Apple customer service

I dont usually post stuff like this. but i recently had my Macbook Pro fail with suspected SATA controller failure. After a nice 5 minite call with the customer service guy he basically said that i would have to take it to a accredited maintains company, living in the middle of know where basic the nearest one was 50miles away and i turn around i have noway of getting there, and i wasnt going to pay to just go drop it off and them send it off to apple. so basically im without a laptop now and no way of fixing it... the only outcome i can think of fixing this is sending my mac back to my family which is 300 miles away and getting them to take it to the local store. oh and if i wanted apple to pick it up it will be £200... WTF i thought i would be covered under standard warranty for a year... APPLE SORT IT OUT

 

Even under warranty - you generally have to get it to them at your expense.

There are the odd exception, but mostly its at your cost.

 

This it what happens when you buy old hardware at new hardware price in a fancy package from the late Steve Jobs

Delivery at cost is fair to expect, but £200 cost? I can't see how any courier would charge anywhere close to £200 even if they were to insure it up the wazoo. This is why Apple has billions in the bank. Unless the collection service included a grease down, shiatsu and a happy ending, pure scam.

I think the biggest shame is you may have sold some things to help pay for it and were too impatient to wait for Ivy Bridge even though you knew it was around the corner

Good luck getting it sorted. Let us know how you get on.

 

I'd complain about that, and tell them you're just too far. The device shouldn't of failed within the warranty, usually it's just after . 200p WTF!? That's a bit over priced, just a bit.
Bad is right though, it's usually at the buyer's expensive for returns and stuff - really if it's in warranty however they should actually take the cost.

 

id be quite happy to pay to send it in but its the fact they littraly said i have to take it to them...
or id have to buy 'Apple Care' just to get it collected,

 

I have an Apple cinema hd monitor which has an external power supply.

It was maybe a year or two ago when the power supply went out. (didn´t work, made a whining sound)
Apple care didn´t care. they would not fix it. They would not give me new power supply. They would not SELL me new power supply. They offered to do exactly nothing besides instructing me to buy a new monitor.
I had to buy a new psu from ebay. I´ve never in my life encountered such unfriendly, unhelpful "customer care". It´s kind of unbelievable. Good luck on them that their product is a lot better than their service.
The display itself still works great with the new psu it has now... and it has worked for many many years. It´s a 30" cinema hd and I´ve had it since 2005-2006ish. At that time it was the only 30" 2560x1600 monitor on the market. There still isn´t a monitor on the market that I would rather have. (not counting my 21" Nokia CRT monitor for retro stuff of course)

 

CRT, love it... sadly its so bulky. Thanks to this kind of customer service, i get free Apple stuff to fix. I still hope to get an Iphone this way. properbly put Linux or something on it.
But I wish you good luck, they need to be more polite to people willing to spend lots of money 1 time.

 

I'm sorry, I work in AppleCare.

If you have any form of a warranty, we can easily offer to send you a box, pre-paid, and it can then be sent back at our expense.

If you don't have warranty (be it the free 1-year warranty or 3-year AppleCare), then yes you have to pay for repairs.

 

My opinion about Apple: Overpriced "fashionable" shit, with terrible build quality and lousy customer support.

 

lnx64, was that for apple america or apple united kingdom? i did ask about this but they said there was no way

 

I work in the United States.

Usually, the only way we can't ship out the box for customers to mail in their computers, is if it is a PO Box.

 

i agree moral of the story, dont but apple hardware it may look nice but thats about it you're paying over the odds and getting less.

 

I do a bit of IOS development so a mac is kinda key ingredient there, otherwise id buy a lenovo anyday and install linux. but to be onist the hardware isnt that bad for the discounted prices you get for being a student

 

in that case, annoy them until they sort it out for you

 

No don't annoy them. We deal with enough please. Be respectful to those that answer the phones.

 

Just made the switch back to PC. I've never been happier, really.

I called in today to try and retrieve my text edit files that were saved in iCloud. Supposedly Apple has crippled iCloud and they don't let you have access to Text edit files through iCloud.com. Not only that but they refuse to help me in store with retrieving the files. I was told I now have to find someone with a Mac running 10.8, create a new user on their computer, log in, and then retrieve my files, and delete the user that I created.

Great job, Apple. I just love your customer support, and the wonderful things you make me do to get my files back.

Despite what ^^ says, do annoy them. I often found that if I refuse to stop calling until I get what I wanted (within reason) that they would be a little more open to helping me. Maybe it's hard if you don't have Apple stores all around you but I often go to a couple different ones (4 within reasonable distance to me) and try at each location. So far it's worked 80% of the time, which isn't bad.

 

just to clarify, i didnt mean be disrespectful and abuse them, just nag them until they do something, i worked in customer service for both IT and banking so i know what its like, *shudders* hopefully never again haha

 

They annoy the customers sometimes, fair is fair. . No really, sometimes you have to be pushy - you work in the field and of course being an operator you're limited to what you can do.
Many situations like this, I've had to become strict otherwise I get no where....

 

No, cussing at us, yelling at us, is going to get nothing done. That is a rude thing to say. We drive to work, like every one else, and are thankful to have a job, and well, if you reached my phone, the nicer you are, the more I'll work with you. That's true for any company.

Try going one day in our shoes. It's a very difficult job. But it is a decent paying job, and an easy one to get at that.

PS: Apple never said iCloud is a backup solution. It's a syncing solution, you should still be running backups. Either Time Machine, third party, or just copying files yourself. I opt for the manual route. But if anything gets lost on iCloud with Text Edit, you can always turn to: ~/Library/Mobile Documents/com~apple~TextEdit

That will attempt to retrieve any data found on your iCloud in Finder, instead of Text Edits browser, in case something isn't working. But like anything, there can be bugs, something can go wrong. Windows isn't perfect either, neither is Linux (any of it's distros).

I personally am a Mac fan, but I have PC's that run Linux too. Only thing I don't have is Windows, not since Vista.

Now, if the OP wants to talk to me, he can PM me, and I will see what I can explain for him. I can't of course, look up information for customers, that's a privacy violation, but I can at least point him in the right direction. As for this thread, it's completely unfair to the OP, as he's looking for help, and you all want to spew your opinions, which do not help him one bit.

 

a bit sensitive there Inx64, not-ones saying call up and abuse the operater. this is the internet, and a forum, its where opinions are shared

it would be the same type of responses if the thread were about microsoft, sony, nintendo, paypal, etc customer support