Ok so I check to see the status of my “New iMac” and notice that they have not shipped it, but they are building it. Then I notice that instead of building a 2.33GHz like my old one, this new one is a 2.16GHz.

<INSERT DRAMATIC MUSIC HERE>

So. . . I call Apple and let them know. Shanon was very sorry to hear about my problem. She tells me unfortunately the new machine has been ordered and is in an order state where it cannot be canceled. I will have to wait until I receive the new one (with the wrong processor), then return it. They will build my machine for me again.

<INSERT UPSET VICTOR HERE>

So , I explain to Shanon that this just won’t do (ok maybe not my exact words). I ask for an escalation. Shanon puts me on hold and comes back and explains that they are transitioning to a new computer system (of course I wonder if they are Macs), then she says in the old system the order was still pending so she canceled it and will order a new one.

<INSERT VICTOR STARTING TO GET HIS BREATH BACK HERE>

I then tell Shanon that I have spent a lot of time and energy trying to buy this mac and that I really feel some compensation is in order. I ask that I be upgraded from 2gigs of Memory to 3gigs. Shanon tells me (very nicely) that this is a $500 request, and it will not likely happen (ok I’m paraphrasing her words here too).

I then request that I at least get upgraded to a 750Gig HD. Shanon goes off line and returns with the approval. She writes the new order (perfectly) and puts it in the system.

Shanon was excellent, graceful and took a very unsatisfied customer and turned me around. I asked for her supervisor, and gave her a commendation. I also told her that I was going to blog about this here.

Thanks Shanon for doing a great job. By the way folks, I’ll have that new iMac in about 4 days according to Shanon.

So the new “Lesson learned is. . . no one (even Apple ) is perfect. We take the next step, and we do the best we can. In this case I’ll feel better only after I turn on my new iMac and hear the start-up chime.

<INSERT HOPEFUL VICTOR HERE>

See pics below for examples of the order error:

Original order

Replacement order with error

Latest order (this one is right, thank’s Shanon)

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