Apple – a customer support nightmare!

A few years ago I decided to change over to Apple computers from Windows based computers and up until now it seemed the right decision. There had always been certain incomprehensible “rules” by Apple, but I could live with them.

A few weeks ago I ordered my new MacBook Pro and I wanted a German keyboard, of cause I could not order a German keyboard, you can order a French keyboard? All these computers are made in the same factory – in my case to order – so why do I have to get a friend in Germany to order the computer for me. This time a friendly guy in my Apple Store told me I could pay $200/£100 extra and they would change the keyboard in store for me. I asked again why I could not get the German keyboard in the UK, apparently more Germans then French people live in the UK?

I was promised an answer, but never got one.

So I went ahead and did that, I ordered my new laptop with the new Mac OS 10.5 installed, and agreed to pay the extra for the keyboard.

When the order arrived last Friday all hell broke loose:

1. I was sent a computer with OS 10.4 installed not OS 10.5.
2. I received an extra box and had to install OS 10.5 myself.
3. Then I discovered I had been charged extra for the Mac OS 10.5, I had to pay for one old and one new operating system.
4. Next I discovered a new spec computer had been launched and I had been send the old one.
5. I used the migration assistant to move all files across to my new computer and at first all seemed fine.
6. I then gave my old computer to someone else and reformatted it.
7. You guessed it, as soon as I had done that my new computer started having problems, no calendar or address book data anymore,then my email started going and so on – I rebooted and that was that – I could no longer log in.
8. I called tech support and after waiting for about 20 to 25 minutes, I was told the FileVault is the problem a “known” issue. Known to whom, not me?
9. Result some of my data was lost, most of it saved, thanks to Ian from Apple tech-support. However my user account could not be deleted and could be causing problems in the future. Ian was not sure if it could be some hardware related issue, so we agreed the computer should go back and be replaced, but that I could work with if for now, if I made backups of everything I did.
10. Over to after-sales support, here is where the problem started. I wanted a new computer before I would return this one, since I can not be without my computer. That was not possible – so I said I would order a new computer, pay for it again and when I received the new one, I would send the old one back and get a refund.
11. At this point Nicole (after-sales support) took pity on me and said she would get an supervisor to call, he/she could get me a computer before I had to send the old one back.
12. You guessed it the supervisor did not call, so I called again after 20 minutes waiting time I was told to wait my turn. So I waited until next day – no call.
13. I called again and again after waiting 20 minutes on the phone, I had to explain all this again, I was told I would get a return form to fill in. And I should order a new computer.
14. I ordered my new computer – delivery 3-4 weeks – got my confirmation email within a minute. But now email to return my current computer.
15. I have now borrowed my old computer back, she does not know it’s going to be four weeks yet – what fun?
16. So this morning I clicked on a link on the original invoice to write to Apple, I could not face another wait on the telephone and telling the story one more time. I wrote all this in an email, guess what – it was returned to me, with smtp – code: 550 5.1.1 unknown or illegal alias: uk.consumer@euro.apple.com
17. Back to the phone, and I’m told someone will call me back – I give up. I asked if there was a way to speed up my new order, they will try – code for no.

This has cost me about three days in work and time so far and at Apple nobody seems to care. That is worrying, since it could indicate a serious shift in Apples customer care policy and/or capacity. Could it be that Apple has become too successful, are they going to be just like Microsoft? Many questions, no answers!

Good news – I can blog about this, it’s therapy – otherwise I would explode! Thanks Apple, you really made it clear to me, how important individual customers are to you! ST.

UPDATE Nov 7, 2008 – 13:00 BST : I have not had a call from Apple, but the TNT courier called, they are going to pick up the old computer this afternoon. No news on speeding up my order or why I can’t have a German keyboard, either.

UPDATE Nov 7, 2008 – 13:42 BST: Just spoken with after -sales support (Kathrine), as another order of our has gone missing (!?!) and was supposedly delivered on Saturday and signed by me – I must have amnesia.

She then checked back on the main issue here and told me that no request had been made for a supervisor to call me back, this is getting more and more out of hand – I wonder if anyone really knows what is going on in Apple.

UPDATE Nov 8, 2007 – 19.38 BST: Kathrine also did not get one of the supervisors to call me – so I guess Apple has decided to ignore me – lesson learned.

On a better note my local Apple Store, who tried to support me thru all this, called again, to find out if I had heard anything new? Even they where quite upset about the service and treatment I got from after Apple after sales support. They tried to help with calling them as well, special thanks to Christopher for his interest. I love those guys at the Apple Store, Regent Street, London, it is just a shame that they can not deal with the “custom orders” direct, then I would not have had an issue. Something Apple should also consider changing.

All this has made it clear to me that what we are doing with our OnlineOffice is a god-send for small business, because all of these issues could not happen with our software, since you can use any computer with any browser – even Safari, my favorite browser – anytime and anywhere.

This will quite possibly by my last update, since I do not think things are going to improve with my now two open customer support cases with Apple after sales care, and life is too short. I will only update this if something positive happens – if it doesn’t, I’m sure you can draw your own conclusions.

Like Michael Dell once said – maybe Apple should think about this:

“If someone thinks they are mistreated by us, they won’t tell 5 people, they’ll tell 5000.”

Personally I think Michael underestimated the numbers considerably. ST.

UPDATE Nov 10, 2007: Unbelievably there is a sequel to this story “Apple – the customer support nightmare – Part II: The Criminal Investigation“. I would not thought it possible that this story could still get worse, how wrong I was.

18 Responses to “ Apple – a customer support nightmare! ”

1. Phil Connolly
   
   Said on November 7th, 2007 at 4:46 pm

   One of the main things that has put me of Apple is that any problems have to be sorted by them. I remember on the gadget show a few years ago they did a test with a normal PC and an Apple to see which was easiest and cheapest to repair after being dropped from height. For the PC they just had to go to local PC World and spend a few hundred pounds and it took half a day to fix it. The Apple had to be sent away via the Apple shop took weeks and cost loads.

2. Stefan Töpfer
   
   Said on November 7th, 2007 at 5:40 pm

   What really get me going, that you never find anyone who says “I’m responsible”.

   I love Apple products – while it is true you need to be good at Unix to get the serious stuff sorted – they usually work fine. My last laptop has been with me around the world, even in antarctica, and it never failed.

   It is the human element that lets it down – customer care or in this case not care!

   Stefan

3. Leif Johnson
   
   Said on November 7th, 2007 at 7:27 pm

   Hi Stefan, I like reading your blog every day and could not find anything new yesterday. This explains everything. I know things can go wrong once in a while BUT getting lousy customer support just kills you.

4. Stefan Töpfer
   
   Said on November 7th, 2007 at 7:33 pm

   Leif, thank you for your comment.

   Most days when I don’t post anything, I’m just busy with my “day-job”, but you are right, yesterday I had no computer to work with and the day before I could only get one post out, because of this problem.

   What can I say – it’s a shame.

   Stefan

5. Scott Schuckert
   
   Said on November 7th, 2007 at 8:26 pm

   Personally, I think you’re being a bit of an alarmist. Granted, thing didn’t go the way you wanted them to, and it would be nice if ANY technology company called back when they said they would – but they don’t. So:

   1. Correct. This is the way it’s done during an OS transition.
   2. See above.
   3. How much? This shouldn’t have happened, but are we talking $129 or $4?
   4. Did you get what you ordered? Occasionally customers are upgraded to a newer model, but you certainly shouldn’t expect that to happen.
   5-6. You DESTROYED your only backup immediately after a major data migration?!?
   7-9. Yes, FileVault is occasionally problematic, as are most encryption schemes. Can’t fault you for not knowing, but Apple DID help you recover from it.
   10-14. It’s universally almost impossible to get a company to pre-ship a replacement for an expensive product. It would have been easier for the phone rep not even to try. But she did; I’ll assume the delay was in trying to get this excepton made for you. But someone should have called back.

   I can see why you’re frustrated, but most of the things you’re complaining about are the failure to get special treatment that you wanted. If you had handled the situation yourself in a slightly more reasonable and cautious way, you might have had a better result. In almost anything these days, you have to “work the system” a bit. Have you tried dealing with your wireless carrier lately? (GRIN).

6. T. Norfolk
   
   Said on November 7th, 2007 at 8:37 pm

   Monday Morning Blues.
   I can not say enough good things about Apple customer support. Every time I go to their store (10 minutes drive from where I live) they treat me like I am special. I can see that they do that to everybody, but I still feel special. Compare that to BestBuy!!!
   I am not buying a PC again!

7. Stefan Töpfer
   
   Said on November 7th, 2007 at 8:53 pm

   Scott,
   Thank you for your take on the situation, maybe I need to clarify some points:
   1. I ordered 10.5, NOT 10.4, so why should I expect to install the OS myself and then be charged for two OS versions of which I only want one. I was charged $160 for the OS 10.5 extra.
   2. You only have 14 days to return a computer to Apple, but they need four weeks to ship a new one, that was my problem. I offered from day one to order a new one, I just wanted them a agree that I could keep the computer until the new one arrived, they could not manage that either.
   <p>The bottom line, I have been promised help several times – call from a supervisor – nothing has happened so far, they only got the courier to pick the computer up. At least the courier called me back. My case was not even escalated as you can see from my last update and I do not know anything else.
   I’m not complaining about the technical problems, even so I had better service from Apple in the past, but the total lack of interest in the problem Apple return policies have created.
   I note you did not mention the German keyboard situation, what is your take on that.
   Maybe it is normal, to have to call someone about eight times and spend hours on the phone and get nowhere.
   Have not had the time to deal with wireless carriers, been busy with Apple.
   Stefan

8. Maddison
   
   Said on November 7th, 2007 at 8:54 pm

   I used to love Apple, but now I hate them. Not their computers, just the people who work for them. It comes from the top on down, they are too full of themsevles now.

   My reason for the hate is this. I took my iBook in because it was booting to a black screen. Anyway, I take it to the Apple Store, those so-called techs sent it out for repair, two weeks later I go and pick it up to find, that my hard drive is completly gone, yes, everything was gone. Apple decided to make up for their blunder of damaging my original hard drive, by installing a PowerBook 4,3 inside my iBook. I was livid, no one called me to say this was happening or anything. They just thought I would be oh so happy now that I have a PowerBook. I told them if I wanted a PowerBook I would have purchased one.

   My conclusion is, this is what happens to a company when they are too focused on being chic and cool. Several other customers were watching me and hearing the Store Manager explain why they did this. Some of them told me their horror stories. Let me tell you, I’m no longer feeling the Apple experience.

9. Stefan Töpfer
   
   Said on November 7th, 2007 at 9:09 pm

   Guys,

   I love Mac, I just think they should try and listen a bit better and not treat their customers like children.

   They should not promise stuff if they don’t live up to it. We all do that sometime granted, but for three days non-stop??!!

   Maddison, I’m sorry to hear you had this bad experience – it must have been hell. I agree with you – I’m on my third Powerbook or MacBook – the service has been more humane in the past.

   Maybe that is it, I’m missing the feel-good factor I used to get from Apple, that is what made them special to me.

   Stefan

10. Dave
    
    Said on November 8th, 2007 at 2:53 am

    Two rules:
    1. Never upgrade an OS without a backup that you INTEND to keep for a long, long time.
    2. Never send your computer in for service without backing up first. (Did you try a Firewire boot?) If you cannot boot, don’t expect your data back… you do backup regularly, yes?

    Break the rules at your own risk.

    If you really want a lousy support experience then sign up for Clearwire as your ISP.

11. Allen Daves
    
    Said on November 8th, 2007 at 3:27 am

    Hi,
    I thought I was the only one having difficulty with Apple Customer Support. They took for ever before getting back to me. And was after I contacted them several times. I hope you will get your things resolved faster than I did. It took over a month before everything with my iMac was taken care of. I enjoy reading you blog. Keep it up.

12. Stefan Töpfer
    
    Said on November 8th, 2007 at 9:06 am

    Dave,

    Thank you for your good advice, and indeed I had several back-ups. Only the data from that day was missing, which was recovered more or less.

    Once again, this is not about the technical problem, it is about what happened afterward, that made me unhappy. Things do go wrong, it is what happens next that makes your company different from the next, and as I said I had better service before.

13. Emily Coltman
    
    Said on November 8th, 2007 at 9:16 am

    Hi Stefan,

    Your point that you couldn’t find anyone to say “I will take responsibility for this and personally see that it’s sorted out” – struck a real chord.

    In so many larger organisations (note I don’t say businesses because I’m also thinking of a certain government department which shall be nameless) you never get to speak to the same person twice, and nobody takes responsibility for seeing a customer’s problem is sorted out.

    What makes customer service stink isn’t that suppliers make mistakes. Everybody does that – we are after all only human. It’s that they don’t sort the mistakes out.

    These are the four principles of how to deal with making a mistake that I think should be rolled out to all organisations. If you make a mistake:

    – Admit it straight away – don’t bluff, the customer will see straight through you
    – Apologise to the customer
    – Explain to the customer what will be done to put it right
    – And do it, or see that it’s done – no excuses!!

    M

14. Stefan Töpfer
    
    Said on November 8th, 2007 at 10:21 am

    Dear Emily,

    That is what I love about you – I could not have said it better – the nail on the head.

    Thanks, Stefan

15. Phil Connolly
    
    Said on November 8th, 2007 at 11:19 am

    On the keyboard side, £100 to change it is a bit steep. Surely they can only cost a few quid to make. I’m assuming a german version hasn’t got extra keys on so will still map to the same points as an english one. All I need to do on my PC laptop is undo the keyboard screw underneath the laptop and it comes off in seconds. Can’t be more that 5 mins of a job to replace.

16. Emily Coltman
    
    Said on November 8th, 2007 at 12:21 pm

    Thanks Stefan.

    Small businesses I can imagine would embrace the four principles. But larger ones can think they have so many customers that it doesn’t matter if they upset a few… especially if they’ve got a monopoly in a certain area like a certain telephone company who shall also be nameless.

    M

17. THE SMALL BUSINESS BLOG » Blog Archive » Apple - the customer support nightmare - Part II: The Criminal Investigation
    
    Said on November 10th, 2007 at 3:52 pm

    [...] Emily Coltman Thanks Stefan. Small businesses I can imagine would embrace the four… www.askm.co.uk [...]

18. What Is Google Up to Now? | My Thoughts, Ideas, and Ramblings
    
    Said on November 15th, 2007 at 12:28 am

    [...] Amy found where the original comment came from.  It is on this post and it is comment [...]

Leave a Reply

I would love to hear from you, please let me know what your take on my blog post is. In order to stop spam on my blog and increase conversations, I had to implement some simple rules:

1. Please enter your real name, not your company, product or service's name.
2. If you enter your URL, your name will become a link to the URL.
3. We may send you a confirmation email to check you are a real person

We are sorry but any violation of the above rules will mean an automatic removal of your comment.