One of my friends sent me and others the following mail. We both ordered one of these cool sleek shiny Powerbook 17'': they both arrived 2 weeks ago and his got some display problems very quickly.
He tested mine before shipping it to me in France, but his mail from today makes me wonder if I took the right decision to switch from Dell to Apple.
I'm curious to hear other blogger's stories about Apple support: was my friend just unlucky or is Apple support consistently bad like this ?
Subject:
Apple Support, it's Hell
Date:
Fri, 25 Apr 2003 13:06:14 -0700
After a week with my notebook Apple Care says that they cannot reproduce the problem. I've asked them to check their support/repair database to see if they had similar issues to help identify what may be wrong. The answer was, Apple's policy is not to replace something that they don't see malfunctioning. They won't even bother checking the existence of similar problems if they cannot reproduce what the customer says. They are shipping me back the notebook as is. Ah, and they told me that if the problem appears again I should take it to an Apple store so some Apple employee can see the problem. Bottom line, they don't believe anything you may tell them and they won't attempt being proactive to help address customer problems. They do not have a loaner program neither. I hope that the problem does not appear as soon as I go to Europe and I find myself stuck with a dead notebook for 2+ weeks.
12:52:21 AM 
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