an email to tim cook

The worst problem — next to any real problem — is having very big computer problem that appears to be unfixable.

I bought an iMac in January. Stupid mistake. I hate it. Next time I'm going back to a laptop. 

So many problems not worth itemizing.  Every time one gets solved another one pops up.

Hours and hours and hours on the phone with Apple.

LaKeesha schedules a 10am phone call with me and never calls. 

Ed is great. Sr. Technician. I spend half a day with him. He captures info on my computer and sends it off to engineering. He has immense amounts of patience and expertise. 

Antoine in Customer Relations is a totally different story.

He doesn't help me at all, though tries to fool himself into thinking he is. 

My frustration with his lack of help grows every time he opens his mouth. Finally after an hour of going in circles, I say, "I'd like to speak to your supervisor." 

"I'm sorry, I am the highest level."

"Really?! You mean you have no boss?"

"No, I have a boss, but that person (careful to hide the gender) does not take calls or respond to emails."

"So if I'm not happy with your response, with whom do I speak?" (Intentionally showing off my correct grammar).

"Well, you could write to Tim Cook."

"Thank you Antoine. That's a very helpful suggestion."

"Im sorry, then. There's no one else."

"Fine; what's Mr. Cook's email address?"

"I'm sorry; that I don't have. But I can give you Apple's corporate address."

"Antoine," I say as calmly as possible.  "I CAN GET THE ADDRESS OFF THE INTERNET!"

"Okay. Is there anything else I can help you with today?"

I hate this question — with the false assumption of anything else thrown in.

I hang up. Angry and more frustrated than when I began the call.

But hey, why not?

I guess at the email address based on every other person at Apple.

I begin an email to tcook@apple.com:

Mr. Cook-

I have little hope that this email will reach you, but I will try anyway.

And end with:

I am told you sometimes answer emails. I hope this is one of them.

Two days later Britani calls.

"HI Lyn. This is Britani Woods from Tim Cook's Office."

I've now been escalated to the very highest level. 

Carlin is helping me now.  Apparently he's the most senior-level technician that exists. And Britani is my point person.

After an hour with Carlin today, I suggest we reschedule for more tomorrow.  I have only so much tolerance for computer talk.

We'll see where it all ends up. But at least Tim Cook's office is now involved. I am cautiously
hopeful.