Apple customer service complaints!!
Posted by gopalshenoy on October 15, 2007
My previous post was about the horrible customer experience at the Apple store. I find out that I am not alone - there are more and more stories on the internet how their customer service is bad. Here is a recent post on San Jose Mercury News - very much along the lines of my experience.
Apple’s So-Called Geniuses Can Do Better: In order to fix my daughter’s iPod, a staffer at an Apple store wanted me to request an appointment with one of their ‘geniuses’ — their word, not mine - San Jose Mercury News 10/15/07
October 23, 2007 at 11:08 am
I have a lot of problems with Apple’s repair service.
My MacbookPRo is waiting for LCD replacement for over 3 weeks.
This is second time Apple installed bad LCD display in this machine.
Few Oily stains over 1 inch each shows inside the screen.
You can noticed this only on bright background.
The problem I have that nobody seems to realize that having a computer in repair for over 3 weeks
could be painfull. Worst - nobody can tell me when my computer will be ready.
October 30, 2007 at 7:23 pm
I have had kernal panic and screen freezes adnausium. Calling Apple support is tedious—1m hour wait times and rude treatment from product specialist Natasia was even more frustrating. Apple support where have you gone— you were great when you were struggling and now you are exceedlingly poor and arrogant now that you are having success. Help=Help are you listening???
December 3, 2007 at 11:40 pm
Dan,
I have you beat. I was on hold and transferred today numerous times. My call began at 3:25pm and did not end until 8:01. In that time, there was only 20 minutes of actual conversation. I have a black macbook. It has been sent in three times for the same issue and I have been to the Apple store twice. To date, the issue has not been resolved. After almost five hours on the phone today, I was told there was little that could be done unless the machine presents the problem while a tech is working on it. It is under my purchased “Apple Extended Warranty,” yet, Apple refuses to replace it. I have been an Apple customer since 1995. Apple is not the company it once was. I have never purchased a PC, but after today, I am looking at getting one of the new Sony PCs. I will never purchase another Apple product.
December 4, 2007 at 11:29 pm
I think my story tops the one originally posted here.
Went to the Apple Store in Palo Alto, not knowing about the new “Genius” appointment requirement. It was the Saturday after Thanksgiving, not the best time to go I admit, but my warranty was 3 days from expiring so it wasn’t like I had much of a choice. Was told by the greeter that getting an “appointment” with the Geniuses was harder than getting reservations at the French Laundry in Napa (HIS words, not mine) and I needed to go on standby. Despite using a cane and telling them that I was having knee surgery 3 days later, I was kept waiting for over 40 minutes while one of the “geniuses” spent 25 minutes with a lady who had one of the coveted appointments but couldn’t speak English trying to convince her that AT&T was wrong and there was nothing wrong with her computer, it was the ethernet setup.
Finally get “my” genius, Dale. Find out that it needs to be replace (he doesn’t even try it, just takes my word for it). Of course they don’t have the right replacements it in stock. Yes, they have 80 GB Ipods, but they aren’t white, and they aren’t allowed to give me a colour other than the one I have. They won’t take it (they say it’s due to “legal issues” — I’m a lawyer, that’s total BS) and can’t give me a confirmation print out showing that I brought it in before the warranty expired. He finally scrawls a # on the back of my original receipt and tells me that someone will call me on Tuesday, the day of my knee surgery (natch)
By the following Tuesday, when I’m coherent enough to deal with this again, I call the store. I’ve now been on hold an hour and ten minutes with no sign of a human.
And my husband (a mac user) wonders why I only use PCs . . .
July 13, 2008 at 1:46 pm
I have been trying to purchase the new Iphone for the last three days. On Saturday I called them and they said that they have a line 1hr deep and they have enough phone to help everyone out. When I got there 20 minutes later, the line was gone, and they said that they quit selling the iphone for the day, wtf? I drove from the other side of town, to get to this stupid store with no success. On the next day, I came in early, 45 minutes prior to store opening. I was the 4th person in line, and when they opened, they said they have only 3 phones left, and everyone else is SOL, come back tomorrow. WTF apple? Apple sucks, I will not recommend them to anyone any longer. AT&T Service sucks as well, and I don’t know why I am even bothering with this ish. Thanks for listening.