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Originally posted by Zylka
Nothing entirely unfair. It's just the general culture of customer service that seems to reside within any facet of Apple operations that's just so pathetic, and dare I say "arrogant". Arrogant being a loosely applied description in that true arrogance only resonates with effect when a company has more than the rabid backing of closeminded lemmings to justify it.
ie.) When coming back to the Apple store with my non functioning iPod mini, this *ing over the hill dweeb who couldn't make more of himself in life than "Apple sales clerk" responded in quite an irritated and condescending manner on how I have to send it in for repairs myself. Regardless of whether or not I'm the ten billionth person who walks in there unknowing that I have to send a defective unit in at my own shipping cost, I don't want to EVER be talked to like that by a business that I HAD JUST MADE PURCHASE FROM. Aside from which, all apologies for not being hooked up to "Apple fan mail" and the hip, applevine up-to-dates on why the survival of Microsoft pity can't manufacture durable products. [Let alone offer a commercially responsible warranty to rectify problems ensuing from such]
Point in case number 2 was annoying enough in itself to provoke hatred of the company and an unwillingness to consider them for laptop purchase coming this fall. I had phoned technical service up in query of repairing my now unresponding iMini. My choices here consisted of either sending the unit in at my own ~50$ shipping fee for replacement, or the $69.95 warranty upgrade and fixture which seemed the reitorating theme in their "service" strategy.
I quite politely asked to be directed to customer service, only to be pausingly asked "what concern I'd be sharing with them there". Apparently I'm not allowed to contact customer service without T.S. first compiling and approving a case file on my behalf.
I continue with the same operator on how I'm not all too keen to be sending in a deffective unit at considerable cost only to be sent the same product after however many weeks of waiting. Yet I would see some gain in the entire transaction, if, say, I send the unit in on my own shipping costs, though rather for a deductable on a newer unit like the nano or iPod30g. They would be sending me an entirely NEW iMini as "repair" for the old, so it's not like a procedural step would be missed here other than my forking over additional $$$ for a different boxed unit.
Never got through to customer service, and was only reitorated the option of face replacement after customer bared shipping, or face replacement after the traditional corporate moneymaker of warranty "upgrade"
From there I tried to "raise hell", but was feeling too nice a person to actually start screaming into the reciever and calling the operator the dork piece of **** he was. Lesson learned on passive complaint, as dork boy actually laughed in response to my calm and pointed reasoning on why I wasn't happy with the options available.
And now.. aside from all the above.. As much as I like certain posters in the OT forum, especially the Canadian ones.. "Some" of them really seem to embody, by example, the near zealot like ignorance that Apple fanatics are so claimed for. This thread has done wonders in underscoring how the iconic legend of Apple has so overbaringly used the certain "fervour" of fanbase as crutch to survive
Nothing entirely unfair. It's just the general culture of customer service that seems to reside within any facet of Apple operations that's just so pathetic, and dare I say "arrogant". Arrogant being a loosely applied description in that true arrogance only resonates with effect when a company has more than the rabid backing of closeminded lemmings to justify it.
ie.) When coming back to the Apple store with my non functioning iPod mini, this *ing over the hill dweeb who couldn't make more of himself in life than "Apple sales clerk" responded in quite an irritated and condescending manner on how I have to send it in for repairs myself. Regardless of whether or not I'm the ten billionth person who walks in there unknowing that I have to send a defective unit in at my own shipping cost, I don't want to EVER be talked to like that by a business that I HAD JUST MADE PURCHASE FROM. Aside from which, all apologies for not being hooked up to "Apple fan mail" and the hip, applevine up-to-dates on why the survival of Microsoft pity can't manufacture durable products. [Let alone offer a commercially responsible warranty to rectify problems ensuing from such]
Point in case number 2 was annoying enough in itself to provoke hatred of the company and an unwillingness to consider them for laptop purchase coming this fall. I had phoned technical service up in query of repairing my now unresponding iMini. My choices here consisted of either sending the unit in at my own ~50$ shipping fee for replacement, or the $69.95 warranty upgrade and fixture which seemed the reitorating theme in their "service" strategy.
I quite politely asked to be directed to customer service, only to be pausingly asked "what concern I'd be sharing with them there". Apparently I'm not allowed to contact customer service without T.S. first compiling and approving a case file on my behalf.
I continue with the same operator on how I'm not all too keen to be sending in a deffective unit at considerable cost only to be sent the same product after however many weeks of waiting. Yet I would see some gain in the entire transaction, if, say, I send the unit in on my own shipping costs, though rather for a deductable on a newer unit like the nano or iPod30g. They would be sending me an entirely NEW iMini as "repair" for the old, so it's not like a procedural step would be missed here other than my forking over additional $$$ for a different boxed unit.
Never got through to customer service, and was only reitorated the option of face replacement after customer bared shipping, or face replacement after the traditional corporate moneymaker of warranty "upgrade"
From there I tried to "raise hell", but was feeling too nice a person to actually start screaming into the reciever and calling the operator the dork piece of **** he was. Lesson learned on passive complaint, as dork boy actually laughed in response to my calm and pointed reasoning on why I wasn't happy with the options available.
And now.. aside from all the above.. As much as I like certain posters in the OT forum, especially the Canadian ones.. "Some" of them really seem to embody, by example, the near zealot like ignorance that Apple fanatics are so claimed for. This thread has done wonders in underscoring how the iconic legend of Apple has so overbaringly used the certain "fervour" of fanbase as crutch to survive
Apple usually sends you a box to ship it in, and pays for all shipping and repairs in the six months. More if you buy AppleCare (in which case they often give you a free upgrade if a replacement is needed).
You'll have to pay shipping if it is over six months old. Or you could just take it into the Apple Store if there is one near you (for free tech help). If you buy AppleCare, you basically have absolute insurance on the iPod and will usually get it replaced for nothing if the problems are serious enough.
You have one year to decide if you want to buy AppleCare.
And, I bought a new Dual Core Mac a couple of days ago. It died after I did a software update, so I took it back and they gave me a new one right there. And they kept the helpdesk open past closing time just so I could try out the new one and make sure I was absolutely happy with it.
Absolutely terrible service.
And Apple is consistently voted the best computer company for customer service, so they must be doing something right.
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