12/08/2020
For 20 years I’ve been using Apple products, for the reliability and stability they provide me as a content creator.
I’ve always been the first to say that it’s the main reason why I have stay a faithful customer for more than 2 decades however, my latest purchase has been a nightmare from start to finish.
On July 29th I Purchased a Thunderbolt storage solution Pegasus promise R8 32TB
Which I need in order to deliver a project to a client, originally I wanted to get the 24Tb version but because apple France told me they didn’t have it in stock and with my project deadline getting closer I opted for the 32TB as they told me it would arrive the next day.
The unit only arrived at my office on the 7th, 8 days later and it was a faulty unit so with time running out for my deadline I asked to get a refund after spending most of my day on the phone and being hung up on serval times. I was then told, that a reimbursement would take 7 business days after the unit was shipped back, however if I opted for a replacement and asked the UPS delivery person to scan the package before it left my office the new unit would ship immediately.
This is exactly what I did last Monday morning hoping I would get the unit the next day.
3 days later, and hours of being on hold I have still not received the new unit nor has it moved from apples warehouse in the Netherlands.
Who I confronted several reps over the phone they simply said they need to get the unit before they can ship it and that the rep was probably new at the job or made a mistake.
Honestly, when you spend 3K on a storage solution and you’re looking into loosing a client and contract for close to 25K I believe there should be more options and a more proactive approach towards professional clients.
Their answer when I call is simply: sorry! There’s is nothing much I can do, we need to receive the unit “which has been moving slowly through France for 3 days and has not reached their warehouse I assume because of a lower return label” in order to process the new unit and send it your way.
The problem is, my deadline is in 2 days. After that, I’ll loose the client for sure and although I’ll get paid some money I’ll incur in a penalty as per the contract and apple’s advisors “sorry” will not fix that.
All I can say is Bravo! Apple France.
