Poor Customer Service from Apple Care, Part 2

Written by Adam

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So 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.

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This entry was posted on Thursday, November 13th, 2008 at 10:49 am and is filed under Opinion, Information Technology. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.

One Response to “Poor Customer Service from Apple Care, Part 2”

  1. Robin Says:
    December 24th, 2008 at 12:28 am

    So what happened? Has your MacBook been repaired or replaced, or have you gone for that Dell with Ubuntu?

    It’s a real shame when an otherwise excellent product like the MacBook, and a well regarded service like AppleCare (reliability & service from Apple generally scores very well in surveys) falls short of the mark. Have you tried writing to an individual at all? If you have a local Apple Store it might be worth finding out who the manager there is and getting hm/her on your case. Also, publicity (or rather adverse publicity) can help things along - if things aren’t being resolved, then see who you can let know. I always try and get the person I’m speaking to to empathize and pose questions that they can’t just answer yes/no to, like “how are we going to resolve this” or “if you were me, what would you expect to happen in order to remain a satisfied Apple customer”?

    I guess you may have already tried all this, but good luck anyway - hope it’s all worked out.

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