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View Full Version : Kudos to Apple's Customer Service




sekoitus
Jan 11, 2011, 05:28 PM
I'm writing this on my third MacBook Air 11".

First one had a defective microphone. Everything else worked just fine.

Called Apple, they sent me a new one. What's interesting is that they didn't even want the defective one back first, they trusted me. Once I had received the replacement, the courier called me and they picked up the old one.

The replacement had a really bad wobble / squeak.

Called Apple, I was pretty disappointed at this point, and Apple understood my frustration.

They sent me a third machine. I used the second one at this point and once the third machine reached me, the courier came picking up the second machine.

Anyway, all this happened very quickly and pretty effortlessly (oh well, I don't like to get through two replacements to get a proper working machine, but Apple handled this really well in my opinion)

Now I'm happy.



darknite38
Jan 11, 2011, 05:33 PM
Cool.

Saberon
Jan 11, 2011, 05:42 PM
I

Called Apple, they sent me a new one. What's interesting is that they didn't even want the defective one back first, they trusted me.


Not really trusted you...they won't refund the 1st if you don't return it. Essentially you just bought another and returned the 1st one ;)

potentpotable
Jan 12, 2011, 12:59 AM
If you're truthful, I'm not sure how you got so lucky to get not one, but two advance replacements. Apple fought me to the bitter end on that for a single replacement, and I still lost.

2IS
Jan 12, 2011, 01:17 AM
yeah I agree, them sending an advanced replacement has nothing to do with trust and isn't exactly uncommon.

MacModMachine
Jan 12, 2011, 02:18 AM
Not really trusted you...they won't refund the 1st if you don't return it. Essentially you just bought another and returned the 1st one ;)

refund ?

they dont charge your credit card for advanced replacements, i have done 3 or 4

they charge the card if you dont return the old one in 30 days.

deedas
Jan 12, 2011, 02:40 AM
May I ask in which country do you live? Apple stopped doing that in the US long ago. They now refer you to an Apple store for any repairs at any point.

///M5
Jan 12, 2011, 04:44 AM
I'm writing this on my third MacBook Air 11".

First one had a defective microphone. Everything else worked just fine.

Called Apple, they sent me a new one. What's interesting is that they didn't even want the defective one back first, they trusted me. Once I had received the replacement, the courier called me and they picked up the old one.

rofl. Thanks for the laugh!

frifra
Jan 14, 2011, 03:49 AM
May I ask in which country do you live? Apple stopped doing that in the US long ago. They now refer you to an Apple store for any repairs at any point.

Same for Canada. I had a MBA late 2008 and wanted to give it back due to the "line issue" which was expecially visible on a white screen. It took me some time (over 20 hours on the phone with apple) to convince the guys at the genius bar and wasn't easy. They even tried to talk me out of it and where asking if I really need to work with graphics. Just ridiculous.