Cyber Militia

What is acceptable service ?
What can a customer expect service-wise from a big MNC ?

Not much, as I learned the hard way.

Prologue

I have an Apple iPod mini (6 GB second generation), which decided to go dead for no good reason.
It would not turn on, do nothing but heat up like crazy when connected to the computer, and showed all the signs of having been done for.

Even more disheartening was the fact that the evil gadget contained some precious data that belonged to my brother, apart from quite a few songs.
The Apple service agreement clearly states that any user data can and will be lost if the iPod is given in for service.
I had to hold long counselling sessions with my brother to help him get through the trauma and he finally accepted the fact that he had seen the last of his data.

A gadget that cost 15 kilo bucks going bad certainly is no good news.
nBut I was not to be flustered, I had the “Apple global replacement warranty”™ to save my day !

A Nail-biting Drama

I got the number of the Apple authorised service center in my city and called them up.
They invited me to come down and give in the iPod for preliminary checkup, after which they’d decide what was to be done with it.

Quite eager to get my music back into my life again, I rushed down the the place (no thanks to my roommate for driving me down there).

The person incharge, had a look and declared the iPod dead.
I imagined my brother telling me it was no big deal … with that typical sarcastic expression on his face.

Next the guy connected it to his Mac (yes, they do have one of those expensive machines at Apple authorised service center), and what I saw next was like light at the end of the tunnel.

My dead iPod had the bitten apple on it’s display !
The hard disk was still fine, and so was all the data.
I was almost ready to believe in miracles.

It was decreed that the iPod was a good candidate for a replacement.

After a “little” persuasion, the person agreed to backup the important data on his computer, promising to keep it safe till he transferred it back to my replaced iPod. (no thanks to Apple policy or my roommate)

I was told to check back a week later.

I left the place, feeling much better…confident about being reunited with my iPod and data real soon.

Not really

I couldn’t have been more wrong.

The week passed, I called up the service center to inquire about my belonging and if it was time.
A curt reply from the clerk – “not yet…check back next week.”

The same thing happened the second and the third week too.
Somehow hearing “not yet” became a part of my routine.
The service staff or Apple showed absolutely no interest whatsoever.

The service center staff disowned any responsibility, taking the easy way out by blaming Apple for not being prompt enough.
And the Apple Asia contact did the same few days later by saying that the iPod was on it’s way … just stuck at the customs clearance.rn

An Irrelevant Rant

They should have called me just once for followup, and should have proactively informed me of the status, the day they promised to deliver.
It’s the least they could have done.

But who am I kidding ?

I wasn’t in America where I could sue them for being so irresponsible.
Here, only a potential is customer worth any bother at all.
I lost any importance I had for them the day I completed the purchase deal with them.
Apparently, service is not their duty … it is a favour they do to their customer.

The Climax

But undoubtedly the most interesting thing happened the fourth week (my iPod still on it’s way), when while inquiring about my iPod as had become my habit of late.

The clerk told me that the delay was not their fault.
According to him, there had been an incident at their headquarters (another city) and that all the iPods in their stock had been stolen !

I could do nothing but hangup, utterly amazed…

Conclusion

The iPod did finally reach me – a whole six weeks later. Half the warranty period that remained already spent waiting for it.

The service center employee then told me about an extended warranty offer.
Cough up some more money – about half the iPod’s original cost, and get another 12 months of “Apple global service warranty”™.

Now how could I possibly refuse an offer like that ?
Just think of all the peace of mind I’d get by paying a “little” money ?

Thanks a lot … but I think I’ll pass …