Powermac Center - Lousy customer service
Update. 02 Dec 2007. Thanks for our complimentary 2 Altec Lansing AVS 300 speakers last October. Power Mac Center delivered our 2 iMacs - they’re so beautiful. *sigh*I’m headed to Greenbelt 3 today to buy a new white Macbook 13″ for my sister Tricia. I think I broke her Dell Inspiron E1400.
Sadly, Leopard was released just a few days after our iMacs were delivered. We might as well have waited if we knew it would take that long.
Feedback on the oh-so-wonderful “Premium Reseller” Power Mac Center. Yes, there are branches at SM Megamall, Greenbelt 3, Power Plant Mall, SM City North EDSA, SM Mall of Asia, and Trinoma! Greenbelt 3 happened to be close by so that’s where we went… and it’s a “premium reseller” right? And it’s Apple! Nothing can go wrong…
- 4 September 2007. JP bought 2 20″ iMacs at Power Mac Center “premium reseller” at Greenbelt 3. It was paid on that day with a credit card. The order was made based on the claim by the sales personnel (Ronnel) that since they don’t have the 2 in stock yet, the 2 iMacs would be ready when the new shipment comes in the following week, at the latest.
- 8 September 2007. Received this SMS “Hi! This is ronell of powermac center, Sir sorry tlaga kc ang dumating n imac 24 inches, thnk you.” (Hi! This is ronell of powermac center. Sir, (I’m) really sorry because the iMacs that were delivered are 24″. Thank you.) Oh yeah, that really reflects great on Apple and how they manage expectations of customers.
- 4 September to 8 October - Nothing. Count that. That’s over a month. No delivery. The f*@958!ng units still - NOT delivered. 2 weeks after ordering, we personally went to Power Mac GB3 to follow up and they finally offered to lend us 2 of their display units in the meantime (this was the 3rd time we went physically to follow up. I’d call using my mobile asking them to call me but no one ever did).
Come on. It’s an okay band-aid but that doesn’t make their false promise/claim, their lack of initiative to call or apologize or make amends, that we had to personally go there and wait for maybe 30 minutes because they probably didn’t know anymore how to face us.
Besides, we can’t even maximize the units they lent us. We can’t install any of our programs, I can’t even hook up my modem. Ugh. - Just thinking about the damages, lost income, and productivity makes me cry.
- You know what’s part of the worst? The iMacs were supposed to be JP’s contribution to the corporation but he has to execute an affidavit that the equipment are in good condition and existing. And that has to be verified by a CPA. I had to find another vvery expensive (but legal, don’t worry
way to reach the minimum paid-in capital requirement by the SEC just so we can register already.
- 8 October 2007. Received this SMS “Hello! Sir JP dumating n po ung iMac 20″ inch (2PCS) Kailan nmin sya e-deliver sa inyo.. Ronell of POWERMAC CENTER.. THNX” (Hello! Sir JP. The iMac 20″ (2 pcs) have arrived. When will we deliver to you?)
- 10 October 2007. I wanted to raise hell a week after their failure to deliver on their promise, failure to manage our expectations but JP asked me to refrain because he still had faith in the supposed high level of Apple Customer Care. He thought maybe the people from Power Mac would realize the gravity of the lack of care, lack of concern about how their false claim affected our operations and generating income and even legal papers. Maybe they can just give concessions like give a free upgrade to Leopard since now it’s about to launch anyway. Or maybe an iPhone or iPod video or something. Alas, all we receive is an SMS that did not even acknowledge their failure and just “when can we deliver?” Not even a “sorry again for the inconvenience”! More like the lost income and lost productivity and man-hours that they caused us!
- The same thing pretty much happened to Dave He did get his unit but it didn’t work. Some people say bad things, some say Apple Care is great. Apple should exercise better quality control with their resellers (yes, I’m referring to Power Mac Center) because they reflect really poorly on Apple, despite its great products.
- Come on Power Mac. That’s why I’ve asked JP to hold the delivery for now because I do believe that just accepting them is tantamount to saying that your failure is okay and we accept it. And it’s not. I’m giving you a chance to do something nice to make us forget (at least for a while) the opportunity lost you caused us — then can you please you bring the units to us. Maybe we’ll forgive you and get additional units we’ll need for our business from you and even spread the word that you’re okay… until then.
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Welcome
Hi! I'm Marie Casas and this is my blog on personal finance and entrepreneurship. I grew up as a smart kid - you know, the kind who gets a really high-paying job fresh off college. I tried that but now I'm happy managing my web startup Pigmata Media and providing financial advice.
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[…] I do hope you can bring us the 2 20" iMacs that we bought for and paid for 4 September 2007. Before you call me or JP to arrange the delivery, do read about how disappointed we are<http://www.mariecasas.com/blog/2007/10/10/powermac-center-lousy-customer-service/>. […]
hey marie. (hope that’s your name) Same things been happening to me. well not exactly. We’ve been trying to get a hold of a 20 inch 2.4 ghz imac for 5 weeks now and we’ve been calling them everyday. Everytime we call, they just say, sorry sir, walang stock. For 5 weeks ha. And one of the reasons that we already decided to buy is that they’re offering an 18,000 student discount on the 20 inch 2.4 ghz imac. But its only til october 28.
My issue is not exactly like yours, but to a point it is. I agree with you that apple is getting a bad reputation because of what’s happening with powermac.
I mean they can’t even provide the supply for the demand. I mean for my issue why should we suffer and not be able to avail of the 18k discount when they’re the ones who cant provide the supply.
This has got to stop. You are in a much worse situation then I am. I’m glad that I bought my macbook pro from the US and not from them. Plus, their prices, in my opinion are so high. I got my MBP for only 106,000. Here, they’re selling it for about 140,000 bucks (with student discount). regular prices, its still heck of expensive here.
Any ideas on how to contact management? Im going to megamall today to talk to their area manager. But i was thinking more of contacting apple itself and not powermac because i bet they will just be giving me excuses again today.
oh btw, maybe I now know why they don’t want to accept pre-payment for units. Maybe its because of what happend to you.
email me! edrixc@yahoo.com
Ouch, what a horror story. My experience is a bit more positive.
I had my iPod shuffle replaced (it was still under warranty) in the Powermac center in Megamall. I was told that replacement would take at around 2 weeks, but I got an SMS in just 5 days that my replacement was ready. I did not have to pay a single cent and they gave me great customer service. Maybe you should try paying the Megamall branch a visit sometime
By the way, I sell brand new Mac laptops (as well as regular PC laptops). If ever you’re interested you can reach me at 0919-432-1250 or email me dennison [at] codesignstudios.com have a great day!
I think you would have had a better deal at Ynzal, their site is http://www.ynzal.com/.
Their people are very accomodating and deliver on their promises.
Very sorry to hear your experiences. I suggest checking out http://www.philmug.ph forums and read up on the other Mac buying options available. PowerMac Center is not the only game in town. Beside their lousy overall service they are one of the most EXPENSIVE Apple resellers out there.
Just check out this thread to read a couple of typical examples of bad Powermac Center service:
http://www.philmug.ph/forum/showthread.php?t=27271
If you ask around you can get prices wayyy closer to the US or Hong Kong standard Apple price (with better service too).