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
Delivered-To: xxxxx@gmail.com
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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
CSShock HAS A ROTTEN CORE
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youre an idiot, apple isnt gonna pay for your mistake
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I think the response is totally reasonable. I you spill something on your computer then you need to get a new one. It is not the responsibility of the repair center to, hopefully find and replace every affected component in the unit. If there is a foreign substance on a computer then it is junk. It is not fair to subject some technician to deal with this type of unknown. What if the liquid is really cat piss and it is on every component in the machine?
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Wierd. I had a damaged HD on my MacBook. I called up Apple about it, and I had a fixed computer in three days. Best Customer Service I’ve ever had. Best computer I’ve ever had.
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The customer isn’t always right. Business owners find that if they support their customer service reps and allow them to handle their job sensibly rather than putting the customer on some untouchable pedestal and always usurping to their sometimes unruly demands. This results in a more productive and enjoyable work experience for the reps, as their employer has their back and they don’t have to spend all day getting pissed on by stupid customers.
Although the response the rep gave was a bit impolite, I tend to agree with the substance of the comment. Take the time to read your warranty when you buy the product rather than getting upset when Apple does something that they state they will do, and that most other companies would do as well.
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If I find you, you mtherfcker, i will make you pay big time. you big sissy. momma’s baby. i hate you. you are gay fuggat.
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STOP BOTHERING THE CEO OF A MULTI-BILLION DOLLAR COMPANY!
Seriously, It’s the sense of entitlement that the customer has that is the problem. You cause a problem, you have consequences. You have a bump in the road with your consquences and now you think you are entitled to a direct reply from the CEO. Give me a break. Ever heard of asking for a manager when you are on the phone with someone who can’t help you?
Oh no, I will just email the CEO.
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I call BS in that the guy who had the MacBook just wants a free MacBook.
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ROTFLMAO!!
I love this. Apple is one company that has a soul, even if it the brutally honest soul of Steve Jobs.
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They’re getting arrogant as fuck…and this coming for a longtime mac user.
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It seems to me that someone who really wants his computer fixed would understand there is no way for someone to “estimate” the damage caused by water. If you want it fixed, pay what they charge.
I once needed a fountain pen fixed. Sent it to the company, they sent me my pen, fixed and with a bill. Did I know what it would cost ahead of time? No. It was an important “tool” for me in my work and I was willing to pay what it took to get it fixed.
Generally speaking, I think most of the people who have responded to this apple email with “horror” need someone to point out that it looks like they are looking for someone to get mad at besides themselves.
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While I can understand why their standard warranty won’t cover this–I don’t understand why Apple would respond with something so snooty. It certainly helps feed stereotypes that many already have of Apple.
Actually, there are plenty of warranties that WOULD cover water damage–but they cost a premium. Dell CompleteCare covers accidental damage–including water:
http://www.dell.com/content/topics/global.aspx/services/client_support/completecare_svc?c=us&cs=19&l=en&s=dhs&redirect=1
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…has anyone verified the email headers? Anyone or their mom could spoof that…
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I love this respond. The facts is this idiot soaked his machine. Why on earth should the manufacturer even consider helping for free. It’s one of the problems these days.
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It is truly astonishing to see the fanboyism to Apple, and the others who can’t comprehend what is going on with the situation, yet they make a rash comment downing the Consumer, rather than coming into terms that Apple’s CS is not so Peachy Keen. Of course no one can say for sure that this is real or not real, except the consumer and Apple themselves, but if I were to look at the scenario as it is described above, IMO 100 percent blame goes on the Apple. Why you may ask? The Consumer contacted apple to get an straightforward answer, about trying to get his Laptop fixed, but it took 4 different calls to get such a straight forward answer, that alone is a no no in the world of Customer Service/Retail world. To add more salt to the wound, the consumer contacted Steve Jobs, and got a doosie of a response back. If Jobs could have simply stated that the guidelines of their policy is what they follow and called it a day, but instead a nasty response is what the consumer got back. So if the consumer does decide to detest Apple, it would be rightly so IMO
Also for those who say its his fault, read the damn article, the costumer clearly states that he knows its his fault, and that he just want to know why it take 4 different calls to Apple’s CS to get a straight answer, and why should he have to pay 300 dollars for something that’s not guaranteed to work. Which are 2 very respectable questions, that are worthy of an answer, unfortunately he didn’t get such answers.
Lastly before any of you try to negate what I just posted, most companies charge a inspection fee, in which you pay like 50 - 80 bucks to find out what is exactly wrong with the product and then gives you an estimate of the cost willing to fix it or if its even fixable. This is exactly the reason why, it is not fair to pay 300 bucks for no viable result, that IMO is a scam, and apparently it is to the consumer as well.
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While, I find the answer, well as said comical I have great experience with how Apple treat it’s customers. A while ago I got my old first generation macbook swapped without any charge due a malfunction of the computer, and that even that the warranty had expired (couldn’t afford a apple care protection program.)
I think that Apple do really care about it’s customers, all of my friends that uses apple have great experiences in dealing with broken stuff, but I think that all major companies have times like this with the customer care.
Also, in a way, due that he spilled water in it, I don’t think that is unacceptable for them to take out a fee for looking into if it can be fixed, this is the case with most companies if there isn’t a warranty errand.
Sure, you could debate all night about if the price is reasonable, or not.
And no, I don’t like that particular response they gave on that, probably some smarty pants over at apple.
And at the end of the day, he was saying that he was willing to pay for them to look into the matter. Sure, it’s some cash but also having someone looking into it would also cost.
Perhaps he should pay a visit to a local apple premier reseller, they can often repair stuff if they are licensed to do so, and perhaps they will look at it for a lower price.
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Get the accidental damage coverage from handling from Square trade and they will fix water damage, albeit with $50 deductible. I saw a full grande latte go all over a three month old laptop and they replaced it -$50.00, which was blessing because the day the check arrived the same laptop was on sale for $500 less than the original price. My wife dropped her ipod in the bath, replaced -$50 but for another $50 we upgraded to th 160gb
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I’m sorry but this user is an idiot.
After over 17 years in support of technology and working with people and computers I am never surprised anymore by what people expect.
This chowderhead spilled water on a system and wants Apple to spend time trying to guess what damage it costs for NOTHING. Don’t think so.
ALSO.. If TBGR thinks this loser’s expectations are reasonable THEY should send him a replacement to reward him for being stupid. This will insure he continues his asinine behavior.
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This is funny. I spilled water on my ubuntu laptop and all that broke was the keyboard. Sorry to hear your Apple that cost six times what my PC cost, is no where near as well built.
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Write English better.
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I’m pretty surprised to see that people find “Steve”’s reply inappropriate. Seriously, if you cannot afford to have repairs made, don’t put our laptop in a situation in which repairs would be needed. The “wah-wah” response that I’ve seen in reaction to all of this is pretty confounding. How is it Apple’s responsibility to diagnose for free? It’s a business. Apple is no more your “friend” than any other company. This attitude of entitlement is pretty ridiculous. I own a MacBook and have had to bring it in for repairs several times. I don’t blame apple for the cost of the repair, because it’s my laptop and my responsibility, not theirs. This is capitalism.
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In Germany (yeah, we got laws to protect consumers! well..its a ’social democracy’ not a corporate oligarchy…) only cutthroats would not count repair estimation cost against the actual repair. In this case it would usually mean all 300$ would be counted towards any repair up to 300$ and in case it would be more expensice the consumer would get contacted and informed and only in case of no repair wanted would the company legally entitled to keep the money.
But yeah, Apple is aiming at monopoly anyways so.. what do you expect?
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In no way was that a response from Steve jobs. A lot of Steve’s work for apple and I’m sorry but Jobs doesn’t have time for issues like this.
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please see the comments digg
what was this guy expecting?
the comment that best describes this scenario:
Dear Mr. Ford,
I crashed my car, it was entirely my fault. Can you please take a look for free to see if it can be fixed?
Sincerely,
Your customer.
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This story sounds fabricated. I am not buying it.
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