I was hoping not to start the year off with a negative post, but to be honest, I can't help but write about this one.
Both my wife and I are recent Mac converts. In fact, Erin switched before I did. Since getting my MacBook Pro back in April, I have had several opportunities to evaluate Apple's customer service. My first experience was a battery recall, which went perfectly smoothly. I filled out my 2 serial numbers on their website, and within a week I received two replacement batteries, along with return postage. No problem.
My second experience was a Logic Board replacement .... for those of you not yet on the Mac bandwagon, that's the motherboard of the mac. While I didn't need to get this done, it helped with a couple minor anoyances I was experiencing with my MacBook Pro. Again, the process was simple. I took my computer into the closest service center (Mac Solutions in Barrie, ON). They confirmed the problem, and ordered the part. Two weeks later I took my computer in for the operation, and had it back within two hours. Again ... No Problem.
Now I come to my third experience, and the true subject of my post today. I have been having problems with my Line-In port. Sometimes it works, and sometimes it doesn't. It works perfectly with an iPod or other stereo equipment, but not so much with my microphone (before you jump to respond, please continue to read, as I now know what the issue is). I've been holding off fixing the problem, as it hasn't really been an issue. Today, seeing as we work right above an Authorized Apple Service Center, I decided to try and have the issue fixed. I walked in this morning before I went upstairs to work and let them know what the problem was. I then left them my card and asked them to give me a call when their technicians were free, as I could run the computer down in 30 seconds. So far so good.
I got the call this afternoon. Without hesitation, I ran downstairs with my MacBook Pro in hand. I walked into the store to a new face. I explained the situation, and asked to make sure that the tech would look at it right away as I could bring it back when he was free ... just in case something came up from the time that I took the call to the time that I dropped the computer off. This was met with a look of disgust, and not much in the way of acknowledgment. Not so good.
As an afterthought, I asked the "new face" if he could have the technician take a look at one other thing. When I had my Logic Board replaced, my serial number is no longer listed in the "About This Mac" window. Having read multiple posts on Apple's discussion boards, I know that this is something that can be rectified by an authorized service center. The new face said he didn't know, disappeared to ask the tech, and came back and said ... "If you have the original Logic Board". Are you kidding me? If I have the original Logic Board !!! IT WAS SENT BACK TO APPLE YOU SARCASTIC ASS. You could have just said: "I'm sorry, we can't do that."
He then asks why this is important. So I explain that its easier than removing the battery when I call customer service, or take the computer in for support. His next question: "How often do you call support?" Ok, this is just getting worse. He then proceeds to explain to me that could always right the number down on a piece of paper, or even save it in a document. At this point, I've had enough abuse, and just tell him to forget about it ... again ... SARCASTIC ASS!!!
When I go back ten minutes later to see how the test went, I'm told that the port is working exactly as it should. When I ask them if I can see how they determined that, they said by plugging something into the port and recording from it. "Ok .... can I see this device and give it a try myself?", I asked. At this point "new face" and a technician walk into the back room. They return to tell me that the only they'll help further is for me to pay them $60 per hour. That's right, $60 per hour to hand me an iPod, a cable, and let me test the port myself!!
At this point I just walked out. What a complete waste of time!
Here's what should have happened... When I walked in this morning and told them what the problem was, they should have simply said that the line-in doesn't work with standard computer mics. I would have thanked them for their help, and continued to use them for service on my three macs, and possibly for new purchases.
Instead I say this: If you live in downtown Toronto, and need service, or are thinking about buying anything Mac related: Do not, under any circumstance, walk anywhere close to ClickOn Mac Solutions. Not only are they rude and overpriced (they're selling used PowerBooks for the same price you can get a refurbished MacBook Pro from Apple), but they don't know what they're talking about.
If you use ClickON Mac Solutions because they're in the area, walk five minutes north to Queen and Broadview and go to Carbon Computing. I've been in there several times, and not only is the atmosphere much closer to The Apple Store, the people are friendlier, and much more knowledgeable.
Thanks for reading, and please digg this story.
Blue
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