Apple discontinues UK mail-in repair service

Discussion in 'MacBytes.com News Discussion' started by MacBytes, Dec 10, 2006.

  1. macrumors bot

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    #1
  2. Administrator emeritus

    Mudbug

    Joined:
    Jun 28, 2002
    Location:
    North Central Colorado
    #2
    I don't exactly remember the old state of this in the US, but we ran into a problem on a powermac a month or so ago which required service under AppleCare, and Apple required us to accompany the machine physically to a store or certified repair center - the closest of which is 3 hours away.

    that... in a nutshell... sucks. That's a 3 hour drive to deliver, another 3 hours back home... wait 2 days, 3 hour drive to pick up, and another 3 hours back home. That's 12 hours of time lost to driving in the car that could have much better been spent working on something else. I'd happily pay the FedEx charge to have it moved back and forth if it kept me from making the trip. Whatever fedex would charge would probably be less than the cost of gas for the 2 trips we had to make.

    (I should probably point out we had ProCare on the machine, which at least meant we had a predetermined time with a genius when we got there, but still...)
     
  3. macrumors 6502a

    bluebomberman

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    #3
    That sounds entirely unreasonable. Can't they have a policy that allows for shipment when the nearest repair center is more than 2 hours away?
     
  4. macrumors 68020

    Osarkon

    Joined:
    Aug 30, 2006
    Location:
    Wales
    #4
    You'd think so, but my nearest repair centre was over 3 hours and they still said tough luck, you'll have to take it there. Regardless of the fact I'm in uni and am unable to make the trip financially and viably, no dice. Had to work out a way to get my macbook to there, wait 3 weeks, then get back up there to fetch it.
     
  5. macrumors 6502a

    Dunepilot

    Joined:
    Feb 25, 2002
    Location:
    UK
    #5
    Another reason why Apple UK's service doesn't remotely match up to the quality of their product.

    Most other vendors will give you next-day onsite service for free - for instance PC World and Currys.Digital will do that for any machine they sell you apart from Apple's (because you get handed over to Apple for aftersales service).
     
  6. macrumors G3

    bigandy

    Joined:
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    Murka
    #6
    I'm shocked and appauled by this. There are places here in Scotland where it can take over 8hrs to get to an Apple Reseller. Why the hell should customers be forced to take the time and money to return a product to have a slow repair, when the fault is most likely not their fault? I mean, you could just go buy a Dell and get a door to door service (which you'll need, obviously)!
     
  7. macrumors G4

    Joined:
    Mar 4, 2006
    #7
    Utterly Disgusting. I suggest we all make use of our e-mail on this issue and let Apple know how we feel.

    When I bought AppleCare, there was an expectation of service. Now Apple are ripping a central part of that service away, without consulting or notifying their users until it's too late and there is a problem with the machine. And for what? Penny pinching? Have they not learned from Dell, whose service became so renowned for being rubbish they lost masses of customers and their share price tanked?

    This is unacceptable. Some of us depend on our Macs, but that doesn't mean Apple can treat us like dirt on your shoe.
     
  8. macrumors 68020

    AdeFowler

    Joined:
    Aug 27, 2004
    Location:
    England
    #8
    This would also be a major problem for me.

    I'm in a wheelchair and housebound without assistance. I've always bought AppleCare for the peace of mind it gives, knowing that my kit will be collected and repaired. This would be a huge backward step for Apple UK :mad:


    Is there anyone at Apple that I can email before I buy my next mac?
     
  9. macrumors G4

    Joined:
    Mar 4, 2006
    #9
    Steve Jobs would be a good start. It's not normally read by him personally, but it gets the Customer Service staff at Cupertino to look into issues. He also monitors a few of the incoming mails just to make sure people are actually working to resolve customer problems coming in this way.

    sjobs@apple.com is one of the addresses. Good luck.
     
  10. macrumors G3

    bigandy

    Joined:
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    Location:
    Murka
    #10
    i'm shocked. i can't believe they're doing this in one of their biggest markets.

    some places here in scotland are like 8hrs drive from an apple reseller - or a rather expensive plane flight (£200/$400+).

    it's annoying enough for me - and i'm only an hour from the nearest reseller. :(
     
  11. macrumors member

    Joined:
    Sep 15, 2006
    #11
    We've got the same situation here in Germany now. I have problems with both of my 23" ACD but just can't spare the time to drive the 2 hours each way to the nearest certified repair centre.

    Because of this policy I will never buy another screen from Apple.

    Nice one Apple.
     
  12. macrumors 6502a

    Swarmlord

    Joined:
    Sep 18, 2006
    #12
    I would hate to have to drive more than 30 minutes to get to a service center before considering a mail-in option for any service.
     
  13. macrumors member

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    Dec 1, 2006
    #13
    is there a list of authorised service centres in UK? Couldnt find it on Apple website?
     
  14. macrumors G4

    Joined:
    Mar 4, 2006
    #14
    Go here and choose to find service off the drop-down menu.
     
  15. macrumors G4

    Eraserhead

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    Location:
    UK
    #15
    I would have thought in your case, that Apple would probably legally have to make you an exception.
     
  16. macrumors 68040

    miniConvert

    Joined:
    Mar 4, 2006
    Location:
    Kent, UK - the 'Garden of England'.
    #16
    Hmm... I'm pretty sure one could get collect & return service if one tried hard enough. Sounds like a challenge to me! :D
     
  17. macrumors 6502

    Joined:
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    Location:
    UK !!!
    #17
    i just phoned them and after about 10 minutes of waiting they said they would decide each case differently depending on how far you live from an official reseller.

    I said I paid for applecare just so i could have mail-in repairs and they said that they would make an exception in certain circumstances! wtf, sort it out apple. I would like to know exactly where I stand and i want a refund if im not getting my mail-in repairs.

    btw. I get standard 3 year warranty through the HE agreement, i purchased the contract-uplift just to get mail-in repairs. :rolleyes: people who paid for full price applecare must be STRESSING!
     
  18. macrumors 68020

    AdeFowler

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    England
    #18
    Thanks mate. I've emailed the man at the top. I'll post back if I get a reply.
     
  19. macrumors newbie

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    Nov 12, 2006
    #19
    Having bought a new MacBook Pro in the last couple of weeks, and having had to send my old PowerBook off to get fixed no less than 5 times, I was obviously concerned by this news.

    So I phoned Apple UK, and according to them (and I made the guy I spoke to double check) they still offer the mail-in service within the warrenty period. Outside the warrenty period you have to pay up or take it to a store, which seems fair enough, but if you're still covered they'll collect it and fix it and return it.
     
  20. macrumors G5

    nagromme

    Joined:
    May 2, 2002
    #20
    Hope that's correct--assuming that "within the warranty period" applies to AppleCare too.

    Partial false alarm?

    If not--if AppleCare customers who paid for coverage suddenly have to drive 8 hours--that sounds like grounds for legal action!
     
  21. macrumors G4

    Joined:
    Mar 4, 2006
    #21
    No worries. And please do post back what they say. It'll be interesting to hear the reasoning from the horse's mouth and see whether they'll be flexible or not.
     
  22. macrumors 68020

    combatcolin

    Joined:
    Oct 24, 2004
    Location:
    Northants, UK
    #22
    Becuase Apple can do whatever they want to there customers and the will blindly estatic to be treaed that way.
     
  23. macrumors 68030

    Analog Kid

    Joined:
    Mar 4, 2003
    #23
    The way I read the article, Apple won't be sending the mailing labels out any longer-- I don't know that they forbid you from shipping it yourself.

    I can't see any reason why they would... I can see why they don't want to pay the cost of shipping a PowerMac-- better to ship lead ingots. If you want to pay the cost though, then you're responsible for the unit while it's in your care, the shipper is responsible while it's in their care, and Apple is responsible while it's in their care. Not easy to sort out, but people do all the time...
     
  24. macrumors 603

    solvs

    Joined:
    Jun 25, 2002
    Location:
    LaLaLand, CA
    #24
    Based on the reaction of this thread, I don't think that statement is correct. And we're the fans. Imagine people who just bought one because one of us told them to.

    I'm hoping this is wrong, but if it isn't, bad on you Apple U.K.
     
  25. macrumors 68020

    combatcolin

    Joined:
    Oct 24, 2004
    Location:
    Northants, UK
    #25
    I had a very bad experience with Apple UK and was utterly surprised by how shoddy the treastment was, took ages to get my issue sorted.
     

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