Murray Park Dental is the best dental office in the Salt Lake City area, located in Murray across from the large IHC hospital. They do general family dentistry. My husband, Dr. Adam McLachlan is an excellent dentist, and I really mean that! So if you live in the Salt Lake City area, and need a good dentist, give him a call at (801) 263-1632. Tell him you got referred by this blog post. http://murrayparkdental.com/McLachlan/
NOTE, (February 2009): This blog post is a big whine about apple's customer support. Since writing this I've decided that all tech companies have less than perfect customer support, so I'm no longer upset about Apple's level of support. In fact, I've had several good experiences since this post. Since this post seems to get the most visability on search engines, I shall use the top part of the post to plug my husband's dental practice, as above.
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This is a copy of a letter that I have sent to Apple concerning my poor customer support experience with them:
Re: Very poor customer support at Apple Store with iPod
To whom it may concern,
I am writing to make you aware that the customer support I have received at an Apple Store is completely unacceptable and that this treatment has made it such that I will not buy another apple product.
I have used a university owned iMac and a Titanium in my laboratory during my PhD program for the last 5 years and have been mostly pleased with the performance of these computers. We have in-house technical support, so any issues I have had are quickly cleared up. Ten weeks ago I was given an iPod which was purchased at Circuit City. I used my iPod for only eight weeks until the screen stopped working for absolutely no reason. I followed the instructions given on the apple.com site for such a problem. I rebooted the iPod, this failed. Frustrated, I then tried the next step which was to re-install the software. This was frustrating since the majority of hard drive space on my work desktop computer is used for work-related storage, so my collection of CDs I had been encoding into aac files could not fit on the desktop hard drive. I had been transferring my music in increments to the iPod, then deleting what was on the desk-top hard drive. In re-installing the software all of this was lost (which I understood would happen upon re-installing). However, the re-installing of the software did not fix the iPod screen, and seeing I was within the 180 days of warranty I knew the next step was to get a replacement from Apple
I had been using the iPod primarily to listen to an audio book for a class I teach, so rather than send the iPod into Apple and wait for the turn around time, I chose instead to take it to the closest Apple Store so I could receive instant assistance. I called Apple Store Mayfair (Wauwatosa, Wisconsin), which is an hour and a half drive away from where I live. I told them my technical problem and they told me to bring it in and they would swap it out right there and that they close at 9pm. Unfortunately I did not get the name of the person at the store who told me this information.
Several days after calling to confirm that I could have my iPod taken care of at the Apple Store, I made the time to travel into Wauwatosa. (This was Friday Feb 11th). I drove to the Apple Store with the broken iPod. I got there at 8:35 pm. The store had at least 6 or 7 salespeople on the floor helping only a few customers. I approached the sales counter and told the worker what I was there for. He told me “I’m sorry, the Genius Bar is closed.” I asked him what the Genius Bar was, and he condescendingly explained that it is the tech support area. I told him I had been told that I could come in by 9pm and my problem would be taken care of. He insisted the Genius Bar was closed and that no one could help me. He pointed out that the man at the Genius Bar was swamped with helping other customers “who had made appointments.” After some discussion I learned that a customer is supposed to make an appointment at the “Genius Bar” and that there was nothing he could do. I had not been told when I called the store about the limited tech support or that I had to make an appointment, the worker had just told me to come in by 9pm.
I went to the Genius Bar and spoke to the man working there whose name was Scott. He was polite (unlike the first man I had spoken to) but insisted that he could not help me because the computers closed down at 8:30pm and that he would be staying late anyway to help the people who were still waiting to have their lap tops fixed. I told him that this was unacceptable, that I had driven in from Madison, and that nobody had told me when I called the store that I needed to make an appointment. All that needed to happen was to swap the iPod. I had my receipt with me to show that I was within 180 days of warranty, which Scott did take a look at. (Ironically even this was a problem because apparently my iPod had been returned to Circuit City prior to my friend purchasing it. The serial number of my iPod, which must have been entered in by the customer that had that unit before returning it, came up as being beyond the 180 days of warranty service. Scott was helpful in that he made a note online that he had seen the receipt and that the unit was with 180 days of purchase). Scott said he was sorry and that that was all he could do to help me. He called over a salesperson to help me on the computer to get a box sent to my apartment so I could send in the iPod, the exact same thing I could have done from home (save faxing in a copy of the receipt). Scott called over a sales person to help me fill out the online form. The sales person’s “help” consisted of him bringing up the web page and then walking away. I had to go and find him twice when I had questions about the online form. I left the store shortly before 9pm and had to drive the hour and a half back home having had one of the worst customer experiences of my life.
As a contrast to this experience, that same evening, on the way into the Apple Store, I had stopped at the Sprint PCS store in Madison with my sister since her cell phone battery (purchased 8 months ago) had begun leaking. She showed the sales assistant the battery, and with no questions asked he took the phone and installed not just a new battery (since they did not have any identical batteries in stock), but a more expensive extended life battery. We were out of the store within 4 minutes. (And cell phone companies are meant to be notoriously bad for their customer support)! The contrast between the two customer support experiences of that night made my Apple Store experience even more frustrating.
I am about to start writing my PhD dissertation and had decided to buy an Apple laptop so as to be easily compatible with the computers in my laboratory. This experience has soured me on Apple and I am now looking into buying a PC rather than an Apple. Apple may have cornered the market with iPods, but if the customer support doesn’t improve, I think, in the long run, Apple will lose customers of their other, more expensive, products.
I will be posting this letter on my blog.
Julie Eggington
Case Number ********
UPDATE: It's been 13 days, and the return packaging box that Apple Store told me would be overnighted has yet to arrive. - IT WAS DHL EXPRESS AND MY FRONT OFFICE THAT MESSED THIS UP. THE BOX WAS OVERNIGHTED, BUT WAS DELIVERED TO MY APARTMENT FRONT OFFICE WITH NO NOTIFICATION TO ME. I must have bad digital music karma. Maybe this is pay back for all of my Napster free downloading days.
UPDATE: Michelle has made a very valid comment (see comments) that I shall have to weigh in my apple anger...
UPDATE: March 3rd and new iPod arrives. Very happy. All in working order.
UPDATE: November 2005. 1 year after original purchase of original iPod. Battery test proves that battery on replacement iPod (now 8 months old) is less than 50% of that of it's garaunteed level. Still within warrenty, sent in for replacement. New iPod arrives. Paid additonal $20 for extended warrenty. Had to make three more phone calls to fix the clerical error Apple made in the extended warranty. Brilliant customer service model.
UPDATE: January, 2009. I extended the warranty of my original iPod and ended up replacing a total of three times. Once for the screen, and twice for the battery life. Then the warranty ran out and the battery was slowly decaying. Then several months ago I lost it, or it got stolen, or something. Whatever the case, it is gone. I weighed my options, and decided that I still like apple and iPod enough to stick with them so I bought a second hand iPod 30GB classic that's 18 months old. The battery life if fantastic!