How crApple treats its customers Part 1 of 2
hillaryr...@my-dejanews.com
Ford, Rick. MacInTouch. "Apple Store Problems."
<http://www.macintouch.com/applestore.html>. 1998 September 9.
--- MacInTouch. "Apple Support Problems."
<http://www.macintouch.com/applesupport.html>. 1998 September 9.
"We also know that consistent abuse of customers will damage a business, so
continuing reports from MacInTouch readers about Apple customer mistreatment
have us concerned. They document horrible Apple Store experiences and absurd
Apple Support experiences."
=====================
Apple Store Problems
From: [MacInTouch reader]
Date: Tue, 8 Sep 1998 19:02:44 EDT
To: MacInTouch
Subject: Truth
On August 9, I placed an order at the Apple Store for a G-3, custom
configuredfor video editing. The salesman told me it would be shipped in 7 to
10 business days.
I specifically questioned the length of time it would take, as my company
is in a trade show the weekend of October 9, and I need to produce a video
and complete the layout of promotional materials for this show.
When my computer did not arrive, I called for to check on my order, I was
told that they were backed up and orders will take 2 to 3 weeks. Going on to
explain my situation, I asked why I was not told this at the time of my
order, I was told "I don't Know".
I was irritated that I wasn't told the truth from the beginning and that I
would have to rearrange my project schedule, but I felt that I could still
have enough time to complete my tasks.
I somewhat expected the computer to take longer than the first quote, but I
figured that I could count on the second quote, and thus took no action to
regroup our project plan.
When 3 weeks came & went, I called the Apple Store, again and was given the
same 2 to 3 week estimate. When I informed the representative that 3 weeks
have already past, and again, explained my situation, she told me that there
was no other information available to her. She then gave me a number for a
complaint department.
I called, explained my situation, again, and was told that a realistic
estimate was 2 to 3 MONTHS! I couldn't breathe! I had just 6 weeks left to
prepare for the trade show.
She told me that everbody there knew this, but nobody was telling the
customers the truth. I was desperate and asked, nay, I pleaded for some help.
I said that I would gladly pay any type of fee to speed up my order. She said
there was nothing that could be done, but advised me to continue to check on
the orders status.
My company is relatively new & small. We don't have a lot of capital. This
$4000.00 computer represents the largest cash purchase we had ever made. We
had decided in Spring, that we need this computer and could use it to cut our
materials production costs for the trade show, and for future video
produtions. Finally, when we had enough money for the purchase, I called in
the order.
Had I been told the truth at that time, I would have blamed myself for not
ordering sooner. I would have decided (4 weeks ago!) to begrudgingly postpone
this purchase, and use the funds to hire outside agencies to produce our
necessary promotional material.
Now, I am playing Russian Roulette. "Do I cancel my order, hire an outside
agency for our promotional material, then reorder the computer and wait
another 3 months for it"; or "Do I hire an outside agency and hope that I can
replace the money in our account by the time my computer is ready"; or "Do I
just hope that it gets here in time"
I waited one more day and called the Apple Store to check on my order. This
time, I was given a date. My order was slated to be shipped on September 11.
I gave this careful consideration. Would I have enough time. Assuming that it
may take a week for the shipping, I laid out a new schedule for the needed
tasks.
While this schedule would indeed be hectic, leaving me 1 week to layout our
brochures, in time to go to the printer, and another week to produce the
video (along with my other full time duties). Although I had planned on 3
weeks for each task, I decided that it could be done, and having to reorder
the computer at this point would have an ill effect on other projects.
I had assumed that the representative from the complaint department, who
said she couldn't speed up my order, had indeed done so. What other
explaination was there. Surely, I could count on this one.
Well, I got a strange feeling and decided to check on the order again. NOW
IT IS SCHEDULED TO GO OUT SEPTEMBER 18. How could this be. In one weekend, my
order changed a full week in its estimated time of departure. What can I
expect next week, or even tomorrow. Then the representative told me that when
it goes out to be sure to get my tracking number because they usually get
lost in shipping!
Why am I getting these truthful confessions of what kind of service I can
expect, NOW. Why not 4 weeks ago when I could've been prepared.
I am screwed. I immediately started calling other agencies for estimates on
the video and brochure production. I am being told that either they booked up
and cannot make this schedule, or being quoted fees so exorbitant, that I
would certainly have to cancel my computer order to pay for it.
All it would've taken was the truth to save me from this predicament. If we
do not make this trade show, not only are we out the thousands already
invested, but we will be out the tens of thousand of dollars in lost sales
over the next 12 months.
And the completely ironic thing, is that I will still, in one way or
another, eventually purchase this computer. This is my reward from Apple for
making the largest purchase my company has ever made... lies.
[signature removed at reader's request]
Date: Tue, 1 Sep 1998 23:24:17 -0400
To: no...@macintouch.com
From: "Douglas J. Wokoun" dwo...@earthlink.net
Subject: Apple Store fraud
Cc: st...@apple.com
Greetings,
Ordering a computer from the Apple Store was the single biggest consumer
mistake I've ever made. Doing it with my check card follows as a close second.
On June 22, I placed an order for a build-to-order desktop in preparation
for my job transfer from Ohio to New York. The plan was to leave my 7200 in
Ohio with my family and take the new machine with me. I figured five weeks
would be adequate time for Apple to deliver the new machine.
On July 20, four days before moving, I called the Apple Store to get a ship
date on the machine and was told it could be mid August before it shipped. I
told the representative to cancel the order. Maybe I'll reorder from New
York. After several minutes of fumbling, he told me the order was cancelled,
and I thought that was the end of it. It was just the start.
On July 31, a computer (sans monitor) arrives at my old address in Ohio.
The shipment is refused. Quickly, I call my bank to find that Apple charged
my account $2576 on July 22, two days after I cancelled when they couldn't
give me a ship date. To make it worse, the Apple Store claims no record of my
cancellation. I can still remember holding 45 minutes that day while watching
Babylon 5! Fortunately, I had money to transfer from other accounts,
otherwise, Apple would have caused me to seriously overdraft my account.
August 14, I call the Apple Store again to find out why I haven't been
credited for the computer that never got off UPS' truck. I am told it hasn't
arrived at Apple's dock yet -- "try again in a week."
August 29, I call and am told that order enquiries are not accepted on the
weekends.
August 31, I call and am told a credit was issued on August 11. This
conflicts with the August 14 call. I tell the representative that I have just
gotten off the phone with my bank and that no such credit has been issued.
The representative insists I have been credited. Further digging reveals the
imaginary credit was for about $2200. I tell her I was charged $2576, and she
mentions something about a price drop. Apparently, I was charged the old
price in July and "credited" the new price in August. What kind of company
keeps an order system without historical pricing information? I am promised
it will be corrected immediately. The representative encourages me to call my
bank that day to confirm. I've been on hold several hours by this point,
bounced among half a dozen different people. The hold time with my bank was
about 15 seconds each time.
September 1, I call my bank and find out no credit of any amount was ever
issued by Apple. At this point, I'm going to file an "EFT complaint" against
Apple and hope my bank can recover the money. My only solace is that I've
burned up at least $20 of Apple's money on the 800-line.
The moral here is two-fold:
1.) Don't order from the Apple Store. You'll get either no information or
false information from the representatives. Buy from a store where you have
some recourse in case of difficulty.
2.) Don't use a check card. I'm out $2600 while my bank tries to fix
Apple's mess.
Douglas Wokoun
Programmer
General Electric Power Systems
Albany, NY
(still using my 7200)
Date: Fri, 21 Aug 1998 13:07:45 +0200
From: "Jonathan E. Jeckell"
To: no...@macintouch.com
Subject: Bliss clouded by Frustration
I think Apple needs to drastically improve their responsiveness to their
customers.
I just got a PowerMac G3 233 after 4 years of exclusive and extensive PC
usage. I was very unhappy that it took 2-1/2 weeks for my order to arrive, and
then the price took a nose-dive the day after I received it.
The Apple Store reps and customer service people said that I could get the
difference back through Price
Protection, but it's been over 2-1/2 weeks for that as well....
The "More Power/More Compatibility" promotion has me pretty upset as well.
I have one or two PC apps I have to run, so I need Virtual PC. I sent my
voucher in almost 3 weeks ago, and am told it may take another 3 to 5 MORE to
process it! They can't even tell me if they RECEIVED my request! I was told
if the whole thing is lost in the mail, I have to write an appeal letter to
make up for the lost UPC label.
Let me get this straight....a company that makes automation and internet
products--particularly a product as "smart" as WebObjects, and they are
depending on my stupid UPC label to prove I purchased the computer to qualify
me for the promotional? What about looking up my record on the database (as
they do every time I call customer service)?
The only silver linings on this cloud so far are:
a) My G3 is definitely faster than any PC I've ever worked with (including
PII systems)
b) I have yet to run into a serious file or platform compatibility problem
(except EPS files)
c) I get to talk to a human being MUCH faster lately than I used to. (it
used to take 1/2 hour to 45 min. to get a "rep", but took me less than 5 min.
two days ago).
These are serious business issues that I believe repulse potential
customers away from Apple. In other words, their product is still first
class, but many will never know because they are too frustrated to come
through the front door.
--Jon Jeckell
Date: Tue, 4 Aug 1998 16:15:50 -0400 (EDT)
To: MacInTouch
From: Marty mar...@fuse.net
Subject: Apple's Poor Customer Service
Cc: no...@macintouch.com, Steve Jobs
Ric & Macintouch: I would like to describe my dealings with
http://store.apple.com. Please note, I am a higher education student holding a
position as an IT manager as well.
First, the machine I ordered took four weeks longer than I had anticipated.
When I received, the machine, on July 30, much to my surprise there was not
support for DVD movies. Although, I later found out about third party
hardware, Mary Holland, Rhoda and Ann Hogan of Apple Customer Service thought
offering a customer information about DVD playback is not needed. Likewise,
Kelly, a CSR, told me they were not supposed to offer the information. I feel
this is a deceptive practice. I read Macintouch daily, and I did not know
about the issue.
Second, I sought a price adjustment today August 4th. However, there is
only a seven-day price guarantee on educational purchases. Neither on the
Apple Store's site, nor in any documentation I received stated this
information. Again, Mary Holland suggested I should have been aware of this
too. Likewise she insisted they are not required to tell a customer, have it
in print, or disseminate the information to the customer without prompting. A
student, although gives you academic pricing, apparently discards your
importance and satisfaction to Apple's Customer Service.
Third, I asked to simply return my machine. Because it is an educational
purchase, all sales are final. Although I was aware of this prior to my talk
with Ms. Holland, I simply want to end my relationship with Apple. She curtly
said I should have been aware of all of these things, and promptly hung up.
Although my G3 is the quality I expected, Apple's customer service is poor,
very poor.
In the past 6 years, I have purchased the following Apple Products:
*LC 475 (monitor and Stylewriter)
*7100/80 Power PC
*Powerbook 190/CS
*4400/200 for my office at work
*Newton 2000
*G3 300- Apple Multiple Scan display
*Every software update since 7.0
The point is Apple does not care that a long time customer, educational or
not, still needs good customer
service. If in fact there are different terms and conditions of sale, I should
have a written copy of those terms and conditions, which I do not. Telling me
there is documention on the web is not a solid argument as far as I am
concerned. As a consumer, I feel very cheated. As a student, I feel
discriminated against. As an Apple Evangelist, I feel raped.
I have a great machine, from a great company, with poor customer service.
It is truly a sad day for Apple and me.
Thanks very much for your time and forum to express myself.
Best regards,
Marty Boyer
mar...@fuse.net
Date: Tue, 11 Aug 1998 10:28:34 -0700
From: Alan Silverman
Organization: Hollywood bytes
To: no...@macintouch.com
Subject: Apple store woes (rant?)
Thought you might find useful/interesting my experience TRYING to order
from the Apple Store.
A MacInTouch item alerted me to refurbished G3/233 desktop models on sale
at the Apple Store for $1099.Just the ticket for a high school
graduation/starting college gift to my son (and, with a little stretching, I
could afford it), so I logged on and ordered one. The e-mail confirmation of
the order came a few hours later and I thought everything was fine ... until
I tried to get some shipping information (a tracking number or whatever) a
day later. After about 20 minutes on hold I got through to a customer service
representative who told me it would not be shipped right away because an
"automatic hold" is slapped on all orders from California. "There has been a
lot of fraud from there," she said. "But don't worry," she added, "we have a
handful" of those refurbished machines and she promised to flag one for my
order. Fine. Three days later I called back. This time, it was about 25
minutes on hold before a customer service representative came on. He found my
record in their files, but said the order had disappeared from the system so
he promised a supervisor would call me back.
Would you believe it -- no supervisor ever called back. The next day
(today) I tried again. This time it was only about 15 minutes on hold before
I got through to yet another customer service rep who said my order was right
there in the system ... but Apple does not have any of the refurbished
machines in stock. Never did. He told me they somehow were posted on the web
site before they had the computers on hand and the projected shipping date on
my order was sometime in the year 2000! He expressed surprise at what I was
told by his other colleagues -- claimed there is no fraud issue re:
California buyers and didn't know why the other rep couldn't find the order
-- and tried to talk me into changing my order to a new 266 machine or an
iMac. Does "Bait and Switch" come to mind? I am desperately trying to be
loyal to Apple -- have 6 Macs in my immediate family and home office -- but
this kind of treatment will drive customers away fast.
Alan Silverman
alan...@concentric.net
Date: Thu, 25 Jun 1998 09:55:12 +0000
From: Ldifton ml...@umail.umd.edu
To: no...@macintouch.com
Subject: Mac Store Experience
To add to the store (no pun intended) of Mac direct sales experience, try
this:
May 25th: Ordered Custom Built Mac Powerbook G3 Series machine. Informed
that unit would ship within 21
days. Credit card number provided.
June 19, a.m.: Was informed that unit would ship that day, but that tracing
numbers would be available later in the day, and advised to call.
June 19, p.m. Was informed that unit was not allocated, and that shipping
date was uncertain. In light of previously provided information, asked to
speak to mananger. After lengthy wait on hold, got a nice guy who listened to
my problem and said he would look into it.
June19, later in pm. Mananger calls back, explains that order has a glitch
in system and is asking system guys to look into it. Well...not to go on with
this saga point by point, the unit actually shipped on the 19th after several
more phone calls. Happy ending? Not quite.
June 21. Unit received, as ordeered, all well with the world...until,
communication from my bank later that day informs me that my account is
wildly overdrafted. After some researching,it turns out that Apple billed the
account twice for the one shipment. Called Apple. After interminable wait on
hold got through to a rep, who took my number and said I would be called
"soon". I will again spare you the saga of the intermittent calls, but
suffice it to say that as of this morning, June 25, the problem has not been
cleared up. Furthermore, though Apple confirms the double billing, they state
that they can do nothing about reversing the false entry until I fax them a
copy of my bank statement--which statement will be mailed to me by the bank
on July 18! Attempts to get Apple to call the bank to confirm the double
transaction, and obtain from them whatever they need for their bureaucracy,
meet with snippety gobbledygook--ridden response.
The bottom line? Apple charged twice, in error, and now claims that they
can do nothing about rectifying their own mistake until...?
How's that for thinking differently?
Subject: Apple credit hassles
Date: Fri, 26 Jun 1998 12:23:42 -0800
From: Nathan Schmidt nat...@leland.Stanford.EDU
To: no...@macintouch.com
Here's why I'm switching to the Sony laptops when they are released
mid-July:
May 31 - Faxed order for 250/13.3 to student sales 'lost'
June 3 - Phone order accepted, eta 1.5-2 wk
June 8 - Added order for extra battery, credit card 'verified' for PB
order, eta 2-3 wk
June 11 - eta 3-4 wk, cancelled both orders. Agent 'couldn't find' battery
order
June 24 - $3976.39 credit hold still on my visa, unknown to me, causing me
to be stranded out of town with no access to cash/credit. Citibank must hear
from the merchant to drop the hold. 30 min on hold with Apple, agent
transfers me to /dev/null. Another 30 min on hold, agent 'takes a message' as
the service center where my car is sitting closes, I can't pay to get it
out.
Date: Thu, 8 Jan 1998 15:31:28 -0400
To: MacInTouch Notes
From: Kuba Tatarkiewicz <kuba.tat...@themedco.com>
Subject: Never more...
Hi Ric,
I'd like to describe my experience with Apple Store.
Two days ago my PowerComputing Center Pro 180 broke down (it crashes after
10 minutes of work). Since I need at least one working computer at home (I do
fonts localizations in my spare time), I decided to buy directly from Apple to
speed up delivery.
I logged into Apple Store, choose Better configuration of G3, removed ZIP
(I do have CD-R) and placed an order.
After about 10 minutes I got e-mail confirmation, albeit without order
number. I thought that this is some system mistake, so after two hours (one
is advised to wait until the order is send to processing - why so long?) I
contacted Apple and was told that in fact the system does not give order
numbers and that computer without ZIP is "custom build" so I will have to
wait two weeks. I cancelled my order, went back to the web site, placed
another order, this time with the full Better configuration. After another
two hours I called Apple and was told that the system will be shipped same
day.
Just to be sure that I will receive it next day I called Apple second time
at the evening, just to learn that my card was not accepted. I checked my
bank on line (my PowerComputing crashed as usual), but in 5 minutes I got
confirmation that there is enough money on my account. So I called Apple for
the third time and learned that their 24 hour operation has only 8 hours card
checking and that they will process my order next day.
Today at 9:00 EST I called Apple and was told that they still had no
confirmation - I was told to call later afternoon.
About 1:00 PM I called them for the fifth time and after being on hold for
about 15 minutes I learned that my card is OK but the so called "Better"
configuration is in fact custom one, so it will ship in a week or more.
I get furious - for $3355 I had to wait at least 10 days to get my
machine...
So I called PC/MacConnection where I place all my company orders. For the
same configuration (except external GV K56 modem and without unneeded ZIP
drive which retails for about $100) I was quoted just $2982.40 with shipping
(two days UPS Blue, unavailable from Apple, convenient for me because I'll
get my new machine Saturday morning and not during the day when I work).
Thus not only I'll get my machine after two days, not two weeks but for
$273 less (Apple for unknown reasons adds sales tax which for MA is 5%).
So much for Apple Store: I'll never ever visit it again!
Regards,
Dr. Kuba Tatarkiewicz
MIS
The Medicines Company
Cambridge, MA
Date: Tue, 23 Dec 1997 20:50:40 -0800
From: beny <be...@earthlink.net>
To: MacInTouch Notes
Subject: Apple Store HELL!!!
Ric,
I can not in any way shape or form recommend that anybody order merchandise
from the Apple Store.
Having worked in the public sector and in software, I strongly believe that
the true measure of a customer service department is not how things are
handled when everything goes well it's how the department deals with
situations when they go wrong and how they are rectified. From what I have
seen, there is no true accountability for a screw-up other than an, "oops,"
and if you have a problem with that, there's nobody to turn to.
I ordered a G3 with no Zip drive in late December / early November. Within
a few days, I get a letter in the mail which says it is expected to ship
within 10 days, which is fine. However I noticed that in the display of the
items to be shipped, aside from the machine and the QuickTake 200, both of
which should be there, there was a listing of a rebate form (Direct resp Q1/9
Direct response order: Q1/98). Curious, I called up to ask about it. Th rep
says it shouldn't be there, then says "I've removed it."
A few days later, I called to asked if it had been shipped yet since I
wanted to make sure I could best plan to be when in the right area when it
shipped to me. I was told that the order was canceled. My new rep says, "I
know what she did wrong, I'll re-enter your order." But I then wondered,
would this be taken care of immediately, since I had ordered it days ago, or
would I be stuck all the way in the back of the queue. They say that I would
be going back to the end of the line "we can't prioritize built-to-orders."
Not knowing how busy they are and how long it make take before my order is
built, I become much less happy. When I asked who I can e-mail a complaint
to, I was told there is no e-mail address, or at least they didn't know it.
When I asked who was in charge, I was told that [...] was the head of
customer service. The next day when I was able to talk to her, she offered
nothing - not even a level of politeness one would expect from the head of a
customer service department. When I asked why it was that nothing was being
done to make up for a mistake that was not *MY* fault, I was told that
something was done: my order was placed in the system, albeit in the back of
the queue, when I called.
I figured something couldn't be right. Could the setup really be such that
the only options offered regarding a mistake are "take it or leave it?" I
asked to get contact information for [...], who I was told was the area
director.
Ms. [...] said, "I don't escalate calls. I'm the person to talk to if you
are not happy with your service. Your order is going out. I don't know what
more you would like us to do." I was told I could call the Customer
Assistance Center, "but they don't deal with Apple Store, so I don't know
what good that's going to do." For good measure, when I did make that
attempt, the line was busy and that they were "unable to complete the call."
As I wondered what I had done to deserve this, other than initially being
curious as to what I was told I ordered, and later wanting to make sure that
this credibility-busting lack of accountability was known and planned by
management, I looked at what I was paying for the machine:
Not only would there be no discount or price matching because I bought
directly from Apple, but also I forked over an extra $160 in tax despite the
fact I'd be ordering out of state, all because I wanted to support Apple by
cutting out the middle man and letting them reap the benefit of the higher
margin. Yes, I was getting the Quicktake, but after rebate I could get it for
$175 from an authorized dealer. And by the buying the "less expensive"
machine without the Zip drive, I would have to pay a dealer to install an
internal scsi connection when I want to add another internal device.
Which would be the better choice: a Zip-less machine which costs more in
the long run and is delivered by a store which has a customer service
department which screwed my order at my expense and refused to fix the
problem and had no e-mail address to boot?; or a machine which would cost
less and have a Zip drive already in it? It wasn't a tough decision...I
looked up the number for MacWarehouse.
The service was great, they price-matched and sent the order out
immediately. When I called Apple to cancel, they said that my order, which
they told me was still back ordered earlier in the day, was on the dock and
ready to go - I could just refuse the package from Airborne when it came. All
they had to say was, "It's going out today or tomorrow" in the first place,
and they'd have had my money. But they had no way to make it happen when the
problem occured, and they couldn't communicate this with my rep after my
order was built.
I tried. I went out of my freaking way to do what I could to support Apple
on this one, but it did no good. I could not in good conscience support a
seller who was willing to do so little about a small problem. I understand if
a representative can't fix the problem on her own, but if the system is
constructed such that errors can't be prioritized and there is no way for a
customer to send a complaint to someone who will fix it, I can only realize
that the customer is not the priority and I probably will get no support if
there are other problems.
I know it's a new system, but there's a lot of work to be done in the way
of getting mistakes taken care of before I could recommend anyone I know go
anywhere near Apple Store. In the meantime, I'd recommend shopping around at
a trusted and authorized dealer for the G3 - it seems to be great otherwise.
==Beny Levy
P.S. When I noticed after a week that my account had still not been
credited, I ended up talking to a representative in the credit department who
did not understand the difference between my bank releasing credited money and
the need for Apple to credit my account back. I asked to talk to a supervisor
and was told, "there is no supervisor here tonight." I agree they should think
different - think accountability.
Subject: Apple Store dissatisfaction
Date: Tue, 30 Dec 97 15:59:55 -0500
From: Edward Merry <edwm...@mindspring.com>
To: "Apple Store" <st...@apple.com> MacInTouch Notes
My recent experience with the Apple Store has been completely
unsatisfactory.
The G3 Minitower arrived not "built-to-order" but "built-to-fail." Upon
receipt, I opened the lid to investigate the sound of a loose object rolling
around inside. Sure enough, I found a metal screw loose inside the circuit
board cavity. Furthermore, I then noticed these cable problems:
* The floppy disk cable was not connected to the floppy drive.
* The hard disk power cable was unconnected.
* The cd-rom power cable was unconnected.
* The zip drive power cable was unconnected.
I plugged these cables into their appropriate connectors, closed the lid,
and attempted to start the machine with no success. All that happened was the
relay in the power supply kept rapidly clicking on-and-off for as long as I
held down the keyboard power-on key. But it would not boot (no startup chime,
no disk spin-up).
So I called Apple.
The technician agreed that it was "dead-on-arrival" and approved its
return. They then connected me with customer service to arrange a
replacement.
But what confidence I felt towards the Apple Store before placing the
order, having already deteriorated by the inept assembly and inspection of
the unit I had received, eroded completely by their inability and undesire to
provide a rapid rectification. I was told originally that a new unit would
arrive in two-to-three weeks (as if this was a new order), and then one week
when I escalated the matter to the manager. To me, this was a lack of concern
for correcting their embarrassing error (how do you justify an screw-up as
obvious as unconnected power supply cables?).
Customer service is judged by more perception than reality. Had those Apple
Store employees handling this matter expressed, even pretended, a wish to do
whatever necessary to make me overlook this error; had they said that they
will try as hard as possible to get a unit sent to me so that I could get
back to work; had they just acted as if they cared--then I would have been
satisfied even though the reality could have been different.
Instead, the manager said it was my choice (literally) whether to accept
his offer of one week. It was the best he could do.
I decided no.
I'm sorry, Apple Store. You have to provide the same "no questions asked/no
excuses given" convienence of mail-order outfits like L. L. Bean. Your
advantage of custom configurations does not entitle you to disregard my being
put-out by your failure.
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