On 11/15/03 1:18 AM, "Geoffrey Loeffler" <[EMAIL PROTECTED]> Spew into the Cybertrough:
> Except make one more loyal person a little unhappy.Apple wanting to take away your cd rom is wrong and stupid, you use it for cds until the new one arrives. What's the problem with swapping the old drive when the new one when it arrives? How in any way possible does this course of action be detrimental to Apple.
At 18:55 -0500 11/15/2003, Kyle Hansen wrote:
Here are a couple of reasons why. When a replacement is shipped and the customer gets a new one, the old/damaged optical drive has to be sent back to Apple as a dead core, they in turn send it back for a partial refund from the manufacturer of the part. You have 7 days to get it back to Apple in Elk Grove California. Now let's say that the shop gave him his optical module back during this repair so he could use it. Then on the 15th of November the shop gets his brand new one in from Apple. They have until the 22nd to get the dead core back. What happens if this customer is
on vacation until after thanksgiving? Loses the core unit? Steps on the core unit? Has the core unit stolen out of his car? Accidentally brings in a different module?
I maybe wrong, or just misunderstand. If the customer kept the malfunctioning drive to at least get some use of his computer and is able to use it for CDs, the new one arrives and the customer did not do one of the above listed scenarios or one of the million other things possible. Does it not equate to, no core no new replacement to the customer?. The dealer might be put out by having to return the new drive or wait for the next sale, and if this is a common problem costing the computer repair station $$ then a return or restock fee would be applicable and fair. I would not have a problem putting a credit card for problems listed above or any other requirements.
Comply or lose your replacement drive and risk a penalty, but keep the computer in the customers hand until the new unit arrives. In business I have always run the company that the customer comes 1st, do anything within reason to keep them coming back.
This is only my way of thinking. If I have a book and something goes wrong, it's under warrantee, the company lets me keep the book in my hands to do my work. I understand the terms of this agreement, I would leave a much happier customer then the original poster.
If a part goes bad and the book still works but I have to give up my book because they think I am incapable of living up to my part of the agreement, I may have to wait a week or so to get the part and the book, I am not going to feel so good about the whole deal.
I am sure you probably see the bad end of these deals with your experience, but somewhere between corporate and the customer must be a meeting point to keep all happy. I always lean towards keeping the customer happy.
Someone once said to me a happy customer will bring you hundreds of dollars of advertising. A unhappy customer will cost you thousands of advertising.
Thanks for the info and be well
Geoff
When you were born, you cried and the world rejoiced. Live your life so that when you die, the world cries and you rejoice. - Cherokee Nation -
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