Apple....customer care(less)..RUBBISH!!!!!!!

Beaver67_2

Hi There,

I have a personal policy that if I get poor service or product for my money - I complaint. (It's my money - I work damned hard for it - and I deserve what I pay for....)

1) Check out the web site where you purchased and find their complaints procedure - most companies have them. Check that what you have done complies with it. (Then if it goes to court they cannot say you have bypassed their procedures)

2) KEEP A DIARY - this is an oh so important one. Nothing complicated.
Date of the action
What action:- phoned/wrote/emailed/receive letter etc.
to/with whom:- name or at the very minimum department
contact detail:- tel number, address, email
what was discussed-brief details.
result:- what advise was given, who has what actions....
outstanding matters - if you have said when you will call back - or they will contact you etc.

3) See if there are others like yourself (I see you've already done this - but worth a mention anyway).

4) When making a call - ideally - do it on speaker phone with a witness there. (It is not ethical to secretly record the conversation if you don't tell them... having said that if their phone system announces when you call them that calls may be recorded for quality purposes... this coul;d you argue as enough justification for not declaring that the call is being recorded.) They should not object to a witness - many people use hands free.

STICK TO YOUR GUNS.

Many large companies are more inclined to try to let your complaint fall to the wayside in the hopes that you will go away.

e.g. I bought a pc from a company and software - and ther was a faulty MS OFFICE professional CD. I returned the cd for them to get me a replacement. They were taken over by a major chain who took the store stock and my software and then denied all knowledge. I was fobbed off for 3 months.

After following their complaints procedure - and tracking down the staff member who took my software back and was ther when the new company took the stock away, and got his statement that they did take-it... and I did indeed return it - I withdrew the action in exchange for just over £1000 of software - more than compensating me for the hassle.

It used to be a case of you pays your money and you takes your choice... but some companies interpret this as we takes your money and you pays for your choice.... NOT ON PLANET BEV....

Hope this helps with some of the nitty gritting of case prooving and persuasion.

Apple are still licking their wounds from a £1m dollar settlement they are having to pay to a company for patent infringement.... so they may be a little distracted at present - I should think they could do without the bad press. See for details:- http://news.bbc.co.uk/1/hi/business/5280394.stm

Best wishes.
Bev:hello:

KayEdwards

I had a CNN email announcing that Apple are recalling a load of kit because of faulty batteries at risk of fire.

"Apple Computer Inc. (AAPL.O: Quote) will recall 1.8 million lithium-ion notebook computer batteries after nine devices overheated, causing minor burns to two users, U.S. safety regulators said on Thursday."

Raffles_3

Parisien wrote:

Guys, I phoned them, written to them, giving 14 days notice of court proceedings, sent the item back twice.....no exterior damage, not been dropped, sat on or put in a school bag......they refuse to repair or replace.

They insist its been abused...small claims courts here I come.....:(......any one know if they make a counter claim within the samll claims court system, am I liable for all their costs - say if they send over two engineers from USA...all expenses paid?...:(

Not looking forward to this!!

Good for you. It will cost them more to send someone to represent them in court than it would have done to repair the thing. You may find that the representative might be armed with a brand new ipod. If they countersue (highly unlikely) you go to the newspapers, screaming "bully!"

Beaver67_2

Check around - but if it does go to court - as they insist that it has been abused then this means that... they have to know what is wrong with it and the cause (i.e. what abused caused the problem)... so make them clarify.

a) Have they actually told you what is wrong with the unit.
b) have they defined what abuse caused the unit to fail in this way....
c) what evidence is there to proove that, beyond reasonable doubt, and that this isn't just a fault with the unit that they should have knuckled down and got sorted! - This is where the "other people with the same problem bit comes in helpful".

Best wishes....

Keep fighting the good fight..... CONSUMERS UNITE!