Re: [CGUYS] My Macintosh saga
They couldn't, however, do this for everyone, obviously. I wonder what their formula for this level of service is? Several months ago the display went out on my MacBook Pro that was only abouty 4 mos old. I took it to the Genius Bar and they said they had to send it in because they couldn't fix it.obviously. A couple of days later a woman from Apple called and offered me a brand new one exactly like mine but it would take 2 weeks as they were out of the 15 right then or I could have a 17 right away. I was amazed they offered the bigger one as a replacement but I said I'd wait for the 15 to come. I just didn't want to lug around a 17 machine. And for a while I had lots of problems with my iPods and they always gave me new ones, no questions asked. I can't say enough for their customer service and frankly, that's one thing that keeps me going back to Apple. Paula/IN/USA * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
Faithful??? By faithful do you mean someone that drinks the Koolaid, takes the blue pill (either variety), aims for the low-hanging fruit, develops synergies to work towards a win-win situation so people can be empowered? Just because I choose to think different, you lump me in with Bill Gates??? Now, now Tommy. You're going way out on a limb (again). And the No soup line... I would have expected better of you. :-( -Original Message- From: Computer Guys Discussion List [mailto:[EMAIL PROTECTED] On Behalf Of Tom Piwowar Sent: Monday, August 11, 2008 5:56 PM To: COMPUTERGUYS-L@LISTSERV.AOL.COM Subject: Re: [CGUYS] My Macintosh saga Now, now Tommy, you seem to forget that I'm a Mac user too. I said *faithful* You and Bill Gates make the mistake of thinking salvation can be purchased. No soup for you! * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** * * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
Wow. I think your experience, while nice to hear, is dependent on the person (people) you talk with. About 6 months ago, I took my dad's Mac Mini (it was bought about 3 months after Apple first introduced them) into an Apple store to diagnose what was wrong with the built-in wireless on it. I spoke to a Genius who said he didn't know what wireless was (seriously). He grabbed another Genius who said we needed to install a wireless card into the expansion slot, then realized it was a Mac Mini and said Mac Mini's don't support wireless and then offered to sell me a newer computer. Neither of the above Geniuses could explain why Apple says Mac Mini's have built-in wireless. I finally spoke with another Genius who I overheard talking to someone else. I explained the situation, he looked at it (didn't open it up) and realized it was an early Mac Mini and that the early ones didn't include built-in wireless. He said if they had the replacement motherboard in stock, he would only charge me labor to replace it but apparently the replacement motherboards don't exist since he checked with several other stores and no one had them. In talking with him, I said So, the Geniuses wear red shirts but not all people wearing red shirts are Geniuses. He said the requirements to become a genius had been so watered down that as long as you can chew gum, without falling over, you can become a genius. And this is 30 miles from Glitterati Central too. In this case, most of the customer service was staffed with people in red shirts who knew even less than the people forced to read a script of choices. -Original Message- From: Computer Guys Discussion List [mailto:[EMAIL PROTECTED] On Behalf Of Tom Piwowar Sent: Saturday, August 09, 2008 10:30 AM To: COMPUTERGUYS-L@LISTSERV.AOL.COM Subject: Re: [CGUYS] My Macintosh saga This solution to my quandry clearly cost Apple a fair amount of money, but they obviously wanted to keep a long time customer happy and figured that an investment in that would be worth it to them. They were right. I could not be happier. It is so sad that we are accustomed to vendors who make their problems, our problems. Their customer service is staffed with powerless, off-shore, script readers whose scripts always seem to conclude with I sorry I can't help you. Doesn't Dell have an extra-cost service plan that claims to actually provide some service. Has anyone had any experience with this? * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** * * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
On Aug 11, 2008, at 12:08 PM, Larry Sacks wrote: In this case, most of the customer service was staffed with people in red shirts who knew even less than the people forced to read a script of choices. The above situation does not equate in any way, shape or form to what I experienced. Everyone I dealt with, from the time I first walked into the Apple Store until the time the entire situation had been settled, were first rate. Steve * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
Everyone can and does have their own experiences. This was in Apple's Burlingame store. Most of the stores in Silicon Valley seemed to be deluged with customers so it's quite possible that Apple's hiring standards might not be as strict. Can you walk with your eyes closed? Y/In something approximating a straight line/Walk? I don't walk, I use my Segway!/N Can you chew gum? Y/N Can you walk and chew gum at the same time? Y/N/Chewing gum while transporting myself via my Segway is what I do. -Original Message- From: Computer Guys Discussion List [mailto:[EMAIL PROTECTED] On Behalf Of Steve Rigby Sent: Monday, August 11, 2008 9:46 AM To: COMPUTERGUYS-L@LISTSERV.AOL.COM Subject: Re: [CGUYS] My Macintosh saga On Aug 11, 2008, at 12:08 PM, Larry Sacks wrote: In this case, most of the customer service was staffed with people in red shirts who knew even less than the people forced to read a script of choices. The above situation does not equate in any way, shape or form to what I experienced. Everyone I dealt with, from the time I first walked into the Apple Store until the time the entire situation had been settled, were first rate. Steve * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** * * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
In this case, most of the customer service was staffed with people in red shirts who knew even less than the people forced to read a script of choices. I think they could sense that you were not one of the faithful -- as a rule, non-believers don't get the same help. * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
This solution to my quandry clearly cost Apple a fair amount of money, but they obviously wanted to keep a long time customer happy and figured that an investment in that would be worth it to them. About 10 years ago we installed a Moen kitchen faucet. They promise a lifetime warrenty. After a few years it developed an internal leak. We phoned them. Their service was excellent and they promptly sent us a replacement. Last week it happened again. We called again. They told us they take the lifetime warrenty very seriously. Many apologies. They are sending us a new faucet with a modified design that they expect will be more reliable. So it is not just an Apple thing. * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
I think they changed that rule, hence apple's increasing market share...they finally realized in all their glitter and ego that if they want NEW customers they can't treat them like crap. Mike On Mon, Aug 11, 2008 at 4:05 PM, Tom Piwowar [EMAIL PROTECTED] wrote: In this case, most of the customer service was staffed with people in red shirts who knew even less than the people forced to read a script of choices. I think they could sense that you were not one of the faithful -- as a rule, non-believers don't get the same help. * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** * * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
Now, now Tommy, you seem to forget that I'm a Mac user too. I think they (the not-so-real-Geniuses in their clean red tops) might have gotten used to having Glitterati (and Glitterati wanna-be's) happily absorb whatever drivel is spewed out. I prefer to see it more as a test to show one's worthiness before being allowed to belly up to the bar and talk mano-a-mano with a bonafide Genius. I mean, how else can you explain why when all of Apple's literature says the Mac Mini has wireless built-in, the responses of the faux geniuses? It must be a rouse to keep the real geniuses free for the harder problems to tackle. -Original Message- From: Computer Guys Discussion List [mailto:[EMAIL PROTECTED] On Behalf Of Tom Piwowar Sent: Monday, August 11, 2008 4:06 PM To: COMPUTERGUYS-L@LISTSERV.AOL.COM Subject: Re: [CGUYS] My Macintosh saga In this case, most of the customer service was staffed with people in red shirts who knew even less than the people forced to read a script of choices. I think they could sense that you were not one of the faithful -- as a rule, non-believers don't get the same help. * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** * * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
Now, now Tommy, you seem to forget that I'm a Mac user too. I said *faithful* You and Bill Gates make the mistake of thinking salvation can be purchased. No soup for you! * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
What's the Apple equivalent of Battered Spouse Syndrome? Boot Camp, Parallels or Fusion. * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
Apple's actual solution? Here is a nice, new, latest and greatest MacBook Pro, 17 inch, 2.5 GHz, 2 gig of memory with a 250 gig hard drive and a Super Drive for you. They are even sending my broken machine back so that I can get data off the hard drive. An awesome outcome is about all I can say about it. Best of all, I didn't have to do any cajoling or arguing or anything like that. Apple simply said, We can't provide you with a speedy repair, so here is what we can offer you as an alternative, if you so choose. It's not clear what happened here. They sent you a new laptop for $310, for free or you paid retail? * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
On Aug 9, 2008, at 10:20 AM, Jeff Wright wrote: It's not clear what happened here. They sent you a new laptop for $310, for free or you paid retail? I have to pay the $310 flat-rate repair fee as I had already agreed to do that in order to get back into my hands a working computer. It is just that the computer I was expected to get back was the one that had broken down, not a brand spanking new version of my five year old one. Apple could have probably simply put a dollar value on my old machine and offered to take that amount off of the cost of a new equivalent, but they clearly went the extra mile, plus a whole lot more than they had to. That is what made an impression on me. Steve * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
On Aug 8, 2008, at 7:32 PM, Tom Piwowar wrote: Apple, Inc., gets my vote this week as Best Bestower of Happiness. While it does not always work out this way with Apple, it often does. Other companies should take note: you don't have to abuse your customers to turn a profit. This solution to my quandry clearly cost Apple a fair amount of money, but they obviously wanted to keep a long time customer happy and figured that an investment in that would be worth it to them. They were right. I could not be happier. Additionally, I had a very nice lady in Texas who works for AppleCare who caused this all work out as it did. I am sending a letter of commendation to Apple, Inc., at an address that she provided to me, wherein I am going to praise her efforts on behalf of one satisfied customer. Hopefully, this will amplify to Apple Incorporated the value of providing real customer service as well as be something positive that can go in her employment file. Steve * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
I have to pay the $310 flat-rate repair fee as I had already agreed to do that in order to get back into my hands a working computer. It is just that the computer I was expected to get back was the one that had broken down, not a brand spanking new version of my five year old one. Apple could have probably simply put a dollar value on my old machine and offered to take that amount off of the cost of a new equivalent, but they clearly went the extra mile, plus a whole lot more than they had to. That is what made an impression on me. That is indeed a happy ending. They couldn't, however, do this for everyone, obviously. I wonder what their formula for this level of service is? With this in mind, it makes me wonder why they are being so indifferent to their early-adopting iPhone customers. * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
On Aug 9, 2008, at 2:44 PM, Jeff Wright wrote: That is indeed a happy ending. They couldn't, however, do this for everyone, obviously. I wonder what their formula for this level of service is? Often, I think, it boils down to the person with whom the customer is dealing. That's why I want to take the time to praise the woman who helped me, and to make sure that Apple realizes the value they have in good and responsive employees such as her. With this in mind, it makes me wonder why they are being so indifferent to their early-adopting iPhone customers. To this, I have no answer. Steve * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
With this in mind, it makes me wonder why they are being so indifferent to their early-adopting iPhone customers. WFBs urging Apple to never lower prices or introduce exciting new features. I guess they want Apple to act more like Microsoft. * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
WFBs urging Apple to never lower prices or introduce exciting new features. I guess they want Apple to act more like Microsoft. Or...maybe, just maybe, they might not gouge their loyal following to begin with. Na What's the Apple equivalent of Battered Spouse Syndrome? * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
Often, I think, it boils down to the person with whom the customer is dealing. That's why I want to take the time to praise the woman who helped me, and to make sure that Apple realizes the value they have in good and responsive employees such as her. With this in mind, it makes me wonder why they are being so indifferent to their early-adopting iPhone customers. To this, I have no answer. AppleCare and Mac Geniuses have a lot of discretion about how to provide service to a customer. I took my broken iPod Nano to the genius bar a week or so ago. The tech took my Nano which shorted out in a rain storm, turned around, reached in a drawer, pulled out an identical shocking pink Nano and gave it to me. The receipt said $0.00--which is what I paid for the original Nano that I got with my new MacBook last September. The other iPod with the dead HD, elicited a gentle RIP. All iPods in any condition qualify for $25 towards a new one. The iPhone is different, as are all new Mac products. There was nothing wrong with the iPhone. It worked; it was unique, a conversation piece, literally. A new version came out. Apple offered a $100 rebate. That's better than most products. When you buy a new electronic toy, guaranteed that a new, better, faster one will come out within a month, just after the last date you're allowed to return it. It's the price you pay for being on the leading/bleeding edge of tech. Betty * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
The iPhone is different, as are all new Mac products. There was nothing wrong with the iPhone. It worked; it was unique, a conversation piece, literally. A new version came out. Apple offered a $100 rebate. That's better than most products. When you buy a new electronic toy, guaranteed that a new, better, faster one will come out within a month, just after the last date you're allowed to return it. It was overpriced and underpowered to begin with. Only months after releasing ver. 1.0, when they discontinued the 4 GB version and lowered the 8 GB version by $200, Apple only offered the $100 *store credit* after taking considerable heat from shafted early adopters. I'd be pissed too. It's the price you pay for being on the leading/bleeding edge of tech. Or for laying roses on the hood of the Glorious Leader's Rolls-Royce as he drives by. Smart(er) people waited for a better deal, rather than blowing their poker face and diving at the 1st offer. * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
Wow! Be sure to get AppleCare, if you are eligible. You'll have another three years of happiness. Chad --- On Fri, 8/8/08, Steve Rigby [EMAIL PROTECTED] wrote: From: Steve Rigby [EMAIL PROTECTED] Subject: [CGUYS] My Macintosh saga To: COMPUTERGUYS-L@LISTSERV.AOL.COM Date: Friday, August 8, 2008, 5:25 PM My 2003 vintage Macintosh 17 inch Powerbook G4, long out of warranty, suffered a failure. Took it to the Apple Store genius bar where I was impressed by the intelligent and helpful staff. I decided to go with the $310 flat-rate repair offer. They'll fix anything and everything wrong with the machine for one fixed price. Not a bad deal, I thought. Could even be the expensive logic board as the culprit, and replacing that on my own would be a lot more than the $310 Apple would charge, along with fixing a couple of other things I told them to look at while they had it. Turned out to be the logic board after all. The problem was that a replacement logic board was not going to be available in the short term. In fact, the date of availability of a replacement board was indeterminate. Apple's solution? We have some very nice new models that you might be interested in buying...NOT!! Apple's actual solution? Here is a nice, new, latest and greatest MacBook Pro, 17 inch, 2.5 GHz, 2 gig of memory with a 250 gig hard drive and a Super Drive for you. They are even sending my broken machine back so that I can get data off the hard drive. An awesome outcome is about all I can say about it. Best of all, I didn't have to do any cajoling or arguing or anything like that. Apple simply said, We can't provide you with a speedy repair, so here is what we can offer you as an alternative, if you so choose. Apple, Inc., gets my vote this week as Best Bestower of Happiness. Steve * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** * * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
Apple, Inc., gets my vote this week as Best Bestower of Happiness. While it does not always work out this way with Apple, it often does. Other companies should take note: you don't have to abuse your customers to turn a profit. Thanks for sharing. * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
Re: [CGUYS] My Macintosh saga
snip... Apple's actual solution? Here is a nice, new, latest and greatest MacBook Pro, 17 inch, 2.5 GHz, 2 gig of memory with a 250 gig hard drive and a Super Drive for you. They are even sending my broken machine back so that I can get data off the hard drive. An awesome outcome is about all I can say about it. Best of all, I didn't have to do any cajoling or arguing or anything like that. Apple simply said, We can't provide you with a speedy repair, so here is what we can offer you as an alternative, if you so choose. Apple, Inc., gets my vote this week as Best Bestower of Happiness. Similar thing happened to a friend of mine. Frank took his sick out-of-warranty [5 yrs old--no more AppleCare] PowerBook to the local Apple Store to get it fixed, and was willing to pay the flat rate of $?. Apple's genius couldn't get the parts and offered him new MacBook Pro, or for an extra $300, a MacBook Air. He already had one MBP, but not a MacBook Air. Frank loves his new MacBook Air. And BTW, he got his old PB fixed eventually, too. I'm sure he'd vote for Apple, Inc. as Best Bestower of Happiness too! Betty * ** List info, subscription management, list rules, archives, privacy ** ** policy, calmness, a member map, and more at http://www.cguys.org/ ** *
