MBA died, paid for replacement ultimate

[KPOM]

Entitlement police woo woo. As consumers, we're fine with it, because we don't need business class turnaround, and most of us probably have access to a 2nd machine in case of emergencies.
Oh, by the way, I was a Dell loyalist for years before my first Apple. I had 3 that needed repair, only once did someone come out the next day - the other 2 times, we had to wait for parts, which took a week. To be fair, the parts were non standard - RAM and a hard drive

I see the OP's point, though. We pay a premium price for Apple products, and we only get a 1 year warranty. Apple Care is another $249. A loaner or 24-hour replacement program would be nice.

For what it's worth, I did have a Dell with a 3-year onsite warranty that I got for about the same price as Apple Care. The motherboard threw out an error code in year 2. The tech was on site the next day. For all of Dell's faults (and there were many, including over-reliance on an offshore tech support line), the onsite service was good.

 

[KPOM]

From a technical standpoint, it was pretty interesting to hear them say that they couldn't even determine the problem. Seemed to be some kind of short on the motherboard and/or keyboard. The whole sealed/soldered component thing is definitely a downside when it comes to quick and dirty repairs. But it does make for light and pretty!

True. That is definitely a downside. If the RAM chip goes south, Apple needs to replace the entire logic board. I'm assuming they can de-solder the RAM later on and put the logic board in a refurbished machine, but it's a lot different from just being able to swap out a RAM chip. The SSD is replaceable, though.

 

[jenzjen]

I see the OP's point, though. We pay a premium price for Apple products, and we only get a 1 year warranty. Apple Care is another $249.

Right, but herein is exactly my point. You know upfront exactly what you are buying - Apple with a 1 year warranty - and you *still* buy it anyway vs the Dell with its super warranty.

Apple does not have an obligation to have a warranty like Dell's along as people - myself included - are more than happy to keep buying their product.

For your vision to come true, you need someone to start giving Apple some real competition so they start to lose in these head-head comparisons.

 

[Dammit Cubs]

Im actually curious of the long term use of SSD's. Yes, they should be more reliable then a HDD but I'm always cautious of cycling with SSD's.

Thankfully the OP was able to get a new computer and even better.....an ultimate!!!

 

[molala]

Now that my applecare contract is null anyway (new computer) I am going to check into alternatives for the new machine and potential future ones...

Did they not let you move the Applecare to a new machine? Or did they at least refund you our unused Applecare coverage (2+ years)?

 

[KnightWRX]

I'm concerned because it took 8 hours of my day and over $200 to get a reasonable resolution, and if that particular biz staffer hadn't been in on a Sunday I probably wouldn't have gotten anywhere. I don't know about you, but my time is more valuable than that. Considering I paid $1,700 less than 3 months ago for the machine and the magical applecare warranty, I find it odd that I can't get next-business-day replacement for parts/service the way I do on my Dell machines. Being without the machine for 7 days is ridiculous.

I think your problem is you failed to realise Apple doesn't offer business level SLAs. If you have critical business needs, go with a vendor that offers SLAs that will work for you.

 

[ReelAction]

AppleCare is people oriented and not tech service oriented

Like other posts, I was a Dell user, from 1998 - 2008, and now rely on a MBP. I am self employed, rely on my laptop daily, and frequently travel overseas. Needless to say I obtain extended warranties, since being "dead in the water" for over a day or 2 will detrimentally effect my biz. And lugging a backup laptop is not a practical alternative.

On 3 occasions during my Dell days, an HD failure while in Singapore, a broken hinge (which could have disabled the display) in Hong Kong, and a failed USB port locally in the US, I needed and contacted Dell support. In each instance they diagnosed the problem over the phone, were at my location with replacement parts and performed repairs within 48 hours. To say the least I was impressed.

I have required AppleCare on 3 instances in the past 3 years, with one being in Hong Kong (mother board failure), which has left me longing for better tech support. On 2 occasions it has taken 3 trips to an Apple store to have repairs performed, and was lucky enough to be within 1 hour of these locations.
The AppleCare personnel have been friendly, professional, and apologetic. But appear to be limited to following a "rigid process" that is not tech service oriented. It doesn't take a rocket scientist to set up spare parts depots, and provide technical training to quickly diagnose and repair computers, during product launch and lifetime, but unfortunately this does not appear to be a priority for Apple.
Not sure, but tend to think that Apple still perceives their products being used as entertainment tools, that users can do without for extended periods of time as opposed to time critical productivity tools for the business environment.
IMO - if Apple doesn't improve with respect to timely tech support, their ability to expand into time critical markets will be limited, and I for one hope they do improve.

 

[pesos]

Did they not let you move the Applecare to a new machine? Or did they at least refund you our unused Applecare coverage (2+ years)?

I have to call Applecare and deal with them separately to see what they will do. Will probably try to get a prorated refund as I'm not impressed with the coverage. Would rather see how things go for the next year before making the decision again.

 

[Stev0lution]

This is one of reasons Apple hasn't made inroads into more business sales. My company buys all Dell equipment with next day on-site service and Dell charges less for the coverage than Apple does for their AppleCare warranty. Given the billions in profit Apple makes ever month they should spend some of it on better warranty service. In many cases it takes up to a week to get an appointment at the Genius Bar and then takes time away from the office to boot. Dell will send a service tech to your office and fix most issues right in the cubicle next to you - versus you standing at a counter in a crowded store waiting for a diagnosis.

Come on Apple - you need to offer a Business Class Service plan alongside the consumer version.

Albeit I've had good experiences with Apple's customer service I can also vouch for Dell's customer service. At school, our IT guys are Dell certified techs that will diagnose and repair our Dells w/in 24 hours while we're given a "loaner" laptop. If they don't have a part in stock, Dell will overnight the part and we're usually back up and running w/in a day. Dell's version of "AppleCare" is also more comprehensive... I spilled coffee all over my E6400 once a couple of semesters ago, and without any questions, I had a new motherboard put in the next day. Apple would never cover anything like that.

That said, I still enjoy using my MBP more than my Dell =)

 

[BigBeast]

Um. Why?? Sounds like they took pretty good care of you with the CPU upgrade and SSD upgrade. Do you really think Dell or HP would do that for you?

I'm always amazed at the bizarre sense of 'entitlement' displayed by many Mac owners these days.

Agreed. I get pissed off when people think that they're such a big freaking deal and that the company who sold them something should bend over backward for them.

Apple has great customer service. When I've had to use my Applecare for repairs I was always happy to receive friendly service. Yeah- I may have had to wait a few days since some things are more difficult to obtain and require more knowledge- such as advanced diagnostics and soldering- to replace.

"I think it's a big hole in Applecare that there is no 24 hour advance RMA-type of option. 7 days of no machine simply isn't tolerable considering the cost."

Does it sound like I did? I am commenting on my surprise at the limited nature of AC, not saying I'm owed something not spelled out in the contract. Hence my concern for the next time around, and dismay re: the idea of expanding apple hardware into my business. Sorry that someone peed in your cheerios this morning

YOU are the one that peed in his cheerios- when your ignorance in computer technology causes you to make unworthy comments.

A turn around time of 7 days is actually decent considering they needed more time for diagnotics, needed to order parts, needed to desolder, resolder, and then test your system to make sure your problem was fixed- along with OTHER CUSTOMERS they have. You're not the only one who needs service.

And then even more ridiculous- you aren't satisfied that they split the cost with you. You actually came on here to COMPLAIN!

Do us all a favor and stick with PCs if you're so enamored with their service and enjoyment.

 

[BigBeast]

Another one...?

great points....Not my problem...i always get my own way thanks to mastercard.

you dont let companies walk over you,you would have no issues.

sad how many people let companies walk all over them....i pity them.

Some consumers a crazy! You'd rather come in and ruin someone's day because of this feeling that you're so entitled- that since you've bought a certain product from a certain brand, that they should cater to your every need. False.

I don't let a company "walk all over" me. I allow them to fix my problem in a reasonable (7 days for THIS problem was certainly reasonable) amount of time and am thankful that when I get my problem fixed.

I pity the person you talk to- someone who's just trying to help out and didn't even cause your item to break- who you more than likely address in a rude tone and a sense of undue entitlement when it's "not your problem" and you "always get your way."

 

[MacModMachine]

Some consumers a crazy! You'd rather come in and ruin someone's day because of this feeling that you're so entitled- that since you've bought a certain product from a certain brand, that they should cater to your every need. False.

I don't let a company "walk all over" me. I allow them to fix my problem in a reasonable (7 days for THIS problem was certainly reasonable) amount of time and am thankful that when I get my problem fixed.

I pity the person you talk to- someone who's just trying to help out and didn't even cause your item to break- who you more than likely address in a rude tone and a sense of undue entitlement when it's "not your problem" and you "always get your way."

you you got it, im always angry to anyone, and i almost always get my own way !

and you do let company's walk all over you, broken out of box = instant replacement.

i always make sure of that.

good luck