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89 Comments
- monkeybutler, on 10/12/2007, -33/+76If you wouldve made a post saying "Apple customer service was incredibly fast and helpful" you wouldve had 1000 diggs. But because you're pointing out where Apple dropped the ball then nobody wants to acknowledge the problem. Even the comments on your blog have people defending how "it probably isn't apple's fault" completely ignoring the fact that you've been out of a computer for over a month.
Anyway, I cant believe how unhelpful apple is being with you. To be honest, I wouldnt have even waited this long. I would've gone to my credit card to just have them reverse the charges because you have no product and you have no money so what the heck did you pay for? - sleepyness, on 10/12/2007, -2/+22Definitely call your CC company. Also DHL seems pretty reliable, at least for me, so I doubt it was a shipping issue. Good luck to the OP.
- theonlyvlad, on 10/12/2007, -5/+22Okay, as much as there might be a pro-apple bias on digg, pointing it out *every time* there's an apple story is getting old. And saying things like "oh i'm going to get dugg down for this" - yeah ok. I get the introspective comment. Let's get past that and just talk about the issue, if applicable.
Now... tech support is not one supreme being. It's a collection of many employees. Some have bad days, some are *****. There will always be one or two cases, (or even 100) or poor support. What's important is the overall direction in which the tech support tries to go.
Most people will agree Apple is helpful. They are certainly selling more and more machines, coping with the problems of just statistical mishaps of having more units. - inactive, on 10/12/2007, -2/+15@milkmage:
Did _you_ RTFA? He paid for Apple Pro Care. - carnytrash, on 10/12/2007, -2/+13@scabbers
And you're in the center of the circle waiting. - Snowcone, on 10/12/2007, -16/+25You are right. Apple is generally a great customer service company, but they do have failures. No service company has a perfect record. It just isn't possible to be perfect when people are involved.
- streetlamp, on 10/12/2007, -1/+10I love my macbook pro and all other apple products but yes, this is completely ridiculous. Digg this story so this guy can get some attention in this matter.
- Snowcone, on 10/12/2007, -0/+8Tell them to give you a new one? They are in fact the ones who make and sell those machines and as the shipper, they would have to file an insurance claim if DHL lost it. It seems to me that this could have been solved in a few hours by giving the guy a new machine. They'd be out like $2k and have a customer for life? Sounds like a good trade off to me.
- dveight, on 10/12/2007, -0/+6Well, the way I would see it and the way that I would expect it, is that once I turned over the item to the Apple Store, then Apple is responsible for it; regardless if they actually lost it, or if the shipping company lost it. Why should I have to deal with DHL when it was Apple that decided to deal with DHL in shipping out of the unit. Apple took possession of the computer and should be held responsible in getting it back to the customer or replacing it.
- TheGilmanator, on 10/12/2007, -0/+6403 errors look silly, too.
- JimV, on 10/12/2007, -2/+8Because Steve Jobs is a regular Digger.
- bias, on 10/12/2007, -2/+8Try "Apple Lost My Computer Because Microsoft Sucks" next time.
- greenhornet, on 10/12/2007, -0/+6Put the crackpipe down. This is Earth.
- tekmonkey, on 10/12/2007, -0/+5UPS misplaced my dad's Dell laptop as the driver took it off the truck and set it down. When he turned around, it was gone. It's been about three weeks, and they still haven't found it.
- kcb2, on 10/12/2007, -0/+5Maybe Apple sold it...
http://www.digg.com/apple/Apple_Sells_Refreshed_Laptop_Filled_With_Porn_To_11_Year_Old_Girl - jcblitz, on 10/12/2007, -1/+6I use to love apple support, until they screwed me as well with my Macbook Pro. I'm not completely done with trying to get my situation remedied yet, but I'll have a post up about it when I do. I'm basically left with a laptop I have little to no confidence in now and a two power supplies. Sure they speak perfect English and claim they care, but they don't step up to the plate and do whats right.
- ishmal, on 10/12/2007, -0/+5Exactly. It is Apple's responsibility. And if a shipper lost it for them, then it is Apple's fault for using the incompetent shipper.
- terrya64, on 10/12/2007, -0/+5I think they sold it to a little girl.
- ahawks, on 10/12/2007, -0/+4I know a guy (Dan, I'll leave out his last name) who is a manager at the Apple store in Boulder...
I wouldn't doubt he's behind this. Or at least behind the unhelpfulness. - sleepyness, on 10/12/2007, -2/+6Did you read the article?
- trump48257, on 10/12/2007, -0/+4Here in Memphis we've had significant problems with our DHL shipping facility with many instances of "missing" computers--so much so that our local news did a story on it in February. One of mine included. It was repaired, picked up from the repair facility and then just dropped off the map. Eventually they refunded the insurance money to Dell and they sent me a substantially nicer computer. I had an Inspiron 6000 (with a Pentium M 1.66, 80Gb HD, 512 RAM, integrated video card) and I received in return a refurbished Core Duo 1.66 120 Gb HD, 1 Gb RAM, 256 Mb Video card, with a Office 2003 Business (which I didn't even have before). It took a while, but it was also a nice upgrade. As for Apple, I don't know...but although it took a while Dell took care of DHL mistake very well. I really just hope if I have to get my MacBook repaired Apple doesn't decide to ship it via DHL.
- Ace25, on 10/12/2007, -2/+5So far I am not impressed at all with Apple. I thought their last line of hardware before switching to Intel was the best hardware/design but I have heard and dealt with nothing but problems with the Macbook/Pro. I personally bought the 17" Macbook Pro back in Feb and probably used it a total of 2 hours and how it sits in a drawer never to be touched again.. I personally don't like being burned by my computer and that is exactly what happened when I touched the little metal strip between the keyboard and screen. When I contacted Apple they stated this was normal and to live with it. I stuck a digital thermomitor on the metal and it almost reached 150F on the surface! Tell me that is normal? Sorry.. but my dell laptop after hours on my lap is just warm.. but no where near burning.. on a macbook pro you slip a little while going for a top row key and you need burn ointment.. Sorry apple but you screwed up big time with these new Mac laptops.. iPods/Desktops are still ok IMO but the laptops need to be scrapped and redesigned.
- colincornaby, on 10/12/2007, -2/+5Man. I wish whenever some company I sent something in for repair with lost it or ran late I'd get a Digg article on the front page.
- sfgeek, on 10/12/2007, -1/+4This is just unforgiveable. I've never had a bad experience with Apple, but it seems like his local store is flat out ignoring him. He needs to appeal to their emotional side "Could you just IMAGINE if YOUR mac went missing for 25 days? 25 days without your mac? Most people at apple stores seem to be mac heads. Getting on Digg doesn't hurt either
I once brought in my iPod headphones and told the guy the honest to god truth, they got run over in the parking lot at work (and were clearly totalled) the guy gave me a new pair free and just said "Shhhh... don't tell anyone." (Also, It doesn't hurt that they know me as the guy with the Virginia "USEMAC" license plate and that I've 'switched' a good ten people that now frequent the same store.) Stuff like that just makes me love Apple even more, it cost them a few bucks but it's come back to them in the 10 people I've turned from the darkside. I've personally brought them about 30K in business in the last year alone. It's not easy, many are hesitant not because they don't know it's a better product, but fear of the unknown. I just tell them I'll give them a crash course and always help them. If they stay with PC? No help, ever. The secret is after about the first 3 days, they never ask me a question again.
(Also, It doesn't hurt that they know me as the guy with the Virginia "USEMAC" license plate and that I've 'switched' a good ten people that now frequent the same store.) - oPoTyKaH, on 10/12/2007, -0/+3Was your Macbook Desktop filled with porn JPG files? If so than I think your notebook have been sold in Apple Store in London, UK.
- splammo, on 10/12/2007, -1/+4My girlfriend just ordered an iPod which includes free shipping. She is leaving for a trip in a week so she paid $11 for 2 day shipping. The iPod didn't ship until 3 days after she ordered it, once it shipped it was 7 days for it to arrive. 10 days total. Meanwhile her roommate purchased one the same day didn't choose 2 day shipping and received it 4 days after she ordered it. They ordered the same thing, one shipped from China and one shipped from California. I am perplexed.
- ptrcd003, on 10/12/2007, -0/+3This is digg..we figured out the whole build-your-own computer thing a few weeks after birth.
- greenhornet, on 10/12/2007, -0/+3The solution is not to get rid of people. The solution is to employ people capable of independent, critical thinking. If you have stringent rules and no one is allowed to bend the rules for any customer, for any reason, you get this. A similar thing happened to me with my Powerbook. Apple has proven that people are willing to pay more for a better product. They should use that money to hire good help instead of the drooling frigtards that can't think for themselves about what kind of damage an article like this does online and it will ultimately hurt sales more than the $1500 it would cost to replace the book and then file a claim with DHL.
- firepowered, on 10/12/2007, -0/+2LMAO
Read teh comments on his blog and on this diggpage.
Some people are either shifting the entire blame on him or partially.
just casue apple invented the iPod does NOT mean they are perfect. these things do happen.and the first step is to accept them and not be so ignorant and blind "apple are the pwnage they never wrong they pwn noobs omg omg" - zhulien, on 10/12/2007, -1/+3perhaps it found it's way to an 11yo girl who complained about all the pr0n?
- milkmage, on 10/12/2007, -0/+2the DHL airbill says ship to Apple Computer in Cupertino, the screen shot from the website says the store in Colorado. Smells like the service center sent it to the wrong place.. the local store never got it so they can't really be to blame, and the guy at Apple in Cupertino is probably wondering why he was sent a repaired laptop. Good luck dude.. keep us posted I think this one's going to be tough - technically DHL delivered (as addressed) and Apple took care of their end.. repaired and sent back. I say track down the person that signed for your box (the individual that signed for the delivery) - if that person can't locate the package.. you can hold Apple accountable since it was delivered to their facility.
- tolldog, on 10/12/2007, -1/+3I will send you $100 via pay pal for this laptop you are never touching again.
If thats not enough, I will give you $150. If its truely unused, you have no need for it, right? - afroloop, on 10/12/2007, -3/+5Sorry to hear it but you are on the front page of Digg now so maybe something will happen.
- finkployd, on 10/12/2007, -0/+1Who would blame the shipping company for a HD put in wrong?
- inactive, on 10/12/2007, -0/+1I had things backed up, I kinda just didn't have a computer at my beck and call to write papers with. i got stuff done but it was annoying... way to be a jerk inkhead!
- threemagic, on 10/12/2007, -1/+2They did redesign them.. the macbook pro core 2 duos are heads and tails better.
- inactive, on 10/12/2007, -0/+1Stories start floating on the surface as more people began using macs.
- inkhead, on 10/12/2007, -0/+1Go to Apple's website, click on Media & Analysis Contacts, contact somebody who's number is listed for the macbook pro, Ask them to have somebody from "Apple Executive Relations" call you immediately.
You will get a call back, and a new laptop, and your old one will be found as long as DHL didn't actually steal it. - muloh, on 10/12/2007, -0/+1I think situations like these have occurred for a lot of us - especially those of us who order things off the internet or buy items that need to be serviced (read: lots of tech toys). I hate doing it, but sometimes you just have to be really forceful (read: a-hole) to get anywhere with support/call center folks. They're used to people without real problems whining and you need to reinforce the fact that this isn't a typical end-user issue.
Good luck! - deadbaby, on 10/12/2007, -0/+1I'm sure Apple and DHL are blaming each other for the missing laptop and that's slowing things down. Apple should just give you a new laptop instead of making you wait on the DHL/Apple dispute. That's what insurance is for right?
- stallions, on 10/12/2007, -1/+2The numerous horror stories of dealing with Apple's CS suggest otherwise.
- evhan, on 10/12/2007, -1/+2@ stallions
Actually in the several years I've had an iPod I've sent two in and recieved replacements for both within three business days free of charge.
Are you sure you're doing it right? - splammo, on 10/12/2007, -0/+1Thanks, that makes a little more sense. But the one from china was new and engraved and the one from Cali was new and non engraved
- bigkm, on 10/12/2007, -0/+1That sould of been covered under their doa policy ?
i wouldn't want to have a repaired computer when i just got it. - Qwirk, on 10/12/2007, -1/+2Usually getting a trace on the item is the final step in getting a refund/replacement. The shipping department contacts the shipping company and asks for a physical trace of the item.
Judging from the information I would guess that this item was either mis-shipped by Apple or mis-directed by the shipper. (This may be obvious but I thought I would point it out.) Once the trace is complete the item will either be A: Found lost or B: Recovered.
If the item is lost then the company will replace it and either receive funds from DHL if it was their error or cover the cost themselves if it was Apples.
If it is recovered they usually send it to the customer as quickly as possible.
I would wait to hear back from the trace. The BBB isn't going to do anything as long as Apple has covered themselves.
The people at the store are idiots though. They should have investigated sooner. - threemagic, on 10/12/2007, -1/+2refurb vs new...
also engraving vs non-engraving
if you order new and non-engraved, it'll come from china
otherwise cali... -
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