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  #11 (permalink)  
Old June 23, 2010, 12:48 AM
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It's probably exactly what Canker said....
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Old June 23, 2010, 07:02 AM
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As much as I like to hate on their kit. On the whole their customer service is excellent. Sounds like just got a bad store and / or the issue was bigger then they thought. I agree with lowfat, that first "genius" was foolish for setting your expectations so high.

Call em up, be polite yet firm and tell them exactly why you are unhappy and ask them what they can do to retain you as a Apple customer. They should have a "customer retention" dept who do have the power to comp you items and / or expedite service. Whereas the tech support dept...can only fix your kit and that's about it.

YMMV but that is what I would do! :)
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Old June 23, 2010, 07:50 AM
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Applecare is definitely better once you get above the first level....I call them the pissed off customer fodder.
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  #14 (permalink)  
Old June 23, 2010, 03:15 PM
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With my ipods (got about 5 and still on the same warranty), everytime I sent it to apple, I had it back ~2 days later. with future shop (god, I hate these) After I take it back 5 time they give my a new one. Geez, if your guys can't fix it, it's fuckin' broken... and some times they even screw it more than it already was.
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Old June 23, 2010, 03:21 PM
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honestly.. i took my macbook in ONCE cause i dropped it.. and killed the hard drive.. was back to me in 3 hours.. they even recovered my data.. never had a problem with any apple components ....
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Old June 23, 2010, 06:27 PM
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THough I wouldn't own the major products , I got my Pops a Touch and it had some issues. Took them 48 hours and he had a new one. Generally speaking their CS is excellent. You probably have an issue with just the place you sent it to.

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Old June 23, 2010, 09:32 PM
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Sounds like it must be your apple store specifically. I'm not an apple PC fan, but I do have an iphone. I had itunes installed on 2 computers and somehow every time I transferred stuff back and fourth it used up another one of my 5 authorizations. I sent them a support ticket at like 1:30 AM and had a reply back in less than 10 minutes telling me to reinstall both itunes and that they had cleared the 5 authorizations so I was good to go again.

I was impressed!
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Old July 3, 2010, 09:03 PM
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I've had great care with bad RAM in my Mac Pro. Had a new set in under a week.
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  #19 (permalink)  
Old July 12, 2010, 01:24 PM
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Quote:
Originally Posted by Neolithium_Wpg View Post
Applecare is definitely better once you get above the first level....I call them the pissed off customer fodder.
Thats because first level is trained piss poorely. They teach you how to use a mac and how to look up solutions on the online K-Base. I know because I was trained piss poorely and looked up solutions online before I quit.

2nd tier though, you only get there if you do well in first tier for a while. So once you get there you are guaranteed to have someone experienced.
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Old July 12, 2010, 09:19 PM
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Quote:
Originally Posted by Agafaba View Post
Thats because first level is trained piss poorely. They teach you how to use a mac and how to look up solutions on the online K-Base. I know because I was trained piss poorely and looked up solutions online before I quit.

2nd tier though, you only get there if you do well in first tier for a while. So once you get there you are guaranteed to have someone experienced.
Minacs?

And that is how it is for most first line technical support.
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