Apple does care about you

[the2j]

First I want to apologize up front for the length of the following post, but I really wanted to share my recent experiences with Apple.
It all started on the launch day of the new notebooks. I ordered a 2.0 macbook for 1221.99 (corp discount). I was really excited to replace my rev A core duo blackbook, with this new product. Well that’s what I though at least…

A day after I ordered it I realized that there was a mistake on the web site stating that this machine included a backlit keyboard. I was upset and called Apple and told them that it was a major selling point for me (which it is) and they explained the mistake and told me they were sorry. I agreed to return the product and bought the 2.4 macbook (and a free printer with rebate) at my local Apple store the next day. The next day I also received a call for someone at Apple saying they had shipped out a new iPod nano (4th gen 8gig black) to me as a sign of good faith. I was ecstatic!

From there I used my new notebook for a week and really couldn’t get over the bent keys and notice a couple dead pixels so I took it back to the Apple store. At the store there was no questions asked they just swapped it out for another one. I the genius and I booted up the second one (with my original hard drive) and this one was worse than the one I just returned.

Over the next hour we went through 4 more before I found one that was perfect. So I took it home and went to watch a movie on it and the speakers made a terrible hissing noise. Back to the Apple store it was for me…
When I got back there they pulled a manager and a specialist aside for me to help out. I could tell that they genuinely felt bad for me and my bad luck. The manager said, “I can keep opening these for you, but I don’t think we have a perfect one here for you to buy”. At no point did I change my tone in my voice or attitude even though I was so pissed. I just wanted a new computer that would work.

The manager said he would give me an additional 10% off or just refund me completely. I asked I could take his offer and apply it to the base model macbook pro (with my corp discount it was 16% off). He happily agreed and even offered to switch out my new incase sleeve for one that would fit my new machine. I left there a proud owner of the new macbook pro.

The next day I was a little mad that I had to buy a $2000 machine when I originally set out to buy one that was $1300. So I called apple to tell them two things. Firstly I wanted to let them know how awesome their employees at the Sacramento apple store are, secondly how disappointed I was with that fact that I had to buy a more expensive model to get an expectable computer. I never asked for a thing during this whole ordeal, but again Apple stepped up and offered to make it right.

The agent said he would ship me out an iPod touch (2nd gen 16gig) to make up for it. Again I was happy!
So after I sold the two new iPods on craigslist for $410 ($135 & $275) and my 16% discount I got my new macbook pro and a printer for roughly $1400.00 out the door.

I would have been perfectly happy paying full price for a working computer, but I am even happier to think that some companies do still care about customer service and repeat buyers.

 

[omegasyn]

Damn, I misinterpreted your post headline as "Apple does not care" but apparently all the negative posts in this section about the new MBP's having so many defects defaulted my perception into negativity

Anyway, congrats on your new MBP and hopefully apple resolves the current line of defective MBP owner in this forum. So far, I've received a perfect MBP with a slight personal quark on the loose battery cover (minimum) and weak display hinges (only prominent at extreme angles)

 

[Trivial rock]

I also apologise for the length of this post

I have also had an interesting experience with my new MBP.
On the day of release i went to the Exeter Apple store (UK). I arrived at 9.30 and was told they had the 2.4ghz MB after going through the transaction and details etc for my student discount I was about to pay.... they had sold it in the time they were selling it to me!

So I rang the Bristol store to reserve one over the phone and said I would be there within 2 hours. I arrived within the 2 hours, give them my name and.... sorry we don't have one in your name. By this time Im really getting annoyed, I had driven a long distance on the assurance they had one for me until the end of the day!

I also did not express my anger / disappointment and remained perfectly civil. The manager came to see me and apologise. He also offered me 10% off the machine when it comes into stock and they WOULD hold it for me.

Its worth noting at this point in the Uk (as well as in the states I hear) the student discount has dropped. I got 13% off my 2.2 Whitebook, they however were offering me just £69 off this £1149 machine (you do the math but its not 13% )

However I overhear the manager and he is obviously not aware of this OR this does not apply to the new MBP and its still 15% of for students on the MBPs.

I asked him if he had any 2.4 MBPs in stock he said he had plenty, I asked nicely if he would give me 10% of one of those and he thought about it and did. I received 25% off my new MBp got a free printer through rebait and got rebait from a new nano which i duly sold for £80.

I ended up with the base MBP for less than I could have got the 2.4 MB from the Exeter store. Thats without selling the iPod nano.

 

[DoNoHarm]

I have also had an amazing experience with apple. While I didn't have nearly the ammount of hedache, I got my new MBP Classic for 1399, 100 off a printer, and then 150 cash back because the trackpad was ever so slightly not parallel with the palmrest.

Simply the best company to deal with!

 

[Primejimbo]

I exchanged my 2.0 for 2.4 and the people at the apple store were GREAT. It pays to be calm and speak nicely IMO.

 

[BornAgainMac]

I wonder what the percentage of shipping Macbooks are broken? I wish Apple would care before the box was opened.

I wonder if buying a build to order Mac online will help?

 

[macrem]

One time I complained about a problem I had with a TiBook and Apple, for my troubles, offered me a brand new (at the time) PowerBook for ~200 euros + I got the TiBook back fixed, which I sold for 1000 euros

 

[nope7308]

My experience was the exact opposite. I spoke with a total of 7 Apple employees (in store and on the phone) and each of them gave me conflicting answers/information. Sadly, I opted to return the computer in the end and go back to a "PC" desktop. I'll probably buy a lower end MB a year from now when Apple hopefully gets their sh*t together.

What really drove me crazy is that I was polite and assertive throughout, yet half of the people I spoke with were rude, and only one apologized for the defects (the product specialist). I never received any offers for free stuff, but I was cautioned that I may have to pay labour costs on repairing my 1 day old MBP (!!!).

In the end, all I wanted was a functioning computer. After the Apple store refused to repair the MBP and told me to order a replacement, I said enough is enough. It would be nice if Apple was a little more consistent with their customer support. So far, out of the people I know (including myself), I've heard 4 horror stories and 1 happy ending.

For $2500, they could at least be polite...

 

[Primejimbo]

My experience was the exact opposite. I spoke with a total of 7 Apple employees (in store and on the phone) and each of them gave me conflicting answers/information. Sadly, I opted to return the computer in the end and go back to a "PC" desktop. I'll probably buy a lower end MB a year from now when Apple hopefully gets their sh*t together.

What really drove me crazy is that I was polite and assertive throughout, yet half of the people I spoke with were rude, and only one apologized for the defects (the product specialist). I never received any offers for free stuff, but I was cautioned that I may have to pay labour costs on repairing my 1 day old MBP (!!!).

In the end, all I wanted was a functioning computer. After the Apple store refused to repair the MBP and told me to order a replacement, I said enough is enough. It would be nice if Apple was a little more consistent with their customer support. So far, out of the people I know (including myself), I've heard 4 horror stories and 1 happy ending.

For $2500, they could at least be polite...

How can you pay for labor costs if all new stuff comes with a 1 yr warranty?

 

[the2j]

My experience was the exact opposite. I spoke with a total of 7 Apple employees (in store and on the phone) and each of them gave me conflicting answers/information. Sadly, I opted to return the computer in the end and go back to a "PC" desktop. I'll probably buy a lower end MB a year from now when Apple hopefully gets their sh*t together.

What really drove me crazy is that I was polite and assertive throughout, yet half of the people I spoke with were rude, and only one apologized for the defects (the product specialist). I never received any offers for free stuff, but I was cautioned that I may have to pay labour costs on repairing my 1 day old MBP (!!!).

In the end, all I wanted was a functioning computer. After the Apple store refused to repair the MBP and told me to order a replacement, I said enough is enough. It would be nice if Apple was a little more consistent with their customer support. So far, out of the people I know (including myself), I've heard 4 horror stories and 1 happy ending.

For $2500, they could at least be polite...

So what you are saying is, "The Dude didn't abide".
Seriously though, that is shocking. I couldn't even imagine having that kind of experience.

 

[jodelli]

My experience was the exact opposite. I spoke with a total of 7 Apple employees (in store and on the phone) and each of them gave me conflicting answers/information. Sadly, I opted to return the computer in the end and go back to a "PC" desktop. I'll probably buy a lower end MB a year from now when Apple hopefully gets their sh*t together.

What really drove me crazy is that I was polite and assertive throughout, yet half of the people I spoke with were rude, and only one apologized for the defects (the product specialist). I never received any offers for free stuff, but I was cautioned that I may have to pay labour costs on repairing my 1 day old MBP (!!!).

In the end, all I wanted was a functioning computer. After the Apple store refused to repair the MBP and told me to order a replacement, I said enough is enough. It would be nice if Apple was a little more consistent with their customer support. So far, out of the people I know (including myself), I've heard 4 horror stories and 1 happy ending.

For $2500, they could at least be polite...

It's the Canadian way. Don't you know that the sales people are doing you a favour by even deigning to acknowledge your presence?
Was this Yorkdale or Eaton Centre? Don't ever let them know you're from out of town; the view up their nostrils is not a pleasant one.