In response to a story I posted about a fixed Mac getting repeatedly shipped all over San Francisco, including to a CompUSA, reader Jonathan has produced quite possibly the most appalling story ever, from his attempts to fix an iMac with Apple New Zealand. It’s unbelievable.
Wednesday, day 8. I phone up at lunchtime, hows my Mac doing? Huh? What? The technician is just installing the parts right now and the MAc should be ready some time thisafternoon, but we’re still waiting on the replacement mouse? WTF?
later that day Apple call back. Your iMac is ready to be picked up. What about the mouse? No we’re still witing on that. Can I have my old mouse back in the interim? No, we have to keep that to send back when we get the replacemnet Mosue.
And that’s just the part about the mouse — Jonathan took it in because of a broken SuperDrive. You simply must read on in…
6 responses to “Reader Submission: Worst Tech Support…Ever”
I’m brazilian and people who had problems with their Macs have real horror stories about Apple Brazil Tech Support. I haven’t read the rest of Jonathan’s story, but I’m sure I’ve heard something similar sometime. Apple makes great computers, but when it comes to consumer relationship, they suck! Fear the day your Mac has a problem!
I’ve had problems with Apple in the past due to a TiBook, the paint all flaked off for a start, they replaced the case, but it did it again, but this time they said that’s no longer covered (I had AppleCare). So I just had to live with a machine that was too embarrassing to take anywhere. It had also developed small fissure cracks on the corners, but was still holding together. Eventually it’s hard drive died, which was covered so I sent it off to Apple.
I get a call saying that they can replace the hard drive but I’ll have to pay to get to get the case replaced as it’s broken. It had obviously snapped when they took it apart. Nothing I said made the blind bit of difference, they refused to accept the blame and on top of that said they’d not put the hard drive in and the old case because it would be ‘unsafe’. I could either have it back more broken than before or pay-up. I paid up. Not much else I could do without a lot of hassle
The hinges broke not long after which I managed to replace, but they broke again. I’ve since got shot of the worse Mac I’ve ever owned.
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Well, I’m at day 14 of my Apple Tech Suppport romp. My MacPro Quad would boot to a gray screen, resetting PRAM didn’t work. Off to the Genius Bar at the Crabtree Valley Mall, Raleigh, NC. They test it, agree that it’s broke and order a logic board and processor board. 2 Weeks later I still don’t have my MacPro back. I call AppleCare corporate and escalate on the store. They claim parts are onsite at the store as of Sep 1st. I call the Apple store and a employee confirms the parts are sitting in the tech area on top of my Mac. That was at store opening time on Sep 1st. No call from Apple all day. I call the manager, he promises I’ll have the Mac back today by close of business.
I’m not holding my breath. I’m very disappointed. I bought my first Apple in 1979, an Apple ][ and have gone through 15 Macs since. Not the Apple experience I signed up for…