For my mother's birthday, I decided to purchase her a new iBook G4. Her old Lombard had served her well since '99, but it was time to get her into OSX. I chose to get her a new 12" 1.2GHz iBook, and after researching various retailers, I chose MacMall because they had the largest amount of accompanying accessories with rebates available.
I called MacMall to place the order for the iBook, along with the Epson C86 Printer, Sennheiser earbuds, Sony headphones, D-Linke 802.11g wireless router, Targus leather case, and a couple of other items that were going to be free after rebates (but for now it cost me over $500). This was the easy part, especially since the boxes would ship with multiple copies of the invoice and all the rebates.
Problem #1
While placing the order, I specified to MacMall that I work at a University, and that in order for the computer to reach me, it was pertinent that they ship it to me, c/o the Chemistry Department, otherwise the package would not arrive. I made this extremely clear, and emphasized it several times. 2 weeks after they ship the 2 packages, I have not received anything, and with my mother's birthday only a few days away, I try to figure out where the packages are. I call up central receiving at the university, and they tell me I need a UPS tracking number to see if my package has arrived. Easy enough, except...
Problem #2
When I go to MacMall's website, they tell me that they cannot release a tracking number "for my protection." The online UPS tracking that they fennagled to work through their site lists "Billing Information Received" with the last update 2 weeks prior...so I call MacMall, only to find that their customer service representative can't give me that information over the phone, and that it would be sent to me in an email immediately.
Problem #3
After another day I have received no email, no tracking number, and no packages. I call MacMall again. This time, the customer service representative again tells me that they don't have access to that information, and that the previous representative must have entered my email address wrong. I tell them that I will wait on the other end of the line while they get that information and send it to me. They then told me that the customer service representatives don't have access to that information at all, but their shipping center does, and they're who send out the emails. I said fine, give me their number and tell me that I will speak to a person who has direct access to that information. I call their shipping department but lo and behold
Problem #4
It puts me directly to a voicemail. After 10 calls periodically throughout the day, I call customer service again. This next representative apologized for the others sending me in a loop, and gave me the tracking information. I call the central receiving at my university and they track down the packages for me. The next day they arrive, but guess what: No "Chemistry Department" anywhere. In fact, they spelt my name wrong. Wonderful. I decided that now that I have the packages, I'll get this computer set up for my mother with Office v.X, etc all installed so that she can just use it. As I'm going through the boxes I notice
Problem #5
No invoices! Not One! Moreover, there were no rebate forms either! Though frustrated, I decide it will be easy enough to get online, print another copy of the invoice, and pull off pdf's of the rebate form. But once I get online...
Problem #6
I get a 404 error with every pdf rebate they they have online, and the invoice does not contain the information I need to send off the rebates. Again, I call customer service, this time I talk to a person who says to check back with the website in a few hours. I do, and no dice. So I call back...
Problem #7
This next customer service person told me to do the exact same thing, and convinced I was doing it wrong, spent a half an hour trying to troubleshoot how I couldn't use the internet. Eventually, I asked if I could speak with a supervisor. They told me that it was company policy to only allow me to speak with a supervisor if they could not fix the problem. Clearly the couldn't, but strapped for time I had to get off the phone. I told them that I would call back. When I did...
Problem #8
They tell me that they can't get me out another invoice because they need to verify my identity first, but that their computer system is down so they couldn't do it, and to call back later. So I did the following day...
Problem #9
And more excuses, but no supervisor. I tell this person that I have spoken with numerous other representatives (there had been 11 to this point, no I didn't manage to write them all down but they all jerked me around with excuse after excuse). This person apologized, and was very sincere. He said that he would extend my rebates an additional 30 days and to not worry. He then gave me the name and number of the corporate customer service representative. I took his name and extension because I thought that manufacturers set rebate deadlines, not retailers. When I called the corporate CS rep...
Problem #10
Go figure, I get his voicemail! And he's on vacation for another week. I leave him a message, and tell him that so and so on such and such date extended my rebates, but that I still need to get the rebates as the CS reps were unable to email the pdf files to me, nor fax them, nor fax my invoice, and that at this point I doubted their arrival in the mail.
Eventually the corporate CS rep called me back, the same day he said he'd return on his voicemail. However...
Problem #11
He apologized and told me that the rebates were expired, and that there was nothing that he could do. Moreover, he told me that he could only give me a $100 credit. I asked if I could return the merchandise, as I had been jerked around and around. He said that because it had been opened, I would be subject to restocking fees. He said the only thing that I could do would be to write a letter (via snail mail) to the VP of customer service, and to explain the situation to him to see what he could do. I took the $100, and the address, and thanked him for at at least trying to help.
So, as a warning to all of you, please avoid MacMall. Their overall insincerity towards their customers and cowardice when dealing with mistakes of their own creation speaks of their true lack of sympathy towards those who keep them in business.
I am embarassed that MacMall is allowed to sell Apple products, and will never purchase an item from them again, nor will I ever recommend them to one of my customers. Please, learn from my mistake, and avoid giving them any business. I have had pleasant experiences with several other retailers that I'd be happy to share with you if you want.
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