Feedback sent to Apple

[limpe84]

wasay what they do with those returns?
i hope they dont sell them as new pieces but just refurbished

I am guessing they will be sold as refurbs. Who knows.

 

[runforyourlife]

prob would help if everyone here sends a similar email over to amplify the effect.

 

[unfinished07]

I too wish to have an Apple store in SG, but I don't expect it to have the same level of service even if it comes true. Firstly, Singaporeans in general do not like to be in the service line. Those who actually work in service line do not have good service (think of the shops in Funan, SimLim, and then picture them sitting at the counter playing with their phones)
And yes, they will all rush over to serve ang mohs while ignoring Singaporeans.


Then ppl will start to employ foreigners, usually Filipinos and PRC. Then there will be ppl who start to call them FT-Stores. See the post above. Even if they have good services, which are actually not bad, the image of these FT with Singaporeans are already bad.
So, it's an never ending circle of name calling and online bashing.

So how? I don't know, but I still hope there will be an Apple store, with strict training for employees to provide better service.

 

[negativzero]

I just sent an email to Tim Cook too. I got no problem with the Apple shops because I don't buy from them I buy online.

I do however have a problem this time with the AppleCare advisors over the telephone playing tai-chi with my case. VERY PISSED with them now and I'm usually a patient guy but this is the first time I've encountered such shoddy AppleCare service and I've called them many times before.

 

[LeonaV]

Tim Cook's spam email folder is THAT big...

 

[runforyourlife]

just whack them ask for their name say u email to mgmt.

 

[negativzero]

I just sent an email to Tim Cook too. I got no problem with the Apple shops because I don't buy from them I buy online.

I do however have a problem this time with the AppleCare advisors over the telephone playing tai-chi with my case. VERY PISSED with them now and I'm usually a patient guy but this is the first time I've encountered such shoddy AppleCare service and I've called them many times before.

Wow! Apple representatives actually called me after I sent my email to Tim Cook

 

[trans168]

Wow! Apple representatives actually called me after I sent my email to Tim Cook

Care to share with us what transpired?

 

[LeonaV]

Care to share with us what transpired?

"Hi! Your Itunes account has been suspended and you have been banned from stepping into an apple store or reseller for the rest of your life. Thank you."

 

[negativzero]

Care to share with us what transpired?

Can't share what transpired but the final result is they will replace my 2011 MacBook Pro and give me a 2012 MacBook Pro (new not refurb). They even let me upgrade and choose my specs(for a small fee) for the new MacBook.

They also refunded my AppleCare and gave the option of applying a new AppleCare on the new machine

 

[SleepyBoi]

Can't share what transpired but the final result is they will replace my 2011 MacBook Pro and give me a 2012 MacBook Pro (new not refurb). They even let me upgrade and choose my specs(for a small fee) for the new MacBook.

They also refunded my AppleCare and gave the option of applying a new AppleCare on the new machine

That's awesome service there. Now I'm tempted to buy a refurbished rMBP. Wonder if I get any defects aesthetically or otherwise, will they allow the 14 day no qns asked policy and this level of service.

 

[Jango_Fett]

Was asking if I could self collect it or they could send it today
Was hoping more for self collect actually
Guess the decision is in my hands lol
then kenna hang up also

 

[Jango_Fett]

Was asking if I could self collect it or they could send it today
Was hoping more for self collect actually
Guess the decision is in my hands lol
then kenna hang up also

Ok called their hotline le,
At least got better explanation guess have to wait over the weekends

 

[maxell_555]

Can't share what transpired but the final result is they will replace my 2011 MacBook Pro and give me a 2012 MacBook Pro (new not refurb). They even let me upgrade and choose my specs(for a small fee) for the new MacBook.

They also refunded my AppleCare and gave the option of applying a new AppleCare on the new machine

Any email exchange or invoice to proof? This is new!

 

[negativzero]

Any email exchange or invoice to proof? This is new!

No proof of invoice or email exchange will be posted. My discussion with Apple will remain private and you probably will not get this kind of privilege. You just have to take my word for it.

 

[gohnick]

Apple's service standard had dropped and I am disappointed with them now.

My iPad 2 had a display shadow issue and I sent it in on 14th April 2013. I was contacted by their ASP to collect a replacement unit on 15th April. After collecting the replacement unit for 3 days. I found that the iPad 2 bottom right corner near the icon dock, when depressed will have a creaking sound. I returned to the ASP and request that they check it out and they said they had to escalate to Apple.

After 3 days, they called me back and told me that they cannot replace the unit as it is not an technical issue! I called up Apple Hotline and after 2 levels of escalation, they insisted that it's not an defect and would not change for me!

My argument is that it's a workmanship issue here and they were so adamant on their stance. I'm really disappointed with Apple and I think I'll move on to other brands in the future

 

[gabelee72]

Apple's service standard had dropped and I am disappointed with them now.

My iPad 2 had a display shadow issue and I sent it in on 14th April 2013. I was contacted by their ASP to collect a replacement unit on 15th April. After collecting the replacement unit for 3 days. I found that the iPad 2 bottom right corner near the icon dock, when depressed will have a creaking sound. I returned to the ASP and request that they check it out and they said they had to escalate to Apple.

After 3 days, they called me back and told me that they cannot replace the unit as it is not an technical issue! I called up Apple Hotline and after 2 levels of escalation, they insisted that it's not an defect and would not change for me!

My argument is that it's a workmanship issue here and they were so adamant on their stance. I'm really disappointed with Apple and I think I'll move on to other brands in the future

I feel you. Seems like just yesterday when I felt that one of the reasons to buy an Apple product was all about the customer experience (although this is nothing compared to buying an Apple product in the US Apple Stores).

I have always felt that their products are amazing, and although I am an (and still am an) Apple fanboy, my experience has made me seriously doubt a little about the quality of some of Apple's products (but not all).

Like you, I had to go through two levels of escalation and was told that I would not be able to get a replacement for my Mac, when all I wanted was to get my issue resolved immediately (without having to wait few days each time).

It seems that the service here really pales in comparison to the others (The Aussies are very friendly though!) because the point I was trying to set across to them was that their products are usually pretty durable and my case seemed like a pretty isolated one (different problems occurring 3 times). Not much luck though, although eventually their CSO here had to pacify me over the phone, and my Mac was eventually fixed.

I really wonder if this is one of the reasons why their market share seems to be falling.. are they losing more customers?

 

[Laneige]

for me i dont have any issues when dealing with apple, probably with the technical support. After speaking to few technicians from UK/Ireland etc, one simple task of export mail from SnowLeopard to ML (there is no export function in SL Mail) is taught so many different ways by different technicians. Some really know their stuffs, some ... the advice they gave is the one that has failed before that.

other than that, i have bloated battery in my trackpad that cannot be removed.... they replaced for me FOC. heng never say due to misuse which they could. but of coz... their design also plays a part, so fit that when battery expand, it cant be taken out.

a mouse replacement that wasnt accepted by eserv, a call to Apple, escalated up, send pics as supporting doc and the technician gave me a caseID which i have no issues changing the mouse @ eserv. So to me, 90% i have received excellent support.

Called MS on their office products... given some links which doesnt solve the damn macro problems. Uninstall my MS and then dont do any updates to their MS OFfice and i can use the files from older version.
Comparing replacement of HW from MS and Apple, MS on one hand need to wait for weeks, while Apple is like 3 days? MS deliver HW to the address. Apple need to pick it up.