08-23-2004, 09:07 PM
Evan Wrote:Quote:Needless to say, despite the trouble with the machine, and the heartburn of dealing with Apple Support - in the end I'm left feeling fairly impressed with Apple. In the end, they did the right thing, and kept a customer.
Not trying to be inflammatory, Im just genuinely curious, but why would you be impressed with the situation? You were given junk equipment 3 times, recieved rude customer service (from a company that bills itself as a "premium" brand)
and the only way you did get a satisfactory resolution is doing something that 99.9999% of normal people in your situation would not do (or know to do)
Apple would have been completely happy with your expensive laptop taking up freezer space next to your hungry man dinners.
Excellent point - and surprisingly you're the only person to bring it up, here or over at Ars. It definitely shouldn't have had to go that far up the chain - but it did, and I *did* end up with the right resolution to the problem.
I've been told to eat a dick by so many "faceless" companies that even this small "win" felt pretty good. Apple definitely didn't *have* to give me a new machine. They could've kept replacing the logic board under warranty until that coverage ran out, until I lost my voice or got bored from being on hold. But, the outcome of this situation at least lets me know that even though a $5.50/hour tech support wienie doesn't give a crap about John's iBook experience, the man who leads the company and ultimately determines its business direction, ethics, and reputation seems to care enough to take a few seconds out of his day to fix something that went wrong. I'm ok with that, maybe even a little impressed
