I have previously written about the deteriorating level of support at Apple Computer and the shocking treatment of customers who fell victim to a defect in the iPhone. This week, I had the third power cord for my MacBook Pro fail. Every cord has developed exposed wires due to common bending with the machine. In seeking to remedy the situation, I ran again into the same customer service wall that I experienced earlier with the defective iPhone. In order to get a new cord (under warranty), I had to see a “genius” as opposed to the dozen “specialists” standing around. But before I see a “genius” I had to have an appointment and there were no appointments available for hours. I stopped there before I was told that I also had to bring them the ruby slippers to gain entry to the “genius.”
This is all too familiar. Recently, Apple agreed to a multimillion dollar settlement over its iPhone controversy. You may recall that years ago, I posted an account of an ordeal over a relatively new iPhone that stopped functioning. When I took it into the store, they promptly informed me that I got the phone wet and refused to repair or replace it. When I told that that it was impossible that the phone had been “submerged” or saturated as they claimed, they opened the phone and confirmed that only one of two indicators showed water damage but still said that it voided any obligation of the company. Though I eventually got a new phone, my posting attracted many people around the world who said that they had the same experience. Well, Apple (without admitting guilt) is now agreeing to a settlement in a class action for people who were told they had such water damage. As suspected, it appears that the water damage indicators were defective. I read the settlement to mean that the company knew that people like me were experiencing a common defect but allowed their “geniuses” to basically tell us we were lying or stupid — and that Apple would not help us. That takes a truly horrific corporate culture among Apple executives and an equally horrific view of their customers. The settlement came with no apology or acceptance of responsibility. While a contractor (3M) took blame for a possible defect, Apple never explained why it continued to instruct “geniuses” to play dumb and blame customers.
This cord problem looks like a very similar situation. This is my third cord in a row to break at either the base of the adapter or the plug itself. It is clearly do to the normal twisting that occurs with lap tops. Three cords in a row. Each lasted less than a year. I cannot be unique. Apple clearly is using a material covering the wires that is inadequate for the use of the cords and forcing customers to buy new cords — just as it forced them to buy new iPhone under the earlier defect. In the last cord experience, it actually exposed the wires and started to produce a smoky smell.
Since I was told it was under warranty, I went into the Apple store to exchange it. I was prepping for a major hearing this week and needed a new cord right away. “Right away” however is not part of the new Apple lexicon. When I arrived at the Tysons’ Apple store (the same location that falsely told me I submerged by iPhone in water previously), I was met by three “specialists” who were standing around the door. I explained that I needed to exchange a broken cord but was told that only a “genius” could do an exchange and no appointment was available for hours. I tried to explain that I was really in a dire situation with a hearing and needed to return to work. I just needed to show the warranty and replace the defective cord. That was not possible without a visit with a genius, I was told. I would have to stand around with them for hours in the mall or come back in the evening. Of course, every other store in America has personnel who can do an exchange of this kind without being a self-proclaimed “genius.” Those undeclared geniuses at JC Penny and Sears have employees ready to do this type of exchange to help customers. Yet, Apple requires such simple tasks be performed by a “genius” who is only accessible through an appointment like a dentist (or the therapist you need after working with Apple). In the end, the school purchased a new cord for me so that I could prepare for the hearing. Of course, this only rewards the strategy of creating a barrier for customers to receive basic support. They clipped my school for another product even though it is under warranty.
What is most maddening is the design of the cord itself. As I have explained before, I like Apple products. I have had every major Mac since the first machine. We have two iPads, three iPhones, and three Macs in this family. We are not disguntled IBMers. However, Apple used to pride itself on being a different company with a special relationship to Apple users. It now has a corporate culture and a customer service system that has the very smiling Orwellian character of the company that Apple once caricatured. I expect that if a new class action focused on these cords, they will find in discovery the same pattern as the defective iPhones with widespread failures.
What is particularly unnerving is that all of this happens in the antiseptic Apple store with smiling “specialists” who immediately tell you that they lack specialization beyond selling more products. It is like Stepford Wives meets Revenge of the Nerds. Thanks again Apple.
This is momentum trickle down Steve Jobs’ attitude about attitude about the public
Mike Spindell:
I wasnt being defensive, I thought you had a good comment. I was just taking an opportunity to expand on it.
Bron,
Cool.
pete, Circuit City’s problem was moreso the internet. Folks go to Circuit City, see the products, and they buy on Amazon sans sales tax. My experience w/ Circuit City employees was generally positve. I purchased several computers and ~15 video cameras from them over the years. The camera people were particularly knowledgeable. However, I only went to the store in Madison and we have a well educated labor pool w/ a good work ethic.
SO true– just last night I had to order my third apple adapter cord for my ipad for exactly that problem–I was getting a message that the cord wasn’t charging my ioad. Grrr
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is wordpress made by apple?
sounds like circuit city before they went bankrupt. they thought it would be cheaper to pay two minimum wage part timers than one person who knew what they were doing.
sounds like circuit city before they went bankrupt. they decided they could pay two minimum wage part timers for less than one person who knew what they were doing.
Boy, are you preaching to the choir here! When Apple dropped legacy support. When they stopped providing paper manuals. When they lost Jobs… who at least was able to slow the slide into corporate hell, and who was at least still a little flexible (and always was pretty good at identifying productive changes (vs. the destructive ones you get now)).
We too have been with Apple for literally decades, started with an Apple II, but are now seriously considering shifting. The OSX version changes get worse and worse (classic “where the heck did X, Y & Z that I use all the time go, and A2, A3 and A4 new features are completely superfluous”). Apple has successfully discouraged outside programming, to the point that all of the recommended art and cartooning programs our son wants to use either flat don’t work anymore because they’re outdated, or just don’t really work on OSX — GREAT frustration there. And you’re not really seeing anything new, just embroidering around the edges of basic stuff. For example, “cloud” is not useful for users with large amounts of data to store (like us), or who aren’t big corporations.
Apple has turned into the fashion industry: change for change’ sake and totally out of touch with reality, so people are starting to ignore them. I have an opinion here from behind the throne, 8-), that this kind of frustration and failure of innovation is one of the driving forces behind the Maker movement: people figuring out how to build their own equipment because you can’t get anything useful or innovative out of the big companies anymore!
My kid had problems with the connectors. Why? Unnecessary abuse. Power cords and the like are not supposed to be exotic inventions even if their replacement costs may surprise you. When handling the laptops (any type) with power cords attached just be mindful to position them with less stress – minimizing bending. Jeez, after a few times like this you should have learned this already. No? So please Prof T, take er easy on these things unless you consider power cords should be as robust as American Tourister luggage ala their ’80’s commercial … http://youtu.be/749iU2Zv1kw
It’s been quite some time since I’ve heard anyone say they were pleased with their Apple product. Crappy manufacture and insolent technicians – you’ll never catch me buying one of their products again.
I had a similar hassle when I needed to “replace the battery” on my Ipod (i.e., replace the Ipod with a recon). The whole thing took forever because you needed an appointment for something I’d done on the fly in the past.
My guess is that Apple is going down the road that Dell has paved, which is to gut customer service in order to raise profits, once your products attain the status of commodities. The new Apple products make less money than some of the legacies and the short-term needs of Wall Street analysts (as opposed to the long-term interests of individual shareholders) come first.
Oh wow…this sounds like the circular craziness of dealing with SSA and Medicare. I don’t, however, think there are any “genius” designations in either. Or there shouldn’t be.
rafflaw: I don’t know how Apple works (or Windows for that matter, I have been exclusively Linux for a decade), but I suspect the “genius” designation is honorific or just requires some competency exam that comes with very little salary. I think the point is to purposely bottleneck the complaint process, as Dr. Turley experienced, in order to reduce the cost of repairs and service, as Dr. Turley experienced.
The requirement that a “genius” deal with the problem is the equivalent of demanding enough red tape to discourage complaint, but now with the illusion of waiting for expert help. That might work for technical problems customers actually do not comprehend, they can be baffled by BS. But the illusion collapses when the customer knows perfectly well the problem does not require a genius, or the genius is flat wrong.
Prof Turley, I had the same thing happen with my MacBook Pro power adapter, but found a used unit on the Internet for about $30. Even though I am a grad student, and thus NOT rolling in money, I bought the used adapter rather than deal with Apple. It is unfortunate that such a fine computer has such a shoddily-made power supply.
I am guessing that these Apple “Geniuses” are not members of Mensa. I wonder if Apple is paying their Geniuses CEO type salaries because of their high IQ and importance to the company?
It doesn’t take a genius to replace a defective power cord on warranty. Now, such cheapness and bad customer service resulted in some negative press on a national scale.
Hope that $3.00 cost was worth saving, Apple.
The thing to remember with all Apple products (which I admit to using) is that they are produced and sold as though they are completely infallible. The mere fact that they are Apple products means, at least to Apple, that they are perfect and any problem with the devices must be caused by the users of the devices. Remember when Steve Jobs told us all that we were holding our phones wrong?
MIKE Spindell:
Who says free market supporters are necessarily in favor of large corporations?
As you point out much innovation comes from people, individuals, working to make their lives as well as ours [not necessarily by design] better.
I support free markets because they promote individual creativity and innovation, regulated markets support big corporations and stifle innovation.
I have always been amused by how liberals talk so vehemently about being against big corporations and how they need to be regulated to protect the little guy. When in reality those very regulations make it very hard for small companies to bring innovative products to market and compete with large corporations. Large corporations love government regulation, it keeps their competition at bay.
Right now they are discussing taxing internet purchases and Amazon is all in favor of that because they are doing it now. In fact I am pretty sure they are lobbying for taxation of internet commerce. One of the reasons we have seen such amazing things developed for and on the internet is that it is relatively free from regulation. The creativity of individuals was released and it flourished as it always does in an environment of freedom.
To realize human potential, political and economic freedom are necessary.
“Who says free market supporters are necessarily in favor of large corporations?”
Bron,
I certainly didn’t and if you re-read my comment without your defensiveness you might discover some things we both agree upon.
I do not like Macs, or have an iPhone or iPad or anything made by Apple. But I do have this to say to the writer of the article:
You seem like a very fussy customer.
You want someone in the shop to provide a replacement for something. It’s not their job to do that. They try to get you an appointment with someone whose job it is to deal with that sort of thing. They can fix it that day, but not right now.
But you are annoyed by this; clearly you have the right to everything right now.
Ignore the fancy names for their sales reps and their technical people. Make an appointment, come back later.
Or buy a replacement.
Or stop using Apple.
When Apple was on the ropes with barely 2% of the computer market (post-Jobs and pre-Jobs return), you didn’t hear about these sorts of problems. Why? Because the company knew that crappy products and bad PR might kill them. Selling quality and reliability helped keep the company alive.
Now that Apple has a huge share of the electronics and computing market, they’ve adopted the usual lazy, cost cutting and all-in-the-name-of-profit tactics of every other company that used to make quality but now makes crap (e.g. Sony). Why be surprised?