Re: First time apple customer, really unhappy w/service...

Steven C wrote
(in article
<1132364069.786110.201860@xxxxxxxxxxxxxxxxxxxxxxxxxxxx>):

> I purchased a brand new 5th generation ipod about four days ago

How is the sound quality? Have you compared it to other players
in that way? I know, OT, by I am curious.

> and had a question about its battery life:

Hint: Apple, like all other manufacturers, hypes the hell out of
battery life numbers. Everybody knows this. Nobody believes
notebook battery life figures either.

> Why does the battery indicator jump all around after just a few hours
> of listening to music (ie, NORMAL use)

Batteries do not have uniform drain rates. Bad firmware. Phase
of the moon. In short, it doesn't matter, what does matter is
how long the battery actually lasts. Have you run it dry? If
so, how long did it take? Have you cycled the battery
completely a few times and watched how that might or might not
have impacted battery life? IOW, do you do anything but jump to
conclusions?

> so i called apple and they told me that i had to register the player
> with them, so i did.

sounds about par. Roughly equivalent to Dell asking for your
"service tag" number.

> Then i was told that i had six months of free tech support calls, but
> only one call could be made that would be free (huh? yeah, i thought so
> too)

That makes no sense at all. At that point I would have hung up
and tried another call to another rep. When you get answers
that make zero sense, try again. All companies have hired their
share of bad tech support reps. Especially now that almost all
tech support is outsourced.

> and that this was my one call, the call would cost me $49.99 US,
> or i could purchase for $59.99 a two year service agreement.

Yep, sounds bogus. That's why it would be a good idea to
determine if you had a bad rep.

> Whoa... I just called wanting to know if this was normal behavour for
> the battery, this isnt TECH support, just a question,

I imagine that about 90% of tech support calls are "just a
question". That isn't a reasonable basis for objecting. Object
on the juxtaposition of "six months of free calls" and "only one
call that would be free".

> but the rep was
> adamant and rude (he actually LAUGHED about why i was calling) and said
> that this was my one phone call.

Again, this sounds like a bad rep, or that you made it up. I
want to believe the former on initial reception, but it sounds
so bizarre that any rational person would have hung up and
called 'customer service' or another support rep for a second
opinion.

> i actually said "hey, why dont i return this and get another player
> that has better support" to which the rep said "go ahead."
>
> I guess apple sold enough ipods this year (jk)

Do you think that a single individual (other than perhaps Jobs)
speaks with the authority of the entire company's collective
opinion?

> but what the heck. is this typical for service?

No. If you call Dell for tech support, you speak to someone in
Bangalore, India that is pulling an all-nighter to talk to you,
yet has the English language skills of a Wookie with a bad
British accent. Imagine trying to explain a technical problem
to someone when you can't understand a word they say. I'd
rather face a few rude English-speaking (the real kind) support
reps than ones that can't legitimately be understood at all.

> what happens when i actually HAVE a TECH SUPPOR ISSUE

They replace your keyboard? :-)

> (like player not working or whatnot),
> do i really have to pay them $49.99 just to ask a question?

Dunno. Why don't you call them again and find out.

> Seems crazy.

Yes, it does.

> P.S.
>
> I am very happy with the player. Had a dell jukebox and this is about
> 1000x a better product.

Correct. Just as Axim PDA's are a fart in a stiff wind next to
the iPaq, the dell audio players are even worse in comparison to
an iPod.



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| | / _ \ |_| __| | | |
| |__| __/ _| |_| |_| |
|_____\___|_| \__|\__, |
|___/
All of God's creatures have a place..........
..........right next to the potatoes and gravy.

.

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