Let’s get this out of the way first: This is not a post that endeavors to tell you how to scam Apple. Rather, it’s one person’s story about how excellent customer service as a reaction to technical difficulties served to alleviate consumer hardship by going the extra mile. Guest blogger James Whitelegg had to patiently endure a lot of frustration with his old system before Apple agreed to give him a brand-new one, but his cool-headed cooperation up to that point helped him prevail. Enjoy his tale!
As many of us know, when it comes to buying Apple products, we can usually expect fantastic customer service. This can be used to your advantage when it comes to issues with your Apple products if they’re severe enough (and legitimately the fault of the company and not abuse on your part) as I found out when I started having problems with my MacBook Pro.
I purchased a mid-2010 2.4 GHz MacBook Pro for my schoolwork and video editing. I had no issues with the laptop for the first few months, however, I started to notice some strange ghosting on the screen. As soon as I realized it was a hardware issue, I had Apple replace the screen.
Five months later, I was having issues with the clutch (the plastic cover that hides the screen’s hinges). It started to show signs of heat cracks due to the exhaust blasting hot air onto the plastic, which resulted in cracking noises and sharp plastic breaking off. I called Apple to complain about the problem since I thought it was something that had to be addressed as a design flaw, however, the manager of this particular call center was not so convinced and told me it was just a faulty clutch — despite there being plenty of evidence of other users facing this issue. This was then solved by a replacement.
As Apple rolled out OS X Lion, I was quick to upgrade. I was loving the new features, however, I was quite confused by the strange graphics issues I began to encounter:
I went to the Apple Store and the guy at the Genius Bar told me it was a graphics card failure, which did seem likely, so I was given a free logic board replacement. This did not solve my issue , though, so the screen was then replaced. Guess what? The graphics issues still persisted. I managed to get in contact with someone quite high up at the Apple Support Center and they told me that the Apple replacement procedure goes as follows: If you have three repairs within one or two years after the purchase, you will be eligible to have a case made to get your device replaced (whether or not this helpful person was supposed to pass along the actual details of the protocol, I don’t know).
I made a point of telling him how let down I was by the product and I was very unhappy with the fact that my problems had not been solved after exhaustive attempts to remedy them. Within the day, he offered to replace my MacBook Pro with a brand new 2012 MacBook Pro completely free! I am now typing this blog on the computer and it is a fantastic upgrade.
The reason for this post is to give you a better understanding of how to get what you want when it comes to Apple’s support protocol. If you are politely persistent and willing to talk out whatever problems you are having (as long as they’re legitimate, and without being rude or loud), then you might be lucky enough to get a brand new product!
My name is James Whitelegg, and I am a computer science student. I have been building PCs and tinkering with computers from an early age. Recently I have made the switch to Apple and I am really enjoying what Apple has to offer.