Apple Computer Inc Complaint - Buy the Extended Warranty or Don't Buy a Mac
I would like to share my recent experience with Apple Computers with your organization. We saved up to buy an IMac G5 in September of 2005.
We really only had the budget for a cheaper computer, but had heard such positive things about Mac and I had used one at work and
enjoyed it. We spent almost $2000.00 on our new Mac. We believed that Mac was such a better product and company it would be worth the money.
Our opinion has done a complete turn around since November of this year and I can not believe how little they are concerned about their product and customers. On 24 November, my husband came home from work and went to turn on the computer. It would not power on. It was dead, nothing. He finally got it to come up in safe mode but it would not stay on for long. He did research on the internet, called people, etc. to no avail, we could not figure out what was wrong with it. He made an appointment at the Apple Genius Bar. We had to wait until 27 Dec for it go in to find out what was wrong with it. My husband was advised by the tech that it "could be" the Hard Drive or it "could be" the logic board, but that he would have to fix both because he could not tell which it was. The total cost would be $1180.93! Almost as much as we had paid for the computer barely over a year ago.
We had been unable to extend the warranty on the computer as I was laid off from my job and did not have the money to do so. We were now left with an almost $2000 computer that we could not afford to fix.
I decided to call Apple to see if they had any kind of grace period on their warranties or if their was anything they could do since it was so close to warranty when stopped functioning. I would have been pleased with any assistance at all, and offer to give us the parts dicounted or give us any kind of assistance or any indication that they stand behind their products.
What I found when I called was disturbing. The first techincal support person was very nice, but basically told me to take it to a non-Apple repair shop because the Genius Bar is really only their for the Warranty customer's! She then forwarded me to someone in their "Customer Care" Department. She advised that they could do nothing to assist me. They do not honor or support any products out of warranty even for a minute. (I asked her this specifically!) Their stand is that they offer the extended warranty for a reason and if you can't afford it, too bad for you. Apparently only the wealthy can own Apple computers.
What happened next was the most disturbing of all. I asked to escalate my Customer Service complaint and speak to someone hire up. She refused. She advised that she had given me Apple's desicion and that was final. There was no one else I could speak to and no one give me a different answer than her. I explained that I wanted to speak to someone at Apple Corporate so they could understand how their policy affected and average, middle class, Apple customer. She still refused. She finally said that she could leave a report for one of her managers but there was not guarantee that they would call me back because
managers at Apple are not there to talk to customer's, they are there simply to make sure that the employees show up for work on time, etc. I was made to feel like, I as a customer did not matter in the least to any person at Apple.
After becoming completely upset and irrate, I finally managed to get her to give me a number for their corporate offices. I am debating on whether to waste my time calling them, if this customer service person is reprasentative of the mentality of the company.
At this point, I am left with a close to $2000 paperweight with no hope of being able to fix it on my own anytime soon.
The saddest part of all is the 7 year old Gateway computer that I replaced with the Apple and gave to my father-in-law still works beautifully and we have spent very little money keeping it updated over the years.