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Mac warranty support sucks!
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simonc
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PostPosted: Wed Apr 13, 2005 6:36 am    Post subject: Mac warranty support sucks! Reply with quote

My case for my ipod shuffle broke yesterday, upon returning it to the stor eI was infomed that the warranty is with apple and needed to be sent away etc etc, the people at the store tried logging me onto the tech support apple site, that didnt work, and when I spoke to the guy at apple tech support on the phone- all he could offer was to refer me to the website, and when I infomed him that it wasnt working, he said" oh they are experiecing a technical glitch - try later".I told him this was not good enough, and then he told me to try logging onto the site with an @apple.com after my username.That is total BS! I thanked him for wasting my time, and rang up again asking to speak to someone who knew wtf they were talking about.

All this for a broken piece of plastic? get real.
Twisted Evil

Makes me wonder what will happen if my beloved new mac mini craps itself.
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bubba
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PostPosted: Wed Apr 13, 2005 7:13 am    Post subject: Reply with quote

Yeah, their phone support generally sucks ass. I consider myself lucky because I can drive 30 mins to an apple store and raise hell when I have problems.
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iMav
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PostPosted: Wed Apr 13, 2005 7:25 am    Post subject: Reply with quote

Definitely try to get to an Apple Store if/when you have issues...
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mgckmn73
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PostPosted: Wed Apr 13, 2005 9:53 am    Post subject: Reply with quote

i've had great help from apple with anything that has ever broken. i dropped my frickin ipod on the ground and they replaced it without any real fuss at all. what store did you buy it in?
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idave
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PostPosted: Wed Apr 13, 2005 11:11 am    Post subject: Reply with quote

I've received pretty good support over the years from Apple. In the past two years they have slipped a bit but whom would you rather deal with Dell? Lucky I live close to an Apple Store. Talking about support has anyone been able to get a replacement case for the Mac mini?
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bubba
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PostPosted: Wed Apr 13, 2005 11:44 am    Post subject: Reply with quote

idave wrote:
I've received pretty good support over the years from Apple. In the past two years they have slipped a bit but whom would you rather deal with Dell? Lucky I live close to an Apple Store. Talking about support has anyone been able to get a replacement case for the Mac mini?


Very true, at least you can get to an Apple support person in less than 5 minutes and they speak fluent english because they aren't outsourced to another country.
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nalenb
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PostPosted: Wed Apr 13, 2005 12:53 pm    Post subject: Reply with quote

Yet.

The only time I called our local Apple store, I spoke with a women who's English was her second language Sad
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bubba
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PostPosted: Wed Apr 13, 2005 1:14 pm    Post subject: Reply with quote

nalenb wrote:
Yet.

The only time I called our local Apple store, I spoke with a women who's English was her second language Sad


Bostonian was her first? Smile
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nalenb
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PostPosted: Wed Apr 13, 2005 1:51 pm    Post subject: Reply with quote

Haha.
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simonc
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PostPosted: Fri Apr 15, 2005 7:32 am    Post subject: Reply with quote

Yes, they are outsourced.To India it would seem (as most things are these days).And No, they were not fluent in english.I got my problem sorted, but this was after 2 hours of screwing about.I was not impressed,as this should have been someting really simple(c'mon , is it that hard to understand that I need a replacement case for my ipod because the one I have has snapped?)

In any case,Hope things look up from here.I guess it smarts knowing this , because if I still had a pc,sourcing parts & replacing them is a very easy prospect,wheras if I have to go through a rimarol to get things done it sh*ts me.
I guess I'll have to sing to my mini daily to keep it happy Wink

Although is this the price I pay for the best os around?maybe that makes it worth the drama....
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dp351
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PostPosted: Fri Apr 15, 2005 1:34 pm    Post subject: Reply with quote

simonc,

Sounds like you would be hard to please in any situation. It appears to me that they did what they could at the time and you were just not satisfied.

Fact is, Apple has the best customer support in the business as rated by independent sources. They consitently outrank Dell, who is heralded as a company with great customer support.
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nalenb
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PostPosted: Fri Apr 15, 2005 2:01 pm    Post subject: Reply with quote

So you would have been pleased with an answer of "see the website"? And then the site doesn't work so you walk out not knowing what your next step is or that you are going to get resolution? I don't think he was too hard to please in this situation. That's unacceptable.
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bani
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PostPosted: Fri Apr 15, 2005 2:06 pm    Post subject: Reply with quote

If apple's standard phone support response is to tell you to "use the website" then for all practical purposes, apple does not have phone support. it's like a company which advertises "24/7 technical support", and that support turns out to be an answering machine.
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epic_ed
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PostPosted: Fri Apr 15, 2005 4:21 pm    Post subject: Reply with quote

I hate when you're on hold and they tell you to check out the website! Evil or Very Mad
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nalenb
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PostPosted: Fri Apr 15, 2005 5:49 pm    Post subject: Reply with quote

Oh yah, especially when I call the cable company about my broadband connection being down.
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