What's your experience with apple support?
Well I have been having an issue with a thing and so I called apple to ask them about it, now I had always herd that there support people where very nice.
I was greeted by a very unfriendly man who told me that what I was doing was impossible and that the fact my local atmac store had done it was untrue and if it was true they where hackers. He then hung up. It was like talking to a dell from the 90s with its user interface drive broken.
Has anyone else ever had such an experience or are they nice to all of you?
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Only experience I ever had was walking into an Apple Store with an iPod that wouldn’t turn on. I had no box, no receipt, no anything except the iPod. The “Mac Genius” that helped me looked at it, tried to turn it on himself, then went to the back room. He came back two minutes later with a brand new iPod, and told me that he didn’t need a receipt to prove it was still under warranty, because this particular model had come out less than a year ago, so it has to be. Gave me the new iPod, and sent me on my way. I was pretty happy.
What is an “atmac store”? Never heard of them. It’s entirely possible they did do some hacking to do something that’s not supposed to be officially allowed, you know…
As far as I know “atmac” its what apple used to call some for there smaller stores in the 90’s or so. There are products in the window of the one I go to that still have the rainbow logo, though quite faded… and an SE in the featured product area….
edit: hmm there is a atmac.org but I don’t think there related.
edit2: oh look they have a site http://www.atmac.net/
I have to say it has always been pretty good. I had a broken iphone bluetooth headset (wasn’t charging), I took it into their Reagent Street shop they looked at it said “yup, it’s broken” and handed me a new one. Total time about 5 minutes.
The iTunes people are also quite nice too. I downloaded a movie that would not play so I emailed them. The same day I had an email response and a refund (admitedly the refund was in $‘s not £‘s, but hey).
I was treated pretty rudely by an apple store rep just a few weeks ago. It’s a long story, but the gist is that I was visiting a city that had an Apple Store and my Mac was not charging properly (it was an intermittent problem that came and went). I took it in, the Apple Genius diagnosed it as either my logic board or dc in connector and promptly ordered the parts. Unfortunately the parts didn’t come in soon enough (we had to return back home where there is no Apple Store).
I figured that since the genius had already diagnosed the problem I could just call Apple Support and they would take care of it. I was wrong. When I mentioned that, alongside the battery not charging problem, my Mac had gotten even hotter than usual, the rep fixated on that problem. “Well,” he said, “Your Mac is NOT a laptop; it’s a portable. You should never use it on your lap.” Um, really? Give me a break. People use their Macbooks on their laps all the time. Then, when I tried to get him to fix the battery problem, he looked at the current stats on my Mac (at that moment the battery was charged okay) and told me there was nothing wrong—even though I told him the problem was intermittent and that it had already been diagnosed as a logic board issue. He refused to fix it.
The man was rude and condescending.
My advice is for you to call the apple support line and ask for customer relations. You can complain about the treatment to them.
Ya I wish they would fix the heat issue, my lap has sort of burn marks on it.
@Melonking: As you can see from the Atmac homepage, they’re not Apple proper, they’re Apple resellers.
Without knowing what you were complaining about, it’s impossible to know whether the Apple support tech’s response was factually correct or not.
All of my experiences with Apple support have been very good. At one point I brought in a Powerbook G4 power adapter that was starting to fray near where it plugged into the computer. The tech looked me up, looked me in the eye and said, “Good thing you brought this in a few days ago, before your AppleCare ran out,” and replaced it for me.
Well, Im not complaining about atmac its the phone call that was bad, only bad thing atmac do is charge a €250 labour charge for installing €50s of ram :)
Hmm could I get the pope to install my ram at that cost….
Apple really calls their reps Geniuses? That sounds pretty pretentious. I’ll stick with my PC, it is easier to fix myself.
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