Sorry, but AppleCare's response is entirely reasonable. There are any number of internet cafes or download services you could have used for a negligible fee, or you could have asked a friend or relative with broadband to download it for you, or you could have left it downloading in the background for a couple of nights... it would have been so much easier to just get it yourself, rather than wasting time irritating people at AppleCare.
In the past, I've had to wait up to 4 weeks for repairs. While it's always annoying to have that sort of downtime, it's possible to use machines at work, or go to someone else's place and use theirs for a bit. Unfortunately, in the real world there are such things as supply problems, shipping delays, and so forth; the fact that it's taking some time for parts to arrive doesn't mean Apple isn't trying to speed the process.
Cheers, Ben
On 25 Jan 2005, at 17:34, Geoffrey Loeffler wrote:
Apple Care is terrible, the last 3 years there like dealing with, I can't think of anyone worse. They love to fly the flag of best in the business as we all flooded the consumer reports site and voted Apple excellent. They have lied to me, damaged my equipment and lied to me more, and every step they were rude, crude and just do not care.
I swore off apple but busted down and got 2 iPods and 2 iBooks for my wife and one of my kids. I called Apple Care and said I need to get a copy of the 10.3.7 update, lady snaps did you sign up yet, well no I need the software. So dealt with her, then she said we might as well get the iPods signed up, well I already paid for that, I don't see it. Well if I get my software update,,,maybe you will. it's 100 megs and I am at another house in another state all I have a dial up, all totaled the upgrades were closer to 200 megs.
I asked Apple Care if they could send a disk with these updates on there, I would pay for shipping and any reasonable costs. The new tomato on the phone said it's not Apples fault that you do not have the capability to down load a 100 meg file. I said, Apple has done this in the past remembering way back to 8.1 to 8.6, they sent me a copy on a disk that said will work on a 7200 only, but don't worry it will work on your machine. It did and that was Apple Care back then. Happy friendly, these people are like, rotten tomatoes.
Now they hold your machine, tick, tick, tick, goes the days off your Apple Care 3 year love affair. That works in the equation, you should ask for the days back as your losing coverage at there fault.
I have even talked with Gwendolyn Wells, the head of Apple Care World Wide Operations in the mother ship. She even said her office was next to Steves, really. The whole attitude of KMA was the same through the whole food chain of Apple Care personnel, right up to her and she was the Queen of rude. I did not get rude or crude, actually other then the system 8 disk I have never had to use Apple Care. Till the PowerBook rip off.
The sales people are great, I even called back and wanted the supervisor for the sales dept. I got the middle guy and told him sorry I need the manager, he was dancing, but just kept nicely saying this is the man I need. I won and got the guy, I thanked him for training these xmas fill in sales help so well and mentioned the name of the person I dealt with.
I think it's important to let managers know real good and real bad.
Now I really want a G5, tricked out it will run between 5 to 10K. When Apple Care got nasty because I needed a upgrade disk and I mean snotty, I just said I will wait to get a good used one from someone who has worked the bugs out and takes care of them the way I do. Apple Care is the worst part of Apple, now please.. I know thousands of of people will say I got mine just fine. Well good for you. However look at Apples RMAs or recalls, most everyone came from court actions. I have grown sick of Apple but like the system and especially the people who own and use them. Just pray you got a good one, if not good luck, the squeaky wheel gets oiled.
Also do not expect much complaints on the Apple boards, they monitor them very closely. Even lists like this. When I was really hot over the PowerBook rip-offs, there was a poster who responded with words only someone working on my PBs would have known and they posted a nasty note.
Oh yeah when can you expect your book. Apple has had some problems with the vendors who supply Apple with its parts. There is a back log of orders and be assured the vendors for Apple are working 24 hours to fulfill the needs of our customers. Be assured Apple is monitoring the situation closely and will advise you when the expected date of return will be. Apple wants to thank you for your patience during this time of unexpected delays.
Sorry to be bearer of bad news, but Apple Care IS Bad News 17 days for a screen, what kind of moronic planning is that
Tick Tick Tick.
Call them, ask for a supervisor, don't get yelling and screaming, even though you may at times feel the urge and ALWAYS start a conversation with can I have your name and ext number, I like to work with good people. Otherwise if the conversation turns negative you have the name of the person.
One more thing, if you think there is a problem get it fixed before the last year of Apple Care and for sure the last 6 months. Less then 6 months they will blame it on a spilled liquid sometime in the last 6 months and Apple does not cover that.
Good luck Geoff
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