Photo: Flickr / Ping ping
Apple is a truly great company with excellent customer service.However, it is far from perfect, as I had to find out the hard way.
I spent three months dealing with a faulty Wi-Fi card in my $2,000 MacBook Pro, which was covered by Apple Care, because its customer service reps couldn’t figure out what was wrong.
Unlike some people, my personal laptop doubled as my work computer. When I was completely without my laptop or with a non-functional Wi-Fi card in my laptop for three months, I was shafted.
I brought it into the Apple Store, and they took a look. They decided it was a busted Wi-Fi card, so they replaced that under warranty and gave it back to me.
I used it for about a day, and it crapped out again.
I went as long as I could without sending it back to the Apple Store, using a 4G connection and a broadband cable to stay online. But that gets expensive and extremely tedious.
After a few weeks, I went back to the Apple Store, and they decided it was a busted logic board. They replaced that, again under warranty, and gave it back to me.
I used it for about an hour, and then it crapped out AGAIN.
Even Apple Store geniuses were baffled when I would come back.
Eventually, I gave up and just used a new computer. My MacBook Pro sat under a bed for about a month, completely useless in my mind.
Finally, after moving from San Francisco to New York and sending it back to the Apple Store, they fixed it. The old logic board burned out the new Wi-Fi card, so it needed ANOTHER new Wi-Fi card. It had burned out three Wi-Fi cards back to back.
The Apple Store had it in its shop for about a month. The whole ordeal, not including the time where I completely gave up on the computer, lasted around three months.
For a computer that I paid north of $2,000 — along with a premium for AppleCare insurance — that’s pretty frustrating. You’d expect it to work.
The customer service was great. The staff was nice and attentive and each time tried to work with me to find out what was wrong. They were sympathetic and tried to rush things when they could.
But it still took several months to fix the dang thing.
Unfortunately, the Web 2.0 Summit was coming up soon, so I needed the computer ASAP. Apple agreed to rush the order.
I moved to New York around this time, so dropping it off at the Apple Store in San Francisco was out of the question.
They didn't charge me for the repairs because the store in San Francisco didn't charge me. Thanks Apple!
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