Crackbook: Prevarication aside the fix was fast, super fast
The last time I touched on this subject, I was heading out the door for an extended road trip with the hope of getting a quick Apple Store diagnosis and in-store fix. Those hopes dashed and an utter lack of time left me with a scratchy palm rest for a couple more months, but there is a happy end to this story.
In early August, the growing crack on the right palm rest of my Early 2008 MacBook finally irritated me into action, though service overload and the time constraints of a family road trip meant the issue didn’t get resolved at that time. Fundamentally, keeping my production baby overnight just wasn’t a possibility and the Apple Stores I visited were just too busy to take care of me on the spot — ah, c’est vie.
Then it was back to school and a lot of tradespeople working on the house. Time just slipped away.
A crackbook and a hard place
On Monday, however, the hard disc on my extremely well used MacBook gave up the ghost and, as it’s still under AppleCare, I had little choice but to send it to Apple for repair — yes, I live in one of those dead zones without an Apple Store.
Thereupon, a quick call to AppleCare resulted in pick up and work orders with a shipping box arriving on Tuesday. Fedex picked it up Wednesday morning and I settled in for what Apple said might be a five-day wait.
However, much to my pleasant surprise, AppleCare graced my email inbox with a notice Thursday evening stating that not only had my MacBook been repaired as originally discussed — replaced hard drive, damaged polycarbonite enclosure — but had also been handed back to Fedex for return to via Express Delivery.
They said delivery would take two to three days.
Pleased doesn’t really cover it…
Not even close. Fedex was at my door Friday morning — even the delivery guy was surprised at how quick this repair got turned around. He and I surmised Apple simply had replaced the product.
And yet, no, it was the same MacBook I had sent them but fully repaired and, a few re-installs aside, ready for use.
Brilliant! Cheers to you Apple for, again, going above and beyond, delivering superb service and turn around…
What’s your take?
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October 17th, 2009
I have had amazing luck w/ Applecare.
Recently my MacBook Pro had to go in for repair, what originally was thought to be a dead HDD turned into Dead HDD and dead logic board.
Of course I can’t wait that long as I had a video project due in 4 days. I can’t wait, so I asked if they could do a swap of the machine. They asked do I have a TM backup and I said yes *thank you time machine*. In about 30 ish minutes I was out the store w/ brand new MBP in bag and back home I went, migrated my MBP on my TM to the new MBP and in about an hour I was back in business.
Apple care is the best 300$ I’ve spent.
October 18th, 2009
I also had a real good experience with Apple care. Mine was also a hardware problem. I own a Macbook Air and it’s notorious for breaking at the hinge. One fine day after taking so much care I eventually heard a crack while opening the lid (I admit I was in a rush and opened the thing too hard). Even the display died with it…
I was still under Apple care (3 year warranty plan) so decided to try my luck into making them think that the thing broke due to bad quality hinge. And they responded positively and took my MBA pics and send it to Apple… They then took in my MBA and called me 2 days later saying the screen was beyond repair and I could get a replacement unit if I wanted… Well I agreed as they promised to back up my HDD..
I got a new unit the very next day and to my surprise it was the latest model with a larger HDD, faster processor and newer GPU!!!!!!! (I owned a REV A MBA-1.6GHz which was replaced by a REV C MBA-2.13 GHz)…
Apple Care is the best money I have spent… Now 1 1/2 year later I am sitting with the latest MBA without even shelling a dime… Go Apple!!!!
October 19th, 2009
I am shocked, simply shocked, that Apple USA has such awful customer service — you poor dear. A couple years ago my iMac G5 died of the dreaded leaky capacitor disease here in Tokyo. I called Apple Japan; the iMac was covered by the extended repair program. The next business day two guys were there, with an empty iMac box, to pack up the machine and cart it of. LESS THAN 48 HOURS LATER, they brought it back, fully functioning. Still using it daily. Now, THAT’S customer service!
Apple Rocks. (well, as much as any soulless multinational corporation can
October 19th, 2009
I am shocked, simply shocked, that Apple USA has such awful customer service — you poor dear. A couple years ago my iMac G5 died of the dreaded leaky capacitor disease here in Tokyo. I called Apple Japan; the iMac was covered by the extended repair program. The next business day two guys were there, with an empty iMac box, to pack up the machine and cart it off. LESS THAN 48 HOURS LATER, they brought it back, fully functioning. Still using it daily. Now, THAT’S customer service!
Apple Rocks. (well, as much as any soulless multinational corporation can