Oh man, I just had the greatest customer service experience.
Big deal you might say - but hey I live in France where usually the policy is "The client is NEVER right" and the now internationally famous "The customer is NOT king".
I called Apple, explained my woes and they gave me 2 exception case numbers to use with any agreed Apple service provider.
Here's how the story goes:
I got myself a case of the terrible yellow line (yeah they even made a blog about it) on my iMac and on the other hand a terrible case of MacBook casing cracking EXACTLY like this one.
The person on the phone just took my serial numbers and swiftly handled the case by providing me with what we know as "exception codes". Which means they will cover the repair fees exceptionally -it's beyond the guarantee, mind you.
If there are such many cases then I imagine this does not come cheap for Apple, if I am not mistaken, in the case of the iMac's yellow lines (according to some) the cause might be that the graphics chip is doomed and it needs replacement, some say it would mean the whole motherboard.
On the other hand for the MacBook it would be a case of just replacing a much less expensive part but hey, someone's got to pay the technician right? Apple will.
What's the big deal? you may ask again, well, for the most part, I do not intend to sell or replace my toys. Back when I was a Windows user I just could not care less, upgrading or replacing a computer would never be a problem for me, -Yes I can still buy my parts and build my own system I do that for friends who would want a cheap Windows computer.
But when you have a working relation with a Mac (musician stuff meaning not just for email, browsing and chat) I'm talking about the kind of relationship where your gear is always there, working, stable, ready you can't help but thinking or feeling that your material has a life of its own, like say, a musical instrument.
If you think I'm saying crazy stuff, believe me, I know how you feel.
I used to ridicule and completely dismiss any such relationship a Mac owner would have with its machine as complete baloney.
To be honest I know some of you might not have rosy Apple customer care stories like mine, come here and share them, good and bad.
Cheers.
Monday, May 4, 2009
Apple repairs my 2 old Macs free of charge - I love you
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3 comments:
I've had the dreaded yellow line on my 2006 iMac, and they fixed it too, a year out of warranty... Great service. Thing is, 2 months later, they came back... So it seems more than just the screen that was broke.
Once, after a failed attempt at dual-booting, i was faced with having to reinstall my os. My macbook had come with Tiger on it, and I had never actually paid for my copy of leopard. When I took it up to the apple store, they sat me down, hooked up a bootable firewire disk and installed leopard for me, no questions about if i had bought it, or if i had applecare (which i did).
For me, Macs have been hardy machines. I've not yet had to deal with any major problems. I suspect that will happen when I get my first really good film gig.
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