[DEMUG] jumping thru Apple's hoops for warranty repair

[Adam Bewsey]

Michelle,

Perhaps you should have planned for this a little sooner, knowing you  
would be away. Apple has streamlined the "shipping process" for their  
customers benefit. You just happened to throw a wrench in the works.  
I utilized AppleCare numerous times, and I'm always amazed at the  
smoothness & expediency with which my repair is handled. The  
"specially crafted" box arrives in a day, tape is provided,  
instructions, and I've often given it to the Fed Ex/DHL etc carrier,  
right on the spot. Apple has this down to a fine science, and in this  
case you should have done it their way. There system and policy in  
this case, protects you and Apple and is designed for the purpose.

Have a great holiday!

Adam
On Dec 18, 2007, at 1:43 PM, Michele Stapleton wrote:

> I have a 30" cinema display, I paid close to $2k for it, and have had
> recurring minor problems with it since I purchased it, but it is
> still functional on a day-to-day basis. I still have plenty of time
> on the warranty, so  I decided that I wouldn't ship it off for repair
> until Christmas, when I knew I would be out of town for over a week.
> I figured that would be an ideal time to  have it gone since I
> wouldn't be using it anyway.
>
> I called this morning to get the address for shipping as I’ve leaving
> town tomorrow morning, and after three hours on the phone and going
> thru at least four different people, I FINALLY got someone who was
> willing to give me the address. Oh My Gosh.
>
> I just can't believe what a production was made of this.  I have the
> original box it was sent to me in, but the original call taker, his
> supervisor and the customer service rep after him insisted that they
> have to send me a box for shipping.
>
> The response I kept running up against was THAT IS OUR POLICY.  I
> explained until I am blue in the face that I have the original box, I
> am willing to pick up the complete cost of shipping, I want to send
> it FedEx, but still they were a stone wall. They wanted me to wait
> for their box which obviously wouldn't arrive until after my one week
> shutdown so I would come back from my shut down ready to get back to
> work and the first thing I’d do was ship off my monitor. No one
> seemed to understand the importance of shipping the monitor now so as
> to minimize the time I would be without it.
>
> I am flabbergasted. My assistant (who is overhearing my side of the
> conversation) hit the nail on the head when she said "I would never
> expect this out of Apple.”
>
> The fellow who was in customer service was the worst. He said their
> warranty would be invalid if I didn’t wait for their box and an air
> bill. So, while I was on hold I went and read the warranty which says
> ”and if you no longer have the original packaging, Apple may send you
> packaging material.” http://www.apple.com/legal/terms/repair/
> naonlinerepair.html  When he came back to the phone, I called his
> attention to what I had found, and his response was “that’s not in
> the warranty.”
>
> He also said “We have to pick the shipper. If you pick the shipper
> and the displays arrived damaged in shipping, we can’t be held
> responsible.” I said, “yes, you are right. If I pick the shipper and
> it’s damaged in shipping, I’m left to go against my shipper.” Plus, I
> will insure it anyway.
>
> ARGH.
>
> I finally said “All I want to do is ship it before I leave town in
> the morning. If you could let me use my own box and if you insist I
> use your shipper, if you could find a way to get me an air bill
> today, either as a pdf attachment to an e-mail or a fax, then that
> will allow me to get the display sent. “ I stood firm that this could
> be done today and finally a fellow was willing to give me all the
> information I need to write on an air bill.
>
> Three hours.
>
> I guess I just wanted to rant and to warn folks who might be shipping
> in products to leave yourself plenty of time to jump thru Apple's  
> hoops!
>
>
> Michele
>
> -----------------------------------------------
> Michele Stapleton, photographer
> BRUNSWICK, MAINE
> http://www.MicheleStapleton.com
> http://www.MaineWeddingPhotographer.com/
> -----------------------------------------------
>
>
>
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