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This is why you should buy a Mac
Written By ErinR on Nov. 12, 2007.
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I've had Macbook woes for the past 11 months: first, she failed to recognize the keyboard, mouse, and any external keyboard or mouse that I plugged in. That took 5 weeks to be replaced. Then, the hard drive failed and was completely irrecoverable. That took 6 weeks to be replaced. This past week, same exact hard drive failure. I was convinced I got a lemon.
I live in Costa Rica. Apple guarantees their computers here, but everything takes long and it's harder to get things done. I called Apple U.S. today and, after 3.5+ hours on the phone (and a whole bunch of typical corporate "NO's!"), I have a replacement headed my way.
So what's so special about this treatment? Several things:
- Official policy is that a computer will not be replaced until it has had 3 within-warranty major failures. This was #2.
- They didn't even ask for any paperwork to be sent from the CR office - they took me on my word.
- Because I'll only be in the US for Thanksgiving, they're giving me what's called an "advanced replacement," which means that they're emailing me a prepaid address label for FedEx and at the same time sending me the new computer. I'll mail them the old one back once I'm in the States. Yes, after I already have the new one in my hands.
- They are giving me an upgraded processor, since the computer I bought had an outdated one.
- The new computer comes with a completely new warranty. The one I have now was due to run out in 3 weeks. Now I'm all covered again.
- Free Leopard upgrade.
It is always difficult to experience tech problems, especially hard drive failures. Sometimes, lemons happen. But when your Mac is a lemon, Apple makes good on the problem instead of beating around a very frustrating bush. So to answer your question, yes, you should buy a Mac.
Mike
Written Nov. 12, 2007 / Report /
Erin that's awesome things are finally getting resolved! For a minute I thought you would be the posterchild for bad computer warranty support but it looks like Apple pulled through for ya. Good luck with the new computer!
computerjoe
Written Nov. 12, 2007 / Report /
I've just got a MacBook Pro and have yet to have any hardware woes... I hope it stays that way!
I have had software issues with Bootcamp and Parallels!
My only complaint is the fussiness of the disk drive. It refuses to accept non-square CDs and is fussy with some media!!
ErinR
Written Nov. 12, 2007 / Report /
Thanks, Mike! I was worried about that, too, but I googled the info (getting a replacement Mac) and quite a few people said patience and a good dose of honey would go a long way. Instead of my usual toughguy charade, I tried the nice route (in addition to a bunch of "ok, well if you won't help me, connect me to someone who will!"), and the moral of the story is that is the way to go with Apple!
@computerjoe: As far as I understand it, my situation is definitely not the norm, so here's hoping that you got a typical (dependable) Mac.
Ozone42
Written Nov. 12, 2007 / Report /
Hooray, glad they took care of you!
estarla
Written Nov. 12, 2007 / Report /
ErinR, I'm so happy for you! Very, very cool. And here you are, telling us about your good-or-bad experience with your Apple lemon. My hunch is that the company totally understands that word of mouth would spread.
peroty
Written Nov. 13, 2007 / Report /
Erin, That is awesome! I hope your new mac will treat you like it should. :)
dreamweaver
Written Nov. 13, 2007 / Report /
Great news, Erin! But I do hope that that 3+ hour phone call was cheaper than just buying a new Mac! ;)
ErinR
Written Nov. 13, 2007 / Report /
I called them on their 800 number, so yep, it was a lot cheaper! ;-)
Rich
Written Nov. 13, 2007 / Report /
Jesus, Erin, you get all the luck. A lovely boyfriend, lovely home, and now a brand new lovely computer.
I want a lovely boyfriend.
peroty
Written Nov. 13, 2007 / Report /
I'm sure there's a nice boy out there for you Rich.
ErinR
Written Nov. 13, 2007 / Report /
I think I'd prefer to have had a 1-yr old Macbook that had never blown up, but this is an okay solution.
I'm with peroty on this one, though. Trust me, you'll find him the second you stop looking!
dreamweaver
Written Nov. 13, 2007 / Report /
Oh! Good about the 800 number, Erin! I didn't realize that would work from Costa Rica, since I can never use toll-free numbers from Europe! :(
ErinR
Written Nov. 14, 2007 / Report /
Skype lets you call U.S. 800 numbers for free, just like if you were in the States. It's great!
Written Nov. 14, 2007 / Edit / Report /
I love my mac too! Never had any huge problems with it, but once when a virus infected my computer, the Genius Bar guys took care of it quickly and professionally (and friendily, too, if that's a word). Yay!
winnopeg
Written Nov. 15, 2007 / Report /
Sorta a similar thing here too, except I live in Canada. No Apple stores around, so you have to take it to a repair centre, and they're so slow...
1.83GHz MacBook Pro w/ AppleCare:
No replacement, no solution to the random system/application crashes. Can't say there's been much of anything in the past few months though, other than application crashes.
Apple's amazing with anything else though - when my iPod Mini's scroll wheel died, I had a new one in my hands by the end of the week. When my next two sets of iPod headphones, I had new sets sent no questions asked. When my MightyMouse's scroll wheel died for good, they sent me a new one. (It's died again, but I haven't called yet.)