Home / Laptops / Dear Tim Cook: Instead of repairing my MacBook, Apple gave me back a Thanksgiving Turkey

Dear Tim Cook: Instead of repairing my MacBook, Apple gave me back a Thanksgiving Turkey


(Symbol: ZDNet)

Whilst the vacations are meant to be about rest and spending time with circle of relatives, they may be able to incessantly be anxious — and not anything is worse than having to handle opposed buyer pride problems in retail all through a particularly anxious time of yr.

Particularly, it in reality stinks when your laptop dies all through the vacations, and you’ve got to carry it to a large field retailer for restore (particularly when you must cross to the mall, when everyone seems to be out buying groceries, and it is an utter madhouse having to handle visitors and parking).

One of the most retail retail outlets that I’ve mechanically had just right fortify reviews with all through the vacations has been Apple. Even if I’ve had my problems with the corporate over the a long time, I’ve at all times valued their personalized effect and their want to do what is correct for the client is fairly.

So, when my highest buddy of over 30 years, Mark, referred to as me at the telephone to hope me a Satisfied Thanksgiving vacation and describe his story of woe to me, I used to be completely shocked.

Mark, who lives in Lengthy Island, N.Y., the place we each grew up, had a topic together with his 2013-era MacBook Professional. Particularly, he spotted the anti-glare coating on his display screen used to be deteriorating.

After consulting with buyer fortify at the telephone, Apple stated it used to be a identified factor and advised him to carry it to his native Apple retail location on the Walt Whitman Mall, the place they might restore it totally free.

Nice. Proper? Smartly, no longer so nice.

The lengthy and wanting the tale is that once 5 — now occurring six — separate visits to the shop, the pc got here again in worse situation than it arrived.

An incompetent bench technician fried the principle good judgment board and the I/O board whilst re-assembling the gadget, and the shop blamed the issue on a third-party Broadcom Wi-Fi module that Mark had swapped out with the OEM unique.

Remember the unique explanation why for the discuss with: The display screen glass wanted substitute because of a faulty anti-glare coating. There used to be no explanation why to debris with the machine good judgment.

He now has a pc that has no functioning Wi-Fi and is being requested to pay $134-plus in portions for a gadget that Apple goes to refuse to carrier in two months time, as a result of Apple handiest helps programs for 5 years.

Oh, and the icing at the cake? The case clamshell is now not as it should be aligned.

Additionally, after opening up the machine to position again the OEM Wi-Fi card (as asked by way of his CSR prior to Apple may resume paintings on his laptop), my buddy found out that the inner cabling used to be no longer re-installed as it should be and brief — because of an incorrectly re-installed energy provide by way of the bench technician — can have broken the machine, which they’re now asking him to pay further cash to fix.

As a certified carrier middle for any OEM, for those who injury anyone’s machine all through the process a restore, it’s incumbent at the carrier middle to go back the machine to just right functioning order or to interchange the machine completely — without reference to the price incurred by way of the carrier middle.

You busted the article at the working desk. It’s now your downside. No blaming buyer put in peripherals, and many others., which can be unrelated to the explanation why the machine is at the bench.

What came about to Mark is unconscionable. We are not speaking about simply any restore middle right here; that is an Apple retail location in a heavy-traffic mall.

I do know you might be almost definitely requesting extra main points. So, I’ve requested Mark to put in writing an in depth letter to CEO Tim Cook dinner’s workplace explaining the series of occasions, as a result of no Apple retailer will have to supply such terrible customer support through which the client is being blamed for errors that have been made by way of their very own bench techs.

They will have to be embarrassed about themselves. And, at a naked minimal, Apple will have to change his laptop.

Each individual in control who made excuses to hide their asses and who used to be concerned on this ridiculous blame sport and the incompetent bench technician who broken the program by way of striking it in combination so haphazardly will have to face penalties.

That is the freaking Apple retailer in a hectic New York Town suburb of one.five million other folks — no longer a antique TV restore store in a one-stoplight the town. Apple will have to be hiring the most efficient bench techs they may be able to in finding.

This is a lengthy, complicated story that I would not want on my worst enemy, let on my own anyone who used to be the most efficient guy at my marriage ceremony. However I recommend you learn it, as a result of if someone thinks that as a Mac proprietor they’re resistant to crappy customer support and tech fortify, suppose once more. It would occur to you.

Here is an excerpt to get you began:

I gained any other name from Ryan, asking me how the entirety goes, and I defined to him that I gained the pc again in deficient situation. It’s now overheating, and the clamshell isn’t absolutely aligned. The chassis is so scorching above the serve as keys that if I depart my hands there for quite a lot of seconds I might burn my fingertips. (Please observe: This isn’t an exaggeration, as I wish to pull my hands away nearly right away.) He made notes within the machine and informed me to verify the shop is aware of about it once I return for the 6th time.

I believe like I introduced in a superbly running laptop with handiest an exterior anti-reflective glass coating downside, and now I’ve a tool that would possibly no longer remaining any period of time, because of the overheating factor and the fast from the unfastened connection at the energy provide. The mistaken connection rather well will have broken the I/O board together with growing different issues internally that experience no longer risen but.

Learn the remainder of the letter right here.

Replace 1: As of Sunday, December three, the Apple retailer on the Walt Whitman Mall nonetheless refuses to do further paintings on Mark’s machine — recently being held on the retailer — until he has the same opinion to pay them for the maintenance. That is even supposing since receipt of his letter, AppleCare and Apple’s government workplaces have advised the shop to totally repair the gadget to running order at no further price to the client.

Replace 2: As of Wednesday, December 6, Apple company, the Walt Whitman retailer and Mark have resolved all in their problems to their mutual pride. Whilst I can’t expose the main points, he is as soon as once more satisfied to be an Apple buyer.

Have you ever had a not up to stellar fortify and service enjoy at an Apple retailer not too long ago? Communicate Again and Let Me Know.

About Omar Salto

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