Apple Reneges (The Tale of 5 MacBooks Part II)
[Part I](https://www.reddit.com/r/macbookpro/comments/9012ex/the_tale_of_5_macbooks_and_counting/) TL;DR:
1. 4 brand new MacBook Pros 2018 in a row had cosmetic flaws (chips, missing color) out of the box @ the Apple Store, as witnessed by Apple Store staff.
2. Customer service offered to give $300 for returning the FREE beats that came with the BTS offer (shouldn’t be possible, but was confirmed with 2 separate customer service agents), then tells me there’s “Misinformation” within Apple.
3. 3 hours-long trips to the Apple Store later, I’m concerned about Apple’s quality control. As a long time Apple user for years with every product line they make, this is something I’ve never seen or heard before.
1. As you’ll see in my screenshots, I’m always courteous and professional in my encounters with Apple. I try, even when I’m very upset by the whole ordeal, to be clear and rational.
2. Yes, I’m a design freak. It’s why I buy Apple products — they have the best design, fit and finish overall. But do let me know if you suggest a better option. Thus, I struggle with the idea of a brand new, expensive MacBook being chipped/flawed out of the box.
3. No, I don’t hate Apple. I’m a years-long Apple user and I love many of their products. I’m not here to start fights or spread false stories. If you’d like to discuss something, please keep it civil and intelligent.
4. No, I don’t think anyone should be able to return the BTS promotional “free” Beats for $300. I made it clear with Apple that I’m simply pointing out that their chat with me was misleading. Please see for yourself.
So this afternoon I received the scheduled call from the customer service manager (call her M2) that spoke with me last night. As mentioned, she said they might be able to offer $300 credit for the inconvenience (to me, it’s more of a quality concern for all MacBook 2018s, and I’m pissed that I got 4 defective ones in a row after all these trips).
She spoke in a very controlled, low voice, instead of M1, who sounded genuine and understanding. No matter. She basically said that she and M1 reviewed my chat log, which I found confusing because it suggested they were willing to “return” my Beats (that I never got) for the full $300 retail price. She said that the manager “above” her and the team reviewed the chat log and decided that they see no basis for my confusion. She curtly said that they would still honor the $200 credit promised by M1, but it’s a final offer, because they don’t see why my chat and my call with M1 left me believing that they would give me $300 back for the Beats as well. We talked back and forth for half an hour, and she insisted that to her, as well as her boss, said chat log was entirely clear on Apple’s part, and that I didn’t ask the question clearly. She kept reiterating that “you didn’t say that *’in lieu of the promotion, will I still be able to get $300 credit on my order'”.* Ok. What did I say? As you’ll see in the screenshots, I said, twice: “Since the Beats were part of the promotional offer, could we check if I’ll get the $299.95 for returning it?” They could see my order, and they should have well known that the “promotional offer” I’m referring to could ONLY have been BTS. And what did they reply? “Yes you will!” Subsequently, there was no “but” or any clarification that in the end I won’t get any real credit/money back.
Here’s the whole thing (excuse my poor redacting. first time doing this):
Now, I’m not claiming this is 100% their fault, and again, I didn’t think they would give $300 for a “free” pair of beats. But after “green” (above) and M1’s call with me who said we’d “figure it out”, neither, with plenty of time and context, clarified to me that “by the way, you won’t really get any money back because we’ll just charge you $300 extra when we return you the $300”.
At this point, M2 starts cutting off my questions about how what I said was incorrect and misleading in any way, and just kept saying “$200 is our final offer. You won’t get anything more out of this.” And I told her that at this point, I’m just frustrated at their poor quality and unwillingness to admit they could’ve been more transparent/clear. So she said “So am I hearing that you, sir, are declining our offer of $200 credit?” I said I don’t care and I’m not “negotiating”, as she insinuated, to get more money out of them. I want them to report the quality issues, and admit that they weren’t being clear, and that they need to be clear to their customers. Honestly, if they came back to me and said “we’re sorry, but it was a misunderstanding and we could’ve done more to clear it up sooner”, I would’ve happily walked away with my $200 credit.
She was getting passive aggressive with her voice, and tried to get me to agree to what she said and take the offer and leave, but I refused, and asked to work with M1 again to clarify things. Again, just admit you could do better, and don’t do this to other customers, Apple. It’s even more frustrating when a customer service manager refuses to listen, keeps repeating the same argument, and keeps assuming that I was some petty customer looking to “negotiate” and extort money from them.
No! I just wanted a god damn non-damaged $2000+ MacBook the first time I ordered!
So we scheduled a call for M1 and me tomorrow. Let’s see how this works out.