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Review 10/21/2010
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I had a terrible experience ordering 2 new computers from Apple. I spent a total of $4567.00. The next day I get my daily balance notice from my bank with an additional charge from Apple Computers for $762.32. I call Apple and after being placed on hold for around 20 minutes I get connected to Caesar. Who acts like this happens everyday and its nothing to worry about. Its only $762. He says he will send in the papers and get it corrected. I asked why it happened and he replied "don't know, looks like our fault though." I take this on the chin and move on. Another 2 days later there is an announcement from Apple that they upgraded software that comes standard on all new Macs. I call in to ask if I can get in on the software upgrade since I had just purchased 2 systems. The "customer service specialist" knew nothing of customer service. I was told I would have to purchase the new upgrade unless I wanted to return the systems and start over. I asked to speak to a manager, which did not go over well. After 50 minutes on hold I talk to a manager that was as useless as the first lady. The moral of the story is I canceled my order of $4567.00 because they would not budge on a $12 software upgrade. Great business model.
Update Nov 2nd
Here is the BS response I got from Apple not even acknowledging my issues
Company's Initial Response - Posted 11/02/2010
Thank you for your recent correspondence to the executive offices of Apple regarding the above reference customer. The following excerpt from the Apple Sales and Refund Policy is available at http://store.apple.com/Catalog/US/Images/salespolicies.html#topic-9: “Custom-Configured Product Apple offers certain products that may be custom-configured to your specifications. Please review your order carefully. Once your custom-configured item has been prepared for shipment, it may not be changed or canceled. The following excerpt from the iLife ’11 Hardware Up-to-Date Program is available at http://www.apple.com/ilife/uptodate/#terms-conditions: “Customers who purchase a qualifying new Mac computer or an Apple Certified Refurbished computer from the Apple Online Store between October 1 and October 19, 2010 that does not include iLife ’11 can upgrade to iLife ’11 for US $6.99 plus tax. Remember your completed order form must be postmarked or faxed by November 19, 2010.” Apple records confirm Mr. Schmidt ordered his custom-configured iMac and MacBook Pro on October 16, 2010. On October 20, 2010, Apple announced the release of iLife ’11. Mr. Schmidt contacted Apple the day iLife ’11 was announced, requesting Apple provide him with a complimentary copy of the software. Apple declined Mr. Schmidt’s request, per the iLife ’11 Hardware Up-to-Date Program terms and conditions. Mr. Schmidt then requested Apple cancel his order. However, as the iMac had shipped on October 19, 2010, and the MacBook Pro was shippping October 20, 2010, the agent assisting Mr. Schmidt arranged for the return of the custom-configured systems, as a demonstration of Apple’s strong commitment to customer satisfaction. Additionally, the hold placed on Mr. Schmidt’s account in the amount of $762.32 was reversed on October 19, 2010. As such, Apple maintains our previous position of declining Mr. Schmidt’s request for complimentary iLife ’11, per the Life ’11 Hardware Up-to-Date Program terms and conditions. Mr. Schmidt has yet to return either the MacBook Pro or iMac, and Apple assumes his intent at this time is to keep the products. Apple appreciates the support of our customers, including Mr. Schmidt’s, and strives to reach mutually satisfactory resolutions to all customer requests; we apologize that we were not able to do so in this instance. Sincerely, Tim O’Neil Corporate Executive Relations Apple
Initial Response Summary
Apple maintains our previous position of declining Mr. Schmidt’s request for complimentary iLife ’11, per the Life ’11 Hardware Up-to-Date Program terms and conditions.
FYI I did return their piece of sh*t computers. BUYER BEWARE!!!!!!
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