Thanks in advance for any input, and for reading this long post. I'm trying to determine how strictly Apple adheres to its customer satisfaction and return/exchange policies for orders placed through the online store, especially for custom MBP configurations. Let me give you a little background for context:
I've been through hell and back with MacBook Pros in the last year. Only two of the (now) thirteen I've owned have been without one or more issues. The issues I've encountered have ranged from extremely minor (e.g., single dead pixel) to borderline unacceptable (e.g., warped bottom casing) to unbelievable (e.g., battery exploded, multiple logic board failures). Anyone in his right mind would just abandon the MacBook Pro altogether under these circumstances, but I know how good these machines can be when they are completely problem-free. And I have more money than I have sense.
All of these MacBook Pros were bought at my local Apple retail store--the same store--and they have been very accommodating of my being so picky (which I've always felt is justified by the price premium). And while I have to give them props for customer satisfaction to the extreme--for example, exchanging a unit for me recently because of a single dead pixel--the sheer number of problematic machines I've now received from them has destroyed my confidence in purchasing from them in the future.
By contrast, I've never received a faulty product from Apple's online store---but then again, I've never ordered a MacBook Pro online. Now I'm wanting a 2.4GHz hi-res 17" 250GB, which is a CTO build. Apple's stated policy is no returns unless DOA for CTO builds, but I haven't found any specific statement of what constitutes "DOA". Given my horrible history with the MBP, I'm understandably apprehensive about this policy. If I order online and get a machine with a crappy screen or a dead pixel or a warped case, I don't feel I should have to accept it, given the price paid. Even though it wouldn't be functionally "DOA", I would consider it to be of unacceptable quality.
Based on your experiences with Apple's post-sale customer service for online orders, what do you think Apple would be most likely to do for me in this type of situation (if anything)?
I've been through hell and back with MacBook Pros in the last year. Only two of the (now) thirteen I've owned have been without one or more issues. The issues I've encountered have ranged from extremely minor (e.g., single dead pixel) to borderline unacceptable (e.g., warped bottom casing) to unbelievable (e.g., battery exploded, multiple logic board failures). Anyone in his right mind would just abandon the MacBook Pro altogether under these circumstances, but I know how good these machines can be when they are completely problem-free. And I have more money than I have sense.
All of these MacBook Pros were bought at my local Apple retail store--the same store--and they have been very accommodating of my being so picky (which I've always felt is justified by the price premium). And while I have to give them props for customer satisfaction to the extreme--for example, exchanging a unit for me recently because of a single dead pixel--the sheer number of problematic machines I've now received from them has destroyed my confidence in purchasing from them in the future.
By contrast, I've never received a faulty product from Apple's online store---but then again, I've never ordered a MacBook Pro online. Now I'm wanting a 2.4GHz hi-res 17" 250GB, which is a CTO build. Apple's stated policy is no returns unless DOA for CTO builds, but I haven't found any specific statement of what constitutes "DOA". Given my horrible history with the MBP, I'm understandably apprehensive about this policy. If I order online and get a machine with a crappy screen or a dead pixel or a warped case, I don't feel I should have to accept it, given the price paid. Even though it wouldn't be functionally "DOA", I would consider it to be of unacceptable quality.
Based on your experiences with Apple's post-sale customer service for online orders, what do you think Apple would be most likely to do for me in this type of situation (if anything)?