Girls Write Out
Tuesday, March 15, 2011

I had the most unusual experience yesterday: a BAD Apple support experience. You all know I'm a huge Mac fan. I converted in 2006 and have bought 3 MacBooks, an iPhone, multiple iPods, a iPad and Mac peripherals since my conversion. Even when I went to the Apple site to log in for my call, I was exclaiming to my husband about the superb service. Then it all changed.

I love my new MacBook Air. Fabulous machine. But it's been having kernel panics every time it wakes from sleep. It's less than a week old. So I called Apple expecting them to just replace it. Which is what the tech guy said needed to be done. But he couldn't do it. He said I had to take it back to where it was purchased. WHAT? Since when does Apple not stand behind its products? I asked to speak to his superior. Who agreed they should just replace it but he had to get permission from HIS bosses. And no go. They said it had to go back to where it was purchased.

I'm still in shock from this. It's a serious breach of the stellar support Apple has always offered. When I bought an iPad from Target last month, it had a problem. When I called Apple about it, they told me to take it to the Apple store and if needed replaced, they would replace it there. So this is evidently a new policy, even though the tech told me it "had been in place for a while." CDW evidently doesn't know about this policy either because they say it's Apple's problem and THEY don't want to replace it. And this morning I didn't think it was going to wake up at all. So I'm going to try my luck at the Apple store in person tomorrow.

That said, I do love this machine. It's so light. It's incredibly FAST. I've never seen a machine boot this fast. And it's zippy with everything. Maybe I should just work on it 24/7 so it never goes to sleep. . . LOL

How about you? Do you have any service horror stories to tell me about or want to praise some great service?

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Colleen Coble  
posted at 4:47 AM  
  Comments (16)
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At 8:18 AM, Blogger Lisa Jordan said...

I'm an Apple girl, too, although I haven't converted to the iPhone or iPad yet.

Last November my backlit display burned out. It would've cost several hundred dollars to have Apple fix the problem. Since it was no longer under warranty, I did an online search and found a place called iResQ that specialized in repair Apple products. Amazing service, fast turnaround, and very reasonable price. When my Mac has another issue, I'll be contacting iResQ to fix it.

At 9:17 AM, Blogger Doug said...

Colleen, After you've done your due diligence by speaking to several reps, I would not hesitate to Tweet your experiences using the hashtag #Apple. I had huge and immediate success resolving a customer service problem with a claim with Humana by tweeting about it! All the big companies have employees whose job it is to monitor what is being said about them on social networks. I predict if you do this, you will get a tweet back from an Apple rep who can actually help you QUICKLY. I hope I'm right!

At 9:18 AM, Blogger Doug said...

Colleen, I know the commenter appears to be Doug, because I don't know how to change the settings, but it's actually Katy McKenna.....

At 9:25 AM, Blogger Kristin said...

I am an Apple fan -- own an iMac and an original version of the MacAir, but I have never swallowed the Kool Aid. The problem, in my opinion, is their attitude. They just believe themselves above issues when something doesn't work.

Oh sure, they're great at showing you what does, but they snap quick when it's gone bad. Case in point: the iPhone with the bad antenna: "Don't hold it that way!" Nice.

The only issue I have with my Mac Air is that it can get overheated with a movie, so I have to use a fan, but other than that, no complaints in three years.

At 10:08 AM, Blogger Bethanie said...

i'm a mac girl too. i have a macbook pro which i love. it's over a year and a half old and you'd never know (apart from the dust and dirt coz i never clean it!!!) whereas a pc laptop would be draggy and slow by now, that's for sure.

anyways, i have a little app called insomniax which is fantastic. it stops the puter going into sleep mode (which i like because i download torrents and i need to put the lid down and have it not go to sleep!) useful little thing.
i do find it gets a little warm sometimes but as long as i place it face down when it's closed so that air can get to the bottom of it, it's fine! :)

but i'd never get an iphone or ipad, because 1 i don't like touchscreen phones (and i love my blackberry) and 2 what would i USE an ipad for????

At 10:15 AM, Blogger Kristin said...

Bethanie, I'm the same way with the touch screens. Hate them. Have a CrackBerry.

At 10:23 AM, Blogger Jaime Wright said...

Uh oh - is Apple going the way of Microsoft?! :) I work in the customer service industry so I could list a thousand BAD service stories. Any way you pitch it, it still stinks to be on the receiving end. :(

At 10:28 AM, Blogger Michael Ehret said...

If it's Apple, I want it...that's how bad I am. But I only have a 2004 iMac and an original iPod.

However, I was able to convert my wife and when she needed a new computer, she bought a MacBook Pro. 'Bout killed her to spend that much (she's thrifty), but at least now I have access to a Mac laptop. :) Her brain is not Mac wired, so I'm not sure how happy she is with it.

My next purcahse, I hope, will be an iPad. Someone asked what would she do with an iPad? Seriously? Everything!

At 11:22 AM, Blogger Colleen Coble said...

Mike, if you have a macbook, what use is an iPad for you? That's why I've never bought one. No need for it. The MacBook does everything. And the Air is super light and has a full size keyboard. I use my Mac for writing, email and internet. To use an iPad, I'd have to get a wireless keyboard, something to prop the iPad in too. It's a fun toy but that's about it.

At 12:49 PM, Blogger Hannah Alexander said...

Colleen, I agree with Katy. I'd tweet about it. That's rotten service, and if they're going to do that, I do NOT want to deal with them again. Please let us know what happens, because my future purchases may depend on it.

At 4:10 AM, Blogger Bethanie said...

colleen i agree with you! i have a macbook, what can i do on an ipad that i can't do on the macbook?

apart from preaching a sermon? (my pastor uses an ipad for his notes). but since i don't preach, it's useless!!!!

At 6:07 AM, Blogger raxon said...

I am a Mac user and have recently bought Stellar speed up Mac associated with an excellent tech-support.
Sometimes it may happen with large bodies that they fail or escape of paying proper attention to their customers, but it doesn't mean that they don't value them.

At 6:01 PM, Blogger jel said...

I have heard that a APPLE aday keeps the Doctor away! ;)

At 8:53 PM, Blogger Crystal Laine Miller said...

We have both in our house and have bought a TON of products of both Apple and PCs. Both have our share of horror stories. With 6 people in our house, all are computer people for one thing or another, we've been through our share of stuff.

For November birthday I bought Chris (my hubbie) an iPod Touch. He said he didn't need it. Famous last words! He uses that thing for email and internet, and well, just about everything. The only regret I had was not getting him a 32G instead of the 8G. He loves Apple products. Anyway, for Christmas he got the huge honking big iMac and has had no problems...but he never has problems with his stuff. I think I have some sort of electronic touch that messes the stuff up.

Sigh. I like Doug's suggestion because you probably have enough influence to get some attention.

You made me nervous because I was thinking when this Toshiba hits the final countdown, I wanted one of those. Now, I dunno.

At 8:39 AM, Blogger Colleen Coble said...

I love Apple products, Crystal! I'll never go back to a Windows machine. Apple would have fixed it but they wouldn't replace it since it wasn't bought there. If I'd bought it from Apple they WOULD have replaced it.

At 11:37 AM, Blogger Somrak said...

Similar experience for me. Converted to Apple 4 years back & currently using MacBook Air, Iphone, Ipad. Always tries to convert my friends. However, a month ago I brought my MacBook Air in for a hard disk change (my friend and I both had to fix hard disks after 2 years of purchase), and when I got my MacBook Air back, the joint behind the screen was broken. Took the thing back to the store and they said I had to pay $700 to get it fix because I have a 2 years old dent on my MacBook Air. Apparently, they claim that the joint is broken because of the 2 years old dent, not because I took the thing into iStudio to fix the hard disk. I'm very disappointed at their lack of responsibility and is looking for a new non-Apple laptop.


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The Authors
Kristin Billerbeck
Kristin Billerbeck is a proud Californian, wife, mother of four, and connoisseur of the irrelevant. She writes Christian Chick Lit; where she finds need for most of the useless facts lulling about in her head.

Colleen Coble

Colleen Coble writes romantic suspense with a strong atmospheric element. A lovable animal of some kind--usually a dog--always populates her novels. She can be bribed with DeBrand mocha truffles.

Denise Hunter

Denise Hunter writes women's fiction and love stories with a strong emotional element. Her husband says he provides her with all her romantic material, but Denise insists a good imagination helps too.

Diann Hunt

Diann Hunt writes romantic comedy and humorous women's fiction. She has been happily married forever, loves her family, chocolate, her friends, chocolate, her dog, and well, chocolate.

Hannah Alexander

Cheryl Hodde writes romantic medical suspense under the pen name of Hannah Alexander, using all the input she can get from her husband, Mel, for the medical expertise. For fun she hikes and reads. Out of guilt, she rescues discarded cats. She and Mel are presently taking orders from four pampered strays.

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