I am so very torn. On the one hand I am in love with this new laptop I recently got. I think it’ll really help get me into the swing of doing the things I most enjoy doing. Writing and working on art and photography. On the other hand Apple has been the bane of my existence this past month. That’s saying a lot seeing as we’re a military family and use to being thrown back and forth. I could go on and on about that but instead I’ll save that for another day.
Now back to Apple. Sometime near the end of April I decide to order a new computer. There’s just something about being able to lay on the couch and work that is super appealing. We’ve had our desktop for six or some years and it’s great but a laptop, now that could change things. After about a week my shiny new Macbook Pro shows up at my door and I couldn’t be more happy. That quickly changed. It was constantly crashing and not loading or downloading things that it should have been more than capable of doing. Sad face. At this point I called Apple and they had me reinstall the OS… twice. Each time the problem got worst and worst. At one point I couldn’t even get the computer to load. Eventually Apple customer service gave me two options. I could either have the computer repaired or replaced. Well duh I wanted it replaced. If I wanted a refurbished computer I would have save myself some money and bought one refurbished.
At this point I was instructed to go to my closes Apple store. Problem was that it was 30 minutes away and well, I just don’t drive. Legally I can. And I am capable. I just don’t like to, especially if it’s outside my comfort zone. Of course at this point Steve was still at Recruiter training. Luckily for me I was able to get an extension to be able to exchange my computer once Steve came home.
And so that’s what we did. We took my broken Mac in and was assured over the phone that I could exchange it. Wrong wrong wrong. I get to the store for my genius appointment during which they did offer me a different computer that was a little more expensive than the one I had purchased but it didn’t have the hard drive space which really was the reason of getting a customized computer. But they told me all I would need to do is call Apple Support the next day and they’d get me a replacement computer ASAP. So I left with the most expensive paper weight I ever owned.
The next issue I run into is that Apple Support wasn’t open when I called on Saturday. Nor on Sunday or Monday because of Memorial Day weekend. Ugh. Not that I expect everyone to work a holiday weekend but come on. At least tell me that I won’t be able to get things resolved until Tuesday.
So finally I reach who I need on Tuesday. I explain the situation and give them all the necessary information. And they have no idea what I’m talking about something about not being able to find my Apple ID or my case number. I even get to talk to the “Executive” customer service representative. So very frustrating since all my information is in a file they should be able to find rather than me have to explain the issues for the 4 time.
At this point they decide they’ll give me an advance replacement. This means they send me a computer before actually receiving the paper weight back. AWESOME. Apple is finally going to send me a working computer. Oh wait, just kidding. If you want an advance replacement then Apple has to put a hold on your credit card. Or you can return the computer at the store and we’ll then mail you one. Or we can send you a box and labels and once we receive your computer then we’ll send you one.
Craptastic. Finally after getting a lot of “Well that’s just Apple’s policy and everyone is going to tell you the same thing,” I decided that the easiest option would be for them to send me the box. Sweet, they set it all up. And then my case is transferred to another “Executive” (which is weird since the last executive said that he was the highest but whatever) and a few days go by, I get an email with the labels and a few other emails from the newest “Executive.” But no new box. Finally after waiting a few days I still haven’t received a new box. At this point I call and leave a message with the first “Executive” about whether I’m getting a box or what in order to return my paper weight computer. Of course no call back. I call again after the weekend and finally get in touch with someone.
“Oh yeah we decided not to send you a box. Didn’t you get the phone call?”
“No. It would of been nice to know that you weren’t sending me a box last week…”
The next day I put my computer in a box and ship it off. Wait another day. Get an email saying they received the tracking information and that they’ll be sending me my tracking information for my new computer as soon as they can. Wait another two days and finally my computer is on it’s way.
On June 11th my new computer finally arrives. And it’s awesome and I’m really happy with it but the whole experience with Apple has left a really sour taste in my mouth. Don’t get me wrong everyone was really nice at customer service but the fact that very little was done to actually get the problem fixed in a timely manner has been really frustrating. It got to the point that we’ve decided that from now on we won’t be buying from Apple. Their policies on returns had no compromises. Nothing was offered as a peace offering to fix the problems. If it wasn’t for the fact that I bought Photoshop for Mac just a few months earlier I would have probably returned this laptop.
They wanted me to take the risk that they wouldn’t lift the hold on my credit card in a timely manner. They wanted me to wait longer to get a replacement computer. When all the problems that occurred and all the back and forth was their faults, and yet I was the one who was “punished” for it. It took a month and a half after ordering my computer to receive something that worked.
So why am I posting all of this here? Because Apple has no where else where you can share your disappoint. They’re not on social media. They don’t have a general complaint area. At a certain point there isn’t anyone who will call you back or answer your emails. There’s nothing they can or will do if you’re disappointed besides say, “We’re sorry that happened to you. I can see why you’re so frustrated.” It’s no wonder their customer service ratings have gone down in recent years. In the end, I don’t really think Apple cares. And that’s why I don’t see myself purchasing from them in the future.
Have you dealt with Apple recently? Was it a good experience or did they leave a lot to be desired?