An uncharacteristic slip?

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I am an Apple fan – no one would dispute that, and I would always describe their customer care and retail experience as second to none. however, I have finally caught them out – not in a big way – but they have finally made a mistake!

I have an old MacBook at home, one of the black early Intel chip ones. It is lovely, runs like a dream (far faster on Snow Leopard than my much younger Windows 7 laptop) and it is a family favourite now. It was the reason for my recent dealings with Apple.

My step daughter is the lucky owner of a new MacBook Pro on account of her A level results and imminent move to Loughborough University (well done Star). Setting this up and playing with it set me hankering after Lion on my MacBook (it won’t run Mountain Lion). Now upgrading should be easy, just visit the Mac App store and download it, except for the fact that Apple have removed Lion and replaced it with Mountain Lion.

I am sure I am not the only person who didn’t upgrade when they could have, so how was I to progress this? My initial call was to Jigsaw24 in Nottingham who were really helpful (thanks John) and confirmed that there was no way they could get me a copy of Lion, but that they would raise a case with Apple for me so that I could try to get it.

And this is where I finally get to catch out Apple! The case setup by Jigsaw24 worked and I was able to order a copy of Lion – I was told it was a download version so I would get two emails (just like the current Mountain Lion update) – but no emails arrived apart from an invoice and a ‘how did we do’ customer service email. This was strange I thought, so I left it 24 hours just incase it was an issue with mail. Still nothing!

So a call back to Apple care, who were again amazingly helpful, was made from which it transpired that I was being sent a disc copy of Lion. Strange because to the best of my knowledge it was always download only! This is not a problem, I will get my software, and being on a disc actually suites me (it’s an age thing).

This is not the end tot he story – two days later I actually received the download emails as originally informed – so it was a download after all!

But it feels good to have finally found just a tiny error in the Apple system – they must be human after all!


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