When It Comes to Customer Service, APPLE NEEDS A CLUE

This morning, having received no contact from the apparently too busy to care RW at Apple Customer Care, either by phone or email, decided to call Apple  this morning in an attempt to resolve my issues with the company.  Part of me would like to think Steve Jobs is rolling over in his grave at this saga, but if being honest here, the customer service protocols at Apple were probably instituted under his watch, which leads to the conclusion he would approve of the manner in which his staff has handled this case.  As a sub note to this saga, don't bother calling the corporate headquarters at 408-996-1010 and asking to speak to the new Chairman of the Board Arthur D Levinson (see Genentech and NGM Biopharmaceuticals, Inc), as he does not deem to speak to mere mortals like you and I as Apple has us locked into a box that forbids us escaping from a non functioning Customer Care Department.

Apple...Bad To The Core?

Around 10:30 I placed my call, and when someone in customer service answered, I asked to speak to the manager of said department (knowing we common folk are not allowed such access).  A syrupy sweet calming voice on the other end of the line asked me to explain too them just what my problem was, asked that I give them a chance to see if they could help.  Been there, done that, but I proceeded to tell my story in four part harmony when I was told, "OK, stop it right there and let me put you on hold while I pass this call along to someone else that can better help you with your problem.  Do you mind if I put you on hold for a few minutes while I fill them in on everything."

Sure, be happy to hold, I just love sitting here holding a phone in my hand while you explain everything to someone else who will come on the line and ask me to repeat the whole story over to them again anyway."

Missing my sarcasm, the customer service representative placed me on hold, was gone for a little over ten minutes...it is assumed looking for someone that she could pass the call off to as it was well beyond their own skills, and the script booklet that was and is every phone reps holy grail of how to deal with members of the public.  Rule number one of which is, "Never let them speak to anyone that could actually make an executive decision that could  solve the problem."

Finally the rep in her syrupy voice pops online to inform me she is passing my call over to someone else who will be able to resolve my issues, make me again a "Happy Camper".  So now, passed along to person number two in my ordeal (not counting the robot who had assured me it could understand and comprehend complex phrases...which it cannot).  Wanting to save some time, I asked this person if the first customer service rep had adequately explained my situation.  

"Not really, can you tell me what you are having problems with?"

Biting my tongue, with great gnashing of teeth, pulling out some of my already thinning hair, I again start my tale from the beginning with four part harmony and various assorted lamentations about the insanity of the entire situation, when again I hear, "Stop it right there, I am going to need to escalate this up the ladder too someone else, can you please hold?"

Another long waiting period listening to Apple's insipid hold music (maybe they should do some shopping on ITunes), and this second person comes back on the line to introduce me to Robyn who will be helping me from here on out...happy, happy, joy, joy.  Now I knew this phone conversation was not going to end with me being a happy camper when she almost immediately informs me, that she is pretty much on an equal par with RW (remember RW), and so can only do so much in an attempt to solve my issues...cutting to the chase, what she was saying was she would not be able to give me what I had ordered at the price I ordered it for UNLESS people higher up were brought into the lope (tangled ball of string)...and we are talking for WHAT REASON?

I'd asked to speak to someone higher up the food chain over an hour ago, and though a mere mortal like myself is not allowed into that Apple Ivory Tower, not allowed too speak to any one above the level of peon and piss ant, it seemed I was going to need to give Robyn at least 24 hours to look into some things...every time RW (remember RW) asked for 24 hours, it was more like days, even weeks before (or if) I heard back from him.  Must like our dear RW, Robyn too gave me her DIRECT DIAL number (877 388-0879 ext. 48076) which when called funnels you into the same message and answering machine that RW has set up for himself.

She did ask me what I would like to resolve my issues with Apple...now, what I would like is the Apple iMac (28 inch screen) with all the bells and whistles, but we all know that Apple is not going to give me an almost $7,000 computer.  However, that is NOT WHAT I ASKED FOR...I said I wanted them to uphold and honor the deal they had made to me, and wanted a letter of apology from Apple...apparently that last one greatly complicates things, as Apple does not like having to admit in writing that they made some mistakes, does not want to write a letter of apology to ANYONE.

So, almost four months from when this saga originally started, the tale continues on.

Apple Ipod Saga Continues...Apple FAILS When It Comes to Customer Service

Many of my regular readers probably recall my post on Apple, and the problems I was having in getting my faulty IPod replaced in a timely fashion. Though a solution was weeks in the making, though I was not happy to have my NEW IPod replaced with a REFURBISHED one, had thought the tale was finished, that a workable solution had been found.

I was pleased with the apology of one RW from Apple's customer care department, and the offer made to me to compensate me for my troubles. Specifically, RW offered me both a ten percent discount, and $100 off my next Apple purchase of $300 or more...COOL I thought, and tucked these two items away to be used at Christmas time.

Enter BLACK MONDAY! Apple was running their own specials, and one of them was right up my alley, the time has come to CASH IN on my discount and gift certificate...Below is the original copy from the sale page. Do the math, and I was looking at a mega deal, picking up the IPad of my dreams for a steal at $350...not a $199 flatscreen TV, but I was going to be VERY HAPPY.

Special Limited Time Price
Originally released April 2010 $499.00

64GB flash drive capacity Save $230.00
Wi-Fi + 3G (3G data plan sold separately)
Bluetooth 2.1 + EDR technology
9.7-inch widescreen display
Multi-Touch screen
1.6 pounds and 0.5 inch

Now, per the directive of RW (Ransri Wije) at the time he made this offer, I picked up the phone000000 when I found this great bargain to close the deal, as he said he was the only one who could apply the extra 10 percent discount...OK. So, I called him and got his answering machine, so I also emailed him, sending him the link and information on what I wanted, just as he had instructed me too do.

First, RW takes his sweet time getting back to me (as in over a week after the sale ends), and when he calls me (late at night here on the East Coast), he informs me that the deal he offered me was only for NEW ITEMS, not REFURBISHED ITEMS. Two things here...first, when I complained about receiving a refurbished IPod when my NEW IPOD broke, RW assured me that both were of equal quality, even though the refurbished on sent me sells for over $100 LESS than a new one. Secondly, RW, nor Apple ever put a restriction on their compensation offer stating I could only get a new item.

I pointed this out to RW, but he was insistent that I could only cash in the offer on something NEW...I told him to go back and review the records and then get back to me, and hung up the phone before I lost my temper.

He did get back to me just before Christmas...again, late at night my time here on the East Coast, and said after reviewing the records, admitted that I was correct, he nor Apple had put such a restriction on my compensation package, and because of this, he was prepared to HONOR his word.

"GREAT, I want the IPad Touch I sent you the link for RW."

Sure you all know where this is going...after clicking on the link for the refurbished unit in my email (that clearly shows the unit on sale for $499.00) RW informs me that the unit is now $599.00 and he can give it too me for around $450! I point out the obvious, which is I would have had the unit in time for Christmas, would have paid around $350 for it had he and Apple honored their original offering in a timely fashion.

The way it was left, RW was going to look into things and get back to me if he could find the unit I wanted at the price it was offered when I tried to cash it in. We are now into a new year, a week into it actually, and still no IPad. Now maybe I am wrong here, but seems to me that my having to spend hours and hours of my time trying to get Apple to do the right thing is not the Apple of Steve Jobs. Would seem to me that this much aggravation is not something Apple customers should have to endure. Apple makes some GREAT PRODUCTS (iMac), but when it comes to taking care of customers after the purchase, they are even worse than Microsoft when it comes to creating customer satisfaction.

If you think Apple needs to address the troubles and problems they have created in this case, please drop RW a line at rwije@apple.com and tell him to MAKE ALL THIS RIGHT. At this point, not willing to be as accomadating as I was when all this first started back in October. Tell them I DESERVE the iMac of my dreams...I mean what is $6,483.00 compared to the hassles they have given me in the past almost 90 days.

Black Friday Marred By Violence...Friday's "News on the Run"

It's a beautiful, almost balmy day here in Mountaindale NY, and I am recovering from all the calories consumed yesterday. Watching CNN as I have a lazy day about it, shocked to see the serious violence surrounding Black Friday, most of it occurring at Walmart stores. Two people have been shot, and over a dozen others pepper sprayed by an irate customer, while others were pepper sprayed for grabbing items off of a palette. Seriously, if a 42" flat screen TV for under $200 worth it if you have to risk your life trying to get one?

Black Friday "News on the Run"

Mass protest (riot) against Egypt Army...these new gatherings seem far more dark and foreboding than the ones we witnessed this spring.

Americans held in Egypt are now free...interview with father of one of the students on CNN...father was asked if his son has been injured, and he would not comment on it until after his son is safely out of country...look for horror stories on students treatment when they are back on America soil.

Syria defies Arab League Deadline as violence against citizens continues unabated...again, where is a NATO No Fly Zone?

Apple Black Friday deals not all that exciting...if you were looking for a seriously great deal on say an Apple IPad or IPod touch, forget about.

Almost half of all Americans are out shopping today, and thinking the number of Americans having left over might be even higher. Enjoy the day folks, and if you are traveling back home this weekend, be be safe, and don't be in a hurry.

The Sad Tale Of My Apple IPOD Touch

I am sitting here listening to Arlo Guthrie's "Alice Restaurant" as I write this tale of woe...the song seems an appropriate epic song to enjoy as I share the sad tale of my defunct Apple IPOD Touch. As luck would have it, my new favorite toy which I acquired this past March (2011) gave up the ghost, ceased working less than 24 hours after the passing of Steve Jobs.

Having the extended AppleCare Protection Plan, with tears in my eyes, I got on the phone and called Apple Tech Support knowing they would resolve my problem for me as they had always done in the past. After sitting around on hold for close on too 20 minutes I was connected to someone in tech support who walked me through various attempts to resuscitate my beloved IPOD Touch, but alas, it was not to be, the technician basically informing me that my IPOD Touch was dead, the music on it (that unfortunately was not synched to my new laptop) gone.

The good news in this tragic story is they would be sending out a pick up request, and once they received my dearly loved IPOD, they would be sending me out a brand new working one. The tag was supposed to be here last Friday, and today or tomorrow I should have had my new replacement IPOD Touch...the keywords in that sentence being SHOULD HAVE.

Enter Murphy's Law (being nice) or blame it on an inept employee, as of today, October 12, 2011 I am still waiting on said pick up tag, so I took it upon myself to get on the phone, sit on hold again for close on too 20 minutes to check on the status of my repair ticket. A nice friendly female voice finally gets on the line, and after explaining to her the entire story in four part harmony she asks if she can transfer me to someone else that can help me in resolving the problem with my repair order.

Enter one Brett Shaff in Apple's Customer Support Center...After a wait of around five minutes, I was transferred to this gentleman, and again in four part harmony explained the situation to him. He asked a few questions, and after giving him the ticket number he tracked down the root of the problem...for whatever reasons, the person who wrote up the original ticket has put a hold on it as the computerized system Apple uses was unable to verify my address...although Brett did verify that the address they had was 100 percent CORRECT. Brett was also somewhat surprised that no one (either by email or phone) had gotten back to me to resolve this problem or glitch, and told me he was going to see what he could do to expedite a resolution to the situation for me.

More time on hold...Brett comes back and informs me that his phone call was fruitless, and he was told to send a recap of the problem via email to his contact IN INDIA! As you can imagine, I was not finding much solace in knowing my customer service issue was now getting more convoluted and international in scope. I give Brett credit...he did his best, tried really hard, but the bottom line was simple, "I would not be seeing my IPOD Touch today, tomorrow, or for that matter any time this week.

Not satisfied, I contacted Apple Corporate Headquarters where after again being put on hold I was passed through to one RW (that's right, I was not given a real name, just initials) who asked me to let him look into the issue for me, as he wanted me to again be a happy Apple camper. This said, he put me on hold...something that would occur numerous times during my conversation with him as he researched and sought out answers and solutions.

The bottom line according to RW was simple...Apple made a mistake, and he would be issuing a new call tag, sending me out the pickup box that should have been in my hands last Friday. IF EVERYTHING GOES RIGHT he informed me, I would have my laptop before the end of next week...that's right, the Apple IPOD Touch I was supposed to have today or tomorrow might be here by the end of next week IF I AM LUCKY.

At this point, I have some three hours of time invested in this process, and even assuming no further errors or mistakes on the part of Apple, I will be able to wash my hands of this sad tale sometime next week with a time investment of about four hours worth of angst and frustration. Perhaps it is just pure chance, but never in all my involvements with Apple during the Steve Jobs years did I have these kinds of problems with Apple Customer Support. Let's hope my experience this time around is an exception to the rules, rather than a insight of things to come. I have to admit here, that the Apple IPAD I am coveting, have been saving up for needs perhaps some more consideration...RW said he would be contacting me next week to see if I got my new IPOD, and make sure it was working properly, and at that point in time would see what Apple could do to restore my confidence in the company...I will keep everyone posted on the progress of that conversation.