Customer Care

[Christopher Murphy]

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


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http://www.fallt.com  |  info at fallt.com