Excellent Customer Service

Discussion in 'MacBook' started by dvince2, Oct 4, 2008.

  1. dvince2 macrumors 6502

    dvince2

    Joined:
    Mar 6, 2007
    Location:
    Canada
    #1
    June 2006, I bought myself a revision A Macbook with Apple Care.

    Now, over 2 years later, my poor little Macbook has seen: 2 Case replacements, 2 Screen Inverter replacements, an AC Brick replacement, and this past spring, a Screen replacement.
    Over the last 5 months, this screen was accumulating dead pixels at an alarming rate. I thought Enough was enough. Even if I had the screen replaced (again), this laptop was guaranteed to have even more trouble down the road, and I was running out of Apple Care.

    So I called Apple, in the hopes of having my lemon laptop replaced. The entire time I spoke with them I was polite and made it clear that I was still a loyal apple customer, but i found it unacceptable to use this Macbook. After all, I'm taking computer science in school, and it's rather hard to program when your computer is in the shop.

    I first spoke with a Technician named Nicole. She was very polite and helpful and understanding, but was unable to process anything related to compensation, so she forwarded me to a Product Specialist named Doug.

    After hearing my story, Doug immediately said that they would indeed replace the laptop :). He even started a process where by I can refund the remaining Apple Care on my lemon Macbook, and have a new 3 year plan placed on the new computer. Best of all, it's a new model macbook they're sending me.

    My hat is off to you Apple. Thank you for the great Customer Service.
    (Actually, I'll reserve my hat removal until after I have my new Macbook in hand :D)
     
  2. Doctor Q Administrator

    Doctor Q

    Staff Member

    Joined:
    Sep 19, 2002
    Location:
    Los Angeles
    #2
    It's not unusual for people to get good customer service, but it's unusual for people to let everyone else know about it. Most people take the time to post about their experience only when there is trouble, so hearing this story is refreshing. Thanks for posting it, dvince2. :)
     
  3. aleksandra. macrumors 6502a

    Joined:
    Sep 13, 2008
    Location:
    Warsaw, Poland
    #3
    Wow, I think it's the first time I've heard of Apple replacing an old model with a new one. I guess after two years they really have no choice anymore. It's good to know you had no problems with service even though you had them with MacBook. I hope you'll enjoy your new one :).
     
  4. alphaod macrumors Core

    alphaod

    Joined:
    Feb 9, 2008
    Location:
    NYC
    #4
    Well are people who get their PowerBook replaced with MacBook Pros and such.
     

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