I've had with the customer support for Rogers.

/me resists the urge to take jabs at Apple...

[Tony]

Heh, Martin - most of those problems would have been avoided if it wasn't for an out-of-state bought computer. You're a special case

What I find interesting about all of the "omg, Apple broke" stories is that no one expects them to break, so every little glitch is huge.

On the other hand, when a yet another Dell catching itself on fire, it is just another Engadget story with a cool picture that everybody laughs at.

Though just to be fair, sometimes Macbooks catch fire too

[md]

That's actually a rather quick resolution!

It may not be a computer... but a boat that I ordered for work in July, which was promised for August 1st is still not here. In fact I've got to drive to northbay now just to pick it up so it'll get here before hell freezes over.

[TheFerret]

That would have been resolved quicker if you just opted to repair your computer, I don't see why you wanted a new one when the one you got is new just with a defective part, sounds like someone is greedy with regards to some things...

[rdrake]

TheFerret @ Fri Sep 21, 2007 11:41 pm wrote:

That would have been resolved quicker if you just opted to repair your computer, I don't see why you wanted a new one when the one you got is new just with a defective part, sounds like someone is greedy with regards to some things...

I'm assuming he paid for AppleCare as well. If I'd paid for that, I would damn well expect them to fix it.

Even if he didn't I'd still expect a new machine, they could sell the old one as refurbished. Remember, he paid an apple tax on the machine in addition to what the hardware was worth. He wants his money's worth.

[Hikaru79]

I've had a few "problems" with my Macbook Pro. In fact, I've just received it back today after over a month in service. One of the other service calls lasted two months. What is the reason?

"Out of stock" parts. For over a month! Which parts? The LCD panel and the logic board (twice!). Now, correct me if I'm wrong, but I'm pretty sure every notebook Apple ships comes with both an LCD panel and a logic board. Has Apple actually stopped selling computers for two months, and I just haven't heard about it? Because otherwise it really sounds like Apple would rather churn out new customers rather than make sure the ones who've already paid can get a turn-around rate that is less than geological.

Anyway, I'm not angry. I've totally drank the Apple kool-aid. When it works, my Macbook is the most beautiful thing I have ever had the privilege to own. And despite these problems, the next computer I buy will almost certainly be a Mac. I just hope it never needs a part replaced =/

[md]

After you buy a mac you've already given them your money; you are less important to them then a new customer who hasn't given them money.

Yes you have value as a repeat customer and as a means of gaining mind share (others see your mac, you may tell them to get one, etc.). However, I bet in the minds of the higher ups at apple right now that value is probably smaller then that of new customers; especially since you've undoubtedly cost them money on this laptop now

[Martin]

TheFerret @ Fri 21 Sep, 23:41 wrote:

That would have been resolved quicker if you just opted to repair your computer, I don't see why you wanted a new one when the one you got is new just with a defective part, sounds like someone is greedy with regards to some things...

If I wanted a refurbished computer, I'd have bought a refurbished computer. If you bought a new TV and it burnt out after an hour, would you want to ship it out for three weeks so that they could fix it up? Or would you want it to be replaced? What they should have done is taken my credit card number (to avoid theft), shipped me a new computer express, then have me put the broken computer in the box and ship it back to them.

But md, that's not true at all. People who buy one product from any company tend to buy more. It's much more valuable for Apple to keep someone who they know is (was) willing to spend money on their products, than try to seduce someone who might be.

[jamonathin]

My favorite part about this topic is the ad at the bottom:

Quote:

Apple Retail Store
Apple Computers Ipods & Accessories Free Shipping in the GTA
www.ServAll.ca

[md]

I agree Martin, I'm just pointing out that it seems apple doesn't agree with us. There are plenty of cases of them refusing to fix things until they got negative publicity. It's a sad fact of life currently.

[TheFerret]

I said nothing about getting a refurbished computer, you would get the same computer back you bought just with one different part in it, so I don't see how they can sell it to someone else...

To Hikaru, it is possible for things to be out of stock for more than one month depending on where you ship it to... If you ship it to a contractors location, they have to get the parts from Apple and they get the parts most likely from Japan...

[OneOffDriveByPoster]

TheFerret @ Sun Sep 23, 2007 3:36 pm wrote:

I said nothing about getting a refurbished computer, you would get the same computer back you bought just with one different part in it, so I don't see how they can sell it to someone else...

Of course they can sell it to someone else--as a refurbished computer. Why would it not be a refurbished computer if they tried to give it back to me?

[TheFerret]

Basically what they would do would be to replace the defective part then send that same computer back to you, so I don't see how they could sell a defective part to someone as a computer... When they repair your computer, they are not giving you a brand new one and fixing and selling the old one, they are using your old computer and fixing that defective part and sending it back to you...