[Ti] Customer Care

[kalirhe at umdnj.edu]

Dear Christopher,

Amazing story...and so well documented in your site.
This is all so VERY SAD - even though I've had mostly good luck with Apple
products (including the two Ti PBs - my 1 GHz and my daughter's 800 MHz)
the evergrowing number of such tales of woe would indicate that something
is wrong in the land of Apple. I can only hope that **someone** at Apple is
reading this and, most importantly, doing something about it.

Best,

Henry

Quoting Christopher Murphy <chris at fallt.com>:

> Dear Mark,
> 
> Re. the customer service issue, you're not alone there. I mentioned it a
> while back on list, two years back it took seven replacements to my
> PowerBook to end up with a fully functioning machine. Thankfully the one
> I
> have now has served me well, but I must have spent a fortune on the phone
> -
> long distance - stuck on hold in Apple's 'Infinite Loop' phone system.
> 
> <But Jean Toulouse didn't feel like returning my calls, Patrick Ekstrand
> seemed unconcerned, and I had to call Robin Roberts about 30 times before
> I
> got her on the phone.>
> 
> I faxed Jean Toulouse three times and phoned her countless times, but
> she
> was always busy. I left countless messages on her voice mail and I
> wasn't
> even graced with a response.
> 
> It's the old 'ostrich burying its head in the sand' syndrome. As if by
> ignoring the problem it might go away off its own accord.
> 
> I've also been a +long+ term Apple supporter (in their words
> 'evangelist')
> and after the whole experience I've been very reluctant to recommend
> Apple
> to colleagues. Customer service was atrocious.
> 
> If you want a laugh read all about it here:
> 
> http://www.fallt.com/apple
> 
> I still have fun watching the videos we were forced to make to prove to
> Apple Europe that a fault on my PowerBook's modem port crashed the
> machine
> spectacularly every time we unplugged the cable
> 
> Best,
> 
> Christopher @ Fallt