Before I go into the full details of this a little bit of a disclaimer. I had the problems I’m writing about back in December but didn’t write about them as it was going through compensation and a long chore of sorting out. I’m in part writing this as a warning and in part writing this as a still not overly happy with the entire situation that Apple created.
As I’ve said before in Autumn I took the plunge and kitted out Logical Binary with 2 new macbook pros, cinema screens and CS3 Suites along with various Apple ‘bits’. This was no small order for Apple and I took the route of going through their online business buying. I’ve said before how my macbook pro was a ‘mactickbook’ but eventually (although it was eventually) this matter got sorted. Part of the ‘sorting’ involved me sending in a waver form as I was to be sent out a machine before I returned the ‘mactickbook’. I was a little apprehensive as before when had a problem needing a return on my powerbook I didn’t have to go through this. The waver basically said if I didn’t return the machine I would be charged for 2. However, all seemed well as it was all updated with my return once it happened and I thought nothing more of it assuming the matter to be closed.
Things really started going weird when early in December I returned from a long client trip to discover my business bank account to be minus the cost of a macbook pro. It took me a short while to realise the Apple Inc withdrawal was the cost of the macbook pro and put 2 and 2 together to get a ‘uh oh’. I called up Apple that night and went through so many hoops and diversions to get to talk to someone by the time I did the UK store was closed and I was talking to someone in America who didn’t even have full access to my accounts. To say a little bit of a saga occurred over the next few days would be an underestimate. Eventually all seemed sorted and assurances were given that it wouldn’t happen again.
So, all sorted? Well apparently not. The following Friday again another macbook pro cost left my bank account and lets just say I flipped. Again I had to run the gauntlet of support staff and eventually after more days of finding out Apple was trying to steal Christmas or at least had become the Grinch as yet another amount was waiting to be taken out, I managed to get a promise to return all money. The phrase ‘well that’s the least’ comes to mind.
It all finished up after that and I got the money back. Whilst I did get the money back and I did get £200 compensation – initially they offered me £100 then £150 and I really had to push to get £200 compensation. It does however make me certain I won’t be using the online Apple store again. If I do have to purchase anything from Apple I will wait and take a trip to the store. Considering the amount of this order and the massive mistakes it just wasn’t good enough. Of course, I’m not put off Apple – it’s not the machines it’s the service. I do feel their service lacks a lot. I was promoised so many call backs, so many ‘won’t happen agains’ that they became meaningless.
In part, I guess this is a cautionary tale that online shopping has or can have more complications than we think. Signing wavers which seem positive probably aren’t. I should have returned one item before getting the other of course, then I wouldn’t have to sign this waver that caused all this. I still have no response as to what actually happened, I’m many weeks after this nightmare and have heard no word and doubt I will as to what really did happen.
wow … that … well, there aren’t words to describe how much that sucks. i’ve never had that particular issue with apple’s online store, but geez, one customer having it is far too many!
Yes I agree it is pretty sucky. I think I’ve just about had all the bad luck you could have with customer services. My big thing is they keep failing to update me when say – I don’t know but I can forgive a lot apart from rudeness and saying you will call and not is rude in my book.