Until the past few weeks, I've always had the feeling that Apple seem a really good company, especially when you go in the shops.
But, that opinion has now changed. A few weeks ago, the ipod that I'd had for about 6 years got the so called "white screen of death" and despite my bestest efforts on t'internet to try and fix it, none of the online help would help.
So I looked on the support bit on the Apple website and found that I needed to log a call and they duly rang me at the allotted time and I thought that was really impressive, but there wasn't much advice and it ended up me needing to book to go to a store. A process that you then have to book online and its not really a speedy process. The appointment was booked for 3 days hence and I duly turned up at the Metrocentre. Hilariously, despite explaining I was there for my appointment, the bloke said that you need to make an appointment for service - hang ten Spender, that's what I'm here for bonny lad, for an appointment I booked the other day. Oh yes says the man, take a seat and we'll be with you in a few minutes. Meanwhile while I'm sat scatching, there's seemingly loads of staff floating around and chatting to each other. About 10 mins later, someone comes over to me and confirms that the ipod is knackered. The options are a new one with a 10% discount or a refurb nano for £55 and I choose the cheaper option. It'll be up to a week before it comes says the man, and he wasn't wrong as it was 7 days later before I get the call to say its arrived.
Off I go to get my ipod and get it home and load up some music and off I go for a run with the delight that I'm back in the music game. The sound quality wasn't great and I didn't think that the headphones where in properly, but on checking, they where. Puzzling it was.
Saturday comes round and it's off to Parkrun with me new ipod, apart from when I try and switch it on nowt happens. Bugger, I must have let it go flat, so when I get home I whack it on charge. A couple of hours later I give it a try and still nowt, so I try it on another charger for an hour or so and still nowt. Here we go again.
This time, I cut a stage out and go straight to the shop appointment, but for the Metrocentre shop its a 4 day wait but I can get an appointment the following day in Newcastle. Off I go and its another case of signing in and standing around with lots of people doing nowt and me standing there like a numpty. Eventually, someone comes across and has a look at the ipod which has done all of 30 mins and confirms that its knackered. You're kidding me says Mark, I've paid £55 for something that's lasted only 30 mins. Oh, we'll get you another replacement and it'll be here within 7 days - magic.
Despite lots of moaning, its just a poor apology from the over cheery staff in the Apple shop. You'd expect to be amazed at the service in these places, but it just seems disorganised with lots of people doing nowt and them just giving you an empty apology and not really appreciating how frustrating the situation is.
I get a call yesterday and go and get the new 3rd ipod this afternoon. Again, lots of them sitting doing nowt whilst I wait and then someone appears. Me being me has to ask will this one last more than half an hour and you get the usually chipper response of I'm sure it'll be fine - no really sorry for all your trouble, no here's an itunes voucher for you having to make 4 trips to the Apple store - it's all just a bit flat and you feel just a little bit narked that they aren't the great customer service experience that people think they are. I'm sure they're great when you're buying something, but it's not good when things go wrong.
With the Great North Run a few weeks away, I can do without the hassle and any more trips to the Metrocentre or Newcastle, so fingers crossed that this one works - wo betide them if it doesn't !
But, that opinion has now changed. A few weeks ago, the ipod that I'd had for about 6 years got the so called "white screen of death" and despite my bestest efforts on t'internet to try and fix it, none of the online help would help.
So I looked on the support bit on the Apple website and found that I needed to log a call and they duly rang me at the allotted time and I thought that was really impressive, but there wasn't much advice and it ended up me needing to book to go to a store. A process that you then have to book online and its not really a speedy process. The appointment was booked for 3 days hence and I duly turned up at the Metrocentre. Hilariously, despite explaining I was there for my appointment, the bloke said that you need to make an appointment for service - hang ten Spender, that's what I'm here for bonny lad, for an appointment I booked the other day. Oh yes says the man, take a seat and we'll be with you in a few minutes. Meanwhile while I'm sat scatching, there's seemingly loads of staff floating around and chatting to each other. About 10 mins later, someone comes over to me and confirms that the ipod is knackered. The options are a new one with a 10% discount or a refurb nano for £55 and I choose the cheaper option. It'll be up to a week before it comes says the man, and he wasn't wrong as it was 7 days later before I get the call to say its arrived.
Off I go to get my ipod and get it home and load up some music and off I go for a run with the delight that I'm back in the music game. The sound quality wasn't great and I didn't think that the headphones where in properly, but on checking, they where. Puzzling it was.
Saturday comes round and it's off to Parkrun with me new ipod, apart from when I try and switch it on nowt happens. Bugger, I must have let it go flat, so when I get home I whack it on charge. A couple of hours later I give it a try and still nowt, so I try it on another charger for an hour or so and still nowt. Here we go again.
This time, I cut a stage out and go straight to the shop appointment, but for the Metrocentre shop its a 4 day wait but I can get an appointment the following day in Newcastle. Off I go and its another case of signing in and standing around with lots of people doing nowt and me standing there like a numpty. Eventually, someone comes across and has a look at the ipod which has done all of 30 mins and confirms that its knackered. You're kidding me says Mark, I've paid £55 for something that's lasted only 30 mins. Oh, we'll get you another replacement and it'll be here within 7 days - magic.
Despite lots of moaning, its just a poor apology from the over cheery staff in the Apple shop. You'd expect to be amazed at the service in these places, but it just seems disorganised with lots of people doing nowt and them just giving you an empty apology and not really appreciating how frustrating the situation is.
I get a call yesterday and go and get the new 3rd ipod this afternoon. Again, lots of them sitting doing nowt whilst I wait and then someone appears. Me being me has to ask will this one last more than half an hour and you get the usually chipper response of I'm sure it'll be fine - no really sorry for all your trouble, no here's an itunes voucher for you having to make 4 trips to the Apple store - it's all just a bit flat and you feel just a little bit narked that they aren't the great customer service experience that people think they are. I'm sure they're great when you're buying something, but it's not good when things go wrong.
With the Great North Run a few weeks away, I can do without the hassle and any more trips to the Metrocentre or Newcastle, so fingers crossed that this one works - wo betide them if it doesn't !
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