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I love Apple Support :)

S

SR71

macrumors 68000
Original poster
Jan 12, 2011
1,604
372
Boston, MA
Today marks the day that I've had my MacBook Air for 14 days, and it also marks the last day that I have to return my MacBook Air to Apple.

So here's my story. I was playing on my MacBook Air yesterday in the morning and it started to creak when it was moved at certain positions and angles, and whenever I put my wrists on the palmrest area. I wouldn't have thought much of it, but I just paid $1300+ for this Mac and I expect it to be nearly perfect, and up until yesterday, it was. So anyways, my MacBook Air continued to creak all day yesterday and is still creaking today.

I finally had had enough of the creaking and called Apple Support. The person that helped me with my issue was VERY friendly, helpful, and seemed intent on getting my problem fixed. After giving him my information, he quickly looked up the issue and told me that a couple of the MacBook Air's have been reported to creak, but that it can be fixed by taking it to an Apple Store and having them fix it at no charge.

After telling me this, he quickly set up an appointment to talk to a Genius tomorrow at 4:00 PM. I was VERY surprised at how much the Apple Support rep seemed to care about my issue. I've owned a lot of laptops/PC's in the past and whenever I needed support, they always sucked. Apple Support was amazing and I couldn't have asked for a better experience.

This whole process took under 10 minutes, and for me the greatest thing about Apple's Support was that I COULD ACTUALLY UNDERSTAND THIS GUY! Once when I needed support from HP for my PC, I couldn't understand any of the reps at all and they didn't seem to understand what I was asking, so I ended up fixing the problem on my own, the Apple Support rep that I talked to, on the other hand, was friendly, clear in what he was saying, and intent on helping me fix my problem.

I love Apple. <3 :D
 
WillEH

WillEH

macrumors 6502a
Feb 8, 2011
769
5
United Kingdom
SR71 said:
Today marks the day that I've had my MacBook Air for 14 days, and it also marks the last day that I have to return my MacBook Air to Apple.

So here's my story. I was playing on my MacBook Air yesterday in the morning and it started to creak when it was moved at certain positions and angles, and whenever I put my wrists on the palmrest area. I wouldn't have thought much of it, but I just paid $1300+ for this Mac and I expect it to be nearly perfect, and up until yesterday, it was. So anyways, my MacBook Air continued to creak all day yesterday and is still creaking today.

I finally had had enough of the creaking and called Apple Support. The person that helped me with my issue was VERY friendly, helpful, and seemed intent on getting my problem fixed. After giving him my information, he quickly looked up the issue and told me that a couple of the MacBook Air's have been reported to creak, but that it can be fixed by taking it to an Apple Store and having them fix it at no charge.

After telling me this, he quickly set up an appointment to talk to a Genius tomorrow at 4:00 PM. I was VERY surprised at how much the Apple Support rep seemed to care about my issue. I've owned a lot of laptops/PC's in the past and whenever I needed support, they always sucked. Apple Support was amazing and I couldn't have asked for a better experience.

This whole process took under 10 minutes, and for me the greatest thing about Apple's Support was that I COULD ACTUALLY UNDERSTAND THIS GUY! Once when I needed support from HP for my PC, I couldn't understand any of the reps at all and they didn't seem to understand what I was asking, so I ended up fixing the problem on my own, the Apple Support rep that I talked to, on the other hand, was friendly, clear in what he was saying, and intent on helping me fix my problem.

I love Apple. <3 :D
Click to expand...


Hey SR71 :)

Good to hear! Apple do indeed have fantastic support, and I had a similar issue within a week of buying my MBP. They replaced it no questions asked. Unlike countless issues I had with Dell, and they refused to replace my faulty product! Enjoy the MBA :)
 
S

SR71

macrumors 68000
Original poster
Jan 12, 2011
1,604
372
Boston, MA
blueroom said:
Any time I've watched someone getting something fixed at an Apple store they seem to be pretty pleased about the ordeal.
Click to expand...

I'm more than pleased. From all the Laptop/PC Companies that I've dealt with in the past, Apple's Support is lightyears ahead in terms of customer satisfaction, customer service, promptly helping users fix issues they may be having, and just overall friendliness of their Support rep's.

ouimetnick said:
Thats standard Apple support. Sometimes they screw up, but I've never had issues with their support.
Click to expand...

This is true. Everyone makes mistakes, even Apple, but a real company that cares about customer satisfaction will own up to those mistakes and fix them if they should arise. That is what has happened here. The Apple Support rep admitted that some MacBook Air's experience this problem, but helped to show me how I can go about fixing my issue/getting it fixed at a nearby Apple Store.

WillEH said:
Hey SR71 :)

Good to hear! Apple do indeed have fantastic support, and I had a similar issue within a week of buying my MBP. They replaced it no questions asked. Unlike countless issues I had with Dell, and they refused to replace my faulty product! Enjoy the MBA :)
Click to expand...

I couldn't agree more! Dell and HP have the worst Support, in my opinion. They're slow to help you with your problems, they are hard to understand over the phone (or at least in my experience with HP they were), and lastly, they don't seem to care about customer satisfaction.

All in all, I'm extremely satisfied and couldn't have asked for a better experience.

Thank you Apple Support. :)
 
G

GD0X

Guest
Mar 20, 2011
97
0
Applecare really comes in handy if you have problems. I had an early '08 macbook pro with the faulty nvidia card. The entire thing must have been replaced before I sold it: two bad screens, multiple fans replaced, logic board replaced, hard drive replaced, and probably more, I'm just forgetting.
 
S

SR71

macrumors 68000
Original poster
Jan 12, 2011
1,604
372
Boston, MA
GD0X said:
Applecare really comes in handy if you have problems. I had an early '08 macbook pro with the faulty nvidia card. The entire thing must have been replaced before I sold it: two bad screens, multiple fans replaced, logic board replaced, hard drive replaced, and probably more, I'm just forgetting.
Click to expand...

Yeah, I was amazed at how caring the Apple Support rep seemed. He actually seemed like he wanted to help me get my problem fixed. In my experiences with Dell and HP, that has never happened. They have never really cared. Their reps seemed tired, bored, and unwilling to even address my problem a couple of times.

You can run a great company that makes great products, but in my opinion if your support sucks, it's not worth buying your products and I have learned this from experience after dealing with Dell and HP. This is especially true when it comes to laptop/desktop companies since people already spend thousands upon thousands of dollars on laptops/desktops themselves, in addition to buying accessories for them, warranties, and computer parts.

So, in my opinion it all comes down to how helpful a companies Support team is.
 
R

ravic

macrumors member
Jul 2, 2007
84
10
Well it does come at a price. Apple is not really selling $500 laptops like HP or Dell.

To HP and Dell's credit, their business customer support is not bad or their premium customer support is based in US ($99 additional). At the end of the day you cannot build laptops at the margins they have and pay US pay scales for support.

I definitely had great customer support experience with apple customer support for my apple devices.
 
S

SR71

macrumors 68000
Original poster
Jan 12, 2011
1,604
372
Boston, MA
ravic said:
Well it does come at a price. Apple is not really selling $500 laptops like HP or Dell.

To HP and Dell's credit, their business customer support is not bad or their premium customer support is based in US ($99 additional). At the end of the day you cannot build laptops at the margins they have and pay US pay scales for support.

I definitely had great customer support experience with apple customer support for my apple devices.
Click to expand...

I bought a $1k PC from HP and wanted to add in a new GPU, so I called Customer Support (I called US Customer Support). When someone answered, I asked what the dimensions were for the PC. He said he did not know. I asked him to look it up, he said the PC could not be found (this was a 1 month old PC). Be aware that it was extremely hard to understand this guy... he literally had the strongest accent ever. After arguing with him to convince him that the PC dimensions can be found, he ended the phone call. I then called back and got a new Support rep. This time a woman picked up and she also had a very strong accent was hard to understand. Again, I asked for the dimensions for the PC and guess what happened? She just hung up without even giving me a response. This same behavior came from all 6 reps that I talked to. On the 7th rep, I finally got someone that spoke English clearly and unlike the other reps I had previously talked to, she was very friendly and helpful. Again, for the 7th time now, I asked what the dimensions for the PC were and guess what happened this time? She pulled them up for me in 30 seconds.

I had 3 experiences like this with HP, all about different things that I needed assistance with.

So yeah lol... I was amazed with Apple's Support today. HP's, not so much haha.

Long live Apple. :)
 
S

SR71

macrumors 68000
Original poster
Jan 12, 2011
1,604
372
Boston, MA
Cheffy Dave said:
I would take it to the store, all they will have to do is remove the screws in the back, and put them back in the proper order, squeaks will be gone;)
Click to expand...

Did just that. Went to my Genius Bar appointment an hour ago, and now it's fixed. No more creaking. :)

I love Apple's support. ;)
 
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