Apple – the customer support nightmare – Part II: The Criminal Investigation

As my readers will know I wrote a post last week about my customer support nightmare with Apple after sales support, not my Apple Store or Apple technical support, only the after sales support – this is the second part of this incredible story of bad customer care by Apple.

There are still two issues outstanding:

Firstly, my order for a new 17″ MacBook Pro and the related problems of getting a new one, so I can get back to work properly. I had send the old one back and was promised a full refund after signing a waiver note, which did not arrive of cause.

What did arrive was a single Mac OS X 10.5 disk (value about £ 80 / $160), which as it turned out was my total “replacement” for my returned order of about £3,000/$6,000!!!!??? It took me a while to understand this as you can imagine, what is the saying: I thought I was in the wrong movie!”

Even after mentioning the obvious difference in value and the fact that I had expected a refund, it took me about 15 minutes to make it clear to my telephone partner that things were not OK. So now I have another parcel waiting to be picked up by TNT and returned to Apple.

I was told off, for not having an RMA number, I mentioned that I was not given one, and anyhow Apple had made the arrangement to pick the parcel up, so they should know where it needs to go, I had just put the order number on the return paperwork and the laptop has a serial number.

Result so far: No refund, no timeline for a refund, but have been told off for getting things wrong – I guess I need to apologize for the mess I have created – how dare I order a computer from Apple!

The reason for my call was to see if the delivery-date for my new laptop to be improved upon? Answer: NO.

But things got even better! I had also ordered a new Mac OS X 10.5 Server license, I mentioned this in my last post as well. Apple after sales support is insisting, that it was delivered last saturday and that I signed for that. My insistence that I had not signed for that and did not receive it made no difference to my telephone partner.

At this point she should have known things were not going well, as I made her answer the following questions three times:

My question: Are you saying, you delivered Mac OS X Server to me on Saturday, Oct 27, 2007 between 9:30 to 10:00 am? Answer: Yes!
My question: Are you saying I signed for this parcel? Answer: Yes!
My question: Even if I tell you, as I have done numerous times, that I did not sign for that parcel or received that parcel, you are saying you delivered to me? Answer: YES!

She was accusing me of receiving the order, signing for it and then claiming I had not received it.

My question: Wouldn’t it be a criminal offense if I lied about this? Answer: Yes, you should provide us with a copy of your passport so that we can verify your signature.

At this point my blood started to boil – over 30 minutes on the phone, got nowhere and now this – I told her I was quite upset about the way I was being treated, and that someone had impersonated me, which is identity theft, and I was not going to send her a copy of my passport. I told her I would report this incident to the police, and that I would be happy to help with any enquiry the police wanted to make. She then called TNT, while I was on the phone, told me to talk to the lady she connected me with and hung up!!!!!

I got a tracking number from the TNT lady, called the police, reported the incident and got a crime number, they are making enquiries – how sad is that? Order a Mac Os X 10.5 Server and you have to start a criminal investigation to clear this mess up, because the Apple after sales support people couldn’t care less – the fact that I need my server license did not enter the conversation one time.

One point I would like to make, both police officers I spoke to told me to “never – ever” send a copy of your passport or driver’s license to anyone, and that they have no right to ask you to do that.

So this whole episode is getting more and more upsetting and insulting – only Apple can get away with that, you know why?

My whole family bought iPhones last night and we absolutely “LOVE” them – I know – THAT IS SAD, I’m weak, what can I say?

At this point I would like to say, my borrowed computer crashed yesterday and that is why I’m having trouble blogging currently, should not have given my old Mac away so soon. But my son has given me his old one, so I’m partly back in business now – until I get my new laptop.

So on monday I should be up and blogging again as normal.

UPDATE Nov 10, 2007: Had a voice mail on my mobile, from a supervisor, she promised to call me on Monday – first (hopefully) good news for a week.

I would like to thank the following bloggers for picking up this story on their blog, and tell their readers about this unbelievable customer support story, it will hopefully help me to get this whole mess resolved sooner:

• Zoli’s Blog – Shared Link Blog
• EastLake Marketing Group – Bad Customer Service
• Shama from After The Launch Blog: Apple-Google Yourself!
• All About Small Business Blog

Should you link to this post, please let me know, so I can add you to my list. Thank you. ST.
UPDATE Nov 12, 2007 – 11:45 BST: TNT called, they are picking up the wrongly delivered Mac OS X 10.5 license – at least the pick-ups seem to work then!

No call from the Apple supervisor promised on Saturday yet?

Update Nov 12, 2007 – 16:00 BST: I have spend the last hour on the phone to Deidre – Supervisor Callback – and we got some things cleared up:

• Even-so, she put my new computer order on priority 1, it is unlikely to get here faster, because of the lead time of the new processor and the new hard-disk.
• She would like to get a copy of my signature – not passport, or anything – so I’ll write her a fax, so she can deal with TNT, and she is shipping me a new copy of the OS Server out.

Plain facts, plain english – that is the way it is! Why did this take so long, why was this so difficult? Judging by the latest superb financial results, someone may be having growing pains, let’s hope these get sorted out soon.

I hope this is the end of this sorry affair, didn’t get far, but I guess they are not going to change the processor timetable for me, what do you think?

Thank you all for your support, especially my blogger colleagues! It’s time to move on. ST.

21 Responses to “ Apple – the customer support nightmare – Part II: The Criminal Investigation ”

1. Phil Connolly
   
   Said on November 10th, 2007 at 4:29 pm

   Do Apples have pith? It sounds like they’re taking it. Hope you don’t end up too disappointed with the iphone. Heard that they’re not as good as they’re cracked up to be.

2. Stefan Töpfer
   
   Said on November 10th, 2007 at 5:56 pm

   Phil,

   I love the iPhone, like always things could be better in certain areas, but if I look at my product OnlineOffice I wish I could snip a finger and a hundred things would be better, for me it does two things:

   1.) It is simply the best mobile on the market for me because
   2.) it integrates perfectly with the Mac.

   The other mobile phone manufacturers have always treated Apple as a “not so important” operating system in terms of functionality – well that has come to bite them up the b**!

   The customer support issue, I think is very serious – especially as it makes you feel very helpless. I feel Apple has to be very careful not to get into big trouble with this kind of attitude by their support staff. Should this be policy – they are in trouble.

   Stefan

3. Ron Becker
   
   Said on November 11th, 2007 at 11:04 am

   I read about this last week, can’t believe it is still going on? Hope you get it sorted out. I can’t believe you bought the iPhone after all that – you are weak!

4. Stefan Töpfer
   
   Said on November 11th, 2007 at 11:06 am

   Thank you Ron,

   It’s sad I know – but I love the stuff – it’s like an addiction.

   Stefan

5. THE SMALL BUSINESS BLOG » Blog Archive » Google, am I stupid - or what is going on?
   
   Said on November 11th, 2007 at 1:13 pm

   [...] Ron Becker I read about this last week, can’t believe it is still going on? Hope you get it sorted… [...]

6. THE SMALL BUSINESS BLOG » Blog Archive » Apple - a customer support nightmare!
   
   Said on November 12th, 2007 at 9:20 am

   [...] Ron Becker I read about this last week, can’t believe it is still going on? Hope you get it sorted… [...]

7. Paul Rothwell
   
   Said on November 12th, 2007 at 10:48 am

   Shame on Apple. Sounds like you are a big fan of their stuff and they do this to you. I’d be wanting some compensation. Can beleive you still went out and bought their iPhones, amazing. I hope you have better luck with them than the computers

8. Andrew Whitehall
   
   Said on November 12th, 2007 at 11:51 am

   I cannot believe someone the size of Apple are worried about you signing for something that costs them only a few dollars to make. You are right to take them to task about this.

9. Stefan Töpfer
   
   Said on November 12th, 2007 at 12:18 pm

   Andrew,

   The best part about this is, that Apple could tell if I registered the server software, as it is all done online anyway.

   I just can’t understand the fuss about that at all?

   Stefan

10. Peter Strand
    
    Said on November 12th, 2007 at 3:06 pm

    Hi Stefan,
    This seems like one of those horror stories that seems to surface around Halloween!
    I hold a US green card and it is actually illegal to copy that document.
    I wonder who wrote the instructions for your Apple customer agent.
    I am curious to know if your Apple support person actually lives in the UK or a in “Farawayland”. HP’s support drives you nuts!
    If Apple wants to provide support on par with the quality of their products, I think they need to understand the difference between training their agents and actually educating their agents. If they are not required to think, I am sure we will see a lot more of what you experienced.

11. Peter Strand
    
    Said on November 12th, 2007 at 4:05 pm

    I have had such good experience with people at Apple that I just can’t believe what I read in your blog. I must admit that I always go to their store and get help. If you have an Apple store near you, I suggest you to speak to the Store Manager and get him to get this sorted.
    Good Luck!!!!!!

12. Mary Jones
    
    Said on November 12th, 2007 at 4:11 pm

    From what you have experienced, I am no longer recommend to my to friends that they buy Apple computers. This is just ridiculous.
    Maybe I will buy a HP next time.

13. Stefan Töpfer
    
    Said on November 12th, 2007 at 4:20 pm

    Well, believe it or not I’m still waiting for the call from the Apple supervisor, to sort my problems out, if nobody calls today I will call the US and see what happens then.

14. After the Launch: managing a business, managing a micro business, independent professionals, web entrepreneur community, corporate branding, small business consultant, small business coach, small business expert, small business marketing , small business
    
    Said on November 12th, 2007 at 5:43 pm

    [...] colleague, Stefan Töpfer, at the Small Business Blog, has been having a tremendously hellish experience with Apple customer service. He doesn’t [...]

15. Adam Hall
    
    Said on November 12th, 2007 at 6:25 pm

    Apple people gone on Holiday?????
    What is going on at Apple? This must be there new strategy to get repeat business.
    Well, they never got my business in the first place and reading this there is no way in h*** they will get it in the future. Go get them Stefan!!

16. THE SMALL BUSINESS BLOG » Blog Archive » Twitter, better late …..
    
    Said on November 13th, 2007 at 10:57 am

    [...] Adam Hall Apple people gone on Holiday????? What is going on at Apple? This must be there new strategy to… [...]

17. Emily Coltman
    
    Said on November 14th, 2007 at 5:10 pm

    Peter’s comment about staff who are “not required to think” – quite right!!

    I knew someone years ago who, whenever he had to ring a call centre or large business, as soon as his call was answered, would ask, “Can I speak to somebody intelligent, please?”

    I’ve never dared say that – but I’ve been tempted to on plenty of occasions! Stefan – perhaps you should try it next time you have to phone Apple!!

    M

18. Stefan Töpfer
    
    Said on November 14th, 2007 at 5:50 pm

    Hi Emily,

    There is already more I could add, they lost faxes I sent to them yesterday, it is just not ending – and all the time I don’t have my ordered product, Apple now holds over £ 6.500 of my money and I have not a single piece of product – while at the same time im treated as a criminal, it is mind blowing!

    Stefan

19. Emily Coltman
    
    Said on November 15th, 2007 at 9:17 am

    Hi Stefan,

    Good heavens above!!

    Do they have an office in the UK? I’d be round there banging on the door by now!

    M

20. Stefan Töpfer
    
    Said on November 15th, 2007 at 9:33 am

    Oh yes, I sent the fax again – guess what they did not get it again! No talk about my Mac OS X 10.5. Server replacement.

    I feel Part III of this mini-series coming on – it’s itching in my fingers!

    Stefan

21. Jen
    
    Said on December 4th, 2008 at 6:56 pm

    It’s interesting to see that such a well-known, and what seems to be reputable, company is giving you such a hard time on something as simple as customer support. It seems as though companies, especially the bigger ones, would remember that their customers are their lifeline, and keeping their customers happy is the most important task of all.

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