Reader Matt CC’d us on this sad email to Steve Jobs. It seems that some #$!@#$ at FedEx stole his Mother’s Day gift right out of the box. Now he’s asking Steve Jobs to help him get the stolen iPod replaced in time for Mother’s Day.
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"Dear Steve Jobs" Letter Hits Target And Gets Results
By 5.6.08
Matt has a 1-year-old Macbook that was having some serious issues which included a dead power supply, overheating and some strange burn marks on the computer itself which, incidentally, was out of warranty. Matt’s roommate David decided to draft a nicely written letter and fire it off to Steve Jobs at sjobs@apple.com. To David’s delight, Steve Jobs took the letter on his iPhone and forwarded it to one of his assistants. Acute customer satisfaction ensued. David’s letter inside…
7 Confessions Of An Apple Macintosh Specialist
By 4.28.08
It was a dark and stormy night, and the Consumerist team was hunkered down at HQ poring over leads. Suddenly, we heard a ruckus coming from the alley. Footsteps, followed by the sound of breaking glass and a cat crying out as if to say, “OMGWTF?”
Apple Sends You Replacement Laptop With Broken Keyboard, Apologizes Wtih Free Sims 2
By 4.25.08
Terry writes:
I work in an IT dept at a tech company in Utah and we have about half Apple computers and half PCs. We had a 17″ MacBook Pro with a bad hard drive, so I sent it in with AppleCare and got it back within a couple days. They sent it back with a new hard drive, a new battery, and a broken keyboard! There was tape covering the tab, caps lock, and shift keys and when I lifted it off, the caps lock key came with it! (see picture)…
Apple Replaces Hundreds Of Dollars In iTunes Purchases After Hard Drive Crashes
By 4.25.08
Like any responsible computer user, Benny regularly backs up his data. Unfortunately for him, the three Seagate external hard drives he used failed, and he lost about $500 in iTunes purchases. Seagate wanted $1700 to recover the data. Fortunately, Apple saved the day.
"Apple Gave Me Back The Wrong Laptop!"
By 4.22.08
Jeff says an Apple Genius gave his girlfriend back the wrong computer!When my girlfriend encountered problems turning on her laptop, she was frustrated with yet another problem.
5 Confessions Of An Apple Tech Support Supervisor
By 4.18.08
A tech support supervisor, from what we figure to be Apple, has stepped forward to break down some behind-the-scenes workings with his underlings who sometimes make both his and consumer’s lives difficult. For instance, one of the reasons you might be on hold so long is agents using fake work codes to avoid taking calls. Also, we know that metrics rule the call centers, but, in one of the confessions, he talks about how not only is it important to not go over your average handle time, you also can’t go too far under. Just strive to be perfectly average, and you’ll go far…
Apple's MagSafe Adapters Still Fraying, Melting, Sucking
By 4.4.08
Apple’s perpetually melting and fraying MagSafe adapters—apparently these things are made out of Styrofoam and rice paper—continue to cause trouble.
Apple Sued: New 20" iMac Screens Display 260k Colors, Not Millions
By 4.2.08
Anyone who has been on the receiving end of an Apple ad campaign in the past 10 years knows that they tend to play fast and loose with the truth in their ad copy. Their towers are the fastest, their laptop is the thinnest, their phone is the most advanced. With so many unchecked exaggerations, Apple sometimes comes across as the consumer electronics version of Donald Trump, augmented by killer industrial and UI designers. Now a law firm in California has filed a class-action suit against the company for misrepresenting its new 20-inch iMac models as being capable of producing millions of colors, when in fact they use a substandard el-cheapo screen that is nowhere near as capable as what’s in the 24-inch models.
Apple Fixes Rush Limbaugh's Mac After He Complains On-Air
By 3.17.08
Conservative talk-show host Rush Limbaugh was having problems with his Mac. A program called Time Machine wasn’t restoring his emails properly and repeated calls to Apple Support were fruitless. Based on complaints in online forums, he wasn’t the only one either. So finally he complained about it on-air and that caught Apple’s attention enough to assign an engineer to go fix it (the guy had to delete the “null mail folder” and rebuild it in the internal directory with the terminal command). That’s the power of leveraging your voice . But you don’t need to have your own radio show, just deploy some of the technique that we described in “The Ultimate Consumerist Guide to Fighting Back” or in our interview with Ron Burley to get real customer satisfaction.
HP Won't Issue New Drivers For Leopard, Tells You To Buy A New Printer
By 3.15.08
Matt’s Officejet 6110 scans perfectly under Ubuntu, but won’t play nice with Leopard. When Matt called HP for support, he was told that the company has no plans to issue new drivers so he should just buy a new printer. To soften the blow, the tech mentioned HP’s trade-in program, which would give Matt a whopping $16 for his printer.
By 3.14.08
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Heavens, another Macbook has exploded. Apple is sending him a new one. [Appeltell]
UPDATE: Apple Will Sell You A Computer If You've Got Too Many Gift Cards
By 3.13.08
Here we go again! Rhys wrote back let us know that Apple says that its system can handle 7 gift cards in one transaction. It just took a little effort.
Apple Replaces Lemon Laptop As Promised
By 3.13.08
Our intern Alex’s lemony MacBook Pro finally went out with a spectacular graphical display of what it looks like when a robot’s brain dissolves. Fortunately, Apple made good on the promise they gave him last month when he asked about their replacement policy, and a new replacement MacBook Pro is on its way to him. They’re also refunding a portion of his AppleCare. Is this just typical Apple follow-through or above and beyond treatment because Alex’s story was posted on Consumerist?
Apple Still Won't Sell You A Computer Because You've Got Too Many Gift Cards
By 3.11.08
Yes. You can use up to six cards when making a purchase at a retail Apple Store and up to four cards at the online Apple Store
That’s too bad for reader Rhys. Rhys, like Charlie, has 7 gift cards and no access to the Apple Store.
By 3.10.08
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A traveler reports that the TSA freaked out over his new Macbook Air when he brought it through security. Apparently the guy manning the x-ray was alarmed at the alleged laptop’s lack of a hard-drive and ports on the back. [Engadget]
