I have previously written about the deteriorating level of support at Apple Computer and the shocking treatment of customers who fell victim to a defect in the iPhone. This week, I had the third power cord for my MacBook Pro fail. Every cord has developed exposed wires due to common bending with the machine. In seeking to remedy the situation, I ran again into the same customer service wall that I experienced earlier with the defective iPhone. In order to get a new cord (under warranty), I had to see a “genius” as opposed to the dozen “specialists” standing around. But before I see a “genius” I had to have an appointment and there were no appointments available for hours. I stopped there before I was told that I also had to bring them the ruby slippers to gain entry to the “genius.”

This is all too familiar. Recently, Apple agreed to a multimillion dollar settlementover its iPhone controversy. You may recall that years ago, I posted an account of an ordeal over a relatively new iPhone that stopped functioning. When I took it into the store, they promptly informed me that I got the phone wet and refused to repair or replace it. When I told that that it was impossible that the phone had been “submerged” or saturated as they claimed, they opened the phone and confirmed that only one of two indicators showed water damage but still said that it voided any obligation of the company. Though I eventually got a new phone, my posting attracted many people around the world who said that they had the same experience. Well, Apple (without admitting guilt) is now agreeing to a settlement in a class action for people who were told they had such water damage. As suspected, it appears that the water damage indicators were defective. I read the settlement to mean that the company knew that people like me were experiencing a common defect but allowed their “geniuses” to basically tell us we were lying or stupid — and that Apple would not help us. That takes a truly horrific corporate culture among Apple executives and an equally horrific view of their customers. The settlement came with no apology or acceptance of responsibility. While a contractor (3M) took blame for a possible defect, Apple never explained why it continued to instruct “geniuses” to play dumb and blame customers.

Continue reading →