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View Full Version : Apple Support is Terrible



talleyrand
04-23-2006, 05:28 AM
I have been having ongoing problems with an iMac that is under warranty, I paid for the Apple Protection Plan. Tonight the computer acts up again and I try to log into webchat support and bang !- "Your computers serial number is not recognized by Apple Support, you will have to fax us a copy of your original sales reciept to recieve support"
WTF??
I have an ongoing case number and have contacted web support at least 6-8 times.
And now they dont know me anymore??
I have been jacked around by idiot tech support jerks everywhere but this takes the cake.
Dude, I shoulda bought a Dell

dtravis7
04-23-2006, 05:32 AM
Not to be a big meenie, but have you ever tried Dell Tech support since they outsourced it to India? I read almost daily on very good PC forums about all the problems with Dell and the Indian based Tech support.

Try contacting Apple directly. You have one of the first iMac G5's and there are known issues and they owe you a repair/replacement.

baggss
04-23-2006, 05:38 AM
Tech support from almost any computer company can be hit or miss at times. My experience with Apple to date has been good, but that doesn't mean everyone will have the same results.

ghisleni@msu.ed
04-23-2006, 05:51 AM
Ive also had good experience with apple support but with all the apple computers ive known ive only even needed support a couple of times.

MJGUK
04-23-2006, 09:30 AM
Tech support from almost any computer company can be hit or miss at times. My experience with Apple to date has been good, but that doesn't mean everyone will have the same results.
Exactly.

But what I will say is that compared to other companies I've used, Apple have always greatly impressed me on this level.
Of course, you'll always have the odd bad experience popping up.
Personally, when that happens to me I just try and remember that it's most likely down to one person having a bad day, rather than a reflection on Apple has a company (although unfortunately it does some what).
Although if this ever does happen, I always make a point of speaking to someone at a reasonably high level in the company, to put that point across and give them the chance to correct their minor failures.

Either way, good luck with your support in the future!

EDIT-XTREEM
04-23-2006, 10:35 AM
I hate the apple support... My mac, wouldn't start-up, so i called applecare, they said to bring it to the store. i went to the store and the guy at the genis bar( which i had to wait in line for 2 hours for), he said that he couldn't fix it and that i dhould re install. i reinstalled the os and all the programs and it took me 2 weeks cause it was my first time and i didn't know how to do it, i bet the guy at apple could have done it in 2 hours. The worst part is that i pay for apple care. they should re name it, apple (pay for supprt that we dont even give).


Anyway, i did not have a fun experence.

tenbellys
04-23-2006, 10:52 AM
Not to be a big meenie, but have you ever tried Dell Tech support since they outsourced it to India? I read almost daily on very good PC forums about all the problems with Dell and the Indian based Tech support.

Try contacting Apple directly. You have one of the first iMac G5's and there are known issues and they owe you a repair/replacement.


i totally agree with you about Dell. They are just pure awfull. I manage 450 of there PDA's . . . there just useless.

anyways. ive only ever needed to use apple support once. and that was for a warranty claim on my ipod earbuds that was solved the same day

baggss
04-23-2006, 03:42 PM
I hate the apple support... My mac, wouldn't start-up, so i called applecare, they said to bring it to the store. i went to the store and the guy at the genis bar( which i had to wait in line for 2 hours for), he said that he couldn't fix it and that i dhould re install. i reinstalled the os and all the programs and it took me 2 weeks cause it was my first time and i didn't know how to do it, i bet the guy at apple could have done it in 2 hours. The worst part is that i pay for apple care. they should re name it, apple (pay for supprt that we dont even give).


Anyway, i did not have a fun experence.

How could you reinstall if the Mac wouldn't start up?

EDIT-XTREEM
04-23-2006, 05:35 PM
Boot from cd...

talleyrand
04-23-2006, 06:23 PM
My main problem is that Apple lacks phone support during off peak hours, when you have to admit they're needed most. It seems to me many/most Apple users are home users, I use a windows box at work. I have trouble with my Apple nights and weekends when Im actually using the thing.
And guess what? I only get to chat with someone with a limited grasp of engrish, has no idea what they're talking about, and never seems to be able to help me. Every chat session ends with them telling me to call Apple Care during business hours or take the machine to a repair facility. It is very frustrating.
Thats even if your machine works. I have only one machine at home usually, so if it dont boot, your screwed. And I dont know about the rest of you but with my work schedule I have to be on the freeway by 6:30am to get to work and after I pick the kids up from daycare and get home its usually 6:00pm. I have to call in sick or late just to call Apple Care after I shelled out $300 for the extended warranty and support.

baggss
04-23-2006, 06:35 PM
Boot from cd...

Good point. The way he said it I was assuming that the hardware would not even start, but he probably meant the OS wouldn't boot.

EDIT-XTREEM
04-23-2006, 08:25 PM
ya.. sorry that i made it unclear.

MacMania55
04-23-2006, 08:43 PM
I have found apple support to be ok. Does anyone else feel that AppleCare is really pricey just to extend warranty by 2 years and phone support???

baggss
04-23-2006, 08:44 PM
Yes. I have yet to purchase AppleCare on any of my purchases from Apple and have yet wish that I did. (Knocks on wood).

scooter
04-23-2006, 09:14 PM
Yes. I have yet to purchase AppleCare on any of my purchases from Apple and have yet wish that I did. (Knocks on wood).

*knocks alongside baggss* :oneye:

MJGUK
04-23-2006, 09:17 PM
Meh, I think you guys are right and it certainly is expensive!
But to be honest, I've just never wanted to take the risk and if a problem does arise, I've always found Apple very good.

That said, when I end up purchasing my MacBook Pro I do NOT look forward to the 200 odd Applecare on that! :(

to_tough_to_die
04-23-2006, 10:27 PM
Yes. I have yet to purchase AppleCare on any of my purchases from Apple and have yet wish that I did. (Knocks on wood).

I, on the other end, have needed it a great deal (glares at iPods). Luckily I have it.

dicesgary
04-24-2006, 12:12 AM
<Not to be a big meenie, but have you ever tried Dell Tech support since they outsourced it to India? I read almost daily on very good PC forums about all the problems with Dell and the Indian based Tech support.>

Dell has a market 100 times bigger and wider than apple, therefore their complaints are higher. Apple's share, which is less than 6%, doesnt have (relatively) as many customers to have as many problems as dell.

I use an Apple at home and Dell at work and I havent had any problems with both whenever I have used tech support. Both apple and dell, ship their empty boxes next day to you when needed repair. They are sent back completely repaired within 2-3 days usually with a very up-to-date repair status on their website

talleyrand
04-25-2006, 12:52 AM
The nearest Apple Store is 265 miles away.
I have been using a third party Apple Approved Repair Center for my repairs, the local Connecting Point store. They have an "excessive backlog" and have a five day wait period just to look at a machine. When they finally replaced my hard drive, they had my iMac 8 days. Counting all three times Connecting Point has had my machine they've had it a total of 16 days out of the last 65 and the problem has yet to be fixed.
After calling Applecare several times complaining about Connecting Points service, they never once mentioned I could mail it to them. Does anyone think that mailing the computer to Apple could be the end to my woes?
Also, Applecare has come in handy as my hard drive melted down about two weeks after the one year warranty expired.
Haven't ever had a problem with any of my ipods myself. My iMac G5 is the only Apple product I have ever had trouble with.

Slilock
04-27-2006, 12:07 PM
Mac support isn't the greatest but at least when you call them you get to talk to someone who speaks English.

dimagex20
04-27-2006, 09:46 PM
Plus with Apple Support, being put on hold isn't as mind bending as it is with some other PC Companies.

Dillinger-63
04-27-2006, 10:24 PM
I had to make my first support call today because I registered my AppleCare but had not heard anything for 4 weeks. It took me all of 30 seconds or less to speak to someone, the guy was very nice, he found out why the registration number did not go through their system, fixed the problem and I was done in less that 10 minutes. The best news was I could understand the guy, unlike when I call Dell support with my Axim x50v and am talking to "Bob" in who knows where, except that Bob is def not familuar with engrish.

RiseAbove24
04-28-2006, 04:30 AM
hm, compaqs support is awesome as far as i can tell. but all i really needed from them was a driver so i could see the volume control when i use it from my keyboard. lol. but they replied to me rite quick. apple seems decent though

dimagex20
04-28-2006, 06:27 PM
It all depends on the company.

puaerotch
04-28-2006, 06:41 PM
It all depends on the company.
more specifically it depends on who you get, it doesnt matter what company you call, if the person you get is rude or in a bad mood, you probably wont have a good experience. as much as we all do it, its not really right to blame the entire company for bad service

talleyrand
04-30-2006, 03:24 AM
It seems my problem has been solved.
Apple phone support did offer some decent help, I gave them props in the email survey. Fixed the problem myself.
I stand by my opinion that Apple online chat support is worthless.

PunkRockTuba
04-30-2006, 04:08 AM
I didnt know they had online support, but I dont think ill be using it to often if its bad.

alexmaccoll
04-30-2006, 07:25 AM
UK Apple support is second to none. Even at the busiest times of the day, you are never on hold for more than 10 minutes.
Tell that to Dell boy.
Alex

Bill Gates
04-30-2006, 10:33 AM
Yeah, me too its annoying

alexmaccoll
04-30-2006, 10:58 PM
Yeah, me too its annoying
Am I missing something?
Evidently this ******* has nothing better to do with his time, so writes irritating, and pointless posts?
What the **** is wrong with you?!
I'm sorry i really don't get this one..
Alex

Graphite
04-30-2006, 11:14 PM
Just ignore that guy, he owned about 12 different UserID's

cognaut
04-10-2008, 12:32 AM
Geez, I have worked as an IT professional for decades, and never seen such poor support from a vendor. At first they seem superior, speaking english well and usualy very kindly. But they are very difficult to reach (long hold times, dropped calls, not returned calls), and unable to address problems with my brand new defective Macbook pro. I you call during support hrs, and wait in the hold cue, they will drop your call after waiting for an hour because the cue was so lang and exceeded their operating hrs. They might be able to help if you want to know how to look up your favorites in the brower, but for any real problems, you just get a run around. Incredible frustration and hrs and hrs of time spent trying to get the problem fixed. I am glad I did not purchase the additional Macs I planned, though I am still suffering from a useless computer and useless support. I still have a useless box after spending thousands of dollars on a brand new computer. They will only provide a refund if you pay 10% fee even if the system is defective.

skaheadpunk
04-11-2008, 12:31 AM
TBH I wasn't overly impressed when my mac was sent off for 6 weeks and came back with a new HDD. I could have done that in 10 bloody minutes if they'd have told me that was what they were doing. As it was I couldn't boot properly, took it in to ask them, they said they'd never seen that problem before, and mailed it off!

On the other hand I buggered up my whole network the other day and called them - answered on the third ring, problem solved in 10 minutes (possibly because I was just being dense).

Montie Da Champ
04-11-2008, 12:35 AM
i've had a great experience w/ apple support.