My 12" Powerbook has the ever present creaking hinges. While I was still under warranty, I called Apple, hoping they would replace them, and suggested if they did I would buy AppleCare. They classed it as a cosmetic issue, and refused to fix it. So, when a customer came into the store complaining about his creaky hinges, I had to be a little bit aggravated with Apple, and told him that the problem was classed as cosmetic, and Apple would not fix it. The customer would have to wait until the hinges outright broke before Apple would even care.
So, the customer left, saying he would talk to Apple. Our technician got a call a few days later asking why this customer had been told the hinges would not be replaced when there was clearly a problem. He explained that I had told him that because someone at Apple had refused to replace my hinges. This particular representative said that he couldn't let that sort of situation stand, and gave the tech his direct line so that my hinges could get fixed, despite being out of warranty.
My complaints list as far as Apple is concerned has gotten considerably smaller now. Moreover, if I get anymore major complaints, it seems that mentioning it to customers will eventually get it solved.
So, the customer left, saying he would talk to Apple. Our technician got a call a few days later asking why this customer had been told the hinges would not be replaced when there was clearly a problem. He explained that I had told him that because someone at Apple had refused to replace my hinges. This particular representative said that he couldn't let that sort of situation stand, and gave the tech his direct line so that my hinges could get fixed, despite being out of warranty.
My complaints list as far as Apple is concerned has gotten considerably smaller now. Moreover, if I get anymore major complaints, it seems that mentioning it to customers will eventually get it solved.
