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    Thumbs down My bad shopping experience with Apple Australia

    I am a network engineer, Iíve got two desktops and two laptops at home, and I'd always like to try new gadgets and technologies.

    I am always a Windows user, and I saw Steve's presentation for Leopard. I feel that it looks good, and Iíd like to try it.

    I had good experience with Apple customer service in China before (my ipod video couldnít start, and they exchanged a new one for me). So, I decided to buy a Macbook.

    I bought a Macbook (black one) from Next Byte Apple shop on Pitt Street a week ago, together with 3-year AppleCare (I was persuaded by the salesman) and a wireless mighty mouse.

    I went home, and played with it for several days, and I do like the way it installs applications and the Front Row application. My girlfriend was happy about it, and I even showed it to my friends, and then they said they might think of buying the 24" iMac. I also bought the 4GB memory upgrade kit.

    Then last night, when I checked Apple website, I found out they had some upgrade to Macbooks, with 2.4GHZ CPU (2.2GHZ before), 2GB memory (1GB before), and 250GB harddrive (160GB before).

    So I took my laptop to the shop today, asking the guy who sold the laptop what he could do for me. I was even willing to pay restocking fee, or any upgrade fee, or return this one and buy a new one.

    But the guy said he couldn't do anything for me, and he took me to another guy (maybe his manager, I assume). The other guy said that I couldn't return it, because I already opened the seal, and it was the company's policy (very firmly).

    Then I asked him what I could do, and he gave me a Next Byte business card and he wrote Apple support number on it.

    On the back of the business card, there is a 1300 number for the Next Byte. So I tried the number, one guy answered the phone with very noisy music background and I couldn't even hear him properly. And I got the same answer.

    So I thought, maybe that is the process, so I rang Apple directly, and I was put into the queue for more than 15 minutes (not so bad, compared to the broadband company I am with for holding me for more than an hour). The guy who answered the phone was very polite, and made me feel much better. He logged the case for me, and transferred me to customer relations. A lady was on the other end of the line, and talked very politely, and then she said she was going to put me on-hold, so she can talk to someone else, I said ok, then the line was cut.

    I thought, she might press the wrong button on the phone, and because I already gave my mobile number to them, so I thought she might ring me back on my mobile. I waited for some time, but no calls. So I rang Apple again, going through the long waiting, and then another person answered me (another 15 minutes listening to the crappy music). I gave him my serial no, and he looked through the job, and transferred me to another man in customer relation department.

    This time, the man gave me a final answer that I shouldnít contact Apple directly, and it is the shopís responsibility to deal with customers directly. Then I told him I was told to call Apple by the shop and he said he understood but it was not his responsibility and I have to get back to the retail shop. I said so I couldnít do anything more about it, and he said yes (very rudely).

    When I purchased the laptop, the shop assistant didnít even mention anything about the upgrade, and they way they deal with me makes me feel like I am really stupid and I was fooled. Ok, then I told to myself, that is it. It is the first time I buy Apple computer, and it will be the last time as well. I will tell the story to all my friends, and will advise them to buy something with better customer services.



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    hey,if you dont want the mac, I'm here in Florida


    iPhone "2G" - 3.1.3 - Jailbroken + iPhoDroid
    iPhone 4 - 4.0.2 - Not jailbroken (yet)


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    There is nothing you can do unfortunately, Apple do this quite often (do not warn customers about impending upgrades), next time you or your friends get a mac visit www.macrumors.com and check out their update cycle buyers guide.

    This will tell you what products are nearing the end of their cycle and whether to purchase or wait for the updated model.

    Unluckily for you, you did not do enough research prior to your purchase and as a result you got stung.

    BTW Apple are not associated with these forums in any way, this is a mac hackers forum (people who buy ordinary pc's and hack them to run leopard), so if you are hoping for some one from apple to read your post and come to the party, or to give Apple some well deserved bad publicity you have posted in the wrong place.
    Last edited by Dave2003; 03-01-2008 at 04:13 AM.

 

 

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