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Dublin man plans Apple "walk of shame"

updated 02:45 pm EDT, Fri August 18, 2006

Apple "walk of shame"

Following a week of waiting for Apple to arrange for the pickup of a malfunctioning iMac G5, a Dublin says he has decided to prove that he can walk to Cork -- the location of the nearest Apple repair center -- faster than Apple can arrange for the pickup of his broken Mac. "I think there comes a time when the only thing that works with these companies is to show them up publicly and shame them into taking you seriously," said Karl Hayden, who is frustrated after repeated efforts to resolve the issue with Apple customer care. Hayden says his 10-month-old iMac crashed on the 14th of July, after which he received two replacement logic boards, a power supply unit, and a back casing which failed to fix the problem. The Dublin man claims Apple finally agreed to replace the computer on August 14th following a long phone conversation, but has failed to pickup the old system prior to shipping his new iMac.

Hayden has decided to "shame" Apple by setting out next Monday morning at 9:00 a.m. local time from his Charlemount Street home in Dublin on foot carrying his iMac G5 back to Apple in Cork to prove that he can deliver the computer faster on foot than the company can arrange to have it picked up.

"[Apple is] only interested in how negative publicity affects [its] sales and share price. Apple only seems to respond to customer concerns when direct action is taken to highlight [its] failings."

Hayden also said that he previously waited nine weeks for repairs to another Mac which was lost three times in Apple's service system, but was recovered and repaired in the end--with a bill attached for the repair work.




by MacNN Staff

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Comments

  1. migs647

    Joined: Dec 1969

    0

    Cool!

    Show them you won't take that c***!

  1. bobolicious

    Joined: Dec 1969

    0

    My repair was

    ...as a macbook pro/procare type - I dropped it off Saturday & it was ready Sunday - new logic board & battery - N/C ...

  1. brondee73

    Joined: Dec 1969

    0

    my repair was also

    I had various problems with a 2005 powerbook G4 and after 3 repairs (all of which were turned around in 3 days including shipping to and fro) Apple agreed to replace the laptop completely. Their internal review policy delayed the replacement by about a week. But within two weeks of agreeing to replace the unit, I had my new powerbook up and running. It sucks when your computer craps out, but from my perspective, Apple is usually excellent with customer care.

  1. notehead

    Joined: Dec 1969

    0

    we're all human

    Cheers to this guy for the creative effort to bring attention to what sounds like seriously crappy service. But it should also be remembered that any large organization is going to drop the ball once in a while, and I think it's safe to say that Apple are usually better than they have been for this guy.

    Now, let's all bow our heads and thank a deity of choice that Verizon doesn't make computers.

  1. jackmac13

    Joined: Dec 1969

    -1

    Irish Whiskey

    Sounds like there may be a little Irish Whiskey at work here.

  1. shawnce

    Joined: Dec 1969

    0

    weird...

    For the three 3 different system I had to send back for repair in my long history with Apple (1 of them was my fault the other two under warranty) I called Apple care and the next day (2 days for one) I had a box at my door to put the product in for return and the guy waited while I put it in the box (Apple appears to use DHL in the states for returns).

    For one of the above Apple shipped me a new PowerMac Dual G5 (without drives at my request) and I swapped drives from my bad PowerMac into the new system and dropped the bad system into the box that the new one came in and sent it back to Apple.

    Apple is generally rather good at service (at least in the USA) but I am sure they s**** up now and then.

  1. Donevan

    Joined: Dec 1969

    0

    Good service here.

    My 20inch iMac conked out several weeks after the warranty expired. Took it into the Apple Store, they put in a new power supply and logic board, free of charge, all within two hours. Very impressed with their service and attitude.

  1. rtbarry

    Joined: Dec 1969

    0

    anomoly...

    in 12+ years of mac ownership, very few problems, but anytime there was something wrong, i had a fix or a new machine within a couple days. no drama, just satisfaction.

    there is a reason apple keeps topping customer satisfaction and service surveys - every year.

  1. Peter Bonte

    Joined: Dec 1969

    0

    G5

    My G5 came via the mail with the case damaged but otherwise in working condition, after a few mails and photo's they piked it up and the order was reprocessed. It was a new model BTO so it took another 3 weeks to get here but i'm not complaining.

    the Intel Imac with faulty DVD took 2 weeks to repair, i find this reasonable.

  1. UberFu

    Joined: Dec 1969

    0

    my only complaints.....

    with Apple in the past have been the higher hardware prices [which are planing off a little since the switch to intel chips] - the fact that they make their own equipment obsolete almost immediately when they introduce new toys - and then when I buy new equipment - like clockwork at some point will fail in the first 12months or so_ But when it does - I've never had a problem having the problem fixed correctly and in a timely manner_

    But I guess the other thing is I try to find a local Mac certified place and have never had to ship anything to Cupertino [or wherever the main equipment repair place is]

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