a strongly worded letter

If anyone can figure out where this should be sent in order to get the maximum response, please let me know. After the time I have spent on the phone with customer "service" today I am simply too spent.

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To Whom it May Concern at Apple:

I recently made the decision to switch from PC to a Mac. I had Macs growing up and missed them, so I went for it, despite the hundreds of dollars in cost difference. I decided to purchase a refurbished Macbook, because it was certified by Apple and it meant I could get a better model for the price of the lower end one. I could not have been more excited when it arrived. Upon starting the computer, however, I very quickly learned that the iSight camera was faulty and the optical drive had issues. I brought the computer to the "genius bar" at the Beverly Center Mac store, unsure whether there was an easy fix available or if I had to return the computer all together. The person who helped me at the store was incredibly rude, chastising me for buying a refurbished product and making me feel cheap in front of a number of other customers. He told me that the computer I had purchased was “DOA”, and that I should call Mac customer service the next day to resolve what should be done.

I did call Mac the next day, and was put on hold and transferred around the company a number of times. I simply wanted to initiate the exchange process, something it seems a retail company would have a great deal of experience with, but everyone I spoke to was at a loss to tell me what I should do or what would happen with my computer. Finally I was told someone would call me back the next day with instructions.

At the end of the next day, when I hadn’t heard from anyone, I called back in to 1-800-MY-APPLE. I spoke to someone who told me that there were no other refurbished models like mine available. My choices were to get the one I already had repaired on Mac’s dime (who wants a computer that has to undergo extensive repairs on day 1?), get a different (lesser) refurbished model, or purchase a new Macbook, with $100 credit provided by the store. I chose the last option, because though it would mean still paying $100 more than I originally wanted, it made sense to buy a new laptop with no history. I asked the person I was dealing with how the $100 credit would work. I had already waited for the computer to arrive, for it to be declared “DOA” and for someone at customer service to contact me; I wanted to make sure I could get a new one quickly. I explained that I wanted to buy the new Macbook at a retail store in order to expedite the process, and asked how it would affect my $100 credit (thinking they would need to send me some kind of card, or code, or whatever, in order for me to receive it). I was told by your customer service employee that that wouldn’t be necessary, the $100 would be credited to me along with my refund, back to my bank account. When I called back later in order to get a packing slip to send the refurb back, I confirmed everything, including the credit, with another employee. Of course, that person might be utterly useless in retrospect- she told me I would get the FedEx info within 24 hours, and once again, I had to call back and force the issue in order to make it happen.

At last, when I had sent the computer in, given customer service the shipping number, and been assured that yes, I would be receiving my refund and $100 credit (the third person I spoke to about said credit), I determined I could go and buy the Macbook at a retail store. I did just that, along with a printer as part of the current promotion. I was ecstatic and determined to forget the problems I had been through getting to this moment. A few days later, I figured it was safe to assume that I had been refunded and credited the $100. I checked my bank account to find that I had only been given the cost of the refurbished computer back. There was no sign of the $100.

Thinking it was an easy fix (everyone I had spoken to told me I would receive that money without hesitation) I called Mac customer service to sort everything out. I didn’t realize that I was signing on for one of the most frustrating conversations I have ever experienced. Suddenly, the policy was that the $100 credit applied only to the online store. Not a single person I had spoken to previously (three in total, if you will recall) had specified this. In fact, they had gone out of their way to assure me that it was not the case. Because it was clearly the company’s fault, I figured that surely, if I just spoke to a supervisor, they could cut whatever red tape there was in order to get me that which I had been promised. I was referred to such a person, Glenda. Completely contrary to my expectations, I found that Glenda was unmovable on the policy.

While I respect that a company has protocols, and that often things are automated, it is outrageous to suggest that nothing can be done when a customer has been misled. Allow me to emphasize: this was not a misunderstanding. I was misled, multiple times. I attempted to explain this to Glenda, but was continually given the same line, that she “cannot issue a credit without an invoice”. To clarify: I didn’t expect her to simply trust that I had purchased the new computer, I offered to send her all the paperwork on the purchase of my Macbook (included in this letter, for your records) multiple times in order to facilitate the credit. She simply told me that it wouldn’t matter, and that she was sorry. Unfortunately, her apologies do not put $100 in my bank account, and the offer of software or a shuffle can not remedy the situation. Quite the opposite, as a customer I find it insulting. It’s akin to a restaurant offering you free dessert to make up for the hair found in your food. If the first thing was messed up, I don’t want a second thing I never intended to get just because it’s offered to me for “free”. It isn’t free. I paid for it with the $100 I should have been sent to offset the purchase of the Macbook, and in the hours of time I have spent dealing with Mac customer service.

Finally let me say that for a company that spends a lot of money cultivating a certain image, I would advise you do more to make sure it’s one you can live up to. Though your computers are incredibly user friendly, I have found your employees and policies to be anything but. I don’t make a lot of money. Choosing to purchase a Mac was a rather difficult financial decision that required me to rearrange my budget and dip into my (small) savings. I naively thought it would be worth it. I now know otherwise, and will be sure my friends and family do as well.

Thank you for your time,

Megan Lynn

Comments

Contact Better Business Bureau, California AG, and Federal Trade Commission, sending your correspondence above. Although BBB is likely the only one who might get a reaction from Apple, to the extent it is a systemic problem, Apple could get investigated, reprimanded, and or fined. and you might feel better ratting out bad service. That is absolutely ridiculous! I have heard similar things for the iPod. Arrogance and superiority complexes are not good service characteristics.

[employee megan]

Better Business Bureau complaint sent! Gosh that was therapeutic. The saddest thing is I really like the computer. I don't want my feelings for the company to taint it.

[Paul]

Yikes. The BBB will get you a very quick resolution. I filed a complaint with them for Westside Rentals, and I got a personal call from the guy who owns the business. Perhaps Steve Jobs will call you and offer to buy you iced cream. Iced cream is delicious.

[employee megan]

All that Glenda woman could say was: "would you like a bag?"..."How about a shuffle?". It was infuriating.

[MsMamma]

Shit, I should have read further before posting that your other post made my mac happy. Those bastards. I would be Yosemite Sammin', big time. That's crappy and I hope you don't have any issues w/ your new 'puter.

[Assistant/Atlas]

You might also try The Consumerist (consumerist.com), they're pretty good sometimes. I've always had good luck with Apple customer service, personally, but that was awhile ago.

Also, I need to read your blog more, as I totally would've joined your bloggers bracket for March Madness. Dammit stupid Atlas.

[Pip]

down here in Australia I can say that I have experienced exactly the same problems as you (with other products) - why does it seem to be almost a given that whenever some customer service person says that they'll phone you back, you know immediately that it's never gonna happen? Incredibly frustrating.
My whole family are apple mad, we have just apple screens, imacs, macbook pro's etc. they are such great products but unfortunately the apple company themselves are unbelievably rigid with their policies, prices etc - they never give an inch (or centimetre as we say down here, hehe).
I wish you luck and hope your complaint bring you your rightful $100 refund. Getting you to purchase a product on the basis of misleadig advice is NOT the way to keep one's customer base.