After browsing here for 3 years I think positives need to be posted along with all the negative that people post up here downing Apple's customer service. I send a Macbook rev. 1 in for repair. The only thing wrong with it was the discoloration of the plastic nothing else. It ran just perfect. Well, 2 days after I send the Macbook in I had a package come to me from Apple. I opened it, and they had sent me the wrong computer. They had sent me someones computer. I called Apple and sent it back to them. They said they were going to try and locate my computer. Luckilly I had taken both 1gb sticks out and the 120gb hard drive I had put in there. To make a long story short they can't find my computer, but are giving me a brand new one with the Core 2 Duo, and better than that is they are letting me upgrade to the black macbook for $400 more, and I get a fresh warranty of 1 year. I was going to sell this one because my wife wanted her 12" Ibook back, so instead of getting $750 on Ebay for the computer Apple basically gave me credit of $1100 on a new one. Thanks Apple for taking care of your customers.
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Apple Is Fantastic with Customer Service!!!!!
- Thread starter cliffrouse11bas
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Err they lost your computer and offered to replace it 
wow what great service.
Seriously that's the least they could do, and offering you a black upgrade for $400 more ? Err they win again (unless you mean they are giving you the black upgrade free as your post is a bit hazy in that regard, please let us know how are they great ? I'm lost.... )
wow what great service.Seriously that's the least they could do, and offering you a black upgrade for $400 more ? Err they win again (unless you mean they are giving you the black upgrade free as your post is a bit hazy in that regard, please let us know how are they great ? I'm lost.... )
They way I look at it is. I get a brand new computer. It was just an extra that I was going to sell anyway. They could have taken a month and probably found my computer, but they just went right ahead and replaced it with a brand new one.
I do not think you would be so chirpy if they had lost your main laptop with your hard drive in it and simply offered to throw a new computer at you.
I had completely wiped the harddrive that was in the MacBook. I would not have been so happy it I was actually my main computer, but I use my Imac and my wifes Ibook 12".
They shouldn't have lost it in the first place, mine went missing as well while being fixed for RSS, but that was a apple certified retailer, not apple themselves. And they did manage to find it, but it left me without my main laptop for...3 and a half weeks. Only to tell me the computer didn't fall under the serial range of those affected by the RSS and that also the yellowing casing wasn't covered by warranty.
I have to agree with other in that this is appalling service. They sent you SOMEONE ELSE'S computer! Well, if I sent my computer in for repair I wouldn't be very happy if they sent it to someone else - think how much personal info is stored on a computer. I wouldn't want to erase everything just for a repair...
Sending a personal computer to the wrong person is outrageously bad...
Sending a personal computer to the wrong person is outrageously bad...
'Nasty'? Care to elaborate on that? Was the condition of it worse than yours? What exactly does 'nasty' mean?
This is terrible service on too many levels to list. Giving a freebie because of major **** ups does not make it good service. You're lucky that you didn't need anything on that hard drive.
I feel sorry for the poor person who's computer ended up in your lap. What do do you think that chances are that Apple informed them of the screw up? I'm guessing slim to none, and no freebies there.
I feel sorry for the poor person who's computer ended up in your lap. What do do you think that chances are that Apple informed them of the screw up? I'm guessing slim to none, and no freebies there.
I agree this was a major slip up on Apple's part, but I feel it has worked out in the best interest for me at this moment. The laptop that came to me had an administrative password so I didn't access the computer at all. If anyone has ever had to deal with Dell or HP Apple still handled this very well. That is just my opinion.
I'm glad to hear Apple took care of you after losing your MacBook and that you didn't have to fight with them over it, but Apple definitely messed up on this one. It makes you wonder what type of internal process Apple has for repairs. I've only had my PowerBook serviced at an Apple store. They replaced my motherboard once. They ordered the part and called me when it arrived. I dropped my PB off and got a call two days later letting me know it was ready for pickup. All in all it was a very good experience.
I don't think I'll ever mail my PB or MB off. From everything I've heard its a crap shoot between getting it back in good condition, with new scratches, new issues, problem not corrected or now, not getting it back at all.
Does anyone know where MBs/MBPs go to be repaired? Are they serviced in the US or elsewhere? Does Apple contract the service out to another company or is it in-house?
I don't think I'll ever mail my PB or MB off. From everything I've heard its a crap shoot between getting it back in good condition, with new scratches, new issues, problem not corrected or now, not getting it back at all.
Does anyone know where MBs/MBPs go to be repaired? Are they serviced in the US or elsewhere? Does Apple contract the service out to another company or is it in-house?
Yeah, Apple often seems to do so poorly with repairs, quality-control etc that when they actually do provide great service to try to fix it you end up feeling that they're fantastic! Truth is, they messed up and they SHOULD do everything they can to make you happy.
I don't think I'll ever mail my PB or MB off. From everything I've heard its a crap shoot between getting it back in good condition, with new scratches, new issues, problem not corrected or now, not getting it back at all.
Does anyone know where MBs/MBPs go to be repaired? Are they serviced in the US or elsewhere? Does Apple contract the service out to another company or is it in-house?
They beat the hell out of my Macbook when I had to send it in for service. Sure, they ended up replacing the case, but I was without my computer for a month because of their mess up. I don't view fixing something that they shouldn't have broken to begin with, good service. That's called damage control, not service.
When my Macbook went in for service, it went to Texas. I live in Iowa. I think Apple has different service locations for different regions.
I couldn't agree more. After they pulled what they did on my Macbook, I had half a mind to bitch and get myself a new computer, just because of all the trouble they caused. Ultimately, I decided that would be unreasonable, in my case, but I do think that a lot of people have reasonable arguments to expect new equipment for the screw up.
I have had several warranty claims associated with an old Compaq I had and Apple's customer service beat theirs 1000 to 1. That is what I am saying.
Just because one company's customer service is beyond bad, it does not mean that "less bad" is good...
I thought Apple gave me great customer service as well...until I realized that the reasons I thought so was that all the macbooks and macbook pros I had bought were defective and that I had spent countless frustrating and stressful hours dealing with idiot geniuses who kept saying everything was 'within spec'. When Apple executive customer relations finally took over, it was like coming to heaven! Yet, of course, I would have wished that Apple made quality products to begin with, instead of wasting customers' time and causing disruption in work first, and then trying to fix it later. I'd prefer good quality products and good quality control and mediocre service to poor quality control, defects and good service.
Agree I think once I was transferred to someone of a higher authority the relations got much much better. So the gist of the story is if you are having a problem go high as possible to resolve the matter.