Some things are an impossible mission. Like pleasing everyone all of the time.
When repairing computers, especially Macs, you have to rely on the quality of the components you are provided and sometimes that means waiting a long time for parts that are in high demand. And sometimes they aren’t in the best quality (like one logic board that absolutely reeked of orange juice and, yes indeed, was sticky) and if you catch them you can get them returned for another. Sometimes, however, you don’t catch them and that pisses people off.
Now, while I think there have been some extreme adverse reactions recently, I think it’s relatively healthy for businesses to be open and transparent as much as possible.
In this case, I think there’s misunderstandings and it pains me that the first recourse is to blog rather than talk, but that’s the Web 2.0 age.
All I can say is sorry and provide some advice.
- Apple is not perfect. They’re bloody good, but they’re not perfect. Sometimes they issue turkeys and lemons (G3 iBook anyone?) and it’s the rest of us who have to take the lumps for it.
- When your machine is damaged, it’s not under warranty. If you manage to slip this past your local AASP or Apple then count yourself lucky. Otherwise a laptop screen replacement is a few hundred pounds which usually means a home insurance claim.
- All machines are run though standardised tests which all machines have to be signed off against. Sometimes a problem isn’t immediately apparent and sometimes they can be missed (an intermittent N key for instance?)
- If you find a problem with a Mac, get it seen to. Pop onto NiMUG (which is paid for by Mac-Sys) and see if there’s free help there. If not, bring it to Mac-Sys. If it’s covered by the warranty then all you have to lose is ‘time’.
- Sometimes time is your most precious commodity so it’s worthwhile having a backup machine, even just a Mac mini or being able to borrow one. Mac-Sys have a couple of machines they use as loaners for this purpose but they’re usually booked up weeks and weeks in advance.
- If, after a repair, you find a problem then get it back to your AASP as soon as possible. Apple have very strict policies on repeat repairs. If you have an issue and don’t report it then it’s your own fault. Definitely do not wait until another more serious issue occurs before getting it sorted. Get it sorted as soon as possible. Mac-Sys treat any returns like this as the same repair if it comes back within 2 days. Apple’s policy is more strict than this.
- Some parts are sent as-is. They’re sealed units and we can’t do anything other than run tests to see if they’re okay. Some parts take a long time to arrive. Your AASP is not holding these back, they just haven’t arrived. Getting angry won’t help.
- If it’s a warranty repair, then you are covered by the terms of the warranty. and it’s unreasonable to expect more than that. Accidental damage, as mentioned, is not covered. Neither is software covered by the warranty. Why? Because end users can reload their own software but yet cannot be reasonably expected to take a screwdriver to a MacBook Pro.
- Apple have the best customer service results across the market. If you have a problem and your AASP cannot fix it in a reasonable time (either for technical reasons or contractual reasons), then they will likely suggest you call Apple Customer Services. They are not trying to fob you off, this is the route you have to take. If you have to talk to Customer Services, be polite, be firm and be nice about it. You catch more honeybees with sugar than vinegar.
- Lastly, and think about this whether you’re going to an Authorised Service Provider or to a Genius in an Apple Store: they are people too. They have feelings. Don’t shout at them. They don’t get paid to be your whipping boy.
I hope that helps clarify matters.