Random Thoughts from a Large Head

Self-portrait of my costume: “Partly cloudy with a chance of rain”. Missing are my spray bottle and fan props.

Under the category of “holy crap, she actually posted photos”, check out all my Halloween photos.

random

This is an update to last night’s entry.

After visiting the Apple Store on Knox, an exercise in futility as they were unable to help, I called Apple again.

I bet you know where this is going… I was disconnected AGAIN.

Finally, I reached a guy who actually gave me the phone number he was connecting me to before he connected me. After a few minutes of holding, a 20 minute phone call with one person at 800-676-2775 verified I was shipped the wrong unit, set up a return authorization, e-mailed me shipping labels for the return, and placed an order for a replacement unit.

I hopped down to the FedEx around the corner, got the tracking number, and shipped off the wrong unit. A quick call back to the number listed above verified the shipment and released the hold on the replacement.

Unfortunately, it isn’t set to ship until on or before November 3, so I have another week of sadness to bear with.

All in all, I am extremely disappointed in Apple’s service. I don’t make the decision to invest hundreds of dollars in something lightly. To finally buy this and be so anxious to receive it (just ask my co-workers: I was updating them several times a day on its shipping status), only to find it is wrong, really made me sad.

Then, on top of that, to have so many problems with their service and support was quite a let down. I have always associated Apple with noteworthy service, even though I had never previously experienced it.

• Being disconnected on 3 of the 6 phone calls I placed is absurd.
• Six phone calls?! Even more absurd.
• The information I was given about needing a “case number” from tech support was wrong. The lady today was able to fix my problem without ever contacting tech (to my knowledge - there were long periods of silence). I could have had this issue resolved and a new unit in progress 16 hours ago without that misinformation.
• Stores should be empowered to accept returns and deal with customer hassles. There is a $70 retail difference in the cost of a refurbished and new 40GB iPod. If the store on Knox had said, “Man that sucks, we’re terribly sorry for the poor service you’ve had so far. Let us have that one and you take this new one”, I would have jumped for joy and told every person I know about the awesome experience I had just had with Apple, in particular, its store on Knox.

  Instead, Apple gets this crappy tirade and I have to wait another week. In summary, instant gratification = good customer experience.

I’ve lost about 4 hours of my life on this now. This iPod better wash my car.

random

7:45 FedEx man arrives with my new refurbished 40GB iPod! Excitement! Joy!
7:48 Rip open box.
7:50 Notice “15GB” stamp on back. Wonder if maybe the refurbished part is the back cover.
7:51 Power up iPod. Go to About. See capacity is 13.9 GB. Dismayed.
7:52 Call Apple returns line. Am told I will need to get a case number from tech support. Transferred to tech support. Friendly recording tells me I have approximately 8 minutes to hold.
7:53 Hold
7:54 Hold
7:55 Hold
7:56 BOOP BEEP! Your phone call cannot be completed. The system will hang up now.
7:57 WTF!?
7:58 Search Apple’s web site, trying to find a support phone number.
8:03 Call support after finally locating number (1-800-275-2273).
8:04 “Apple Tech Support is available between 6am and 6pm Pacific time.” (or, four minutes AGO)
8:05 ARGH!
8:06 Call Returns number AGAIN.
8:10 Speak with woman who takes huge pauses between asking me questions.
8:14 Am disconnected AGAIN. Double ARGH.
8:15 Call Returns yet again. Inform woman answering that I’ve been disconnected twice, am 25GB short, and am very sad now.
8:16 She tries tech support and confirms they are closed.
8:17 She has to have tech support verify the error and have a case number in order to authorize a return. As soon as they have a tracking number from me, they will ship a new unit. They’d best send it super-duper overnight.
8:18pm Sadness.

This saga will continue at 8am tomorrow.

Update - 9:28pm: M-D suggested taking it to an Apple store to see if they’d fix the issue. I called a random store in California (since they’re still open). I explained that I’d ordered a refurbished ipod online and it was incorrect. After a slight hesitation, he excitedly stated, “Yes! We’ll take care of you!” My feeling about Apple’s service is slightly improving.

random

I’m wearing red pants today.

random

Amanda WDNB: can we go to the fair next saturday?
A: not that you can’t see me this weekend
A: but i want to go to the fair and i can’t do that this weekend
Leia: sure!
A: sweet
L: for you, i will make an exception and attend the fair on a weekend
A: that’s a true friend
L: as long as you don’t make me ride any spinny pukey rides
L: but, i will ride CRAZY MOUSE
A: i’m not guaranteeing no puky rides. i will probably try to coerce you.
L: and i will eat copious amounts of cotton candy
A: and something on a stick!
L: they have frozen chocolate-covered bananas this year, i hear
A: mmm, sounds good. i love the fair.
A: so how’s the new job? have you started yet?
Leia accidentally pastes a paragraph of text detailing her family and their typical holiday gatherings into chat window.
L: um, pardon that last response. was pasting in another window
A: you’re a dork
A: and i’m going to leave it alone
A: because it sounds like you’re doing the whole dating thing over the internet
A: and that creeps me out
L: started new job monday. it’s picking up and i … SHUT UP … like it
L: i wouldn’t say i’m “dating” over the internet. it never gets that far.
A: you know i am rolling on the floor right now
A: you’re so funny
L: i joined eharmony.
L: and you have to answer these short answer questions at some points, so i’ve saved my answers into a file and just copy the answers in when i get asked again
A: nice. efficient. that’s the leia i know & love.

To sum up my life of late: started a new job (it’s rockin’!), went to Shreveport on a crazy overnight trip with the girls (and when I say overnight, I mean we left at 11pm and returned home at 11am after playing all night), stubbed the crap out of my toe (it’s purple and painful), and watched Tivo (so much TV goodness!).

random