01-11-2006, 06:10 PM
The next AppleCare guy tells me the paperwork I faxed in “is still going through channels”, and again reiterates that CUSA should be able to update the database. I explained to him that I had been back to CUSA and met w/ the manager about “updating the database”, and that he said CUSA was unable to do this, but they would confirm the sale and warranty purchase to whomever called requesting such confirmation. I further explained that I was the customer; I bought a machine from an authorized Apple dealer that was being represented as sold to me on Oct 8, 2004, purchased w/ AppleCare, so that the machine should be covered for repairs from any authorized Apple repair dealer through Oct 7, 2007. This is what the CUSA paperwork clearly indicates.
Next AppleCare acts sympathetic toward my plight, and I explain to him that if Apple isn’t going to stand behind their authorized dealers, then they shouldn’t allow CUSA to sell Apple products. I can’t see that I’m missing anything at this point. Next AppleCare guy was really more pathetic than sympathetic, as he clearly understood what was going on, but refused to do anything about it. His response was to send me back to CUSA, saying “they’re a big company, if you can’t find somebody at the store to take care of it, you’ll have to go higher up the ladder at CUSA…”, leaving me to try to discover on my own who that might be.
I sensed next AppleCare guy knew more than he was letting on, and he put the stall on me further by suggesting I wait another week for the previous “channels” to come up w/ something. After more contact w/ MacMall and CUSA, I was no closer to getting the computer fixed than the day I started. MacMall was helpful in providing background info on the system, but another trip to CUSA didn’t yield any resolution, or the contact info for anyone “higher up the ladder”.
My concerns were now blooming into suspicions, but I did not know of what. With school out for winter vacation, I took my kid to Disneyland for his birthday, and to an ice skating party for one of his classmate’s birthday while my previously faxed paperwork percolated through channels.
I called AppleCare back on Dec 26th, and new next AppleCare guy, is helpful, by explaining a few more things that aroused some more suspicions and concerns. Because of the holiday, AppleCare is swamped, and new next guy can’t bump me up to the “Re-Registration Department” w/o a horrendous wait, so he suggests I call back at the end of the week, and tells me that he is noting my case file so that all I have to do when I call back is point whoever answers the phone to the bottom of the case log and I will be directed to the right department immediately.
As I waited until the 30th to call AppleCare back, the concerns and suspicions mounted, and…
The saga continues in AppleCare Hell; Part V
Next AppleCare acts sympathetic toward my plight, and I explain to him that if Apple isn’t going to stand behind their authorized dealers, then they shouldn’t allow CUSA to sell Apple products. I can’t see that I’m missing anything at this point. Next AppleCare guy was really more pathetic than sympathetic, as he clearly understood what was going on, but refused to do anything about it. His response was to send me back to CUSA, saying “they’re a big company, if you can’t find somebody at the store to take care of it, you’ll have to go higher up the ladder at CUSA…”, leaving me to try to discover on my own who that might be.
I sensed next AppleCare guy knew more than he was letting on, and he put the stall on me further by suggesting I wait another week for the previous “channels” to come up w/ something. After more contact w/ MacMall and CUSA, I was no closer to getting the computer fixed than the day I started. MacMall was helpful in providing background info on the system, but another trip to CUSA didn’t yield any resolution, or the contact info for anyone “higher up the ladder”.
My concerns were now blooming into suspicions, but I did not know of what. With school out for winter vacation, I took my kid to Disneyland for his birthday, and to an ice skating party for one of his classmate’s birthday while my previously faxed paperwork percolated through channels.
I called AppleCare back on Dec 26th, and new next AppleCare guy, is helpful, by explaining a few more things that aroused some more suspicions and concerns. Because of the holiday, AppleCare is swamped, and new next guy can’t bump me up to the “Re-Registration Department” w/o a horrendous wait, so he suggests I call back at the end of the week, and tells me that he is noting my case file so that all I have to do when I call back is point whoever answers the phone to the bottom of the case log and I will be directed to the right department immediately.
As I waited until the 30th to call AppleCare back, the concerns and suspicions mounted, and…
The saga continues in AppleCare Hell; Part V