Fair Play to Apple
Discussion
Now I'm no Apple fanboy per se but credit where credit's due.
My 2011 MacBook Pro developed a fault recently with the graphics card, which basically rendered the dedicated GPU useless, meaning I couldn't game, watch TV or anything else on my laptop without using a third party app to force it to only use the integrated GPU (which certain games will not run on).
I took it in to the store expecting the worst, but was told that it was covered by some kind of extended warranty due to the particular issue being quite common (bearing in mind this machine is 4-5 years old and I'm not even the original owner when it was purchased from Apple) so I was expecting to have to pay for the repair, and was delighted to find that this wasn't the case.
When I go in to pick up the repaired machine, I notice that they have managed to put two (VERY small) chips into the lid of the laptop. I wouldn't have even mentioned it if there was any doubt that they were there when I took it in, but I knew they weren't, so I made it known that I wasn't too pleased about that, (but was still expecting to walk out of the store with a chipped laptop and an apology).
They immediately offered to replace the entire display, same day, and I now have it back with both a new logic board and a new display., which would have cost nearly £700 had I had to pay out for this myself.
Now I know it was their mistake which led to the necessity for the display replacement, however I still think that's an awesome example of how to treat customers.
I know people talk negatively about the price of Apple products, but if I knew I would get service like that overtime, I certainly don't begrudge paying a premium for it. Compared with another tech company that I also dealt with today about a faulty piece of hardware...let's just say that they could learn an awful lot from Apple!
My 2011 MacBook Pro developed a fault recently with the graphics card, which basically rendered the dedicated GPU useless, meaning I couldn't game, watch TV or anything else on my laptop without using a third party app to force it to only use the integrated GPU (which certain games will not run on).
I took it in to the store expecting the worst, but was told that it was covered by some kind of extended warranty due to the particular issue being quite common (bearing in mind this machine is 4-5 years old and I'm not even the original owner when it was purchased from Apple) so I was expecting to have to pay for the repair, and was delighted to find that this wasn't the case.
When I go in to pick up the repaired machine, I notice that they have managed to put two (VERY small) chips into the lid of the laptop. I wouldn't have even mentioned it if there was any doubt that they were there when I took it in, but I knew they weren't, so I made it known that I wasn't too pleased about that, (but was still expecting to walk out of the store with a chipped laptop and an apology).
They immediately offered to replace the entire display, same day, and I now have it back with both a new logic board and a new display., which would have cost nearly £700 had I had to pay out for this myself.
Now I know it was their mistake which led to the necessity for the display replacement, however I still think that's an awesome example of how to treat customers.
I know people talk negatively about the price of Apple products, but if I knew I would get service like that overtime, I certainly don't begrudge paying a premium for it. Compared with another tech company that I also dealt with today about a faulty piece of hardware...let's just say that they could learn an awful lot from Apple!
Edited by BS30 on Wednesday 22 July 17:01
The problem we have is that we don't have Apple shops (yet) here in Belgium.
I think they're setting up the first in Brussels but then it's still going to take some time 'till they are widespread.
So when I had problems with my iGear, I needed to deal with various "regular" shops, who then had to deal with Apple and my experiences with that were anything but pleasant.
Though, this was two years ago now so things might have changed but from what I hear they hardly have.
I think they're setting up the first in Brussels but then it's still going to take some time 'till they are widespread.
So when I had problems with my iGear, I needed to deal with various "regular" shops, who then had to deal with Apple and my experiences with that were anything but pleasant.
Though, this was two years ago now so things might have changed but from what I hear they hardly have.
ecsrobin said:
Agreed. You pay a premium but you also get a premium after sales service.
I'm glad the OP got helped, that's great, but what you're saying there is boswollocks. You sometimes get good service, sometimes not.I could give you numerous examples of times there have been widespread and widely reported issues with expensive products and Apple have just shrugged. Usually they give in eventually, and from then on it's easy for customers with the same problem, such as the OP.
My most recent case of this is my old white Macbook's palmrest. Think I'm on the 4th now. The first replacement was like getting blood out of a stone. I had to go back with about 20 pages printed off a forum topic on their website before they would agree it's a common fault. The thing was about a month old and otherwise immaculate FFS. Second and subsequent times, they just took it straight away no problem.
My dad had similar problems with the GPU on his last gen Macbook Pro. Again, blood out of a stone to get it replaced.
Fraying cables on chargers another example. You would think it's great customer service how they replace them straight away now. Whereas my wife a couple of years back got told straight up that it was her fault for not putting it away carefully enough. Course mate, Chinny reckon. The cable quite plainly has piss poor strain relief, and even the most cursory Google search will reveal over 9,000 pages of people reporting the issue.
Edited by budgie smuggler on Thursday 23 July 12:06
I've had literally no problems with Apple customer service, always easy to work with, and bending over backwards to help.
I had a battery replaced on a MBA, noticed a mark on the display casing, brand new display was fitted.
Various iPhones with small faults, tiny things really. Wait until the warranty is almost out, go in and get a replacement phone for free.
Generally find people who don't get good service go in with the wrong approach, or find someone on a bad day.
I had a battery replaced on a MBA, noticed a mark on the display casing, brand new display was fitted.
Various iPhones with small faults, tiny things really. Wait until the warranty is almost out, go in and get a replacement phone for free.
Generally find people who don't get good service go in with the wrong approach, or find someone on a bad day.
budgie smuggler said:
I could give you numerous examples of times there have been widespread and widely reported issues with expensive products and Apple have just shrugged. Usually they give in eventually, and from then on it's easy for customers with the same problem, such as the OP.
Rubbish! You were just holding it wrong. Edited by budgie smuggler on Thursday 23 July 12:06
A couple of weeks ago I took a couple of my Philips Hue bulbs in to the Regent Street store two and a half years after purchase! One was dead and the other had started to flicker. It probably helped that I told them I'd invested in seven of them (all purchased from the same store). After a brief discussion they decided to replace them! Happy days.
My OH's iPhone 6+ stopped vibrating, and as we were in town we popped in, we left our details and was told we would to texted when were next in queue, sure enough, 40 minutes later, a text asking us to come back. Went there. He said "ooh, that's not right, we'll replace it. 20 minutes later we were walking back out with a working iphone, fully restored to as it was.
I've had an intermittent signal issue on a 4s before, which worked when I was in the town centre, but not at home, and they still swapped it out, on my word, which was nice! I guess I passed a attitude test?
I've had an intermittent signal issue on a 4s before, which worked when I was in the town centre, but not at home, and they still swapped it out, on my word, which was nice! I guess I passed a attitude test?
Every experience I have had with them has been exceptional.
Due to stupidity, I ended up getting water into the keyboard of a Macbook Pro.
It cost me to get it replaced - but they looked at the outer case, and said - it was is very good condition, but not perfect - we will replace the case free of charge though.
Had an iPhone that one of the buttons stopped working, instant replacement on the spot. I only had 4 days of warranty left.
Had an iPad - I bought from the US, when I was based there. Touch screen started to misbehave just outside of warranty
Replaced without question. I was expecting to pay for it.
On the day the Apple store opened near me - I bought a brand new Macbook Pro for the better half
Overnight - it died while installing updates. I was fuming.
Next day - I was camped outside the store - when the happy classy brigade were inside giving it all high 5's etc.
Door opens - I was the first one in - really annoyed.
First question was... "Hi, what's your name?"
Second question was "You bought that here yesterday - I remember you."
Third question was "What went wrong?"
Next statement was - "Go get a coffee- come back in 1 hour - we will get you a brand new machine - and we will do all the updates for you... and meanwhile have some vouchers..to spend on accessories.."
You do pay for the kit.
Buy it is very well engineered, and feels so much nicer than other brands to type on.
And you do get looked after when things go wrong.
I guess that is what makes them successful
Due to stupidity, I ended up getting water into the keyboard of a Macbook Pro.
It cost me to get it replaced - but they looked at the outer case, and said - it was is very good condition, but not perfect - we will replace the case free of charge though.
Had an iPhone that one of the buttons stopped working, instant replacement on the spot. I only had 4 days of warranty left.
Had an iPad - I bought from the US, when I was based there. Touch screen started to misbehave just outside of warranty
Replaced without question. I was expecting to pay for it.
On the day the Apple store opened near me - I bought a brand new Macbook Pro for the better half
Overnight - it died while installing updates. I was fuming.
Next day - I was camped outside the store - when the happy classy brigade were inside giving it all high 5's etc.
Door opens - I was the first one in - really annoyed.
First question was... "Hi, what's your name?"
Second question was "You bought that here yesterday - I remember you."
Third question was "What went wrong?"
Next statement was - "Go get a coffee- come back in 1 hour - we will get you a brand new machine - and we will do all the updates for you... and meanwhile have some vouchers..to spend on accessories.."
You do pay for the kit.
Buy it is very well engineered, and feels so much nicer than other brands to type on.
And you do get looked after when things go wrong.
I guess that is what makes them successful
Troubleatmill said:
Every experience I have had with them has been exceptional.
Due to stupidity, I ended up getting water into the keyboard of a Macbook Pro.
It cost me to get it replaced - but they looked at the outer case, and said - it was is very good condition, but not perfect - we will replace the case free of charge though.
Had an iPhone that one of the buttons stopped working, instant replacement on the spot. I only had 4 days of warranty left.
Had an iPad - I bought from the US, when I was based there. Touch screen started to misbehave just outside of warranty
Replaced without question. I was expecting to pay for it.
On the day the Apple store opened near me - I bought a brand new Macbook Pro for the better half
Overnight - it died while installing updates. I was fuming.
Next day - I was camped outside the store - when the happy classy brigade were inside giving it all high 5's etc.
Door opens - I was the first one in - really annoyed.
First question was... "Hi, what's your name?"
Second question was "You bought that here yesterday - I remember you."
Third question was "What went wrong?"
Next statement was - "Go get a coffee- come back in 1 hour - we will get you a brand new machine - and we will do all the updates for you... and meanwhile have some vouchers..to spend on accessories.."
You do pay for the kit.
Buy it is very well engineered, and feels so much nicer than other brands to type on.
And you do get looked after when things go wrong.
I guess that is what makes them successful
TBH I'd expect most of that from any upmarket store. You'd expect better service at Mercedes or BMW than at Ford or Vauxhall so why not with computers. Apple do a very good job and show the advantage of having their own stores.Due to stupidity, I ended up getting water into the keyboard of a Macbook Pro.
It cost me to get it replaced - but they looked at the outer case, and said - it was is very good condition, but not perfect - we will replace the case free of charge though.
Had an iPhone that one of the buttons stopped working, instant replacement on the spot. I only had 4 days of warranty left.
Had an iPad - I bought from the US, when I was based there. Touch screen started to misbehave just outside of warranty
Replaced without question. I was expecting to pay for it.
On the day the Apple store opened near me - I bought a brand new Macbook Pro for the better half
Overnight - it died while installing updates. I was fuming.
Next day - I was camped outside the store - when the happy classy brigade were inside giving it all high 5's etc.
Door opens - I was the first one in - really annoyed.
First question was... "Hi, what's your name?"
Second question was "You bought that here yesterday - I remember you."
Third question was "What went wrong?"
Next statement was - "Go get a coffee- come back in 1 hour - we will get you a brand new machine - and we will do all the updates for you... and meanwhile have some vouchers..to spend on accessories.."
You do pay for the kit.
Buy it is very well engineered, and feels so much nicer than other brands to type on.
And you do get looked after when things go wrong.
I guess that is what makes them successful
John Lewis is very good for all brands as well.
budgie smuggler said:
ecsrobin said:
Agreed. You pay a premium but you also get a premium after sales service.
I'm glad the OP got helped, that's great, but what you're saying there is boswollocks. You sometimes get good service, sometimes not.I could give you numerous examples of times there have been widespread and widely reported issues with expensive products and Apple have just shrugged. Usually they give in eventually, and from then on it's easy for customers with the same problem, such as the OP.
My most recent case of this is my old white Macbook's palmrest. Think I'm on the 4th now. The first replacement was like getting blood out of a stone. I had to go back with about 20 pages printed off a forum topic on their website before they would agree it's a common fault. The thing was about a month old and otherwise immaculate FFS. Second and subsequent times, they just took it straight away no problem.
My dad had similar problems with the GPU on his last gen Macbook Pro. Again, blood out of a stone to get it replaced.
Fraying cables on chargers another example. You would think it's great customer service how they replace them straight away now. Whereas my wife a couple of years back got told straight up that it was her fault for not putting it away carefully enough. Course mate, Chinny reckon. The cable quite plainly has piss poor strain relief, and even the most cursory Google search will reveal over 9,000 pages of people reporting the issue.
Edited by budgie smuggler on Thursday 23 July 12:06
I say it every time it's all about your attitude when you go into the store how you get treated.
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