Good evening all,
I would like to take a couple minutes of your time to share with you my experiences with Apple and Apple care over the last year since switching from a windows based computer.
I am not comfortable with computers in general and only know enough to make me dangerous. Any way since switching a year ago I have enjoyed my experience with my iMac and especially here at ehMac.ca. You have taught me lots and helped me gain skills and confidence.
Well I have had the opportunity to call Apple Care on several occasions and have always been happy with the help. very patient, polite and thorough in making sure I understood and professional. I actually love to call. Earlier this year I bought a shuffle and a Nano for the little woman and then a shuffle for myself. The shuffle did not work for me as I listen to a lot of podcasts and books so I returned it and ordered a Nano for me. Well after sending back the package I was unable to find the earphones for my wife's shuffle. We came to the conclusion that I may have sent them back accidently. I called Apple to see if there was 2 pairs of earphones. I was put on hold and 15 minutes later I was told they could not locate my actual package. They apologized and insisted on sending me a whole new shuffle. Could not believe it , I lost the earphones, my fault. But they insisted.
This May I bought a MacBook for the little woman. So far so good. I needed a back up system for my imac and new MacBook as we had none. After many visits to the West Edmonton Apple store to see if I got different suggestions They talked me into a Time capsule and Time machine. I wanted to be able to put the iMac and macBook on the TC with different passwords on each so that we could not access each others computer. I confirmed what I wanted to do with Apple Care and they said no problems. So I bought the TC. Well after many tries I could not get it to work. I called Apple Care they spent over an hour with me only to give up saying that it probably could not be done and apologized. I explained that I was disappointed etc... the gentleman was so upset that he had waisted so much of my time and that i had been mislead. He insisted on sending me a new LaCie 500gb Rugged portable HD for the MacBook at no charge. Thats right, no charge.. I was speechless. On Monday I got an e-mail from a manager at customer service explaining that she had taken over this case and the package was on its way via Purolator as well if I had any questions or concerns to give her a call.
I got the HD this evening.
I still cannot believe the level of service and attention that I have received since I have bought my first Mac.
Thank you Apple
No regrets from me.
Thanks for sharing, SittingBull. That's a wonderful bunch of experiences with AppleCare, for sure!
In my case, last November I took my then-2-year-old white MacBook in for its second case replacement due to the palmrest area cracking. By the time the techs at the local shop got it back to me (after a 2nd visit for a Bluetooth problem) they determined the logic board was shot. A quick call to AppleCare later, and they offered me the current model white MacBook as a replacement. I was very pleased by that. But then I dared to go further... I didn't ask for anything, I just asked a question: "Have they fixed the design flaw that leads the white MacBooks to have cracked palmrests?". The AppleCare rep thought for a second, and said "Hang on a minute, let me check something". That one question scored me a brand-new Aluminium Unibody MacBook 13". No firewire was only a minor annoyance in exchange for a great (probably the best) new laptop. They replaced a 2-year-old, $1149 laptop (Student price) with a brand-new, $1450-laptop. Wow!
A few months later - I found myself in Toronto with an hour to spare, and the Apple Store swapped my year-old iPod Touch with a faulty audio jack, even though I'd dropped it only days before and damaged the case (the audio problem was pre-existing, and I had a case number from last year). No questions asked... brilliant!
My first gen iPod Touch 16GB would not hold a charge for more than an hour of battery use. Apple replaced it. The replacement showed the same problem three months later. Apple replaced it. Six months later the same issue arose and Apple again replaced it, this time with a second gen 32 GB and it has worked well since.
My 2.2 Ghz MBP hard drive failed. Apple replaced it. Then the logic board failed. Again Apple replaced it. Then it started doing all kinds of weird stuff and I kept screen shots of the issues and error messages. Apple replaced the 17 month old MBP with a brand new 2.66 Ghz MBP two months ago.
My Airport Express failed and I bought a new one. Applecare determined my old one was fine, it was an issue with my new MBP and a firmware update, but they got the old one working again. Apple refunded my money and took back the replacement Express.
Perhaps not needing AppleCare is just as much a testament to Apple as good Applecare
I would agree with that 100%. I have been using Macs since 1985 and other than one other issue back in 1998, the items I mentioned were the only two problems I had in 24 years (and almost as many Macs).