Poor Service
Hi All,
Wondered if anyoone would be able to help me here. I purchased an ibook last year only to learn the video board was subject to recall. (After it stopped working unfortunately) So apple sent the box to me to returnit for repair only to be lost by DHL after it was repaired. I bought the laptop specifically in response to a student promotion and intended to use it only during non school times (commute etc.) Apple is unwilling to loan me a computer for the time being. The time being is finals in two weeks. So i am now suffering because of the defective product and delivery. Apple made it sound like they were doing me a favor by helping me but they refuse to help me. All i need is a loaner laptop. They insisted i not file a claim with DHL but allow them to handle it so i have no choice!
Why can't we expect better customer service from apple? Is this the norm?
Thanks
Wondered if anyoone would be able to help me here. I purchased an ibook last year only to learn the video board was subject to recall. (After it stopped working unfortunately) So apple sent the box to me to returnit for repair only to be lost by DHL after it was repaired. I bought the laptop specifically in response to a student promotion and intended to use it only during non school times (commute etc.) Apple is unwilling to loan me a computer for the time being. The time being is finals in two weeks. So i am now suffering because of the defective product and delivery. Apple made it sound like they were doing me a favor by helping me but they refuse to help me. All i need is a loaner laptop. They insisted i not file a claim with DHL but allow them to handle it so i have no choice!
Why can't we expect better customer service from apple? Is this the norm?
Thanks
Comments
The timing sucks, but until they can investigate the claim, I don't see where they are under any obligation to you. They repaired it, they sent it, DHL lost it. Shouldn't you be complaining about DHL?
Let them handle the claim, it'll make your life easier.
Originally posted by Kickaha
Um, Apple is helping you, by pursuing the claim with DHL. Red tape sucks, but they are much more able to cut through it than you are.
The timing sucks, but until they can investigate the claim, I don't see where they are under any obligation to you. They repaired it, they sent it, DHL lost it. Shouldn't you be complaining about DHL?
Let them handle the claim, it'll make your life easier.
The problem is being without a laptop right before finals something dhl cannot resolve. Does anyone belive Apple should notify it's customers who have purchased an item subject to recall?
My wife's iBook was subject to a recall, and she received a very nice postcard in the mail telling her so. I think she got an email as well.
That may be the only time they did it, but I do know that they have done so in the past.
Manufacturers aren't required by law to announce recalls to every purchaser unless it constituted a hazard to life and limb.
Originally posted by Kickaha
They do, if you registered yourself with them when you purchased it, and kept your info up to date.
My wife's iBook was subject to a recall, and she received a very nice postcard in the mail telling her so. I think she got an email as well.
That may be the only time they did it, but I do know that they have done so in the past.
Manufacturers aren't required by law to announce recalls to every purchaser unless it constituted a hazard to life and limb.
I had hoped to hear they did. Can you forward a coppy?
Thanks
If anyoone else can produce this information i will forward an email address to you.
Questions anyone? anyone?
It's not like you need to program or write papers...
Originally posted by soulcrusher
why do you need a laptop for finals?
It's not like you need to program or write papers...
Why do so many people assume they know so much? The laptop allows me to write while I work and commute since I?m either at work or at school, so you see the lap top is essential for writing papers due for finals. I'm astounded by people?s willingness to tell me what to do. No one has the right to tell anyone else what to do without knowing the truth. this includes folks at apple who recomended i find the computer lab. By the way, apple corporate and the store where I purchased the laptop have offered to reimburse me for a rental. I really didn't expect to have to take money out of my pocket since I?m the one being inconvenienced here and am again disappointed by apples unwillingness to go out of their way to help me since nothing that has occured has been my fault. This was my first experience with apple and unfortunately I will not recommend them to any one. Despite the cool design ideas they seem to spend more on marketing than service. I have received several emails notifying me of new items for sale but nothing about the recall and subsequently have not had my laptop since 11/24 and still have not been contacted to discuss the replacement. Why does this have to happen?
Buttttt.... Apple has offered to reimburse you for a rental of a laptop. This seems *more* than fair to me. DHL is the one that lost the laptop, remember, DHL is to blame. Not Apple. I don't agree that Apple should send you a temporary replacement when it would simply mean wear and tear on their inventory.
Apple is handling the investigation with DHL. Trust me, you don't want to be the small fish filing a claim against a big company like DHL. You they could not care less about. All of Apple's business? That's another matter.
When Apple can resolve it with DHL, and are satisfied that it was never delivered (you'd be amazed at the amount of theft out there by customers claiming they never received shipment of something
Yes, the timing sucks, but it sounds to me like Apple is being very fair on this - rent the laptop, put in on your credit card, and get reimbursed later. You lose... nothing. The faster you go this route, the faster you are no longer inconvenienced by the lack of a laptop.
Originally posted by soulcrusher
why do you need a laptop for finals?
It's not like you need to program or write papers...
Originally posted by unregistered
Why do so many people assume they know so much?
STOP! Now stand up, stretch and take a deep breath. Now can you realize the sarcasm in soulcrusher's post? Take it easy man, I'm sure your University has computer labs at the very least.
that seems more than fair.