Path: utzoo!utgpu!jarvis.csri.toronto.edu!clyde.concordia.ca!uunet!samsung!zaphod.mps.ohio-state.edu!mips!apple!rewing From: rewing@Apple.COM (Richard Ewing) Newsgroups: comp.sys.mac Subject: Re: Apple OS 7.0 - Cost? Message-ID: <37516@apple.Apple.COM> Date: 30 Dec 89 03:03:09 GMT References: <35036.2598DF8A@cmhgate.FIDONET.ORG> Organization: Apple Computer Inc, Cupertino, CA Lines: 93 In article <35036.2598DF8A@cmhgate.FIDONET.ORG> Adam.Frix@f200.n226.z1.FIDONET.ORG (Adam Frix) writes: >Adrian Sullivan writes: > >AS> a month or so ago i posted a note saying how the local mac >AS> dealer in the State College, PA area was not giving out the >AS> startup disks for free (they were selling a $50 dollar >AS> package of disks w/ manuals) ... i talked with the manager >AS> of the store, and he said that apple told him that they were >AS> no longer allowed to give away system software as of 6.0.3 >AS> ... a person or two from apple (before validating what the >AS> manager said) and i was told that apple still gives out free >AS> upgrades if you bring the master disks (but it was the >AS> dealers option to allow it) ... > > >I, too, was lied to by a Columbus, Ohio Apple authorized dealer (Micro >Center, if anyone cares). They said damn near the exact same thing. >Something about "oh, we _just_ got in a memo from Apple saying we'd lose >our authorized dealer status if we gave away system software..." A call >to Apple 5 minutes later showed just what you said--it's the dealer's >option to give it away or not. I found another dealer who was _MORE_ >than willing to make up for Micro Center's deficiencies like that. The >only thing you can do is vote with your dollars and never go to that >dealer again. Better yet, as VP of PAMUG, you have some clout. Let >that dealer know that he's soured ALL relations with PAMUG, and PAMUG will >let anyone who cares to ask know just how that dealer does business. > >Now, on a related topic, does anyone else agree that if Apple would only >set up a decent, decently policed dealer network, with factory support and >supervision and a factory route for customers who were "worked over" in >this manner (a la Toyota and Honda), it would go a long way toward easing >our gripes about Apple's outlandish prices? I mean, some of us are >willing to pay the price, if it includes service. But when it's a high >price with little to no service included, many people will go elsewhere. > >--Adam-- > >+-- Export 3.0 > >-- >Adam Frix via cmhGate - Net 226 fido<=>uucp gateway Col, OH >UUCP: ...!osu-cis!n8emr!cmhgate!200!Adam.Frix >INET: Adam.Frix@f200.n226.z1.FIDONET.ORG First of all, I would like to defend Micro Center's policies. I think the initial reaction from whomever that you talked to was wrong, but I know that it does not affect all of the Micro Center stores, as the one in Atlanta will let you copy system software on request... I know, I've seen it happen and have discussed the policy with them (they wanted to know at one time if we were still using the free upgrade policy, so they would be correct in giving it away to customers). Second, the Apple dealer network *is* supposed to be factory supported that maximizes service to the customer. The problem is in the "policing." Our dealer organization is too large for us to monitor as closely as you would like, but they are monitored, and customer comments or complaints are carefully tracked. However, many dealers and dealer sales people forget the path that they are supposed to take in solving a customer problem. For example, if a customer approches a sales rep with a question he/she can't answer, and no one else in the store can answer it, then the rep is supposed to call the Apple distribution center in their territory for the answer. We have a staff of people at each site whose sole purpose is to answer customer questions from the dealer. Get them to use it!!! DO NOT, I repeat, DO NOT ask for the number to the dealer Q/A hotline because they are NOT supposed to give it to you. We don't have enough people to handle individual customer problems and complaints. And if the distribution center staff can't answer your question or solve your problem, then they are supposed to call Cupertino and solve the issue. The system works... I've seen and used it myself. Just remind your dealer that it exists and is available for their use. And if they are clueless enough not to know what the phone number is for the distrbution center (a reprehensible crime), then have them call their local Apple office, who will have the number. believe it or not, Apple's support organization does exist, and has a specific way to access it. Make sure your dealer remembers how and when to use it. I've even had to remeind certain dealers of its existence. They can forget! -- __________________________________________________________________________ |Disclaimer: I run 125 INITs. Nothing I say can be seriously considered. | | | |Internet: REWING@APPLE.COM-----------------------Rick Ewing | |ApplelinkPE & MacNet Soon!------------------Apple Computer, Inc. | |Applelink: EWING--------------------100 Ashford Center North, Suite 100 | |Compu$erve: [76474,1732]--------------------Atlanta, GA 30338 | |GENIE: R.EWING1--------------------------TalkNet: (404) 393-9358 | |USENET: {amdahl,decwrl,sun,unisoft}!apple!rewing | ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^