[dpfenninger]

The following is a copy of the letter that I will be sending to Apple in regards to my recent dealings with customer service. What do you guys think I should do?


To whom it may concern:

Let me begin by saying that I have been a loyal and avid fan of the Mac since 1999. I have converted several of my PC friends to the Mac, and I would consider myself to be the quintessential Mac "geek" (posters, T-shirts, you name it). I have owned a Macintosh LC 575, Power Macintosh G3 (Blue & White) and Power Mac G4 Cube, in addition to my current machine, an iMac G5. However, my recent experiences with Apple customer support have left me thinking that maybe the Mac way is not the smooth, customer-first experience that I thought it was.

As I mentioned, I currently am using an iMac G5 (rev. A, 20" 1.8 GHz). Unfortunately, the iMac was a victim of the well-documented power supply issue (http://www.apple.com/support/imac/re...ensionprogram/) several months back. The power supply would heat up to such high temperatures that it eventually burned out, and I could not power on the machine. I brought it in to my local Apple Store (Oakbrook, IL), whereupon they wrote up a repair order, and I had my Mac back within 4 days, all without paying a penny. "Wow, excellent no-hassle service," I thought, and rightfully so.

Over the last couple of months, my iMac has further developed a couple of smaller, but still annoying and "not-very-Apple-like" issues. First, the fans have developed a consistent, cricket-like squeak - that is, you can hear the fans turning, sort of like an old wheel that needs oil. In my quiet office, it is VERY obvious, and is especially distressing when I'm trying to do audio and MIDI work. The second issue is that the slot-loading Superdrive has gotten to the point where discs that are being ejected often fly out of the slot and do not stop, falling onto the top of my desk, or occasionally clear off the desk onto the floor.

A few days ago, I decided that I had had enough with both issues, and decided to initiate a chat with a support agent on Apple's iMac support web page. After explaining the issues to the agent, I was transferred to a "specialist," to whom I then had to re-explain the issues. Further irritating me was the fact that they provided me no solution other than to visit my local Apple Store, and they would further diagnose the system.

So tonight I headed over to the Apple Store Oakbrook with the iMac in tow (mind you, not the lightest thing to be carrying around, and a pain to have to disconnect peripherals etc.). I had made an appointment prior to showing up...in fact, Apple's new Concierge system seemed very elegant and user-friendly, and I was able to make a 7:20pm appointment at around 2:30pm. I made it to the Apple Store at about 6:50pm, and saw my name listed on the Genius Bar screens as being 2nd in line. There was a man with a 15" PowerBook that was being helped by the Genius behind the bar, so I sat and waited patiently. About 40 minutes into my wait, a woman with an iPod mini walked up to the bar, seemingly waiting for assistance. Within two minutes, another Apple employee approached her, briefly looked at me and asked if I was waiting for help. When I said I needed assistance with my iMac, he told me that I would have to wait for the next Genius, turned to the woman with the iPod mini and proceeded to diagnose her problem.

Further irritated, I waited another 10 minutes or so, at which point the same employee turned his attention to me. I explained the fan and Superdrive issues to him, and he took the iMac to the back room for another employee to take a look at it. About 10 minutes later, he came back out with the iMac and said something to me that just floored me. He told me that his colleague that looked at it could not find anything inherently wrong with the fans, and that "since it's not a Pro desktop, there are bound to be squeaks in the fan system" (almost verbatim what he said). He said that they cleaned the fans, and tightened the eject mechanism in the Superdrive, and that if I continue to have issues with it to bring it back in and they will further diagnose it.

The message I have taken from this experience is two-fold. First, Apple has officially gone from being a computer company to a consumer electronics company. The fact that I literally was skipped over after waiting 40 minutes and pushed aside for an iPod user who had waited TWO minutes and was not in the Genius Bar queue shows that Apple's priorities have shifted. Secondly, Apple does not truly back the quality and craftsmanship on which they pride themselves. Just because I do not own a "Pro desktop," that should not mean that a squeaky fan system is an acceptable situation. I bought an $1,800 computer that was advertised as "whisper-quiet" and I should not have to pay $3,000+ just to be reassured that I will be taken care of. I expect excuses and glancing over of issues by companies like Dell that make cheap bare-bones systems. I do not expect that from Apple - if Apple is going to hold themselves to a higher standard, they should back up that talk with true customer-first service.

So I am now sitting in front of my rickety-sounding iMac, wondering what my next step should be. I appreciate you taking the time to read this, and I would further appreciate a follow-up and resolution to this situation.



Thoughts?

[nonhuman]

Some of the people behind the genius bar are there specifically and solely to help with iPod issues and are unable to assist with other things. He should have explained if that was the case, but I don't really think it reflects poorly on Apple that an iPod specialist didn't attempt to help you with your iMac.

The response you got after they had looked at it, however was definitely inappropriate. It's also completely inconsistent with the sort of treatment I've gotten at the Apple stores I've been to (San Francisco, Emeryville, Eden Prarie, Mall of America). This is likely an issue local to that particular store, although that certainly doesn't excuse it.

I think you should definitely send the letter. I've heard a number of stories where letters such as yours led to pretty much immediate action from Apple in addressing the issues.

[Rob van dam]

After reading your post i was about to ask if you were from Australia(this type of service seems quite common in Australia at the moment) but then realised you were in the states.It's unfortunate your experience was less than impressive and i to feel your pain.All i can say is that you should send that letter and hopefully an amicable outcome will proceed.

[AKcrab]

Originally Posted by dpfenninger

He said that they cleaned the fans, and tightened the eject mechanism in the Superdrive, and that if I continue to have issues with it to bring it back in and they will further diagnose it.

What about this option? Maybe you'll get a more satisfactory solution by explaining the situation and having them try again.

[Hawkeye_a]

I'd like to chime in here as well. Apple support when it comes to issues they cant solve is horrible imo. My problem was with my second Mac (iMacDVSE 500Mhz). The problem was well know with the issue was being reported by several people on the Apple support forums. They had me take the machine into service three times in three months, each time being returned to me without any change whatsoever.I was at Uni at the time so it was horrible having to deal with the scenario of not having a computer(especially since i was a CS major) and making time to take the machine to and from the AASP.

The issue was the screen would get tinted to a pinkish hue unpredictablly, the support forums hinted that the wires connected to the CRT were being held together by a smaller than needed screw or something. But i had to go through an entire semester with this problem or not having it at all since it was at the local AASP. Finally i just broke down and posted a message in one of the apporpriate threads on the Apple support forum that i was considering reporting them to the better business bureau. The next time i called Apple service, i demanded to talk to the manager and pleaded to have a replacement cause i hadnt paid for a malfunctioning computer, as it wasnt part of the deal and there was no warning about it on the site, and the fact that 3 visits to an AASP couldnt resolve the issue, i either wanted a replacement or my money back.

I got the replacement and threw it up on eBay the next day as i didnt want to go through the same nightmare with the similar machine ever again. I love Apple's products but they need to ammend their warranty and replacement policy when it comes to useability oif their produts. Their 'no return policy' is the worst ive ever had to deal with..... if someones computer dies due to a hardware fault or is not usable because of some fault not of their own, Apple needs to make sure they are given the product and service they paid for and in due time. Such beating around the bush cannot be acceptable from such a high profile company that advertizes the quality of its products and services over others.

My next Mac was the original PowerBookG4 Titanium 400.....and it didnt have any problems whatsoever. one of the best machines i ever owned.

Cheers

[Face Ache]

Originally Posted by Hawkeye_a

I'd like to chime in here as well. Apple support when it comes to issues they cant solve is horrible imo.

If you're in Perth, I recommend you buy your Macs from Artref. They're no nonsense guys (unlike most Apple Centres).

[Cody Dawg]

I had a similar situation happen to me recently with Apple where they didn't want to replace their own keyboard - that was shocking my children literally - on their eMac.

I purchased a brand new eMac a few months ago and when it arrived it had a crack in the bezel around the screen! I decided that it was slight, cosmetic, nothing to worry about. I purchased AppleCare and thought that if anything came up I'd have it taken care of. No problems arose.

But then the keyboard kept shocking my children, me, my spouse whenever we'd use it. I guess I should explain further. The keys weren't electrified. But, the USB cable going into the eMac had to be JUST SO or the keyboard wouldn't work. So, you'd try to adjust the cable and Voila! You would be electrocuted slightly. The point is that the cable was toast and that shouldn't happen and besides, we have AppleCare for things like that. Or so I thought.

So, when I called them they told me, "We don't repair or replace keyboards because they are considered plastics and not under warranty." I was floored. I said, "Is that right? Well, let me tell you something: Look up case number XXXXXXXXX for me...see where it says I have a crack in my brand new eMac...well, I decided to live with that problem a year ago but now I no longer want to...I want Apple to repair the entire screen, check it over, fix the evad cable because I'm having a problem with that...and maybe they should just replace THE ENTIRE THING BECAUSE IT IS ELECTROCUTING MY FAMILY...and I guess if I receive a brand new eMac I'll get a new keyboard, like I'm asking for, won't I?"

He was pretty floored. In one minute my "please exchange the keyboard" had gone to "please replace my eMac."

He said, "Uh, just a minute, I'll be right back."

He came back on and actually said, "Uh, I have tier 2 on the line and they have agreed to replace your keyboard after all. Thank you and have a nice day." Tier 2 overnighted a keyboard - and a mouse also.

The moral of the story? If you are in the right - and you know you are - then BITCH about it.

I had to write a letter to the CEO of Bank of America, Kenneth D. Lewis, yesterday about a really crappy experience. I sent it to him certified mail. I also sent the same letter to three other executives with Bank of America - and the person who was highly offensive and a discredit to their company. I know the letter probably won't mean much to Mr. Lewis because he probably will not receive it.

But, he MIGHT and then it might matter...AND THE PERSON WHO OFFENDED ME AND PROMPTED THE LETTER ALSO KNOWS MR. LEWIS MIGHT ALSO RECEIVE THE LETTER...and we both know that there will be a negative energy associated with that person, so in essence, my letter is successful. This offensive person knows that a lot of people will read those four letters and over and over again their name will come up as a paragon of ineptitude and lack of customer experience, as well as blatant offensiveness. (This person is the one person with whom I've ever thought, "I hope she loses her job.")

Write a letter to Steve Jobs and send it certified. No, he probably won't read it, but SOMEONE will and you might get some assistance. At the very least you will be exercising your American right to free speech and boy, does that ever feel good.



Good luck!

[dpfenninger]

Originally Posted by AKcrab

What about this option? Maybe you'll get a more satisfactory solution by explaining the situation and having them try again.

Why should I have to bring in the system a second time to remedy an issue that was clearly explained to them the first time? It's sort of like telling someone, "if you have a problem, don't tell me now, I'm busy...come back later." Between disconnecting the system, driving to the store, waiting to be "helped," driving back home, and reconnecting everything, I probably spent close to two hours of my time hoping that I would get a real solution. I shouldn't have to do that all over again just because Apple won't truly listen to me the first time.

As for the issues still occurring...the Superdrive seems to be better, as I haven't been able to get a disc to fly out (although they sit there rather tenuously as if it's only a matter of time...not snug like they used to). The fans however are the same squeaky, "old wheel" sound that they were when I brought it in.

[Cody Dawg]

Yeah, bringing it in a second time exposes it to more trauma when moving it, I agree.

[Hawkeye_a]

Originally Posted by Face Ache

If you're in Perth, I recommend you buy your Macs from Artref. They're no nonsense guys (unlike most Apple Centres).

Hey dude,
i noticed your message in my 'message section' which i just discovered. Inglewood here
Ive been using Digilife (Mt.Hawthorne) thus far with no problems. My problems occured in the US though in 2000-2001.

Cheers

[dpfenninger]

Originally Posted by Cody Dawg

Yeah, bringing it in a second time exposes it to more trauma when moving it, I agree.

What?? Dude, if you're not going to be constructive or helpful, then don't say anything. If you read my post, I wasn't saying that the computer was "traumatized." I was saying that it was inconvenient for me to bring the system in if nothing ended up being corrected.

back at ya!

[DigitalEl]

Also disappointed in Apple customer service, but for a completely different reason. The police dispatch center in which I work has an array of 8 15" monitors at each station. The main screens involve 4 monitors, showing available officers, calls holding, active calls, maps and what have you. The boss wants to consolidate those main 4 screens with 1 giant screen.

Being the resident Machead, I thought a 30" Cinema Display might work and suggested we give it a try. I stopped into my local Apple Store (Phoenix-Biltmore) and the people were friendly, but never followed up or seemed all that concerned with helping me. I called Apple's government sales folks. I wanted a quote for the Cinema Display and the video card needed to run it in a Win2000 environment. I couldn't even get them to return my calls in a timely fashion. I finally got an e-mail from a guy who said he'd look into getting me a quote. He finally did, but just for the monitor. I e-mailed him back and haven't heard from him again. That was weeks ago. These are their supposedly professional sales people, dealing with business and government accounts. If they suck that bad, imagine what it's like being Joe Consumer complaining about your busted iMac.

The experience left me kind of embarrassed that I'd so highly recommended Apple. My PD is going w/another vendor now and Apple's not even in the running any longer. Maybe for corporate/government sales they don't wanna even deal with you unless you're buying 4,000 iBooks for a school district or somethin'. Still, I'd think every sale would count, but what do I know!?

[Ratspittle]

I had an issue a few years ago with the popping apple cinema display (blue and white). about 1 month out of warranty it completely dies. I raised such a stink on apple's own forum (after they deleted my posts) that they eventually called me and offered to fix it for free (shipping included). I'm not even sure how they got my #! But I'll tell you one thing...make enough noise, and they'll come around.

[Cubeoid]

Make sure you still clear of this whacko ----> http://www.ntk.net/media/developers.mpg

[phillryu]

Just wanted to share this. My family's iMac (G5 rev A) had huge noise issues involving the fan, and my dad had to go through a lot of returns / repairs without any of them really solving the problem. (Most times, the machine would be relatively quieter, but then deteriorate quickly over the next few weeks.)

Eventually, after probably 3 repairs, he called up Apple. They eventually replaced the machine with a brand new iMac (with the iSight and such).

Good luck! It's probably going to suck dealing with Apple on the phone and such, but I'm sure it'll end well.

[besson3c]

I'd trim down or eliminate the stuff about waiting in line at the Genius bar. What do you expect they'll do, best case scenario?

[Fyre4ce]

Originally Posted by Cody Dawg

I had a similar situation happen to me recently with Apple where they didn't want to replace their own keyboard - that was shocking my children literally - on their eMac.

I purchased a brand new eMac a few months ago and when it arrived it had a crack in the bezel around the screen! I decided that it was slight, cosmetic, nothing to worry about. I purchased AppleCare and thought that if anything came up I'd have it taken care of. No problems arose.

But then the keyboard kept shocking my children, me, my spouse whenever we'd use it. I guess I should explain further. The keys weren't electrified. But, the USB cable going into the eMac had to be JUST SO or the keyboard wouldn't work. So, you'd try to adjust the cable and Voila! You would be electrocuted slightly. The point is that the cable was toast and that shouldn't happen and besides, we have AppleCare for things like that. Or so I thought.

So, when I called them they told me, "We don't repair or replace keyboards because they are considered plastics and not under warranty." I was floored. I said, "Is that right? Well, let me tell you something: Look up case number XXXXXXXXX for me...see where it says I have a crack in my brand new eMac...well, I decided to live with that problem a year ago but now I no longer want to...I want Apple to repair the entire screen, check it over, fix the evad cable because I'm having a problem with that...and maybe they should just replace THE ENTIRE THING BECAUSE IT IS ELECTROCUTING MY FAMILY...and I guess if I receive a brand new eMac I'll get a new keyboard, like I'm asking for, won't I?"

He was pretty floored. In one minute my "please exchange the keyboard" had gone to "please replace my eMac."

He said, "Uh, just a minute, I'll be right back."

He came back on and actually said, "Uh, I have tier 2 on the line and they have agreed to replace your keyboard after all. Thank you and have a nice day." Tier 2 overnighted a keyboard - and a mouse also.

The moral of the story? If you are in the right - and you know you are - then BITCH about it.

I had to write a letter to the CEO of Bank of America, Kenneth D. Lewis, yesterday about a really crappy experience. I sent it to him certified mail. I also sent the same letter to three other executives with Bank of America - and the person who was highly offensive and a discredit to their company. I know the letter probably won't mean much to Mr. Lewis because he probably will not receive it.

But, he MIGHT and then it might matter...AND THE PERSON WHO OFFENDED ME AND PROMPTED THE LETTER ALSO KNOWS MR. LEWIS MIGHT ALSO RECEIVE THE LETTER...and we both know that there will be a negative energy associated with that person, so in essence, my letter is successful. This offensive person knows that a lot of people will read those four letters and over and over again their name will come up as a paragon of ineptitude and lack of customer experience, as well as blatant offensiveness. (This person is the one person with whom I've ever thought, "I hope she loses her job.")

Write a letter to Steve Jobs and send it certified. No, he probably won't read it, but SOMEONE will and you might get some assistance. At the very least you will be exercising your American right to free speech and boy, does that ever feel good.



Good luck!

Minor point of grammar - the word "electrocute" literally means "to kill with electricity." It's a combination of the words "electricity" and "execute," as for a condemned prisoner. "Shock" or "electrically shock" is probably what you meant.

[Mister Elf]

It's descriptive exaggeration-he wasn't trying to be literal :-p.

[Cody Dawg]

pdfenniger:

I wasn't talking to you; I was saying that moving it back and forth was not a good option?

You attack me because I think it shouldn't be moved?

If you attack me like that because you don't agree with my verbage then you're WAY too sensitive...and I can see exactly why they won't fix jack squat for you.

[besson3c]

Originally Posted by Cody Dawg

pdfenniger:

I wasn't talking to you; I was saying that moving it back and forth was not a good option?

You attack me because I think it shouldn't be moved?

If you attack me like that because you don't agree with my verbage then you're WAY too sensitive...and I can see exactly why they won't fix jack squat for you.

Yeah, Apple will not fix computers if their customers expose a weakness of sensitivity. Nothing but tough love for all of Apple's customers.

"What, your computer is giving you electric shocks? SUCK IT UP you pansy, what do you think we are, an electric shock fixing place? Would you like a cup of latte, maybe some French pastry?"


BTW, I've been meaning to ask you about the dog in your signature... Why do you have a rabid looking abused mongrel in your signature that looks like it hasn't been fed? Somebody should take that poor dog to the pound, and maybe try giving it some love.

[Cody Dawg]

Just editing.

besson3c can be the very first person on my Ignore List. Not even Captain Obvious has that distinction.

[besson3c]

Originally Posted by Cody Dawg

You're an ass. Some people emailed/PMd me about you and said, "besson3c is trying to be my friend. Should I?"

The answer is

"Only if you have nothing better to do!"



Have a GREAT night besson3c!



BYE!

I'm a man of mystery. I like maintaining that air of mystique, it makes me appear sexier and more appealing.

You know what they say: keep your friends close and your enemies closer. So, I just keep everybody close and let the friend/enemy thing come out in the wash.

Speaking of wash, do you know how I can make my whites whiter?

P.S. who was emailing you asking about how to approach the delicate art of friendship with me? Was it Kevin, or Cody Dawg?

BTW, have you seen Cody Dawg around?


edit: forgot my smilies...

there... that's better.

[Ken Mastεrs]

Originally Posted by Cody Dawg

pdfenniger:

I wasn't talking to you; I was saying that moving it back and forth was not a good option?

You attack me because I think it shouldn't be moved?

If you attack me like that because you don't agree with my verbage then you're WAY too sensitive...and I can see exactly why they won't fix jack squat for you.

I interpreted it the way he did, and I thought he reacted lightly.

I woulda told you to go f#@k yourself! Or even I hope your throat get slit by a stranger
Whilst having coffee, hopefully in the dark...
This way he gets away with it, and you end up just a looser.

But this is not my fight... too dol loo's.

OH yeah... BTW my computer only breaks down 2 weeks after my warranty runs out.

[BRussell]

Let's see. You were irritated that you explained the issue to more than one person. You were then irritated that they told you to bring it in for repair rather than magically fixing it over the phone or the internet. And that you had to unplug it when you brought it in. Then someone cut in front of you in line and made you wait 10 minutes longer. OK. But guess what, it's all utterly irrelevant and just makes you seem like a whiner over nonsense, which frankly makes one wonder about the legitimacy of your other problems. Not saying they aren't real, but, honestly, when you get uptight about these other non-issues, hypochondriasis comes to mind.

The main issue is that they didn't take your fan noise complaint seriously enough when you brought it in. You need to let them know that you know that iMacs' fans are not normally as noisy as yours, and you'd like it fixed because you do audio work. Cut out all the other nonsense if you want to be taken seriously.

[Cody Dawg]

Post of Teh Day™

Let's see. You were irritated that you explained the issue to more than one person. You were then irritated that they told you to bring it in for repair rather than magically fixing it over the phone or the internet. And that you had to unplug it when you brought it in. Then someone cut in front of you in line and made you wait 10 minutes longer. OK. But guess what, it's all utterly irrelevant and just makes you seem like a whiner over nonsense, which frankly makes one wonder about the legitimacy of your other problems. Not saying they aren't real, but, honestly, when you get uptight about these other non-issues, hypochondriasis comes to mind.

[Spliffdaddy]

Well you shouldn't expect the folks that offer customer service to actually service customers.

And you shouldn't expect the folks that repair Apple computers to know how they're supposed to work.

I mean, you hafta tell them these things.

Else the apologists here will blame you for Apple's crappy customer service and repair.

[besson3c]

Originally Posted by Cody Dawg

Post of Teh Day™

Did you like my post too Cody?

[dpfenninger]

Wow, I wasn't expecting this thread to spiral into what it has. Look folks, I simply wanted Apple to recognize the issues with my iMac. My "annoyances" were not me being hypersensitive or blowing things out of proportion...they were just what happened. When I explain the issue to one tech person for a good 15 minutes, and then they transfer you to someone else who is supposedly going to help you further, don't you think logically that they would have been made aware of the situation? That would seem like good customer support to me not to have the customer explain it all over again. Also, I wasn't expecting anyone to magically fix the system online; I'm not that stupid. But knowing that Apple has a Do-It-Yourself repair system in place for rev. A iMacs, I was hoping they would recognize my issues and offer that route.

Secondly, call it what you will, but the fact is that it is inconsiderate for them to just expect me to bring in the system on multiple occasions just to get it serviced. It's not a 12" PowerBook or an iPod that can be lugged around at will.

Look guys, I consider myself to be rather thick-skinned, and one of the least-easily-offended people on the planet. AND I've lauded Apple over and over on multiple occasions, even when they may not have been in the right. But that's what has made this situation so disappointing to me. And it's become even more disappointing knowing that several readers have misread the intention of this thread and are even defending Apple now because they think I'm a whiner or something.

I think people also tend to read things, and read intentions that are not there. Cody Dawg, if you're intention was not to mock my situation (even though with the "rolled eyes" it seemed that way), then I truly apologize for overreacting. It's a shame that that now has to be an excuse for overzealous Apple apologist-types to both defend Apple in this situation and counter-attack me.

Bottom line folks...Apple is a company. Apple has become a big, successful company. I feel like my customer service experience from start to finish was less than satisfactory. If you disagree with that, then that's your right. But that's what happened and I'm sticking with my words.

[besson3c]

Originally Posted by Cody Dawg

Just editing.

besson3c can be the very first person on my Ignore List. Not even Captain Obvious has that distinction.

This after getting on somebody's case for being too sensitive. Oh well.

[Rob van dam]

Originally Posted by dpfenninger

Wow, I wasn't expecting this thread to spiral into what it has. Look folks, I simply wanted Apple to recognize the issues with my iMac. My "annoyances" were not me being hypersensitive or blowing things out of proportion...they were just what happened. When I explain the issue to one tech person for a good 15 minutes, and then they transfer you to someone else who is supposedly going to help you further, don't you think logically that they would have been made aware of the situation? That would seem like good customer support to me not to have the customer explain it all over again. Also, I wasn't expecting anyone to magically fix the system online; I'm not that stupid. But knowing that Apple has a Do-It-Yourself repair system in place for rev. A iMacs, I was hoping they would recognize my issues and offer that route.

Secondly, call it what you will, but the fact is that it is inconsiderate for them to just expect me to bring in the system on multiple occasions just to get it serviced. It's not a 12" PowerBook or an iPod that can be lugged around at will.

Look guys, I consider myself to be rather thick-skinned, and one of the least-easily-offended people on the planet. AND I've lauded Apple over and over on multiple occasions, even when they may not have been in the right. But that's what has made this situation so disappointing to me. And it's become even more disappointing knowing that several readers have misread the intention of this thread and are even defending Apple now because they think I'm a whiner or something.

I think people also tend to read things, and read intentions that are not there. Cody Dawg, if you're intention was not to mock my situation (even though with the "rolled eyes" it seemed that way), then I truly apologize for overreacting. It's a shame that that now has to be an excuse for overzealous Apple apologist-types to both defend Apple in this situation and counter-attack me.

Bottom line folks...Apple is a company. Apple has become a big, successful company. I feel like my customer service experience from start to finish was less than satisfactory. If you disagree with that, then that's your right. But that's what happened and I'm sticking with my words.

First of all i forgot if you had applecare.If so why didnt you just request an onsite repair.Since apple keeps screwing around with you why dont you just report them to your local business bureau.That's the advice a lawyer gave to mac users on an online forum which seems will warrant an investigation to apple customer service quality.Its time for you to take control mate.

[Salty]

Frankly I don't think Apple has that amazing of customer service all the time. I had an absolutely awful experience once. That said twice since then I've had very good experiences. They even gave me a free 512 of RAM for my PowerBook .

That said your complaints about your machine are valid. Your complaints at the store border between valid and invalid. As far as having to explain your case twice. Big deal. I pass people off to the service people at our store all the time and they have to take another 5 minutes to re-explain what they think the problem is. Frankly I'm never going to remember your problem as well as you do. And if I tell the tech instead of you it's just going to muddy things. Unless I can see your problem is something that you don't realize it is, and are too stupid to realize what it is, in that case I might tell a tech that this is what the actual problem is.

Your fan and superdrive problems are valid. Did you TELL the Apple store guys that you need to have this machine be whisper quiet because you are an audio tech? If you didn't I am not surprised they blew that complaint off. If you did then yah that's bad service. I would go back and complain again.

That said the iMac is NOT THAT HEAVY I've moved a few several times. Sure they're a lil awkward and not as light as a powerbook. But sheesh having to unplug it that's not that huge of a deal. Seriously in any situation when your computer needs to be fixed the company isn't going to be able to make it hassle free. And as far as someone cutting in line. That's one bad sales person.

[production_coordinator]

Originally Posted by dpfenninger

Let me begin by saying that I have been a loyal and avid fan of the Mac since 1999. I have converted several of my PC friends to the Mac, and I would consider myself to be the quintessential Mac "geek" (posters, T-shirts, you name it). I have owned a Macintosh LC 575, Power Macintosh G3 (Blue & White) and Power Mac G4 Cube, in addition to my current machine, an iMac G5. However, my recent experiences with Apple customer support have left me thinking that maybe the Mac way is not the smooth, customer-first experience that I thought it was.

OK, a tiny inconsistencies... the Macintosh LC 575 was available in 1994 and you said you were an avid fan of a Mac since 1999. I also found this post where you say your Power Mac was your first computer...

http://forums.macnn.com/showthread.p...82#post2525082

Having looked over your past posts, I would say you are VERY particular about your Mac. I don't agree with what Apple did, but at the same time, I've worked retail... when you got to the counter, you should have said "My name is XYZ, I have a 7:20 appointment" when first asked at the Apple store.

Question: What would have made you happy?

IMHO, they did the minimum. The cleaned your fan and adjusted your SuperDrive. Granted, it's not a new computer, but they worked on your system the same day for free... and before you even waited to see if the problem was resolved, you were unhappy. I realize walking your computer into a store is annoying, but would you have been happier if Apple would have pulled a Dell (send in your computer where you pay shipping) or better yet, "it's going to take a few weeks".

I guess I see both sides of the issue.

[production_coordinator]

Sorry... DP

[Salty]

Keep in mind nobody is saying your fans shouldn't be fixed. You should probably make another appointment. Call ahead and ask them what they can do to fix your fan problem. Make sure that they agree to fix it BEFORE You bring your machine down. Take down the name of whoever you talk to and write down what they tell you they can do. Read it back to them so that you're both on the same page.
Then bring the machine down when you have your appointment. Set your iMac down on the counter and stay with it with an obvious "I need help" look. And as soon as you see a customer walk away from someone behind the counter politely mention to the tech or whoever it is that you're there for an appointment. And make sure to smile politely . Remember they probably don't get paid a whole lot, and being kind, understanding but clear about your needs can go a LONG way to getting yourself helped. They might be having a crappy day just like you are.

[dpfenninger]

I give up. I appreciate the few of you who have not twisted my situation or my words and have offered true words of advice and support. To the remainder of you who have either accused me of being a liar or a hypersensitive drama queen or taking out my "crappy day" on perfectly innocent customer service people, I guess you're entitled to your opinion, and I apologize if I've misrepresented myself because that's not who I am.

[KeriVit]

Originally Posted by dpfenninger

I give up. I appreciate the few of you who have not twisted my situation or my words and have offered true words of advice and support. To the remainder of you who have either accused me of being a liar or a hypersensitive drama queen or taking out my "crappy day" on perfectly innocent customer service people, I guess you're entitled to your opinion, and I apologize if I've misrepresented myself because that's not who I am.

Ya know guys - he came here for support amongst fellow Mac users- irritated by a bad experience. Stop defending the supreme Apple and think if you were in a similar situation. If it were Wal-MArt or Best Buy- you'd feel his pain. We all get irritated and feel we are in the right and perhaps cannot convey exactly what happened, but it can really get to you. Calling him a whiner is not support.

good luck dp.

[Salty]

Originally Posted by KeriVit

Ya know guys - he came here for support amongst fellow Mac users- irritated by a bad experience. Stop defending the supreme Apple and think if you were in a similar situation. If it were Wal-MArt or Best Buy- you'd feel his pain. We all get irritated and feel we are in the right and perhaps cannot convey exactly what happened, but it can really get to you. Calling him a whiner is not support.

good luck dp.

I wouldn't feel his pain, if it were Best Buy. I work at one and always have people come in an have unreasonable expectations of me.

[ShotgunEd]

Originally Posted by production_coordinator

OK, a tiny inconsistencies... the Macintosh LC 575 was available in 1994 and you said you were an avid fan of a Mac since 1999.

So?

I have a Mac S/E 30, yet my first mac was a Performa 5300 which wasn't out till '94.

[pathogen]

I agree with Production-Coordinator and Salty, but not because I want to defend Apple. It just seems to me that your iMac isn't exactly new and when it was put back together after its first repair, it wasn't as tight as before. It's not like you opened it up with a cracked bezel (that is a serious issue).

But then you went and got really anal expecting god knows what kind of miracle from the genius bar. I'm even surprised they took it into the back and opened it up and tightened it up for no cost.

I've had worse experiences with Apple products and service and never once did I send a letter in and complain about the service because ultimately the situation turns to my favor (I get what I wanted). Instead, I just make it MY responsibility to be as nice as I can be and to thank everyone for any help I get. Even when I wish I were getting treated better and haven't got what I wanted yet.

It's not about being firm or polite, it's about COMMUNICATING like an adult, describing everything accurately using language that customer assistance people can understand, and asking questions about the limitations imposed on service so that I won't waste time.