April 19, 2006
Is the shine off Apple’s customer service?
Posted Apr. 19, ’06, 1:32 PM PT by Dan Moren
Category | Business
Customer services woes with Apple are nothing new to us. But what makes incidents like the following especially egregious is that Apple doesn’t correct, or even really admit, that the mistakes are their own fault, instead shifting blame to their customers.
So, here we have Dan (no relation), who tried to return a iPod case at the Apple store for gift credit. Dan goes to the online store to buy the case he wanted, but he’s a dollar and change short, so he charges the excess on his credit card. So far, so good.
Only, as it turns out, Apple bizarrely charged his credit card the cost of the case and put the extra $1.32 on his gift certificate. Brilliant. To compound it, the customer service rep Dan dealt with was, shall we say, less than helpful.
I told her that I would be disputing the charge on my credit card, because I never authorized Apple to charge more than $1.32 to my card. She promptly told me that she didn’t really care. I asked for her name, she refused. I asked for her supervisor, and she hung up on me. I reversed the charges on my credit card, then cut the gift card to shreds and mailed the pieces back to Apple headquarters along with a letter very similar to this one.Smooth, Apple. Very smooth.
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That's too bad. I've also had some similar experiences, with some .mac questions I've asked. They pretty much tell me it's my fault for not deleting cookies regularly ?? Oh well...