Newsgroup: it.comp.macintosh
Titolo: Why I won't buy another Apple product

Recently, I was forced to call Apple's technical support regarding a
defective hard drive. Actually, I had two drives fail, my 1.2 GB internal
(Apple's OEM Drive from Quantum) and a 3.2GB drive (purchased from Quantum).
Both drives had crashed after backing up my data to tape (thank God little
data was lost) and I was in the middle of clearing the drives for
optimization when- whamo! Grind then click, click, click, and click... an
honest-to-God head crash.
The next day, I called Apple- and waited... and waited... Oh, BTW I did have
a support contract through work for our various WorkGroup Servers and PPC
UNIX Servers... and waited... Finally, I spoke to a frontline support
specialist who took all of my information, purchase date (the middle of
January '97- don't have the P.O.) serial numbers, and contract numbers, etc.
I told him that I felt that the drive was defective and would like to get
another sent as soon as he could because I do rely on this station for some
of my daily tasks. After he "researched" the background on my PowerMac, he
said that the manufacture date of my PowerMac was December 8, 1996 and it
was out of warranty by 32 days; unless I could prove that I purchased the
machine in January of 97 like I stated... I explained to the "support
specialist" (using the term support loosely) that the computer was purchased
on a corporate P.O. and tracking down that document would be almost
impossible. Besides, the computer was manufactured in December- and how long
do you think it takes to package, ship, purchase and deliver to me here? The
32 days might fall into that scenario don't you think? He insisted that
without the "EXACT" purchase date and proof of purchase he could / would not
help me.
So, I called Quantum. I was on the phone with an engineer within 5 minutes
(my aspect phone has a timer) he took the serial numbers of both drives,
gave me a case number and transferred me to the customer assistance
department. Quantum will replace my 3.2GB drive but suggested that I contact
Apple on the 1.2GB drive. When I told her about Apple's refusal to help me,
she was shocked and actually apologized for Apple's irresponsibility; she
checked with her manager to see if they could "extend" the warranty on the
1.2GB drive and replace Apple's drive for me. While her manager was checking
into the possible replacement, we were chatting and I asked her what the
replacement cost for the drive would be. She quoted me two prices, Quantum's
charge to replace the drive - $138.00 and Apple's cost for the drive-
$123.00. Yes, apple is putting me through all this grief for $123.00!
Her manager said that Quantum is under an OEM contract with Apple and
legally can't replace my drive. Quantum did give me an 800 number to Apple's
customer relations hotline to handle special disputes and could only wish me
"Good Luck." (Quantum FedEx the drive in 2 days- Free) <--thanks Quantum!
I called Apple's customer relation and waited... and waited... and 56
minutes later I finally spoke to a gentleman who again took all of my
information S/Ns etc. I explained what the Technical Support department had
told me and I felt that the drive should not have failed 32 days after the
warranty had expired. I also explained that I went to Quantum for help and
they agree that the drive was defective but under contractual agreements,
could not help me. He then took a rather aggressive position and refused to
replace the drive. He finally went to speak to his manager to see what can
be done. Later he came back and said "since we (Apple) doesn't have an
official technical evaluation of the drive, I will have to take my computer
to an Apple Authorized Repair center and have the drive serviced. Then I
should send a copy of the repair slip and cost to the Customer Relations
department. At that time Apple will review the results of the repair and
will submit a Declaration for Warranty Extension and if it is accepted,
Apple will extend the warranty and will refund my cost for the drive."
Again, ALL OF THIS FOR A $123.00 DRIVE! It will cost me 3-times that much to
get a technician to just open the computer and look at it!
It appears that Apple has turned against the very people that have defended
the Macintosh all these years. I am saddened to the fact that Apple has
abandoned their ship, taken all of the lifeboats, and have left the "little
people" to go down with the ship. I am not stupid; I have seen this disaster
slowly approaching and though painful, have purchased a lifeboat of my own-
a PC. I will not drown, I will not sink- I am a survivor. Apple may not care
about my problem; Apple may never hear about the "little people" who have
perished from its other grand disasters (customers of Power Computing, Umax,
etc.) but, I know one thing- soon, thousands- maybe millions will have read
this injustice from Apple. Apple has lost a loyal customer and probably can
afford not to care. But, in the long run, this letter will cost Apple much
more than $123.00.

I know exactly where you are coming from.  I've owned an Apple for about
five years now.  They have to be the most unreliable, unresponsive company
out there.  I have basically decided that the next computer I get is
destined to be a PC for two reasons : no.1 : NOBODY owns Macs anymore.  I
swear, I am the only person within a ten mile radius with a Macintosh.  and
no.2 :  Macintosh software is IMPOSSIBLE to find.  No store carries it.  I
went to a mall in Huntington, West Virginia. Must have been twenty software
stores.  No Macintosh stuff.  Figures.  Macintosh has the better computer,
but they are just too damn dumb to know it.  When was the last time you saw
a Macintosh commercial on tv?  They have basically accepted the fact IBM is
going to kick their ass.  They don't even fight it anymore.  Well, if they
don't care, I don't either.  PC, here I come!
bal...@eurekanet.com
Steelers in '98!

 wrote:

Contento lui... Sarebbe stato più intelligente cambiare lo Stato di
residenza.. ;)

 
(Remove the hyphen! Spambusters at work!)
Boycott Micro$oft! Visit 
http://www.vcnet.com/bms/

don't care, I don't either.  PC, here I come!
What are you doing on a mac newsgroup then? Yought to spend your time and
your energy on trying to make work Win95... buy a PC, "everyboddy has one"
so what? I prefer a Ferrari than a common car even if there are not many
Ferrari shops....