• Report: #816521

Complaint Review: Apple Store @ University Park Village,

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  • Submitted: Sun, January 01, 2012
  • Updated: Sun, January 01, 2012

  • Reported By: Michelle Dyche — Fort Worth Texas United States of America
Apple Store @ University Park Village,
1620 S. University Drive, Suite 201Fort Worth, TX Fort Worth, Texas United States of America

Apple Store @ University Park Village, Apple Care Plan is a Rip-Off and when I called to explain how I felt , I was hung up on by a manager at this location Fort Worth, Texas

*Author of original report: For the confused and the helpful

*Consumer Comment: Confusing

*Consumer Comment: Electronics warranties

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My daughter received a Macbook Pro last year for Christmas from her grandparents. Her powercord to the laptop quit working. I took the cord and laptop to the Apple Store at University Park Village in Fort Worth to get a new one. A guy named Brian helped me, tested the cord and said one part of the cord quit working for some reason. He looked up the name and said the laptop was purchased in November so the laptop wouldn't be covered under the Apple Care policy.
 I said well she never even used the laptop till Christmas day, that her grandparents may have purchased it in November but it was a Christmas present.
 He said I'm sorry mam that's Apple's policy and was really nice about it.  So I left and thought about it some more and thought, even so, given the circumstances this is not fair. She didn't use the laptop till the 25th of December and I'm not buying it that the sales people had no idea it was a Christmas present. So I called to speak to a manager which was a girl and unfortunately I didn't catch her name. I explained the situation and she said the same thing not as politely put as Brian so I said I was already made aware of the policy ,I just wanted to let her know that I felt it was a rip off given my daughters situation. During this time I was interupted , so we are both trying to talk and I said excuse me but you interupted me so she let me finish and afterwards I sat there for a minute on the phone and said hello but no answer. I could hear the noise in the background so I sat there not knowing if she was going to ever answer or what  and then she said,"Can I speak now?"
 I couldn't believe this was a manager acting so immature. I said there's no reason to be a smart ass especially since you were the one who interrupted me to start with. She said I will not be treated this way I am hanging up on you now.   So basically since the grandparents bought the laptop 2 months before Christmas day my 13 year old daughter was ripped off two months of Apple care that she was entitled to have plain and simple. Instead of the manager understanding where I was comming from or trying to help the issue she presented herself unproffessional by interrupting when it was my turn to speak and then immature with the " she was going to get even with me now attitude" as if I had lied about something. This is not the way you treat customers. Now aside from the not standing behind their Apple care warranty this next question and statement is my personal feelings as far as the powercords are concerned being that we also have 5 iphones in the family. 
Apple claims they make state of the art electronics why can't they make state of art plugs to go with them? The laptop cord and their phone cords have no reinforcement at the ends like all other cords do, which leave them flimsy and succeptible to early damage or to quit working. 
I personally feel this to be an underhanded scam with the company otherwise they wouldn't make crappy cords, but somebody is really raking in the dough and everyone knows it's all about money. Just get another cord and put it next to apple's cord and you will see a major difference.  The plugs are expensive 30.00 for the phone and of course the laptop cords are $79.00. Believe me your not paying for what you get.  Since Apple will not stand behind their products and the warranty they sell by then basically calls me a liar about my daughter first using her mac on Christmas, I will not purchase anymore of their products. I forgot to mention my daughter has a full warranty for her macbook pro with Best Buy which will cover Apple's crappy cord that Apple should have paid for. I believe that's the same as stealing or fraud where Apple is concerned.

This report was posted on Ripoff Report on 01/01/2012 10:37 AM and is a permanent record located here: http://www.ripoffreport.com/r/Apple-Store-University-Park-Village/Fort-Worth-Texas-76107/Apple-Store-University-Park-Village-Apple-Care-Plan-is-a-Rip-Off-and-when-I-called-to-816521. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 0Employee/Owner
Updates & Rebuttals

#1 Author of original report

For the confused and the helpful

AUTHOR: Mamie Thornbrue - (United States of America)

 I didn't mean to confuse anyone. I didn't have much time to write my complaint this morning and I had no idea people like yourself would have the time to read my problem with the Apple Store and pick at it like so. I was a little ticked off about the whole deal and how I was treated. Yes I said smartass, if that's stooping to her level then so be it. I was the one with a complaint so I expected to be treated fairly and at least given a chance to speak without being interrupted.  Yes my daughter's laptop should have been covered under Apple care because the fact is, it wasn't opened till Christmas. If that's asking for an exception then that's what I expected. I'm not a liar. They should consider special warranties for Christmas purchases. No I didn't know at the time when I dealt with Apple that an extended warranty had been purchased and later discovered this. I didn't purchase the laptop her grandparents did. They also purchased an extended warranty with Best Buy. That's great for her but still doesn't excuse the fact of how I was treated by the manager. Sorry if I lost my cool I'm human not  J.C. I do agree I should have taken her rudeness and said Thank you too. I was just telling the truth of what happened. I didn't mean to cause any confusion.  I just wanted to let people know what happened but mainly I wanted to get even with the manager for being hung up on. If that's wrong of me then I'm sorry and I can't erase what I've said but it was all true and about the cord problem thanks for the suggestion. I was being lazy and decided to add it in there because it was a personal problem of mine and figured I would kill two birds with one stone. I appreciate your advice. It makes much more sense to separate the two complaints. Thanks.
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#2 Consumer Comment

Confusing

AUTHOR: Robert - (U.S.A.)

Because Apple Care is a 1 Year Warranty and you didn't give specific dates it appears that the Laptop was probably bought in November 2010, it was given as a gift in December 2010 and the cord broke somewhere between November 2011(after the original purchase date) and December 2011.

In looking at your report you sound like the typical person who doesn't think that warranties are good, but because your situation is "special" they should make an exception for you.  Because in your case since she didn't get it until December you figure that they should just extend the warranty for as many months.  Well not saying that you would do this(but many people would try), what would keep someone from saying that they actually didn't use it until January or February.  What about the people who say that they were out of the country for 2 months and just forgot to take their laptop.  Should Apple or any company be obligated to extend the warranty for their "special case" as well? 

But here is what is really confusing.  Throughout the ENTIRE report you are talking about how Apple should make an exception and extend the warranty in your case.  But at the very end of the report you say that you "forgot to mention" that Best Buy covered this under the warranty you bought with them.  

So if you bought it from Best Buy, had a Best Buy warranty, why were you going through all of this to get Apple to make an exception for you?
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#3 Consumer Comment

Electronics warranties

AUTHOR: Brian - (United States of America)

The warranty on most electronic equipment begins at the date of purchase.  It's pretty much an industry standard.  Whether it was a Christmas present or not is totally irrelevant.  I don't work for the Apple store, but I imagine the store manager is not authorized to make exceptions.

 

As for the store manager, yes she did act a bit immature.  You could have left it at that, but you decided to stoop to her level and start cursing.  And before you say it, calling someone a smart ass is cursing.  This will get you hung up on in no time flat.  My wife used to work in the telephone center for a credit union.  She was instructed to hang up on anyone that started cursing at her.  In business situations such as this, cursing is not only uncalled for, it reduces your credibility.



As for your concerns about the quality of the AC adapters for Apple products, try addressing it with Apple's corporate headquarters.  They may surprise you and go ahead and replace it.
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