Horrendous Apple Repair Experience
Photo by Jonas Thomén
I sent my MacBook in for repairs over 3 weeks ago now and besides the inconvenience of being without a computer for this long, I’ve been very disappointed with the service. Specially so in the Apple Store through which I sent my repair. I was initially told the repair would take a week but it ended up taking them 24 days! During this time I was mislead/misinformed several times by the Genius at The Apple Store. This lead to extreme disappointment and frustration on my part.
During this time, I also explained that I desperately needed a computer to work and insisted that they loan me a notebook or offered me a replacement/refund for my MacBook but my request was promptly declined each time!
In addition, I also emailed Apple’s PR (Janette Barrios) person for the MacBook explaining my situation, the inconvenience it caused me and why I desperately needed a computer to work on.
Today, 17 days since my email to Janette Barrios, I still don’t have a reply.
This led me to think back to a few years ago when I needed my Dell laptop repaired. I can recall Dell sending out an engineer to my house the very next day to fix the issue there and then!
Apple may design great products but they have a lot to learn from Dell about customer service!
If you are interested in the details of my Apple doesn’t Care/Store experience, I have a chronological list of events relating to my repair over at The Apple Files.
Details of my repair including what parts were replaced are also available.
[Cross Post from The Apple Files]
September 21st, 2006 at 4:31 pm
yeah, mine took nearly 3 weeks. The crappy response I got when asking for replacement was that it was not deemed critical.
ITS NOT FOR THEM DO DEEM!!! right?
I did my part, I paid for the thing which was faulty, and I sent it in to them in good faith.
And what do I get? A repair that has a track record of occuring again.
Way to go Apple, crap us out another one why dont you?
September 21st, 2006 at 4:32 pm
thats messed up, I was given the option to buy another one while min was in the shopp. how convinient for me, I’m gladd i can give them more of my money.
September 28th, 2006 at 5:54 pm
same story. sent for repairs twice. first time was an HD replacement, so I had to reinstall all my software and bootcamp - that took half a day. broke again.
then when I called 2nd time, the customer relations guy actually acknowledge apple knew about the problem, they received a lot of cases regardign random shutdown, and that the solution was the change the heatsink and logic board. did that, still broken.
now they don’t acknowledge anything. i demanded a replacement, i guess i’ll go w/ that but its been 6 weeks of repairs. will this replacement be any better? sigh. you really suck apple.
May 3rd, 2007 at 5:09 pm
Same damn thing! SIX WEEKS.