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).
Good day,
Christopher Filkins
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