My AppleCare Experience = not impressed
So my iBook 700Mhz died (this is the 2nd time) from the logic board problem 3 weeks ago. I send it in and they get it into me within a week. Works great again! I'm happy. However, it breaks down again in just 4 days (3rd time)!
So I call AppleCare again and the first tech support guy tells me I may be able to get a replacement for the laptop. I'm excited about that, until I get to talk to a "Product Specialist." Basically I explained my situation to the guy and the fact that it is Finals week at my university, which means that I need my laptop ASAP for papers. The guy tells me no replacement and says I have to send the laptop in for more repairs with an attitude . I was kinda ticked because the way he said it and I was just frustrated with school in general, so I lose my temper and go off on him. It was wrong of me to go off on him because it's not really his fault, but he didn't have to sound so condescending and arrogant. So I call him back (i got his contact info) and apologize on his voice mail.
Anyway, I don't get the package the next day (usually gets there by the next day). Call the guy back, leave another message to tell him I got no package for repairs after 2 days from the call and ask him to look into it and I leave my info. He doesn't call back. Call him again 3 days later and I get the voice mail again. Now I get seriously pissed because I haven't gotten any feedback from the guy, I can't get a hold of the guy, I don't have my package, and I'm stuck with a dead laptop that contains all of my notes from class that I can't access. Sure this guy has a right to spite me, but this is his job. He's paid to do a job and he hasn't.
Anyway, I called Apple care again to get another rep to get this figured out for me (I know I should have done this earlier, but I thought the guy would actually do his job and get it right). He says the Dispatch center hasn't sent it. How convenient. Only thing the new guy had to do was call them up and ask them about it and it was resolved within seconds.
This whole thing leads me to a couple of questions:
What's the point of Applecare if they won't even fix the hardware problems correctly?
Why should I even purchase Applecare when I get the kind of arrogant attitude that I got when I called?
Why do the techs give their contact info out if they intend to never check their messages or pick up their phones?
So I call AppleCare again and the first tech support guy tells me I may be able to get a replacement for the laptop. I'm excited about that, until I get to talk to a "Product Specialist." Basically I explained my situation to the guy and the fact that it is Finals week at my university, which means that I need my laptop ASAP for papers. The guy tells me no replacement and says I have to send the laptop in for more repairs with an attitude . I was kinda ticked because the way he said it and I was just frustrated with school in general, so I lose my temper and go off on him. It was wrong of me to go off on him because it's not really his fault, but he didn't have to sound so condescending and arrogant. So I call him back (i got his contact info) and apologize on his voice mail.
Anyway, I don't get the package the next day (usually gets there by the next day). Call the guy back, leave another message to tell him I got no package for repairs after 2 days from the call and ask him to look into it and I leave my info. He doesn't call back. Call him again 3 days later and I get the voice mail again. Now I get seriously pissed because I haven't gotten any feedback from the guy, I can't get a hold of the guy, I don't have my package, and I'm stuck with a dead laptop that contains all of my notes from class that I can't access. Sure this guy has a right to spite me, but this is his job. He's paid to do a job and he hasn't.
Anyway, I called Apple care again to get another rep to get this figured out for me (I know I should have done this earlier, but I thought the guy would actually do his job and get it right). He says the Dispatch center hasn't sent it. How convenient. Only thing the new guy had to do was call them up and ask them about it and it was resolved within seconds.
This whole thing leads me to a couple of questions:
What's the point of Applecare if they won't even fix the hardware problems correctly?
Why should I even purchase Applecare when I get the kind of arrogant attitude that I got when I called?
Why do the techs give their contact info out if they intend to never check their messages or pick up their phones?