Apple customer service is outstanding!

Discussion in 'Apple and Mac OS X' started by Spartan, Dec 3, 2019.

  1. Spartan

    Spartan Notebook Nobel Laureate

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    So I recently bought my first MacBook which was a 2019 MacBook Pro 15 fully specced out with an i9-9980HK, 32GB RAM, Vega Pro 20, 4TB SSD. I thought since I a switching to Mac completely, might as well get the best of the best.

    Yes I did hear the rumor about the MBP 16 and that was what I would've preferred because for me, my laptop is my main and only computer so the bigger the screen the better but I wasn't willing to wait for God knows when they actually release it.

    1 month later, out of nowhere, the MBP 16 was released and immediately went on sale on Apple's site. I felt bad knowing that I just spent north of 7000 USD for a laptop that is now last gen and the MBP 16 has better a better graphics card, thermals, keyboard, speakers, mic, etc.

    Anyway I just tried to ignore it and enjoy my MBP 15.

    I then tried my luck calling Apple Customer Care in Dubai (I bought my MBP 15 from the US Apple Store) explaining the situation that I am a new Mac user and I feel bad about the situation. It's been 45 days now since I bought the MBP 15 so I was far off the return period. The customer service agent told me to contact Apple - USA as that's where I bought it from and they might make an exception.

    I called Apple USA and explained the situation to the customer service agent who was very helpful and told me even they as employees were surprised with the sudden release of the 16 inch MBP it just popped up on their site suddenly and put me on hold for a few minutes.

    She spoke with her manager and looking at the situation as to how I felt horrible spending so much money on my MBP 15 only for it to be yesterware in such a short time, they approved a full refund for my MBP 15 and didn't even charge me any restocking fees.

    I then was able to order a new MBP 16 with BETTER specs (in terms of the GPU, I was able to get the Radeon Pro 5500M 8GB) and double the RAM to 64GB and it actually ended up being cheaper than my previous MBP 15!

    I was just trying my luck with Apple but I was surprised to see this kind of customer service and understanding to my situation. I know Apple products are usually over-priced be it a phone or computer, but their customer service is superb!
     
  2. Vasudev

    Vasudev Notebook Nobel Laureate

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    First time owner gets good privileges in the States. They'll do anything to make a customer happy!
    But don't believe the employee's words of not knowing MBP 16 since non-Apple and Macrumors already spilled the milk about MBP 16.
    Keyboard, Display, Graphics(the most exciting one in recent years 5yrs+), bigger RAM and SSD are most welcome aspects.
    The customer support here is horrible!

    I think you're just lucky! Usually with me, whenever I buy a new PC/laptop/Phone etc.. new one with improved or revamped specs comes out next day with lesser price and usually I get NO! We can't accept used Goods/electronics.
     
  3. ssj92

    ssj92 Neutron Star

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    Well, many of us were expecting the 16 to be released no doubt. It was just "delayed" in terms of when it was supposed to come out (rumors of course). There were many rumors and even code in the macOS updates depicting the 16.

    However, I am glad they did this for you. That was a great offer for you. 45 days, I don't know of any other company that would have done that. Maybe Dell but probably only if your computer was a lemon lol

    You did better than this lol: http://forum.notebookreview.com/threads/how-apple-refuses-to-fix-my-5000-macbook-pro.830596/
     
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  4. hmscott

    hmscott Notebook Nobel Laureate

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    This is something Apple has done for many years. I haven't needed to use the service, but I have helped others request it from Apple, and Apple has done this every time. And yes this is in the US - right down the block from Apple HQ.

    It's only supposed to be done for up to 30 days after your purchase, but most of the time Apple will honor a return / upgrade to the new model. Such new hardware can be "cleaned up" and resold as refurbished by Apple.

    Outside of the few happy outcomes, there are plenty of nightmare scenarios posted on youtube about Apple Support, and websites that take complaints from Apple owners as Apple deletes them from their support forums:
    https://www.businessinsider.com/apple-stores-suffer-from-customer-complaints-long-wait-time-2018-3
    https://www.trustpilot.com/review/www.apple.com
    https://www.consumeraffairs.com/computers/apple_store.html?#sort=recent&filter=none
    https://www.consumeraffairs.com/computers/apple-macbook.html?#sort=recent&filter=none
    https://www.consumeraffairs.com/computers/apple_iphone.html?#sort=recent&filter=none
    https://apple.pissedconsumer.com/review.html

    Going in to those nightmare scenarios Apple Support seems just as friendly and cheery all the way through until the sad drawn out outcomes arrive, so don't be fooled by Apple's well oiled support machine - it's not there to help you it's there to help Apple.

    Read forums, reviews, watch videos and make yourself aware of problems early on so that you can either dump the product - or get it RMA'd by Apple through ways that have worked for others - or learn how to participate in class action lawsuits on consumers behalf - why it's important to read such postings so that you aren't blind sided by the problem down the road.

    Also, seasonally Apple will push to get negative reviews and comments removed outside of their normal site controls to improve Holiday Sales:
    https://appleinsider.com/articles/19/11/21/apple-pulls-all-customer-reviews-from-online-apple-store

    So what I am saying is to know what Apple will help you with - stuff that doesn't cost them much and benefits them - and to keep your ear to the ground for owners reporting problems with your new Apple product that Apple may not be so kind in supporting.

    It's easy to get consumed by the "Apple Reality Distortion Field", being aware enough to have rational thought while influenced by it is very difficult and takes years of practice and serious effort.

    The Sneaky Ways Apple Stores Get You To Spend More Money
    Dec 10, 2019
    Business Insider
    Apple stores were the most profitable retail stores per square foot in 2017.
    The design of its stores is a core part of Apple's brand. When you go to an Apple Store you can try out all of Apple's products like the iPhone 11 Pro Max, iPhone 11, iPhone XR, or the iPad Pro with Apple Pencil. Using all of these devices keeps customers in the store for longer, and the longer customers spend with a product the more likely they are to purchase it. When you're ready to check out there are no lines and no cash registers. You can use Apple Pay or quickly check out with an employee. From the outside, the glass walls allow anyone walking by to look in and feel like they are missing out on something.
    Apple is a leader in retail, but the smooth Apple Store experience might be changing. In the past year, there have been reports of long wait times and overcrowded stores. Apple might have to rethink its retail strategy if it wants to keep its store's reputation.
     
    Last edited: Dec 17, 2019
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  5. kojack

    kojack Notebook Virtuoso

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    I agree Spartan, When my son was in his first year of university, he went to a party and destroyed his iphone 6s. We sent it back to apple after calling them to get a quote on a new screen. We agreed to the price, but then while on the phone with apple, the agent said your screen is covered no charge. Got the phone back which was a brand new phone since his was full of scratches on the back and the new one was NEW looking. Top notch service. Can't say the same for Asus however. which is why, while they have awesome looking devices with alot of features I want, I will never again buy an Asus product of any kind. While in the warranty period of my vivotab RT three of them developed ghost touch issues, and asus did nothing.
     
  6. hmscott

    hmscott Notebook Nobel Laureate

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    Small world, Apple did the same for my daughter's iPhone. They pulled me aside and said they can do this only one time, so here's a case for your daughters phone - and I told her she needed to protect her phone or it's going to get expensive to support her iPhone habit.

    There are some things that Apple will do that are great. There are far more things that Apple screws up and refuses to take responsibility for and many people get hurt. Apple usually comes around, but there's a long turn time and you can waste a lot of time and money waiting for Apple to figure it out.

    Overall Apple products are overpriced, under-powered, and not worth the potential trouble for what you pay as a normal person.

    Can you own them and live with them? Sure, but there are more cost effective alternatives.

    As a single person supporting yourself I always recommend owning more than one computer / laptop that can handle your workload, and rotate using them to even out the wear. If you can afford it, have 3 computers - leaving one up and one configured as a spare.

    That's the worst part of owning a failing Apple Computer, it's so expensive you can only afford one at a time, and when it goes wonky, you're out of luck - any downtime for repair is time you can't use your main computer.

    IMHO, if you can only afford one Apple Computer, buy 2 or 3 PC's.
     
    Last edited: Dec 17, 2019
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  7. Spartan

    Spartan Notebook Nobel Laureate

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    Well bad news man, there was a little bottle of water next to my MacBook and my 3 year old daughter was playing with a ball, she threw the ball at me and the bottle spilled on the laptop's keyboard and it shutdown immediately and was fried.

    took it to Apple Store in Dubai Mall and told them it was water damage which IS covered under my Apple Care+ and they had no problem replacing the laptop as they told me fixing it would cost them a lot of time and money so they will just replace it. GREAT! BUT, it's been 2 weeks and they still need another 5-10 days to get my replacement. That is horrid as I am without a laptop for such a long time. Dell's next day business support would've had my laptop replaced or fixed within 1 or 2 days max.

    I am thinking of selling this laptop once I get it, they did something SO right letting me upgrade but then their so called Apple Care+ was very disappointing in my experience. Also taking appointments with them usually has a 1 week waiting time so I just walked in to the store and had to wait for 4 hours before someone from the Genius Bar would meet me
     
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  8. hmscott

    hmscott Notebook Nobel Laureate

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    Seriously, if you like Apple hardware, I know I used to use it almost exclusively until Apple shrunk them and they thermal throttled on my usage, I suggest doing what I did and have several of them ready to go.

    I've dropped water on keyboards and had component failures too. When that happens I get my backup out, restore it to my backup laptop or desktop and keep going, then when I get a chance I take it in for service - I have several Apple Stores close by.

    For me I've found PC's work fine for what I need to do, and I have a lot of $ saved and time saved over the years making that choice. Linux is nice too.

    I've supported many clients with herds of Mac desktops, Laptops, and Servers (yup) over many years (decades) and as long as you have plenty of spare hardware ready to go they seem to work fine and for the most part they run great.

    One of the important hacks I learned early on is to not use the builtin keyboards on laptops or portable computers. It cuts out a lot of downtime when keyboards / trackpads go bad.

    Also, Sippy Cups or Cups with a top. Seriously. The whole family moved to them after my daughter did the same kind of computer spill. We actually got to like them. :)

    Also, run the power cable up through the middle of the table so that there are no cords for the little ones to trip over or grab on to. After 3 screen replacements my friend with little girls that kept knocking his laptop off the table finally routed the power from the lamp over the table, no more broken screens.

    Also, you bought the latest and greatest Apple laptop... it's not a surprise they don't have spares to replace your laptop with. If you can find one, buy another one and swap over your data and keep the repaired laptop as a spare, or ask Apple to refund you for the first one as you found your own replacement - check with them before actually doing this.

    Good luck. :)
     
    Last edited: Dec 17, 2019
  9. Papusan

    Papusan JOKEBOOK's Sucks! Dont waste your $$$ on FILTHY

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    This is one of many... What's the longest you've waited for parts? 17R4

    Don't count on that you will be saved the day after.
     
  10. Aivxtla

    Aivxtla Notebook Evangelist

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    I’ve never owned an Alienware but we have used numerous Latitudes/Precisions that we’re “used” as my fathers company upgrades like every two years or so, those are built to last in my experience with many of the laptops from my dad’s company some as old as 6-7 years and some were heavily abused by prior users. I’ve had a Latitude D620 which I received like 5-6 years after it was used by my dads company. I was abroad and used it in a rural area where summer temps can be 100-110+ degree ambient in a building without AC and the Dell was the only one that didn’t have issues after like 2 years.. Along with an other guy with an old D630 if I recall.

    Dell service is probably the best I’ve seen on the PC side. I don’t know any vendor that would give a $1,200 fully loaded (in 2017) next gen model 7577 (4K/512GB SSD/1TB HDD/16GB RAM/GTX1060 for complaints about uneven core temps on a $600 previous gen refurb low end spec model 7567 (1080P/1TB HDD/8GB RAM/GTX1050TI. They shipped it in 2 days after I asked for a better unit, after two complaints (2-3 weeks repair/return) on the 7567. Even in during the repair process they’d intermittently call to update the progress and what was being changed.

    Also they never card that I upgraded the WiFi card or SSD on the old one, infact they mailed the upgrades separately and added a free HDD in the unit as that was secular for the SKU.

    I’m sure there are those with issues and some problematic models but in general at least in states they’re among the best. Most our personal ones are refurbs from Dell Outlet but look brand new.

    Also note that forums will be skewed more toward those who have issues because the happy ones won’t bother going to issue forums. Dell in my experience is also less likely to delete unfavorable threads vs some others I’ve seen, ie Apple.

    On the PC side Dell/Lenovo would be the top picks for support. Asus has decent hardware but QC issues and almost non existent support in my experience. Apple support has been good as well so far for me.
     
    Last edited: Dec 17, 2019
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