So, I figured that so much of this forum is full of 'Apple won't do this...Apple did this bad thing', that I'd chime in with a story in which Apple went above and beyond, reminding me why they're renound for great customer service.
About a year or so ago, my MBP (Mid-2006 model) began to freeze whilst Iwas working. I took it to Apple and they replaced the logic board. Problem solved. A few months later, the screen developed a strange issue where it would display things in a mosaic like fashion. Again, switched out the screen, problem solved. During this time they changed the battery and the AC Charger too.
About 5 months ago, the CD/DVD drive began to act up. Fixed it again.
About a month ago, the screen developed another problem. There was light leaking through in a pattern not too dissimilar to a sideways smiley face. So everytime a high contrast image was on screen, the smiley would appear. So I took it to Regent Street and they refused to fix it, telling me it was a 'cosmetic issue'. I took it to the quieter Apple stores (Kingston) and they fixed it under warranty fine (I have Applecare btw).
I got the laptop back and noticed there was something wrong with it. They'd bent the whole bottom of the unit! Of course, they'd never admit this had happened but the paper/damage report showed that it certainly wasn't like that when it was taken off of my hands, so they took it back in and replaced the whole casing (not just bottom).
So at this point, I have a virtually new laptop. It looks new, but has older junk built up on it, so I re-installed Leopard (wiping the HDD).
Two nights ago I was working on my laptop, and it shut off. As if someone had pulled the plug out. When I hit the start button, it would start up fine but eventually, for no reason, it shut down again.
I called Applecare yesterday and spoke to someone. He asked me what I wanted him to do for me. I asked for a working laptop. He told me that they wouldn't be repairing my laptop and transferred me a supervisor. Naturally, I began to panic. Why the hell wouldn't they be repairing it? Reasons began to fly through my mind, such as actually being unable to find cause of problem so no solution can be administered, or that they couldn't replace it because they have no refurbs right now and I'd have to wait. Being a student with a dissertation and an essay due in the next 2 weeks, I really really REALLY need a working computer at my disposal right now (I'm writing this on my girlfriend's). So, the supervisor comes on the phone and tells me the info I told the guy before, checking previous repairs. Then:
'OK. So in order to get you a working computer, we'd usually swap out the unit for one the same. But we don't have any right now.'
Panic sets in again.
'So, unfortunately, we're going to have to replace your 2006 Macbook Pro with a brand new one.'
Just to clarify I ask what he means. The new glass screen, single block of aluminium sculpted model or one from just before that.
'No, the brand new one with the black border around the screen. State of the art. So what are the specs on your current machine?'
Wow. So, I tell him, thinking they'll downgrade it to match what I have (1.8 Ghz, 1 GB RAM, 80GB HDD).
'right, so this new computer we're sending you is a little different in that it has much better specs. If you look on the web site, you'll be getting a base model brand new Macbook Pro. Is this ok?'
I check the site quickly, then my childish glee slips out with a 'well, I suppose I'll take that greatly superior model if I have to'.
The rep laughs and tells me he'll call back with details in 20 mins. Within 15 minutes he's called me back telling me what will happen, how they'll pick up my laptop and the new one will be with me by the end of the week.
He tells me at this poitn I have 6 months left on my Applecare on my current macbook pro. I ask to transfer it to the new machine. He tells me it would be pointless since I'll be getting a 1 year warranty etc with the new machine. His solution: I'll refund you the amount of time you have left, and you can take it off of the price of applecare for the new machine. again, 'is this ok?'. Definitely.
In all honesty, I expected Apple to just send me to a Genius bar again. Instead, they've gone above and beyond. Sure, I had a lot of problems, but not many companies (not ANY in my experience) would do the kind of exchange they have for me.
I'm truly in awe of the customer service I received, and am now more than happy to recommend Apple to anyone who asks. Now, I'm currently awaiting delivery of my brand new Macbook Pro
About a year or so ago, my MBP (Mid-2006 model) began to freeze whilst Iwas working. I took it to Apple and they replaced the logic board. Problem solved. A few months later, the screen developed a strange issue where it would display things in a mosaic like fashion. Again, switched out the screen, problem solved. During this time they changed the battery and the AC Charger too.
About 5 months ago, the CD/DVD drive began to act up. Fixed it again.
About a month ago, the screen developed another problem. There was light leaking through in a pattern not too dissimilar to a sideways smiley face. So everytime a high contrast image was on screen, the smiley would appear. So I took it to Regent Street and they refused to fix it, telling me it was a 'cosmetic issue'. I took it to the quieter Apple stores (Kingston) and they fixed it under warranty fine (I have Applecare btw).
I got the laptop back and noticed there was something wrong with it. They'd bent the whole bottom of the unit! Of course, they'd never admit this had happened but the paper/damage report showed that it certainly wasn't like that when it was taken off of my hands, so they took it back in and replaced the whole casing (not just bottom).
So at this point, I have a virtually new laptop. It looks new, but has older junk built up on it, so I re-installed Leopard (wiping the HDD).
Two nights ago I was working on my laptop, and it shut off. As if someone had pulled the plug out. When I hit the start button, it would start up fine but eventually, for no reason, it shut down again.
I called Applecare yesterday and spoke to someone. He asked me what I wanted him to do for me. I asked for a working laptop. He told me that they wouldn't be repairing my laptop and transferred me a supervisor. Naturally, I began to panic. Why the hell wouldn't they be repairing it? Reasons began to fly through my mind, such as actually being unable to find cause of problem so no solution can be administered, or that they couldn't replace it because they have no refurbs right now and I'd have to wait. Being a student with a dissertation and an essay due in the next 2 weeks, I really really REALLY need a working computer at my disposal right now (I'm writing this on my girlfriend's). So, the supervisor comes on the phone and tells me the info I told the guy before, checking previous repairs. Then:
'OK. So in order to get you a working computer, we'd usually swap out the unit for one the same. But we don't have any right now.'
Panic sets in again.
'So, unfortunately, we're going to have to replace your 2006 Macbook Pro with a brand new one.'
Just to clarify I ask what he means. The new glass screen, single block of aluminium sculpted model or one from just before that.
'No, the brand new one with the black border around the screen. State of the art. So what are the specs on your current machine?'
Wow. So, I tell him, thinking they'll downgrade it to match what I have (1.8 Ghz, 1 GB RAM, 80GB HDD).
'right, so this new computer we're sending you is a little different in that it has much better specs. If you look on the web site, you'll be getting a base model brand new Macbook Pro. Is this ok?'
I check the site quickly, then my childish glee slips out with a 'well, I suppose I'll take that greatly superior model if I have to'.
The rep laughs and tells me he'll call back with details in 20 mins. Within 15 minutes he's called me back telling me what will happen, how they'll pick up my laptop and the new one will be with me by the end of the week.
He tells me at this poitn I have 6 months left on my Applecare on my current macbook pro. I ask to transfer it to the new machine. He tells me it would be pointless since I'll be getting a 1 year warranty etc with the new machine. His solution: I'll refund you the amount of time you have left, and you can take it off of the price of applecare for the new machine. again, 'is this ok?'. Definitely.
In all honesty, I expected Apple to just send me to a Genius bar again. Instead, they've gone above and beyond. Sure, I had a lot of problems, but not many companies (not ANY in my experience) would do the kind of exchange they have for me.
I'm truly in awe of the customer service I received, and am now more than happy to recommend Apple to anyone who asks. Now, I'm currently awaiting delivery of my brand new Macbook Pro
