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- Feb 26, 2011
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I'm going to be as emotionally detached as possible while writing this, so I only state the facts about what has happened.
I bought my mac book pro 13" in the middle of Sep, 2010. I was very pleased with the on time delivery and couldn't wait to start using it. I am in an MBA program at Queen's University in Canada and had a lot of interviews in the fall. One time I was traveling to Calgary, and I decided to bring my mac with me. This is within the first month of purchase, and the charger just stopped working completely. I was stuck in the airport for 5 hours without a computer (did I mention that this mac's battery only last like 2 and a half hours?) then when I got to Calgary I immediately went to their genius store and fortunately was able to get a replacement for the charger, so it was fine. As I was traveling around a lot i sometimes forget to bring my time machine back-up drive with me, and three month into purchasing this piece of machine, the hard drive completely crashes with all my presentations and resumes and a 20 page term paper inside! It was near Christmas and I had deadlines to me
et, I frantically contacted Apple, and basically this is what they said "you should have backed up your computer, it's so easy a monkey can do it, why didn't you back up? you have to give us your hard drive in order to get a new one, so if you want to do any data recovery, then sorry we cannot give you a new hard drive". The rep from Apple drove me to tears and made me feel extraordinarily stupid for not backing up on time. Honestly that's not what someone needs when she is already in stress. So I decided to forgo recovering my data and just get the computer fixed and rewrite everything I have lost. After that I made sure to back up my mac every second and never download anything onto it. The machine is so well taken care of it really doesn't serve much of a purpose anymore. Then come my academic exchange to Lyon France, and the 2nd week that I am here (Feb. 2011, two month after the last repair), the EXACT same thing happens to the mac, the hard drive again cannot be found
and the question mark folder mocks me every time I turn the machine on. Every one of my friends urges me to ask for a replacement for the machine, I spent 6 hours on my friend's computer talking to Apple ( I don't have a phone yet in France that's cheap enough to call like that) and the representative put me to his "manager", here is what he said exactly "we are going to stand behind our product and we will only look into the option of replacement after multiple damage and repairs". By now anyone with half a brain knows there is something wrong with this machine, that it is a lemon machine from their factory in China and it will continue to have problems, however, apparently three times is not multiple to Mr. John Griffin. I then pleaded if they can extend my warranty as it expires in September, and if this machine breaks again after that I have to pay huge repair fees, he absolutely refused and when I asked for his superior he said, and I quote "no one in apple has the authority to change warranty, and there's no more superior". Did Steve Job get fired AGAIN? I then again lowered my expectation and said could you then please write on my file to look not only into hard drives but also other components, and ask the Apple store in Lyon, which is one hour away from my residence by bus, to book an appointment for me with someone who speaks English, Mr. Griffin says "sorry madam, we have no access to the European stores". The guy spoke nicely and listened to me, but at that point, I was again in tears at 3:30 in the morning, in a foreign country, and I woke up early the next day to call the local store, and Voila, NO ONE in the store speaks a word of English and they don't even seem to want to talk to me on the phone.
I want to solemnly swear that every word I told is true. I wish it wasn't because I always thought Apple was into customer service, and that's why I am willing to pay such a premium for a laptop, I stated with the rep that I have almost all of their products and they should not treat such a loyal customer this way, all he said was "madam I understand but that's the Apple policy". I guess for Apple policy weights a lot heavier than actual human feelings?
To everyone who wants to buy a mac, it really is hit and miss. Because the company outsource all their production, and if you get a good one, it can last 3-4 years no problem, but if you unfortunately get a lemon, then be prepared, the backup only works on Apple (time machine) so I am still not able to access any of my school stuff until the machine is fixed. I am now looking at bus routes to get to a store that also closes on Sunday, please wish me luck that this machine breaks down again before Sep so I can ask the Apple rep if 4 times is the charm!
I bought my mac book pro 13" in the middle of Sep, 2010. I was very pleased with the on time delivery and couldn't wait to start using it. I am in an MBA program at Queen's University in Canada and had a lot of interviews in the fall. One time I was traveling to Calgary, and I decided to bring my mac with me. This is within the first month of purchase, and the charger just stopped working completely. I was stuck in the airport for 5 hours without a computer (did I mention that this mac's battery only last like 2 and a half hours?) then when I got to Calgary I immediately went to their genius store and fortunately was able to get a replacement for the charger, so it was fine. As I was traveling around a lot i sometimes forget to bring my time machine back-up drive with me, and three month into purchasing this piece of machine, the hard drive completely crashes with all my presentations and resumes and a 20 page term paper inside! It was near Christmas and I had deadlines to me
et, I frantically contacted Apple, and basically this is what they said "you should have backed up your computer, it's so easy a monkey can do it, why didn't you back up? you have to give us your hard drive in order to get a new one, so if you want to do any data recovery, then sorry we cannot give you a new hard drive". The rep from Apple drove me to tears and made me feel extraordinarily stupid for not backing up on time. Honestly that's not what someone needs when she is already in stress. So I decided to forgo recovering my data and just get the computer fixed and rewrite everything I have lost. After that I made sure to back up my mac every second and never download anything onto it. The machine is so well taken care of it really doesn't serve much of a purpose anymore. Then come my academic exchange to Lyon France, and the 2nd week that I am here (Feb. 2011, two month after the last repair), the EXACT same thing happens to the mac, the hard drive again cannot be found
and the question mark folder mocks me every time I turn the machine on. Every one of my friends urges me to ask for a replacement for the machine, I spent 6 hours on my friend's computer talking to Apple ( I don't have a phone yet in France that's cheap enough to call like that) and the representative put me to his "manager", here is what he said exactly "we are going to stand behind our product and we will only look into the option of replacement after multiple damage and repairs". By now anyone with half a brain knows there is something wrong with this machine, that it is a lemon machine from their factory in China and it will continue to have problems, however, apparently three times is not multiple to Mr. John Griffin. I then pleaded if they can extend my warranty as it expires in September, and if this machine breaks again after that I have to pay huge repair fees, he absolutely refused and when I asked for his superior he said, and I quote "no one in apple has the authority to change warranty, and there's no more superior". Did Steve Job get fired AGAIN? I then again lowered my expectation and said could you then please write on my file to look not only into hard drives but also other components, and ask the Apple store in Lyon, which is one hour away from my residence by bus, to book an appointment for me with someone who speaks English, Mr. Griffin says "sorry madam, we have no access to the European stores". The guy spoke nicely and listened to me, but at that point, I was again in tears at 3:30 in the morning, in a foreign country, and I woke up early the next day to call the local store, and Voila, NO ONE in the store speaks a word of English and they don't even seem to want to talk to me on the phone.
I want to solemnly swear that every word I told is true. I wish it wasn't because I always thought Apple was into customer service, and that's why I am willing to pay such a premium for a laptop, I stated with the rep that I have almost all of their products and they should not treat such a loyal customer this way, all he said was "madam I understand but that's the Apple policy". I guess for Apple policy weights a lot heavier than actual human feelings?
To everyone who wants to buy a mac, it really is hit and miss. Because the company outsource all their production, and if you get a good one, it can last 3-4 years no problem, but if you unfortunately get a lemon, then be prepared, the backup only works on Apple (time machine) so I am still not able to access any of my school stuff until the machine is fixed. I am now looking at bus routes to get to a store that also closes on Sunday, please wish me luck that this machine breaks down again before Sep so I can ask the Apple rep if 4 times is the charm!