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This is a very known feature of Apple, especially if you are subscribed to Louis Rossmann's channel. Basically, Apple is going to treat you first class only unt
by lmilcin 6y ago
This is a very known feature of Apple, especially if you are subscribed to Louis Rossmann's channel. Basically, Apple is going to treat you first class only until you have a hardware problem.
Not just allergic to any hardware needing repair, Apple will go out of their way to make your life miserable. At the very best their repair is to replace most of your device for a hefty price, at worst they will flat out refuse to help even if you offer them to pay out of your pocket but also put their legal departments to work ensuring there is nobody else on the market to compete with the service they don't provide, stop shipments of parts that don't infringe on any trademarks or patents, and so on.
- mvkel 6y agoVery known? I’ve been buying Apple since 2001 and in that time have felt like first class in all interactions with the company, even the post-Jobs era. I know a few who think like you, but whose experience is relatively close to mine (they may have gotten a bad iPhone one year, etc.) This sounds more like the usual “Apple is too expensive and just cares about profits” trope.
- cainxinth 6y agoApple isn’t alone with that strategy. I bought a fairly expensive Dell XPS 15 that was overheating. They literally replaced the mobo (which had an i7 and a GTX 1050 attached to it) four different times... and the entire process was a year long nightmare. Between express shipping, in home techs, and parts, they spent way more than it would have cost to replace the unit. And, it never solved the problem. I have to underclock it before doing anything very CPU intensive.
- tbrock 6y agoThat sounds unusable, it's probably a problem with the design. Why ever buy a Dell again?
- gambiting 6y agoSame here, just with an XPS13 - the laptop had insane(and I'm not exaggerating) coil whine, and also would randomly not go to sleep just stay on and slowly cook itself in a whatever case you put it in. Dell replaced the mobo 3(!!!) times, then finally replied that it was the last time they will repair that machine due to these issues for me and that was that.
- mschuster91 6y ago> and also would randomly not go to sleep just stay on and slowly cook itself in a whatever case you put it in This happens to my MBP every other month. With a classic Windows laptop you always have some sort of LEDs that indicate the state of power/charging when it is closed - with a MBP, nothing.
- ben-schaaf 6y agoUnless you're talking about overheating to the point of shutting down, the CPU/GPU getting to 100+ degrees and throttling is quite common and expected in thin laptops - it's a design choice to prefer light weight and thin over decent cooling and/or underclocking/undervolting and to only throttle near the limit rather than at lower temperatures.
- anjc 6y agoThe XPS 15 throttles horribly at reasonable temperatures. Many people re-seat the heatsink on the CPU and GPU and it fixes this issue.
- cainxinth 6y agoI am very much talking about the unit shutting down from heat. If I plan on rendering video overnight or anything like that, I change the maximum CPU utilization to 97%. If I want to play a modern game with heavy requirements, I set it to 80% or even less.
- mapgrep 6y agoThis is why I no longer buy AppleCare or any other extended coverage product from Apple. In 2008 I bought a new 15” MacBook Pro and two coverage policies: AppleCare for manufacture issues and Safeware for any accidents. One day in the first year or two the keyboard stopped working, I took it in they replaced it. Then about a week later it wouldn’t boot. I took it in and a tech at the Apple store (Emeryville Calif) insisted it must be some kind of liquid spill. Because there was “Schmutz” on the side of the motherboard. I guess their theory was I spilled colored liquid or soup or something on it (??). Now I was covered against accidents the problem is there was no accident. Apple refused to even examine the machine beyond glancing at the side of the motherboard which apparently could be done without disassembling the machine. Couldn’t file a claim against Safeware because that would be fraud. I get mad still just thinking about it. I bought a MacBook Pro 13 2010 like a chump.
- joering2 6y agoHow about not buying any product of Apple at all? Whether its laptop, desktop, phone, watch or tablet - there are mature "replacement" for Apple and they work many times even better!
- lmilcin 6y agoJust because Apple makes things that are difficult to impossible to get repaired doesn't mean they are bad. Apple doesn't aim at the low end of the market. Users can think of this as another part of the cost of the device. I have a Thinkpad that is 6 years old. I have spilled things on it twice, and fixed it both times myself (both times completely drenched, once with latte, once with mineral water). I would like it to die but it just refuses to give up. If I was MBP user the problem would have been solved for me a long time ago and I would be happy owner of succession of laptops.
- HPsquared 6y agoAlso keep in mind Apple won't have to pay full retail on a replacement item.
- 6y ago
- wil421 6y agoHow is this a feature of Apple? I had the same experience with Sony Vaio’s in the early 2000s, corporate Dells, HP zBooks, and Apple Mac’s. Either they don’t bat an eye at the repair or they interrogate you about a liquid indicator or some other small issue to get out of it. Going through it with my HP zBook that is making a squeaking sound from the speaker. “I do hear a little noise but the speaker works fine. No problem here. -HP Support”
- CoolGuySteve 6y agoApple’s margins are wayyyyy higher than any of the other companies you mentioned. You’d think they could sacrifice some of that margin for a better customer experience when it comes to repair, otherwise what’s the point of buying an Apple device.
- dcow 6y agoYes but then they wouldn't be the most valuable company in the world.
- lmilcin 6y agoYou seriously think people would pay or buy less of Apple products if they provided better repair options?
- read_if_gay_ 6y agoThere’s more to stock prices than the number of people buying your product. GP’s point is profitability also matters and repairs cut into that.
- wetpaws 6y agoYes. Apple is a religion and faith needs to be regularly be tested in order to grow stronger.
- an_opabinia 6y agoI don't know dude, they've replaced like, 3 laptops for me, all the keyboards, everything. They fix it all, no problem, everything is easy when it's scheduled by appointment. I'm never at fault for the issue though.
- xenospn 6y agoSame. Never had a problem.
- andreareina 6y agoI've been in both sides of this. Seems like there's a limited range of issues they consider "valid", which tends to exclude design flaws (c.f. "you're holding it wrong", staingate). Outside of that visual confirmation seems to help a lot, my success rate on the phone is low until I start sending photos (and they still take days for replacements with parts in-stock). Anecdotally Dell and Lenovo will send technicians on-site to fix the issue. Easy when scheduled by appointment is table stakes; for stuff with iProduct pricing and positioning, they're not doing that great.
- pmontra 6y agoAdd HP to the list of companies with on site support. I got several components replaced at home in my laptops in the last 14 years.
- behnamoh 6y agoDo we need to subscribe to any special plans to receive such service? Or do they do that regardless of warranty and when/where the product was bought?
- pmontra 6y agoI bought the on site service warranty. It was about 100 Euro for 3 years (as in 33.33 per year) for my zBook 15 back in 2014. It got much more expensive on the fourth year (maybe 100+ per one year), then basically started to cover nothing. I got a quotation for 400 Euro to replace the keyboard. The original backlit one is about 130 Euro, the not backlit one is about 40. Of course the difference is next business day replacement but for a keyboard it's never so vital. I already replaced it myself a couple of times and bought a spare one because they'll run out of parts sooner or later. I keep my old laptop as a spare and kind of know what to buy next, ideally the same laptop, maybe a little lighter and with no number pad.
- kalleboo 6y agoApple is fine as long as you're under AppleCare(+) - you don't care if they have to swap out a whole motherboard for a single blown 0 ohm resistor as long as they're the ones paying for it. When I had the original 2012 MBP Retina, AppleCare swapped out literally every single part on it piecemeal, with no complaints. The hell starts when your AppleCare ends (unless you're lucky to be covered by an repair extension)
- mastazi 6y ago> you don't care if they have to swap out a whole motherboard for a single blown 0 ohm resistor as long as they're the ones paying for it. Some people do care about sustainable and environmentally friendly practices though.
- kalleboo 6y agoThey do sell refurbished machines, we don't know if the parts are repaired and put into those
- mastazi 6y agoWe don't know but perhaps we might agree that this is most unlikely?
- zapzupnz 6y agoNot to mention their extensive recycling programme.
- pja 6y agoApple’s re-cycling program has always been corporate green-washing. It’s far greener to make the maximum possible use of your very resource intensive products. That would eat into Apple’s profits however, so they go out of their way to make it as difficult as possible. Re-use beats re-cycling every time: Next time Apple crows about their “Green” recycling program ask how many of those devices are put back into use.
- bestnameever 6y agoApple wouldn't let me return (for store credit) or exchange a gift I received without a gift receipt despite me being able to provide the purchaser and the location of the purchase. The item was brand new and still sealed.
- mgoetzke 6y agoWell I have a broken Apple Pencil and now way to repair it or at least more cheaply replace it. The nearest Apple store is hours away (and another few hours of queuing up waiting for temperature measurements of all customers) and sending it in is not allowed.They did tell on the phone in a roundabout way they would replace it for about half the cost.
- bald 6y agothe thought of supporting this mentality & behavior towards customers makes me cringe. This is the primary reason why I will never buy any Apple hardware again.
- doctor_eval 6y agoNot my experience. I accidentally rammed my trailer hitch into my leg, which fortunately for my leg was protected by the iPhone 6 in my pocket. The hitch put a huge dent in my phone, broke the accelerometer and a bunch of sensors, obvious case damage though it was still working (remarkably). I walked into an Apple store and they replaced it on the spot, for free, despite it being out of warranty and obviously my fault. Just got my MBP keyboard replaced yesterday for free too (admittedly it is a piece of crap keyboard :).
- matwood 6y agoI dunno. I'm sure there are people who have bad experiences, but I've always had good experiences getting Apple hardware fixed with and without Apple Care. It's one of the reasons I've used Apple hardware for so long. Maybe my experiences are routinely good because I live near an Apple store and only deal with people in person?
- lmilcin 6y agoI understand that ANY corporation that has enough customers will have some of the customers unhappy, treated in error, etc. There is always possibility for bad employees, mistakes, missteps, etc. What I look at is the apparent policy of the company. Claiming shipment of refurbished touchscreens (https://www.vice.com/en_us/article/9kxzpy/apple-is-still-trying-to-sue-the-owner-of-an-independent-iphone-repair-shop-louis-rossmann-henrik-huseby https://www.vice.com/en_us/article/9kxzpy/apple-is-still-try...) or waiting for huge number of customers cry out loud for a long time to even acknowledge a problem is a policy problem.
- jtdev 6y agoI just had an iPad Air replaced with zero misery on my end; reported the problem to apple via support chat, tried basic troubleshooting with support tech to no avail, promptly received paid mailer, sent device to Apple and was then overnighted a new device.
- ornornor 6y agoDon’t forget how they won’t even acknowledge hardware is the problem until 5 years after the device came out and many complained. By that time, they might even be so generous as to offer fixing the problem with a partial recall, long after anyone got rid of their lemon. See the gfx chipset desoldering itself in 2012 (I think it was that year?) MacBooks, the butterfly keyboard that stops working the second a tiny spec of dust gets under it, etc.
- Ntrails 6y agoInteresting, I had exactly the opposite experience with a hardware issue. My iPod started showing symptoms pre warranty end, they suggested a software update, it got a bit better then a lot worse outside of warranty and they just sent me a refurb for free.
- goalieca 6y agoI once took a 5 year old laptop that was out of warranty. The battery was swollen so they fixed that for free. They also replaced the display panel because they noticed the hinge was a little loose. They also fixed a dead ipod touch for me once. Mailed me a new one and sent me a box to RMA the old one and I couldn't have spent more than 5 minutes on support.
- eganist 6y agoAssuming you're talking about Apple, it seems your experience is an outlier. I quit Apple devices after multiple failed experiences such as the GP's.
- benlumen 6y agoThis has changed a lot. Back in the HDD-powered iPod days you could drop and crash the hard drive (as in the drive would physically crash and break, for you kids)... and they'd still repair or replace it for free.
- Razengan 6y agoThey replaced an iMac for me for free, without question. (The problem was dirt “smudges” under the screen.
- 0xEFF 6y agoI went through 6 of the very first iPhones. I could walk into the store, show them the problem and they’d hand me a replacement that I’d have restored from backup by the time I walked out. Process took about half an hour each time and was pleasant. I’ve been an Apple customer since and largely had the same experience. Just yesterday they replaced my wife’s watch by fedex within 48 hours. No hassles.
- wahnfrieden 6y agoApple replaced my rattling AirPods Pro with a couple quick and simple questions at a Genius Bar appointment. They charged me nothing and it took just a few minutes. No AppleCare. It sounds like this is more about how they apply policy per region outside of their stores.
- CleverUSB 6y agoThat has not been my experience. I’ve been overnighted replacement iPhones and AirPods without any resistance from online Apple Support. The only time I went in for a physical repair they gave me a loaner device and my repair was completed by noon the next day.