Apple Mac Mini, HTPC and Objective Customer Service Evaluation
I bought a Mac mini this week and am putting it in my home theater as an HTPC. Some money I had set aside in a business isn't going to end up used for the original purpose and this came up as a way to get some useful tech before the end of the year. At any rate, I've been wanting an OSX box for experimentation and to start messing with Applescript, etc. The fact that it's a small little box and does media well and is usable made it a prime HTPC option to mess with too. The prices on the refurbished Mac Mini's was appealing and I ordered one. Unfortunately, the experience hasn't lived up to the ideal. Instead, the experience has been much like dealing with so many other large companies.
I find myself wanting to like Apple, but if it was any other company that had led to this kind of experience, I'd be plenty irritated. Not wanting to be partial to any company, I'm sharing the frustration just like I would with any other vendor.
I ordered it straight from the Apple site. In trying to figure out what I wanted I had my shopping cart forceably emptied 3 times. In each case, I was forced back to the top of the Apple store: hardly the bastion of usability. I can understand removing a refurb from the cart for availability, etc. but they didn't do that. They effectively kicked me out and made me start over. I couldn't even go back to the product selection I'd chosen (Mac mini refurbs). Nope, right back to the beginning to choose from iMacs, PowerMacs and iPods.
I finally managed to order it and waited with the tracking number. FedEx then had the tracking say they attempted delivery that required signature, but no notice anywhere at my house (not technically Apple's problem, but …) for pickup. I waited and yesterday the box was just sitting on the step. Again, not necessarily Apple's fault for this bit, but still a weird/frustrating thing.
I opened the box and hooked up DVI to the TV, a Mac-specified wireless keyboard/mouse and the power cord and hit the power button. Nothing. I held it down and released. Nothing again. I checked Apple's site for troubleshooting info and followed everything for "doesn't power up". Convinced that it was a DOA, I packed it back in the box and I called Apple.
The phone menus used "friendly" language and voice recognition, yet still presented the same kinds of non-choices all of those systems do. Eventually, I chose tech support, though I clearly was looking for a return (and no friendly options mentioned that). I waited 17 minutes of the "expected 15 minute wait" and got someone who led me through the famous helpful support. Now, I understand and really appreciate the level of support they give their real target audience. Most people *should* be led through those questions. However, I had done everything he could likely have asked and the machine was now cradled in its form-fitting foam coffin.
So, after a few minutes, I convinced the support guy that it genuinely was dead. The net result was that my situation was deemed adequate to be sent over to sales to handle the return. Note that this is pretty much the same exact procedure that every other tech company (Dell, Gateway, et al) uses, just more polite.
So, I talk to the sales person and am told to watch my email for return shipping labels , the RMA, etc. "over the next few hours". I said great and hung up.
By this afternoon, nothing had come through, so I had to call Apple again. "Due to extraordinary response to product announcements", I was in for a long wait again. Once I connected, I was left with even less useful options. "Check on missing RMA" wasn't exactly one of the options. I hit "0" as that frequently just dumps you into the regular queue for calls. Not Apple. Their system kicked me to the same "invalid option" menu items as the rest, though again more polite.
Finally, late this afternoon, the emails arrived and I'll be able to send it back and get another sent out.
Now, the question I have is this in case you're about to respond with a defense. If I switched out Apple with Dell or Microsoft or Qwest, would you still leap to defend? Is wonky customer service objective or subjective based on how you already feel about the company?
