iDisappointed with Apple
I've got a tiff with Apple, Inc. I am admittedly a big fan, so I won't condemn the whole juggernaut. It's their notorious customer service department that has me proverbially shaking my fists.
Last week, after a 45 day trial of iWork '05, the almost-drop-in replacement for Microsoft Office, I decided to shell out 49 educational dollars for a license. Then two days ago Steve announces, among others, the release of iWork '06. With zealous anticipation, I open Keynote and look for the "Check for Updates..." menu item. But no such item exists. Strange. I then go on the iWork website and search for the Upgrade link. No dice. It then begins to dawn on me that I might have to purchase iWork '06 separately.
I read all their refund and upgrade policies, and find, to my chagrin, that although Apple offers a full refund for unopened software boxes that have been received within the last 14 days, they offer no refunds for software licenses or software downloads. They also have some 10 day price reduction guarantee. But in my case, the software has been licensed over the last 10 days (and hardly used). I feel gipped.
I called them up and after being shuffled between 3 representatives, got on the line with someone senior enough to conduct a heated argument that featured musings on the information age, an analysis of network bandwidth, and a dispute over the definition of corporate loyalty.
While their argument rested on technical minutiae, I waxed philosophical. They maintained that the policy clearly states that software downloads, including licenses, are nonrefundable. They further stated that there is no way for them to revoke the license key for the older version. When I asked them what good it would be to run the older version when I have the new version, they expressed their concern that I would just give the old license to someone else.
We then got into a diatribe over software versions. I ignorantly purchased iWork '05 with the understanding that, while its functionality is quite limited related to MS Office, I'll be readily able to upgrade when the new version comes out. I really like the interface and Cocoa integration, so the functional flaws didn't bother me that much. But they subscribe to a different philosophy. iWork '06, which they repeatedly referred to as iLife '06, is a completely separate product than iWork '05 -- or, as they referred to, iLife '05.
But I wouldn't let the truth get in the way. I saw that I had to take a different approach. So I invoked an economic argument. Are they really losing out, I reasoned, by sending me software? It's not like hardware which they would have to restock. It's just bits of 0s and 1s. I told them I refuse to pay for iWork '06. So they're not losing any money. In fact, by winning their argument they're only losing a loyal customer. I told them that I sing the Apple tune to my friends and family, and urge them to buy Apple products. And now, all I will do is qualify my Apple endorsements with "... but their customer service ain't worth a braes farthing."
Besides a $20 discount on the next purchase, which I told them to keep, they would not budge. In all seriousness, I can understand their position. They have an SOP and they stick to it. But a reputable company like Apple needs to incorporate some accommodation into their customer service procedures. A customer service department is, though on an individual level, the company's public face. I know better than to judge Apple based on this experience, but I'll be sure to think twice next time I'd like to purchase a frozen version of their software.
Last week, after a 45 day trial of iWork '05, the almost-drop-in replacement for Microsoft Office, I decided to shell out 49 educational dollars for a license. Then two days ago Steve announces, among others, the release of iWork '06. With zealous anticipation, I open Keynote and look for the "Check for Updates..." menu item. But no such item exists. Strange. I then go on the iWork website and search for the Upgrade link. No dice. It then begins to dawn on me that I might have to purchase iWork '06 separately.
I read all their refund and upgrade policies, and find, to my chagrin, that although Apple offers a full refund for unopened software boxes that have been received within the last 14 days, they offer no refunds for software licenses or software downloads. They also have some 10 day price reduction guarantee. But in my case, the software has been licensed over the last 10 days (and hardly used). I feel gipped.
I called them up and after being shuffled between 3 representatives, got on the line with someone senior enough to conduct a heated argument that featured musings on the information age, an analysis of network bandwidth, and a dispute over the definition of corporate loyalty.
While their argument rested on technical minutiae, I waxed philosophical. They maintained that the policy clearly states that software downloads, including licenses, are nonrefundable. They further stated that there is no way for them to revoke the license key for the older version. When I asked them what good it would be to run the older version when I have the new version, they expressed their concern that I would just give the old license to someone else.
We then got into a diatribe over software versions. I ignorantly purchased iWork '05 with the understanding that, while its functionality is quite limited related to MS Office, I'll be readily able to upgrade when the new version comes out. I really like the interface and Cocoa integration, so the functional flaws didn't bother me that much. But they subscribe to a different philosophy. iWork '06, which they repeatedly referred to as iLife '06, is a completely separate product than iWork '05 -- or, as they referred to, iLife '05.
But I wouldn't let the truth get in the way. I saw that I had to take a different approach. So I invoked an economic argument. Are they really losing out, I reasoned, by sending me software? It's not like hardware which they would have to restock. It's just bits of 0s and 1s. I told them I refuse to pay for iWork '06. So they're not losing any money. In fact, by winning their argument they're only losing a loyal customer. I told them that I sing the Apple tune to my friends and family, and urge them to buy Apple products. And now, all I will do is qualify my Apple endorsements with "... but their customer service ain't worth a braes farthing."
Besides a $20 discount on the next purchase, which I told them to keep, they would not budge. In all seriousness, I can understand their position. They have an SOP and they stick to it. But a reputable company like Apple needs to incorporate some accommodation into their customer service procedures. A customer service department is, though on an individual level, the company's public face. I know better than to judge Apple based on this experience, but I'll be sure to think twice next time I'd like to purchase a frozen version of their software.