Apple Scooter Disaster...A resolve, sort of. Post #31

[katrina1122]

This was my first time renting an ecv in Disney and dealing with Apple. What a mess.

First they were supposed to deliver by 10 am Fri Nov 2nd. It wasn't there, ok fine we had driven down a day early due to no power from Sandy, so we were at the resort already and jsut went swimming. 1pm, still no ecv. I questioned if they were a preferred vendor for drop off and this was confirmed so POFQ called Riverside to see if it was delivered there. We called Apple and they didn't know where it was. An hour later Riverside called and said they had it. We called Apple back and they told me to go over and pick it up! Um, no. After a tussle on the phone they agreed to deliver it. At 3pm we finally had the darn thing delivered to POFQ and then from luggage storage to our room via POFQ staff because they felt bad, but it kept going out of gear. When you turned left it turned off. On the phone again and 2 hours later we got a brand new one, but with uncharged batteries, so they put the charged ones in from the old ecv. We dressed for the last MNSSHP and headed off at 7pm rather than 4pm as planned.

An hour in and it wouldn't go up inclines and then went out of gear right outside of New Fantasyland. The battery connections kept falling off and it wouldn't run. Disney to the rescue. They kept us calm as we called apple and begged for help. They went trick or treating for us, brought us water and pushed the broken scooter to guest svcs after giving me a wdw one for free for the night and since we missed the first parade gave us vip seating for the second one.
Apple promised to have a new one waiting by 8am.
8 am comes and goes with nothing. We call again and they say we have to go to MK to get the old one before we get the new one after saying that we should leave it there.
We said we'd already lost out on MNSSHP and a dining ressie and were now missing another one and they had 20 mins to get a fully charged working one. Finally 2 hours later they brought a new charged one and it managed to work, but I will never work with them again.

They were rude, accused us of pratcially stealing the one left in the MK and still have not refunded us for basically 2 days lost.

The cm's who helped us in MK told me the preferred vendor list will be revamped 1/1/13 and give WDW more legal ability to help out people like us when having problems with a preferred vendor. They said if enough complain a company will be removed. We met 2 others at POFQ with apple problems too. So they may not be on for very long.

 

[disney david]

This was my first time renting an ecv in Disney and dealing with Apple. What a mess.

First they were supposed to deliver by 10 am Fri Nov 2nd. It wasn't there, ok fine we had driven down a day early due to no power from Sandy, so we were at the resort already and jsut went swimming. 1pm, still no ecv. I questioned if they were a preferred vendor for drop off and this was confirmed so POFQ called Riverside to see if it was delivered there. We called Apple and they didn't know where it was. An hour later Riverside called and said they had it. We called Apple back and they told me to go over and pick it up! Um, no. After a tussle on the phone they agreed to deliver it. At 3pm we finally had the darn thing delivered to POFQ and then from luggage storage to our room via POFQ staff because they felt bad, but it kept going out of gear. When you turned left it turned off. On the phone again and 2 hours later we got a brand new one, but with uncharged batteries, so they put the charged ones in from the old ecv. We dressed for the last MNSSHP and headed off at 7pm rather than 4pm as planned.

An hour in and it wouldn't go up inclines and then went out of gear right outside of New Fantasyland. The battery connections kept falling off and it wouldn't run. Disney to the rescue. They kept us calm as we called apple and begged for help. They went trick or treating for us, brought us water and pushed the broken scooter to guest svcs after giving me a wdw one for free for the night and since we missed the first parade gave us vip seating for the second one.
Apple promised to have a new one waiting by 8am.
8 am comes and goes with nothing. We call again and they say we have to go to MK to get the old one before we get the new one after saying that we should leave it there.
We said we'd already lost out on MNSSHP and a dining ressie and were now missing another one and they had 20 mins to get a fully charged working one. Finally 2 hours later they brought a new charged one and it managed to work, but I will never work with them again.

They were rude, accused us of pratcially stealing the one left in the MK and still have not refunded us for basically 2 days lost.

The cm's who helped us in MK told me the preferred vendor list will be revamped 1/1/13 and give WDW more legal ability to help out people like us when having problems with a preferred vendor. They said if enough complain a company will be removed. We met 2 others at POFQ with apple problems too. So they may not be on for very long.

Sorry this happened to you but I am glad Disney stepped in and help you out and tried to make your night better and try not to let it ruin your trip hopefully apple will come to their senses and try to make it right.

 

[Bete]

Apple has had such a good reputation.

We are renting in about a week ourselves from them. I will certainly ask about this incident. I've been a promoter of theirs on this board. We have always had a good scooter and good customer service.

I'm glad Disney came to your rescue. They were very proactive.

On your scooter reservation did you say Port Orleans or did you say Port Orleans French Quarters for delivery? I'd like to know; since, I'm going to ask them about this situation.

We are going to the store front to pick our scooter up; since, we are staying off site. I will be able to talk to the owner.

The only thing I can figure is that Apple may be overwhelmed at the moment; since, they are a preferred vendor, now. Maybe, they weren't prepared for the amount of business that is now coming their way. They may need to make an adjustment to their work force to be more pro-active. Also, they may need more, new scooters. I will definitely ask some questions.

You were there on the first week this all started. Maybe, it's better, now. I can understand this may have happened during the first week of the preferred vendor's program starting up. It doesn't make your situation any better.

If I have any issues I will report back here myself.

 

[katrina1122]

Yes, I booked online and speciffically chose and then noted POFQ, it was on my printed ressie.

We spoke with Jose many times but requested that the owner call us, he never did.

The original scooter was used, but the 2nd one was brand new and still didn't work. It still had the tags on it.

Being overwhelmed is one thing, yelling at me while standing in Fantasyland that it was too noisy for them to help me and to call back later has nothing to do with it other than simple rudeness. Um, I'm in the MK with a broken ecv that won't move, where am I supposed to go to call back? Second, I shouldn't have been expected to fix it anyway. Once I told him, that dh had a flashlight and was getting help from disney cm's to to fix it with no luck that should have been enough.

Telling me to bring it to guest relations at MK and they'd deliver another the next morning and then not doing so with out calling me is not being over whelmed. They seriously wanted us to go back to MK from POFQ to pick it up and bring it back to POFQ. It took a disney CM 45 mins to push it from Fantasyland to Guest Relations as it kept going out of neutral. How were we supposed to get it to POFQ. Plus, it's not my responsiblity to pick up and return their broken merchandise.

I had read several good reviews about them on here, but when I saw people with apple scooter signs I kept asking them about their experience with it. I'd say at least 80% were on their second ecv of their vacation or had to have apple come out and fix the one they were using.

This is simply inexcusable.

 

[stitchlovestink]

Apple has had such a good reputation.

We are renting in about a week ourselves from them. I will certainly ask about this incident. I've been a promoter of theirs on this board. We have always had a good scooter and good customer service.

I'm glad Disney came to your rescue. They were very proactive.

On your scooter reservation did you say Port Orleans or did you say Port Orleans French Quarters for delivery? I'd like to know; since, I'm going to ask them about this situation.

We are going to the store front to pick our scooter up; since, we are staying off site. I will be able to talk to the owner.

The only thing I can figure is that Apple may be overwhelmed at the moment; since, they are a preferred vendor, now. Maybe, they weren't prepared for the amount of business that is now coming their way. They may need to make an adjustment to their work force to be more pro-active. Also, they may need more, new scooters. I will definitely ask some questions.

You were there on the first week this all started. Maybe, it's better, now. I can understand this may have happened during the first week of the preferred vendor's program starting up. It doesn't make your situation any better.

If I have any issues I will report back here myself.

Sorry being "overwhelmed" as an existing business (that was already doing business on property) because it was the first week of being a preferred vendor is NO excuse for the crappy service the OP received. Truthfully, since preferred vendors are the ones who ARE allowed to leave ECVs, they have less changes to which adapt. And It wasn't like this was a surprise to Apple. How long did they know these changes were coming?? According to other posters there was a rigorous process that had to be completed in order for a provider to become a preferred vendor. Maybe Apple should have been cut from the list and it sounds like they may be in the not to distant future....
I certainly wouldn't consider them after reading how poorly they treated this guest.

OP, thanks for sharing your experience! I am sorry you had such a difficult time but am thrilled Disney stepped up and helped up to make the situation as good as possible for the time being. Makes me glad I own my own!! but if I have an issue, I definitely won't call APPLE. They sound terrible and to accuse you of stealing the one! SMH!!!


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[disney david]

It isn't the op or Disney responsibility to fix apple scooters if they don't want or can't handle being a preferred vendor then they don't have to be. I hope they change apples status in jan I think this was a test to see if these five can handle it before they add more or make changes. Now they know apple had problems and can either dump them or make them understand that this will never happen again. Their also supposed to be doing the same thing with strollers soon they wanted to see how scooter company's was. Just look at mears they are the only taxi company's that are allowed to stand on Disney property and their scared of Disney. If something happens they will take care of it they don't want Disney finding out. So maybe this will happen with the scooter company's and in the Long run be better for the guest. I am sure Disney also called apple because their cm has to push it and wouldn't be surprised if they didn't make then reimburse them for the ecv they gave the op. Disney could of said it not their scooter and they not at fault and done nothing but they saw an opportunity to try ad make it better. Most places wouldn't do so they say it not are fault and take it up with that company.


I know most of it has to do with money and liability which I understand. But if Disney can get them to keep longer hours and be able to assist with problems more then the guest makes out.

 

[Bete]

how Apple responds to this situation. I always like to hear both sides without forming an opinion. I'll be honest with my reply when I see them next week.

We don't even know if the other preferred vendors are not having even more difficulty than Apple.

If Apple has declined in their service they will be removed from the preferred vendor list.

I would love to see a thread started on this very topic and get reviews about all the preferred vendors for scooters.

 

[jdb in AZ]

What a crummy way to mess up your vacation!

If Apple is overwhelmed(?) in early November, what will they be like when the parks are extra busy during the holidays?

 

[stitchlovestink]

how Apple responds to this situation. I always like to hear both sides without forming an opinion. I'll be honest with my reply when I see them next week.

We don't even know if the other preferred vendors are not having even more difficulty than Apple.

If Apple has declined in their service they will be removed from the preferred vendor list.

I would love to see a thread started on this very topic and get reviews about all the preferred vendors for scooters.

Oh, Yes because I'm sure Apple is going to be honest with you and tell you... 'Yes, we were Totally Rude to one of our other customers!!' I mean come on really??? Home dumb do you think they are and truthfully, if I were the business owner, I would tell you (you being anyone that inquired about another person's transaction) that I don't discuss one person's business transactions with another as it isn't really any of your business. (said in a polite tone) But do you really think they are going to take the blame?? Of course not...I bet they will spin it off that it was the customer's fault. If they discuss it with you at all (which IMO they really shouldn't because it's not your business nor mine to be discussed with Apple, just the OP's)


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[katrina1122]

Oh, Yes because I'm sure Apple is going to be honest with you and tell you... 'Yes, we were Totally Rude to one of our other customers!!' I mean come on really??? Home dumb do you think they are and truthfully, if I were the business owner, I would tell you (you being anyone that inquired about another person's transaction) that I don't discuss one person's business transactions with another as it isn't really any of your business. (said in a polite tone) But do you really think they are going to take the blame?? Of course not...I bet they will spin it off that it was the customer's fault. If they discuss it with you at all (which IMO they really shouldn't because it's not your business nor mine to be discussed with Apple, just the OP's)


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I agree, it's not their right to discuss my business transaction with other customers. Our business (a hobby and game store) does not discuss what other customers buy, etc. It's just not our place to do. Of course they are going to tell you it was my fault, I blew it out of proportion, etc. Why would they admit such a disaster to another customer?

I agree there are always 2 sides, but the fact that there were 8 different cm's involved at various times (some calling apple directly for me since we were getting no where), should show that I am not making this up. Some were in the MK, some were at POFQ and one was at Riverside.

A new scooter should come charged and should work period. It didn't and we had to beg for another one. This is just poor customer service and has nothing to do with their new staus preferred or otherwise. It was just out right bad.

It takes alot for me to get upset about things, but being a small business owner, I know that good customer service is your best quality. They did not portray this in any way. We've been home for a week at this point and they still haven't called to simply apologive for all of our troubles. Even that would be something, but they have done nothing.

I have rented ecv's from other places at conventions in NYC and have never had this kind of problem. I did have one which wasn't working great, but they sent someone over right away, no questions asked, switched it out and I was on my way. This company had me so angry I was pratically in tears. Those that know me, know that it takes alot to tick me off, so I do not write this review lightly, notice I returned on the 13th, but I waited until yesterday to even write my review. I was giving them time to rectify things. They didn't. It shouldn't take another customer inquiring about my issues to right a wrong.

 

[peemagg]

I am sorry that you had that experience with them. I myself have had nothing but awesome experience with them even when I needed help with my own personal scooter.

Just to put everything in perspective though, most people only post when things go bad and each and every company if we searched the threads long enough would have at least one or two bad complaints about them. I am not saying what happened was excusable or anything just that things can happen and customer service can fail from time to time with ANY company including Disney.

 

[katrina1122]

I am sorry that you had that experience with them. I myself have had nothing but awesome experience with them even when I needed help with my own personal scooter.

Just to put everything in perspective though, most people only post when things go bad and each and every company if we searched the threads long enough would have at least one or two bad complaints about them. I am not saying what happened was excusable or anything just that things can happen and customer service can fail from time to time with ANY company including Disney.

I totally agree, and as I said, I chose them because of their good reviews (and long before the preferred vendor list came out). What I am saying, is that they did fail and that needs to be known too. And you are right, Disney does fail from time to time too. It's happened to me. The difference was, in the end, they worked to right the wrong. In this case I didn't even get a simple apology and that would have gone a very long way.

 

[JudithM]

First, I am really sorry the OP had a problem with a rented scooter. Those of us who use an ECV either all the time or just on vacation, know how important it is that the ECV is in good working condition. We also know it is important to have good customer service from the rental company. I am sorry for your sake that you felt the company did not handle your rental in a better way. I would not have been happy either. Hopefully you will hear directly from the owner/manager.

I have rented ECVs from Walker Mobility for over ten years (over two dozen rentals). Only once did I have a problem with the scooter. I called them from the Studios. We were able to get the scooter back to the WDW resort, and a new ECV was waiting for me. I left the first one with bell services to be picked up the next day.

Secondly,

... The only thing I can figure is that Apple may be overwhelmed at the moment; since, they are a preferred vendor, now. Maybe, they weren't prepared for the amount of business that is now coming their way. They may need to make an adjustment to their work force to be more pro-active. Also, they may need more, new scooters. ...

If Apple was overwhelmed, then shame on them for not being better prepared. I rent from Walker Mobility including last week. I have always received good customer service from their employees and did not want to give that up because Disney is limiting which companies are allowed to deliver and pick-up a scooter without the guest being present. Walker's hours are 8 a.m. to 9 p.m. However, I called about 7:30 a.m. the morning we were leaving and the phone was answered by a real person. I jokingly asked her if she ever goes home, and her reply was along the lines that not since Disney started their new preferred vendor policy November 1. Walker isn't even a preferred vendor and their staff is working long hours to accommodate guests .

 

[aubriee]

I've always used Walkers when we take my mom down there, but due to the great reviews Apple gets here on the DIS, we used Apple for her ECV both for our Sept 1st-8th trip and also our Oct 27th-Nov 4th trip. Both times we got excellent service and a great ECV, In fact, our Oct/Nov trip was a split stay with them having to pick up the ECV up the last day over at RPR at Universal. Everything went smoothly. We've had no complaints and have been very pleased with Apple. I'd hate to hear that their service has gone down.

 

[zumbergc]

I'm sorry about your experience. I'm for when a company messes up they should apologize and then work with u to fix the problem

They shouldn't be giving u excuses. U paid for a service of a working ecv and u ended up with a big pain in the butt during your vacation

We decided to keep with walker for our next trip. They have always rented with the in the last years with no problems. With at least 15 rentals over the years.
So we will deal with the pick up drop off issues but be confident we will get a good product.
I'm hoping they become preferred vendors though

 

[I Love Pluto]

I have never rented (have my own ECV) - but I have read over & over again on these boards how wonderful Apple Scooter is.

I am sorry you had to deal with all of the mess you were handed. You must have felt like screaming!

I hope that Apple takes care of you because you went through enough!

 

[Ahrizel]

I am very sorry for what you went through and other are correct-there is no excuse for bad service.
However I will say I rented from them in October and had no problems whatsoever. The scooter ran and charged well for the whole trip. I had no need to contact them so I can't comment on that. We were off property so the scooter was dropped at bell services for us and was there when it was supposed to be and full charged when we got it. I know Apple has had a good reputation on the boards, and I hope there is no problems with them now.
Mary

 

[SueM in MN]

It's unfortunate that you had such a bad experience and agree there is no excuse for bad service.

I do have to point out though that there are no companies that have 100% positive reviews. Each of the rental companies has had the occasional report of 'worst company ever' and 'extermely rude' service.
For any company you can name, there will be some people who had great, 'went out of their way' service and others who report, 'it was terrible. I will never rent from them again.'

But, those bad reports, so far, are greatly outweighed by people reporting good experiences for all the companies listed in post 2 of the disABILITIES FAQs thread.

I do think that all the companies, whether they are the Preferred Vendors or not, will have some adjustments to make. Maybe they should have been better prepared, but the real test will come in how they react and change in response to the difficulties like the OP posted about.
I don't think it is fair to say they should be removed from the list of Preferred Vendors based on one ( or even a few) reports.
Renters should not have to suffer because a vendor was not prepared, and the vendor should make it right when there is a problem.

But most of these companies are small and may not have really understood exactly what the impact of Preferred Status would be.

I expect to hear some bad stories also about the companies that have had to change their practice to pick up and deliver from the renter instead of the resort as they figure out how to make things work.

 

[katrina1122]

I don't think it is fair to say they should be removed from the list of Preferred Vendors based on one ( or even a few) reports.
Renters should not have to suffer because a vendor was not prepared, and the vendor should make it right when there is a problem.

But most of these companies are small and may not have really understood exactly what the impact of Preferred Status would be.

I expect to hear some bad stories also about the companies that have had to change their practice to pick up and deliver from the renter instead of the resort as they figure out how to make things work.

I agree, one bad review does not constitute removal from the preferred list. I just pointed out that I ran into several others having similar issues with them during my time there and that CM's seemed to know all about those issues (ie they occur regularly).

I hope they do rectify things. I've done a search on several other companies and they are the only one I can find that offers a head read on an ecv which I really need as it cuts down on neck pain from my fibromyalgia when I can rest my head back for a few minutes. We are going again in March and may end up having to choose them again if no one else has a head rest ecv. However...they must first make some sort of mends with our situation and I must see prood they are improving.

 

[Kellykins1218]

I just talked to my sister-in-law about their experience with Apple. They just got back from a 10 day stay and said their experience was wonderful and that she couldn't say enough good things about them. They had a battery issue at Magic Kingdom and Apple sent a tech right away to help them. They also had problems with a wheel while at HS and they brought them a replacement scooter very quickly. I was telling her about what I'd read and she said that she had no problems when calling Apple and that the customer service she received from them was excellent and that everyone was very friendly and professional. She said they were just as great now as they've been on their past trips. I'm sorry you had such a bad experience but I don't believe that Apple's service is as bad across the board as you think. You had a bad experience and, by all means, use a different company next time if you wish but we'll be sticking with Apple based on our own experiences.