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Apple treats customers like "an enemy"

updated 04:45 pm EDT, Wed October 18, 2006

Apple, customer treatment

Apple is treating its customers like an enemy, according to an InfoWorld blog. Dave Rosenberg outlines his troublesome encounters with Apple's retail store in Palo Alto, CA, as he sought out repairs for his faulty keyboard. After pointing out his squeaky spacebar to an Apple Store "Genius," Rosenberg was reportedly greeted with unknowing responses from the representative appointed to address his issues such as "I've never heard of such a thing," and "everything seems common when you are looking for it." Rosenberg says he recently encountered a series of problems while dealing with Apple, from a faulty returned MacBook to a "very disappointing" MacBook Pro -- which he also returned. The blogger didn't bother with AppleCare due to a colleague's "laughable" experience, and states that open-source companies "don't have the luxury of treating long-time users like they are our enemies."




by MacNN Staff

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Comments

  1. Spacemoose

    Joined: Dec 1969

    0

    Give me a f****** break

    Truly interesting article about a miserly crank.

    'a "very disappointing" MacBook Pro' (The guy doesn't like the MBP)

    "I've never heard of such a thing" (my gods man the genius hadn't heard of a squeaky keyboard, Apple's violating the Geneva f****** Convention!)

    'The blogger didn't bother with AppleCare due to a colleague's "laughable" experience' (what the h*** is this even doing here? Like I said, this is a shite article on a slow news day)

  1. Horsepoo!!!

    Joined: Dec 1969

    0

    spacemoose,

    Everyone's trying to piggyback off Apple's success. Some use the excuse that they're being treated like s*** to get their name out there on the intarwebs.

    Kinda sad really.

  1. jarod

    Joined: Dec 1969

    0

    Whatever

    There is nothing to worry about. Infoworld is a garbage site, sort of like a tabloid site. Just seeking attention by publishing trash by your common idiot. Whoever wrote this article is clearly seeking attention. Ignore this fool and this site..major waste of bandwidth.

  1. e2Sync

    Joined: Dec 1969

    0

    Pfff....

    Can't wait for you two to have some problems! Apple's after-sales support is KNOWN to truly be the very worst part of Apple, and as the PC user switches from companies that send advanced replacements sometimes even SAME DAY, Apple had better pick up their act or they will soon be wondering why they are not growing beyond a certain point.

    I have had NUMEROUS problems over the years, and my friend here just went through 4 weeks of lies and c*** from the Dallas Apple Store over his 17" MBP which they eventually just replaced. I have got to the point where I'll just sell my problem laptop to someone else and let them deal with Apple while I just buy a new machine. It's just easier. That's just how BAD it is.

    Don't for one second think that people are just out to get Apple, we don't live in that world anymore in case you hadn't noticed.

  1. johnsonua

    Joined: Dec 1969

    0

    Riiiigggghhht!

    "Can't wait for you two to have some problems! Apple's after-sales support is KNOWN to truly be the very worst part of Apple"

    That's why Apple consistently wins top marks in customer satisfaction surveys, because those Mac Cultists at JD Powers and Consumer Reports are just lying for the mothership.

  1. Steve Wilkinson

    Joined: Dec 1969

    0

    it's not that bad...

    I personally have purchased 3 Apple computers in the last couple years, and at work we buy a lot of them. From this experience, I'd say there have been a few more issues in the last couple years than in the past. However, most of them have been more of the 'annoyance' category... a squeaky space bar, a noisy fan, etc.

    I'm guessing this may be due to Apple trying to cost-compete with the PC makers. However, I have hardly ever had any issue with getting these things fixed. Apple has been very good about it. The biggest problem I ever had was a couple years ago with a dying hard drive. And, I have to admit, it was a hard issue to diagnose.... but after a couple trips in with it, they were able to see it, and quickly fixed it (with a new drive).

    Now, while I love the lower prices of Apple gear (I mean, at this point some of Apple's gear is a better value than home building, let alone other PC makers), I'm not willing to give up traditional Apple quality. So, I'm glad people hold Apple's feet to the fire... make sure they fix your stuff. But, I want things to be fair at the same time. Obviously, these folks doing the complaining have never owned (or at least are being honest about) other manufacturer PCs. They probably also are not taking into account that of the few hundred (or even thousand) people complaining, there might 500k to 1M folks who are quite happy for whatever timeframe.

    -Steve

  1. jeph4e

    Joined: Dec 1969

    0

    Not Here

    The Old Orchard Store in Chicago has been amazing and very, very helpful. Way beyond what would be required. The phone support has been great to when I had the early (and later) MBP multiple issues...

    I could not be happier with the support I got.

  1. lkrupp

    Joined: Dec 1969

    0

    The disconnect...

    "Apple's after-sales support is KNOWN to truly be the very worst part of Apple,"

    Baloney. Just this week apple was once again feted in consumer surveys for being at the very top for customer service and hardware reliability. The internet allows the concentration of outraged users who are extremely vocal in their victimhood. Not saying you imagined your bad experiences, just that you are wrong when you think its pandemic.

    pfff... to the whole premise of your post.

  1. Steve Wilkinson

    Joined: Dec 1969

    0

    in more headlines...

    hehe... I just didn't read down the daily headlines far enough. :o)

    Lenovo, Apple lead reliability report

    http://www.macnn.com/articles/06/10/17/lenovo.apple.reliability/

    -Steve

  1. doctor9

    Joined: Dec 1969

    0

    You're right, spacemoose

    With all those "issues", he sounds like a chronic whiner. The old "Mommy didn't hug me as a baby" syndrome!

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