I purchased an iBook, Airport, & Wireless card on July 14, 2002 for a total of $2,069.61. Based on my past experience with Apple, and the prompting of my vendor, MacMall, I felt confident that I would be eligible for the upgrade program as I have been in the past. Shortly after I purchased the iBook I found word on the web that your upgrade was only available to those who had purchased their computer after the 17th of July.
I wrote a note to Apple customer service requesting clarification. I never received a reply.
I made it perfectly clear that I would return the computer that day if I was not going to be eligible for the upgrade program. I specifically bought the computer at the time I did because I wanted to time the purchase of the computer to take advantage of the upgrade to the new system. because I desired the additional functionality of the new mail client.
Today I called your sales department to make my point and purchase the $19.95 upgrade CD. I was told that I was not eligible for the upgrade . The service representative understood my frustration and offered to let me speak with "Customer Relations" so that I could either get the upgrade through non-standard channels or be connected with someone who could help me out further.
I was transferred to a nice young man who assured me that an upgrade CD could be gotten outside of normal retail channels. He put me through to "Customer Relations" where I spoke to a woman named Chris Dimas and made the following report #11929433.
Chris Dimas was not helpful at all. Her approach was cold & without any sympathy for the ridiculous nature of the situation. Her attitude was condescending and where I was annoyed with the situation before i spoke to her I was livid by the time I got done being looked down upon by Ms. Dimas. She made it very clear by her language that she is empowered to make a call as to whether I could get the upgrade or not and she deemed it beneath her to offer any sort of concessions to my recent spending of over $2000 with your firm. Her thinly veiled contempt for my position has compelled me to write this letter to you.
I have spent way too much time with this. You can be assured that if I ever spend more money with Apple I will not do so when there is a system upgrade even remotely announced. You can also be assured I will not spend $100+ for your current Jaguar release.
I am going to post this letter on the front page of my website, The Safer Sex Page (http://safersex.org), so that my 5000 daily visitors can be sure to know about how Apple chooses to treat its best customers (6 machines now I've bought from you over the years).