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Old 03.08.2009, 23:26
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And a round of applause to those Apple people

I'll be the first to admit that my posts are generally lazy, sarcastic and mildly caustic rebound comments because my life is just so normal, but here's a tale for those who doubt that old fashioned customer service still exists.

I bought my Apple G5 computer via Apple USA in the fall of 2004 and everything was just peachy until the silver beast failed to come back to life after being in sleep mode last week. I detached all the umbilicals and noticed some green fluid dripping out of the base area. This, I soon internet discovered, was leaking coolant - triple bat-damnation Robin! OK, showing almost inhuman strength I took aforementioned green period defying silver icon to the Apple store in the Glattzentrum (near Zürich - for those unfortunate enough not to live close to this buzzing cosmopolitan hub). After 5 minutes of form filling and alike I shed a tear and left the now (clearly wounded) Cupertino, CA hulk to be prodded and tweaked by those kind Apple people.

Day later, a phone call tells me that there is about CHF 2'000 worth of parts requiring replacement because of the coolant leaking, the HD is fine (backed up anyway - doh), but power supply and logic board will also need to be swapped out. Now the good bit (you're still reading this - jeez!), the nice Apple man tells me that as they consider the fault to have occurred during the manufacturing process they will cover everything and it will be a free of charge repair. I'm thinking, this happens? A nearly 5 year old machine and these nice folk are going to cover me and have just won a fan for life to boot (not that I wasn't beforehand anyway...).

The moral of the story is that good things happen to customers who buy great computers with a company who seem to know how to win loyal clientele. The other argument could also be that they know that as I frequent EF, I would have bitched like a muppet with a cold hand up my rear end if they had tried to bill me the whole amount. Right, I'm done now.....
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Old 04.08.2009, 01:10
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Re: And a round of applause to those Apple people

Great service, and considering that most of the inards are now obsolete you should be looking at an almost new machine
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Old 04.08.2009, 07:05
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Re: And a round of applause to those Apple people

Hi,
that is good to hear and unusual nowadays...especially when stories like this one http://news.cnet.com/8301-13579_3-10302038-37.html are more what you would come to expect from the company.

It would be great if it was more the norm.

Have fun

Martin
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Old 04.08.2009, 16:56
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Re: And a round of applause to those Apple people

This is not only nice to hear but also brilliantly written! Can you please post this article in some computer forums, too?
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Old 04.08.2009, 17:13
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Re: And a round of applause to those Apple people

As mentioned on another thread (but will repeat here due to the thread nature)

I have also been very impressed recently with Apples service, when i took my almost 1 year old iPhone into the Bahnhofstrasse store and told them that the silent button hadn't worked since about a few weeks after i got the phone, he had a quick look, agreed it didn't work and gave me a brand new phone there and then. I had held off going into swisscom to get it repaired or replaced as I knew they'd likely send my phone away for at least a week or so

I also had a HD failure on my iMac a month or so ago, 2 weeks from my 1 year warranty running out, I called apple care in the UK (due to language difficulties) they called the Bahnhofstrasse store and arranged for me to drop my computer off with them on the Sat morning and I would have it back in about a week, I told they guy I worked for myself and I would lose valuable work if I didn't have it back ASAP he understood my plight, spoke to the Apple store in Zurich again and said I'd get it back Tuesday morning and I did - I was very very impressed and relieved I didn't have to wait for a week.

My main praise on both accounts was how seamlessly both transactions were dealt with, no hassle or fuss, easy simple and straight forward - even my PC using husband was very impressed and is tempted to switch due to the exceptional service we got

On a down note though my husband was unable to get a new phone when he showed them the massive crack on the back casing - but the guy explained that after looking inside he could see something had turned pink which means water damage and as much as he'd like to give him a new phone he said if he did and sent his damaged one back - they would instantly check for water damage themselves and he would be in trouble for giving a new one out

So one of us was happy on the day and to be fair after a soggy camping trip once i think he did probably get water in his

Last edited by Nickers; 04.08.2009 at 17:29.
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Old 04.08.2009, 17:19
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Re: And a round of applause to those Apple people

Amazing! You should count urself very fortunate indeed that this happened. Or maybe you gave urself a dose of good fortune when you bought the Apple 5 years ago.

In any case I am actively considering buying the Apple Mabook Pro (15.6") and this only helps to reinforce my decision process.

Thanks again!
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Old 04.08.2009, 18:02
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Re: And a round of applause to those Apple people

There is a lot to like about Apple, including their no nonsense customer service. However for a tech head like me, there is an undercurrent of arrogance which really bugs me. The two incidents I have in mind relate to known hardware issues which Apple refuses to acknowledge or deal with as a responsible company e.g.

1) The iPhone OS 3.0 FW update killed the GPS functionality of a significant number of iPhone users. What is amazing though is that this was an issue picked up by certain OS 3.0 Beta testers MONTHS before the full release.
In my case I was lucky that the Zurich Apple Shop finally gave in to my whining and swapped the handset, however Apple refuses to acknowledge the fault and would prefer to quietly issue replacements than make a proper statement e.g. We are working on a fix ASAP, please bear with us (for the record the new OS 3.0.1 still doesn't fix the issue)

2) The most recent 1.7 fw update for the Macbook Pro has caused numerous problems for people with replacement SATA II hard disks. Before fw 1.7 the drives were working fine, but now many Apple forum members are reporting their drives have been crippled with slow transfer speeds, stuttering video performance etc.. Typically (it seems) Apple refuses to acknowledge any fault and continues to make the 1.7 update available. I personally have a 500GB 2.5" drive which I am dying to install but won't until Apple have addressed this issue. Most likely it will be silently addressed in the forthcoming fw 1.8, but again a note of acknowledgement would be nice.

I don't know, perhaps there is some legal issue with saying Sorry
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Old 04.08.2009, 18:19
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Re: And a round of applause to those Apple people

Don't get too happy. Someone will soon come and pour cold water over your Apple experience. Actually, they already have. They can't resist it. You know who you are.
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Old 04.08.2009, 19:00
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Re: And a round of applause to those Apple people

Hi,

are you talking about me ? ...I actually was very impressed with the service and said so..so I did not poor cold water on it. It was just the link to the story I posted showed that not everyones is so lucky. It is unusual nowadays to get good service and especially from a company that is not always thought of providing it.

Castro put it really well, but there are increasing shows of arrogance and so it is always heartening to hear that it is not endemic in the company.

Have fun with what you choose and hope you all get good service.

Martin
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Old 05.08.2009, 18:46
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Re: And a round of applause to those Apple people

Be glad you bought an Apple. The person over on this thread didn't have as good fortune as you do. He Dell broke but the warranty doesn't cover Europe. Ouch! http://www.englishforum.ch/other-gen...id-europe.html
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Old 06.08.2009, 17:13
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Re: And a round of applause to those Apple people

More plaudits for Apple's support here:
http://www.laptopmag.com/mobile-life...09.aspx?page=1

Quite a good (and lengthy) case study into various laptop manufacturers. Apple were the only ones to get an A rating, whilst Dell received a C-
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Old 06.08.2009, 17:35
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Re: And a round of applause to those Apple people

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More plaudits for Apple's support here:
http://www.laptopmag.com/mobile-life...09.aspx?page=1

Quite a good (and lengthy) case study into various laptop manufacturers. Apple were the only ones to get an A rating, whilst Dell received a C-
Simple analogy: planes.

Apple: Proper airline = good customer service = but expensive.
Cheap PC's maker (e.g. Dell) = Budget Airline = Good when it works but poor customer service = not expensive.
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Old 06.08.2009, 22:39
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Re: And a round of applause to those Apple people

Rabina first off, your posts are a delight to read. Have you considered writing as a profession? second, as MikeB has just pointed out, it has less to do with the goodness of the heart of those oh-so-pure Apple folks and more to do with marketing and segmentation. You pay a premium price for Macs, and you expect a higher level of service from them. Dell and HP are not cheapskates - they are just serving a more price-conscious segment of the market. For the price they charge, it is humanly impossible to match the Apple level of service. in short, you get what you pay for. not implying that the round of applause is undeserved ...
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Old 13.08.2009, 00:49
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Re: And a round of applause to those Apple people

This needs to be updated as it just gets better. So, here I am visiting Tower Bridge (London, England) Monday with daughter and pal and the iPhone rings. "Yup Peter, good and bad news again" says the man in the Apple Store. "We assembled all of the components and the silver hulk doesn't want to play ball", yes, and...?

Well, seeing as we can't get all the correct pieces working in unison, we're going to give you (as in give, free replacement, no charge, zip to pay - are you getting the drift?) a new Power Mac with as close to the original specs as those of your G5 as possible.

It would have been pushing the bounds of human construction to claim that my jaw hit the ground (I mean, I was up on top of Tower Bridge at the time, about 150 feet above the Thames), but this was way too cool, this sh1t never happens to me.

Anyone think that it may be unconsidered ungrateful of me to ask BMW Schweiz AG to replace my rear fender on my car which I drove into a high curbstone last week? Yeah, probably pushing my luck now.....
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Old 13.08.2009, 00:53
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Re: And a round of applause to those Apple people

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we're going to give you (as in give, free replacement, no charge, zip to pay - are you getting the drift?) a new Power Mac with as close to the original specs as those of your G5 as possible.

It would have been pushing the bounds of human construction to claim that my jaw hit the ground (I mean, I was up on top of Tower Bridge at the time, about 150 feet above the Thames), but this was way too cool, this sh1t never happens to me.
I highly recommend you play the lottery this weekend..!
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Old 13.08.2009, 15:18
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Re: And a round of applause to those Apple people

I personally use primarily MS products simply because they are what I'm used to. But despite the MS vs. Apple fanboy wars that always come up, I secretly root for Apple and Linux-based companies to succeed... the better they do, the more competition they provide, the more pressure there is for MS to stop being so complacent.
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Old 13.08.2009, 15:29
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Re: And a round of applause to those Apple people

May I ask you to call for me next time? I never had good service for that American company. I even had that they voided the default 12 month factory warranty in the time of the first Apple Mac Mini. And now I am having issues with the Superdrive which 9/10 doesn't burn succesfully. Don't think that Apple Benelux, Ireland wants to help out. And calling Apple USA doesn't work because it's not their region. If this has to be an advertisement for that great customer service of American services. Well no.
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Old 13.08.2009, 15:51
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Re: And a round of applause to those Apple people

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If this has to be an advertisement for that great customer service of American services. Well no.

I don't really know what you're getting at? Are American companies known for having superior customer service?...
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Old 13.08.2009, 16:55
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Re: And a round of applause to those Apple people

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May I ask you to call for me next time? I never had good service for that American company. I even had that they voided the default 12 month factory warranty in the time of the first Apple Mac Mini. And now I am having issues with the Superdrive which 9/10 doesn't burn succesfully. Don't think that Apple Benelux, Ireland wants to help out. And calling Apple USA doesn't work because it's not their region. If this has to be an advertisement for that great customer service of American services. Well no.
Is your computer within warranty or under apple care? I phone applecare UK to get my CH bought iMac repaired here - they happily called through to the apple store here and arranged the repairs - I just explained that as I don't speak german i thought it best to call the UK service - they didn't seem to mind
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Old 19.08.2009, 16:50
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Re: And a round of applause to those Apple people

Don't want to start a new thread but iPod nano or iPod touch?

My old old old ipod and now my second ishuffle is dead and buried. I know the tech specs but talking about your usability views? Isn't iPod touch bit too big to carry around all the time? I have a decent non Apple handy otherwise I would have considered stepping up to an iPhone.
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