Broken Map

Later today, if my iPad Pro (that cost me nearly $2000 - I’m not a rich man) doesn’t work correctly, I’m going to set up a camera and call @AppleSupport and capture the entire interaction on camera. This on the heels of a brand new, defective MacBook Air ($1000+) that they delivered to me on the same day. I will then publish these interactions far and wide until it catches on. Because if I - a nobody - received two entirely different defective products from @Apple, I’m not a unique case. I mean, that would be like winning the 1 billion crap lottery, right? So it will gain traction. There are others out there enduring these terrible customer service and product fails. @AppleSupport do the right thing. Make these pathetic fails right. Immediately replace these defective units. IMMEDIATELY.

@AppleSupport Your customer service failures have ensured that I will have to go through the idiotic process of setting up a camera and recording myself talking to to your agents, and capturing their incompetence, from now until the end of my days. Brand new MacBook Air - defective. Brand New iPad Pro M5 - defective. As unlikely as that seems, even to me sitting here typing this, it’s the reality I’m dealing with. And if that weren’t enough, the response by Apple is even worse. I will record all of these interactions moving forward and I’ll be sure to post them until I get treated right. All of you folks out there dealing with similar #Apple issues, please feel free to bookmark this, repost it, whatever. Believe me, I don’t need another project to burn up my time and energy, but I want to be treated right, and I want people held to at least a measure of expectations. Your customer service reps refuse to do it, so here we are. @tim_cook @Apple #AppleCustomerService

@AppleSupport My brand new iPad Pro M5, only two days in my possession, is now not charging. Anything you’d like to say about that? I’ve tried everything tonight - reboots, various chargers and cords - it won’t charge. This is on the heels of my brand new MacBook Air that didn’t work a single full day, and a totally incompetent customer service experience. Would you care to step in and help me out here? See my previous post to you for further details. Is any of this acceptable @tim_cook ? I promise none of this is contrived. I’m a normal customer who has apparently now received two devices in the pallpark of $4,000 personal expense, neither of them working past a couple of days. And after my first customer service experience (see previous posts), you can understand how angry I am at the prospect of repeating all of that again. #Apple #AppleCustomerService #AppleDegradation #AppleFraud

@AppleSupport Ordered a MacBook Air last weekend. Arrived defective this Tuesday. Wouldn’t boot up. Gave Apple Rep permission to tap into my phone camera so he could see this brand new MacBook’s failure to boot up for himself. He was in amazement that it was defective exactly as I was telling him. I asked for replacement. I was promised a replacement today by “Asia”. Never delivered. Lisa, manager, just hung up on me. Says I was never told I would have a replacement today because that’s not in Asia’s “notes”. It is absolutely unacceptable to pay for, and have delivered a worthless piece of junk,. That alone is unacceptable. But to then have to deal with total incompetence in excess of an hour of wasted time on the phone is additionally unacceptable. THEN to be accused of being a liar by your managers is unacceptable. To be promised something and not have it delivered is unacceptable. To be talked over and hung up on is unacceptable. All of this is unacceptable. There was an easy way to make this right - to get the replacement in my hands as soon as possible while I mailed the defective unit back. Your people couldn’t do that for me. @Apple, you used to be the Gold Standard for customer service. This entire experience has been a torturous mess of complete and utter incompetence.

@AppleSupport Ordered a MacBook Air last weekend. Arrived defective this Tuesday. Wouldn’t boot up. Gave Apple Rep permission to tap into my phone camera so he could see this brand new MacBook’s failure to boot up for himself. He was in amazement that it was defective exactly as I was telling him. I asked for replacement. I was promised a replacement today by “Asia”. Never delivered. Lisa, manager, just hung up on me. Says I was never told I would have a replacement today because that’s not in Asia’s “notes”. It is absolutely unacceptable to pay for, and have delivered a worthless piece of junk,. That alone is unacceptable. But to then have to deal with total incompetence in excess of an hour of wasted time on the phone is additionally unacceptable. THEN to be accused of being a liar by your managers is unacceptable. To be promised something and not have it delivered is unacceptable. To be talked over and hung up on is unacceptable. All of this is unacceptable. There was an easy way to make this right - to get the replacement in my hands as soon as possible while I mailed the defective unit back. Your people couldn’t do that for me. @Apple, you used to be the Gold Standard for customer service. This entire experience has been a torturous mess of complete and utter incompetence.