Apple - Think Twice

Re:Apple - Think Twice by burriko on Monday December 03, 2012 @12:19PM (#4866498)

Interesting. I've had the exact same problem, and yet what happened to me was the best customer service I've ever experienced.

I had bought a 15" retina MBP at launch, but only noticed the ghosting last month. After booking an appointment with a 'genius' online I arrived ready to argue my case. What actually happened was that the 'genius' agreed with me straight away that the ghosting was intolerable, and without doing any testing besides what I'd shown him recommended that they replace the screen. I left my MBP at the Apple Store and 3 hours later received a phone call to say that the repair had been completed and my machine was ready for collection.

I don't think there's another computer supplier that:-

A. I could book an appointment online to get my laptop looked at the same day.

B. Actually has a local store with support staff.

C. Could carry out the repair at said store, the very same day.

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Re:Apple - Think Twice by ericabiz on Monday December 03, 2012 @01:09PM (#4866808)

Both Dell and Lenovo offer on-site service where a tech comes to you. It's an upgrade from their "standard" warranty service, but totally worth the extra $, especially if you rely on your computer.

In addition, they both have "accidental damage" with some of the higher-end warranties, so they'll cover you e.g. if you spill soda in your laptop.

More info:

Lenovo: http://www.lenovo.com/services_warranty/US/en/lenovo-warrant...

Dell: http://www.dell.com/content/topics/segtopic.aspx/services/se...

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Re:Apple - Think Twice by madeofchalk on Monday December 03, 2012 @11:41PM (#4869578)

For what it's worth, Apple also offers on-site with AppleCare.

And then in the cases for certain quality programs, such as the iMac hard drive replacement [1], they will do on-site even if you don't have AppleCare and/or are out of your 1 year warranty.

[1]: http://www.apple.com/au/support/imac-harddrive/

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Re:Apple - Think Twice by josephcooney on Monday December 03, 2012 @02:14PM (#4867238)

And Dell often throw in the on-site support option for free for a year or so, if you buy their higher-end models

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Re:Apple - Think Twice by stcredzero on Monday December 03, 2012 @12:37PM (#4866607)

> Interesting. I've had the exact same problem, and yet what happened to me was the best customer service I've ever experienced.

Not all geniuses are created equal. Some of them are horrible. Some are great. It's like any other population of human beings. I've gotten both kinds.

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Re:Apple - Think Twice by intellegacy on Monday December 03, 2012 @12:41PM (#4866637)

That's nonsensical. Apple is marketing these staff as "geniuses". They're supposed to operate on a higher standard than the stereotypical brain-dead tech support; thus we should hold them to that standard.

If Apple's standards are as low as those of other companies then they really don't deserve to earn the price premium they charge.

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Re:Apple - Think Twice by stcredzero on Monday December 03, 2012 @01:15PM (#4866847)

> That's nonsensical.

Wow, I chime in with a on anecdote supporting your position, coupled with a universal truism, and you say I'm promulgating nonsense. Take a chill pill.

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Re:Apple - Think Twice by intellegacy on Monday December 03, 2012 @01:41PM (#4867018)

It wasn't my intention to come across as an ass, sorry. Your anecdote implies a deeper insight though: if the "genius" is just another standard tech support employee then Apple's use of the moniker is misplaced.

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Re:Apple - Think Twice by stcredzero on Monday December 03, 2012 @02:45PM (#4867389)

> then Apple's use of the moniker is misplaced

It's called marketing. Also, don't believe everything you read.

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Re:Apple - Think Twice by jph on Monday December 03, 2012 @01:59PM (#4867156)

Lenovo's service and support is superb. I have had screen repairs from both Lenovo and Apple this year, and Lenovo completely impressed me with their speed, courtesy, and follow through-- they sent a repairman to my office with a brand new screen, all fully covered by warranty.

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Re:Apple - Think Twice by dagw on Monday December 03, 2012 @03:47PM (#4867695)

My dad broke the screen on his work Dell laptop. Entirely his fault. He called up Dell and they said they'd send a tech to his office to replace the screen. My dad said he was working from home that day and Dell said fair enough and sent the tech to his house. He had the screen fixed later that afternoon.

Now obviously I'm sure my dad's company pays handsomely for that service, but my point is that many companies do a lot better than Apple if you're willing to pay for it.

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Re:Apple - Think Twice by keithpeter on Monday December 03, 2012 @04:03PM (#4867789)

UK or US? OP is in UK. Might be a significant fact, sadly.

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Re:Apple - Think Twice by burriko on Monday December 03, 2012 @04:09PM (#4867834)

I'm also in the UK. It was the Apple Store in Newcastle.

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Re:Apple - Think Twice by keithpeter on Monday December 03, 2012 @04:17PM (#4867887)

Then, Sir, you are blessed.

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Re:Apple - Think Twice by WayneDB on Monday December 03, 2012 @12:51PM (#4866699)

It's not unheard of. I've had Dell service people out to my office on the same day. I don't think Apple even offers on-site service.

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