My Macbook Pro Saga - contains disappointment.

Email looks good to me too, outlines the issues you have had briefly and ends with the disappointment you have had with the replacements so far.

Sure they will sort it out properly for you, can only agree for 2k i would want it perfect as well
 
Apple like all companies has a bad run from time to time. What has happened to you is not acceptable especially on a 2K laptop.

Did you complain to anybody else before going to the UK Director of Sales? His emails may be screened by his PA as I imagine he probably gets a few of these.

I'd go to an Apple Store and see what you can get done there. In my experience this is probably the best way to get a result.
 
Hmm, it's awful you can spend that kind of money and not get a pristine product repeatedly, I'd be furious.

Well it's a ballache but I'd go in person, seeing as I'd already spent 2k the trip to brum wouldn't be much more but this may be different from gloucestershire and your time constraints. What isn't up for debate though is the condition of the products when they reach you and for it to happen so many times is worrying.

Like you say, for two thousands sheets, this should be the absolute dogs nuts and sadly I fear your experience will taint the laptop even when you have a pristine one, then again you may be less silly than me.

Hope it all gets sorted and you get some sort of materialistic apology ;)
 
I'm appalled at what you've had to put up with, especially given the company's reputation and focus on design / quality.

I hope the email is received well, I'm too late to provide any input into it but for future correspondence here are a couple of thoughts:
I would try to avoid repeating words (regarding twice) as it makes it less readable, also try to include dates and names of any people you dealt with in getting the replacements.

Good luck :)
 
I received a reply!! Amazing!

He basically apologised, and referred the issue to a colleague who will be in contact soon to help resolve the issue. And also recommended going to an Apple store too.

Now awaiting another email.......
 
I think having spent 2k on a laptop you should expect perfection. Call and complain and hopefully they will give you some vouchers or something :)
 
Right....I've got another email from the other guy, basically saying that if I have a standard unit (which I do) then I can swop it out at an Apple Store.

They would then arrange for the one of their specialists to 'show me around' the mac and set it up etc.


That's pretty much what I thought would happen. But I'm now having to spend MY time and money going to Birmingham to do this.

What do you reckon I should reply with? I don't want to get b**chy and say that its silly that I should have to put the effort in to get the MBP but I want to be to the point too.
 
tom_e said:
As nice as the offer is you shouldnt have to spend your time or money fixing their problems when paying out that amount of money.
Click to expand...

It's not a 'nice' offer, it's a barely adequate offer, he doesn't owe apple something.

They should probably be offering him a 30% reimbursement for his troubles, or even more.
If they were at all savvy they'd be offering him some serious money back or it'll likely be the last apple computer he buys from them.

It's literally beyond a joke.
 
To be fair, I can't fault their efforts with regards to customer support. I emailed the UK Director of Sales, and he replied within hours.

The chap he's passed it onto has just emailed me to say, with permission, he will call me tomorrow to discuss everything and find the best resolution.

I'm not sure what to ask lol! A 25% or more compensation would be great, but I still feel cheeky asking for it!

Any ideas?!
 
Shadowness said:
To be fair, I can't fault their efforts with regards to customer support. I emailed the UK Director of Sales, and he replied within hours.

The chap he's passed it onto has just emailed me to say, with permission, he will call me tomorrow to discuss everything and find the best resolution.

I'm not sure what to ask lol! A 25% or more compensation would be great, but I still feel cheeky asking for it!

Any ideas?!
Click to expand...

Yes, ask for compensation.

Say you enjoy the mac experience but are unlikely to buy another unless they pay reparations.
 
OP, that's good news you got it all sorted.

Why not ask for some freebies like magic mouse, software etc. Don't ask don't get, no harm done.
 
As for deciding what you should ask for; how long have you spent on the problem and what is your time worth (in £ per hour)? Add 50% for the inconvenience.

Definitely not cool making you go to an Apple store on your time.
 
The guy rang.......

He first off started to explain that as I bought the MBP from the Apple store, that's a different company to Apple Retail - so it gets a bit complicated (some sales BS basically!)

He said the best outcome would be for me to visit a store so I can get it swapped out there, and they can show may around it etc.

He then said how he appreciates me having to travel to Birmingham, so they'll thrown in some 'free accessories' to compensate. And left it at that after some more small talk. He's going to brief the manager at the store, and give me his details so they know what to expect before I arrive.


So...what free accessories shall I badger for?! 27" display!? It better be more than a mouse or something stupid like that! It will probably cost me near £40-50 to get to Birmingham and back, inc parking etc, and that's doesn't include my time!

I suppose it could have been a lot worse, but then again, it could have gone better too.
 
You must log in or register to reply here.
Back
Top Bottom