Some how I am accused of saying and doing so many things;
I am not saying do not buy Apple Care, I bought it, everyone probably should. I did not buy it for the iPods. However of all the Mac Dealings this has been my worst department. What about the people finally getting the logic board from May 2001 till October 2003 builds, they complained and experienced the worst of Apple, their finally getting relief in 2005. 4 years, how happy were those folks.
It just seems Apple could do better here. They always take it to the absolute edge of lawsuit or to lawsuit before something is done. I know there are thousands of glowing little reports. And woe to thee who dare trample the Apple here, in the midst of My Apple Do or Die.
You hold the company to a high standard and don't push away those who say this is wrong. The core users, the evangelists should be pushing the hardest for top quality and fair repairs, not just blowing it off as impossible. I have switched 10 maybe 14 people and a medium size business. I am not bashing, I just understand what the guy is going through. If everyone on this list stopped bitching and sent Apple a letter or e-mail, the guy would probably have his book. However it seems to be more fun to just say Apple right or wrong then to help fix a problem for a guy who bought a Apple product.
If the guy has a bad screen, he has had it a month, either fix it or give him a new book, that's just good business, granted a happy customer usually tells 2 people, a unhappy one tells 10.
I have not dealt with with Apple Care except on the old 5300 plastics and power attachment and the system 8 deal those were fine and then the Pismos. I have more lap tops then I know what to do with. I am a fair person. I took time out of my day to call back the next day and complement the manager of sales, not the assistant, the real manager, everyone was trying to side step me as I wanted the manager, knew his name and they were afraid why.
He was responsible for getting a group of workers whipped into shape to meet the xmas rush and this worker was real good, limited knowledge but a excellent attitude. The manager talked my ear off saying it's important to get feedback, Apple is revamped Apple Care, we talked about how good it looks for Apple right now and the whole company is feeling the rush of energy. I agree.
I just call it as I see it, the guy asked how long do I wait. If it's me, give me a computer or refund my money. A month is just to short of time for a computer to flake out and make a man wait 18 days. Plus not be honest and make him feel like their playing games with him. That's a big part of this, he feels lied too, nobody likes that. It's bad business. I understand people disagree but the big picture is Apple denies when they know there are problems. It's because they had to get cheaper, if there going to get cheaper, then be ready for the fall out and unhappy people.
I am glad your new G5 got it's power supply replaced, however where was the checklist to make sure your fans were not going to blow you out of the room. That error cost Apple more money then if the repairmen did it right the first time.
So you were satisfied and that is number one in importance
Incompetence costs money too. If were going to say this is the best computer, then it should be.
Good health and long happy days
Geoff
On Jan 25, 2005, at 10:07 AM, Aaron Willems wrote:
I strongly disagree with your statement Geoffrey. I think AppleCare is a
must. I have never had any bad dealings with Apple in regards to having it.
Case in point. My new G5 had a Bad Power Supply. I took it to the Apple
Store. They fixed it, but forgot to calibrate the Machine after replacing
the Power Supply. My G5 started blowing the fans at full speed. The noise
was so bad, it hurt my ears. I called Apple and told them what happened.
They apologized for the error. Then they offered to send a technician to my
apartment to fix my new G5. They understood that the G5 was a heavily
machine, and would have been a burden to take back to the Apple Store. So a
technician came out to my apartment. He fixed my new G5 in 30 min. None of
this would have happened if I hadn't had AppleCare.
There are always two sides to a coin.
Regards,
Aaron Willems
Sorry to be bearer of bad news, but Apple Care IS Bad News 17 days for a screen, what kind of moronic planning is that Tick Tick Tick. Call them, ask for a supervisor, don't get yelling and screaming, even though you may at times feel the urge and ALWAYS start a conversation with can I have your name and ext number, I like to work with good people. Otherwise if the conversation turns negative you have the name of the person.
One more thing, if you think there is a problem get it fixed before the
last year of Apple Care and for sure the last 6 months. Less then 6
months they will blame it on a spilled liquid sometime in the last 6
months and Apple does not cover that.
Good luck Geoff
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