Apple customer service

[campbellcj]

Wow, I didn't really expect much response to what was admittedly a rant; however, it is interesting to hear that this is pretty standard behavior for Apple.

I currently have more than 20 computers of various types of sizes, and have been using the little (and big) suckers for 25 years now, but I have rarely had occassion to deal with manufacturer/dealer returns or even tech support. (Back in college I WAS a certified tech support rep for Apple, doing warranty repairs for the early Mac's and LaserWriters at UCSD.)

I certainly agree that it would've been ideal if my wife more precisely knew what she wanted before buying, but on the other hand, having a growing small-business owner (and iPod/iTunes user too) "eat" a >$2000 machine does not seem like good biz to me!

I've kinda taken a liking to the thing -- awesomely engineered even compared to my top-line Thinkpad w/ similar specs -- so we'll probably keep it as a home unit and get another for her office.

Thanks again for the comments; I'll post again if anything interesting happens with this story.

[techweenie]

Chris, I have a client switching to Mac who might want to grab that MacBook Pro from your wife. PM me if that interests you -- let me know what you want for it,

[Ronbo]

Originally posted by campbellcj
it is interesting to hear that this is pretty standard behavior for Apple.

I don't know. The couple of times I had issues with Apple products they did go the extra mile to ensure my satisfaction. One was for an iPod that I received as a gift, that after about 6 months stopped working. I had no receipt, and never registered it. Took it to an Apple retail store and they gave me a new one, no questions asked. Same for a Mighty Mouse I received as a gift, which I neglected to return in over a year. They gave me store credit on that, which was fine. Granted, these were much smaller then the return of a new computer, but it impressed me nevertheless. I'd bet your experience would have been the same if it wasn't for the CTO build.

[techweenie]

The one exception to Apple expectations is, as Ron points out, the Apple retail stores. What other manufacturer gives you support for free, in person, on the spot for an out-of-warranty product?

[stomachmonkey]

Originally posted by campbellcj
having a growing small-business owner (and iPod/iTunes user too) "eat" a >$2000 machine does not seem like good biz to me!

I feel your pain but Apple are not making you "eat" a $2000 machine. The only way you'd be "eating" it is if you left it in the box and never used it or flat out gave it away.

Devil's advocate here, you are asking Apple to eat a $2000 computer because your wife did not order what she wanted. I really fail to see how that is their fault in any way.

Now granted they can and will resell it as a refurb thereby losing money on your wife's decision.

Nothing is stopping you from selling it at a partial lose and paying the price for your wife's decision.

Good luck, I sincerly hope it works out the best for you.

Regards,
Scott