Re: Just Had to Share (TI-68)
Re: Just Had to Share (TI-68)
- Subject: Re: Just Had to Share (TI-68)
- From: Macbeth <email@hidden>
- Date: Wed, 11 Jun 2003 15:05:24 -0400
Art Payne/Michigan Apple wrote:
>
on 6/7/03 MacBeth wrote:
>
>
> I have never in my life had such wonderful tech support customer service
>
> as today!
>
>
>
> I mean, I've had major excellent service by several companies (Apple,
>
> Epson to name a few; my first PC--Packard Bell was THE worst!
>
>
I was just thinking how my Mac experience started....[snipped]...
>
That one incident made me a Mac evangelist for life. Apple is a company that
>
really cares about it9s customers.
Yes, they do! and they do continue to improve in all quarters.
But there are times that their support makes people wonder. I currently have a
friend and MUG member who owns an iBook. His yo-yo AC power cord began
sparking during use, and while he has searched out others who had the same
problem through many Mac-user websites, the support that he needs is not
available. All he requires is a replacement cord (the plug end) of the unit.
But Apple has not/will not acknowledge that there is/was a problem with some of
these power cord units, even as its been happening to quite a few iBook
owners. It would be nice if all he'd had to do was call Apple and get a
replacement cord end shipped out. I don't think it's working out that way for
him unfortunately. He'll probably have to cover the cost of getting an
entirely new power adapter and cord. I have sent him to call on my favorite
repair facility though! (see below)
Thankfully, I've not had many problems on my Macs that couldn't be easily
solved with personal tech support (by me). That was until the Graphite DV SE
that was one month out of warranty that one day began smelling of electrical
fire and a puff of smoke to follow during use. After immediate shut down, a
call to AppleCare wanted over $50 to log the problem with no guarantee that
they would cover the repair.
I called a "new" friend at my preferred local Apple warranty repair
center--someone who'd I'd just recently invited to present at the monthly MUG
meeting and met the week before-- and after a quote of repairing the unit at
over $600 (the same Apple had quoted), we dropped of the mac to see what the
major damage was. Three weeks later after much troubleshooting,
swapped/reswapped internals and hard work on the part of the repair guy, the
estimated price was still over $500 bucks.
Divine providence is happenstance as a daily part of my life and I fully
believe that things happen or are meant to happen for a reason. Had the iMac
crashed & burned the week before the guru had attended the meeting, and had I
tried calling for service then, I'm sure I'd have had to pay the $600 or more!
That is if we'd chosen to repair it at that price. There is a possibility that
we could have had a beautiful looking paperweight or door stop! Thankfully the
iMac is still in working condition two years later, and for the repair and
replacement of the video/logic board/power supply I only paid over $200
(including service time) !!
A recent G4 purchase got even better results. The optical drive door hinge was
broken when purchased (9 month old store demo model). I took it in for that
repair, asked that they check the SuperDrive and overall internal condition.
At no cost under warranty coverage, in addition to a new door/hinge I got a new
Pioneer 104 drive mechanism to replace the 103 that was originally included!
Too bad that happened three weeks before they came out with the 105 model!
As a repeat Apple customer and fanatic, I would not purchase anything but a
Mac! Now having said that...there is one way that I would see getting a new PC
in the house...only if a PC company or someone would send it to me for free,
'cause I'm not paying good money for a PC when I can have use of funds to buy
something to complement my Mac family.
OT again...a brand sparkling new TI-83 arrived bright and early Monday 9 AM!!!
We were thrilled and satisfied with the total customer service experience @TI.
This has lessened the concern of having to purchase another calculator for the
second daughter to use for her coming years of algebraic equations. The hefty
price tag won't feel so bad knowing that the company stands behind their
product so well.
The same reason Macintosh users remain loyal to Apple even as prices "seem" to
be more expensive than PCs. Customer satisfaction surveys continue to place
Apple at the top of the line! A good thing. But there is still a sizeable
percentage that for some reason or another wasn't fully satisfied. Something
that Apple needs to ponder -- excellence bears no hint of mediocrity. In a
perfect world, that would be the standard. Just like we as Mac users hold up
our Macs as the standard that all other computer companies need to follow!
Reciprocity is vital!
Macbeth
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