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I just bought 8 new G5s and one of them was DOA with a bad video card. I swapped the card out with one that was known good and the machine worked great, so I called Apple to request a service part. The guy on the phone agreed with my diagnosis, but said that he can't send a service part until I send them a proof of purchase. Fine. I faxed it in 2 days ago, call back and they say they don't have it. So I faxed it in again and this time the lady said it could take 1 to 2 weeks to get it in the system! TWO WEEKS before I can get my DOA brand new Mac fixed? That is BS. The tech wasn't helpful so I am ready to move it up the ladder now. I'm not waiting 2 weeks to get a service part ordered. I just dropped 20 grand on their hardware and they are treating me like crap.
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Dunno the number..
But I agree with you that it's flat out unacceptable.
Have you tried getting a manager on the phone?
Two weeks to get a fax "in the system" is bullshit.
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Ask BgnR - he seems to have great luck with them
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I've found it's a hit and miss thing. I just keep calling til I get someone paying attention.
3 seems to be the magic number,
“Art is how we decorate space.
Music is how we decorate time.”
Jean-Michel Basquiat
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I'd also keep a record of who I talked to..
When you finally DO find someone that agrees that it's BS, drop a dime on the rejects.
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[quote lafinfil]Ask BgnR - he seems to have great luck with them
Chris, if you are a field tech you already have a contact. If you're not, it would have been much faster to go the normal route, maybe 36 hour turnaround at a local shop, or someone could have come out and fixed it.
Do you work for Apple, I see you sporting that "Apple Certified Help Desk Specialist" sig.
BGnR
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How about calling them back, telling them that any wait is unacceptable and to send UPS to come pick up the units because you are returning them as DOA and defective?
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[quote BigGuynRusty]
Do you work for Apple, I see you sporting that "Apple Certified Help Desk Specialist" sig.
Anybody can get that certification by paying their money and taking Apple's test, most of whom work for IT consulting companies or repair shops or the like. I've been meaning to get some of those certs, but I found my lack of them hasn't hindered my ability to attract clients. It's not like Apple's certs have the mindshare of a MCSE or A+ or whatever.
What ends up being really helpful if you're buying any quantity of Macs on a regular basis is to get an Apple enterprise sales rep. I've had three different reps over the past five years, but they all do a great job going to bat with the other departments within Apple if something ain't working right for you.
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[quote Silencio][quote BigGuynRusty]
Do you work for Apple, I see you sporting that "Apple Certified Help Desk Specialist" sig.
Anybody can get that certification by paying their money and taking Apple's test, most of whom work for IT consulting companies or repair shops or the like. I've been meaning to get some of those certs, but I found my lack of them hasn't hindered my ability to attract clients. It's not like Apple's certs have the mindshare of a MCSE or A+ or whatever.
I know, I was being a bit snarky.
BGnR
