Losing faith in Apple Support.

By Aperture
in Apple (macOS)

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Experienced

Aperture

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Call Apple HQ, or their UK branch in Cork, Ireland.

If regular customer service channels don't help, then go higher.

E-mail Steve Jobs. You'll probably get a phone call from Apple Corporate Executive Customer Relations. This is what you want.

See the post here:

https://www.neowin.net/forum/index.php?show...#entry590023358

Thanks, I've already fired an e-mail off to the man himself, dutifully waiting a reply!

Grand Master

LTD

Posted
Posted
Thanks, I've already fired an e-mail off to the man himself, dutifully waiting a reply!

Let us know how it goes. This usually works as long as your mail is eloquent and to the point, which I'm sure it was.

I've heard of people ending up with free replacements, free upgrades to the newest model, etc. But that's anecdotal, no guarantees.

Experienced

Aperture

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Let us know how it goes. This usually works as long as your mail is eloquent and to the point, which I'm sure it was.

I've heard of people ending up with free replacements, free upgrades to the newest model, etc. But that's anecdotal, no guarantees.

It's irrelevant! It's not what I want, I just want what I paid for, valuable, excellent customer support!

Experienced

Aperture

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So a light hearted conversation has slowly start to instill my faith again.

She was nice, expressed deep concern in the issues I've had, but like everyone else, has had little to offer in terms of an explanation of the service I've received, other than a direct line to her in future cases - which is ample in my eyes, for now. My only issue is that not everyone has this opportunity, and it's the general public's level of service I want to see improved, not just the high level cases.

She offered me an iPod shuffle as compensation for my worries - I politely declined. I'm really not wanting compensatory gifts to try and allude me into trusting Apple in the future. I just want the service I've paid for.

She has forwarded the video I took of the fan issue to the Technical Dept. so they can further investigate the issue, although assured me I wouldn't hear back from them in terms of what it might be. So I'm still left fairly in the dark about the deep strange noises that lurked within.

So I'm on my fourth iPhone, my 5th Macbook Pro, and things are running smoothly, for now!

Grand Master

LTD

Posted
Posted

Well you've proven that the system tends to work when you go further up the ladder, though that's little consolation when what is supposed to be the most readily available help - which was designed for such issues in the first place - fails you so miserably.

If you still don't get the satisfaction you want, you've got her direct line, and failing that, Steve has a working e-mail addy.

Keep us posted.

Grand Master

MasterC

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I rang Apple Arndale - was told by a robot that it'd be five minutes or less before someone could handle my call. Fourty five minutes later, I gave up. Rang Apple Care back, asked to go straight to a supervisor or manager. The - again - foreign person, asked for my serial number and name, then put me on hold. For a further 20 minutes. Then I was, again, by another foreign person, asked for my serial number and name. She then said is my problem to do with a 'student rebate' for my iPod. No, I replied. Then I told her what I've had to go through for the past hour or so, just to book an appointment to get the problem fixed. She promptly sorted out an appointment for me, and so it was done.

Wouldn't it have been easier if you booked the appointment online? (I hope this is the specific store you were talking about)

http://www.apple.com/uk/retail/manchesterarndale/

I've scheduled appointments online before, and it takes all of 30 seconds.

Experienced

Aperture

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Wouldn't it have been easier if you booked the appointment online? (I hope this is the specific store you were talking about)

http://www.apple.com/uk/retail/manchesterarndale/

I've scheduled appointments online before, and it takes all of 30 seconds.

The laptop I had, that was able to do that - was broken, remember?

Experienced

Aperture

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You don't know anyone with a computer? Your school doesn't have computers? What about your local library? Or even a relative?

You're kidding, right? I have a phone right next to me, with a number to Apple Care, of which I've paid money for - and you're asking me to travel to Uni, or a friends house, to book the appointment, which in and of itself would take more time, and more effort, than what I did originally?

I don't know if you're trolling on purpose, but don't make out like I'm an idiot mate, I took the most efficient route to get my computer fixed.

Grand Master

MasterC

Posted
Posted
You're kidding, right? I have a phone right next to me, with a number to Apple Care, of which I've paid money for - and you're asking me to travel to Uni, or a friends house, to book the appointment, which in and of itself would take more time, and more effort, than what I did originally?

I didn't ask you to do anything. I just suggested an alternative, which you clearly took offense to for some reason.

I don't know if you're trolling on purpose, but don't make out like I'm an idiot mate, I took the most efficient route to get my computer fixed.

Trolling? Please. This is probably the stupidest thing to troll about. I really don't have any idea where you got that idea.

Experienced

Aperture

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I didn't ask you to do anything. I just suggested an alternative, which you clearly took offense to for some reason.

Trolling? Please. This is probably the stupidest thing to troll about. I really don't have any idea where you got that idea.

Your suggestion was countered, which in turn led to you feeling the need to prove your suggestion right, as if I hadn't already taken it into consideration. Sure asking something like 'You don't know anyone with a computer?' was something I took offense to. It was condescending and crass. Which makes me feel like you're doing nothing but trying to turn this thread into a sour grape.

If you have any more issues/arguments/ranting you need to do that's off topic, please do PM me so we can continue there.

Grand Master

MasterC

Posted
Posted
Your suggestion was countered, which in turn led to you feeling the need to prove your suggestion right, as if I hadn't already taken it into consideration. Sure asking something like 'You don't know anyone with a computer?' was something I took offense to. It was condescending and crass. Which makes me feel like you're doing nothing but trying to turn this thread into a sour grape.

You took offense to "You don't know anyone with a computer?" Really? How was that "condescending and crass"? I think a dictionary check is in order. Those words don't even apply here. You never said using another computer wasn't an option, so I was merely suggesting it for your benefit. If it wasn't an option, it should have been said in the original post that you don't / can't / are unable to use another computer. I wasn't trying to turn this thread into a "sour grape", and if you believe that, I have no idea how you could misconstrue my post as such. I can't believe how people get treated for trying to help these days. :|

If you have any more issues/arguments/ranting you need to do that's off topic, please do PM me so we can continue there.

Sorry, but I'm not going to let this hide behind PMs. I was trying to help you by giving an alternative that I have used and is much faster than calling and scheduling.

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