Apple in Jordan: Premium Prices, for Sh*ty Support
OK, I had it, I can’t stand this anymore, and I got to spill it out. I love my Macbook Pro, and I can’t imagine how I was computing before it. But, the level and quality of support an Apple user get in Jordan is basically, the worst anyone can get.
I bought my Makbook Pro as soon as it was available, and I was from those unlucky ones with a defect in the battery, where the machine randomly shutdown when it was getting near being empty. As well, a dent or a swallow in the back of the battery appeared, looked like it is gonna explode, and dangerous to use. So I stopped using the battery, and went looking for Apple support in Amman. That was around the 1st of June 2006.
First stop was a shop in Swaifiyeh, that identifies itself as an Apple Reseller, and Support provider. Went to them, they checked the laptop serial number, and they reported back “Your laptop is not covered with support, replacing the battery will be 200JDs” (That is 300$USD), WHAT ! I asked “Is my laptop less than 2 months old”, they answered “Yes”, I asked again “Is there an Apple Laptop that is sold without Warranty”, they said “No”, “So How-come my Laptop isn’t covered with support” .. no answer.. So, I left the shop, and went to the other Apple Provider located in Abdali.
There was a totally different experience, it seems to me that the people there know what they are doing, but the package (offices, dress-code, etc..) isn’t as pretty as the shop in Swaifiyeh, but it didn’t matter, I wanted the battery replaced. The guy there entered the laptop serial number, saw the same message that the other store saw about coverage, and smiled “It seems that the shop you bought your Laptop from didn’t fill your purchase information, or it didn’t sync yet with Apple Database” and they asked me for the contact information for the shop I bought from, and photo copied the invoice, and told me “It will take 6-8 weeks to have the battery arrive”.. that was June 5th.
Since then I had been using the laptop without a battery, I can tell you that the MagSafe works.. I lost count of the number of times that my laptop went dead because the power connector popped up and disconnected because of a movement near the laptop, it is supposed to “protect” the laptop from being cough up with the power wire if someone or something pull it off, but it ended up as the reason I have countless improper shutdowns for the machine.
Now, I had been emailing the Apple Agent in Amman almost weekly, asking them with an update, and getting answers such as “We made the Order”, “We are waiting for Approval”, “It is being shipped”, “It reached Dubai”, “it should come next week”, “it didn’t come with this shipment, maybe with the next one in few weeks”, etc… It had been 3 months now (13 weeks), and I am still waiting.. What bugs me the most, is that a client in USA, who probably have double my income, and payed for the same Laptop half the price I payed, is getting his battery exchanged in 2-3 days using mail, or immediate if he heads to one of the Apple stores or authorized service centers. Why is that ? Is the problem with Apple, focusing on US? and leaving their customers in this region under the mercy of bad service, or it is our problem for asking for a premium service when paying premium prices ? Tell you what, I don’t want premium service, I just want a service, any service.
UPDATE: After 4 months 9 days, and more than 50 follow up call, I got the battery, at Oct 16th.. At last, my Apple Portable is portable.
Sorry to hear about your problems. Unfortunately they’re not uncommon throughout the Middle East…
Hello Isam, just out of curiosity, where did you buy the Macbook from?
Same problem that i had when the ipod effect spread around the world, I contacted the same reseller that you did, and told him “Do you have an iPod?” the answer: “What?!! what is this?” I keep explain to them what is it,…. bla bla” then i purchase it through the internet.
Hi Isam,
guess u need to email Apple about that… meanwhile, i think u should tell us the name of the shop u bought this Macbook from, so that we dont deal with it anymore, this is the least punishment they deserve!
Well, I bought it from Dubai, because it wasn’t available in Amman then, and ofcourse the saving.. Now like any other portable device, it have international warreny coverage.. but tell that to the support providers in Amman
It’s really sorry to hear about such situations. We have the same shi* troubles in Poland. Apple seems doesn’t care for IMCs in rest of world.
Wanna buy, OK. Go and buy, but don’t want any good support from IMCs becuase Apple treats those companies in strange way.
We have the same problems here in Saudi Arabia as well with the “Official” Apple Daler. They just suck and they have extreme prices!! and when it comes to services or support, they dissapear!!!
Can you imagine that they don’t even have a single showroom yet!!!!
We are buying Macs either from the US or from local apple resellers. Some of them are even better that the “Official” dealer, nameley, ADAM
Hey Isam, – did you get a new battery? What’s the follow-up. I’m blogging a post right now about a similar issue with Apple’s battery exchange program, and another Jordan experience.
UPDATE: At Oct 16th, I got the battery.. it was about 4 months, and 9 days since I first asked for it..
Lucky …………… – they gave me another faulty battery stating that Apple had sent it to me, and there was no-other non-faulty battery for me!
Dear Isam
Kindly note that you was bought your Mac book pro from Dubai, and the company give you the service from Jordan, and I thing there is no benefits for the reseller company and they just give you service, and maybe your battery is not available in Dubai and this is not company fault, the company give you service as they can.
And for Mr.Rami I think when you call the company to ask about ipod you call the fault number or other rong company.
Mr.Isam, I know the company in al-abdalli very well, and I think you visited the service (maintenance) department not the other departments, so that you will see the package (offices, dress-code, etc..) isn’t pretty, it’s usual cuz it’s a maintenance department ?!?.
Mr.nemer, I think the company sent to you the battery that they received it from apple
And am sure it’s working fine with you now, yes??? So why complain.!!
And MR.Rami, the all employee in the company got an ipod even the company guard man, so am sure that you called the wrong company and wasting your time to explain to them what is ipod… .
As I said before, the company have a very good staff, and they’ve got an excellent service.
Long time no see :)!
Im planning to get a mac this week when i come to Jordan for only few days … could u give me there number? THANKS.
It would be even great if u can send me ur phone no so that i can get some feedback from you about your exp. with Macbook.
hi isam … can you please tell me where is this ( Apple store located at Al Adali) you talked about?
thnaks :)
I’m about to move to Jordan and am getting ready to buy a laptop, so here’s the question– if you had it all do over again would you still by the Macbook or would you go with a windows based PC?
Apple is week in jordan we have to admit it but we also have to give it to apple there macbook pro is great and all pros now that.
Hi, I wasn’t really surprised with what you have said about your problem with your Mac-Book. Anyway, it’s generally known that Apple products have a problem regarding their batteries, maybe you have heard about the two iPhone mobiles that exploded in the hands of their French owners. But the most important thing that why is this all carelessness by the resellers her in our region, is it because of the capability shortage by the resellers them selves? Do you know that in Libya for example the Apple reseller is a millionaire or maybe he is a billionaire?!
So what I’m telling you is that here in Jordan they just don’t have the capability to be a fully qualified resellers of Apple…