I tell you, I've had nothing but trouble with Apple. I'm young, I'm a medical student (so relatively affluent), and I'm a "switcher." That switching part, that was a mistake. Mac OS X is beautiful software, I love it. Unfortunately I've had a lot of problems with the hardware. These days it's enough I wish I still had my IBM/Lenovo laptop--that never gave me problems.
I bought two new computers for the start of the school year, a macbook for me and an iMac for my fiance (sold on the iSights). The iMac arrived with a faulty graphics system. The screen looked like it was in 4-bit mode, but only every other vertical line, sometimes. It was whack, out of the box, and they wanted me to have it repaired. I wanted a new one, or a discount because apparently what I bought was a refurbished computer (that's what I call a new computer that's already gone in for major repair once). That argument lasted hours and required talking with some upper management at Applecare. They were not sympathetic.
My macbook was a greater problem. First of all, it is essential to my life: academics, scientific research and analysis, reports, email, everything. And it started shutting down on my spontaneously. I sent it in for repair. They very quickly replaced the case (why?) and sent it back to me (kudos for speed). Unfortunately they didn't fix the problem and within days it had resumed the spontaneous shutdowns. Sent it back in, not happy, and they kept it for a week. They replaced the case (again, why?). I need something that's reliable every day and now I'm upset. They ship the computer back. The same day I get it back the screen goes black and it won't boot up. It powers on but I can't see anything. With an external monitor I get it working again, but now every single time I start my Macbook I have to reset the PRAM or it won't do anything--black screen. WTF Apple!
Now I call this a lemon. This machine is clearly broken badly. I'm pissed. I call Apple. Applecare technician agrees with me and sends me to a "product specialist" who wants me to again reset the ram and everything the tech just had me do. Then he wants me to send it in for repair again. Absolutely not! This will the third major repair in one month. I want a new computer. Well, he can't really do that he says. I was so angry. An hour later we had contacted Customer Service but their line suddenly went dead mid-conversation and then Mr. Specialist didn't know what to do. He asked me to hold a few minutes. Suddenly he could look into replacing my computer. Three hours on the line already!!! By the end of this he wants me to take my machine to the local Apple Store and they will determine whether they're willing to replace it or not.
Finally I got somewhere when I called corporate to complain. Another hour on the phone and several legal documents faxed back and forth (honestly, legal documents indemnifying them of further claims!), and supposedly a replacement computer is now on its way to me. Not that I have a tracking number or any way to verify this is actually the case.
I didn't know Apple before the Intel switch, but I'm deeply disappointed. In fact I recommend to anyone who asks to avoid purchasing an Apple computer. The hardware obviously has serious flaws and is unreliable. The tech support, as far as it goes is excellent, but it doesn't go far at all.
That has been my experience. This kind of service will nip Apple's success in the bud. They better change something and fast.
