50 Calls To Customer Support
I have just dealt with your customer relations representative Moustaffa who, after some 50 calls to technical support, offered and is sending me a free copy of “Leopard” when I’ve had nothing but trouble with “Tiger” and my 24” iMac. At about $5,000 when I bought it, peripherals and software plus your version of an extended service plan together with Apple’s reputation for class, I thought I’d do better than with our Dell PCs and Dell Hell. We did have one service issue with my daughter’s Dell laptop, but they eventually came through with the in-house support I bought and paid for. Well, I bought and paid for this Apple stuff too, but the experience has left me behind in innumerable hours on the phone with at least Apple, Microsoft and Parallels; all of them due to Apple’s irresponsible support that led us to disable, lose and otherwise end up with problematic application software like Parallels (therefore Quicken, Cardscan and MS Office, HP and others including your own Apple software. It costs me $50 each time I call for MS tech support (they only include 2 incidents with their software), and $30 each time I contact Parallels (the hardest people to reach even with paid tech support). I’ve undergone several of each to right screw-ups on Apple’s part and since Apple is not responsible for what they do, I’ve had to literally and figuratively carry the burden. Moustaffa often said “to tell you the truth” and “to be honest’ so I wondered what he was telling me in the beginning.
Let me give you an example. There was no “readout” of the programs in the dock as I moved the cursor over them. In addition, the upper menu pull-down items (file, edit etc) wouldn’t stay down after I clicked on them, and had to hold the mouse clicked on all the way through the sub-menus or they would close out. Then there were the User problems that caused havoc. This is where it began and seemingly endless calls finally resulted in my request to talk with Customer Relations when the tech I was talking with told me “they’ll just tell you the same thing.” They’d all told me I had to make those paid calls to Microsoft and Parallels to get their support because Apple doesn’t back up what they “sell.” The sorry part about that is that he was right. Customer Relations was another case of wasted time, kind of like this letter. But it isn’t going to stop here. So I’ll play your silly little game and install your little leopard. Maybe our MS Outlooks will miraculously show up along with our Windows Quicken files.
After my long and detailed dissertation with Moustaffa on November 18th at 2:45pm Tuesday afternoon, he promised to get back with me on Wednesday after he reviewed my cases. When he failed to call, I finally reached him today, Thursday afternoon after leaving 2 messages, complaining he’d had a bad back and other phony excuses, only to learn that he attributed most or many of my calls to Microsoft for problem solving. Of course, after Apple screwed up those applications by bad phone and “genius” technical support (what a misnomer that is). We’re about halfway between San Bernardino and San Diego, and I hauled this big, heavy computer first to your UTC store, then to the Rancho Cucamonga store since you have no in-home service like Dell does. Of course I had to go back to Microsoft for paid support after Apple always left me worse off than I began. Did I mention I’m disabled and also have a hernia?
Interesting how busy your Customer Relations office is. I can only imagine how many others believed your commercials, putting their PCs on the shelf like me, only pull them back down and fire them up to avoid the numerous problems that come with rotten Apples I hope don’t spoil the PCs. In short, this computer does not live up to the name you sell; it does not do the job for which it was intended, and has cost me untold hours and numerous support calls I paid for.
There’s a demon in my Imac. I think it’s your Tech Support/Customer Relations department. And your advertising department; and your production department. And management too. In other words, the whole darned place is infected with a virus named Apple, Macintosh. I am so disgusted and disillusioned with Apple that I want the world to know what kind an ordeal they sign up to when they buy one of these things…’ya pay yer money and take your chances. I’m pretty sure most of them work pretty well, but not mine. Your tech support and customer relations people should find another line of work. I wrote this on my Dell PC using MS Word for Office 2003, or I wouldn’t have been able to write and print it if I’d done it on the Mac. I must apologize for the somewhat rambling letter but I didn’t want to take even more time than necessary to put this into words while I blow off steam.
Warmest (hottest) Regards,