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 Bad support, rude behavior
Posted Mon September 18, 2006 10:06 pm, by Daniela E. written to Apple Computer Inc
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I recently bought a MacBook and loved it so much I convinced my mom to abandon PC's and go mac too. She is a little less computer savvy, but with a mac, I figured that would be fine because it's so self-explanitory in many ways. HOWEVER, somewhere along the initial setup process she seems to have made a different password for her keychain and has had issues accessing Safari and her email. We tried to troubleshoot w/the website info, but were unsuccessful. We called Customer support today, Sept 18, at 8:15pm EST and at 9pm she had to leave to go home. I stayed on the line holding until 9:40 at which time I did get a person on the phone. I asked him to take my number in case we were disconnected and he said he can't because it's after 9 and they don't make call backs after that time. So I explained the problem and he said "is the computer in front of you" and I said no. He said then you have to call back tomorrow. I said I've already waited one hour 45 minutes, I'd like an idea as to what the manner to reset the keychain password would be. He said he's not going to argue with me (I was quiet and calm at this point) and that he has other calls to take so I'll just have to call back since the computer isn't in front of me. I said I have my computer here (exactly the same one) and he said, "but can you recreate exactly what the problem is?" I said I just want you to show me how to reset a keychain password. What it said on the website didn't work. He said no, call back. I said, well then I do have the computer here in front of me. Please tell me how to fix it. He said I'm not going to play games and I started to interrupt and ask what time of day there aren't 2 hour waits but HE HUNG UP ON ME.
What kind of customer support is that? I am completely OUTRAGED!!!! Especially since I MYSELF have other issues I wanted resolved with MY computer but never even got to discuss because HE HUNG UP ON ME.
I expect a call/email directly to me apologizing for the RUDE and unacceptable behavior of your staff member. I never got a name, because of course HE HUNG UP ON ME. I was not loud, I didn't curse, I wasn't rude, I was upset that I wasted an hour and 45 minutes of my life not dealing with other things tied to a phone because my cordless battery died while waiting so long and he just hung up. There was no, "talk to my supervisor" or "is there anything else you want me to address with you" or even the answer to my question of when to call w/less wait times. What kind of training do you give these people? Maybe he just wanted to go home? I don't know, but I don't really care. I paid for a service plan and I expect to get it. Do you plan to refund me part of my money since your staff didn't want to deliver the service I paid for?
I am utterly furious right now because I have NO issues resolved and have lost 2 hours of my night for nothing.
I want a call back from a technical support person between the hours of 10-11am EST or 12:30-1:30pm or 8-9pm with the troubleshooting protocol of safari frequently freezing up while loading pages for me; the answer to why my email occassionally asks for my password saying it was no good (it's on my keychain) and I'd like someone to call my mother and help her through her keychain issues. She has apparently forgotten her password (as it's not her account password) or has been locked out of her keychain and needs immediate help.
I'd also like an apology for having your staff hang up on me before even asking if there was anything else I may have needed.
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by dragonflygrrl Posted Wed September 20, 2006 @ 11:59 AM
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The only thing I can add to Zach's aweseme post is this: It is almost
universally the policy of all tech support departments to not
troubleshoot unless the caller has the device in question actually in
their possession. The reason for this is that troubleshooting flows
are set up to stop if the problem is fixed. So after telling you to
push this or that button or access this or that screen, they will ask
if it worked. If the answer is yes, problem solved. If the answer is
no, they know to keep going. If they get through the entire flow with
no resolution, they know to either send you on to the next tier of
tech support or initiate whatever warranty may be in place on that
device. Sometimes the answer to their questions can prompt them to go
in one of a couple directions on the flow, to more accurately pinpoint
the exact issue. I'm sure you can see why this is rendered nearly
impossible without the device in front of you.
Other than that, all I can say is good luck getting this resolved.
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You're not a power user. That's not a knock on you, it's just reality.
Most Mac users aren't power users. You may not even know what an
administrator is. Or care.
But it is important. Without your administrator password, you can't
install system updates, security updates or most other programs.
If you've just been telling Software Update to quit when it tells you
there are updates for you to install because you've forgotten your
administrator password, there is a way to reset your password.
Go find the Software Install and Restore disks that came with your
Mac. If it is a fairly recent Mac, the discs will be DVDs, otherwise
they will be CD's. If you have the boxed copy of OS X 10.2 or 10.3,
start up from that disc.
To start up from a CD or DVD, insert the disc and go to the Apple
Menu, pull down to restart and let it go. Hold down the C key until
you see the pretty gray Mac symbol. If your computer won't start up
off the CD or DVD with the C key held down, then hold down the option
key while restarting and select the CD or DVD.
As the system loads, a box will come up asking you which language you
want to use. Pick your preferred language. The next dialog box will
welcome you to the Mac OS X Installer. At this point, you want to
ignore the dialog box and go to the Installer menu and pull down to
Reset Password. Follow instructions: pick the drive and user you want
to reset, enter a new password twice and click save. It's best not to
mess with the user named System Administrator (root). Just go find
your user name and select that.
Quit the Installer, which will restart the machine, and you are ready
to go. Now that you know your password, you can install all that stuff
you've been putting off.
Here's another quick tip: You hate waiting for Software Update to
download those huge updates, right? Well, you don't have to. Go to
System Preferences: Software Update. In the first window that pops up,
the Update Software tab has check boxes for Check for Updates and
Download important updates in the background.
Check the Download box and when there are updates, the system will
automatically download them and wait for you to tell it to install
them. This feature works best with always-on broadband or other
high-speed Internet connections.
Pretty neat and saves you a bunch of time waiting.
Don Foy is a past president and current Apple ambassador for the Upper
Cumberland Macintosh User Group in Cookeville, Tennessee. He is also a
former newspaper reporter who has been fixing Macs for 13 years. His
first Mac was a Mac Plus maxed out with 4MB of RAM and a 17MB hard
drive.
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Yikes!
by muriel Tue September 26, 2006 @ 3:56 PM
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Wow.
by dragonflygrrl Wed September 20, 2006 @ 11:54 AM
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SHARED LETTERS 
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