Have y’all ever gone through the fast food drive-thru, with a carload of kids squealing in the backseat? And, you ordered a bagful of burgers, fries and some chicken nuggets for Junior (because he’s been driving you nuts begging for them for thirty minutes)? And, you pay for your order and get back on the highway and you drive away? And, five miles down the road, you discover that Junior’s chicken nuggets weren’t in the bag? Do you know how he starts to wail and moan at the top of his lungs? And, do you know how your start to curse the goofball who gave you the wrong order?
I’m wailing and moaning like Junior right now. I’m also cursing the goofball who gave me the wrong order!
A few days ago, I told y’all that I had bought myself a new Apple computer. The Dell pc that I had been using was on its last legs, and I was getting tired of it crashing all the time. My son urged me to get an Apple, because he assured me that if I had problems the “Apple Geniuses” could help me solve them. That’s what they call the tech support at the Apple Stores.
I don’t think they call the sales people that.
Yes, they toot their own horn at Apple, and right now they’ve hit a sour note with me.
On the day I bought my computer (at the Apple Store at Willow Bend, in Plano, TX), the young pup salesman brought me the box with my new MacBook Pro, and another box with the “Protection Plan,” an extended three year warranty (because we don’t have luck with computers!) that I purchased. I paid a pretty penny for it, too. Well, put it on my credit card is what I did.
I’ve spent the last several days just trying to figure out how it works, but I had been liking it well enough. I’m not terribly sold on it yet, but I’ll admit that I haven’t had time to try out all the “bells and whistles.”
Tonight, I tried to install the Protection Plan, but couldn’t get it registered. We had to call “Apple Support.” I didn’t find that they lived up to their name.
I reached a gal who had a thick accent (I’m assuming she was not in the United States). Y’all might be aware that I have a pretty thick Texas accent of my own. We didn’t understand each other very well at all. Half of the time, one or the other of us was saying, “Could you repeat that please?” OK, I admit that I was saying, “Do whut?” but it means the same thing. The other half of the time, I was on “hold.” That’s another way of saying, “ignore.”
For almost an hour.
Then, my “Support” person informed my that I had bought the wrong protection plan. Excuse me lady, but let’s re-phrase that, I bought a MacBook Pro, and was given sold the Protection Plan for a Mac Pro. How could this problem be solved? She explained that she could charge me for the correct plan and register it for me. However, my refund for the plan the store sold me would not show up on my credit card for two to three billing cycles!!!
What kind of racket is that? I don’t want to pay interest on $269 and some change for three months!
I told her, “Thank you very much, I’ll deal with the store.”
So, I called the Apple Store at Willow Bend. Now a very polite young lady at the store asked me if I had opened the box with the disc in it. Yes, of course I did. I was installing the protection plan they sold me for my computer. In a sad voice she said, “If it’s been opened, we can’t give you a refund, it has to come through Apple Support.”
What the…?
I explained, “This problem is not one that I created. YOU sold me the wrong plan. This is YOUR mistake not MINE. I didn’t pick that off the shelf, your salesman handed it to me as the plan for the computer he sold me.” She spoke to a manager, and arranged for me to take the computer to the store tomorrow, and one of the Apple Geniuses will install the proper protection plan. Of course, I have to drop everything I had planned for tomorrow to drive a seventy-five mile round trip AND they are going to charge me for the new plan AND I might not get my refund for two to three months anyway.
Tomorrow, I’ll update this post and let y’all know how it went. I’m hoping that the store does right by me. I’m hoping that I get to come home and learn to enjoy this new Mac Book Pro (fortunately, I haven’t put many files on it yet).
If they aren’t going to make it right, do y’all think I should call American Express and dispute the claim for that $269? Tell me what you think.
AND, if you are buying a new computer any time soon, double check that bag, or you might end up wailing and moaning.
Like Junior and me.
Technorati Tags: Apple Store at Willow Bend, Apple Support, Protection Plan