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Chief Jack's Galley

There's a place for people who laugh at nothing...


January 6th, 2007

(no subject) @ 04:13 pm


I really haven't kept y'all up to date since this post about my sortie into the Merry World of Macintosh, so here's an update:

After posting that, I waited all day Saturday (until 9 PM Eastern time, which is when all the folks at Apple go home) for the RMA and mailing label. Didn't get one. Ditto Sunday and Monday. On Tuesday, I call Apple, tell them that I was told that I could expect a link to a mailing label sometime Saturday afternoon, here it was Tuesday morning and still hadn't gotten it. They pass me on to someone else, who explains that it takes 48-72 hours to issue an RMA. I ask the young lady why this wasn't explained to me on Saturday, when someone told me that I could expect the RMA by the end of the day. She, of course, had no explanation, but did say that she would expedite the RMA process, and once FedEx let them know that the computer was on its way back to them, they would build me a new system and have it on its way by the end of the week. An hour later Apple issued the RMA, linked me to my mailing label and apologized for any confusion. I dutifully boxed up the computer in the original carton, sealed it with tape, affixed the label I received to the box, and brought everything to the local FedEx drop point. It was on its way by Wednesday afternoon.

I got another email from Apple, highly apologetic, informing me that my new system would be on its way by Friday ("on or before January 5"), and I should expect it by the early part of next week. This morning, I get another email from them, explaining that they've had "an unexpected delay" and that I should now expect it no later than the first part of the week after next.

So, that's where it stands, other than to say that if this computer is DOA, I'm buying another Windows box and the hell with them.
 
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From:sharonthenurse
Date:January 6th, 2007 09:52 pm (UTC)

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It's dreadful that we are so dependent on waiting on others to get on with our lives, eh? Wait a minute, when did I become Canadian? ;)
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From:john_holton
Date:January 7th, 2007 06:30 pm (UTC)
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You live pretty close to the northern border, you know.

I wouldn't be half as irritated about this if it hadn't been for the guy telling me to wait for the RMA, that it was coming that afternoon. I had really hoped to get it on its way, so that the process of getting a new one could get started. Instead, I find out that nothing was going to happen until Tuesday. If they had told me right up front that it would be Tuesday before anything could be done, I'd have understood. Not particularly pleased, but I could accept that.
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From:wingguy
Date:January 7th, 2007 05:12 am (UTC)
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I spent several years as a service manager for a manufacturing company. The absolute LAST thing you want to do is to give disappointing service to a customer who is already disappointed with the product. Looks like Apple did just that.
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From:john_holton
Date:January 7th, 2007 01:44 pm (UTC)
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Exactly. They're down to their last strike, as far as I'm concerned. If this computer that will arrive no later than the 15th isn't perfect, I'm sending it back and buying another Windows box somewhere.

I can't understand how a company that was looking to go up against Dell, HP and everyone else out there that makes a Windows box thinks that they can get away with this kind of shoddy service. I know as well as anyone that things happen, but these service parameters I have to live with are what one would expect in the 1980s, when computers were still a fairly new commodity. I mean, 2-3 days to get an RMA for a dead computer? Come on!

Chief Jack's Galley

There's a place for people who laugh at nothing...