and this is why I like apple

[cynics]

While I agree Apple has good customer service (I just had them replace a defective Apple TV) I sometimes question their quality control.

I can't speak for other electronic manufacturers because my Apple products are the only ones that really just break or die. This whole thread stems off of a broken Apple product.

 

[iCore24]

My brother had a 15" retina Macbook pro, he was at work and put his Laptop on the edge of the counter, some lady came pointed and something on the shelf and knocked it over! There was a big dent on the screen and half of the screen's lcd was damaged. He recorded the video from the security camera of when the lady knocked it over and showed it to the Apple Genius Bar. He laughed and felt bad and brought his manager, he said he would fix it for FREE if he could show it to the co-workers. It costed around $650 but he paid nothing! Also he was out of his 1 year warranty and no Apple-Care.

AMAZING CUSTOMER SERVICE!

 

[sidparekh]

Apple's Strategy

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I have always been a fan of Apple products and am waiting for the 5S to reach my country to pick it up the 1st day I can (Nov 1, a 32GB Space Grey).

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But I'd just like to share my 0.02$ on this topic.
Apple provides such a great level of service to sell its warranty plans. Think about it. Imagine you're the average consumer who buys an iPhone. Your device develops some problem within a year. You get an instant replacement, no questions asked. It happens again. You get a 2nd replacement. Your 1st year's about to end.

​

You BUY an Applecare+ or Applecare depending on where you live. Apple makes it so clear in your head that the iPhone can and should only be replaced not repaired or DIY'ed in any way. All of it comes down to the sales of Applecare, which essentially, if nothing untoward happens to your phone in a year, is just $$$ you paid for a single line of an activation code.

 

[cwosigns]

I have had similarly good experiences recently. When my iPhone 5's sleep/wake button only worked when pressed on one side, I took it in under the 1-year warranty and received a replacement (even though I was running iOS 7 beta). Then, when I bought my 5s on launch day the associates really botched it. My card was charged twice, and I ended up leaving with a 5s that couldn't make calls after having been there from 11:30 PM the night before until 2 PM on Friday. The manager of the store tried to give me an Apple TV, an Airport Express, and external HD (all of which I had) just to make things right with me. I already own all of that, and so he let me have a Mophie JuicePack (which I also already had, so I gave it to my boyfriend). But by and large, since I bought my first Mac in 1999, Apple has always knocked it out of the park with regard to customer service.

 

[Chocolatemilty]

I have had similarly good experiences recently. When my iPhone 5's sleep/wake button only worked when pressed on one side, I took it in under the 1-year warranty and received a replacement (even though I was running iOS 7 beta). Then, when I bought my 5s on launch day the associates really botched it. My card was charged twice, and I ended up leaving with a 5s that couldn't make calls after having been there from 11:30 PM the night before until 2 PM on Friday. The manager of the store tried to give me an Apple TV, an Airport Express, and external HD (all of which I had) just to make things right with me. I already own all of that, and so he let me have a Mophie JuicePack (which I also already had, so I gave it to my boyfriend). But by and large, since I bought my first Mac in 1999, Apple has always knocked it out of the park with regard to customer service.

That's good that you got it all sorted out and have had great service besides that isolated incident. I've always had great service in the Apple Stores as well. One thing to mention, though...keep in mind that even though you may have already had those products they were offering you to try to make it right, you could always have those products as gift possibilities or even sell them to pocket a few extra dollars.

 

[Nikola Tesla]

This is actually common sense if you think about it.

I mean, imagine yourself as a small business owner. If something you made was defective or didn't last as long as you promised, wouldn't you exchange it?

Sad thing is, many companies have gotten too big in the pursuit of profit and shareholder satisfaction that they've lost the connection to their customers/profit base.

I'm glad a company like Apple is leading the industry. Others need to realize that it takes more than just tech to make it.

 

[shenan1982]

This is actually common sense if you think about it.

I mean, imagine yourself as a small business owner. If something you made was defective or didn't last as long as you promised, wouldn't you exchange it?

It's actually common sense, yet, but unfortunately not all manufacturers share the same common sense of customer service.

2 years ago when I briefly left the iWorld, I got a Samsung GSII. When I went to apply a software update, the phone bricked, and I spent 2 hours on the phone with customer service. They eventually said the only thing I could do was to send it in (at my expense) and they'd repair or replace it, and send it back. I had no choice, it took about 10 days total to turn it around and have it back.

We often complain about Apple being sticklers about some things, but compared to the way some other phone makers do it Apple is leading the pack.