Amazing Experience at Apple

Discussion in 'MacBook Pro' started by teknikal90, Mar 24, 2014.

  1. teknikal90, Mar 24, 2014
    Last edited: Mar 24, 2014

    teknikal90 macrumors 68030

    teknikal90

    Joined:
    Jan 28, 2008
    Location:
    Vancouver, BC
    #1
    Hello,

    Seeing as every thread on these forums are always so negative I thought I'd post a positive experience that I just had with Apple.

    First of all, I think it's worth mentioning that things break. Full stop. So what matters here is what is being done to reduce breaking rates and to support those who have broken gear.

    I had a 2008 Macbook Pro, and at the same time, a HP pavillion laptop.
    Both had an 8600m GT GPU, and both failed withing 2 months of each other.

    To this day, no-one at HP seemed to care about the recall, and my macbook pro had been fixed for almost 3 years now, still operating 100%.

    I then bought a 2011 macbook pro. Alas, 3 weeks ago, I started to get display issues! Resolution kept changing, pink artifacts etc etc. Not good. I also had a gig that Friday and that added to my frustrations (I use my Macbooks to run Logic and Mainstage). Not wanting to make anything worse, I closed the laptop and didnt use it again until Friday. Meanwhile, I wrote an email to Tim Cook, politely telling him 'hey, I know it's not entirely your fault, but something needs to be done about your GPU issues here...' I didn't really expect a reply, I just felt like telling somebody at Apple at that point.

    The next day, I received a phone call from an Apple rep calling on behalf of the executive office. She asked me what my problem is and I told her, and she told me to take the Macbook to an Apple store to get it fixed - all costs will be covered. I was pleasantly surprised! (She had gotten hold of my details through my @me.com email address that I had used to email Tim.

    I didn't go to the Apple store as my gig was that night and since the Macbook was working fine (the issues were intermittent, as is always the case when GPUs start failing), I didn't bother going to the Apple store for several weeks.

    2 days ago however, my Macbook failed to boot, and since I have another gig next week, I decided to go to the Apple store yesterday.

    At my genius appointment, the genius said that it turns out, my harddrive is also broken and the genius is unable to confirm the GPU issue on my mac. At that point, my iPhone rang - it was the Apple rep who I had been in contact with! She asked to speak to the genius I was assigned with. After 2 or so minutes, the genius' looked at his iPad and told me that all repairs have been approved and that both my harddrive and the logic board will be replaced.

    Today, I am going back to the Apple store to pick up my newly fixed MBP as I had just received the ready for pick up email.

    Look, I understand that my case is a special case - I do not expect Tim Cook to respond to everybody's emails. I kind of got a free pass. However, I now know for sure that the next time I get a Mac, I will get Apple Care. Especially if I'm using the Mac for mission critical purposes like on-stage use. If my Mac had failed closer to a gig date and I hadn't had a response from Tim, that's $1000 out of my pocket...just like that...

    I am hard-pressed however, to name another company with better, or just as good customer service.


    Phil
     
  2. RedRaven571 macrumors 65816

    RedRaven571

    Joined:
    Mar 13, 2009
    Location:
    Pennsylvania
    #2
    That really was a nice resolution.

    Just as a FYI, I had a 17" HP ZD7000 Pavilion with a failing NVIDIA GeForce FX Go5200, got a nice new, upgraded DV 9700 17" laptop from HP as a replacement (which of course included the nVidia 8600M GS, but it was still going strong when I sold it to buy my MBP). I think it all depends on who's ear you get; getting the CEO's ear, of course, can't be beat. :)
     
  3. yjchua95 macrumors 604

    Joined:
    Apr 23, 2011
    Location:
    GVA, KUL, MEL (current), ZQN
    #3
    I also fired off an email to Tim Cook about a week ago when my 2011 MBP succumbed to Radeongate. I was one of the early buyers of the 2011 MBP, so Radeongate happened two days AFTER my AppleCare expired.

    To this day, I have not heard back from anyone at Apple.
     
  4. Robster3 macrumors 68000

    Joined:
    Dec 13, 2012
    #4
    I had a 09 21" iMac screen replaced for free that was 2.5 years out of warranty :)
     
  5. nickandre21 macrumors 6502a

    Joined:
    Jun 21, 2012
    #5
    Apples policy on exceptions are not the same always, it differs from customer to customer. It also depends on which rep you get also helps if you have had issues in the past.
     
  6. zipur macrumors 6502

    Joined:
    Mar 3, 2011
    Location:
    The great state of Texas
    #6
    Hold on a second. We pay Premium $$$ to use the Apple hardware and software.
    We should expect Premium service. IMO it's like going to a all-you-can-eat buffet VS five star steak house. I expect excellent service. They are not doing us a favor just to fix a glitch They caused. They should extend the warrantee even further IMO. Don't fool yourself Apple don't love you!. If you want a taste of that just walk in with your broken MBP without an appointment.
    You will find out how great they are as they escort you to the door.
     
  7. Bryson04 macrumors newbie

    Joined:
    Mar 16, 2014
    #7

    That is a wonderful situation to be apart of. Apple is a monopoly so therefor they set the Standards how they want them to be. I think they have plenty enough time to fix our products. But they didn't have to and for them to be kind enough to help you out is a blessing. I think positive posts are always good.
     
  8. teknikal90 thread starter macrumors 68030

    teknikal90

    Joined:
    Jan 28, 2008
    Location:
    Vancouver, BC
    #8
    if you want premium warranty you should purchase premium applecare. hence why i was taken aback by the service i got (I didnt buy applecare)
    the apple premium $$$ is in the product itself.
     

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