Hold on Magnolia to that great highway moon…

Customer service

My iPod broke down about a week ago, for no reason at all. I had it connected to the computer over night, but in the morning it did not work.

To get support for this me myself had to look what's wrong with it, test it and then even diagnose it to put this in a technical report on Apple's website. After doing this I was not given any kind of information on what would happen, only that they would contact me for further details on what would happen.

As this is on the internet, I of course assumed that I would get contacted on whether or not I could send the iPod to Apple for repair/exchange via e-mail, but I did not even get a confirmation e-mail that I had set up this technical case.

This was one week ago and yesterday I noticed three small little notes from UPS which I had earlierd missed in my mailbox saying that they had been there trying to deliver something from Apple to me. As it was the third try they had given up.

I have no idea what they wanted to send me, as they did not contact me in any way regarding this. As they did not say that they would send me this via courier, I could not arrange for someone to receive or have it sent somewhere else or maybe even being there myself. I could even have gone away, and missed all this, not knowing anything. I would then have to go to the Apple website again and look myself why nothing had happened.
I called UPS today to see what they would do and if they could send the package somewhere else, something they said they could not do and that I had to contact Apple.

So be done, and after waiting for 10 minutes on the line a guy finally answered. I started to explain the whole situation and was interrupted the whole time by him, not knowing what I meant, trying to get me to do this myself on the internet. After finally being able to explain the situation to him he explained that I had to wait for UPS to send the package back to Apple so that I, me, myself, could set up another technical case on their website. Sure, that's fine with me, I can do that. I just don't understand how someone who don't knows his way around a computer and technical terms can be able to do that in order for a technician to understand. If they even look at what their customers put in the case that is.

Anyway, before hanging up I just wanted to give them some advice that they maybe should send an e-mail to their customers saying that they will send a package to them. The person working for Apple answers in a very arrogant tone that "no no no, we cant do that" before I had even explaind it fully. I was continueing to explain why, and he answered again "no no no" and then "we have sold 14 millions ipods, do you understand how much work.." at where I've been so pissed of him interrupting me and being arrogant and sounding like I had called 6 am on Sunday morning so I just ended the call saying "well goodbye then you fucking moron".

This has all probably been very dull for you to read, but I needed somewhere to get this out before writing a handwritten letter to them. Yes, that's right, a handwritten letter. Why? It's because I know handwritten letters are always the worst and the one's you take most serious when you handle them on the customer support.. So it's sort of a revenge for what I do at work myself too.. Especially as my handwriting is kind of unreadable.
But the whole point of this was anyway just to ask the question how someone, working at a customer support or not, can be so fucking arrogant to someone giving proactive criticism.

No matter what, at least they got something to talk about for 5 mins there by me telling that moron to fuck off.