Path: utzoo!utgpu!news-server.csri.toronto.edu!cs.utexas.edu!usc!apple!marc From: marc@Apple.COM (Mark Dawson) Newsgroups: comp.sys.mac.hardware Subject: Re: Apple Service Message-ID: <40754@apple.Apple.COM> Date: 5 May 90 00:46:54 GMT References: <3041@ultb.isc.rit.edu> Organization: Apple Computer Inc, Cupertino, CA Lines: 79 In article <3041@ultb.isc.rit.edu> jjw7384@ultb.isc.rit.edu (Jeff Wasilko) writes: >Apple Dealer Service. (An Oxymoron?) > >This is probably an Apple owner's biggest fault with the Apple dealer >network, and unfortunately we had some serious problems two weeks ago >when we had a service tech in for memory upgrade and video card >installation. > >Our local dealer is Computerland/Leon's, and our department has an >on-site service contract with them. We had purchased 2 two meg upgrades >and a Radius FPD to be installed in three different SEs. > >We operate as a production type shop, so time is money for us. I >scheduled the service call for noon so that I wouldn't loose too much >billable time. Computerland's service technician (and I use that word >loosely) arrived two hours late. He also didn't bring the correct tools. > >I've done a few memory upgrades for myself and friends, but I opted to >have someone else do our equipment in case their was a problem. It was >evident to me the guy they send had never seen the inside of an old SE. >As he was putting the mac back together, I casually asked him which bank >he had installed the 1 megs SIMMs in. He said he didn't know which bank >they should go in, and that he was going to just start up and see what >happened! I also asked him if had clipped the resistor, and he gave he >same answer. > >After powering up the mac and finding that it didn't work, >he discovered that he didn't bring any wire cutters. He reached over to >the desk and grabbed a pair of scissors and tried to get at the >resistor. At this point, I asked him to take a break and I called our >saleswoman to find out guy was. (I should also mention that he didn't >use a grounding strap or any care to avoid damage.) > >They ended up sending someone else down to finish the upgrades, and we >were back up at 5:00 (loosing 4 hours of billable time). I doubt that >the original tech could have installed the Radius card. > >I guess what I'm getting at is, what alternatives do people have with >other 3rd party service contractors? I've heard that TRW and Xerox >provide service for other computer companies, but do they work on Macs? >Is there some other company I should look at? > >We're very close to ordering a IIfx and related hardware to run as a >postscript RIP for our L300, and after this service snafu, I'm really >paranoid about Apple's service network. I have my doubts about their >ability to keep us up and running if a critical mac goes down. My boss >has the same feelings. > >I hope there's an alternative (and I wish we didn't need one). > >Jeff I'm very sorry about the unqualified service you received. I'm sending your memo to the people in charge of customer service. I wish I could promise that they'd send a bolt a lighting that would strike your dealer and turn him (her/it?) into the Cinderella of dealers, but things take time. Please (I'll send this directly to you, but in case the mail bounces, I would like to make sure you see this) send the dealer's name, address (there must be thousands of Computerlands), and any other information you can on the service call. I promise to forward this information also && if possible, make sure no one else has to face this dealer/ technician. There ARE competent (and even very good) dealers out there, I (and for Apple) appologize for your mistreatment. Apple IS trying to improve its dealer network. Please send any dealer complaints to our customer relations dept (AppleLink C.RELATIONS, usenet: C.RELATIONS@Applelink@Apple.com) Mark -- --------------------------------- Mark Dawson Service Diagnostic Engineering AppleLink: Dawson.M Apple says what it says; I say what I say. We're different ---------------------------------