08-19-2009, 10:02 PM
I've had very good luck with apple support.
Do these things...
Call customer service and start all over again.
Be kind and respectful - more than that, be down right engaging... be a fun person to talk to.
GET THE AGENT ON YOUR SIDE - they never will be if you come off as someone they don't care about. You need to come across as a reasonable responsible NICE guy who is simply too frustrated with the whole thing.
Talk with the guy for a while. Then at some point, you have to say, "sorry, no offense, but I have to try - can I try it on your supervisor please - REALLY no a bad reflection against you - I just need to try everything I can. I simply can't afford... I'd hate to leave apple with a sour taste in my mouth... (etc)"
So you get to the supervisor... do the same thing all over again. Talk in circles for a while. They're job is to say no whenever possible.
Again, after going around in circles for a while, do the same thing - "sorry, no offense, but can I...?) They may tell you that no one is available, but we'll have some one call you. THIS IS GOOD. They WILL call.
Continue to be kind, but don't take no for an answer - you need to get to the next level (customer RELATIONS). These people are SUPER customer service agents. THEY ARE NOT technicians. You can use that to your advantage.
These people have the power to do ANYTHING - give you a free mac - whatever - they have the power to do it. The other levels DO NOT so you are really wasting time until you get to Customer relations.
Once you get there... be exasperated - BUT STILL the kind of person that people just want to help.
NOW get to the meat of the argument.
which is simply... you have not done anything to got your warranty to be voided. Ask them to read the section of the agreement that covers their ass. They won't find it cause it aint there.
Tell them you have NO IDEA how the corrosion got there - the sensors were not tripped. You (being someone that knows nothing about the inner working of computers - at least sound like that) have never opened the machine. How can you possibly be at fault? It HAD to have been done at the factory.
Then: "I dunno. I can't see that I've done anything wrong and I'm just trying to clear this up. What would you do? Would you be entirely frustrated too?"
I'm a master of telephone manipulation. Being a customer service agent myself years ago left me with very valuable skill after all. If you are half as good as I am, you'll get what you need. You are in the right. Get the agent to see through your eyes and it'll be a slam dunk'
Do these things...
Call customer service and start all over again.
Be kind and respectful - more than that, be down right engaging... be a fun person to talk to.
GET THE AGENT ON YOUR SIDE - they never will be if you come off as someone they don't care about. You need to come across as a reasonable responsible NICE guy who is simply too frustrated with the whole thing.
Talk with the guy for a while. Then at some point, you have to say, "sorry, no offense, but I have to try - can I try it on your supervisor please - REALLY no a bad reflection against you - I just need to try everything I can. I simply can't afford... I'd hate to leave apple with a sour taste in my mouth... (etc)"
So you get to the supervisor... do the same thing all over again. Talk in circles for a while. They're job is to say no whenever possible.
Again, after going around in circles for a while, do the same thing - "sorry, no offense, but can I...?) They may tell you that no one is available, but we'll have some one call you. THIS IS GOOD. They WILL call.
Continue to be kind, but don't take no for an answer - you need to get to the next level (customer RELATIONS). These people are SUPER customer service agents. THEY ARE NOT technicians. You can use that to your advantage.
These people have the power to do ANYTHING - give you a free mac - whatever - they have the power to do it. The other levels DO NOT so you are really wasting time until you get to Customer relations.
Once you get there... be exasperated - BUT STILL the kind of person that people just want to help.
NOW get to the meat of the argument.
which is simply... you have not done anything to got your warranty to be voided. Ask them to read the section of the agreement that covers their ass. They won't find it cause it aint there.
Tell them you have NO IDEA how the corrosion got there - the sensors were not tripped. You (being someone that knows nothing about the inner working of computers - at least sound like that) have never opened the machine. How can you possibly be at fault? It HAD to have been done at the factory.
Then: "I dunno. I can't see that I've done anything wrong and I'm just trying to clear this up. What would you do? Would you be entirely frustrated too?"
I'm a master of telephone manipulation. Being a customer service agent myself years ago left me with very valuable skill after all. If you are half as good as I am, you'll get what you need. You are in the right. Get the agent to see through your eyes and it'll be a slam dunk'