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I've replied to, and noticed posts regarding Applecare, so I thought I would offer up the following.
If you have Applecare and ever need to use it, the following tips will go a long way to get what you want or need done to your ailing Mac.
First, and foremost, keep cool when talking to a Apple phone support person or a Genius at the Apple Store Genius Bar. You want to remain cool. A negative attitude will get you no where. I promise. The Applecare rep knows your upset but you will acheive better results by keeping cool. This goes for both phone support and even more so at the Genius Bar.
They know how much you paid for that Mac. Don't make a issue of it. What they want to hear is how much you love and need your Mac. Afterall, that is why you are seeking help with whatever issue you''re facing. Don't let them think you are a jerk. Complaining about how much that Mac cost and why it isn't working properly will only make you look like a jerk to them. The last thing you want to tell them is that your previous Dell didn't have this issue. They don't want to hear this. And you won't want to hear their reply. Trust me.
Dealing with Applecare phone support and a Genius in the store should be handled differently. With phone support, these people are limited to the amount of help they can provide. If after all the tests, your Mac still isn't working properly, they should offer to switch you to a support specialist. If not, ask them if a specialist may be able to offer more help. Yes there are times when new models with have issues where Apple has no answer for you. This can be frustrating. But in that case, you will have to stay up on what is happening and or being said about these issues at the Apple.com support website. Remember, the Applecare support rep who first took your call can only do so much. S/he cannot offer anything but prescribed remedies set by Apple. Only Consumer Specialist's can do things like replace your Mac.
When dealing with the Genius Bar, you must be patient and keep your cool when it's finally your turn. Maintain a positive attitude and answer their questions to the best of your ability. Don't ramble on when the tech is trying to figure out what's wrong with your Mac. The key here is to speak when spoken to, and listen to what they tell you. Let the Tech do his or her thing. They don't need you nagging or rambling on while they are trying to analize the situation. And the worst thing you can do is be the smarter geek. Remember, you came to them - so check your Geek ego at the door. And make sure you understand that the Genius behind the Genius Bar in the Apple Store has the final say in solutions. It is their conclusion wether Apple will, or will not provide warranty repairs. They are the last person you want to become irate with.
If they tell you something you don't like or wanted to hear, keep cool and rationalize with them. If it's going to take 5 days to ship it out for repair and get it back to you, accept it, You have no choice. Well you do, but the other choice is walking out the store with a still broken Mac. Let them know this is killing you, and you need your beloved Mac. In a friendly yet concerned manner, tell them your lost (or screwed) without your Mac. If you don't pressure them, they will most likely put a rush on your repair.
Use common sense. Treat them the way you would expect to be treated if you were in their shoes and you will get the most out of Applecare. Sure there are times when things may not go your way, but if you remain cool, the odds are in your favor for some sort of agreement or conclusion.
I don't care how many stories you've heard or experiences you've had, there is a reason why you or someone had a bad experience. I can counter many times over why other's have had not just positive experiences but amazing ones too. And my tips or suggestions here generally played a major factor in why these people had great experiences with Applecare.
Disclaimer -- I've never worked for Apple. I do hang out with a couple of Genius' from time to time.
If you have Applecare and ever need to use it, the following tips will go a long way to get what you want or need done to your ailing Mac.
First, and foremost, keep cool when talking to a Apple phone support person or a Genius at the Apple Store Genius Bar. You want to remain cool. A negative attitude will get you no where. I promise. The Applecare rep knows your upset but you will acheive better results by keeping cool. This goes for both phone support and even more so at the Genius Bar.
They know how much you paid for that Mac. Don't make a issue of it. What they want to hear is how much you love and need your Mac. Afterall, that is why you are seeking help with whatever issue you''re facing. Don't let them think you are a jerk. Complaining about how much that Mac cost and why it isn't working properly will only make you look like a jerk to them. The last thing you want to tell them is that your previous Dell didn't have this issue. They don't want to hear this. And you won't want to hear their reply. Trust me.
Dealing with Applecare phone support and a Genius in the store should be handled differently. With phone support, these people are limited to the amount of help they can provide. If after all the tests, your Mac still isn't working properly, they should offer to switch you to a support specialist. If not, ask them if a specialist may be able to offer more help. Yes there are times when new models with have issues where Apple has no answer for you. This can be frustrating. But in that case, you will have to stay up on what is happening and or being said about these issues at the Apple.com support website. Remember, the Applecare support rep who first took your call can only do so much. S/he cannot offer anything but prescribed remedies set by Apple. Only Consumer Specialist's can do things like replace your Mac.
When dealing with the Genius Bar, you must be patient and keep your cool when it's finally your turn. Maintain a positive attitude and answer their questions to the best of your ability. Don't ramble on when the tech is trying to figure out what's wrong with your Mac. The key here is to speak when spoken to, and listen to what they tell you. Let the Tech do his or her thing. They don't need you nagging or rambling on while they are trying to analize the situation. And the worst thing you can do is be the smarter geek. Remember, you came to them - so check your Geek ego at the door. And make sure you understand that the Genius behind the Genius Bar in the Apple Store has the final say in solutions. It is their conclusion wether Apple will, or will not provide warranty repairs. They are the last person you want to become irate with.
If they tell you something you don't like or wanted to hear, keep cool and rationalize with them. If it's going to take 5 days to ship it out for repair and get it back to you, accept it, You have no choice. Well you do, but the other choice is walking out the store with a still broken Mac. Let them know this is killing you, and you need your beloved Mac. In a friendly yet concerned manner, tell them your lost (or screwed) without your Mac. If you don't pressure them, they will most likely put a rush on your repair.
Use common sense. Treat them the way you would expect to be treated if you were in their shoes and you will get the most out of Applecare. Sure there are times when things may not go your way, but if you remain cool, the odds are in your favor for some sort of agreement or conclusion.
I don't care how many stories you've heard or experiences you've had, there is a reason why you or someone had a bad experience. I can counter many times over why other's have had not just positive experiences but amazing ones too. And my tips or suggestions here generally played a major factor in why these people had great experiences with Applecare.
Disclaimer -- I've never worked for Apple. I do hang out with a couple of Genius' from time to time.