Apple doesn’t care about its customers
We here at BGR love Apple products as much as the next guy, but we think this crossed the line a little bit. Thanks to tip from a close friend of the Boy Genius Report, we’ve uncovered a truly amazing exchange between Apple and a customer. The customer, an owner of a recently water-damaged MacBook Pro, called Apple customer care to get information about repair costs. Accepting full responsibility for the water damage, the customer was still subjected to confusing and contradictory information about the repair. Frustrated with his experience, he took matters into his own hands, emailing sjobs@apple.com (a widely acknowledged direct line to high-level Apple customer care). The customer’s email is as follows:
Dear Steve Jobs,
I wanted to write and express my concern about some recent problems that I have had with Apple Care. This week, my MacBook Pro unfortunately sustained water damage. I understand this is entirely my fault but it is still something I would like to get fixed. After three or four calls I was finally able to get a straight answer. While I was happy to get a straight answer, I was not at all happy with the answer. It is very worrisome to me that the only way to get my computer fixed is to pay almost $300.00 up front with no guarantee that this will fix the problem. I was horrified to learn that their is no system to assess the problem and bill once all damage is known. I am reluctant to put money into a problem that could easily grow. I have had three Apple computers in a row. I love using them but I am not sure if my replacement will be one. I feel powerless in the situation and the whole experience has turned me off of the Apple company.
Sincerely,
Xxxxxx Xxxx
Reasonable? We think so. Shortly after, the customer received the following response:
Xxxxxxx,
This is what happens when your MacBook Pro sustains water damage.They are pro machines and they don’t like water. It sounds like you’re just looking for someone to get mad at other than yourself.
Steve
We find that response totally comical! Don’t you? While we’re guessing Steve Jobs himself wasn’t on the other end of this, it’s certainly a direct response from the @apple.com domain, which is only available to employees of the company. This means that someone directly representing Apple was responsible for this stunt. Come on, Apple. Seriously, this isn’t a good way to treat your customers, though you do get major points for the witty and comical response.
UPDATE: Full email after the break!
From: Steve Jobs <sjobs@apple.com>
Date: March 27, 2008 6:53:46 PM EDT
To: [email removed <xxxxx@gmail.com>
Subject: Re: Apple Care Concern
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Xxxxxxx,
This is what happens when your MacBook Pro sustains water damage. They are pro machines and they don’t like water. It sounds like you’re just looking for someone to get mad at other than yourself.
Steve
On Mar 27, 2008, at 3:01 PM, Xxxxxx Xxxx wrote:
Dear Steve Jobs,
I wanted to write and express my concern about some recent problems that I have had with
Apple Care. This week, my MacBook Pro unfortunately sustained water damage. I understand
this is entirely my fault but it is still something I would like to get fixed. After three or four calls
I was finally able to get a straight answer. While I was happy to get a straight answer, I was
not at all happy with the answer. It is very worrisome to met that the only way to get my
computer fixed is to pay almost $300.00 up front with no guarantee that this will fix the problem.
I was horrified to learn that their is no system to asses the problem and bill once all damage is
known. I am reluctant to put money into a problem that could easily grow. I have had three
Apple computers in a row. I love using them but I am not sure if my replacement will be one.
I feel powerless in the situation and the whole experience has turned me off of the Apple
company.
Sincerely,
Xxxxxx Xxxx
The company is saying they can not guarantee that the machine can be fixed, they are saying that UP FRONT, they didn’t take the money THEN say, oops!
Neanderthals cannot understand that this is the owner’s fault in thinking his laptop can be replaced for free. Its unbelievable stupidity.
I doubt Steve Jobs wrote it, but I guarantee Steve knows who has access to sjobs@apple.com.
The response is arrogant and rude.
At the very least Apple should practice the golden rule with their customers.
They may have the best laptops on the market and have completely changed the game with the iPhone… but if their customers feel undervalued then they’ll be chomping at the bit to try something new.
iPod will be insignificant as media players move completely into phones.
iPhone will continue to be challenged by RIM and Android. I’m most excited about Android.
Apple TV… not open enough to be viable long term for the masses
Mac Book & Mac Book Pros – These are their only products that are truly best in class and have staying power. They should love the Mac customers and take care of them hoping they’ll stay loyal to the Apple brand.
jpa
8U the reply doesn’t make any sense, it’s like they only skimmed through the email and just wrote some shit down and clicked SEND. no shit mystery water guy is some complaining, 3 or 4 calls just for someone to say 300$ MIGHT fix his mac? no thanks apple.
get insurance your fkin nork! Why wouldnt you have accidental damage for such an expensive item?
If you poured water down the back of your lcd/plasma screen do you think it would just dry out? do you think they wouldnt charge you to figure out was wrong?
It takes ages to open up these fuckin laptops and then they have to figure out whats wrong!
$300 so id say at least 3 hours work at $100 per hour seems about right.
Though if you paid for apple care id expect it for cheaper possibly
The laptop got ‘water damaged’. Being someone who has worked with computers, it’s mostly likely not repairable at all. $300 is probably the minimum it would cost to fix, and it will take 1. time and 2. materials, so the initial expense makes sense. Especially considering it might be a total lost cause.
As far as the flippant response, I think it’s pretty rational considering the laptop is probably DOA, and the customer is being irrational. It is going to be a very costly, repair. If I asked Geek Squad or anyone else to fix a water damaged computer, do you think they would be more understanding? If a manufacturer had to use it’s resources to troubleshoot this kind of user caused failure, they would go bankrupt.
If you dunk your laptop, or have a car run over it, or whatever, and expect the manufacturer, any manufacturer, to give you the time of day, you’re probably being optimistic at best.
D_R
No one noticed that sjobs seems to use gmail for his official email?
Was there no more response? That is a pretty messed up way to look at things. Apple tech support is decent but when you have something slightly challenging or a large problem, they seem to really be failing. This guy, while a little off, had a small issue and it was a nightmare just getting a little advice since it was just past 3 years old: http://www.starkmanassociates.com/blogs/eric/apple-vs-bmw/
I think they need to work on their tech support, it seems like it is slipping.
What idiot thinks he’s not going to have to pay for something that is not covered by a warranty?
Seriously, NO computer company would fix this under warranty because it simply is not covered.
I side with Apple because there are too many people expecting too much for something they didn’t pay for.
Ok,this is riduculous. For one, i build my own computers, but if i spilled coffee all over my computer and it shorted my motherboard, I would feel like a jackass. And i surely would not call ASUS and demand that they replace it Knowing full well that 1. the product is fine, and 2. I SPILLED COFFEE ON THE THING!.
Dont buy expensive products if you are not responible with them. Duh, this is obvious.
What if he stepped on his laptop instead? Should steve jobs replace that too? Or better yet, everyones broken screen?
I have been a loyal consumer of Apple products, having bought a 24 inch imac (AUD$3100) and its video ipod (S$500). I was even contemplating the iphone. Thank god i didn’t get the iphone for now, i will NEVER purchase Apple products nor advise my friends to do so EVER… In recent conversations with Apple customer representatives from Sydney, Australia, I have gathered and agree with the statement that “APPLE DOESN’T CARE ABOUT IT’S CUSTOMERS”. Well, at least it seems so, due to its complacency in handling distressed calls for after-sales customers. I was utterly disappointed/disgusted having spoken to both, a customer relations officer, and the CR manager to find that they were both ill-trained, sarcastic, defensive, seemingly given too much authority or perhaps lead into thinking that they have a given amount of authority to make decisions, that they abuse their empowerment, smoke the clients and mishandle the customers such that things escalate to an extent that could prove to be detrimental to the image and brand of Apple. One WOULD expect the service of Apple to be one which was as attentive the one you received when you chose to purchase the product… However, to my dismay, it was the exact opposite. Given Apple’s PREMIUM branding, I am shocked to discover its rigidity in policies and ill-trained customer service officers. My advise to current Apple consumers and potential Apple IMAC consumers out there? Do take note of the your IMAC warranty expiry date and do purchase an extended warranty before expiry. Because there is NO GOODWILL whatsoever your circumstances (even if your computer & receipt is being shipped overseas for your relocation abroad or if you were simultaneously on a holiday, much less if you could produce proof of all the above), Apple will NOT allow you to then PURCHASE an extended warranty. And should you be in that predicament, note that you WILL only be allowed ONE technical assistance. From there on, there will be no further technical assistance and you will have to FORK OUT $40 per month for PHONE TECHNICAL ASSISTANCE. This brings me to the point where i reiterate that i will NEVER EVER, purchase or support Apple in its products and help boost its profits again…Oh yeah, i will also never advise friends and family to purchase Apple products again. I’m boycotting Apple for good. Aside from aesthetics, in my opinion Apple’s PREMIUM pricing just doesn’t justify its after-sales service AND warped policies to charged more after sales support to customers.
Apple support so far…scince 2005/6
I am writing you in hope to get a resolution to this ongoing problem. I have a case open since beginning of 2006 when I first installed 10.4 server. I work for a school in San Diego and we bought multiple copies of 10.4 server. The problem is that the print quotas advertise in 10.4 won’t work at all and they are also advertise in 10.5 server and guess what they don’t work in 10.5 server either. I’ll keep it short one last thing you are selling a product that does not work as advertise, I am surprise that a class action law suit has not been started on this. I hope to have a resolution soon we have lost money by purchasing your product why? It’s does not work so we gave you money and got nothing back second since your tech support has done nothing about it we have lost money from all the toner and paper wasted.
Jose Cerna
——————————————————————————–
From: Cerna Jose
Sent: Fri 4/4/2008 11:19 AM
To: Joshua Rude
Subject: RE: Print Server
Josh when I called today they gave me this case number new 95283515.
Jose Cerna
—–Original Message—–
From: Joshua Rude [mailto:rude@apple.com]
Sent: Thu 3/27/2008 1:57 PM
To: Cerna Jose
Subject: Re: Print Server
Do you remember the name of the AppleCare Rep. you talked to?
On Mar 25, 2008, at 2:15 PM, Cerna Jose wrote:
> Josh I called them again and this is what the engineer responded.
>
> The printer drivers are the problem, apple cannot be responsible for
> manufacture drivers (HP).
>
> Let me give you an update of what I have discovered.
>
> If you use any of the manufacturer drivers (i tested all major
> brands HP, brother, etc) on the client and the server this is what
> happens:
> Client and Server – print quotas don’t work at all and you cant use
> special options like print form manual tray
> Client only Server Generic driver – print quotas don’t work at all
> and you cant use special options like print form manual tray
> Client and Server Generic driver – print quotas work and you can
> send jobs to manual tray, but we still have the problem that it does
> not count the number of copies.
>
> I asked to be given a new case number and i was Denied. He said he
> was going to try to continue work on the print quotas using Generic
> drivers only. I am afraid using a generic driver cause other problems.
>
> To me it is irrelevant that the manufacturer drivers don’t work
> because none of them do, at least not one that I could find. Do each
> manufacturer need to make an specific driver just so apple’s print
> quotas can work? I would think that apple being the ones making the
> print server application would have tested and worked around the
> manufacturer drivers.
>
> I know that the workaround in 10.4 is to use appletalk but that’s
> not an option for us. I need to use LPR or IPP and SMB for the
> windows clients, I have not had a chance to test the quotas using
> windows clients so I guess I should. I will keep calling apple care
> to get updates I’ll keep you posted if you can please escalate this
> it will be help full.
>
>
> Thank you
> Jose Cerna
>
>
>
> —–Original Message—–
> From: Joshua Rude [mailto:rude@apple.com]
> Sent: Tue 3/25/2008 11:22 AM
> To: Cerna Jose
> Subject: Re: Print Server
>
>
> The quota, not counting copies, issue for 10.5 server requires a new
> case. AppleCare would like for you to contact them.
>
> The previous issue Quotas not working for LPR queues was resolved in
> 10.5. Engineering has not addressed the issue under 10.4.x . The
> workaround in 10.4.x is to use Appletalk instead of LPR.
>
> Please send me the new case number for the counting copies.
>
> On Mar 14, 2008, at 9:56 AM, Cerna Jose wrote:
>> Print Server:
>>
>> 10.4- Print quotas never resolved
>>
>> 10.5- Print quotas work but only if you sent the jobs one at a time.
>> Example – Quota is 10 pages, I can send a multiple jobs that are one
>> page each and when i sent ten jobs my quota would be reach
>> (1×10=10pages). Or I can send ten jobs all 1 page each but ask for
>> 100 copies of each job and my quota will reach only after i send the
>> 10th job (10×100=1000pages) so the quota is working but it does not
>> take into account the 100 copies asks it counts it as one page.
>>
>> Can you please send me the information on getting the iBooks to wait
>> longer to logon so they get all information from the server and also
>> do you know of a way to manually connect to a windows shared
>> printer. I can do this in10.3 and 10.4 but not 10.5. Thank you for
>> all your help Josh and I am sorry to keep going back to you about
>> the print quotas but now more than ever we need to conserve
>> resources and our principle does not like that we paid for this and
>> we can’t use it.
>>
>
> –
> Joshua Rude
> Senior Systems Engineer: ACTC, ACSA
> K-12 Education
> Apple Inc.
> 1.760.476.9879
> E-Mail: rude@apple.com
>
> Macintosh. The shortest distance from inspiration to reality.
>
>
>
>
>
–
Joshua Rude
Senior Systems Engineer: ACTC, ACSA
K-12 Education
Apple Inc.
1.760.476.9879
E-Mail: rude@apple.com
Macintosh. The shortest distance from inspiration to reality.
water repair damage usually costs $755. it’s usually the logic board that needs to be replaced, sometimes keyboard problems as well. you can get the original logic board repaired at much cheaper prices, but that will void your applecare warranty.
Learn how to read email headers you farkin dumbass. The Gmail address is the TO ADDRESS.
How do morons like you even get on the Internet?
So one customer emails Apple about self-inflicted damage which is difficult to repair that the company in no way covers, someone emails back—keep in mind they had NO obligation—and now “Apple” doesn’t care about an implied “all” of its customers?
Fail, guys. Massive. Any chance you can turn the sensationalism down at least one notch (or two!) from 11?
Completely opposite experience. Have never dealed with a better customer support. My MBP has been buggy since the very first day I had it. 7 months after warranty expired, it is suffering from the original problems my computer suffered at the beginning. What is Apple doing? Recognising their fault and fixing it (second time!) for free when warranty expired. I think that no other company would do that.
And BTW guys, keep water//liquids far from your MBP please… If you cannot understand that this machines are reeeeeeaaaaaally complicated and a glass of water could just convert it into a nice brick, go buy an Acer or Lenovo or Toshiba…. Theren are plenty of options! And I say this because i opened several of them (apple mb, mbp and other laptops)…
2nd BTW, to me, 300$ to repair the liquid issue is not an expensive thing: a friend of mine had to pay double for the same. Assumed his fault, did it and now he has a nice a brilliant MBP…
I recently endured a small amount of water damage to my Macbook as well, and all of you thumping your chests and acting high and mighty about keeping your computers safe really need to shut up for a moment and consider that human beings make mistakes. The tone of the guy’s letter is very reasonable, even if his request to have the computer repaired for free are not. I would expect to pay for such things, but I find the response letter to be very cynical and rude. I say this because Apple currently wants to charge me over $1200 to simply INSPECT my computer, not even fix it. Companies should not treat their customers like parasites, even if they are not always completely logical in their complaints. It’s simply business.
what do you expect with water damage??
but it’s true that apple doesn’t care about it’s customers. i was an apple customer for 20 years and bought 2 faulty mac books last year(if you got a problem, suck it up).
apple may still have an independent, youthful, artsy vibe, but really, it’s corporate hell at it’s best.
Hey Mr without a name!!!
This is to say you should stop complaining about Apple.It is indeed the case that when a mac gets damaged by water or break it is so hard and expensive to repair. but you can also think that a mac lasts many years more than PC’s. PC’s are so shitty I cannot imagine working in such a horrible and cheap environment.
Afterall, use your insurance and the 300$ and get a new one. What the heck? Be more flexible and stop being such a nerd. The computer did not fail you. You failed your computer. Sirry but true.
I just took my macbook pro to an apple store after a liquid spill. The apple store rep(whom I had to make an appointment with three days in advance)told me that it was a tier 4 liquid spill and gave me a quote totaling $1500. The initial price of the laptop was in that area anyway. After not getting any real information other than the price of a laptop, and sounding genuinely sorry for me; and after reading the simply polite to say the least email from the customer and reply from the apple representative, I would have to agree with link that I clicked to get here: apple does not care about it’s customers
Fuck, I spilled water on my computer. I guess I should send an e-mail and get a replacement.
LAPTOPS DO NOT WORK THAT WAY
I recently purchased an iTouch to use at the gym. With the use of an armband to protect the touch it stopped working after its 3rd trip to the gym with me. After being sent away for a diagnostic on what when wrong it was found water damage was the culprit. There is not a warning on the box or website letting the user know that sweat will damage the product. Instead as part of promotion of the touch you will see people dancing and running with the touch implying that this is what the touch is made and intended to be used for. I am a University student who saved up to buy this product and after the service and rude treatment I was shown over the phone from your company I never intend to buy another Apple product again. Further I intend to put up fliers around campus and up at the gym to allow people to know what can happen if you wear this product at the gym or under any circumstances that the body will sweat. There should be a warning on the box allowing the buyer to know that this is not covered by warranty.
Please, Dell, Apple, HP they’re all useless… Apple supplied me with a machine that caught fire and burnt a desk, replaced it with a machine in which the HDD failed. Dell supplied me with a laptop without a cooling fan which overheated and melted… took them 25months to replace it with a machine without ram or wireless card
AWESOME! HP supply me with a £1000 printer which won’t EVER accept a sheet of paper without jamming, they replace it… actually they were pretty good!
Apple has GREAT product but their after sale support is terrible. I was clearly harrassed when I tried to get my iPod fixed when the connection to my charger (third party), my car (third party), and my bose doc stopped working. However, the ipod power charge did work. I explained my issue and despite my repeated attempts with the service rep (in store) they refused to acknoledge the problem and explained it worked with the Apple charger. I told them I purchased the Bose from them (they had to verify my records first) so why not test it with the one they have in-store. Finally, after getting very upset the finally agreed to test it…IT DID NOT WORK. Now they acknowledged the problem. However, my Apple Care was not showing on my account. So once again they would not replace it. Fortunatly I had the original receipt and Apple Care box at home. I then called Apply Care (800#). They verified my records were messed up. They said it would take a few days to resolve and would call me back. Then I could go back to the Apple Store to have my Ipod replaced. A week later no phone call. I called and Apply Care said their was no record of this discussion…AMAZING. I was once again assure it would be fixed and the Apply Care Rep was going to send me an email note so I could provide her the Registration Number again for the Apple Care Program. No note and today is Saturday and no one can now help me till Monday. They poke lots of fun at Microsoft but I can tell you Microsoft has a much better support process (don’t lose records and follow-up) then Apple. More so they never make you feel like an idot when you come to them with a problem. They work with you, listen, and then trouble shoot. Apple In-Store personnel will either try to avoid resolving your issue or make you pay for the service even when it is within the terms of the service agreement you purchase…..GREAT PRODUCTS BUT TERRIBLE AFTER SALES SUPPORT.
I had a dud HDD in a 12″ Powerbook years ago. Called Apple and got the some old “cash me up and we’ll think about it” routine. Researched the MO and opened that baby up and replaced the HDD in about 20 minutes. Cost me $79.99 for HDD, tools and beer. Faster drive too, up from 4200 to 7200rpm.
You realise when you open up a mac laptop how expensive the design process must have been, and how basic the components are to compensate. Crack open an Air if you’re keen on design. I’ve never bothered with their service, it’s too expensive.
Thinking back, that PB was rendered obsolete by a new model about two weeks after I bought it. Gutted. Not the last Apple I ever owned but it soured my involvement with Apple as a consumer. I do love OS X though, it kinda does what it says on the tin.
Did anyone still think all electronic product and water is best friend? even they been saying on the laptop warring label that do not operate this product in water. Ofcause the warranty don’t cover the damage. If I drop my iPhone on a boat trip, I won’t expect the warranty will cover it since is water damage. Next time, but insurance on it as well if you have that many water accident. Also, get a tough book if you like to swim with your laptop.