Poor Apple support service
in [UK Mac]
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From: Ian Robinson on 11 Feb 2006 12:41 I'm on record here as saying I've always got good support from Apple when I call them. Just had a bad experience. I bought a Mighty Mouse last year. Just before Christmas the scroll wheel stopped working when you use it in the forwards direction. Still works in the backwards/scroll down direction. As it has a 1 year warranty I figured I'd call Apple and get it replaced. I followed the phone menu system as directed and ended up talking to a call centre representative. After giving them my details and the serial number of the mouse I was asked what type of iPod it was. Seems the phone system had connected me to the wrong department (I had followed the path for the Macintosh support section). I was transferred to the correct department and after a wait was talking to another representative. I supplied my details again and explained that it was a Mighty Mouse that had a faulty scroll button. I outlined that it was a hardware fault as I had another Might Mouse that works fine with the same machine. I was told I'd have to take it to a Service Provider who could advise me on how to fix it. I was given the name and phone number of a provider after giving my post code, so that it'd be one near me. The one suggested was located on the Isle of Mann. I explained that this might be an issue given that I'm in Belfast (I'm not sure the guy I was talking to, who was not in the UK or anywhere close I'd bet, had a grasp of the geography of the British Isles). I was then advised to phone the Apple Store in Regent Street London. Hmm. I asked if it could not be arranged to have it replaced over the phone and was told I'd have to call Regent Street. I decided to cut my loses at that point, thanked him for his help and ended the call. Life's too short to speak to outsourced support desks who are following a prescribed menu based response system. Cheaper and less annoying in the long run to just dump the faulty mouse in the bin and move on. Disappointing. I expect better from Apple. Ian -- Ian Robinson, Belfast, UK <http://www.canicula.com/wp/>
From: Graham Lee on 11 Feb 2006 13:04 On 11/2/06 17:41, Ian Robinson wrote: > I'm on record here as saying I've always got good support from Apple > when I call them. Just had a bad experience. I bought a Mighty Mouse > last year. Just before Christmas the scroll wheel stopped working when > you use it in the forwards direction. Still works in the > backwards/scroll down direction. As it has a 1 year warranty I figured > I'd call Apple and get it replaced. > Have you tried dribbling some isopropyl over the ball and giving ti a good scrolling?
From: Ian Robinson on 11 Feb 2006 14:01 On Sat, 11 Feb 2006 18:04:45 +0000, Graham Lee wrote (in article <11us9ppjkrmslc5(a)corp.supernews.com>): > Have you tried dribbling some isopropyl over the ball and giving ti a > good scrolling? I've tried a the good scrolling. I'll see if I can get some solvent and try that. Ta. Ian -- Ian Robinson, Belfast, UK <http://www.canicula.com/wp/>
From: Peter Ceresole on 11 Feb 2006 15:40 Ian Robinson <junk(a)canicula.invalid> wrote: > > Have you tried dribbling some isopropyl over the ball and giving ti a > > good scrolling? > > I've tried a the good scrolling. I'll see if I can get some solvent and > try that. Ta. You don't need isopropyl alcohol- meths is absolutely fine. -- Peter
From: Ian Robinson on 11 Feb 2006 15:53
On Sat, 11 Feb 2006 20:40:08 +0000, Peter Ceresole wrote (in article <1ham3u0.1a9q6rj16smm5eN%peter(a)cara.demon.co.uk>): > You don't need isopropyl alcohol- meths is absolutely fine. Don't have any. I'll dump it in the engineering workshop in work and get one of the repair dudes to have a go. Ian -- Ian Robinson, Belfast, UK <http://www.canicula.com/wp/> |