I’ve gotta say, there’s precious little that makes me more annoyed than a company that miraculously decides to do right by its customers just after enough of those customers express interest in a class-action lawsuit against it.

Being someone who paid Apple $289 for the pleasure of having them repair something that should’ve never broken, I called them today to find out how I could get my reimbursement. I ended up speaking with Shirley in Customer Relations, who (very snippily) told me that I “need to be patient,” that I “should allow Apple to be proactive in contacting all the people who have been affected,” and that in no less than six weeks, I should get a letter in the mail explaining how I can collect the money that Apple cheated out of my wallet. With her attitude, it was hard to resist telling her that I found the use of the word “proactive” disingenuous, given how clearly reactive this all is. I also asked her who I should call if, in six weeks, I haven’t received my letter; she said that I shouldn’t call anyone, but rather, should “check the Apple website” to get information at that point. I actually had to push to get her to give me the direct number to Customer Relations (which is, of course, available on the web). The whole conversation was distasteful, and left me wondering whether Apple might have overlooked a few of Shirley’s character traits that might make her ill-suited for a job handling customer complaints.

(Note that I’ve turned off comments on this post. I wasn’t looking for them in the first place, and then an anonymous troll came to visit, so that’s that.)


Lighten up, dude. Apple’s a big company; the problem was unforseen. The fix is very expensive; it’s a big recall. Apple is doing right by you WITHOUT the class action suit. Few other companies would do this. Your whining approach probably set Shirley off. It is hard to be courteous when the customer is being demanding and rude. You, perhaps should move to the PC world where you would fit in just fine.

• Posted by: God on Jan 30, 2004, 11:53 AM
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