Leaving Apple

[infidel69]

Sorry about your bad luck. But it seems like you didnt follow-up or were aggressive enough. I woud have kept calling Apple on those issues until they took care of them... You are paying your hard earned money don't feel like you are bothering them by not following up and hounding them until they take care of you.

After a while you get tired of getting knowhere and say enough is enough I'm taking my business elsewhere.

 

[entatlrg]

My MBP has had 3 batteries in less than 3 years and now needs a fourth. AppleCare says it is within their numbers and that I have to live with 1 hour usage!

The powerpack on my MBP died in Feb. AppleCare sent a replacement but sent the wrong cable. I returned the cable and complained to Apple but they never replied and never sent the right cable, despite paying for AppleCare. I had to do a 250 mile round trip to replace the powerpack at my own expense.

When I bought the MBP and a 30 inch monitor 3 years ago, it had a problem connecting. I called Apple but they couldn't help. They promised to find a solution and call back within 24 hours. 3 years later, they still haven't called.

The main logic board on the MBP died and had to be replaced.

When the lid of the MBP closes it is slightly warped on both sides - looks like a banana.

Since the logic board was replaced, the top of the MBP (next to the track pad) has been loose and it moves up and down. Just a mm or two, but it is annoying and not what you'd expect from a premium product.

I also bought a Time Capsule when I bought the MBP and 30 inch screen. That also died and had to be replaced.

So, after switching to Apple 3 years ago, it looks like it is time to switch back (on a personal and on a company level) to another PC maker: hoping to find one that offers better service and better quality products.

Love OSX's reliability and productivity, but the hardware and service have been a let down.

Just sorry to all the people who I convinced to switch to Apple: I was wrong in the advice I gave.

Apple did not get where they are today by putting out low quality products and poor customer service.

I'm wondering if you're maybe part of the problem too Sir? In every case you mentioned above maybe a follow up phone to Apple may of resulted in the service you're looking for and an apology for not getting back to you. A call to a Supervisor also brings a quick solution.

As far as driving 250 miles each way, well there is Mail and Courier services.

 

[MacHiavelli]

I'm sorry you had poor experiences with Apple hardware. Those last generations of the Aluminum MacBook Pros haven't been Apple's best products in terms of long-term reliability, and those first generation Time Capsules were notoriously unreliable. Sounds like you just had a lot of bad luck / bad timing in your purchases.

The Unibody MBPs are much, much better built than the older Aluminum MBPs. As far as I can tell, the newer Time Capsule models are not plagued with the same problems as the original, though I am still fairly resistant to recommending them to people.

In the interest of expanding your data set a little bit: of the other 27 people who bought Macs on your recommendation: how are theirs holding up?

People are all having good experiences and have Macs, iPads, iPods and iPhones.

We have an office full of Macs and are happy with all the others.

It's Apple's service that is the main let down.

 

[zap2]

Apple did not get where they are today by putting out low quality products and poor customer service.

I'm wondering if you're maybe part of the problem too Sir? In every case you mentioned above maybe a follow up phone to Apple may of resulted in the service you're looking for and an apology for not getting back to you. A call to a Supervisor also brings a quick solution.

As far as driving 250 miles each way, well there is Mail and Courier services.

Logical Fallacy!! Blaming the victim. It is not his fault if the technology is failing and Apple isn't help him quickly. Could you have done something different? Perhaps, but blaming the person with the fault Mac and bad luck is not the way to go.

 

[SevenInchScrew]

Logical Fallacy!! Blaming the victim. It is not his fault if the technology is failing and Apple isn't help him quickly. Could you have done something different? Perhaps, but blaming the person with the fault Mac and bad luck is not the way to go.

[*LTD*]

Clearly he is at fault here. We all know Apple make nothing but perfect products, designed to magically enhance our perfect lives. If he was having problems, perhaps he should reevaluate his life, and not the magical laptop or Apples award-winning service.

[/*LTD*]

 

[*LTD*]

[*LTD*]

Clearly he is at fault here. We all know Apple make nothing but perfect products, designed to magically enhance our perfect lives. If he was having problems, perhaps he should reevaluate his life, and not the magical laptop or Apples award-winning service.

[/*LTD*]

He's entitled to his anecdotal opinion. I have no problem with it. Carry on.

 

[jegbook]

I will say I think I've had at least one repair under AppleCare for each of the last 3 Apple laptops I've owned since 2004: 12" iBook G4, cracked case plastics; 12" PB G4, can't remember the original problem, but had Apple replace the machine after 4 crappy repair jobs; 2007 BlackBook, screen replaced (logicboard also replaced due to kernel panic issue, which ended up being a software issue).

My 13" 2010 MBP has some yellowed areas towards the bottom of the screen. At a convenient time before my 1 year is up, I'll get the screen replaced.

I will say if you can avoid having an Apple laptop sent to their depots for repair, do so. Try to to go an Apple Store that is authorized for laptop repair. Their depots aren't so great.
Strictly speaking, Apple is to blame, but at the same time, it's not actually Apple employees repairing the laptops. Those folks work on many brands, I believe.

Whatchya gonna do?

 

[res1233]

REPENT OP! Leaving the cult shall result in doom! Pray to our lord Steve Jobs and beg his forgiveness! In all seriousness though, you should consider that new business-oriented service that apple announced recently. "Joint Venture" I believe it's called. I'm not sure how good it is or what it provides exactly, but i believe it's like applecare, but for businesses. AppleCare is more consumer-oriented. Business-oriented services usually imply a higher degree of reliability, but not always.

http://www.apple.com/retail/jointventure/

That may have been what you were missing all along.

 

[Fubar1977]

Sadly, Apple don`t seem to be interested in the business market, so they are not geared up for business users in the same way as a company like HP or Dell.

I do use Apple almost exclusively for my business but I am very aware that they lack the sort of on-site business support I`d get from a major PC maker.

That said, I have had NO down time since switching to Mac, the better reliablilty I`m getting is more than compensating me for the lack of on-site service.

Sorry your experience has been poor but Dell are just waiting to take your money

 

[res1233]

Sadly, Apple don`t seem to be interested in the business market, so they are not geared up for business users in the same way as a company like HP or Dell.

I do use Apple almost exclusively for my business but I am very aware that they lack the sort of on-site business support I`d get from a major PC maker.

That said, I have had NO down time since switching to Mac, the better reliablilty I`m getting is more than compensating me for the lack of on-site service.

Sorry your experience has been poor but Dell are just waiting to take your money

This used to be true, but clearly apple has renewed interest in businesses if they provide Joint Venture. No on-site support yet, but this is a very new service at this point.

 

[W1MRK]

Sorry to hear of your issues. I can understand why you are upset.

 

[Abstract]

Apple did not get where they are today by putting out low quality products and poor customer service.

I'm wondering if you're maybe part of the problem too Sir? In every case you mentioned above maybe a follow up phone to Apple may of resulted in the service you're looking for and an apology for not getting back to you. A call to a Supervisor also brings a quick solution.

As far as driving 250 miles each way, well there is Mail and Courier services.

It's his/her fault for expecting decent customer service from Apple Care without having to call back a few times, or ask for a manager?

 

[Apple OC]

Thanks - have loved OS X. Heart is with Apple, but the hard facts mean we'll now look at other suppliers.

I think your situation is isolated an not the norm ... good luck in your quest for alternate suppliers

 

[blueroom]

I wonder why three batteries failed after a year each?

Environment? Heat? Constant high power draw? Unusual charging habits? Deep discharge usage? Hardware problem?

What does Coconut battery say?

 

[Stella]

No company is perfect, including Apple and there's always going to be people who have had a bad experience.

My current Apple laptop has had around 5 AppleCare repairs in 3 years.... still, its still a great laptop.

Sorry the OP has had a bad experience. Hopefully you'll look again at Apple in a few years time. Apple could do a lot more for after sales service, such as home repairs, increase warranty time etc , instead of having to go to your closest AppleStore ( if your lucky enough to have one close by - not a problem ) or mail the machine back.

While Apple understands consumer sales, they don't really have a clue on corporate sales and support - compared to other PC companies. There is plenty of evidence on these forums alone..

I hope things go better with your next chosen computer model.

 

[MacHiavelli]

It's his/her fault for expecting decent customer service from Apple Care without having to call back a few times, or ask for a manager?

Have got to agree with that.

I shouldn't have to complain to get decent service.

I shouldn't have to teach Apple how to offer customer service.

I've got clear faults with the MBP and clear issues where Apple have not provided the service they have already been paid to offer.

 

[MacHiavelli]

A little update: the MBP is now saying "service battery" - and what are Apple and AppleCare doing?

Nada.

 

[*LTD*]

Did you use your MBP a lot while it was plugged in? In other words, did you use it to double as a "desktop"?

 

[KingYaba]

My current Apple laptop has had around 5 AppleCare repairs in 3 years.... still, its still a great laptop.

I don't understand how that can be a great laptop if it needs to be fixed five times in three years.

 

[v5point0]

Why don't you build a Hackintosh, since you like OS X but prefer not to pay for a premium which in your case only gives you bad service.

 

[Stella]

I don't understand how that can be a great laptop if it needs to be fixed five times in three years.

Because after three years the laptop still feels fast. Unlike other Apple laptops ( PPCs ) that have felt like slow clunkers after just 12 months ( new software requiring faster processor speeds that PPCs weren't capable of ).

Yes, its been unreliable but ignoring the breakdowns, its been an absolute joy to use. So, its the Intel Core Duo that has made the different - its stood "the test of time". Also, I just like the feel of the 2008 Macbook Pro... the keyboard is far better than current models - still has the ExpressCard slot.

 

[MrWillie]

Sorry about your bad luck. But it seems like you didnt follow-up or were aggressive enough.

Or too aggressive. I never had a problem with an Apple product, but my mother brought her G5 iMac to the Apple store in Nov2010 and they tuned it up for her and doubled the ram. No charge. Was it because she was nice and not aggressive ? Could be. Could also be that she is also a woman. Doesn't matter, it works better now than the day she bought it.

I've just counted and can point to 27 direct people who have bought Macs on the back of my evangelising.

Thanks for the good luck - feel I need it. Love Apple, but just not got the reliability or service.

Do love Apple, but just can't go on paying for flakey products and flakier service.

How satisfied are the 27 other people. Take a look at their experiences before passing judgement. You could have gotten a cranky tech support guy that took something the wrong way and flagged you as belligerent. (Not saying you were, please reread last sentence.)

Apple's closed ecosystem makes it a very love it or hate it sort of relationship, with no room for a middle ground.

Please explain. If you are talking about OSX on only Apple hardware, that's why it works so well, but the ecosystem is far from closed.

Must say I have been very impressed by the calm responses and comments from other Apple users I've received here, on Twitter and by email.

The Apple fraternity presents itself as such an intelligent, considerate and articulate community.

That adds a lot to the whole Apple-owning experience.

Stay off the iPad forums then.

 

[G4er?]

After 18 years I'm considering leaving Apple too. Not because of service or quality but the lack of appropriate product. While I have a PowerMac G4 the Mac Pro has simply gotten too big and too heavy. But it is the only Mac that seems designed for how I feel a computer should be made. Easy to open case, jacks and ports on front, internal expandability. But price and size and horsepower are really more than I need.

I do not want to deal with the limitations the designs of the mini and iMac would force on me.

Apple has this huge gap between the $699 mini and the $2499 Mac Pro that is right where the product I want fits. Mid sized, easy to open case, some internal expandability (room for 2 hard drives and optical drive) and some jacks and ports on front for ease of use. It could be a headless iMac in a mid sized case and I would beat down Apple's door to buy one.

As it is I'm close to beating a retreat.

 

[MacHiavelli]

I wonder why three batteries failed after a year each?

Environment? Heat? Constant high power draw? Unusual charging habits? Deep discharge usage? Hardware problem?

What does Coconut battery say?

Coconut said 205 cycles and 72%.

Did you use your MBP a lot while it was plugged in? In other words, did you use it to double as a "desktop"?

Yes. I was *sold* the MBP as a desktop replacement with a 30" ACD and I use it all day hooked up to the ACD.

If I run it off battery, it gets sluggish when hooked up to the ACD, so I run it on mains all day and then discharge the battery in the evening when I continue to work on it from home.

Took the MBP to an Apple store yesterday as I happened to be passing one.

They disagreed with the AppleCare support people (on the phone) and said that the battery should be replaced.

So I now have a brand new battery. Coconut says 2 cycles and 98%.

I ran it on battery this morning (without the ACD) and it lasted 2 hours. Not great.

 

[*LTD*]

Well I won't pretend to know your exact habits, but running the MBP off mains (plugged in) all the time is a sure way to destroy your battery well before its time. This goes for *any* laptop/notebook.

Unsuspecting users think they are doing themselves a favour by having it plugged in all the time, but the reality is just the opposite. If you know that you are going to be plugged in for a long period of time (i.e., all day), then remove your battery and give it a rest. This will maintain the health of your laptop battery and save you money.

Again, I'm not sure what your exact habits are, but I get the sneaking suspicion that you killed your own batter(ies) through poor battery maintenance.

I'm saying this because it's also happened to me and I had to learn the hard way.