Apple / iPod frustration

[Flur]

I'm going to refrain from Apple bashing (I refuse to buy their products, let's leave it at that), but as someone who generally gets their way with customer service I have a few tips to offer.

Be calm and be firm. Every time you get on the phone with them or go to the store, mentally tell yourself that you are not going to leave or get off the phone until you get what you want. Don't be unreasonable, but don't be so reasonable that you wind up settling for something you don't want. It also helps if you get into their shoes and try to put them into yours - "If you were in my position, would you think this is okay? Wouldn't you want someone to help you make it right?" Don't be afraid to tell them you're frustrated or that you're flaming mad, but don't yell or freak out because that tends to turn them off.

Also, if you go to the store, don't bring your SO, do your best to smile, and try to speak to a male service person. It may sound silly, but men are more inclined to help a woman out than woman to woman or man to man.

[badgercat]

Thanks for all the tips, everyone.

Kermit and Wolfak, glad to hear you got things resolved with your iPod troubles (eventually).

Pardes, I LOVE MediaMonkey. I even bought a "lifetime license" so I could get updates to latest versions and such. And then less than a year after springing for the license, I bought an Apple computer, and MediaMonkey doesn't work in the Mac OS. Oh well. The stingy side of me feels like I wasted money, but when I think about supporting folks who are developing cool software, well, then I don't feel like I wasted a cent.

Flur, you've of course made me incredibly curious what you have against Apple. But I'll refrain from asking since you were so good about refraining from telling.

I will bring it back to the Apple store as soon as I can once it's returned (though, the problem is this all happening around Thanksgiving when the malls will be a mess I think maybe I'll actually try to schedule an appointment just to make sure they give me their full attention) and do my best to keep my cool. Maybe before I even talk to anyone, I'll go over to the iPod classics and shake a few (that wouldn't look suspicious at all, right? *snort*) just to make absolutely sure that what's going on in mine is not normal and have that up my sleeve. Like I said, someone working at the store shook it and thought it was abnormal, but maybe she just... hadn't shaken enough iPods?

[Blueberry]

You've gotten some great advice here. I do have an ipod, but have a beef against Apple from a long ago problem.

Another thing to consider - I know this was a joint gift. Did you by chance pay with your credit card? Might be worth involving the card company if Apple won't give you what you want. They would probably (I'm guessing based on experience) do a charge back and let you return the device to Apple. I would think you could then order another one (assuming you still want one after all of this).

CA

[Mr. Bloom]

I just got an iPhone.

Friday: One hour+ for in store set up.

Saturday: Three emails saying I didn't have the data plan that I purchased...one hour on the phone being told that this was not possible because they would not release the phone without the plan! But, iwas assured it was fixed!

Sunday: Internet/email not working! Visit to store and now working after wasting three hours on this unplanned purchase!

Time saving devices rarely save time. Richard Foster Celebration of Discipline

[jesvetmed]

I know this doesn't help with the engraved product you ordered, but I have started to purchase all of my electronics from Costco, when able. I had a classic ipod die, and costco took it back no questions asked (you absolutely have to have all the parts, however and a receipt). They gave me cash for the purchase price, and I walked back in, bought a better (bigger HD) classic, and had enough change left over to buy dinner for DH and I.

Their return time period is shorter than it used to be (was TWO years!), but still, if something goes wrong in the first part of ownership, you can take it back, no questions asked.

Good luck with your ipod. It sounds like many here don't like them, but I've loved the product in general... I hate to admit it, but I have the classic, a nano, and just got a shuffle for a birthday present! Can you say addicted?

Jes