On Oct 9, 2005, at 10:18 , Tobias Strohe wrote:
Dear Listas/essas,
I have been lurking mostly, but recent events warrant some verbage. I
apologize right away, if (when) this gets lengthy.
No need to apologize were all on the same road and courteous
Find yourself a certified Apple repair service other than Apple.
And the next time you are in the market for a computer think twice
before buying directly from Apple.
Excellent advice, just be sure it's a good one, call them on the
phone for repair advice and be a newbie, see how they treat you, most
are good in the store with cash in your pocket, see if they have time
to make it worth your time to go to the business and check them out
in person. I try not to buy until I have have beat the item and the
seller as the best option. This goes with most things over a grand.
Unless it's A or B
I'm not defending Apple's actions here, but trust me, the grass
isn't at all greener on the other side of the fence. There's a
reaosn people throw away PCs rather than fix them. The only good
service I've ever gotten on the PC side is though Gateway, and then
though their corporate service only; I've dealt with their consumer
stuff a couple of times. Yeeeuch!
Yup now all in the same parts boat, true as gold, I have bought new
iBooks for all, but I am hanging on to my pismo, it seems it was the
last do it all put it in the bag fly all over and keeps on chugging
And you ARE one of the few who think the Apple Stores are a
disaster in the making. Most of the rest of the world thinks that
they were a brilliant marketing move that's paying real dividends
for Apple in both bottom line sales and mind share.
For the cost and write off of the stores is an excellent idea,
excellent advertising, excellent image, and lets people touch the
item, a big deal in sales, especially impulse buying. Also sinks the
idea Apple is dead, since 1987... They should keep it staffed with
smart people or someone who can at an instant get someone on the
phone or the computer under the desk to answer the question and admit
he is doing so. Honesty. Nothing sells better then honesty,
admitting; I am not sure but I can get the information, smooth, easy
and truthful. Would also start to establish the top 300 questions.
So after that, I am really, really soured on the Apple store. I
think Apple needs to regroup and refocus regarding exactly what
they want the Apple store to be. Right now it seems like it's a
storefront no different than the other other retailers I mentioned,
except that it happens to sell only one brand.
Nancy
Call Apple corporate Gwendlywne Wells, Head of Apple Care World Wide
Support. Go right to the top. I will not hesitate to toast an idiot
that does not deserve the job, when someone else may be willing to do
their best, even though it's not a living wage position. On the other
hand, I will go to top when I get excellent help above and beyond the
usual. I will spend as much or more time telling a company, this is a
good employee, it's probably a keeper and explain in detail how that
person is better then the average employee. So I do not bury the
company unless the idiocy continues, then that writes them off for
me. You must go to the top sometimes demanding and I use the same
tone in asking for good reports as I do bad. It gets people really
worried as it should. Do not settle for the manager. It's probably
their friend. No doubt that was a crummy buy, he wanted the % off the
Apple Care. I would have left and gave him zero. With a call to
Apple, if they do not have feed back from customers, how do they know?
I find the Apple support a little like some kind of military
procedure. One must first go through step A, which is usually going
through a troubleshooting phase with someone in India to be certain
it isn't a silly user error or something correctable via standard
software utilities, and at the end of that Apple gives out a number.
Yes you must get past the first level of support on the phone, they
will do all the tricks and flips and then try to get you to go online
for the answers, well I did online. He was very pushy about asking if
there was any other help I needed. Yes I need a level 2 support, so
someone can tell me why a keychain kept popping up. Level 2 is for
those only for Apple Care in a some south east asian accent, Yada
Yada and 30 minutes later, after he said we have 2 different lives, I
don't know you and you do not know me. Then I had to explain what the
keychain did, I was told that was wrong, I asked do you have a Mac,
no I got a level 2 tech in 2 minutes my question was answered, it was
a refurb iBook and the keychain kept asking for a password I did not
have. Was used by previous owner. I thought Apple went through the
refurbs and cleaned it up. Reinstalled the software. No said the
level 2 tech, the fix the problem and out the door. I was surprised,
I thought they did a little more. So either create a new user or wipe
and reinstall, not wanting this mystery keychain to pop up a year
later, wipe the drive and reinstall. Groan. But shows the problem to
get through to REAL help.
So I would call Apple Care, your probably going to get level 1, first
ask his name, then the Poodle Tricks, get a case number and after the
first level of support ask to to speak a level 2 support person. Do
not yell but after a few times asking nicely , be firm, in this is
what has to done to help you as the the customer, that none of his/
her ideas have worked and they have been thorough but please connect
me to a level 2. All answers on internet. No there not please connect
me. This can be very aggravating but try to, keep cool but firm ,
they can always just hang up. When you get to the gold level 2 ask
his name, hours worked, kids names, car, secrete question etc.
Anything so when you problem level 2 will be there
Good Luck
Geoff
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