Poor Customer Service from Apple Care, Part 2
Thursday, November 13th, 2008So I called customer service following my previous issue with technical support. They had advised me to contact customer support stating they could help me find a resolution to my problem. As soon as I got on the phone with them, they told me this wasn’t an issue they could help me with and I would need to speak with technical support. The woman told me the only thing she could do is document the issues I had. So the first issue I had was why they transferred me to customer service when technical support would be the only individuals who could help me.
I told her the problems I had experienced with technical support and she kept telling me that she couldn’t help me with any of these issues. I told her I understood, but I was under the impression she wanted me to tell her this to document it. I had to remind her of this twice. So I continued and let her know all of the issues for her to document. This was another half hour on the phone.
I had some follow up questions that she said she couldn’t answer. I asked her why I would be forwarded to customer service from technical support for this issue if she couldn’t help me and she didn’t really have an answer. I asked her what authority she did have to help me beyond documenting and she tried to dodge the question. I figured I asked that wrong and rephrased it to asking her what she is typically able to do to help upset customers. She told me she just wanted to focus on me and didn’t want to talk about other customers. I told her I just wanted to know in general and not with any specific customers. She again told me she just wanted to focus on just me and my issue. My final question to her was what I could expect from Apple after this conversation with customer service. She told me that she would just be documenting it and anything else would be handled internally. She advised me to call back and speak again with technical support.