Apple is now [EDIT: OFF] my shit list. Not that I think Steve Jobs actually reads the email sent to his public address [EDIT: HE DID! AND HE HAD AN EXECUTIVE ASSISTANT COMPLETELY RESOLVE MY PROBLEM! SEE COMMENTS FOR DETAILS], but here's my letter in an electronic bottle meant for him:
[EDIT: to include email header info]
Date: Thu, 26 Apr 2007 16:33:54 -0400 (EDT)
Subject: Apple Support Nightmare
My name is J. Maynard *******. I am a longtime Apple customer. In fact,
I have an original Apple II (not II+) still in my basement (and it still
works!). I am also an IT Manager for one of the labs at MIT.
So, I am most disappointed by this experience I will relate. In
September, '06 I bought a white 2Ghz Macbook to replace a four year old
15" TiBook G4. Immediately I had problems with the unit, which finally
went back for service under Applecare. The system was returned still
broken. So I sent it back again. This time the unit has been out in
service for nearly a month.
See Dispatch number: D11412***.
After three weeks of my laptop staying "On Hold" waiting for a part, a
CSR recommended I speak with "Customer Relations". I called and spoke with
"Tina", who offered to replace my laptop. And then the process just halted
as I tried calling to confirm and never received any callbacks. I have no
idea what happened.
See Case ID: 76882***
Further, Tina informed me that I would not get my boot disc back, even
though the boot disc had not failed. While I did back up my critical
documents, I have GBs of ripped music, application installs, etc which I
At this moment, I still do not have confirmation of a replacement unit,
I'm out a laptop for a solid month, and I will lose my data. Mr. Jobs, you
have a serious problem with your support process and procedures. If
someone at Apple does not resolve this pronto, your company will lose not
only my future purchases, but also my purchase recommendations to graduate
students, professors, and support staff at MIT.
That computer is a TOOL, not merely a product. So, to sell me a
nonfunctional computer, and then destroy the data it manipulates, is to
negate its very utility; the raison d'etre for my purchase.
I just want to make this one comparison: Apple II; 30 years old, still
works. Macbook; failed within months, could not be repaired even under
Applecare, customer waited a month for unresolved "service".
J. Maynard *******
24 ****** St.