Apple technical support blows massive chunks of donkey snot

[MotionMan]

Apple technical support is composed of hipsters who have in the past been instructed to lie to customers about malware that targets the Mac....


seriously do you expect them to be professional?

Link?

MotionMan

 

[Meghan54]

Link?

MotionMan

Really? You had to ask?


Here's Daily Tech's link for it: (Below the link are the first sections of the article)


Apple Orders Technicians to Feign Ignorance About Mac Malware




Jobs and company hope to keep customers ignorant of the truth

Apple, Inc. (AAPL) long had the good fortune (from a certain perspective) of not being very popular with consumers and thus gaining security through obscurity. With millions of Macs in the wild and Apple sitting pretty in fourth place in PC sales, though, the company is seeing an increasing number of malware attacks.


I. The Customers Want the Truth? They Can't HANDLE the Truth!

In response to these attacks Apple has reportedly implemented a policy which is equal measures bizarre and baffling -- it's telling technicians to adopt a "don't ask don't tell" policy with regards to customers complaints about malware, feigning ignorance on the topic.

An Apple Store Genius (store technician) leaked internal documents to ArsTechnica. One memo reads:

Apple Internal Use Only - Issue/Investigation in Progress - Confidential Information - Do Not Disclose Externally

Symptoms
Customers may call AppleCare to report and issue with malware (trojan) software known as Mac Defender or Mac Security, or because they are concerned that their Mac could become infected. The name may vary as new variants are released onto the internet. This malware is installed from malicious websites.
Products Affected
Mac OS X 10.6, Mac OS X 10.5, Mac OS X 10.4


​

A second memo adds:

Important
​

• • Do not confirm or deny that any such software has been installed.
  • Do not attempt to remove or uninstall any malware software.
  • Do not send escalations or contact Tier 2 for support about removing the software or provide impact data.
  • Do not refer customers to the Apple Retail Store. The ARS does not provide any additional support for malware.

 

[SP33Demon]

What do you expect, you bought a fcking iPad. But thanks for the heads up in case my wife gets such a stupid idea put into her head. I will simply refer her to this thread when talk about "superior customer service" is mentioned and remind her that you can't actually do work on the stupid thing (and then we buy a laptop).

 

[BabaBooey]

Your fault for going to any companys C.S. they are 90% ignorant people....anytime my iphone had a issue,I walked into the store,handed it over and within 10 min I had a new phone or issue fixed.

Apple has been the easiest to deal with returning or exchanging a item in my experience but then again,I never call C.S. when I can walk in the store.

 

[MotionMan]

Really? You had to ask?

SInce I had not seen or heard of this article, yes, I did.

Thanks.

MotionMan

 

[MotionMan]

What do you expect, you bought a fcking iPad. But thanks for the heads up in case my wife gets such a stupid idea put into her head. I will simply refer her to this thread when talk about "superior customer service" is mentioned and remind her that you can't actually do work on the stupid thing (and then we buy a laptop).

LOL. Maybe, instead, you should refer her to every customer satisfaction survey that puts Apple at the top by a large margin year-after-year. That being said, Dell use to hold that title, so nothing lasts forever.

However, is it really your policy that, if you have one bad experience with a company and, that's it; you NEVER by ANYTHING from them again? Really?

MotionMan

 

[KeithP]

So one phone call and then this rant? No second call to see if the first was an anomaly?

I am not doubting your experience with your first call. Judging by your description, I am sure you were completely reasonable and a joy to work with while the support person at Apple was a clueless automaton who's only purpose was to extract more money out of you.

However, maybe you might allow for the slightest possibility that no company is perfect and it may take a little more work on your part to get the problem resolved?

I am sure we will all be shocked when you report back that everything was taken care of at the Apple store. Fear not, as soon as you get that piece of shit iPad fixed I don't think you will have any problem selling it if you wish to rid yourself of Apple and its garbage products.

-KeithP

 

[Hoober]

This and this.

I think there is always a chance of getting some clunker support, but, with Apple, it seems to be few and far in between.

As always, YMMV.

MotionMan

Yes, charged yesterday morning with the 10w adapter, tried to charge yesterday afternoon with the 10w, nothing. Tried to charge with the 5w iPhone charger, nothing. Tried to charge with USB off computer, nothing. Tried different USB cables, etc.

Not my first rodeo.

 

[Hoober]

So one phone call and then this rant? No second call to see if the first was an anomaly?

I am not doubting your experience with your first call. Judging by your description, I am sure you were completely reasonable and a joy to work with while the support person at Apple was a clueless automaton who's only purpose was to extract more money out of you.

However, maybe you might allow for the slightest possibility that no company is perfect and it may take a little more work on your part to get the problem resolved?

I am sure we will all be shocked when you report back that everything was taken care of at the Apple store. Fear not, as soon as you get that piece of shit iPad fixed I don't think you will have any problem selling it if you wish to rid yourself of Apple and its garbage products.

-KeithP

Yep, one phone call and then this rant. I'm sure you'll wait with baited breath for my update this afternoon after dealing with the Apple store. But, as VI_Edit posted above, that's not really the point. In this day and age, with electronic devices, I shouldn't need to drive to a B&M location to initiate the RMA process, especially when the device is still under warranty.

Their process is broken. It's as simple as that.

 

[SP33Demon]

LOL. Maybe, instead, you should refer her to every customer satisfaction survey that puts Apple at the top by a large margin year-after-year. That being said, Dell use to hold that title, so nothing lasts forever.

However, is it really your policy that, if you have one bad experience with a company and, that's it; you NEVER by ANYTHING from them again? Really?

MotionMan

You vote with your dollars, what do you think? Why am I going to risk getting burned again when there's so many other better options out there for the same product, and for less money? Life is too short to worry about shit like the OP, especially after he paid 700 bucks or w/e the fuck the POS ipad costs.

 

[MotionMan]

Yes, charged yesterday morning with the 10w adapter, tried to charge yesterday afternoon with the 10w, nothing. Tried to charge with the 5w iPhone charger, nothing. Tried to charge with USB off computer, nothing. Tried different USB cables, etc.

Not my first rodeo.

Ranting after one bad phone call? Could have fooled me.



MotionMan

 

[MotionMan]

Yep, one phone call and then this rant. I'm sure you'll wait with baited breath for my update this afternoon after dealing with the Apple store. But, as VI_Edit posted above, that's not really the point. In this day and age, with electronic devices, I shouldn't need to drive to a B&M location to initiate the RMA process, especially when the device is still under warranty.

Their process is broken. It's as simple as that.

Have you tried a second phone call?

MotionMan

 

[MotionMan]

You vote with your dollars, what do you think? Why am I going to risk getting burned again when there's so many other better options out there for the same product, and for less money? Life is too short to worry about shit like the OP, especially after he paid 700 bucks or w/e the fuck the POS ipad costs.

How did you get burned the first time?

MotionMan

 

[Hoober]

Ranting after one bad phone call? Could have fooled me.



MotionMan

No, testing different hardware combos. I still rant after one shitty phone call. It's the only way to fly.

 

[MotionMan]

No, testing different hardware combos. I still rant after one shitty phone call. It's the only way to fly.

What other brands of consumer electronics do you own? I want to search for your rants about them, or is this the first bad phone call you have had in the past 10 years?

MotionMan

 

[Hoober]

What other brands of consumer electronics do you own? I want to search for your rants about them, or is this the first bad phone call you have had in the past 10 years?

MotionMan

This is the first time I've ever been asked to pay additional money to have a device covered under an active warranty.

 

[MotionMan]

This is the first time I've ever been asked to pay additional money to have a device covered under an active warranty.

That was not my question.

Is this the first bad phone call to a consumer electronics company you have had in the past 10 years?

MotionMan

 

[Hoober]

That was not my question.

Is this the first bad phone call to a consumer electronics company you have had in the past 10 years?

MotionMan

But that was my answer.

 

[lxskllr]

That was not my question.

Is this the first bad phone call to a consumer electronics company you have had in the past 10 years?

MotionMan

I've never called Apple because I won't buy their garbage, but Logitech and Dell have given me great support. Logitech sent me a new mouse without asking for the old one in return. With Dell I had to deal with Indian accents, but I got new parts with a prepaid box to return the old ones within a week. With both I had to deal with retarded troubleshooting steps, but I understand the need for that to weed out the idiots.

If I had an issue, I'd bitch about it too, especially when paying the idiot tax for an Apple product.

Edit:
spelling

 

[Vdubchaos]

I simply refuse to buy ANY product that limits your freedom and limits you to that particular companies ways.

Apple, Xbox or Playstation are all great examples. You will never see any of these at my house.

 

[T_Yamamoto]

protip: if you don't buy applecare you're going to get boned

True story

 

[alkemyst]

you called a phone support line, created to help troubleshoot problems, without any coverage for that, and expected free service? :hmm:

Just go to a store. They'll take care of it, for free probably.

qft...pebkac.

 

[Hoober]

qft...pebkac.

:whiste:

 

[7window]

Not to mention their USB cable charger don't last for over 2 months. They start fraying on both ends. Went to the store to tell them about it and the arrogant manager told me that apple does not cover the particular item. When you get big usually the CS falls. This USB cable is a known issue.

 

[dr150]

protip: if you don't buy applecare you're going to get boned

Wrong.

Applecare is worth its cost. You can even get it cheaper thru B&H.

Read the reviews of people that have this plan. Bank on electronics breaking....and having this plan can save you loads of money.
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To the OP.....when you get shit from ANY Customer Service rep, ask for a supervisor. If you still get crap, hang up, call again. Eventually you'll get your way if you're fair with your complaint.