my run in with apple... and what you can do to protect yourself.

Current mood: betrayed
So if you didn't know, the window of my mustang was smashed in and my macbook stolen. If you know me then you know 2 things: 1) all of my belongings are in my car & 2) my macbook is my single most important material belonging.

I made a police report. They need the serial number. This is very informative to owners of all electronic devices to pay attention. I don't have my serial numbers being as I live in the air and on the road. All of my other belongings are in a storage unit in Nashville. So yea. This story is filled with a lot of bitterness but I promise you that it is an informative blog and also serves the purpose of entertaining.

I called the famous 1-800-MY-APPLE to retrieve my serial number. I was told and have always been under the understanding that MAC is very customer service minded. Today my opinion has been changed. The following is the non-quoted dialogue that went on between me and my apple service care agent.

MAC: Thank you for calling My Apple, Technical Support. How can I help you?

ME: Yes, my macbook was purchased online about 2 years ago and was recently stolen out of my car and the police officers are asking for the serial number on it so they can look for it. How do I go about getting that?

(She verifies my name)

MAC: One moment please...

(static music)

MAC: Ma'am? Apple policy states that we cannot give out any customer information. So there is no way I can help you.

ME: What? Um... I have to get the serial number. The police are asking for it. Do I need to get a warrant for it? I am here, I can verify who I am. I paid almost $2,000 for that serial number. I want it. It's mine.

MAC: Apple Policy says we cannot give out customer information. There is nothing I can do.

ME: Can I speak to your supervisor?

MAC: One moment please...

(static music)

MAC: Ma'am. There is nothing I can do. I'm sorry for your loss.

ME: I understand customer privacy, but your policy doesn't make sense. When I worked at a bank we had very strict policies as well but if a person can verify who they are then that information is theirs. Now I paid $2,000 for my serial number. I am not asking for someone else's serial number. I am asking for the one I paid for. I don't know if you go home and write your serial numbers down for your tv and computer but I don't... and you have it. I want it.

MAC: Maybe the police officer can call on your behalf and get the information?

ME: The officer didn't pay $2,000 for the number. I did.

MAC: Just have the officer call our security number.

ME: Is there a specific number I should give him to call?

MAC: No ma'am. Just have him call this number you called and he will be connected to the proper people.

ME: So, you are telling me to have SAPD call a 1-800 number and go through all the automated options to get a serial number that I paid for?!

MAC: Yes ma'am.

ME: Unbelievable. I feel like I'm dealing with a third world country.

MAC: Again, I am sorry for your loss. Have a good day.

So, I called the detective on my case. He was as flabbergasted as I was about the whole conversation. He called them and then called me back. He told me that they directed him to an automated response giving him an e-mail address to contact. So he e-mailed it and no lie it told him that they would get back to him in SEVERAL days!

This isn't even a joke. So I urge you to take pictures of everything you own and write the serial numbers on it and put it in a very safe place. Get renters insurance.

My own personal theory is that Apple just wants everyone to have the newest of everything. I had just been eyeballing the new eco-friendly mac. It's so beautiful. and BAM my computer is gone... that's a little ironic, don't you think?
I'm attaching 3 cartoons that prove my theory. Yes, a cartoon can prove my theory