DON'T you dare outsource like Apple.
I noted yesterday that I bought my first mac in years, but in a follow up conversation with support, I discovered that the "ships within 24 hours" didn't apply to my iMac because I had reconfigured it.
The problem is, in my mind I basically bought the top of the line iMac and didn't reconfigure anything - and the service rep on the phone agreed with me and asked for a moment to clarify the reason for delay of my delivery, which now Apple was saying would be about 2 weeks!
A manager came back on the phone and said because I added iWork pre-installed, that was considered a reconfiguration. "Are you kidding me?" I said, (jostling for something free ;-)). She went on to explain that even though iWork is Apple designed software, they send my iMac to CHINA to get iwork installed, then its shipped back to them, then to me in Toronto!
After expressing sincere shock at this monumental waste of time, and misleading shipping information, she reverted and said she would send iWork separately for me to install for free, and has expedited my delivery to express, also for free.
I outsource as a regular part of my business, but I cannot come to grips with the logic that leads a corporation in sending large pieces of hardware around the world in order to have someone install a CDROM.
That is simply outsourcing USA/CDN jobs without cost savings - while adding an unnecessary burden to the customer service cycle. Not very thoughtful in these economic times.
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Barbara Wilson
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How to add a custom thumbnail image to your Youtube video
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