CUPERTINO, CALIFORNIA -- I brought my MacBook Pro in for service to the retail location due to an inoperative display, a poorly functioning track pad and a malfunctioning "caps lock" key. The Genius who helped me was very polite but, in my opinion, not very knowledgeable with my particular problem. He brought my computer back to a technician who spent no more than 5 minutes with my computer, diagnosing it with a bad video card. I don't know how the technician diagnosed so quickly but my other two concerns were not addressed.
I was informed by the Genius that my computer required a new logic board and quoted me a price of $526.50 for the repair (Repair No. *******). When he looked up the logic board part number, he used the wrong processor (2.66GHz instead of my 2.93GHz) to provide me with the quote. He corrected his misquote in a phone call about 15 minutes after I left the Apple Store, informing me that the quote for the new logic board was incorrect and that I would owe more money (slightly over $700) if I wanted the computer repaired.
Since the cost of repair was more expensive than originally thought and considering the four year age of my computer, I decided not to repair but purchase a new MacBook Pro, along with the Apple Care Service/Warranty and the one to one service to migrate my files from my old computer to the new one (Web order No. *******).
I returned two days later around 8:30 PM to pick up both of my laptops. Before I left for the Apple Store, I called ahead asking if I could have my files migrated so I could use my new computer at work the following business day. I was told yes. I was greeted kindly and the computers were delivered quickly. However it was approaching closing time at the Apple Store and I was told that I would have to return another day after making an appointment to have my files moved.
I wouldn't have wasted a trip if I was told this prior to making my way to pick up my computers. I would have instead left the computers there, had the files moved over and pick up the computers after the work was complete. So I left for home, with two computers that I could not use at work and less $3506.71.
The following day I tried to make a one to one appointment to have my files moved over only there was no email sent to me enabling me to sign up and appoint. I called the Apple Store and was told that they, of course, could not help me. The reason being I ordered online and had to call the 1-800 number for assistance. The lady I spoke with (female name) at the 1-800 number was polite, professional and very helpful. She explained that Apple apparently was having problems with the one to one online orders and the only way to correct the problem was to refund me and I'd have to start over again by repurchasing the one to one service.
(Female name) apologized for the inconvenience and kindly offered me a free case for my new laptop but I instead asked for an ethernet adapter for my job usage and (female name) gladly accommodated my request. Since I could not afford more time without a computer and had not received any technical help to this point, I went ahead and opened the new laptop and restored from my last time machine back up saved the previous week.
Three days later, on the weekend, I was surfing the internet reading Mac problem solving blogs and came by something very interesting. A man named (male name) who had the same issue as me with his MacBook Pro in June of 2010. (Male name) posted how he solved the issue so I figured I'd give it a shot.
First, I performed a reset of the NVRAM by holding down "command", "option", "P" and "R" while powering the machine up. Next, I performed a clean install of the operating system from the rescue drive. Lastly, I restored my computer from time machine. To me and my wife's surprise I fixed my computer... the one with the bad video card... the one that needed the new $700+ logic board...THE ONE THAT I REPLACED FOR $3506.71!
I am not a computer technician nor do I hold the title of "Genius" at my place of employment but I managed to fix my laptop with a little online research for NOTHING! The Apple Retail Store as well as Corporate Apple should be embarrassed and ashamed of this. Not only did they fail to recognize a rather easy fix, they cost me, a faithful customer, time and a lot of money unnecessarily. I hope you can appreciate my disgust. I am not wealthy and I don't mind paying a little extra for a quality product but this is not right.
The Genius did not know how to diagnose the problem and the technician obviously went for the easiest solution; replace with new parts. This is pure negligence in every sense of the word. If I were an executive at Apple Inc., I would want to make this right with fair compensation and prevent this from ever happening to another customer (not to mention having an ex-customer post their story here).
So I called Apple customer support and told them my story…twice. I told them for my traveling to and from the retail store three times, for spending the hour and a half on the phone with the one to one service fumble and for fixing my own computer I wanted to be compensated. I told them I don't need two computers but I would keep the new computer if they would reimburse me the difference between the price I paid and the price of a refurbished unit of equal quality (roughly a 15-20% rebate).
I explained that if I were to return the computer for a full refund, Apple would still have to re-sell the computer at a refurbished discount since I had opened and started using it; plus the cost of checking it out, reformatting the hard drive, logging it into inventory, posting it on their refurbished website and selling it to a new user. I reasoned, why not satisfy me by giving me a discount on the unit at the refurbished price and Apple can save the overhead by not paying an employee to take back the computer and re-sell it. I stated that it is a win-win solution.
I guess the customer service manager wanted to run it by his superior and he requested to call me back. I got a phone call the following day from Apple Inc. customer service and they offered me a $100 gift card from the retail store and a 4th generation iPod Touch, valued at $199.
I couldn't believe that Apple would rather shaft a valued customer at a greater financial loss then minimize financial loss and please a customer. I told them "Thanks but no thanks." I'm bringing the unit back for a full refund. Apple just lost two valued and once loyal customers (my wife and I) as well as the Macs we use at our business. Oh, and not only can Apple eat the loss on this computer, they can also eat a steaming pile of.......
I know there have been a lot of negative reviews of various computer companies here, but I thought I would share a pretty positive look to do with Apple. I got my first Mac in 2007, that being a white MacBook, which was an early birthday present. Since I've had it, I've only had about 2 or 3 kernel panics, which I suppose isn't too bad, and a few times it wouldn't start up properly when you turned it on, but you could usually remind it to get its act together by pressing a key on the keyboard. I'd thought it didn't like the mouse I had plugged in when starting up, but it wasn't always the case.
In 2012 the hard drive finally packed it in, and it pretty much died on the spot. One moment it was working, the next moment it was completely dead. When I tried to reboot, it completely failed to get anywhere. But that was okay by me, it'd gone for 5 years, and I've had other drives with shorter lives than that. By the time I'd gone to replace it, AF drives had become the norm, and it turned out that Mac OS X Tiger didn't really get along with them, (even though I read that it was supposed to,) reporting over 3 TB for the drive size, instead of somewhere closer to the 500 GB it was supposed to be.
I could get it to install from a drive caddy, but it wouldn't work when the new drive was put back inside the computer. A lot of the Apple stores were clueless to the problem, even when I explained how AF drives are different. In the end, I was given an upgrade to Mac OS X Leopard at one of the stores for free, which did work. The chap at the store seemed surprised at how good a condition the computer was still in after 5 years as well. Perhaps other people had been a bit more rough with theirs.
The only other issues I've been concerned about with it, is the amount of heat it generates. If you have something like iDVD making you a new DVD or you're rendering some 3D scene, it can really pump out the hot air when the CPU is being fully used, and the power supply can absolutely roast. I'm surprised it has no ventilation at all, and it makes you wonder whether Apple really intended you to use it so hard. I often put it in front of a fan to keep it cool. Apart from that though, the computer has been great. I do all my video editing with it and it always comes on holiday with me, so I can watch DVDs and browse stuff on the Internet. :-)
I also have a 2nd hand iMac G4 from 2002, which has to yet let me down, although I barely use it. So yep, that's my Apple experience. I may have spoken a bit about the issues I've had, but mainly, it's been really good.
BROOKLYN, NEW YORK -- Absolute horror show of a bank and a total disaster customer care! I went into the branch on avenue m, and found myself as the 2nd and only customer in the whole bank. The guy in front of me was trying to get something from the bank manager and was being told their computer system is down?!?!?!?
They must be joking me to begin with. My turn came and all I asked was if they can be kind enough to send one fax for me and I am even willing to pay if necessary. Mind you, I am a customer in the bank for many years & never ask for anything from my bank. I'm being told, no! We don't provide that kind of service here and that I can go across the street to a pharmacy! Disappointed at the answer, I call customer care of Apple Bank only to speak to some guy named ** who told me the same ** and that they have strict policy not to send any faxes and gave me the "use the pharmacy next time" answer.
I blew my fuse at that point and cursed that ** out and told him he can go across the street himself to the pharmacy to look for customers because he just lost me as a customer 155%!!! They don't get a simple concept of the costumer is always ** right!!!
I opened an account 100 feet away in Chase Bank next day, no questions asked, did me the fax before they even knew if I was a customer there or not. Simple fact: customer satisfaction is a must in plenty of business establishments, but the bank is an absolute must!! Money transferred the next day and go ** yourselves Apple Bank and your pathetic excuse for costumer service!
I have always enjoyed Macintosh computers. I'm normally stuck using Windows computers, anyway. This time, though, I actually got my hands on a Mac. I loved it. I've loved this thing from the first day I got this. I was happy. I probably got this about 6 months ago. The first thing I had to get used to again was the single button. I actually like it. I had no complaints.
About two days later, my cat decides to jump up onto my keyboard and pulls off a key. Great. So I post the question on Yahoo! Answers. I get a response. And, of course, I now cannot find the piece that holds the key. So now I have this little 'nub' that I have to hit the key with. I don't mind too much. I got a computer free from my sister... But things get worse. The 'nub' starts getting loose and eventually falls off. Now I just have to press on the metal piece that the 'nub' was on.
I tried to find a replacement key before this happened, but it was already too late. I still kind of got used to it after a while. It got worse. Over time, the Backspace key fell off! Now I have to use another 'nub.' I knew how to put the key back on, but the key had broken. I could not put it back on. Now I'm starting to get a little annoyed. I still can't find a replacement key for that. It's getting looser now. One side is torn.
That was annoying and I get used to it and everything is fine. No problems. The computer is slightly outdated, but I don't mind too much. It has 512 MB or RAM and a 30GB HD and runs on Tiger (10.4). I make it by. Then, one day, the computer crashes. Complete meltdown. I cannot even open Finder. Nothing. I've heard rumors of a virus spreading through Quicktime, and I think that's what triggered it. So I break out the System Restore disks. I find out later that this was a very BAD idea.
AFTER I install the new OS, I notice some things are different. I double-check the System Restore disk and I see Panther 10.3.3! I'm screwed! So I pull out the Tiger disk and it just keeps shooting it back out at me. I ask someone about it and they tell me that the OS disk they include is part of a hardware bundle and cannot be used to boot the OS. So now 90% of my programs don't run.
I get Safari from a friend and that saved me. I have basic functionality back. I'm waiting for my dad to order a new Tiger disk from eBay tonight. I think about it and I download Linux Ubuntu 6.06 for Power PC. This is what I use if I can't do it in Mac. Then save it to a flash drive, as I boot from a CD. I've been running off of an old version of Mac and an old version of Ubuntu. I am at a roadblock until I get the new disk, so I just wait...
OK I just have to put in my 3cents! My first experience with computers was back in the late 70's early 80's when my dad got the first Radio Shack computer TRS-80, where you had to upload from a tape cassette! Then he brought home a Mac II, a little square box. I was just a little kid copying text from a book and writing cute little programs on the computer. It wasn't until my sales career boomed and after my first million $ year my boss bought me a Win pc computer for home. How do I turn this on? From then on I was hooked.
An AOL junkie, on the computer 24/7 learning the wheels of the internet. For the last 20 years I've always used Microsoft's Windows pc going through all the awful experiences of upgrading each time they came out with a new OP system. (You're better off just to go buy a new computer. I think that's one of the reasons they keep "upgrading" the operating systems so they can sell more computers because everyone gets so frustrated)
I would say I'm very proficient and comfortable with a Windows pc. After starting my own company and dealing with hard drive crashes and viruses, I decided to take a leap and cross over into Mac land in hopes of not having to deal with the headaches of a Windows pc. Over the years I've often thought back to the early years of Mac. And hearing about the Mac problems of not being able to share files with pc users. They were an "outcast".
I always stayed with Windows because it was the "norm" and everyone used it. Well I'm here to tell you "STOP!" Stop the madness. I picked up a 24" screen iMac which has the hard drive and everything right in the monitor. No more big box cluttering up my desk!! And it's quiet. Have you ever had a "whirring" pc? Well I have. The hard drive is intermittent or non stop screeching.
I was very nervous about taking the plunge with the new Mac. This is my business after all! I feared I wouldn't understand it or be able to learn it. Well I also got a little 13" iBook Mac laptop. Took it camping with me. It was a cinch to learn over the weekend. I was using all the basic programs it came with to take digital photos. Sitting around the campfire everyone gathered around and 1,2,3 Click! snapshot with iPhoto! Can we say WOW?
For anyone even contemplating Mac or Windows. Do yourself a favor... GO MAC you'll be happy you did. Everything works!! There's Microsoft office for Mac, PDF for Macs. I have no problems communicating with my clients. While they still have wires everywhere with video cams, mine's built in right into the computer. Click 1 button and whoa!
So the whole purpose of this rant is because I'm kicking myself for waiting for so long. But on the other hand maybe it was good. Because if you're wondering if Apple Mac has caught up with Windows, well let me tell you - the last time I checked, it SURPASSED Windows. Feel free to email me any questions, comments. I'd love to hear from you. Best Regards. - From Silicon Valley to Colorado!
CUPERTINO, CALIFORNIA -- I purchased two Apple produced connectors in 2015 to connect my iPad to my old, RCA connector TV. I purchased a composite cable that Apple's own website states can connect an iPad to a TV and a lightning to 30 pin connector as my iPad has a lightning connector. Guess what? It is technically impossible to connect a lightning connector iPad to a RCA TV with an Apple composite cable. I spent approximately 10 hours researching this issue, including going to an Apple store where the person who waited on me was clueless. I also called Support, who also were clueless. I told them what their own website said after I had researched the issue thoroughly.
I purchased these two products from Best Buy and Walmart but, as the problem was with Apple's failure to inform its customers of limitations in how the composite cable worked and the return periods had run for both Best Buy and Walmart, I asked Apple for a refund. The best that Bonnie, one Apple customer service representative could do, was to suggest that I try to defraud Apple's own resellers by claiming that I had lost the sales slips and returning the two items outside normal return periods.
Eric, the senior department rep, was totally unhelpful. All he cared about was whether I had paid Apple directly, not that Apple misrepresented its own products. Apple has failed to stand behind its own products and has violated its own legal obligations to produce a product that is fit for the purpose for which it is sold.
Purchased an Apple IMAC in August, 2014. Have had problems with the computer locking up from when attempting to interface with Comcast email. Have to restart to use it. IPAD has no problem, my PC has no problem. Apple support staff are very polite and will spend any amount of time on the phone. However, in the end the problem persists. Used Apple Support on 09/09/14, then again in December then on 01/08/15. Will probably try again. In January I thought we were approaching the point of Apple replacing the computer.
After about two hours on the phone we thought the problem was corrected."Call back if you have any more problems". The issue occurred the next day. I do not have the free time to spend hours on the phone with Apple Support. I wish they had replaced the unit. I am so disappointed in this purchase. So on my one day off a week I will again dial up Apple Support and prepare to spend hours going through the issue. And I am sure they will be unable to correct the problem. Stuck with a $1,300.00 lemon.
Now have to admit that I was somewhat premature with my hit on Apple. As mentioned I did go back to Apple Support. After quite sometime Apple Support found several issues. One that was Apple's issue and one that I created with some spyware. It took about three hours to find and resolve. Now seems to be operating well. I withheld the fifth star pending a long term of uninterrupted use. Thank you Apple Support.
PAHRUMP, NEVADA -- I have been dealing with the nicest people but they do not have a way to fix one of their own phones at all. The phone will not ring in. It will let you call out but will not ring on incoming calls. I do understand that they just replaced this phone with a refurbished phone, that does not work. They think that a refurbished phone is 100% working when they send it out to a customer, but it does not always work. I have been dealing with this for 5 or 6 days now and am tired of it, Sprint said that it is not their fault and so the battle goes on.
A senior advisor stayed on the line with me for about 2 minutes and then hung-up without saying a word. I wonder what will happen next? Cannot use their phone to call them because it does not work correctly. Just thought that other people needed to know about this before buying an Apply phone!!!!!!!!!!
19821 NORTHWEST FREEWAY HOUSTON, TEXAS -- It was noon when my family and I decided to try Apple Bee's restaurant at 19821 Northwest Freeway in Houston, Texas. We ordered coffee, and the coffee cups were very dirty. I told our waitress she changed the cups and brought some black coffee cup with cold coffee. We also found hair in the food. If you look around the place you will notice how filthy, and nasty Apple Bee's restaurant is. The food was mediocre, bad customer services, and the waitstaff is so lazy, they like to watch TV and talk Instead of doing their jobs.
I wonder how this place still open, my family and I won't be going to those restaurant anymore and I will advise all my friends, family and people that I know to save their money and go to a better place, because even McDonald's is ten times better than Apple Bee's.
While charging my phone, the battery 'exploded'. How do I know.... the screen separated from the casing and the back popped out and is now rounded. Needless to say the battery is not consumer accessed - I did not cause the event. A phone that worked now does not... This is the second failure of an Apple phone.
I am losing my enthusiasm for the phone. I am not getting an iPad for Christmas, I am losing my enthusiasm for Apple. It is the same Apple runaround, telephone company runaround... a waste of money and time and no happy outcome is expected.