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Mac Support Pulls a Stupid

To preface this rant, I thought I would tell you a little bit about myself:

1) I’ve only ever had PC’s. My father had a 286 and a 486 while I was growing up, and I’ve always been very into computers. My brother and I built our own computers for under $300 each while we were in high school. We were never presented with the opportunity to build a Mac.

2) Growing up, my friends and I played a lot of computer games, and I’ve tried to connect a Mac with a PC over a network… If you want to play a computer game at a LAN party, don’t bring a Mac.

3) I’m also very thrifty (stingy even) and never spend more than $1000 for a computer.

Those are three reasons whey I’ve never owned a mac. Please notice that there isn’t a “Mac’s are for idiots” reason. I don’t have any problems learning how to use a Mac, but I’m not going to drop a couple grand on a computer just to re-learn how to do things. (I use iTunes as my only music playing program.)

Now that you understand that I am pretty neutral on the Mac vs PC issue, here’s my rant:

Ordering a Simple Mac Product

I needed to purchase QuickTime 7 Pro to edit some videos for a client, and I needed to get it done in a couple days. No problem, right? On December 21st, I log into the Mac store, and purchase the registration key for $30. Immediately I get an email saying:

Hello Ashton Sanders,

Thank you for shopping the Apple Online Store. Your order is complete and your purchase information is located below.

Be sure to keep a copy of this email for your records. It may contain your software key(s), which you can retrieve at any time by visiting Downloadable software purchases in Your Account.

Visit Order Status to view your order details.

Best regards,
The Apple Store Team

Even though this introduction email refers to possibly containing a software key (like the one I need to activate QuickTime 7 Pro), the order details only says:

Product Name: QT 7 PRO WIN ACCESS KEY-INT
Product Number: D3381Z/A
Price: $29.99
Quantity: 1

Registered to: Ashton Sanders

And then it has instructions for how to use the registration code.

Problem: No Registration Code

Solution 1: Okay, maybe I just need to wait a while. So I waited until lunch time the next day before contacting their live chat support in the Apple Store. I explain my problem a couple times before she said, “We can’t help you with that. Go to the support website for QuickTime.” Which obviously shows that she still didn’t understand the problem I was having…. since my problem is that the Apple Store didn’t give me the Registration Key.

FAILURE.

Solution 2: I called the Apple Store Support and they told me, “It usually takes up to 24 hours for the registration key to get mailed to you.” Okay, fine. I’ll wait till 9:00 at night. I waited till 9:00 that night and still did not receive a registration key. The best part was that the support line closed.

FAILURE.

Solution 3: I called the Apple Store Support the next morning and they told me, “It usually takes up to 48 hours for the registration key to get mailed to you.” And you guessed it… still no registration key.

FAILURE.

Finally after 4 days of waiting and 3 calls, someone told me, “It usually sends you the registration key immediately, but sometimes it just breaks. I’ll credit your account (it takes 5 days) and you can purchase it again.”

Thanks Apple Store for being crappy.
-Ashton Sanders

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