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:) al

Why I WILL keep buying Apple

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:) al   

well...

 

a week or so ago… my iPhone 6s was playing up….made a genius bar appointment last week, as my battery would get to 50% and then could randomly die off…. the guy at the apple store just swapped my phone for a brand new one…no matter nearly out of warranty :)

 

then today our 2011 macbook pro just crashed wouldn't boot up. genius bar again, tech guy does some tests ,,, yep video card failure…. tells me this has been determined to be a known problem with this series and will be fixed at NO cost. tell him actually I got it fixed last year … they had to swap out the motherboard for a new one and cost quite a bit. he brought up the amount I paid printed it out. gave me the phone number for apple care to ring next week told me given a known issue they will refund what I paid last year !  and to boot apparently when they replace things internally I basically get an upgrade processing and graphics card wise as part of the deal ! 

 

pick up the macbook pro next week,

 

very pleased and with service like this why would I buy another brand ! 

 

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@:) al

 

that's super awesome....

 

i can can tell you I'm  looking at the next generation MacBook Pro that's possibly due in October.  Im waiting for this rental property to be sorted out and then when I'm capable I'll consider another one.

Ive never had any issues with any of the company issued iPhone  4 or 5.  The 4 I've had since it was released in 2011 and that's the longest I've had any phone without an issue.  

The MacBook Pro was given to my daughter for here entry into RMIT and 12 mths of her using it the screen developed some faded patches, took it into Apple at Highpoint and the guy commented on how it looked brand new out of the box.   I won't buy anything else, if you have a look at the built quality of any Apple products it's in a league of its own.  Look at my company issued Lenovo and the double sided adhesive on the screen for the cover was coming off even out of the box!   And when you get support like what you have encountered, why would you consider anything else.

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:) al   

super impressed I tell you. when ours crashed and wouldn't boot. I started to think gee maybe that was the end of it…and saw as well new model in october…..

 

but thank good ness no cost will get sorted. 

 

we might eventually end up getting a new 2nd macbook pro in any case…. perhaps next year ?

 

one second machine is an old white macbook can you believe will be 10 years old next year….kinda hard to believe it is still going. is what am typing on now and what we have been using as back up since the newer machine crashed.

 

quite amazing a nearly 10 year old machine still functions…. and quite useable for just about anything while probably can't run probably any of the very latest software that might require a later machine, this one functions perfectly fine in its apple eco system. i gave it a refresh a year or so ago with a ssd drive and as much ram it would take and it flys along :D 

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LHC   

Completely opposite experience here with Apple. Purchase one of the Apple wired ear buds in January for my son to use with his macbook. After less than six months of use it broke and fall apart. Took it back to Apple store and got into a heated argument with their genius. They refuse to accept it back under warranty for repair or replacement. All I will say is that it was not a pleasant experience. In contrast we had a Sennheiser headset that also broke apart during warranty. I contacted Sennheiser and they accept it back, repaired it for free, and paid the return postage and gave us brand new packaging as well. So our warranty experience with Sennheiser is far far superior to Apple.

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When the iPad was 1st release I though; who would be that brain washed to buy and use a bigger version of an iPod?    

 

Then my son bought me one for Xmas,  I said that's useless to me!   In his face and threw it back at him.  He locks onto the wifi and hands it back to me......5 hrs later the battery need charging.....holy crap, I've just used this for 5 hrs!   It's lite portable, compact and with an amasing battery life for what you do on it!   When the ipad2 was release, work issued it to log onto there new system, I'm using it ever since, all my manuals are on it and everything else I do privately .

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Sime   
45 minutes ago, LHC said:

Completely opposite experience here with Apple. Purchase one of the Apple wired ear buds in January for my son to use with his macbook. After less than six months of use it broke and fall apart. Took it back to Apple store and got into a heated argument with their genius. They refuse to accept it back under warranty for repair or replacement. All I will say is that it was not a pleasant experience. In contrast we had a Sennheiser headset that also broke apart during warranty. I contacted Sennheiser and they accept it back, repaired it for free, and paid the return postage and gave us brand new packaging as well. So our warranty experience with Sennheiser is far far superior to Apple.

 

'That's all well and good, but what we don't know is how well the headphones were treated, and I'm not trying to be nasty is saying so. But if your only bad experience is with a pair of EarPods, which are the cheapest kinda throw away thing they make. 

One genius in a bad mood a company dosnt make. 

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Sime   

The guy who was using the Belkin screen protector machine today was a bad example of an Apple employee, nice guy, but did not want to be there. You could plainly tell it's not the job for him. But I think no less of the company because of a bad apple ;)

 

by the way, if anyone thinks they'll get a belkin glass screen protector for the 7+, forget about it, it's not wide enough for the screen and the edge of the protector makes a rainbow effect. They took it off and gave me my $45 back. Bad belkin, very bad. 

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LHC   
32 minutes ago, Sime said:

 

'That's all well and good, but what we don't know is how well the headphones were treated, and I'm not trying to be nasty is saying so. But if your only bad experience is with a pair of EarPods, which are the cheapest kinda throw away thing they make. 

One genius in a bad mood a company dosnt make. 

 

Sure. It would be inappropriate here for me to use my bad experience to tell others not to shop with Apple. Given Apple can't defend themselves here so I won't go into the specifics. Let just say their reason for refusing to honour the warranty was that they had concerns about the treatment of the headphones, and even after much debate they flatly don't believe us. In contrast Sennheiser repair our headset free of charge under warranty, paid postage, gave us new packaging, and all without asking a single question about the cause of the breakage. Now that is what I would call gold standard in customer service. 

 

17 minutes ago, Addicted to music said:

You have to be nice to those genius to get anywhere, it's just people skills. :P

 

I know that, I wasn't born yesterday :). Let just say I was very firm, but remained polite and respectful in my dealing with them. 

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2 hours ago, LHC said:

 

Sure. It would be inappropriate here for me to use my bad experience to tell others not to shop with Apple. Given Apple can't defend themselves here so I won't go into the specifics. Let just say their reason for refusing to honour the warranty was that they had concerns about the treatment of the headphones, and even after much debate they flatly don't believe us. In contrast Sennheiser repair our headset free of charge under warranty, paid postage, gave us new packaging, and all without asking a single question about the cause of the breakage. Now that is what I would call gold standard in customer service. 

 

 

I know that, I wasn't born yesterday :). Let just say I was very firm, but remained polite and respectful in my dealing with them. 

 

Not to question or diminish your experience, but my reaction to this is that you are comparing apples (*groan*) and oranges.

 

For Sennheiser, headphones are their core product and for most peoples' experience, their only product. If word gets around that they don't have good support for their core product they're sunk. When I sold them their support was mostly good, but slow.

 

For Apple, on the other hand, those earbuds are something they give away with their core product. They are made cheaply, sold cheaply or given away and its not uncommon for them to get mistreated. I'm kind of surprised that they didn't just give you a pair and send you on your way (as I've heard happening before) but I'm also not surprised that, particularly if you were being "very firm" that they dismissed you with a equally firm "tough"

 

A reverse comparison would be if you had an issue with your iPhone vs an issue with the carrying case that came with your Sennheiser headphones, if that makes sense?

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3 hours ago, RankStranger said:

 

Not to question or diminish your experience, but my reaction to this is that you are comparing apples (*groan*) and oranges.

 

For Sennheiser, headphones are their core product and for most peoples' experience, their only product. If word gets around that they don't have good support for their core product they're sunk. When I sold them their support was mostly good, but slow.

 

For Apple, on the other hand, those earbuds are something they give away with their core product. They are made cheaply, sold cheaply or given away and its not uncommon for them to get mistreated. I'm kind of surprised that they didn't just give you a pair and send you on your way (as I've heard happening before) but I'm also not surprised that, particularly if you were being "very firm" that they dismissed you with a equally firm "tough"

 

A reverse comparison would be if you had an issue with your iPhone vs an issue with the carrying case that came with your Sennheiser headphones, if that makes sense?

 

Well, it seem like that he buys headphones to break them,  goes back to the point of purchase and expect them replaced under warranty.

if you return any item under warranty and it looks physically abuse, don't expect that to be replaced or repaired under warranty.  

I have had those cheap apple buds and have never sent them back for warranty .  I have a Stax Lambda Pro for 25 yrs and the have never been sent back,  neither has the T90.

the genius  look for physical abuse before a product can be repaired or replaced at no cost, why should you replace a product free of charge when it looks like it's been bashed to death, dropped or saturated with water?  That to me is intentional abuse and a company has every right to reject.  On the other hand if you returned the product that looks intact and brand new out of the box and it goes faulty, that's another story.

 

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LHC   
51 minutes ago, Addicted to music said:

 

Well, it seem like that he buys headphones to break them,  goes back to the point of purchase and expect them replaced under warranty.

 

 

 

That is very rude of you to make assumption about other people's lives in an open forum :(.

 

I didn't want to go into specifics in this thread because Apple is not here to defend their side of the story, so I don't want to make it a case of 'I am right, Apple is wrong', or vice versa. I am rightfully making a valid comparison that their warranty service falls very short of the very best possible in the market place. 

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LHC   
6 hours ago, RankStranger said:

 

 

A reverse comparison would be if you had an issue with your iPhone vs an issue with the carrying case that came with your Sennheiser headphones, if that makes sense?

 

Thank you for your polite and rational post. I understand where you are coming from, it is a possibility, but without knowing their business model I won't know for sure. However if we extend your logic then one should never buy any Apple accessories because third party brands that specialise in those accessories would give you a much better experience.

 

In my debate with Apple over the broken ear bud I made it clear that our household uses several Apple products, we invested in their ecosystem. The buds broke apart within six months of purchase, so I was really taken back that they won't try to accommodate me as a gesture of 'goodwill'. As someone who have used Apple products since their IIe days, that was a hard pill to take. 

Edited by LHC

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2 hours ago, LHC said:

 

That is very rude of you to make assumption about other people's lives in an open forum :(.

 

I didn't want to go into specifics in this thread because Apple is not here to defend their side of the story, so I don't want to make it a case of 'I am right, Apple is wrong', or vice versa. I am rightfully making a valid comparison that their warranty service falls very short of the very best possible in the market place. 

 

 

my apologies if you think I'm being rude, but it's the cold hard facts.  

 

Look at the OPs case, the laptop went dead, no physical abuse on panels and he gets a new PCB replaced  for free because they know there's a known issue with that particular series of laptop.  

However you showed up with a physically damage set of buds and expect that to be replace for free...I don't think so!

ive been dealing with these circumstances most of my life, office pruducts are the most abused items in any office environment, 60-80 of the time why a copier don't work properly is because it's not used correctly like properly loading the paper trays and clearing jams.  Unintentional physical abuse is another and also intentional abuse that makes it worst.  I've had police officers damaging a copier glass trying to photocopy the serial number of a gun!

And with major contracts, the rep and the assoc sales manager commands us to turn a blind eye and wear the cost.....so you know what I say?  ......I tell them this:. Drive a brand new BMW or a Audi out of the showroom floor, go and crash it into a pole, drive it back to the showroom and demand a new vehicle....see how far you get!  

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Sime   

Agree. Apple buds, while being cheap, don't just break. And companies arnt in business to replace everything that a consumer breaks. And I'm not making assumptions about your child @LHC but kids will be kids. No offence please :)

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LHC   

Again, it is inappropriate for me to argue my personal/specific case here. Needless to say I wouldn't have wasted my time trying to make a warranty claim unless I believe I have a fair case to make. We have many headsets and ear buds (some Apple ones too) that broke after a reasonable period of use. Generally I don't bother chasing up their warranties. But we have never experienced one like this that broke apart after only a short few months of use. I will leave it at that. 

 

 

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cookster   

I have experienced both good and bad from Apple, but the good experience was a couple of years ago when I accidentally got my iPhone 4 wet and they replaced it for a new one for small fee (about $170 I think) and did it with a friendly smile.

 

Things seem to have changed at Fountain Gate Apple however and my last 3 experiences of visiting the Apple Store have all been negative.

 

MacBook fault, sorry no help, you need to buy a new one..................maybe I will but not another MacBook thanks.

 

iPhone 5c fault (mine, just out of warranty), sorry it appears to have crashed after a software update, but it appears to be a hardware fault, we can sell you a replacement 5c for $400 or you can trade it in and we'll give you $75. Not on your nelly I say and buy a rather nice Samsung Galaxy!

 

iPhone 5c fault (wife's) same as above.

 

its like they (Apple Fountain Gate) just don't care anymore, and yet we are free to buy a different brand and do so.

 

I am not concerned about Apple's inability to defend themselves on this forum. They are a massive multi national corp and should improve their business model (to the way it used to be) and then they wouldn't need to defend crappy products and poor customer service.

 

Genius Bar techs at Fountain Gate don't appear to be techs at all, just normal teenagers who have little idea about fixing stuff.

 

(And yes, we were very nice and polite to them, but they now only seem interested in selling new products).

 

Guess I am bit OFF Apple heh, you bet ya!

Edited by cookster
typo

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A good few years ago my iPhone 4 had a "stain" on the screen. Apple replaced it immediately and with the new one, sent me a post paid mailer to return the old one. New one first, return old one second--good service to my way of thinking.

 

My new 27" 5K iMac developed some video problems--after I had modified the stand. They fixed it under warranty--no issues. Unfortunately while taking it to the shop I chipped the screen. They replaced the screen free (a $1300 part!).

 

Greg

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Hensa   

I'm anything but an Apple fanboy but I have to highly rate their customer service when my wife took her iPhone 6s to them because of a cracked screen and an intermittent fault that related to moisture inside the phone and they replaced the phone for free. My wife was so stunned she almost tried to talk them out of it but they explained that they would use the phone's fault to learn how to improve future models. My wife came to her senses and gratefully accepted the very generous offer!

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LHC   
5 minutes ago, Hensa said:

I'm anything but an Apple fanboy but I have to highly rate their customer service when my wife took her iPhone 6s to them because of a cracked screen and an intermittent fault that related to moisture inside the phone and they replaced the phone for free. My wife was so stunned she almost tried to talk them out of it but they explained that they would use the phone's fault to learn how to improve future models. My wife came to her senses and gratefully accepted the very generous offer!

 

Was her phone still under warranty at the time? We took a cracked screen iPhone (out of warranty) back to the Apple store and was told the only option was to purchase a refurbished one of exactly the same model. They won't even allow us to replace the cracked phone with a newer model despite our offer to pay extra cost. 

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rantan   

 

I don't own an iphone and never have,  but I personally know of at least 3 people who have had issues of various type and severity and each one has had their phone replaced without any issue whatever. In one instance, the phone was actually out of warranty but since the fault had recurred several times it was replaced with a brand new model.

My phone needs are very simple and I have no need for an expensive phone ( of any brand ) but based on my knowledge  my friends and family who had their phones replaced are delighted with the service by Apple.

The thing to remember with any consumer electronic device is that there will always be a range of anecdotal experiences and unfortunately some fanbois and anti fanbois will seize on the post that suits their biases to either demonise or canonise their preferences

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Hensa   
47 minutes ago, LHC said:

 

Was her phone still under warranty at the time? We took a cracked screen iPhone (out of warranty) back to the Apple store and was told the only option was to purchase a refurbished one of exactly the same model. They won't even allow us to replace the cracked phone with a newer model despite our offer to pay extra cost. 

 It was out of warranty although warranty doesn't cover a cracked screen because the phone was dropped anyway. I think we just got lucky with a rep that was having a good day and wanted to do a good thing for a customer.

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Seems like a lot of Apple products break down.

 

I guess their warranty has to be good otherwise the flood to Android would become a tsunami :D

Edited by Metamatic

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rantan   
52 minutes ago, rantan said:

 

 

 unfortunately some fanbois and anti fanbois will seize on the post that suits their biases to either demonise or canonise their preferences

 

Didn't take very long at all,but it was certainly inevitable

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