Re: NTLK Don't pay the $49.00!!!! Was: getting help from Apple

From: Uncle Noah (
Date: Tue May 09 2000 - 18:54:25 CDT

well, i called up apple today to cancel the RMA on my
MP120. this was just too much money to spend when i
could get a 130 for almost half the cost.

anyway, i wound up speaking to a gentleman there and i
told him that i wanted to cancel the support contract
agreement charge ($49.00) and the dispatch charge
($187.69). the guy was very nice, but he didn't seem
to really understand what was going on.

he quickly brought up my account and said "okay, i'll
just change that call from 'billable' to
'non-billable' and that will get rid of the $49
charge." just like that. no argument, no hassle.

so, if they try to sock you with the $49 charge, i'd
advise that you just say "ok!" and then call back the
next day and have it cancelled. it might take you a
few extra minutes on the phone the next day, but it
will probably also save you some hassle during your
original RMA call.

PS: i was able to get everything cancelled, so now i
have a dead MP120 on my hands. if anyone's interested
in picking it up, let me know. i'm also in the market
for a 130 if anyone's selling one...

--- Rick Berry <> wrote:
> Gang,
> If you have -HARDWARE- problems that need to be
> repaired,
> REFUSE to pay the $49.00 "support per-incident fee"
> and ask (politely) to
> speak to
> a customer service representative.
> Tell the CS Rep:
> 1. I do not need TECHNICAL SUPPORT, I can -see- that
> it is clearly physically
> broken.
> 2. I need the one-price-fixes-everything $187.69
> Newton.
> 3. ASK NICELY: I want an exception to be made to
> the $49.00 per-incident
> charge.
> The CS Rep will give the Technician an "exception
> code" to enter into the
> case, and the Tech can then dispatch you to the
> service rep.
> If the CS Rep doesn't want to make the exception,
> argue the point that you
> don't need "Technical Support" you need a "REPAIR"
> only.
> If the CS Rep still doesn't give in, ask to speak to
> his supervisor.
> Do not pay the Per-Incident Fee, unless you need
> TROUBLESHOOTING! (and that's what -we're- here for,
> right guys?)
> If you go this route, do not ask the service rep
> -ANY- technical questions.
> Just let them dispatch you to the repair service,
> who will take your credit
> card number and ship out the cardboard mailer box.
> Don't send in any parts besides the broken ones.
> Include a note (typed, printed, or neatly written)
> explaining EVERY SINGLE
> -all- be fixed.
> Include the case number, the dispatch number, your
> address and phone number,
> and the serial number of the Newton on this piece of
> paper.
> This helps insure you get your machine back.
> Do not let Apple push you around on the $49.00
> charge. Simply politely refuse
> to pay it, and ask to speak to a customer service
> representative.
> I used to work for Apple, so I know how they
> operate, and why they ask for
> this money, but if you just need a hardware
> dispatch, there's no point in
> paying it.
> ~Rick Berry
> <>

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