Which consumer happenings cheered you recently and which ones made you want to scream or weep?
Here are my best and worst consumer experiences this week:
My best: Apple to replace my computer
In January of 2008, I bought an Apple desktop computer.
It’s worked pretty well for me. However, I’ve had a problem with the screen intensity of the iMac. It feels like the screen is "frying" my eyes after several hours of computer work.
I went to the Apple store in Tukwila, Wash., for two sessions to get the screen brightness dimmed beyond the lowest setting for brightness.
When it came time to buy a laptop to use when I’m traveling, I bought a PC. I didn’t want two computers that gave me eyestrain.
When I read on The Consumerist recently about a problem Apple is having with iMacs that have a yellow tinge to some of their screens, I decided to revisit the issue about my screen.
I called the manager of the Apple store and scheduled an appointment.
With my Sony laptop as a comparison, I explained the problem to the head of the technical department. I can use the PC for hours without eyestrain. I said I needed a new computer.
He said he couldn’t see anything wrong with my screen. I said, “Try using it for three to five hours.” I repeated my request for a new computer.
The technical manager said he’d talk with the store manager about what could be done.
When he came back, he said Apple would replace my computer. I was surprised and thrilled.
This consumer experience is a great example of how consumers need to be persistent when they have complaints. Consumers do have power, and they need to exercise it more often.
My worst: Low-quality customer service at Safeway
Last week, I wrote about a miscommunication on a prescription. I walked over to the Tumwater Safeway, and the prescription wasn’t ready. The order, through my doctor’s new computer system, hadn’t been received.
I did get a call Saturday to let me know the pharmacy had the order, but the medication, which had been ordered, wouldn’t be in until Monday after 2 p.m. That was O.K., but what happened when I went to pick up the prescription was surprising.
The pharmacy clerk was grumpy to me. She seemed to be uninterested in her job or having a bad day.
After I got out of the area as quickly as I could, I spoke to the manager. She said she’d talk to the clerk about how she works with consumers.
When I called Safeway later in the week to find about its soon-to-be-discontinued airline mileage rewards program, the customer service representative was much more pleasant. I gave her a compliment. She told me in a genuine voice that Safeway appreciates its customers. Consumers like to hear that they’re appreciated.
