My AppleCare experience is slowly improving

I called the Galleria Apple Store today and spoke to the head of the tech department (who will be doing the actual work on my machine) and described the bad experience I had yesterday.

He apologized for the behavior of the Apple Genius (who had diagnosed all of the machine’s problems as being due to cigarette smoke before he even unpacked it out of the box) and said “Hey, you’re under warranty, plus you have AppleCare, don’t worry we’ll take care of you.”

It seems that I just had the bad luck yesterday of encountering a rabid anti-smoker.

Anyway, I’m expecting a call later today from the actual tech to tell me the status of my machine. After speaking with him, I feel better about any future dealings with that particular Apple Store; it was nice to be able to talk to someone who didn’t act like a condescending know-it-all.

7 thoughts on “My AppleCare experience is slowly improving

  1. I’m not surprised. There are a few jerks working at Apple, but for the most part, they’re good people and very helpful. And when you’ve got Apple Care, they bend over backwards to help.

    I made the mistake of not getting Apple Care when I bought my first PowerBook G4, the old Titanium. One petty annoyance of the Titanium was that the paint on the plastic bits was extremely prone to flaking off. There was even a site, “tipaint.com”, where you could buy touch-up paint for it. And after a year or so, some of the plastic even cracked in a few places. The laptop was looking like a real road warrior. That’s when I decided to decorate as seen in http://gallery.xcski.com/v/misc-pics/powerbook/

    After I’d had it about 2.5 years, the hinge broke. Apple wanted tons of money to fix it, but I bought some replacement hinges on eBay. That was a bit of a mistake, as the case never went back together exactly right. But I was talking to a friend who had the same model Powerbook, and had the same problems with paint, with cracking plastic, and when his hinge broke, he sent it in under Apple Care, and they fixed the hinge but also replaced all the plastic parts. Mine looked like an old road warrior, and his looked as good as new.

    Since then, I’ve always bought Apple Care on portable products (except iPod Shuffles, because they’re so cheap), and often needed it. But Apple has never failed to make things right for me since then – new power adaptors, replacement DVD burners, repaired hinges, the whole shebang. The only thing I’m annoyed at them is that they acknowledged a design flaw with the motherboard of certain iBooks, but only covered the failure if it happened within a certain time-frame. My step-daughter’s iBook was one of the vulnerable ones, but it failed a few months after they stopped cover it, so the iBook is now a door stop.

  2. Just an FYI though, hinges aren’t covered by AppleCare, neither are latches and such because they are mechanical parts that take abuse and will eventually fail over time. Even if your machine is 30 days old it’s still not covered because a hinge or a latch can’t just suddenly stop working unless something happens to it.

  3. i would have still put a bullet into the original “genius”.

  4. @John: There were a couple of machines in the Titanium line where we were covering hinge problems. In most cases, the left hinge would seize up and you’d go to open or close and it’d just …. POP!

    I’m kind of shocked by this story, really. I’ve _never_ heard of a warranty being declined for this issue, citing this cause… and I was a Mac Genius for four years, and worked for Apple elsewhere for two years before that!

    (note: I was a Genius during that era, but no longer. Humorously, the Houston Galleria store is one of the ones I worked at. I don’t think I know anyone still working there, though, so I doubt I could guess who was responsible for this)

  5. @James: I’m sure I’m feeding a troll here… but that type of attitude is exactly why good people refuse to work retail, leaving those jobs to the idiots.

  6. @John – Just an FYI though, hinges aren’t covered by AppleCare, neither are latches and such because they are mechanical parts that take abuse and will eventually fail over time. Even if your machine is 30 days old it’s still not covered because a hinge or a latch can’t just suddenly stop working unless something happens to it.

    In the case of the TiBooks, customers who had the hinges snap or the paint peel and had AppleCare had their physical issues dealt with under coverage, as a directive from above. If Apple finds a hardware glitch, they take responsibility for it, and will have special programs to deal with it. Sometimes these programs are special extensions (REAs) of the limited warranty, other times, like in the TiBook case, they are only for AppleCare holders.

    –ex-genius.

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