I called Apple yesterday. I was calm. I waited 20 minutes on the line for a customer service rep. They were busy, apparently. He picked up the phone and I asked to speak to a supervisor. He asked me why, and I told him I was calling with a complaint about customer service, and from then on, he was WAY nice to me. 20 minutes later, I had a supervisor. I told him what had been going on with the computer, starting 10 years ago when I decided I wanted a MacBook, and how excited I was to get one finally, only to have all of this go on. I told him what I'd been told, what had been promised falsely, and what had just plain gone wrong. I finally got to use the phrase, "This was supposed to be a fun, joyful occasion for me, but it has turned into a complete nightmare!"
And you know what? He cared.
He followed along with me in my customer notes. He saw the things they'd said to me and how wrong they were. He apologized profusely, made me feel like I wasn't crazy for being mad, and, best of all, he did something about it. After all my hassle, after all the people I talked to who apologized but didn't do anything, he's refunding me $200. Yes, you read that number right. How amazing is that? He said, "Well, you told me you work at a bank, so I know you appreciate money. Here's what I can do." And he did it.
He listened. He acted. He made all my anger go away.
And now I have $200 saved for my iPod touch I'm eying!
Best of all, my computer should be here today! Maybe the curse of disappointing Thursdays is over. I certainly hope it is.
Maybe, after all these long weeks and overemotional blogs, I'll finally have what I wanted.
Shake on it.
7 hours ago