Apple Standard and ProCare Packages

[MacRumors]

Appleinsider reports (http://www.appleinsider.com/article.php?id=400) on upcoming incentives for purchase at Apple Stores.

The new 'Standard' and 'ProCare' packages reportedly replace the previous 'Mac Pac' service.

'Standard' (Free) packages simply include setup services for all CPU purchases, while 'ProCare' ($99) for Rapid Repair services, "advanced Genius Bar reservations', possible discounts and more.

The new packages will start on April 1st.

[scifiman]

Now if only there were an Apple store somewhere around me so I could make use of this. Oh well.

(side note: got the first post. yes!)

[maveness]

The pranksters are starting early.

There has never been a fee for consulting the Genius.

[pjkelnhofer]

The pranksters are starting early.

There has never been a fee for consulting the Genius.

That is what I thought as well. If they can't get that right, it makes you wonder if anything in the story is accurate.

[clonenode]

Well, whether you realize it or not, there WAS a fee to consult with a Mac Genius. If you walked in off the street with a Mac that had no warranty, and wanted free advice, they were supposed to charge you. Many did not... especially for a couple of minutes worth of trouble-shooting, but the structure was in place for them to do it.

Now there will be a way to reserve time with your favorite Mac Genius. But it will cost you.

I'm amazed at how fast inside Apple information makes it to these web sites. People should be ashamed.

[Some_Big_Spoon]

services for computers that they can't get their act together to release :rolleyes:

[Flowbee]

Here's the quote from the article:

At the same time, the company plans to eliminate the consultation fee for the average customer to talk with an Apple Store Genius. "Apple has come to the realization that the Genius Bar is the heart and soul of the Apple retail store experience," one source said. "Dispensing advice is not something the stores should be charging customers for, and the company plans to make the necessary adjustments."


As others have noted, getting advice from the Genius Bar is currently free. Since this seems to be a direct quote from their source, the source doesn't seem very credible.

[Flowbee]

Well, whether you realize it or not, there WAS a fee to consult with a Mac Genius.

Hmm... that's never come up in any of the Apple stores I've been to.

[Mr Maui]

The pranksters are starting early.

There has never been a fee for consulting the Genius.

Just another way to make money. Increase the bottom line.

[clonenode]

Here's the quote from the article:



As others have noted, getting advice from the Genius Bar is currently free. Since this seems to be a direct quote from their source, the source doesn't seem very credible.
Re-read my previous post. Many people don't realize that there currently IS a fee for non-warranty related consultation with a Mac Genius. They even have the pricing on a little sign at the Genius bar.

So the story seems real. Why would this kind of subject be a compelling thing to fake?

[Omad0n]

I'm curious to know what discounts would eventually come with the "Pro" part.

[jsw]

Well, whether you realize it or not, there WAS a fee to consult with a Mac Genius. If you walked in off the street with a Mac that had no warranty, and wanted free advice, they were supposed to charge you. Many did not... especially for a couple of minutes worth of trouble-shooting, but the structure was in place for them to do it.

Now there will be a way to reserve time with your favorite Mac Genius. But it will cost you.

I'm amazed at how fast inside Apple information makes it to these web sites. People should be ashamed.

You can always get in line at the Genius bar (and yeah, they rarely if ever charge you), and you'd think that there would be no reason to pay for the right for a reservation, but the Apple Stores near me (and, yes, I'm blessed to have several within a 30 minute drive) often have lines. The wait can be extensive, so this is a worthwhile feature. Now, I wouldn't pay $99 just to get it, but it's a nice piece of the $99 offering.

[Flowbee]

Re-read my previous post.

I did read your previous post (which you have since edited). Again, I have never been charged or have seen anyone being charged a 'consultation fee' to talk with an Apple Store genius. They would have a hard time charging people to ask a question or two. Physically troubleshooting an out-of-warranty machine is a different service altogether.

I'm not saying the story is a fake, just that this part of it doesn't make a lot of sense.

[jsw]

When I got the G5 last year, it came with a Pro card that gave me a lot of what this seems to be, including a 10% discount on any software I bought (but only one thing, and it had to be within 30 days). This sounds similar.

[jsw]

When I got the G5 last year, it came with a Pro card that gave me a lot of what this seems to be, including a 10% discount on any software I bought (but only one thing, and it had to be within 30 days). This sounds similar.

I should have read more. From the AppleInsider article:

------------

ProCard to ProCare Conversions
Customers currently holding an Apple 'ProCard' will be eligible to have their membership converted to ProCare, free of charge. In April, Apple will send out an e-mail to all ProCard holders encouraging them to visit an Apple store within 90 days to convert their membership. ProCare service for former ProCard holders will be activated on the day of conversion and will reportedly be good for one year from that date. Apple's ProCard is no longer advertised on Apple's retail site and will likely be phased out in favor of the new ProCare package.

[maveness]

I have been in at least five Apple stores and never seen a "price list" at the Genius Bar.

I have never seen anyone charged for a conversation with a Genius.

I still think this is bogus.

[jsw]

I have been in at least five Apple stores and never seen a "price list" at the Genius Bar.

I have never seen anyone charged for a conversation with a Genius.

I still think this is bogus.

There is a price list at the Rockingham Mall Apple Store in Salem, NH.

However, I think a lot of people are confusing "asking a question of the Genius" with "getting a consultation on how to fix a broken Mac that you've carried in with you."

I don't think any store anywhere charges for off-the-cuff info or advice. I think the fee - which I presume can be ignored officially or unofficially - applies solely to advice regarding a system you've brought in to have looked at. And, again, I'm not saying they always or often charge for that. But they can.

[nagromme]

1. YES there have been prices for Genius consultation until now. I knew about it. It may not be posted and it may be seldom enforced--which is good--but as has been said above, the prices WERE in place, and they could charge if they chose--such as for a very involved task.

I'm glad they didn't charge usually, and I'm glad that's becoming a formal change.

2. Why the negatives? This is a nice free service--INCLUDING a service for switching data from a Windows PC! If you don't live near a store, it doesn't hurt you that some people do.

This is all good news. Not huge, but good.

[Macophile]

I have been in at least five Apple stores and never seen a "price list" at the Genius Bar.

I have never seen anyone charged for a conversation with a Genius.

I still think this is bogus.

I've seen the price list. I personally haven't had to use the Geniuses for anything beyond a quick question or two, but I noticed it at the 3rd Street store in Santa Monica when my girlfriend was having trouble with her iBook's power supply. She had Applecare, though, and the iBook was covered, so they didn't charge her anything.

I don't recall the prices, but they seemed geared towards people coming in with machines that were dead or dying and were going to need some pretty intensive and time consuming troubleshooting.

[AppleMatt]

I'm amazed at how fast inside Apple information makes it to these web sites. People should be ashamed.

You're on a rumor site...
Infact, you're a member of a rumor site...

AppleMatt

[briankonar]

who in their right mind would pay an apple "genius"? in my dealings with them they've been nothing short of ********* morons. one of them even had the gall to tell me they had an item in stock, and when i got their, he had sold it (after telling me it was on hold). needless to say i waited until the store closed to finish my "conversation" with him...

[ABoyNamedEVIL]

who in their right mind would pay an apple "genius"? in my dealings with them they've been nothing short of ********* morons. one of them even had the gall to tell me they had an item in stock, and when i got their, he had sold it (after telling me it was on hold). needless to say i waited until the store closed to finish my "conversation" with him...


you sound like a very angry man.

did it occurr to you that geniuses arent salespersons? have you seen the kind of traffic the genius bars get? so the guy screwed up and sold an item you wanted...there's TONS of reasons a misunderstanding like that can happen. honestly, calm down. they do the best job they can under the scrutiny of fanatics like you. and for your own protection, dont "finish conversations" with people after stores close...it's a good way to land in jail and get a human booster shot.

[Inspector Lee]

I have been in at least five Apple stores and never seen a "price list" at the Genius Bar.


There is a price list at the Apple Store in Novi, MI. I was there in late February and saw it, but it was not there around Jan 22-23 when I needed my iPod serviced (1 day prior to warranty expiration). I had to sit at the Genius Bar for nearly an hour because they were having network problems. I'd guess it showed up around the same time as those overhead screens.

[AppleJustWorks]

who in their right mind would pay an apple "genius"? in my dealings with them they've been nothing short of ********* morons. one of them even had the gall to tell me they had an item in stock, and when i got their, he had sold it (after telling me it was on hold). needless to say i waited until the store closed to finish my "conversation" with him...

....cut the bad attitude, the guy simply made a mistake...it's not like he was out to get you......

[Wonder Boy]

setup assistance? is this program creativly aimed for switchers? i doubt mac veterans need a lot of setup assistance.

[billyboy]

Appleinsider reports (http://www.appleinsider.com/article.php?id=400) on upcoming incentives for purchase at Apple Stores.

'ProCare' ($99) for Rapid Repair services, "advanced Genius Bar reservations', possible discounts and more.



I dont see why people are arguing about paying for advice at the Genius bar. Whether you do or you dont right now, the point of the ProCare, as it reads to me, is that you will be entitled to get to the front of the queue to speak to a Genius at your convenience. What happens as regards additional billing for the consultation I have no idea. I have never seen an Apple Store :(

[jsw]

setup assistance? is this program creativly aimed for switchers? i doubt mac veterans need a lot of setup assistance.

I'm sure it is, as were previous things, like the apparently soon-to-be-phased-out Pro card, or at least its free service that let you bring your G5 to the Store and let Apple employees install any (Store-purchased) new software for you.

Surely, this was aimed at PC people to convince them their hands would be held. Anyone who has carried a G5 anywhere (or something similar, like a bank vault, Sherman tank, or miniature black hole) and who has also installed Mac software (insert disk, click a button or two, sit back, begin using app in a minute) would never use that service!

[Parikh1234]

you sound like a very angry man.

did it occurr to you that geniuses arent salespersons? have you seen the kind of traffic the genius bars get? so the guy screwed up and sold an item you wanted...there's TONS of reasons a misunderstanding like that can happen. honestly, calm down. they do the best job they can under the scrutiny of fanatics like you. and for your own protection, dont "finish conversations" with people after stores close...it's a good way to land in jail and get a human booster shot.

No offense to anyone who may be an apple "genius" but those guys are morons. They're almost as bad as the dell reps. I brought my ipod remote in to 3 different store cause there was no audio coming through. The guy plugged it into an ipod and he said it was working fine. I put the earphones on my head and it was the worst sounding audio i ever heard. then we plugged the ipod into speakers and it sounded fine. the guy was like ok i didnt know how to tell the audio was bad. I usually just try and fix the problem myself and if that doesnt work then i just tell them to send it to apple, but they always try and fix it themselves.

[jsw]

No offense to anyone who may be an apple "genius" but those guys are morons. They're almost as bad as the dell reps. I brought my ipod remote in to 3 different store cause there was no audio coming through. The guy plugged it into an ipod and he said it was working fine. I put the earphones on my head and it was the worst sounding audio i ever heard. then we plugged the ipod into speakers and it sounded fine. the guy was like ok i didnt know how to tell the audio was bad. I usually just try and fix the problem myself and if that doesnt work then i just tell them to send it to apple, but they always try and fix it themselves.

I'm sorry about that, but around here (Salem, NH; all the MA stores) they know what they're talking about.

[nagromme]

Note that these free services are not necessarily a matter of lugging your Mac into the store: they are for people buying a NEW Mac. They get set up and customized before they go home with it.

Of course, you could bring your OLD PC in if you can't get your data onto a CD.

[iHack]

Appleinsider reports (http://www.appleinsider.com/article.php?id=400) on upcoming incentives for purchase at Apple Stores.

The new 'Standard' and 'ProCare' packages reportedly replace the previous 'Mac Pac' service.

'Standard' (Free) packages simply include setup services for all CPU purchases, while 'ProCare' ($99) for Rapid Repair services, "advanced Genius Bar reservations', possible discounts and more.

The new packages will start on April 1st.

Am I not reading this correctly or are almost all the other posters? To me, it doesn't say you'll have to pay for a Genius if you just show up and ask a question, but for "advanced Genius bar RESERVATIONS". Judging by the posts complaining about the line at the Genius bar, a system for reservations seems useful. The Rapid Repair services seem to offer similar benefits.
Being a consultant using Macs professionally, avoiding standing in line once to speak to a Genius easily pays for a year of ProCare coverage. And Rapid Repair services could be even more important. All time lost 'sitting on my hands' while my Mac is down, is money lost...
When I'm not at work though, my time is free, so at those times I would value such a package differently. Maybe that's why it's called ProCare?

M.

And yes, my company is too small to justify hiring a support guy. I'm using a Mac, I hardly need any support at all. And if $99 a year gets my problems solved fast...

[Some_Big_Spoon]

ProUser, RegUser, ChocolateCakeUser, Bunny Breeding, Car Waxing, Tax Preparing, Wife Finding...

It's nice to know Apple is creating so many useful (pay) services to prop up their bottom line, instead of, you know, making new computers...

I'll be getting AppleStore employees to install new hardwood flooring in my condo while my Rev. A 12" PB's fans blow like a jet engine in the corner..
:rolleyes:

-End Rant-

[tsk]

ProUser, RegUser, ChocolateCakeUser, Bunny Breeding, Car Waxing, Tax Preparing, Wife Finding...

It's nice to know Apple is creating so many useful (pay) services to prop up their bottom line, instead of, you know, making new computers...

I'll be getting AppleStore employees to install new hardwood flooring in my condo while my Rev. A 12" PB's fans blow like a jet engine in the corner..
:rolleyes:

-End Rant-

LOL

[mhouse]

No offense to anyone who may be an apple "genius" but those guys are morons. They're almost as bad as the dell reps. I brought my ipod remote in to 3 different store cause there was no audio coming through. The guy plugged it into an ipod and he said it was working fine. I put the earphones on my head and it was the worst sounding audio i ever heard. then we plugged the ipod into speakers and it sounded fine. the guy was like ok i didnt know how to tell the audio was bad. I usually just try and fix the problem myself and if that doesnt work then i just tell them to send it to apple, but they always try and fix it themselves.

The Apple "Geniuses" are actually just tech guys who happen to like Macs. This, apparently, will come as a shock to some of you. They are trained to repair Macintosh computers. They are not, contrary to what several of you seem to believe, trained to diagnose and repair every product Apple Computer produces and/or every piece of software for same.

I would have thought that was fairly obvious.

I'm just curious...what exactly did you think a guy at an Apple Store was going to do to fix your remote? Other than simply replacing it, what could he, or anyone outside of the factory where the thing is made, have done?

And why on earth, if you just wanted "to send it to Apple" did you not just get on the phone with Apple Care and send it to them? Its a very simple process. Why go to three different stores?

[Parikh1234]

I'm sorry about that, but around here (Salem, NH; all the MA stores) they know what they're talking about.

Im sure there are smart people working at some perhaps even most of the apple stores. But it pissed me off that they have a genius bar at EVERY store. They should maybe only keep genius bars where they have qualified staff.

[jsw]

Am I not reading this correctly or are almost all the other posters? To me, it doesn't say you'll have to pay for a Genius if you just show up and ask a question, but for "advanced Genius bar RESERVATIONS". Judging by the posts complaining about the line at the Genius bar, a system for reservations seems useful. The Rapid Repair services seem to offer similar benefits.
Being a consultant using Macs professionally, avoiding standing in line once to speak to a Genius easily pays for a year of ProCare coverage. And Rapid Repair services could be even more important. All time lost 'sitting on my hands' while my Mac is down, is money lost...
When I'm not at work though, my time is free, so at those times I would value such a package differently. Maybe that's why it's called ProCare?

M.

And yes, my company is too small to justify hiring a support guy. I'm using a Mac, I hardly need any support at all. And if $99 a year gets my problems solved fast...

Agreed.

[jsw]

Note that these free services are not necessarily a matter of lugging your Mac into the store: they are for people buying a NEW Mac. They get set up and customized before they go home with it.

Of course, you could bring your OLD PC in if you can't get your data onto a CD.

Yeah, I was just mentioning the lug-your-G5-in option available with the Pro Card as something I find to be funny and practically unusable.

As far as the new services are concerned, I think they're a nice touch. Sure, most people don't need them, and most people don't have a lot of customization, but it's still a nice hand-holding option.

[Some_Big_Spoon]

GeniusBar guys are like any tech folks: they know alot, but they don't know everything.. Even (especially) Steve doesn't know everything. Like any retail/help people, the nicer you are initially, the better things will go.

I've gone in to get something done twice: Once to check on a DVD-RW that turned out to be bad, and the other to get new rubber feet for my 12"PB. Both times I was nice, and just talked to them on their level. Checked the disc, was bad, & the feet (and glue!) were free, and they were chill guys.

Genius Bars (silly name) are integral to Apple's strategy: getting the unwashed masses into cooler puters, and the GB folks are there to do everything for them until (hopefully) they can do it them selves eventually.

Im sure there are smart people working at some perhaps even most of the apple stores. But it pissed me off that they have a genius bar at EVERY store. They should maybe only keep genius bars where they have qualified staff.

[Parikh1234]

GeniusBar guys are like any tech folks: they know alot, but they don't know everything.. Even (especially) Steve doesn't know everything. Like any retail/help people, the nicer you are initially, the better things will go.

I've gone in to get something done twice: Once to check on a DVD-RW that turned out to be bad, and the other to get new rubber feet for my 12"PB. Both times I was nice, and just talked to them on their level. Checked the disc, was bad, & the feet (and glue!) were free, and they were chill guys.

Genius Bars (silly name) are integral to Apple's strategy: getting the unwashed masses into cooler puters, and the GB folks are there to do everything for them until (hopefully) they can do it them selves eventually.

I took my brothers 12 inch powerbook to the genius bar cause it wobbled. How did you get them to replace it? They said if 3 business cards cant fit under the short leg its an "acceptable manufacturing defect". I was so pissed off. Also, im not an illtempered person. I always treat the people with respect no matter how moronic i think they are. I dont tell them that or anything and ive always gone in there with a smile.

[Some_Big_Spoon]

Well, they didn't replace the entire PB, they gave me 3 new rubber feet for the bottom. They fell off because the PB gets so hot that it undoes the glue used to fasten the feet to the PB. The Genius Bar guys solution was Krazy Glue, which seems logical. Why they didn't use this in the first place (or make a better machine) is beyond me.

Rubber feet cost them nothing, it's the "labor" that was free in both cases. Replacing an entire PB is another story. FYI, the "wobble" is caused by the machine getting so hot that it warps the case and components; a design flaw, not a manufacturing or user flaw.

The "solution" that Apple has come up with is the lovely "feature" of the 12" PB's fan running at warp speed 24/7 starting with 10.3.2.

TMI, but you know..

I took my brothers 12 inch powerbook to the genious bar cause it wobbled. How did you get them to replace it? They said if 3 business cards cant fit under the short leg its an "acceptable manufacturing defect". I was so pissed off. Also, im not an illtempered person. I always treat the people with respect no matter how moronic i think they are. I dont tell them that or anything and ive always gone in there with a smile.

[Parikh1234]

Well, they didn't replace the entire PB, they gave me 3 new rubber feet for the bottom. They fell off because the PB gets so hot that it undoes the glue used to fasten the feet to the PB. The Genius Bar guys solution was Krazy Glue, which seems logical. Why they didn't use this in the first place (or make a better machine) is beyond me.

Rubber feet cost them nothing, it's the "labor" that was free in both cases. Replacing an entire PB is another story. FYI, the "wobble" is caused by the machine getting so hot that it warps the case and components; a design flaw, not a manufacturing or user flaw.

The "solution" that Apple has come up with is the lovely "feature" of the 12" PB's fan running at warp speed 24/7 starting with 10.3.2.

TMI, but you know..

lol i didnt expect them to replace the whole powerbook. I just wanted new feet. He said he couldnt order them. He was probably just being a douche. Im gonna try another store.

[Some_Big_Spoon]

My guy was like "oh yeah, no problem". Went right under the table (i.e. Genius Bar) and pulled out, get this, a BAG full of the feet. So, I guess I'm not all the special. Apple ships them a damn bag of them. Anyway, it wasn't a big deal. He took my PB, and glued them on while I shopped in the store, then handed it back to me, and we talked for a bit.. just regular talk.. was a slow time at the Bellevue, WA store.

lol i didnt expect them to replace the whole powerbook. I just wanted new feet. He said he couldnt order them. He was probably just being a douche. Im gonna try another store.

[vollspacken]

screw packages, damned!!! give us updates!!! :mad:

vSpacken

[kingtj]

Ah! In my opinion, this would be a GOOD thing. I've generally felt like my Apple ProCard was a gimmick and a waste of time since it was issued. (Up until Apple's "Night of the Panther" release party, when I bought my G5 system, I was hoping the ProCard would really be a nice "plus". Discounts on any/all the software I wanted, as long as I bought it on the day of the week I selected as "my discount day", preferential treatment if I needed service or had questions, etc. etc.) When I made the purchase, though, I immediately felt differently. They didn't even give me my ProCard with the purchase, first of all. I had to point it out to the salesperson that I was supposed to receive one. Then, they basically just shoved a form in my face to fill out and give back to them, and handed me the card, and that was it. I don't even recall getting to select the day I preferred for my discount. (Then, I started hearing about all these limitations - like it was only good for *one* discounted software purchase....)

Now, we've got all these issues with G5 glitches (mine included!) and calls to Apple don't seem to really be getting us any answers. Granted, they just may not really know the cause of the odd, random problems that only *some* of us seem to have (such as random freezes where the mouse still moves, but you can't click anything - and background tasks like file/print sharing still seem to be running, or systems that go to sleep mode, only to get stuck at a blank screen with all the fans roaring at top speed). But I know *I* haven't been made to feel like Apple really cares at all about my problem. The phone reps all seem to claim that "I've never heard of this before.", no matter how many people call in reporting the same issue. Requests I made for a replacement video card so I could try eliminating it as a potential problem are denied. "I'm sorry sir. We can't send you anything until anb authorized service center has looked over your G5 and tells us they need a new part for it."


I should have read more. From the AppleInsider article:

------------

ProCard to ProCare Conversions
Customers currently holding an Apple 'ProCard' will be eligible to have their membership converted to ProCare, free of charge. In April, Apple will send out an e-mail to all ProCard holders encouraging them to visit an Apple store within 90 days to convert their membership. ProCare service for former ProCard holders will be activated on the day of conversion and will reportedly be good for one year from that date. Apple's ProCard is no longer advertised on Apple's retail site and will likely be phased out in favor of the new ProCare package.

[nagromme]

It's nice to know Apple is creating so many useful (pay) services to prop up their bottom line, instead of, you know, making new computers...

I don't think people are understanding this news. Apple is not STARTING to charge for Genius services, they are STOPPING charging. (Not that they often charged even when they could.) This is not propping anything up.

And the Mac card thing is becoming ProCare. It all makes good sense to me.

[clonenode]

You're on a rumor site...
Infact, you're a member of a rumor site...

AppleMatt

ahhh, the irony.

[jsw]

Now, we've got all these issues with G5 glitches (mine included!) ... [like] systems that go to sleep mode, only to get stuck at a blank screen with all the fans roaring at top speed).

This may have nothing to do with your system, but I had something very similar with my G5. Turns out it was the 20" Cinema display I had hooked up. When I disabled the display's power switch via the pref panel, the problem just vanished. They since fixed the display.

Perhaps this helps. Probably not...

[Macmaniac]

What Apple should do is offer free home setup with each Mac purchase. People can be very confused when it comes with setting up a computer for the first time. I know many first time users are not always sure what certain programs do, and shortcuts around things. I think that would be a great service to the Mac community because a person who knows how to use their computer is much better then a person who blames the computer for not being able to do things. Having a technician there to guide a person through OS X would be a great help.

[Some_Big_Spoon]

See, I feel like if you're too fat, slow or incompetent to be able to fill in your name and address, then play around with the pretty icons, then maybe you're not ready for computer ownership.

There was a great article on Slashdot (gasp! real techies!) about how owning a computer should be like owning a car. You'd need a basic understanding of how to get around the hardware, software, and especially the internet (as it's newbies that spread nasty virii and answer penis enlargment spam).

But yeah, if you need someone to help you plug a plug into an outlet, and wipe your nose, I guess it couldn't hurt to have someone do that, but man, have you met the average person? They're somewhere between headcheese and toaster ovens on the evolutionary scale. Those poor Apple guys would be at Bertha's house all day. That would cost Apple a fortune.


What Apple should do is offer free home setup with each Mac purchase. People can be very confused when it comes with setting up a computer for the first time. I know many first time users are not always sure what certain programs do, and shortcuts around things. I think that would be a great service to the Mac community because a person who knows how to use their computer is much better then a person who blames the computer for not being able to do things. Having a technician there to guide a person through OS X would be a great help.

[lind0834]

Requests I made for a replacement video card so I could try eliminating it as a potential problem are denied. "I'm sorry sir. We can't send you anything until anb authorized service center has looked over your G5 and tells us they need a new part for it."

Did anybody else read this and immediatly fall on the floor laughing? There is no corporation on the face of the earth that will send an individual another user replacable part because the user thinks it's broken. Hmm.. Hello? Apple? I just bought this new G5 and the SuperDrive is all broken, can you send me another one so I can sell it on eBay.

[aarond12]

No offense to anyone who may be an apple "genius" but those guys are morons. They're almost as bad as the dell reps.

Heh, heh. Okay, so many of the Mac Geniuses aren't particularly sharp. They are retail employees and don't make a lot of money. For what they're paying the Mac Geniuses, the ones in the two Dallas stores are pretty good.

As far as Dell techs, I beg to differ. I have to call Dell about once a month for a broken PC at work. Their phone techs only follow the flowcharts provided to them. They are incapable of independent thought. I call them up, tell them what's wrong, tell them the troubleshootings steps that I've performed to prove what's wrong, and still we are on the phone an average of 80 minutes -- no exaggeration.

Real-life example: Network card not showing link lights; no network connectivity in BIOS/PXE boot, Windows, or Ghost. They had me troubleshoot Windows drivers for over 45 minutes before I escalated to a supervisor. I asked the supervisor why Windows drivers would affect the operation of a NIC in BIOS or DOS (Ghost). He had the gall to tell me, "I beg to differ. It does affect them." WTF?!?

We have an equal number of Macs where I work, and I've had to call in for service 3 times. Each call lasted about 5 minutes. Ahhhh. Nice.

[briankonar]

....cut the bad attitude, the guy simply made a mistake...it's not like he was out to get you......
but what you dont understand is he was out to get me...he had it all planned. ;)

i think people should have to pay if it's an actual case of needing assistance (not just a question). these apple stores need to bring in more cash than just via computer sales...or they will turn into a HUGE money drain.

[gopher]

Let me tell you, if these rates are a single price for an entire incident no matter how long it takes to solve, then an independent consultant can't compete with them. Most independent consultants I know charge by the hour. When you are on the phone with AppleCare, it is $49 from the beginning of an incident to the solving of that incident, as long as you keep your case number. If you have many separate kinds of incidents, that's where purchasing AppleCare pays off.

[jsw]

Did anybody else read this and immediatly fall on the floor laughing? There is no corporation on the face of the earth that will send an individual another user replacable part because the user thinks it's broken. Hmm.. Hello? Apple? I just bought this new G5 and the SuperDrive is all broken, can you send me another one so I can sell it on eBay.

Hey, for what it's worth, I thought my power supply was bad. I was a bit peeved that I had to take it into have it looked at (yes, I understood why, but man these G5s are hefty beasts).

As it turns out, they swapped the whole G5. My G5 now has two months less usage than it would have had. And no problems since. So, I guess I'm pretty happy I had to bring mine in.

But...on the other hand, when my Nokia Communicator (which used to run $300 or so) got flaky, they did send me a new one and then had me send the old one back. Of course, they held an amount on my credit card until it came in, but, still, some places will send you a new part and let you return the bad one without it being seen by a tech. Actually, my parent's Dell had a bad DVD - Dell shipped them a new one with a bag for the old one to be shipped back in. Yeah, probably one of maybe ten good Dell customer support stories in existence, but it happens.

[Low]

Did anybody else read this and immediatly fall on the floor laughing? There is no corporation on the face of the earth that will send an individual another user replacable part because the user thinks it's broken. Hmm.. Hello? Apple? I just bought this new G5 and the SuperDrive is all broken, can you send me another one so I can sell it on eBay.

lol

[solvs]

Did anybody else read this and immediatly fall on the floor laughing? There is no corporation on the face of the earth that will send an individual another user replacable part because the user thinks it's broken. Hmm.. Hello? Apple? I just bought this new G5 and the SuperDrive is all broken, can you send me another one so I can sell it on eBay.

It's not just you. I had to re-read it a couple of times just to make sure I read it right the first time.

I actually am a tech, I'd still bring it in. It sucks that you'd have to bring in a heavy G5, but it's better than guessing.

[ZildjianKX]

If Apple needs more $$$, maybe they should increase the cost of their hardware, it's dirt cheap :p

[jsw]

If Apple needs more $$$, maybe they should increase the cost of their hardware, it's dirt cheap :p

:)

Yeah, they really should start selling it for more than it's worth as scrap.

[zot72]

As far as Dell techs, I beg to differ. I have to call Dell about once a month for a broken PC at work. Their phone techs only follow the flowcharts provided to them. They are incapable of independent thought. I call them up, tell them what's wrong, tell them the troubleshootings steps that I've performed to prove what's wrong, and still we are on the phone an average of 80 minutes -- no exaggeration.

The last time I had to call Palm for technical support, I was shocked -- I told her the problem I was having, and the troubleshooting steps I had performed, and she replied that there was only one check left on her list, then she'd send a replacement.

Now, when I tried that with Logitech, that one didn't go as well...

[aarond12]

The last time I had to call Palm for technical support, I was shocked -- I told her the problem I was having, and the troubleshooting steps I had performed, and she replied that there was only one check left on her list, then she'd send a replacement.

Well, I'm impressed. At least there is another company out there, other than Apple, that actually trains their phone techs to use their brains, rather than a flowchart.

I've had excellent service with Apple. I think a lot of it has to do with the computers themselves. If something doesn't work, it's pretty clear what's broken. With PCs, there are BIOS settings, drivers, corrupt registry entries, IRQ and DMA conflicts, etc.

I had to replace a CD-RW drive in a Mac. It was not reading any CDs. Apple gave me one test -- boot with Option held down and a Mac OS X CD in the drive -- and when that failed, they sent out a new CD-RW drive.

I've had several CD-RW drives in the Dells fail. Every time I call up tech support, I have to reset the BIOS settings, uninstall and reinstall the Windows drivers, remove the drive and try it in another computer, try a different IDE cable, verify the jumpers are correct on the drive, etc., etc., etc., all for a drive that was previously working just fine. UGH!

It also doesn't help that Dell outsources some of their support to India. I can't understand their accent! Nothing against Indians. They probably have difficulty understanding this Texan too.