Hi Guys,
Just thought I would share another positive Apple Experience.
I bought a MacBook Air in February. In July, my machine would not boot at all. I needed a logic board replaced, which they did and everything was fine. My screen then became very loose. I decided to take it to the Genius Bar and get it booked in. He said the screws just need to be tightened and it will be fine.
I booked it in on Jan 16. I received the machine back exactly one week later. Jan 23. They replaced the display clamshell and all was fine. I then got home to realize there was no sound. I went to System Preferences>Audio - "No Audio Device." I booked the next available Genius appointment which was Monday 26 Jan. They said, they would need to order a flex cable and audio board. The genius said, considering it has just come back from service, I will put this in the priority cue and since we have the parts in stock, it won't take very long.
At this time, I decided to call Customer Relations. I have a contact there, because I had to DOA my original LED Display and she remembered me from last time (I only DOA'd the display on the 7th of Jan). She said since the machine has only currently had two parts replaced. If there is ever another hardware part needing to be replaced, instead of fixing that part they will replace the machine. I thought that was fair, considering it is normally only 3 parts before a replacement machine.
This Thursday 29 Jan. I called to see the status of my repair. They said the technician will call me back shortly. I did not receive a call back. I called on Friday 30 Jan at 9.15AM, when they are quiet. Got the same message, the technician will call me back. Still no call. I called again at 4.15PM and said I want to find out the status of my repair and I am not getting off the phone until I get some information. "Sorry, sir, it looks as though the machine hasn't started being worked on, but it is very close to the top of the list." I hung up the phone.
I then called, my contact back at Customer Relations, she could tell how frustrated I was. I said they have had my machine since Monday. It is now Friday night and they haven't even started. They told me, the parts were in stock and my service job was marked as high priority. She said this is totally unacceptable and said she will make a complaint against the branch and offered to replace my machine for a MBA 1.6/120GB. I was very happy with this result. I asked her if it is possible to pay the difference and upgrade to the MBA 1.86/128GB SSD. She said that is not a problem at all.
I have decided to go ahead with the Advanced Replacement Scheme. For those of you that aren't familiar with this, it basically means, they take down your credit card details and you sign a legal document that states, that you will return your machine back to Apple within 30 days of signing the document. If it is not received back, your card will be charged.
I think this is the best way of obtaining a replacement. This way you receive the new machine and can check there is nothing wrong with it and then send the old one back. Instead of waiting for the old one to be returned, Apple processing it and resending the replacement.
Sorry for the long post. I just wanted to share my positive Apple Experience with Customer Relations!
Just thought I would share another positive Apple Experience.
I bought a MacBook Air in February. In July, my machine would not boot at all. I needed a logic board replaced, which they did and everything was fine. My screen then became very loose. I decided to take it to the Genius Bar and get it booked in. He said the screws just need to be tightened and it will be fine.
I booked it in on Jan 16. I received the machine back exactly one week later. Jan 23. They replaced the display clamshell and all was fine. I then got home to realize there was no sound. I went to System Preferences>Audio - "No Audio Device." I booked the next available Genius appointment which was Monday 26 Jan. They said, they would need to order a flex cable and audio board. The genius said, considering it has just come back from service, I will put this in the priority cue and since we have the parts in stock, it won't take very long.
At this time, I decided to call Customer Relations. I have a contact there, because I had to DOA my original LED Display and she remembered me from last time (I only DOA'd the display on the 7th of Jan). She said since the machine has only currently had two parts replaced. If there is ever another hardware part needing to be replaced, instead of fixing that part they will replace the machine. I thought that was fair, considering it is normally only 3 parts before a replacement machine.
This Thursday 29 Jan. I called to see the status of my repair. They said the technician will call me back shortly. I did not receive a call back. I called on Friday 30 Jan at 9.15AM, when they are quiet. Got the same message, the technician will call me back. Still no call. I called again at 4.15PM and said I want to find out the status of my repair and I am not getting off the phone until I get some information. "Sorry, sir, it looks as though the machine hasn't started being worked on, but it is very close to the top of the list." I hung up the phone.
I then called, my contact back at Customer Relations, she could tell how frustrated I was. I said they have had my machine since Monday. It is now Friday night and they haven't even started. They told me, the parts were in stock and my service job was marked as high priority. She said this is totally unacceptable and said she will make a complaint against the branch and offered to replace my machine for a MBA 1.6/120GB. I was very happy with this result. I asked her if it is possible to pay the difference and upgrade to the MBA 1.86/128GB SSD. She said that is not a problem at all.
I have decided to go ahead with the Advanced Replacement Scheme. For those of you that aren't familiar with this, it basically means, they take down your credit card details and you sign a legal document that states, that you will return your machine back to Apple within 30 days of signing the document. If it is not received back, your card will be charged.
I think this is the best way of obtaining a replacement. This way you receive the new machine and can check there is nothing wrong with it and then send the old one back. Instead of waiting for the old one to be returned, Apple processing it and resending the replacement.
Sorry for the long post. I just wanted to share my positive Apple Experience with Customer Relations!
