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Switcher Hangout The place for switchers to discuss their new machines, and how to work with OS X. General support can be had here for newbie stuff, like "How do I restart my new iMac?" :)

Apple Care DISAPPOINTING.


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MacLover2011

 
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Today I called Apple Care for the first time about my iMac. After I got through to the person on the phone I was taken back how informal his way was. I almost felt I was talking to a high school student who was laughing at my lack of knowledge. There was no professionally and no going through a list of troubleshooting. IT WAS A JOKE TO BE HONEST!!!!!
Then today I find out, at the Apple Store, that the Apple Care phone service is nothing more than people on a calling list that is directed to their phones to their homes. It's really not workers for Apple. It's people at home. I don't know the details but let me tell you IT WAS A JOKE. I am really disappointed. Enough said. PS: I suppose if I had a major problem with my Apple the KID would have told me to bring it into the Apple Store where I would have gotten someone PROFESSIONAL to help me.
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CanuckBoater

 
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Up here in Canada, most pizza orders are routed to someone's home phone. They get paid by the call.

THAT does not make any service unprofessional (i.e. where the call is taken).

What was the issue and why didn't "the kid" resolve it?
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pigoo3

 
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Quote:
Originally Posted by MacLover2011 View Post
Today I called Apple Care for the first time about my iMac. After I got through to the person on the phone I was taken back how informal his way was.

PS: I suppose if I had a major problem with my Apple the KID would have told me to bring it into the Apple Store where I would have gotten someone PROFESSIONAL to help me.
What I'm about to say certainly does not justify any rude treatment you received over the phone.

I don't know what the exact problem is with your iMac...but if you really do live in NYC...there are at least 4 Apple Stores in the Lower Manhattan & Central Park areas. If it were me...I would always choose to go to an Apple Store first vs. telephone support (that's just me). Especially if it's a hardware issue...since you will get a hardware issue solved MUCH faster by going to a local Apple Store.

I know I know. Traveling with an iMac on public transportation is a REAL pain in the butt...and if you drive your car (if you have one...some folks don't in NYC)...then parking is horrendous & expensive.

Still...I would take my computer to the local Apple Store first...things just get solved faster.

Again...there's no justification for rude service over the phone.

- Nick

p.s. Please post the issue here...maybe we can help solve it!

- Too many "beachballs", read this: Beachballs
- Computer seems slower than it used to? Read this for some slow computer tips: Speedup
- Almost full hard drive? Some solutions. Out of Space
- Apple Battery Info. Battery
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MacLover2011

 
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He wasn't rude as much as he was not into helping me. The tone of his voice made me think I was not talking to a professional. And I felt I was being kind of laughed at due to my lack of knowledge. I have to say, I never had a tech call like that before. But at least he spoke English which was a BIG THUMBS UP!! I am going to call again just to see if I get it a second time.
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pigoo3

 
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Quote:
Originally Posted by MacLover2011 View Post
He wasn't rude as much as he was not into helping me. The tone of his voice made me think I was not talking to a professional. And I felt I was being kind of laughed at due to my lack of knowledge. I have to say, I never had a tech call like that before. But at least he spoke English which was a BIG THUMBS UP!! I am going to call again just to see if I get it a second time.
Ok...I guess it could have been worse. But wasn't his condescending tone of voice towards your level of computer knowledge still an example of being rude? If not ok...everyone's definition of rude is different (especially in NYC)!

"NYC Rude" is certainly different than "Springfield, Illinois Rude"! lol

Good luck,

- Nick

p.s. As I mentioned. You can always post your iMac issue here...and maybe we can help.

- Too many "beachballs", read this: Beachballs
- Computer seems slower than it used to? Read this for some slow computer tips: Speedup
- Almost full hard drive? Some solutions. Out of Space
- Apple Battery Info. Battery
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Sorry that happened to you. I'll wager that your next experience with Apple Care over the phone will be quite different. I've hardly ever heard anything but praise from people on this forum about phone support (or store support).
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Sawday

 
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When I first got my iMac I had need to call Apple Care and found them so professional and helpful it was unreal. Since then I've discovered this site and never had a reason to contact Apple

Happiness is not getting what you want, but wanting what you get.
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I called the help line recently with an issue about the Apple TV 3 that I could not seem to find a direct answer to online. I chose to have them call me back at home. I got the return call literally minutes after I put in the request since I was number one in the queue.

While the tech was somewhat more informal than techs I've dealt with from other companies he was never rude or unprofessional. I have had this happen one or two other times with Apple techs usually while he was waiting for me to complete a step or pull up some information.

Sylvester Roque Former Contributing Editor About This Particular Macintosh

"Got Time to breathe. You got time for music." Denver Pyle as Briscoe Darling
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toMACsh

 
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Quote:
Originally Posted by pigoo3 View Post
I know I know. Traveling with an iMac on public transportation is a REAL pain in the butt...
Keep the box!
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chscag

 
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Quote:
Originally Posted by toMACsh View Post
Keep the box!
Nah, too ugly. Buy an iLugger instead!
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toMACsh

 
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I'll go with ugly and keep the $200 US.
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