Wednesday, October 25, 2017

Apple pulls a Dell

The keyboard on my new (current model) MacBook Pro is sticking. So I take it to the Genius Bar.

It was two hours for an appointment - and that was fine - so they texted me and I came back in two hours. So I came back in five minutes.

The staff member cleaned most the keys but broke one off. Ugh.

So they want me to check the machine in so they can replace the top-plate to which the keyboard is irrevocably stuck. Fair, unpleasant.

But now they want it for three to five days AFTER the top plate has come into the shop. They won't accept me dropping it in the morning they are fixing it. Instead it needs to wait in queue whilst they let the time elapse. (I can and do use the machine with a remote keyboard.)

I never thought I would say this - but this was the sort of behaviour exhibited by Dell before Dell blew up. Intransigent, arrogant, and actually not caring about the needs of customers.

I am genuinely surprised. I thought this company charged premium prices and gave premium products and premium service.

At least on the service I was wrong.





John

PS. Apple Bondi Junction. Customer service officer Morin.

PPS. Many have pointed out consistent problems with this keyboard. Try this... https://theoutline.com/post/2402/the-new-macbook-keyboard-is-ruining-my-life

I am getting close to just asking for a refund of the machine (faulty design) and going back to a Dell.

19 comments:

The Sophist said...

I'm not recommending it, b/c I'm a Linux jock, and a Trackpoint guy, but .... I have a Lenovo lappie w/5yr warranty (paid extra for it) and it comes with deskside service. My last lappie had it, too. Quite something, to have the guy show up and take apart your laptop to fix it on your kitchen table.

ebdem said...

Try the surface book. It is more fun!

E said...

I like Apple and use the phones, iPads and Macs. In short, the MacBook is a horrible product. I went from an Asus laptop that worked well for 6 years without any issues (and a Dell before that without any issues) to a MacBook in 2015. Since then, I’ve had numerous issues including a lengthy (multiple weeks) repair period because the computer suddenly died without any reason and a keyboard with a number of completely dead keys and some keys that only work on certain days. It’s been an overpriced and underwhelming experience. Never again. Stick to phones

Anonymous said...

Try Lenovo Thinkpad T470

Unknown said...

Ha! Oh well nothing lasts forever, certainly not a love affair with a tech company.

Anonymous said...

Likewise with my Lenovo. Not that I expect it to chuck a fit mid sentence.

If you really don't like uncaring, pathetic...ok, I'll say it, really crap aftercare from a major tech company, then don't buy an ASUS product. Great whilst they work but when you need help, forget about it.

emthree said...

Timely post as my partner is about to go to the Apple Store at Bondi Juntion to buy a MacBook Pro ! Meanwhile, I'm using my Dell XPS13 which is robust and costs a lot less.

Anonymous said...

The Genius Bar is definitely unpleasant. Experienced it many times in NYC.

Luke McNeice said...

I had a similar issue with my MacBook Air, the motherboard fried. They said it would take 4 days, I asked if they could give me a loaner and they did (I had to leave a refundable deposit). I'm in the UK, maybe they have different rules here, or maybe you didn't know to ask for a loaner?

Ross said...

Before Dell, DEC (Digital Equipment) did the same thing...got too arrogant and lost customer focus....and failed. History does indeed repeat itself. I'm typing this on my iPad, and I'm determined that this will be my last Apple product for all the reasons DEC failed.

Closed architecture, ironclad rules, and lack of customer focus.

Anonymous said...

Own lots of puts on Apple. This Cr*p will go down massively.

Anonymous said...

You criticized Dell and then you say you're thinking about going back to Dell...is Dell is better now? If so go for it. I don't know if I could ever tolerate using windows again after using the macOS but that's just me.

Anonymous said...

Hi John,
I am genuinely interested in why you would hold Dell in an uncomplimentary light and then at the end of your post say that you are considering going back to Dell.

Just curious as most folks that I know including myself who have switched from Windows to the macOS have no desire to go back to Windows unless forced by employer circumstances or just have no other choice.

Sorry that you are having such a nightmare with Apple...I've had to get stuff repaired by them in the past here in the States and they have always been fairly good or excellent, never anything like you are experiencing.

Cheers, thanks for your thoughts!

Anonymous said...

Try a Lenovo Thinkpad T series eg T470. My T420 still going strong.

Russell Egan said...

Try a Surface Pro or Surface Book, John. Get the 3 year warranty from JB.

Anonymous said...

John, Alibaba just broke $25 billion in sales today for singles. I thought you and Chanos said it is impossible how they are doing it. I don't get it. Please explain a follow up to your 2 year ago article.

thanks

MaysonicWrites said...

You could try buying a new (or refurb) one of the previous (2015) version, which (in US, don't know about Australia) is still on sale.

Anonymous said...

John, sorry to hear your Apple problems. But I will say that Apple was never known for good customer service, let alone premium service. In fact they were always pretty terrible. And are they arrogant? For sure.

Anonymous said...

MacOS! You must be joking. Windows is not perfect, but Apple software is junk.

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