Just received a phone call from Apple

Discussion in 'MacBook Air' started by ercanbas, Sep 3, 2008.

  1. ercanbas macrumors regular

    Joined:
    Feb 15, 2008
    #1
    Well it seems that I did get a response from Apple from my email to Mr. Jobs. Ken Bell contacted me from 916-366-71XX. He had also given me his e-mail and told me he was going to follow up. He mentioned how my issue was particularly interesting because I am a first time user and it is a new product. He had said that "Steve wanted me to call you" although I don't think Steve walked to his desk and asked him to call me. We talked for about 20 minutes about my issues and he asked my permission to have a technician call me back. We discussed coolbook and forums such as macrumors and what Apple actually considers a widespread issue. More to come.

    P.S. This is a follow up from a post I deleted since I was flamed hardcore (see my "Sent this e-mail to Mr. Jobs" thread from earlier today)

    I am actually amazed at Apple's meticulous care for their customers.

    Is there any issues anyone would like me to address?
     
  2. Sound Evolution macrumors 6502

    Joined:
    Oct 30, 2007
    Location:
    Netherlands
    #2
    Dear ercanbas,

    Thank you for sharing with us. I am agree with you that Apple's customer support is first class and simply amazing! I've got my MBA replaced 4 times without any questions, doubting or difficulties. They took me serious in everything and gave me the feeling there is no doubt at all. I'm stunned by this and gives me a lot of trust back in Apple. I always get called afterwards by Apple europe to verify if everything went okay and most important, If I as customer was satisfied with the way Apple dealt with the issue.

    This was all initiative from Apple Europe direct who took over the responsibility from my reseller.

    I know you mean it in a good way, but personally I don't think it is wise to record the conversation or quote emails on a public forum. I believe such an emails or phone-calls are confident, and myself I don't find it that polite towards Apple. Better respect the privacy between you and Apple and just tell us on your own words how it ends.

    Good luck though and keep us informed.

    With kind regards,
    Bas

    Ps: For the rest. Don't flame my bad english her too! It is not my native language yah!! :D
     
  3. strider42 macrumors 65816

    strider42

    Joined:
    Feb 1, 2002
    #3
    Its also often illegal to record phone conversations without telling the other party (hence why customer service calls often have a recording that tell you that the call may be recorded, and you have the option to opt out of that if you ask).
     
  4. TXCraig macrumors 6502a

    TXCraig

    Joined:
    Jul 2, 2007
    Location:
    Houston, TX
    #4
    I don't understand what your problem is? You mention CoolBook in your post so I'm thinking your wrote a letter about the core overheating problem some people have seen with the MBA.

    Apple put a patch to fix the problem and based on what I have seen posted here, the problem is gone. So you plan on talking about the problem before it was patched? I don't understand what your trying to accomplish.
     
  5. ercanbas thread starter macrumors regular

    Joined:
    Feb 15, 2008
    #5
    I had uninstalled coolbook and installed the update and began have overheating issues again. I reinstalled coolbook and the issue is gone. I don't think the problem is gone since people still are having issues.
     
  6. TXCraig macrumors 6502a

    TXCraig

    Joined:
    Jul 2, 2007
    Location:
    Houston, TX
    #6
    When you say "having the overheating issues again", does that mean you have had a core shut down since you installed the patch or does this mean that you noticed your machine go hot but it never stopped running?
     
  7. ercanbas thread starter macrumors regular

    Joined:
    Feb 15, 2008
    #7
    I am still having core shutdowns since I installed the patch. It also freezes alot forcing me to kill the power and restart it. I chose to reinstall coolbook hoping that would fix things.
     
  8. NC MacGuy macrumors 603

    NC MacGuy

    Joined:
    Feb 9, 2005
    Location:
    The good side of the grass.
    #8
    Yes, I've had three for three MB's that needed major work weeks after one year warranty is up. Cracks, batteries, logic boards, HD's, prematurely wearing trackpads. They also need to replace mighty-mices that all have scroll wheels that last for crap with a better mouse. Also have them address their lack of QC on near all products. Then, ask them why they aren't concentrating on computers anymore. Mini what?
     
  9. Sound Evolution macrumors 6502

    Joined:
    Oct 30, 2007
    Location:
    Netherlands
    #9
    Unfortunately you are totally right here. I love Apple but till my sadness I have to conclude the same. A brand new MB, or MBA out of the box is not the same experience anymore as a brand new Powerbook G4 fresh out of the box, which was build perfect.

    Sadly I see cosmetic and mechanical imperfections on almost every current Apple product I've seen straight out of the box. Unlike my former G4 Imac, My former G4 powerbook etc.

    Not to diss Apple, but to give a sign that thing should get improved.

    With kind regards,
    Bas
     
  10. Mactagonist macrumors 6502a

    Joined:
    Feb 5, 2008
    Location:
    NYC - Manhattan
    #10
    Apple cant read your mind.

    http://www.apple.com/feedback/

    Anyone who has issues should report them.
     
  11. gcmexico macrumors 6502a

    gcmexico

    Joined:
    Dec 22, 2007
    Location:
    New York City
    #11
    *
    the problem is not gone...that update was pointless!!
     
  12. Sound Evolution macrumors 6502

    Joined:
    Oct 30, 2007
    Location:
    Netherlands
    #12
    Dear,

    I'm not agree with you. For me and many others the problem is gone. If your MBA still has problems, the machine don't work as advertised and you should go back to Apple till it is solved.

    Me and many others have a good working MBA, so it should be possible.

    With kind regards,
    Bas
     
  13. proc macrumors member

    proc

    Joined:
    Oct 29, 2007
    Location:
    The Netherlands, Europe
    #13
    Hi Ercan,
    I noticed you bought an MBA and was wondering whether it is workable to use your MBA for videoprojects: is it too slow or is it workable (when using coolbook for instance)?

    I tend to agree with some of the other posters about transscribing your discussions with Apple-employees without their conscent:it is rude and could cause you some legal headaches. I also don't think it would be necessary to give a verbatim account with details:you could just give a summary of your experience in your own words.

    Saglicakla kal!
     
  14. TXCraig macrumors 6502a

    TXCraig

    Joined:
    Jul 2, 2007
    Location:
    Houston, TX
    #14
    You really need to use the right laptop for the job. If you are doing professional video edining I would think your going to need to move up the MBP and not try to use the air. Along with this core shut down problem, I would think the 80 GB hard drive would not be enough space after you load the OS... a few apps you would really be in trouble.

    If your doing it for a living, I would think you need the power of a Mac Pro (that is what they make them for) and not use a laptop at all!

    Think of the MBA like a Vespa Scooter.. its sleek, fun, good to get around town but NOT something you would want to take across country on a road trip!

    Use your common sense on this kind of stuff and if your not sure move up and not down in power...
     
  15. ercanbas thread starter macrumors regular

    Joined:
    Feb 15, 2008
    #15

    I am not sure how nice it would play with video projectors. But long story short, it may be an issue with just my laptop. We had discussed coolbook and what caused core shutdowns. I admire Apple for being so genuinely concerned with their products. I had been sent this data capture software so when I had an issue I would be able to log and email it to them. The had done some tests on their lab MBA and had concluded that it may be a logic board issue. They offered me a free Mac Pro, Iphone 3g, and a Macbook Pro......haha jk.
     
  16. proc macrumors member

    proc

    Joined:
    Oct 29, 2007
    Location:
    The Netherlands, Europe
    #16
    Seriously? Wow, that is indeed truly impressive. I'm glad there are some companies who seem to genuinely care about productquality to give you such an amazing compensation. Congratulations and enjoy your new gear!
     
  17. joaquinsfy macrumors newbie

    Joined:
    Mar 15, 2008
    #17
    800 mhz all the time..

    First, sorry for my english.

    I had core shutdowns problems, i installed coolbook and my air works fine, i uninstalled coolbok, installed the last firmware, and i don't have core shutdowns, but, the cpu stays forever in 800 mhz, i use the air to see films, and with 800 mhz a lot of frames are skipped, i reinstalled coolbook, and works fine but a little bit hot, without coolbook last firmware around 63 celsius with coolbook around 73 celsius.

    Maybe Apple can buy the source code of coolbook and serve as firmware 1.1....
     
  18. alphaod macrumors Core

    alphaod

    Joined:
    Feb 9, 2008
    Location:
    NYC
    #18
    This is why Apple service is great. If the store doesn't give a crap at least the CEO does!
     
  19. SphericalPear macrumors member

    Joined:
    Sep 4, 2008
    #19
    clarification

    hi, welcome to macrumors.com. thanks for using macrumors.com, and i hope we can be of help!

    sorry, the sad truth is that the apple service is not responsive. thanks for posting the extraordinary (out of the ordinary) experience, but from how i know steve jobs personally, steve doesn't actually check his email at all - the sjobs@apple.com addy is being checked my customer relations guys.

    still - lucky you! i hope my clarification has helped solve this confusion. feel free to PM me.
     
  20. ercanbas thread starter macrumors regular

    Joined:
    Feb 15, 2008
    #20

    Hi, when the customer rep called and greeted me with "Hi, Steve wanted me to call you..." I did not for one second think that Steve Jobs reached for his iPhone, saw my e-mail and ran over to this guy's desk and demand he call me immediately. I do think however that this ploy is commendable and just receiving a call back and many follow ups after shows how much they care for their customers' satisfaction.
     
  21. Les Kern macrumors 68040

    Les Kern

    Joined:
    Apr 26, 2002
    Location:
    Alabama
    #21
    Ya think?
    I have a girlfriend in Canada.
    No really... I do.
     

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