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September 10, 2004
One bad Apple?
In an earlier post, I whimsically considered hooking up with an old flame: A Mac. The new iMac G5s are hot, and I feel strong silicon lust in my heart for their minimalist beauty.
I was literally on the cusp of acting on my feelings when my iPod crashed. I took my iPod to the Apple Store on Michigan Avenue in Chicago. After a few minutes of diagnostics, the Apple guru gingerly held my 3,000-song player to his ear like a techno horse whisperer. After a few moments of quiet comprehension, he determined the iPod was dead and offered to replace my dearly beloved with a replacement on the spot. Great!
Just as the hand-off was about to occur, he noticed the engraving on the back.
"We can't replace engraved iPods here at the store," he said, quickly taking back the replacement unit. "Those iPods come from a different supplier, so you have to return it using our online system."
A perplexing proposition for a customer, certainly. Should I or anyone else care your product came from a different supplier? But I kept my game face on, even if the company was now going to charge me for shipping and handling because I paid extra for engraving.
I tracked my replacement iPod's progress using Apple's creaky online system. Sometimes the Apple website would have the case information, sometimes it turned up nothing. After two weeks, the site reported my case was "closed" and the replacement product had been shipped.
Then the shipper couldn't find me, even though I'd provided Apple with every form of contact information short of a hand-drawn map. Since Apple's online system doesn't include tracking numbers, I didn't know the shipping company was lost.
That's when I had to resort to Apple telephone support. They told me my iPod was lost. Then it was found. Then it was shipped back to Apple, where it was lost again. Then it was shipped to Alaska. Then Taiwan. Now my case file had "discrepancies." Often I would wait 20 minutes on hold while a technician received authorization to discuss my case with her supervisor. Three different times I was told my case was being "escalated." After the third escalation, I feared this promise because it usually meant led to more discrepancies. The technicians I spoke with were always friendly and apologetic. But the resignation in their voices telegraphed their powerlessness.
Six weeks later, after eight or nine phone calls, and more than seven hours on the phone, still no iPod.
I accept the inherent gamble with new technology that it sometimes breaks; Apple's leading-edge products are not immune to that bet. Its promise of insanely great product design is one thing; wasting the equivalent of a customer's entire work day tracking a single piece of equipment because of poorly designed support systems is insanity of another sort.
If this is what it's like to be an Apple customer, I'll pass for now.
Other blogs that reference One bad Apple?:
Hi everyone,
I have just had a customer service experience from the deepest darkest pits of hell!
Back in March 27 folks, can you remember back that far??? My brand new ipod died, it was within 90 days warranty so I sent it back. They send it back to me saying I had done something to it and it was covered. What a load of absolute excrament. So I take it into a reseller and get an instant replacement! Brilliant.
Now, the fight begins to get $20 back that APPLE charged me to pick up the IPOD they had never repaired.
Every phone call I made to them I was told my refund was on its way, or the incompetent staff hung up on me, or kept me on hold for count it, 55 minutes one time! An hour of my life I'll never get back.
Just had another incident with these people and guess what? They don't actually know where my refund is! All to not pay a customer $20 they had originally charged me incorrectly.
I used to think Microsoft were the evil that men do, but I think Apple now sit at their right hand.
To all Apple customer service people, rot in the pits of hell.
Guys, looks like this might help you in your troubles.. i have used them once before with succces.
www.ipodrepairguide.com
I share the frustration regarding Apple's customer support. It took me an average of 25 minutes (maximum time was as high as 40 minutes) on the phone before I could talk to the Apple agent who told me they could not locate my iPod. So much wasted time. Did not expect this from Apple. They have put all their money into their design department and virtually none in the customer service. Terrible experience.
Here is my take on some strong alternatives to the iPOD by Apple: http://myipodsforfree.blogspot.com/2006/09/strong-alternatives-to-ipod.html.
I'm sorry about your horrible experience with Apple. So far, I'm still satisfied with the way they cater customers... Perhaps, it depends on the store or the csr who handles the prob? ain't it?
The resellers are your best bet anyway. They want your business worse than Apple, because their salaries depend on their sales. They want you satisfied.
I am a hard core PC fan. Recently I broke down and bought a video iPod. I LOVE IT!!! I am thinking very seriously about extending my apple collection to a mac notebook. However, after reading some of the posts on here, I am thinking I am lucky to own a PC. Hmmm... I guess I'll investigate futher.
Ipod they arn't that good
Soooo AWESOME
Pros: It does everything you can think of and want on an mp3/4 player. Even the integrated speakers are pretty good. And unlike the ipod and some other mp3s i know of where the battery is built in, you can actually replace the lithium battery yourself from a little batter door in the back. You can store all your files on it like a USB flash drive while using it for videos, sharing your photos, playing music, and if you get tired of the music you have on it you can always use the fm radio. The picture quality is really phenominal. Every screen is animated with fantastic color and backlight. Oh and did I mention that it is so small and light weight. the design leaves less room for controls and buttons and more for the display screen, which is a fantastic use of space allowing this to be kept small. It even has a voice recorder for my work meetings and class lectures. (even though I really bought this for my son;))
Cons: They only have up to 2GB's but for most people this is fantastic. And the manual is not very helpful. Luckily I am computer savy and figured out how to work it with my pc and convert the files for it, but this may be difficult for many. My son could not do it himself (maybe with continued pratice). The video player does have this slight delay so the quality is a little distorted, but for the price and considering you are not watching a 50" tv screen it is just great to have.
Other thought: While i hate apple ipods after seeing this, they do include a software which makes it easier for technically deficient people to e able to use it. I really wish they had this kind of thing in the stores here. By the time you actually find an mp3/4 player with video player , photo, voice recorder, and fm in a store down here you are going to pay ATLEAST 200.
If you want one go here
"The Place For All Your MP4 Needs"
http://www.mp4direct.org/
My friend has had a lot of problems with his apple products. So has my brother. I enjoyed you blog very much and thought it was interesting.
I have an original nintendo blog at http://classicvideogamereviews.blogspot.com
Have a great day.
Good.. it isn't just me...
http://www.denvertvguy.com/2007/12/breaking-up-is-hard-to-do.html
Greg
denvertvguy.com
