September 6, 2005
Dear Apple ...
I love your technology, especially the iBook and iPod that I have been enjoying for the past year. But your customer service leaves something to be desired.
Today I received my AppleCare Protection Plan in the mail, having faxed off the purchase last Friday, the day before the initial warranty expired. The letter enclosed advised me that I now needed to register and that is would be an easy process. It then went on to describe my two alternatives, to fill in and post an "enrollment card" or to register over the phone "which may prove to be simpler and quicker". Ignoring the word may, I chose the latter.
What a mistake! When I realised that I was connected to a call centre on the subcontinent, I began to suspect that I may have chosen the wrong option. (No racism intended, it's just that I have become tired of having my time wasted by direct marketing calls from India.)
So I patiently answered the gentleman's questions. Just when I thought the process was complete, he advised me that because it was beyond the original 12 month warranty period I needed to fax proof of purchase to another department.
"But you've already billed me!", I replied in exasperation. The Special Extended Warranty Offer letter had the purchase date, model number and serial number on it. Why should I, a customer, need to fax a copy of such a document when I've responded to an extended warranty offer obviously based on the original purchase details?
Please Apple, show me that your quality of customer service matches your wonderful technology.
Posted to Computers by Keith Pitty