Random Thoughts from a Large Head

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.