This is why Apple has the best customer service in the world!

henmac

macrumors newbie
Original poster
Sep 26, 2012
3
0
In the midst of all the frustration from waiting for the new iMac, please allow me to share a positive story.

Like most people who have the 8800GS gfx card in 24" iMac (mid 2008), my card died on me after 4 years. It had vertical lines all over the screen & finally the iMac just simply freezes at the Apple boot logo. Unfortunately the Applecare warranty was expired a year ago.

So I decided to try my luck, at first my request to have the card replaced for minimal fee didn't work. Despite me providing evidence & reports of many such cases, the CSO just wouldn't budge. :mad:

So after a few days I tried again, this time I requested to talk to the Customer Relations Manager. Again, I presented some reports of how this is a widespread issue & some customers in the US was able to get their card replaced for free for their out-of-warranty machine. She was very nice & kind enough to review my case.

After my iMac was diagnosed at the Apple service centre, she gave me a good news. Apple was willing to replace the video card (it costs US$220) for free & I only have to pay the labour charge (US$80).

Some of you might be thinking, what's the big deal, its only $200. Sure I can just get the part from eBay, but I'm not trying to be cheap or unreasonable, its about Apple being responsible & providing the best customer service. Of course, YMMV.

I'm not sure if there are any companies out there that willing to replace your parts for free for a 4 year old & out-of-warranty computer?

Moreover, last year I had the LCD panel of this same iMac replaced for free just days before the Applecare expired. The LCD panel was full of dirty patches & burn marks from the super hot gfx card. The CSO refused to entertain me, he quoted me an exorbitant sum & wanted me to carry my iMac down for repair. :eek: So I talked for the manager. Yep, the nice manager agreed to replace it for free...at my place. :D

So please talk to your local Apple Customer Relations nicely & they will work out something for you. They certainly did for me & restored my faith in Apple. :D
 

EPiCDiNGO

macrumors member
Sep 10, 2012
73
1
Nice 1st post welcome to the forums :) glad to see an apple employee posting on this forum ;)
 

12dylan34

macrumors 6502a
Sep 3, 2009
878
6
Awesome. Free stuff is always good. I got the whole motherboard in my MacBook Pro replaced for free a few months ago because of a faulty GPU. Luckily, it was just under 4 years old so there wasn't any hassle. I put in a new hard drive, and it's almost like a new (but still slow with an old processor) machine.
 

kaielement

macrumors 65816
Dec 16, 2010
1,193
52
I had a 3.5 year old MacBook (white model) that had some cosmetic issues and they fixed it for free. The parts alone came out to $150 but fixed for free. I call that great customer service :) :)
 

henmac

macrumors newbie
Original poster
Sep 26, 2012
3
0
Thanks everyone for sharing your experience here

Nice 1st post welcome to the forums :) glad to
see an apple employee posting on this forum ;)
Thanks for the welcome. Apple employee? Lol. Just a satisfied customer, that's all. :eek: