Hey guys,
Posting some recent experiences with AppleCare. This is quite a long post
So, MacBooks. Wow, what cool computers, eh? I think you know where this is going.
Anyway, I've had my MacBook for just over month. It has one of the best computers I've ever owned, and its been very useful for getting work done on the go. Its also mighty fine portable editing machine Run Final Cut beautifully.
However, three days in, I noticed a high pitched wine being emitted from the top left of the machine. I thought "Ah well, its a computer. They make sounds. I can live with it". I also noticed how extremely hot it got... Even when it was doing nothing. "I can live with that too... Just dont touch it, use a book under it and never put it on my lap".
A week in, the track pad button become loose and started making a metaly click sound. Oh well... "It gets pushed a lot, its not going to stay nice and responsive forever. I can live with that".
After a month, the headphone jack became loose, headphones didnt stay in very well and protrude out. "Oh, it doesnt matter, ill just have to stay extra still when wearing headphones... I can live with that".
Then, over the last week, I noticed it was starting to go grey/green in areas. The right palm rest, bits of the left, parts of the track pad button and up in the top left hand corner. Quick search on the net - Oh look, a wide spread problem. I began Googling the other problems, and I was presented with a vast number of other people with the same issues.
So I decided to phone AppleCare today, adamant on a replacement. Not a repair. The way I see it is, Apple has sold me a product with not one, not two, not three, but five faults. Why should I give up 15/20 days of my time, of which I need to work on coursework, because of their product faults? I shouldnt.
Anyway, phoned AppleCare and spoke to a friendly woman for about half an hour, describing the infinite number of problems. She offered to have it repaired, but I really didnt want that. She then contacted a "technical support officer". Another 10 minuets on hold. He said no, because its out of the initial 14 day support period, so they could only offer a repair. I refused again, so she contacted Apple After Care, they said no, then customer services, who also said no. By this point, I was frustrated, and even more adamant about getting a replacement. So I asked to be put through and speak to them my self. Over an hour and a half later and a considerable time on hold, another guy at Apple After Care said he would fight for me, as I made it clear that without a computer, I would fall behind on work, and its not as if I have misused my computer or these problems are as a result of my negligence.
5 minuets later, this great guy had my details and a replacement was ordered. Let me make it clear however, I must have been asked to accept a repair on about 12 occasions before getting to this point. I was as polite as possible, but extremely firm.
If you find your self in a similar situation, and you are asked whether or not you want to speak to Apple After Care, or you wish the Apple Care rep to do it for you, make sure you do it. You will save your self time and energy.
My point to this post is really, if you have a problem, just get it sorted as soon as possible and not just accept it, because your not doing your self any favours. I felt guilty that I was asking precious Apple to sort out my MacBook over what I initially perceived as trivial issues, which they were as individuals. Its when you add them up that I felt screwed over.
I questioned whether I was being a difficult customer, but I dont believe this is the case for two reasons. Firstly, all the problems were not my fault; I'd looked after this machine very well. Secondly, they are a multi-billion dollar company, making such enormous profits. I saved hard for that computer, and I dont see why I should pay for their crappy quality of product in either time or money.
I look forward to receiving my fault free, fabulous replacement.
Take care,
Chris.
Posting some recent experiences with AppleCare. This is quite a long post
So, MacBooks. Wow, what cool computers, eh? I think you know where this is going.
Anyway, I've had my MacBook for just over month. It has one of the best computers I've ever owned, and its been very useful for getting work done on the go. Its also mighty fine portable editing machine Run Final Cut beautifully.
However, three days in, I noticed a high pitched wine being emitted from the top left of the machine. I thought "Ah well, its a computer. They make sounds. I can live with it". I also noticed how extremely hot it got... Even when it was doing nothing. "I can live with that too... Just dont touch it, use a book under it and never put it on my lap".
A week in, the track pad button become loose and started making a metaly click sound. Oh well... "It gets pushed a lot, its not going to stay nice and responsive forever. I can live with that".
After a month, the headphone jack became loose, headphones didnt stay in very well and protrude out. "Oh, it doesnt matter, ill just have to stay extra still when wearing headphones... I can live with that".
Then, over the last week, I noticed it was starting to go grey/green in areas. The right palm rest, bits of the left, parts of the track pad button and up in the top left hand corner. Quick search on the net - Oh look, a wide spread problem. I began Googling the other problems, and I was presented with a vast number of other people with the same issues.
So I decided to phone AppleCare today, adamant on a replacement. Not a repair. The way I see it is, Apple has sold me a product with not one, not two, not three, but five faults. Why should I give up 15/20 days of my time, of which I need to work on coursework, because of their product faults? I shouldnt.
Anyway, phoned AppleCare and spoke to a friendly woman for about half an hour, describing the infinite number of problems. She offered to have it repaired, but I really didnt want that. She then contacted a "technical support officer". Another 10 minuets on hold. He said no, because its out of the initial 14 day support period, so they could only offer a repair. I refused again, so she contacted Apple After Care, they said no, then customer services, who also said no. By this point, I was frustrated, and even more adamant about getting a replacement. So I asked to be put through and speak to them my self. Over an hour and a half later and a considerable time on hold, another guy at Apple After Care said he would fight for me, as I made it clear that without a computer, I would fall behind on work, and its not as if I have misused my computer or these problems are as a result of my negligence.
5 minuets later, this great guy had my details and a replacement was ordered. Let me make it clear however, I must have been asked to accept a repair on about 12 occasions before getting to this point. I was as polite as possible, but extremely firm.
If you find your self in a similar situation, and you are asked whether or not you want to speak to Apple After Care, or you wish the Apple Care rep to do it for you, make sure you do it. You will save your self time and energy.
My point to this post is really, if you have a problem, just get it sorted as soon as possible and not just accept it, because your not doing your self any favours. I felt guilty that I was asking precious Apple to sort out my MacBook over what I initially perceived as trivial issues, which they were as individuals. Its when you add them up that I felt screwed over.
I questioned whether I was being a difficult customer, but I dont believe this is the case for two reasons. Firstly, all the problems were not my fault; I'd looked after this machine very well. Secondly, they are a multi-billion dollar company, making such enormous profits. I saved hard for that computer, and I dont see why I should pay for their crappy quality of product in either time or money.
I look forward to receiving my fault free, fabulous replacement.
Take care,
Chris.
