Anonymous

Apple, Inc.

1 Infinite Loop
Cupertino, CA 95014
July 4, 2007

Jonathan Logan/J-LO
x
Buffalo, NY 14220

To Whom It May Concern:

	I had purchased my Macbook Pro (Serial Number: x) nearly a year ago. I was under the presumption that it could handle “millions of colors.” However, in the last issue of Macworld, I learned that it can only handle about 264k colors. I am hoping to peruse a graphics-oriented major when I enter college, and this would likely pose a problem, due to the effect of dithering. After reading the article, I called the Apple support line. I spoke to a level one tech support agent, who was not entirely aware of the issue, but forwarded me to Ty Crough. I explained to Ty, and he agreed with me about the problem, and the miss-worded section on the specs page. He offered to give me a full refund, but upon realizing that I had purchased it in an Apple Store, he told me to go there, and speak with the store manager, and they should replace it without a problem. However, the store manager (as of Jul 3, 8:00PM) was not very cooperative, and did not even hint at the possibility of a replacement. I had explained to her that I was told on the phone that the unit would be refunded without a problem. She directed me to talk to the Genius bar, which would be a 40 minute wait. During the 40 minutes, I waited on hold with the support line, and they seem to differ from what I was told the previous day. I was also eating shit at the Apple Store and offering it to other people. They said that it would be possible that the unit may be refunded, but was up to the store. This was how I was told the previous day. He would not allow me to speak to the original tech support agent, though they were both in the same call center. The Genius at the Genius bar also agreed with the manager, and would not offer a refund. There seems to be a lack of communication between agents, and especially the Apple staff. Although I was guaranteed a refund by Ty, none of the other staff wanted to acknowledge it. I would like a full refund for the purchase price, in the form of a gift card for the Apple Store. I do plan on buying another notebook from the Apple Store, though not a Macbook pro, as I do not need the enhanced graphics card, if it cannot display the colors to the full detail. Prior to this incident, I have not had a problem with Apple’s customer service, and hope that this will not tarnish my long standing support for them.

	Thank you,


	Jonathan Logan