I am stunned.
The Apple help crew was terrific over the past month of problems installing Leopard in my iMac, the most alarming of which was its increasingly frequent habit of just shutting down cold.
Turns out that the problem was known to Apple, which issued a recall about a year and a half ago for models which included mine. If you weren’t looking for the notice, you wouldn’t have found it,.
The Mac service center now tells me that the recall expired 5 months ago, and it will cost me $600-700 to get it fixed. A call to Apple’s “customer service” got me a stout NO. The supervisor was downright rude, all but said “tough”.
Apple knew about but didn’t notify owners — the “customer service” supervisor said Apple couldn’t possibly be expected to e-mail everybody about it (say what?). They didn’t offer even to meet me halfway, reduce the cost of the replacement parts. Nothing. Tough luck.
I’ve always had such good experience with Apple, their products, their customer service, their options for help for non-geek-speak people like my husband and I. Has something fundamental changed at Apple?
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This is exactly how to lose a customer. Companies have to keep in mind that once you get bad service from them, you will tell your friends, then they will tell their friends and so on. Get my drift?
Thanks,
Richard Rinyai
www.theprofessionalassistant.net
Richard Rinyai on January 20th, 2008 at 11:14 am | Link
i was always taught the rule of 11.
your actions towards a customer directly affect the opinions of 11 people.
1 being the person, and 10 being people they talk to about it.
treat a customer good, and you may have just earned yourself many new ones, treat them bad and they’ll cost you 10 more that may have otherwise walked in your door.
i think its strange that they don’t know that, considering its one of the KEY things PC techs are taught.
Andrew on February 27th, 2008 at 10:50 am | Link
I have had my imacsince dec 2006.it worked for 2 months. I never knew and actually researched the best i could without a computer, of info on a possible recall. you are correct in that you would probably, as i did not.Find this info. I am furious with apple.I have advocated them so much so as to of gotten 4 others to purchase a total of nearly 10 grand in macintosh computers and am sickened by the fact that i have had nothing but problems even the only 2 months the piece of crap worked. Apparently apple has joined the intel class of “must suck to be you,” type of customer policy I have had with pc pentiums. too bad the APPle fell and rolled into the GATES of hell. JOINT CLASS ACTION LAWSUIT IS A WAY TO DO IT!
jennifer on March 28th, 2008 at 4:27 am | Link
I AM FURIOUS WITH APPLE TOO FOR THE SAME REASON. THEY SAY THEY WILL PAY FOR INTERMITTENT SHUT DOWN REPAIR BUT IT IS A BIG FAT LIE. THE FIRST TIME I ASKED ABOUT THIS EXTENDED PROGRAM I WAS HUNG UP ON.
NEVER AGAIN WILL I BUY AN APPLE PRODUCT AND IN MY BUSINESS, WHICH HAS BEEN DAMAGED BY THE LACK OF CONSISTENCY WITH MY COMPUTER, OF MEETING VACATIONERS IN THE ORLANDO AREA I WILL BE SURE TO WARN THEM OFF OF APPLE AND ESPECIALLY IMAC.
Patrese Lovecraft on April 27th, 2008 at 9:08 am | Link
I’ve been considering an Imac for some time now. F*** that! Thanks for the heads up
geo361 on November 3rd, 2008 at 8:08 pm | Link