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Apple Computing Products:
macOS - Notebook Hardware
Not impressed with Apples Customer service
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<blockquote data-quote="cwa107" data-source="post: 775764" data-attributes="member: 24098"><p>I've been told by Apple tech support that certain things weren't "possible", only to have a complete reversal upon pressing the issue or escalating to a supervisor. The last incident was with an iPod that was almost out of warranty, but clearly had a failing hard drive. I was told that the only way to ship it out for a depot repair was by paying <strong>$30</strong> for a shipping box. At the time, there was no Apple store within reasonable distance. I refused, citing the fact that I could ship an item of just a few ounces via USPS Priority Mail, anywhere in the country for a fraction of the cost. Yet, they persisted that it MUST be shipped with the $30 box (or I could, of course pay $60 for AppleCare, for another 2 years of warranty and complimentary shipping). Yet after asking to speak with a supervisor, of course it was "possible", although they warned me that they would not be responsible for the item being lost in shipment. Whatever... either way, I was surprised at the less than cordial service level I received.</p><p></p><p>But it's a different story at the Apple Store. Just recently, one was opened locally and I just happened to have a malfunctioning SuperDrive. Although I had a tough time convincing the Genius bar tech that the mechanism itself was faulty, eventually he just decided to replace it, and overall I was very happy - particularly with the 8 hour turnaround time. In that and subsequent visits, I've been pleasantly surprised with how pleasent and accommodating the staff are there.</p><p></p><p>So, score one for the Apple Store staff, and subtract one for Apple phone-in tech support. In all honesty, I've had better telephone support from Dell, particularly the queues designated for large business.</p></blockquote><p></p>
[QUOTE="cwa107, post: 775764, member: 24098"] I've been told by Apple tech support that certain things weren't "possible", only to have a complete reversal upon pressing the issue or escalating to a supervisor. The last incident was with an iPod that was almost out of warranty, but clearly had a failing hard drive. I was told that the only way to ship it out for a depot repair was by paying [B]$30[/B] for a shipping box. At the time, there was no Apple store within reasonable distance. I refused, citing the fact that I could ship an item of just a few ounces via USPS Priority Mail, anywhere in the country for a fraction of the cost. Yet, they persisted that it MUST be shipped with the $30 box (or I could, of course pay $60 for AppleCare, for another 2 years of warranty and complimentary shipping). Yet after asking to speak with a supervisor, of course it was "possible", although they warned me that they would not be responsible for the item being lost in shipment. Whatever... either way, I was surprised at the less than cordial service level I received. But it's a different story at the Apple Store. Just recently, one was opened locally and I just happened to have a malfunctioning SuperDrive. Although I had a tough time convincing the Genius bar tech that the mechanism itself was faulty, eventually he just decided to replace it, and overall I was very happy - particularly with the 8 hour turnaround time. In that and subsequent visits, I've been pleasantly surprised with how pleasent and accommodating the staff are there. So, score one for the Apple Store staff, and subtract one for Apple phone-in tech support. In all honesty, I've had better telephone support from Dell, particularly the queues designated for large business. [/QUOTE]
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Apple Computing Products:
macOS - Notebook Hardware
Not impressed with Apples Customer service
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