A most miserable customer service experience with my Macbook Air

[Boyd01]

This would be similar to if I brought my car in for service, and they told me some back ordered part had no ETA, and I was forced to pay for a rental car for some unknown period of time.

I'm sure this is exactly what would happen if my car was broken and the required parts were not available.

Now I would also be really frustrated if this happened to me. But I think cerberusss is right. If something is mission critical to your business, you need to have some kind of backup plan, such as buying/renting/borrowing another computer. Then if you really feel you have been treated unfairly, you can seek a legal remedy later but your business doesn't grind to a halt.

 

[HiredGun]

Joint Venture provides loaner laptops

Jedi Master beat me to it….

I too am self employed and was traveling to Canada for a project. My 2010 MBP decided to act up and I took it into my local Apple Store. Had a similar experience, where they couldn't determine the issue and would need to send it in for service with no communicated return date.

They also suggested that I buy/return a temporary machine and I almost did it when someone from the store's Business Team mentioned the JV program. I bought the membership on the spot and they gave me a MBA as a loaner. They also spent an hour with me to transfer my files to the loaner.

JV has some additional benefits like allowing you to jump to the front of the line for Genius Bar appointments etc. Personally to me they are worth the annual subscription cost.

HiredGun

 

[iterva]

We are not talking about AppleCare. We are talking about specific business support, which costs several hundred dollars per year. If you rely on products for running a business and don't make sure you get appropriate support, that's not Apple's problem. For example, if you run your business with consumer broadband access, and you lose access for a month, they will refund your fees for a month and not a penny more.

Now I would also be really frustrated if this happened to me. But I think cerberusss is right. If something is mission critical to your business, you need to have some kind of backup plan, such as buying/renting/borrowing another computer. Then if you really feel you have been treated unfairly, you can seek a legal remedy later but your business doesn't grind to a halt.

I understand OP:s point and frustration.. But i also agree with previous comments, if i would be dependent solely on one laptop to be able to run a business then i would do everything and anything possible to make sure i had backup options in case of failure.. I.e business support/extended warranty/spare computer. I think for me the only option that would give >99% fail safe (and peace of mind) is to have a spare computer, that you simply can restore from backup if/when the main computer decides to give in.


Best of luck to you!

 

[yangchewren]

I just wanted to share what has been an abysmal customer service experience with Apple regarding my Macbook air. My Macbook (purchased in Jan 2013) was one of apparently a number of MBA's with a defective hard drive. The computer would not boot past the "?" folder screen. I brought the laptop into the Apple store last Saturday and dropped it off for repair, the "Genius" did a diagnostic scan, and sure enough the hard drive was toast.

Turns out, said solid state hard drive is backordered with no delivery date. Being self employed, I called Apple's customer relations department, to try to devise some different solution. Having a working computer is business-critical for me, so this has been quite a struggle. In a nutshell, Apple said that they would not replace the computer, and furthermore, would not provide any estimate of when the repair would be completed. After 5 days, the backordered hard drive still does not even have a ship date from the supplier. So, a turnaround of multiple weeks seems all but likely. The "Genius" offered that I put a new, $1200 macbook air on my credit card and just return it before 14 days. Not possible for me, and it seems like a huge liability.

Just curious if anyone has had a similar experience and how they handled/resolved it. It seems many people here are reporting problems with the failed Toshiba drives. So obviously I am not special, nor am I the only one with this hard drive problem. But, I think it is pretty extraordinary that a company would not even provide an estimated repair date, nor offer to replace a defective device within the warranty period for someone who relies on a computer daily for work. I think this situation definitely reminds me that Apple is not unlike any other huge, greedy corporation with a concern for nothing but profits.

(Written from my Android Phone)

I can understand your frustration and am definitely not out to criticize you. Since you are running your own business, have you considered redundancy plans or a system in case one of your capital/administrative goods fails?

I have also learned through reading this post that Apple does provide services specifically for business.

But on the level of a consumer, I think Apple has handled this poorly and definitely shows a lack of effort and attention put into what should be a swift exchange programme. (if anyone remembers, kudos to intel's cougar point recall as an example of how a big tech company should handle recalls)

 

[rei101]

Sometimes it is what it is.

As a project manager myself, try all solutions, write them down. And then... it is what it is.

I have done that to clients who wants things by yesterday and it can not be done but by next month just because all the procedures are consuming the time... it is what it is.

 

[Jimmy James]

My first thought, and it's already been said, is that apple is not obliged to give you expedited support to accommodate your business.

Their service here hasn't been stellar, but not abysmal either. So far, it's far better than my Dell warranty issue some years ago.

 

[Jedi Master]

Wine

j

Finally, someone talking some sense. To the others: when I bought the computer I DID pay for a warranty - it's included in the price of the computer. Applecare only extends the service contract.

It is not exorbitant to ask for at least an estimated repair date for a computer. This would be similar to if I brought my car in for service, and they told me some back ordered part had no ETA, and I was forced to pay for a rental car for some unknown period of time. I rely on a car daily, so again, every day I'm out it affects my livelihood.

The purpose of a warranty is to resolve issues like this quickly, not drag them on for some unforeseen period of time, the fact that they are not pursuing the "replace defective device" option (first page of warranty), means they don't care about the customer's situation.

If in fact said Venture warranty is that much better, it simply means that the standard warranty is terribly watered down and in this case, practically useless. That's the point I am trying to get across to people who may want to purchase a Macbook in the future and are considering Apple's service policy. Caveat emptor.

war·ran·ty noun \ˈwȯr-ən-tē, ˈwär-\
: a written statement that promises the good condition of a product and states that the maker is responsible for repairing or replacing the product usually for a certain period of time after its purchase


Did you read yours?

Several solutions have been presented, choose one.

I like the idea of a second Mac Air and the JV program.

 

[Jpeppard]

I think in cases like these I just get frustrated because of the sense of entitlement coupled with a lack of planning.


When I have a client that comes in raving about how they need the computer for their business and were planning on it never having a problem, all I can think is how their lack of forward planning must be negatively affecting their business in other ways.

Lots of people use products in their daily lives to achieve their goals, you are not unique. You may be treated as unique by the company, however, if you chose to purchase the warranty they offer that guarantees a loaner device.


Also, the car warranty analogy is hilarious, are you going to demand the dealership give you a new car if they have to order in a part?

"You don't understand, I drive places with this car! This isn't fair!"

 

[mbike999]

I think there is quite a range of fair comments and also unfair stabs being made here. I merely was trying to explain how little value the stock warranty actually is for situations like the one I'm in, and all of this talk about the Venture program only reinforces that.

No, I don't think its unreasonable for a company to assess a situation such as this and at the very least provide some time frame that it will be resolved. No, I didnt expect I wouldn't ever have problems with the computer, but I did pay Apple for an item that works.

Regarding the car service analogy, I'd be just as annoyed and upset if the car company was behaving the same way. Nobody buys something with a warranty and expects to wait some indeterminate time for repairs.

The point of the post was simple. There is good and bad customer service. Maybe not the worst, but IMO this is bad!

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P.s., are some of you paid by Apple? LoL

 

[weckart]

I think in cases like these I just get frustrated because of the sense of entitlement coupled with a lack of planning.

This patronising 'entitlement' meme got old a long time ago. Just stop.

It sounds like the US has inadequate consumer laws. Over in communist Europe the laws are fairly uniform throughout. If your purchase is faulty through no fault of your own then the retailer has to either refund, repair or replace. The laws attempt to strike a balance between what is equitable for both sides. In your case, an insistence on the part of Apple to repair without giving a lead time would not be deemed reasonable as it appears to be overly onerous on you and you would be within your rights to insist on a replacement or a refund less any wear and tear.

Of course, you would most likely end up paying European prices for your shiny things but them's the breaks.

 

[Jakeblu]

I think there is quite a range of fair comments and also unfair stabs being made here. I merely was trying to explain how little value the stock warranty actually is for situations like the one I'm in, and all of this talk about the Venture program only reinforces that.

I am struggling to see your problem here. The warranty will do exactly as promised repair your computer free of charge. Whilst it is embarrassing for apple that a third party component is failing en masse it is trying its best to replace those with defective parts but unfortunately there is bound to be delays because of the scale of the problem. I sympathize I really do, I am a small business man who relies on his computer and cannot afford the extra that would give me business protection but I do not expect a premium service should my computer fail

 

[Jpeppard]

I could understand it if the part had been on order for two weeks or more, I could understand if you bought the computer less than a month ago, as it stands you are demanding apple take a loss on your unit that went defective after 10 months of use without allowing them time to repair the unit.

It just doesn't make sense for them to replace every unit that has a slight part delay.


And no, I don't work for Apple, I am just bored.

 

[mbike999]

I am struggling to see your problem here. The warranty will do exactly as promised repair your computer free of charge. Whilst it is embarrassing for apple that a third party component is failing en masse it is trying its best to replace those with defective parts but unfortunately there is bound to be delays because of the scale of the problem. I sympathize I really do, I am a small business man who relies on his computer and cannot afford the extra that would give me business protection but I do not expect a premium service should my computer fail

I think I was pretty clear. The main problems are a) No estimate of turnaround time, no part ship date eta, Nada.

B) No alternative solution offered, even though it's clearly stated on Warranty that replacement is an option, but not one they are willing to do (why is it even there then?)

 

[Jpeppard]

I think I was pretty clear. The main problems are a) No estimate of turnaround time, no part ship date eta, Nada.

B) No alternative solution offered, even though it's clearly stated on Warranty that replacement is an option, but not one they are willing to do (why is it even there then?)

It does suck when the fine print comes in to play. As far as I can read they don't have to provide a time frame, but in the interest of customer satisfaction, if the part order time frame becomes excessive it stands to reason they will explore replacing the unit for you.

 

[Acorn]

Edit* to dam long of a post.

I can understand that it sucks when the computer has issues. however they cant give out machines to every issue that arises. especially to something as widespread as the SSD recall. Replacements are a rare thing. people should never expect that. especially on a first repair.

 

[Jinzen]

I did buy AppleCare and the service hasn't been any better for me. Apple products: Great as long as you don't have hardware problems. If you do, plan on waiting forever to get it fixed.

Apple support is hands down the best in the industry, if not in the world.. period.

Most times Apple will replace or fix the product on the spot or within hours. If it needs to be sent out, a few days to a week or two.

Try getting any other consumer product serviced or replaced any where else. Good luck getting even a HUMAN person to initiate help from.

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I think I was pretty clear. The main problems are a) No estimate of turnaround time, no part ship date eta, Nada.

B) No alternative solution offered, even though it's clearly stated on Warranty that replacement is an option, but not one they are willing to do (why is it even there then?)

They will replace your machine after attempting fixes. You aren't giving them an opportunity to fix it.

Get a credit card with an extended return policy. Buy another computer (Apple or Not).

If your business relies on a Macbook Air and you can't afford $1500 to replace it, this is perhaps a wake-up call to try something else because your business is clearly not a successful one.

 

[Mrbobb]

Consumer electronics are looked upon as commodity items these days. I don't think any company view them as indispensable for your living.

 

[GTBJW]

jIf in fact said Venture warranty is that much better, it simply means that the standard warranty is terribly watered down and in this case, practically useless. That's the point I am trying to get across to people who may want to purchase a Macbook in the future and are considering Apple's service policy. Caveat emptor.

Well, seems like you know the problem.

Lock the thread.

Nothing to see here.

My two cents: the fact that you rely on a single computer, while claiming to 'run a business', is appallingly pathetic.

 

[gordon1hd1]

Well, seems like you know the problem.

Lock the thread.

Nothing to see here.

My two cents: the fact that you rely on a single computer, while claiming to 'run a business', is appallingly pathetic.

I don't get attitude like yours.

1. Why should people force to have to have multiple computers as backup hardware(even if they do use it for work / business)? I understand the need for data backup and offsite/cloud backup storage and restore, but expecting people to always have backup computers for manufacture defects is unreasonable.
2. I don't think what the OP asking for is unfair. An ETA on repair is not asking for too much, and i think the car analogy is apt in this situation. It is an manufacture defect, and as such Apple should help the customer make sure that they can continue their work while the repair is being done (Just like car company give out rental cars for long duration recall services)
3. While customer demanding for a replacement is usually un-warrented for simple recall/services; but at some point past a reasonable waiting period for repair, the customer should have the right to asking for it. After all would you be ok if Apple keep your computer for 2+ month for repair and not give an ETA for service.

I like many people at this forum like Apple products and are generally satisfied with their CS. But sometime they do fall short, and it is not unreasonable for us to voice our opinions about it when it does happen. In OP's case, a broken/recall computer with no ETA on repair and no help from Apple CS to come to a mutually satisfactory outcome, is not the the kind of CS I come to expect from Apple.

 

[mbike999]

Well, seems like you know the problem.

Lock the thread.

Nothing to see here.

My two cents: the fact that you rely on a single computer, while claiming to 'run a business', is appallingly pathetic.

I don't appreciate the personal attacks from trolls that are starting to come out of the woodwork. Apparently, I have offended those trolls because my small 1-person business doesn't give me the right to say anything bad about a multi-billion dollar conglomerate.

Anyways, I merely wanted to point out my situation to those sane people in the forum, and maybe get their feedback. I appreciate the constructive comments, but not the garbage coming from Apple employees/fanbois.

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I don't get attitude like yours.

1. Why should people force to have to have multiple computers as backup hardware(even if they do use it for work / business)? I understand the need for data backup and offsite/cloud backup storage and restore, but expecting people to always have backup computers for manufacture defects is unreasonable.
2. I don't think what the OP asking for is unfair. An ETA on repair is not asking for too much, and i think the car analogy is apt in this situation. It is an manufacture defect, and as such Apple should help the customer make sure that they can continue their work while the repair is being done (Just like car company give out rental cars for long duration recall services)
3. While customer demanding for a replacement is usually un-warrented for simple recall/services; but at some point past a reasonable waiting period for repair, the customer should have the right to asking for it. After all would you be ok if Apple keep your computer for 2+ month for repair and not give an ETA for service.

I like many people at this forum like Apple products and are generally satisfied with their CS. But sometime they do fall short, and it is not unreasonable for us to voice our opinions about it when it does happen. In OP's case, a broken/recall computer with no ETA on repair and no help from Apple CS to come to a mutually satisfactory outcome, is not the the kind of CS I come to expect from Apple.

About sums it up. I agree, I have been generally satisfied with their CS which is why this situation is pretty extraordinary. I also still really like their products, but now have second thoughts about their CS in certain situations.

 

[GTBJW]

i don't appreciate the personal attacks from trolls that are starting to come out of the woodwork. Apparently, i have offended those trolls because my small 1-person business doesn't give me the right to say anything bad about a multi-billion dollar conglomerate.

Anyways, i merely wanted to point out my situation to those sane people in the forum, and maybe get their feedback. I appreciate the constructive comments, but not the garbage coming from apple employees/fanbois.

lol

 

[mbike999]

My first thought, and it's already been said, is that apple is not obliged to give you expedited support to accommodate your business.

Their service here hasn't been stellar, but not abysmal either. So far, it's far better than my Dell warranty issue some years ago.

I never asked for any special treatment. Getting an ETA date on a repair is not special treatment. The part is backordered, i.e., there is no ETA date, nor even a ship date for the part. Your definition of expedited support is completely arbitrary.

They (Apple) could at least provide some assurance that they would consider an alternative solution after some period of time that this goes on. As of yet they have not done that.

I do concur that their service has been good for me in the past, which makes it surprising how poor it has been in this situation.

 

[EthanNixon]

Apple isn't some magical company, their warranty is pretty much the same as every other manufacture...

They are willing to replace your hard drive, but it's currently back ordered. You want it quicker, and they can't say when they will get them in. I literally see absolutely no issue here...lol

If they don't have the part, or can't get the part for xxx amount of days, you can't get your computer fixed under the warranty until they have the part. I have a feeling you have never used a manufacture's warranty before, because you would know that the service you are receiving from Apple is above and beyond almost any other company. Most companies would require you to send it in, and you wouldn't see your laptop for weeks, possibly months.

I never asked for any special treatment. Getting an ETA date on a repair is not special treatment. The part is backordered, i.e., there is no ETA date, nor even a ship date for the part. Your definition of expedited support is completely arbitrary.

They (Apple) could at least provide some assurance that they would consider an alternative solution after some period of time that this goes on. As of yet they have not done that.

Why would they do anything else? They are fulfilling your warranty, do you get special treatment over a regular customer?

 

[mbike999]

Apple isn't some magical company, their warranty is pretty much the same as every other manufacture...

They are willing to replace your hard drive, but it's currently back ordered. You want it quicker, and they can't say when they will get them in. I literally see absolutely no issue here...lol

If they don't have the part, or can't get the part for xxx amount of days, you can't get your computer fixed under the warranty until they have the part. I have a feeling you have never used a manufacture's warranty before, because you would know that the service you are receiving from Apple is above and beyond almost any other company. Most companies would require you to send it in, and you wouldn't see your laptop for weeks, possibly months.



Why would they do anything else? They are fulfilling your warranty, do you get special treatment over a regular customer?

I have had both Dell's and Lenovo's previously, and in my experience what you are saying is simply not true. When I had problems, I had the computer fixed by a local service department and/or on-call repair service within a day or two. That said, I am not by any means trying to make any claims about which service is superior. I am talking about a very specific situation that I am going through right now.

The MBA has a very specialized solid state hard drive, which makes the situation more complicated, and the part is backordered. I totally get that.

However, NO business that I have ever dealt with for a warranty repair has taken their product in without giving some estimated repair by date. You seriously think that is an outrageous or "above and beyond" request?

 

[Acorn]

it seems like your more irritated at the fact that they would not compensate you with a new machine then anything to do with wanting a repair date. its not practicable since you are not the only one waiting and its your first repair.