8 ms·

I 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 b

I 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 ago
Same. Never had a problem.
andreareina 6y ago
I'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 ago
  Add 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 ago
    Do 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 ago
      I 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.
mnd999 6y ago
Once they’ve acknowledged a major fault, yeah. But until then it’s denial and nonsense and stupidity. My last Mac was a 2007 MBP - the one with the melty GPU. It’s actually still functional on the third board but the fuss and nonsense around getting the first two replaced when everyone knew there was a common fault (except Apple apparently) was pretty pathetic.
- perl4ever 6y ago
  Maybe it's a little unfair to judge them based on a computer from over a decade ago? My last Mac was a Power Mac 6100/66 and at the time I couldn't have cared less about the Apple III, for instance.
- andrei_says_ 6y ago
  Is there still a way to get that fixed by Apple?
Cthulhu_ 6y ago
At least there's some consumer protection laws there. I had an issue with my 2017 MBP where the speakers would conk out; I've had it fixed under warranty / recall, but because Apple sucks when it comes to repairability they had to replace the whole top cover, keyboard, touchpad, the works.
csomar 6y ago
That's only for first-world countries with Apple stores. Without both of these, you are out of luck.
- unicornfinder 6y ago
  You say that, from what I've experienced their support is far inferior in the UK to what you'd get in the US.
  - sbierwagen 6y ago
    The UK is a first world country? They're not in the EU.
    - Simon_says 6y ago
      UK was aligned with the US in the cold war.
    - lanevorockz 6y ago
      EU is the third world area to the south of the UK.
    - HPsquared 6y ago
      Neither is the USA to be fair.
      - jacobush 6y ago
        The USA is losing a lot of first world esprit lately.
- dangelov 6y ago
  I had an MBP with a fried motherboard, out of warranty and paid for it to be replaced out of pocket (400 eur or so). Some months later Apple contacted me and WIRED money to my bank account to compensate the cost. This was for an Early 2011 MBP and they had GPU replacement program for it after a lot of reports about issues. All of this in North Macedonia, with no Apple stores (but the fix was done at an authorized reseller). To be honest I was kind of amazed they did that and definitely left a lasting good impression of them.
fit2rule 6y ago
Same here, been through many replacement cycles with Apple, and whenever it was clearly Apples' problem, they replaced the system, no questions asked. There was the NVIDIA GPU flap, the thermal paste issue, the screen bleed, and even an iPhone - 3 MacBook replacements, and an iPhone, for free, because Apple took responsibility for having designed and shipped a shitty product (really, all were flaws in Apple's supplier/manufacturing). If, however, I try to get a freebie for having gotten an iPhone wet, well .. bets are off there. And I think that's only fair really.
- robin_reala 6y ago
  The nVidia one at least was totally nVidia’s fault (at the time I had a Dell with the same fault that needed two motherboard replacements), and that soured their relationship with Apple to the point that you’ve never since been able to buy an Apple product with nVidia technology in it.
- behnamoh 6y ago
  Did you have AppleCare tho?
  - fit2rule 6y ago
    Nope.
- londons_explore 6y ago
  How do you let Apple make mistakes "many times", yet still buy their stuff? If a device I buy fails for what I consider to be a design or manufacturing mistake, I'll be wary of the company. If it happens again, I won't buy more of their stuff.
  - fit2rule 6y ago
    Because I keep using their stuff, quite proactively, and productively, and when it breaks and its Apples fault, I can go back to them and get a new one, no questions asked, and get back on with using the thing.
hellofunk 6y ago
This is certainly false in my experience. I’ve had prompt repairs done with no questions asked a few times, even replacements of small parts, like a fractured cable.
caymanjim 6y ago
> They fix it all, no problem, everything is easy when it's scheduled by appointment. The fact that you need to schedule an appointment in the first place is horrible customer service. When I buy a product from NewEgg, if there's anything wrong with it, they immediately ship me a new one and a box to return the old one in, no questions asked. When my ThinkPad started having issues eight months after purchase, they sent me a prepaid return box, fixed it, and sent it back quickly. When I've had problems with MacBooks, I've had to schedule an appointment, drive to the Apple store, wait in line, explain my problem, let them ask a zillion irrelevant questions (the equivalent of 'did you try rebooting?'), and then come back in a few weeks to pick it up. They are hostile to customers when it comes to hardware issues, and they almost never admit that their products are faulty. Look at how long it took them to fix the TouchBar and keyboard failures a few years ago. Apple will fix your product if it's under warranty, but they won't make it easy, and they won't pull a defective product and re-engineer it until the bad press overwhelms them. They're not great at this aspect of customer service.
- armandhammer 6y ago
  Are you serious? Last time I had my Macbook Pro repaired, they sent me a prepaid box, I mailed it to them the next morning, and I had it back in 3 days. Other than a tech personally coming to your house, what else do you expect?
- solinent 6y ago
  I've lost lots of very valuable information by storing it in a MacBook due to their lack of customer service or acceptable repair times for essential goods like laptops. Never again.
Hermel 6y ago
They refused to replace an iPad whose screen shattered after falling from a chair less than two weeks after my wife bought it. One should note that it was specifically recommended to her in the shop as a good device to let the children watch Netflix on. Obviously, it wasn’t fit for that purpose. All they offered is buying the exact same fragile device again at a discount. I was so angry that I contemplated secretly putting “Careful, fragile glass! Breaks very easily.” stickers onto the devices in the shop. :)
- Ntrails 6y ago
  I would argue that Apple were 100% correct here.
  - Hermel 6y ago
    Why? They sold us a product claiming it is fit for a particular purpose and then it turned out this wasn’t true. A device that cannot withstand being dropped from minimal hight is not suitable for children. Period.
- Widdershin 6y ago
  Did you have AppleCare?
- istjohn 6y ago
  It would really be incredible if Apple devices were the only device with unbreakable glass screens. That's why phone cases are ubiquitous. Why should they pay for your negligence? You might have a point if they refused to replace the screen at your cost.
  - Hermel 6y ago
    Not all glass is equal. There is a trade-off between being scratch-proof (harder glass) and shock-proof (softer). Apple seems to be particularly aggressive in going for the former. Also, Apple tends to sacrifice robustness for elegance. Both design decisions make iPads less suitable for children than the average tablet. My wife’s mistake was to trust the advice of the Apple salesperson who claimed that the iPad is a good choice for children.

xenospn 6y ago

Same. Never had a problem.

andreareina 6y ago

I'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 ago
Add 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 ago
  Do 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 ago
    I 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.

mnd999 6y ago

Once they’ve acknowledged a major fault, yeah. But until then it’s denial and nonsense and stupidity. My last Mac was a 2007 MBP - the one with the melty GPU. It’s actually still functional on the third board but the fuss and nonsense around getting the first two replaced when everyone knew there was a common fault (except Apple apparently) was pretty pathetic.

perl4ever 6y ago
Maybe it's a little unfair to judge them based on a computer from over a decade ago? My last Mac was a Power Mac 6100/66 and at the time I couldn't have cared less about the Apple III, for instance.
andrei_says_ 6y ago
Is there still a way to get that fixed by Apple?

Cthulhu_ 6y ago

At least there's some consumer protection laws there. I had an issue with my 2017 MBP where the speakers would conk out; I've had it fixed under warranty / recall, but because Apple sucks when it comes to repairability they had to replace the whole top cover, keyboard, touchpad, the works.

csomar 6y ago

That's only for first-world countries with Apple stores. Without both of these, you are out of luck.

unicornfinder 6y ago
You say that, from what I've experienced their support is far inferior in the UK to what you'd get in the US.
- sbierwagen 6y ago
  The UK is a first world country? They're not in the EU.
  - Simon_says 6y ago
    UK was aligned with the US in the cold war.
  - lanevorockz 6y ago
    EU is the third world area to the south of the UK.
  - HPsquared 6y ago
    Neither is the USA to be fair.
    - jacobush 6y ago
      The USA is losing a lot of first world esprit lately.
dangelov 6y ago
I had an MBP with a fried motherboard, out of warranty and paid for it to be replaced out of pocket (400 eur or so). Some months later Apple contacted me and WIRED money to my bank account to compensate the cost. This was for an Early 2011 MBP and they had GPU replacement program for it after a lot of reports about issues. All of this in North Macedonia, with no Apple stores (but the fix was done at an authorized reseller). To be honest I was kind of amazed they did that and definitely left a lasting good impression of them.

fit2rule 6y ago

Same here, been through many replacement cycles with Apple, and whenever it was clearly Apples' problem, they replaced the system, no questions asked. There was the NVIDIA GPU flap, the thermal paste issue, the screen bleed, and even an iPhone - 3 MacBook replacements, and an iPhone, for free, because Apple took responsibility for having designed and shipped a shitty product (really, all were flaws in Apple's supplier/manufacturing). If, however, I try to get a freebie for having gotten an iPhone wet, well .. bets are off there. And I think that's only fair really.

robin_reala 6y ago
The nVidia one at least was totally nVidia’s fault (at the time I had a Dell with the same fault that needed two motherboard replacements), and that soured their relationship with Apple to the point that you’ve never since been able to buy an Apple product with nVidia technology in it.
behnamoh 6y ago
Did you have AppleCare tho?
- fit2rule 6y ago
  Nope.
londons_explore 6y ago
How do you let Apple make mistakes "many times", yet still buy their stuff? If a device I buy fails for what I consider to be a design or manufacturing mistake, I'll be wary of the company. If it happens again, I won't buy more of their stuff.
- fit2rule 6y ago
  Because I keep using their stuff, quite proactively, and productively, and when it breaks and its Apples fault, I can go back to them and get a new one, no questions asked, and get back on with using the thing.

hellofunk 6y ago

This is certainly false in my experience. I’ve had prompt repairs done with no questions asked a few times, even replacements of small parts, like a fractured cable.

caymanjim 6y ago

> They fix it all, no problem, everything is easy when it's scheduled by appointment. The fact that you need to schedule an appointment in the first place is horrible customer service. When I buy a product from NewEgg, if there's anything wrong with it, they immediately ship me a new one and a box to return the old one in, no questions asked. When my ThinkPad started having issues eight months after purchase, they sent me a prepaid return box, fixed it, and sent it back quickly. When I've had problems with MacBooks, I've had to schedule an appointment, drive to the Apple store, wait in line, explain my problem, let them ask a zillion irrelevant questions (the equivalent of 'did you try rebooting?'), and then come back in a few weeks to pick it up. They are hostile to customers when it comes to hardware issues, and they almost never admit that their products are faulty. Look at how long it took them to fix the TouchBar and keyboard failures a few years ago. Apple will fix your product if it's under warranty, but they won't make it easy, and they won't pull a defective product and re-engineer it until the bad press overwhelms them. They're not great at this aspect of customer service.

armandhammer 6y ago
Are you serious? Last time I had my Macbook Pro repaired, they sent me a prepaid box, I mailed it to them the next morning, and I had it back in 3 days. Other than a tech personally coming to your house, what else do you expect?
solinent 6y ago
I've lost lots of very valuable information by storing it in a MacBook due to their lack of customer service or acceptable repair times for essential goods like laptops. Never again.

Hermel 6y ago

They refused to replace an iPad whose screen shattered after falling from a chair less than two weeks after my wife bought it. One should note that it was specifically recommended to her in the shop as a good device to let the children watch Netflix on. Obviously, it wasn’t fit for that purpose. All they offered is buying the exact same fragile device again at a discount. I was so angry that I contemplated secretly putting “Careful, fragile glass! Breaks very easily.” stickers onto the devices in the shop. :)

Ntrails 6y ago
I would argue that Apple were 100% correct here.
- Hermel 6y ago
  Why? They sold us a product claiming it is fit for a particular purpose and then it turned out this wasn’t true. A device that cannot withstand being dropped from minimal hight is not suitable for children. Period.
Widdershin 6y ago
Did you have AppleCare?
istjohn 6y ago
It would really be incredible if Apple devices were the only device with unbreakable glass screens. That's why phone cases are ubiquitous. Why should they pay for your negligence? You might have a point if they refused to replace the screen at your cost.
- Hermel 6y ago
  Not all glass is equal. There is a trade-off between being scratch-proof (harder glass) and shock-proof (softer). Apple seems to be particularly aggressive in going for the former. Also, Apple tends to sacrifice robustness for elegance. Both design decisions make iPads less suitable for children than the average tablet. My wife’s mistake was to trust the advice of the Apple salesperson who claimed that the iPad is a good choice for children.