An Unfavourable Apple Store Experience
As I sit here and begin to write this post, I am using my old Windows machine that has lay fallow (at least as far as my using it is concerned) since I was lucky enough to be gifted a brand spanking new 13-inch white MacBook as a very early Christmas present last year. Unfortunately, I have had my first problems with that MacBook—a number of dead pixels and anomalies in the LCD panel, and a cracked/broke keyboard topcase which meant that a trip to the Apple Store was required.
I had hoped, at least in part, that perhaps I would be told that due to the fact that there are two problems with the Mac, one entirely cosmetic, and one not so much, that it would be replaced, and that I could then say “Well, seeing as its being replaced, how about I pay you the difference and upgrade to a MBP?” Unfortunately that was not meant to be, and I was told that the offending parts would be replaced. Figuring that they would probably have the parts in stock, and considering the fact that it was a warranty repair, I figured that the repairs would be undertaken posthaste. That was not meant to be.
After was given a Work Authorisation form, told that the parts would need to be ordered in, and that I would be given a call once the parts came in, I was on my way home with my still damaged White MacBook. I was given the impression by the Genius that once the parts came in, it would be a matter of dropping my machine off at the Apple Store, and I would receive it back, fully repaired that day.
I received the call the next day1 to say that the parts had arrived, and that I had seven days to bring my machine in for the repairs to be undertaken2. Two days later, with a newly tattooed foot (more on that at a later date), I headed off to the Apple Store arriving at precisely 11.00 am fully expecting to be headed home that evening with a fully working, fully repaired laptop. Unfortunately, none of the four(!) people who served me, including the store manager, in the half hour I was in the store were able to give me any better estimate than “probably not today” as to when my machine would be ready to collect. Told I would receive a phone call later that day with an ETA for repair and collection, I wandered around the Chadstone shopping centre killing time in the vain hope that I would receive a call to say that the repairs had actually gotten done today, and that my machine was ready to be collected.
Approximately four hours after I walked out of the Apple Store, I left the shopping centre none the wiser as to when my MacBook would be ready for collection. I’m now sitting here, a full 8 hours after leaving the shopping centre, and 12 hours after walking into the Apple Store, and I still have literally no idea what is happening with a laptop that my girlfriend had to stretch herself to buy me.
There are number of factors about my dealings with the Apple Store I am less than impressed with. Firstly, the seven day period I was given, on a Friday no less. Seven days is not an adequate timeframe to expect someone to be able to make a trip out of their way to have something that shouldn’t require repairing in the first place repaired. Especially when the only two weekend days within that seven days are the next two days. My Saturday was booked solid, with four hours dedicated to getting my foot tattooed, and I had budgeted my Sunday for recovering from the tattooing, and getting tasks done around the house. A more acceptable timeframe would be 14 days. It’s a fairly standard timeframe in most industries for holding onto parts. This would have given me more time to organise a trip out of my way to have my machine fixed. I work full time, 40 minutes (in clear traffic) from the closest Apple Store, so a midweek trip to the Apple Store is out of the question, without prior planning.
The second WTF was the fact that four people were needed to serve me. Admittedly, I was served within moments of walking into the store (a stark contrast to my first visit), but I can see no reason why at worst the second person couldn’t have stayed with me until the “quick drop” process was completed.
The third problem is the fact that the staff didn’t, or rather haven’t yet, honoured their promise of contacting me to give me an ETA on when my machine would be able to be collected. My girlfriend spent a large chunk of cash on this laptop, and aside from that fact, and the fact that I use the machine daily, the machine means a LOT to me as it was an amazing gift from the person I love most in the world. To be without it for a few days is bearable, but to not know when I will get it back, or even that it has made it to the intended destination, is incredibly disconcerting.
Finally, the fact that the repairs on this machine happened well within the warranty period, and realistically, shouldn’t be required at all, indicate, to me at least, that these repairs should be at least somewhat of a priority. The problems are no fault of my own, and Apple should be trying incredibly hard to ensure that I have as little disruption to my life as possible.
All in all, the whole experience has left me with a bitter taste in my mouth about dealings with Apple, and when taken in the context of Apple as a whole, and the possibility that repairs being performed before mine are those that will put more money in Apple’s pockets, I’m left with further indication that Apple cares more about getting every ounce of cash out of people as quickly as possible, and not caring so much about keeping customers happy.
I’m probably being a little melodramatic, and more than a tad unfair, but I can’t help the way I feel, and I am, at this point, definitely not a satisfied Apple customer.
Update: So, it would seem that someone at the Apple Store Chadstone is a liar. I’m not sure which occasion I was lied to, but I was called last Friday to say that the parts had arrived for the necessary repairs, then I contacted the store today to check on the status of my repair—due to still not having heard from them—only to be told that the parts only came in yesterday, a full 5 days after I was originally told that the parts had already arrived. Pretty ordinary.
6 Comments
Rick
Because its your experience, you are certainly entitled to your own opinion, but please tell me, can you think of any other computer company store, other than the dwindling build-to-suit computer shops, where you can even drop your under-warranty machine? I’ve never dropped any computers off at the big box electronic stores before, but I’m guessing that experience would leave you feel wanting, as well.
You went in hoping that they would upgrade you to a MacBook Pro, so you were already disappointed. Next, you expect every part of every machine to be in the back room – not possible.
7 days turnaround is probably the industry norm response unless you pay extra. the two or three times that I’ve brought apple stuff in. Sometimes it comes back under that time.
The only time it took longer was when they couldn’t meet the timeframe for the repair of my 12 inch G4 PowerBook. They let me pay the price for the repair to get a brand new white MacBook.
Sometimes you get lucky, other times you just get good service, even if they don’t have the part and won’t commit to an unrealistic timeframe for a repair.
Good luck in the future.
Robert1014
I think you simply have made the mistake of assuming your wished-for experience would be the reality, and are unhappy it wasn’t. Is this Apple’s fault or yours?
Were any of those who helped you rude? Is there any reason you can’t call the store and ask for a status update? Yes, if they told you they’d call, they should have, but in real life, things sometimes get overlooked.
If they don’t properly repair your MacBook in good time, or if they are rude or dismissive of you, I’ll say you have something to complain about; now…no.
Ian P Hines
I had a rather different experience when I brought my MacBook (White) in for service last Thursday.
I had made an appointment in advance for 10:40a, but as a result of the things that happen when you have a six month old was running about 20 minutes late. When I arrived the staff was polite and saw me immediately.
I, like you, needed my keyboard repaired due to a crack. It was covered under my AppleCare Warranty at no cost. In fact, the staff even overlooked some very minor water damage (I had spilled wine on my keyboard some weeks ago, leaving the keyboard quite damaged by not affecting the internals), which was a courtesy I had not expected.
Fortunately the parts that I needed were in stock, and they fixed it while I waited. Arrival to departure, I’d say the visit took maybe twenty minutes. It took me longer to drive there than to have the repair completed.
Deanacus
@Rick: To an extent, I don’t disagree with you, however, there are a few things I would like to clarify.
Firstly, although I had hoped that I would be able to upgrade to an MBP, I was accutely aware that there was little to no chance of that occuring, so to say I was disappointed, while accurate to an extent, is also a little misleading, as I had reconciled myself with the fact that it wasn’t going to happen before walking in there.
Secondly, I’ve no doubt that dropping of a computer at a “big box” electronics store would leave me wanting as well. That said, any experience I have had with those type of stores (with regards to other appliances) has given me the distinct impression that a 14 day holding time for parts is generally the industry norm here in Australia. That said, I can, and did, deal with the seven day holding time that Apple has.
Thirdly, I don’t feel that I expected them to commit to an unrealistic timeframe, but that timeframe I had in mind was put there by the genius on my first consultation when he stated that it would take a couple of hours to have the repairs done. If I had been given any indication of the fact that I would need to leave my MacBook there for a period of time to have the repairs done, I would have been happy with that.
Finally, the fact is that I didn’t ask them to commit to a timeframe, merely to give me some kind of ballpark expectation of when the repairs would be done, but as I mentioned, none of the four staff, including the manager, could give me that.
Thank you for stopping by and taking the time to comment. Whether I agree or not, I appreciate it.
@Robert: As I mentioned in my reply to Rick, the expectation that I had was created by the genius in the initial consultation, so the fact that my experience didn’t live up to that is the fault of both parties. I will certainly accept some (or even most) of the blame there.
That said, good customer service doesn’t come down to simply not being rude. It comes down to being able to respond to, and meet where possible, customer expectations, or being able to manage them. When you take your car in to the mechanic to have some repairs or maintainance done, would you expect an answer to a question of approximately how long the repairs would take? I would think so, I know I would.
I was a little bit put out by things not mentioned in the post, such as the fact that the staff were more interested in discussing their night out with other staff while dealing with me, rather than dealing with me, and me alone. One thing I learned in my years in customer service is that if you are helping someone, you should be focused entirely on helping them, and not on continuing conversations best left for breaks.
One again, thanks for taking the time to leave a comment, and again, whether I agree or not, I appreciate it.
Deanacus
Ian: I’m glad that you had a pleasant experience. Certainly, my experience, or at the very least, my perception of my experience, seems to the extreme minority. This is honestly the only problem I personally have experienced with Apple in any way. To say I’m a dissatisfied customer was probably a little bit unfair, but was an accurate representation of how I felt at 11.00 last night.
I can only imagine how difficult it must be to organise things that are, in the grand scheme, things as trivial as having a computer repaired when you have a six month old to take care of.
Thanks again for stopping by, I always appreciate your input on things.
@Rick: One final clarification. I was happy enough to have to wait for the parts to be delivered. I am under no illusion that its possible for the store to have every part for every machine. I had expected to have to wait for parts, and was happy to do so. In fact, I was incredibly surprised, and pleased that the parts came in so quickly. That was definitely a positive in this experience.
Joe
Apple Store, Terrible Service.
On Mar 15, 2010 I ordered 2 gift cards online for my nephew’s birthday on the 2oth, an email from Apple said the order will be delivered Mar 17 – Mar 20 by Standard Shipping, this would have worked out perfectly but the cards where never received. Nate at customer service said he would have to run a trace and have yet to hear anything from Apple. The Apple online store has terrible service.