Just wanted to share a feel good story about an experience I had with Apple's Customer Relations Department.
Since November of 2008, I've been having some major issues with my Early 2008 Penryn MBP. The major issue was the screen where I would get Bluish Tint on my screen after couple of hours of use. The tint would disappear when I reboot the system. The other issue was the bluetooth being jerky when using any type of BT Mouse, including the Might Mouse.
I've been to the local Apple store 4 times to have it looked at. The Apple Genius verified that the issue is obvious yet they said it was too close to spec where they cant do anything and the BT jerkiness is caused by some interference at home.
After spending numerous hours at the Apple Store, I decided to call the Customer Relations department. They insisted that I send in the laptop to have it repaired which I was reluctant to because my MBP is how I make my living. After some time I decided to mail it in and after 4 days (2 business days which includes the weekend) I got my MBP back today. The first thing I noticed was the scratch on my MBP Screen. There was a noticeable scratch that went from left to right. Luckily I took some pictures before I sent in my MBP so I have a proof that the scratch wasnt present at the time when I sent it in. The second issue was that the tint was still there. Granted the tint was better than what it was before but it was still there.
So I called again and spoke to the manager at Customer Relations. They practically forced me to take it down to the local Best Buy store to have it verified since the local Apple Store was 55 minutes away. After making the trip to the local BB, it was told to me by BB employees that BB has no way of noting the account of the issues like the CR Rep had told me.
To make the story shorter than what I've written so far, the Customer Relations decided to send me out a replacement laptop with the latest spec. I guess if your persistent, the outcome is often positive.
Just wanted to share a feel good experience that I had... although it took many months.
Props to you Apple for taking care of the customer.
Thanks for reading.
Since November of 2008, I've been having some major issues with my Early 2008 Penryn MBP. The major issue was the screen where I would get Bluish Tint on my screen after couple of hours of use. The tint would disappear when I reboot the system. The other issue was the bluetooth being jerky when using any type of BT Mouse, including the Might Mouse.
I've been to the local Apple store 4 times to have it looked at. The Apple Genius verified that the issue is obvious yet they said it was too close to spec where they cant do anything and the BT jerkiness is caused by some interference at home.
After spending numerous hours at the Apple Store, I decided to call the Customer Relations department. They insisted that I send in the laptop to have it repaired which I was reluctant to because my MBP is how I make my living. After some time I decided to mail it in and after 4 days (2 business days which includes the weekend) I got my MBP back today. The first thing I noticed was the scratch on my MBP Screen. There was a noticeable scratch that went from left to right. Luckily I took some pictures before I sent in my MBP so I have a proof that the scratch wasnt present at the time when I sent it in. The second issue was that the tint was still there. Granted the tint was better than what it was before but it was still there.
So I called again and spoke to the manager at Customer Relations. They practically forced me to take it down to the local Best Buy store to have it verified since the local Apple Store was 55 minutes away. After making the trip to the local BB, it was told to me by BB employees that BB has no way of noting the account of the issues like the CR Rep had told me.
To make the story shorter than what I've written so far, the Customer Relations decided to send me out a replacement laptop with the latest spec. I guess if your persistent, the outcome is often positive.
Just wanted to share a feel good experience that I had... although it took many months.
Props to you Apple for taking care of the customer.
Thanks for reading.