Apple Support Pissed Me Off

[tetsuoxb]

Originally published at synaesthesiaJP. You can comment here or there.

So my net connection problems are all the AirPort Extreme’s doing. Apparently, it randomly decided to disallow m from connecting to this very site. If you google “airport extreme blocking one site,” other people seem to be having this exceedingly rare issue.

So I take my ass

Comments

[cvxfreak]

You didn't make an appointment? That's the number one thing that needs to be done when coming in for any support issue. The policy is that the geniuses have to test major hardware after the return period. In the US, there are enough Apple Stores so that you could have been put on Standby. But Osaka is a flagship and the only store in Kansai, making that virtually impossible. Moreover, repairs are actually done on-site, so it's not normal to ship things to support for further testing. I probably would have at least called Support on your behalf, however, so it's regrettable they didn't think to do that.

[tetsuoxb]

The point is the policy is fugazzi. If I took the thing back to Yodobashi, they would send it off and I'd have a new on in a week. Why can't the Apple store take my word for the fact the thing is broken. The idea that you need an appointment to have someone tell you something is broken is silly. I have a legitimate support issue, and it is poor customer service to tell someone already put out by a faulty product that they have to come back because only three people in a fucking store are allowed to say a broken thing is truly broken. Calling support doesn't help me because all support is going to tell me is what I already know... My shit is broken. A genius is going to tell me what I already know... My shit is broken. So if my shit is broken, then replace or send it off to get fixed

[cvxfreak]

The service you're looking for is ProCare, which gives you priority and does give you the benefit of the doubt for a quick drop. I don't agree with having to sell this feature myself, so I never pitch it.

But I'm right about the repairs. I work at the store, so I wouldn't make this up. Repairs are done on-site in the U.S. and Japan as long as the parts are in stock. My store, a local mall location, orders parts if they don't have them in. I've WITNESSED my coworkers do the actual repairs because I get many impatient customers who want to know what's up with their repairs.

I've also had a one day turn around time at Ginza AND Shibuya despite the fact my top case needed to be replaced back when I was there. So they DO repair stuff on site in Tokyo if they're capable of doing so. Your Airport Extreme would have been replaced with stock dedicated to the genius, or they would have pulled one from the store shelf if it came down to that.

[tetsuoxb]

And you need a one to one account to make appointments over the web. They aren't going to take appointments over the phone. I have to go there to make a damn appointment. How dumb is that shit.