Thank You, Apple!

Discussion in 'Apple, Inc and Tech Industry' started by dejo, Feb 16, 2012.

  1. dejo Moderator

    dejo

    Staff Member

    Joined:
    Sep 2, 2004
    Location:
    The Centennial State
    #1
    Thought I'd relate the story of how Apple scared me and then offered me a great deal.

    Graphics card on my late-2007 MBP went. Was outside of the 4-year repair-extension that would've fixed it for free. They offered to repair it for a $310 "flat-fee". So, I handed it over and they shipped it off. Got a call this morning that because the optical drive was missing, something I mentioned during my repair "check-in" (removed it a while ago cuz it was broke), it was going to cost $1240 instead to fix! Yikes! On the horn to Apple, 'Bradley' offered me two options: 1) MBP returned to me, unfixed, or 2) speak to a supervisor. I chose #2. 'R.W.' said there is no way I should have to pay that much and something went wrong at the store that accepted my MBP. He would talk to them and get back to me. He called back a few hours later (took a while for the store to return his call). Store was less than accommodating; I could get the laptop back, put the superdrive back in, bring it in and send it off again and have it fixed for $310. Or, if I was to buy a new or refurbed Mac, as a gesture of goodwill, he said Apple would discount the price by $100 + an extra 10% off. Well, maybe it was time to move into this decade and replace the ailing MBP. Since I was interested in a MacBook Air, R.W. offered to send me an external superdrive at no extra cost as well. We looked through the refurb section and, since I run Xcode a lot, picked out a nice 13" MBA (same resolution screen as my 15" MBP, by the way) with 4GB of RAM and a 256GB SSD. $1349 - $100 - %10 - $250 giftcard I got for Christmas + $22 overnight delivery + tax = <$937 for my well-stocked MBA.

    tl;dr: Got a refurb 13" MBA (4GB,256SSD) w/ external superdrive for less than $1K out-of-pocket thanks to Apple's good-will gesture and a $250 giftcard
     
  2. balamw Moderator

    balamw

    Staff Member

    Joined:
    Aug 16, 2005
    Location:
    New England
    #2
    Enjoy your new baby. I got the base 13" MBA at Christmas and it has quickly become my favorite Mac ever.

    Always nice to hear good customer service from Apple.

    B
     
  3. Shrink macrumors G3

    Shrink

    Joined:
    Feb 26, 2011
    Location:
    New England, USA
    #3
    I've only had Mac stuff for 2 years. But all my experiences with Apple; phone support, Genius Bar, etc. have been positive.

    I know some people have had less than stellar experiences, but, like you, my experiences have always been good.

    Enjoy your new toy!:D
     
  4. Scepticalscribe Contributor

    Scepticalscribe

    Joined:
    Jul 29, 2008
    Location:
    The Far Horizon
    #4
    I have always had good experiences with Apple customer support and customer care. Good story, thanks for sharing it, and, meanwhile, enjoy your new MBA.
     
  5. dejo thread starter Moderator

    dejo

    Staff Member

    Joined:
    Sep 2, 2004
    Location:
    The Centennial State
    #5
    My experience wasn't perfect, mind you. The "repair is now $1240" call felt a lot like "bait-and-switch" when I'd been told the $310 was a "flat-fee". And I was expecting AppleCare to come back and say, "yes, the store screwed up and should've stopped you when you mentioned no optical drive. as such, they've agreed to cover the difference and you will have your laptop fixed for $310 with no more delay". Or something along those lines. But I am very happy with the discount I received and, considering I was struggling with even getting the laptop fixed vs. just buying a new one before I finally decided on the repair, I ended up with a "new" MBA for much less than had I abandoned the current one and not tried to repair it.
     
  6. AppleScruff1 macrumors G3

    AppleScruff1

    Joined:
    Feb 10, 2011
    #6
    Nice discount. I'm glad it worked out in your favor. Sometimes being polite but firm gets you what you want.
     
  7. Jb07 macrumors 6502

    Joined:
    Oct 31, 2011
    Location:
    Dallas
    #7
    It's good that everything worked out for you and you got a heavily discounted MBA. I have never had a bad experience with Apple customer service.
     

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