WOW, Horrible Customer Service 1st Time Apple Customer

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WOW, Horrible Customer Service 1st Time Apple Customer

I am only two months into the apple world with a new Imac and new Macbook pro. I am still learning the system, but today when I called Apple Care and spoke to two people, they both were not friendly at all, but the 2nd lady I spoke to seemed like she just wanted me to google my questions and not bother her to which I was really confused and needed live help! My concerns were all valid and maybe I seem like an idiot to them, but this is a new world for myself and I expect better service from Apple! If they think I am going to pay $169.95 for Apple Care after the service they gave me today, then I will sell my computers and go back to my PC. Just wanted to vent, but I thought Apple trained their call center support team better than what I was giving today. I am still left in the dark on one of my questions also!!

David Payne

Posted on Jan 8, 2012 9:50 AM

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Answer 1

Jan 8, 2012 9:52 AM in response to dpayne75712

Instead of "venting" you could ask your question. Maybe one of the many volunteers could assist.

Stedman

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Answer 2

Jan 8, 2012 9:55 AM in response to dpayne75712

I have to agree... that is horrible service. I have had good experiences with all of my Apple Support conversations. Perhaps call back and try to get a different person, and maybe there is a complaint line where you can tell them your experience and maybe those people will shape up. Did either person you spoke to give a name?



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Answer 3

Paul_31

Level 6

14,160 points

Jan 8, 2012 9:58 AM in response to dpayne75712

Disappointing to hear but Apple don't follow these discussions so your comments will probably not get seen by them.

In spite of your experience I wouldn't rule out getting AppleCare, at least to give peace of mind in knowing that any repairs during the first three years of ownership will be covered. These things can be very expensive to repair once the 1 year warranty has expired.

Why not post your question in a new thread, I am sure someone here will be able to offer good advice.

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Answer 4

rkaufmann87

Level 10

141,054 points

Jan 8, 2012 10:00 AM in response to dpayne75712

David,

First a couple of things, you can escalate service by requesting to speak to a manager or you can also call Customer Relatiosn which isn't AppleCare, they're charter is customer advocacy. You can reach them in the US at 800-767-2775.

The next thing there is a proper "forum" for communicating suggestions, you can do that at www.apple.com/feedback.

Finally please read the Terms of Use you agree to. In it it specifically says:

Post constructive comments and questions. Unless otherwise noted, your Submission should either be a technical support question or a technical support answer. Constructive feedback about product features is welcome as well. If your Submission contains the phrase "I'm sorry for the rant, but…" you are likely in violation of this policy.

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Answer 5

dpayne75712 Author

Level 1

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Jan 8, 2012 10:01 AM in response to dpayne75712

I called them once and had great service two months ago, today both people were plain horrible, maybe they don't like working on Sundays, but don't take that out on me. No, but I do have a case number if anyone from Apple see's this post.

All my questions were vaguely answered, but my last question she emailed me the answer in regards to Time Machine which I am reading now, if this doesn't help, then I will post a different topic to get that question answered.

David

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Answer 6

dpayne75712 Author

Level 1

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Jan 8, 2012 10:04 AM in response to rkaufmann87

Thanks for the number, I'll call them today.

David

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Answer 7

Jan 8, 2012 10:07 AM in response to dpayne75712

Sounds good, and sorry again about your experience.

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