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20070405 Thursday April 05, 2007

Don't-care

Is it just Apple UK? Or is the quality of Apple service degrading locally?

I have been using a Mac for nearly 5 years now. In that time, I have had cause to call Apple for help only a few times. Each time I have called them for help, they have gone out of their way to keep me going - especially when my old Powerbook failed in November 2005, when the manager of the Valley Fair Apple Store was overwhelmingly helpful and accommodating, way beyond what was required of him. Today, seeking support at a Genius bar in the UK for the first time, I met my first Apple jobsworth and I'm furious.

The problem is that the display is gradually failing on my Powerbook G4. I have Applecare, so I'm entitled to service. But the guy I spoke today took each opportunity presented him to be negative, and ultimately found a way to choose to interpret a clause in the Applecare terms to deny me repair service.

I'll stop there (at least until I am no longer furious). However, I'm wondering whether this is a UK effect or whether it represents a general downward gradient - I have noticed a similar difference in service attitude between, for example, Avis in the US and the UK, so it may just be I should stick to Apple US for service.

Posted by webmink ( Apr 05 2007, 02:27:06 AM PDT ) Permalink Comments [5]
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Comments:

See? You should have listened to Momma and bought that Dell ;-).

Posted by Andy Jobsworth on April 05, 2007 at 02:52 AM PDT #

I had a similar experience in Ireland. My powerbook had a problem shortly after I bought it (back in '02). Then Apple arranged for collection, repaired in in-house and delivered it back. Superb service. Last year the same machine developed a series of problems. First, the latch went. At this stage the repairs had been outsourced. The machine came back with the display not working. I was without the machine for nearly two months!! I did eventually get passed through to someone in Apple's executive care relations, who must have leaned on the repair outfit. A month after the machine came back the DVD drive failed. Similar experience. After a total of 5 repairs in under 6 months, they eventually replaced the machine (as a bonus, I managed to negotiate an upgrade from a 12" G4 to a 15" macbook pro!!). The lady in the Exec care was extremely polite, responsive and helpful. Something of a contrast to the front-line support.

Posted by Duncan Foster on April 05, 2007 at 05:27 AM PDT #

I have had tat experience as well. I was trying to return an iPod that my wife bought for me and they refused to take it back because it was going to be end of lined in a month. So I had to list it on EBAY - luckily there was enough demand for these things otherwise I would have lost a lot more money

Posted by Insatiable on April 05, 2007 at 05:56 AM PDT #

Just be lucky you have an Apple Store at all! I'd love one in Dublin... it's a nightmare trying to find anywhere that will repair Macs here. (And as my PB's data display cable is on the way out, I'm going to need one very soon.)

Posted by Calum Benson on April 05, 2007 at 07:51 AM PDT #

Exactly the same happening in Spain. The post-sell service is crap.

Posted by Alberto Ruiz on April 05, 2007 at 03:47 PM PDT #

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