- Joined
- Jul 4, 2008
- Messages
- 73
- Reaction score
- 0
- Points
- 6
- Location
- Sapporo, Japan
- Your Mac's Specs
- mid-2010 15" MacBook Pro 2.8 i7, 8GB, OS X 10.6.8
The last bit of drama can be traced to here: http://www.mac-forums.com/forums/os...477-mbp-getting-hot-speakers-not-working.html
So on July 2nd I (snail)mailed this letter to California because I was getting nowhere with Apple Japan. (It's kind of long)
To Whom It May Concern:
I’ll preface this letter by saying: I am not a happy customer.
As you can see from my address I live in Japan, and because of distance, and a lack of communication outlets, I have to mail this letter, mail, the old, time-consuming way, to you back in the US. This mailed letter that is only going to add to time wasted and frustration.
Back in January 2012 I bought my MacBook Pro (S/N#xxxxx) through your website. I bought it because I was moving to Japan. As soon as I took it out of the box I noticed some problems. You have records of all the issues, so there’s no need to list them here. But after some over-the-phone trouble shooting I thought I had everything solved and off I went to Japan.
Problems resurfaced, and new problems appeared. So after failing to find a way to email customer service in the US, I went to the Discussion Boards on Apple.com. It was basically a waste of my time. So I decided to call Apple Japan.
I was lucky that they have some moderately skilled English speakers, but that’s not a complaint, I understand I’m in a foreign country. I was instructed to go the Apple Store in Sapporo. I went, they wanted to send my computer to Tokyo to be looked at, I said okay. One week later, I get my computer, and they said no problems. I thought, maybe it’s me.
I start using my computer at home, and I notice a few more problems. I call them again, and they want me to bring the computer in again. I can’t because of work, so they pick it up, and again, mail it to Tokyo. This time, they keep it for THREE additional weeks.
They tell me, that there is no problem, and that it’s my headphones, which I also sent in, that are causing a malfunction this time. I know that what they’re telling me is false. But they said they have no problems when using OEM Apple peripherals. What can I do? So they send it back. (Mind you, it’s been three weeks.) As soon as I take the computer home I turn it on, plug in my new OEM Apple headphones and, voila, problems. Not only that, but the computer crashes and I get a kernel panic report.
This time I go AGAIN into the Apple store, they want to send it to Tokyo for a THIRD time, I say no, and after some talking (MIND YOU, I CAN’T SPEAK JAPANESE, AND THIS IS NOT EASY CONVERSATION) I agree to have them keep it for two days. So after two days, they call me and tell me that they have to replace the logic board, but because they don’t have the parts I have to wait 3-4 days. I think GREAT! I don’t care that it’s now been a total of FIVE weeks and that they said everything was okay before, because now it sounds like everything will be okay.
So yesterday I rush into the city, before work, to pick up my MBP. I get to the store, turn it on, and low-and-behold, I’m having the same issues. WHAT THE **** ARE YOU DOING APPLE?!!? They now tell me my issues are common and they’ll “hopefully” be fixed in an upcoming update and that they did their best.
You have to be kidding me. I didn’t buy a partially useable computer. This is a nightmare.
WHAT DO I DO? PLEASE, make this right.
Please contact me by email at [email protected]. International phone calls are prohibitively expensive.
Unhappily,
xxx
P.S. I just noticed that on Apple.com that my MBP is no longer listed under MY PRODUCTS on your Support page. Also, when I click on “About This Mac” it no longer shows my serial number. Good thing it’s etched onto my casing.
------- end of letter -------
I get an email today, from a do-not-reply address, and it says this:
Dear Mr. xxx,
Thank you for your recent correspondence to Apple.
We understand that you need technical assistance for your MacBook Pro.
Due to the nature and complexity of technical issues, Apple does not offer technical support via written correspondence. Please contact Apple direct on 0120 27753 5 and select option 5 (English) for technical assistance between 9am to 7pm (Japan time) Monday to Friday; 9am to 5pm Saturday and Sunday. Apple offers complimentary phone support to eligible customers as outlined in the product warranty.
For your reference, your request has been documented in Apple case number xxxx.
Thank you for your interest at Apple.
Sincerely,
(employee)
Apple
-------- end of email ----------
I'm at a loss. If someone can give me some solid advice I'd really appreciate it.
So on July 2nd I (snail)mailed this letter to California because I was getting nowhere with Apple Japan. (It's kind of long)
To Whom It May Concern:
I’ll preface this letter by saying: I am not a happy customer.
As you can see from my address I live in Japan, and because of distance, and a lack of communication outlets, I have to mail this letter, mail, the old, time-consuming way, to you back in the US. This mailed letter that is only going to add to time wasted and frustration.
Back in January 2012 I bought my MacBook Pro (S/N#xxxxx) through your website. I bought it because I was moving to Japan. As soon as I took it out of the box I noticed some problems. You have records of all the issues, so there’s no need to list them here. But after some over-the-phone trouble shooting I thought I had everything solved and off I went to Japan.
Problems resurfaced, and new problems appeared. So after failing to find a way to email customer service in the US, I went to the Discussion Boards on Apple.com. It was basically a waste of my time. So I decided to call Apple Japan.
I was lucky that they have some moderately skilled English speakers, but that’s not a complaint, I understand I’m in a foreign country. I was instructed to go the Apple Store in Sapporo. I went, they wanted to send my computer to Tokyo to be looked at, I said okay. One week later, I get my computer, and they said no problems. I thought, maybe it’s me.
I start using my computer at home, and I notice a few more problems. I call them again, and they want me to bring the computer in again. I can’t because of work, so they pick it up, and again, mail it to Tokyo. This time, they keep it for THREE additional weeks.
They tell me, that there is no problem, and that it’s my headphones, which I also sent in, that are causing a malfunction this time. I know that what they’re telling me is false. But they said they have no problems when using OEM Apple peripherals. What can I do? So they send it back. (Mind you, it’s been three weeks.) As soon as I take the computer home I turn it on, plug in my new OEM Apple headphones and, voila, problems. Not only that, but the computer crashes and I get a kernel panic report.
This time I go AGAIN into the Apple store, they want to send it to Tokyo for a THIRD time, I say no, and after some talking (MIND YOU, I CAN’T SPEAK JAPANESE, AND THIS IS NOT EASY CONVERSATION) I agree to have them keep it for two days. So after two days, they call me and tell me that they have to replace the logic board, but because they don’t have the parts I have to wait 3-4 days. I think GREAT! I don’t care that it’s now been a total of FIVE weeks and that they said everything was okay before, because now it sounds like everything will be okay.
So yesterday I rush into the city, before work, to pick up my MBP. I get to the store, turn it on, and low-and-behold, I’m having the same issues. WHAT THE **** ARE YOU DOING APPLE?!!? They now tell me my issues are common and they’ll “hopefully” be fixed in an upcoming update and that they did their best.
You have to be kidding me. I didn’t buy a partially useable computer. This is a nightmare.
WHAT DO I DO? PLEASE, make this right.
Please contact me by email at [email protected]. International phone calls are prohibitively expensive.
Unhappily,
xxx
P.S. I just noticed that on Apple.com that my MBP is no longer listed under MY PRODUCTS on your Support page. Also, when I click on “About This Mac” it no longer shows my serial number. Good thing it’s etched onto my casing.
------- end of letter -------
I get an email today, from a do-not-reply address, and it says this:
Dear Mr. xxx,
Thank you for your recent correspondence to Apple.
We understand that you need technical assistance for your MacBook Pro.
Due to the nature and complexity of technical issues, Apple does not offer technical support via written correspondence. Please contact Apple direct on 0120 27753 5 and select option 5 (English) for technical assistance between 9am to 7pm (Japan time) Monday to Friday; 9am to 5pm Saturday and Sunday. Apple offers complimentary phone support to eligible customers as outlined in the product warranty.
For your reference, your request has been documented in Apple case number xxxx.
Thank you for your interest at Apple.
Sincerely,
(employee)
Apple
-------- end of email ----------
I'm at a loss. If someone can give me some solid advice I'd really appreciate it.