dec 25 tue, 12.02am:: screen froze. can’t boot up.
dec 26 wed, 3.30pm:: reached epicentre, wheelock. waited for almost two hours. was told to wait for email for official diagnosis and quotation. service would take five working days. i forgot to ask if it’s five from acceptance of quotation, or five from the day i brought the mac down. does not matter, since it appears that diversitec (the apple support) can’t count.
dec 28 fri:: received call that my white beauty was officially dead. no email sent because his server was down (!!!). i accepted quotation, and was told that i could collect my mac by end of next week, probably friday latest.
dec 29 sat:: more than an hour on the phone with apple’s customer relations officers to demand compensation for their tawdry, inferior product that’s obviously designed to spoil. mission failed.
jan 4 fri:: no calls, no emails. zilch.
jan 5 sat:: called up diversitec to check on status -
mr apple: oh miss kho. you haven’t accepted our quotation right?
me: i did! remember you called me on 28 dec to say your server was down and asked if i wanted to carry on with replacement of the hard disk???????
mr apple: oh oh. yah. oh. yah. i wanted to call our customers today. you know, ah, yah, our supplier cannot deliver the hard disks to us. so there will be some delay.
me: you said it’ll be done within five working days, then it became friday. today’s already saturday and you’re telling me it is still not ready?
mr apple: yah yah. oh. yah. the supplier don’t have the hard disks, so yah yah. you can get it latest mon evening. i’ll call you again when it’s ready.
jan 7 mon 12 noon:: no news, so i called up again. was told by the same mr apple that i can collect at 4pm. i had training then, so i told him i’ll be there around dinnertime. he said “sure, anytime. it’ll be ready by four.”
jan 7 mon 6.45 pm:: saw the big sign at the service centre – *Please note that waiting time during peak hours (mon-sat 11am-3pm) will be 30-45 min.* i waited two hours on boxing day, and now 45 min during off-peak hours. the sign must be lying.
7.30 pm:: finally my turn.
ms apple: mam, you cancelled your repair order is it?
me: what????? of course i didn’t! why would I be here at your collection counter if i had cancelled??? your colleague said i could be here at 4pm to collect my laptop! (i wanted to club her really. i haven’t had dinner, my latte’s alone at home the whole day, and she had just asked the silliest question on earth.)
7.35 pm::
ms apple: mam, you can come back one hour later?
me: oh, so i come back after your service centre closes, right? (closing time is 8.30am. i am ready to club her with my rare loud words with a mean spin.)
ms apple: erm. ok, you can come back at 8.15.
me: (very loudly) 8.15. you said 8.15. so will i really get back my laptop at 8.15?
ms apple:: yes mam.
i walked out, and the people were all staring at me. for once, i didn’t care.
8.15 pm:: no one at collection counter. i pointed to my watch, “hi, it’s 8.15 now.”
ms apple nodded, went in to the collection room, came back empty-handed.
ms apple:: mam, you can take a seat first. we’ll call you when your laptop is ready.
i wanted to scream. my very zen husband was happily playing the xbox at one corner.
8.35 pm:: mr apple calls for me. EMPTY-HANDED.
mr apple:: eh mam, do you have the installation disk? eh. yah. we lost part of the disks so cannot install for you. eh maybe we put into customer’s laptop and forgot to remove. so cannot install. can you install on your own?
me:: wow, the whole centre has just one set of installation disks! i have the disks, just give me my laptop. NOW.
mr apple:: ok. please wait.
8.40 pm::
mr apple: oh sorry, my guy put in the wrong disk just now. now it’s ok. we’ve installed for you.
i am one very very unhappy customer. and very ready to whip out a long and detailed complaint letter.