Monday, 22 March 2010

Disappointment...

Strangely, for all the good things I have to say about Apple computer products, I'm giving Apple service a big thumbs down.

I have an old(ish) MacBook, that I'm preparing to sell, so hoped to get a small crack in the corner of the top case repaired. For the first time ever, after owning three MacBook/MacBook Pros, two iPhones, and various accessories over about four years, I've needed support from Apple, and found it rather lacking.

I've read hundreds of threads online about people waltzing into Apple Stores, and the Genius Bar replacing top cases free of charge, no matter the age. I went into the Regent St store in London mid last year, and they also said they'll replace it free of charge, but they had a 3-4 week repair wait time as they were full up. So I thought no probs, I'll get it sorted once we're in NZ.

But.... I've taken my MacBook into an Authorized Repair Centre, where I've had nothing but bad service. They won't repair the crack, and refused to call Apple Care themselves to confirm. After spending an hour on the phone with Apple Care myself, I finally got a case raised, where they confirm they'll fix the crack. But... only if I have a receipt proving it's under 3 years old.

And of all the hundreds of receipts we have archived, this is the only receipt I can't find.

I'm really disappointed with the fact Genius Bars in stores can repair things at their own discretion, but in NZ we don't have Genius Bars, or even Apple Stores, so we're stuck with whatever the repair center say. And we have to pay for them to do nothing also....

Apple, I'm still an avid fan, and own an awful lot of your products, but I'm giving the huge thumbs down on the support options available for us poor cousins out in NZ.

Some threads where people have confirmed they've got this fix done:
http://discussions.apple.com/thread.jspa?messageID=7011672
http://babygotmac.com/a/macbook-case-cracks-on-wristpad/

AppleInsider article about this issue: http://www.appleinsider.com/articles/09/04/08/apple_addressing_cracks_on_white_macbooks_casings.html

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