GigaOM

I just recently resolved the RSD issue with my previous MacBook. I can agree with you in that customer service on Apple’s part seems to be going down the drain. It seems as though anytime service is required on one of these faulty books, Genius Bar reps almost play “stupid” or attempt to downplay the situation which often infuriates customers even more. I’d love to discuss my experiences with Apple and the ensuing outcome but my hands are tied. Let’s just say that Apple is indeed aware of customer dissatisfaction. The best route to go is straight to the top or customer relations.

I had an excellent experience when i visited my Apple Retail store in London.

The staff were friendly, cheerful… and bent over backwards to help me out.

I also noted that the Regent Street store deals with an unusually high number of passer-by tourists who need help configuring their iTunes or iPod.

I noticed that the staff took extra steps to help them even though they had not booked in advance.

Liz,

I am not sure if you want to make a big deal of bad service you experienced today. Come on, no service is perfect. Also, note that your bad experience in no way be a good indication of service degrade world wide..You probably realize that.. I would probably agree with you when you say Apple’s service in Palo Alto is degrading..

But, why address such a narrow problem on this blog that has huge readership ?? Get the guys at Palo Alto fired ? or Throw some dirt on Apple ?

my 2 cents..I have used dell,thinkpad and apple laptops.. had problems with all of them..

pinky floyd

I have to agree with Pinky Floyd.

Hi Liz
Sorry to hear about your MacBook delay…
Next time you’re in Palo Alto, you should check out the We Fix Macs store on El Camino instead. Their website is http://www.allmac.com. On 2 ocassions, they’ve saved my bacon & fixed my iPod and iBook right on the spot. 1 time my iPod’s screen had smashed because I left it on my lap and got out of my car w/o realizing it was still there- they fixed it while I waited. The other time they were able to get me a replacement logic on my iBook from their head office the same day. I was pleased w the service and they have free diagnostics so there is nothing to lose.

Dear Liz,

It’s a relief to read you. I do think you are totally right to write this post, and you should write it even more often, especially on this blog. I had the very same problem with a Powerbook, that I had to hand over for more than 5 weeks ! I do think there should be some kind of compensation for that, especially when Apple indicates - 2 years after the release - that batteries have problems. There is a huge hiatus between the coolness of Apple, their poor-quality products and their lame customer relations.
This has nothing to do with local service quality. The problem is wider than that, and is all about producte quality and the way Apple should account for it. It is therefore a matter a responsabilty regarding the customers.

Matthieu

Fortunately, there is a workaround.

Don’t buy a Mac.

I realize it’s not my god-given right to good service

Not your god-given right, perhaps…but Apple’s competing in a free market, and if it can’t or won’t provide a satisfactory level of service someone who does will eat their lunch.

this topic was covered by the BBC a few days ago and ironically it happened to one of their journalist’s mid-interview; his apple was on desk adjacent to him and just shut down as he was discussing the frustration … during the investigation apple came across very poorly in terms of managing this whole matter.

i wouldn’t for one moment expect any manufacturer to be any better - in recent past various friends of mine had the notoriously poorly designed compaq presario with exactly the same problem and compaq/hp were utterly useless to deal with - in each case we got the heat-sink problem fixed by local pc engineers.

trouble is, apple is still perceived as the cool good guy vendor who is your friend and partner - not just a supplier. they’ve become victims of their own success in recent years and this reflects that - they’re in the big boys club now and just stamping out boxes not really caring too much about quality. design, yes (unlike the rest), but quality? no.

good luck!

Unfortunately the store in Durham, NC sounds like Palo Alto. Customers more knowledgeable than the “geniuses”. Poor turnaround. Ineffectual remedies. I wrote this comment on Winer’s blog about how my mother-in-law’s iMac had to start smouldering before Apple would fix it.

As per Kevin Murphy’s comment. There is a simple solution!

Welcome to the wonderful world of Apple. I love the way their products look. But really they are no different than Dell and Windows in their capacity to create exasperating problems. You’ve just been sold the same lie that somehow this time your comoputer experience will be better. Unfortunately that is not the case. But it will look good on the table in Starbucks!

“this topic was covered by the BBC a few days ago and ironically it happened to one of their journalist’s mid-interview; his apple was on desk adjacent to him and just shut down as he was discussing the frustration … during the investigation apple came across very poorly in terms of managing this whole matter.”

Hey everyone, it’s Matthew from Macbook Random Shutdown, you can see the video coverage from Sky News on our site here

Cheers!
Matthew

sorry to hear it - my own macbook story: bought one for my boys and myself for all things media, thing kicks ass for months on end, run a huge backup of all music, pics, etc…then one random weekend, my son’s friend is sleeping over, they’re playing with movie sw filming themselves…macbook freezes - not a shutdown, just totally frozen - go through a million ways to fix, nothing works, bring it to apple and they determine it’s hardware (likely the logicboard) and send it back to apple, then within 10 days a brand new one arrives at my front door, completely erased - so great that it’s new, but i had to reinstall and reload everything…however, i paid ZERO and they were ridiculously nice and fast (burlington store in massachusetts)

Random shutdowns are a major problem, and they appear to happen with some regularity. Apple needs to acknowledge it, fix it, and move on.

I had to deal with the second-to-last battery issue, where my MacBook Pro would no longer keep the computer running for more than 5-10 minutes even on a full charge, and the problem reared its ugly head on a day-long business trip for a major presentation and no time to get a new battery. Subsequently, the rep at the Apple Store in Knoxville, Tennessee was incredbily helpful, giving me a replacement out of new packaging, which was against company policy (they were out of their replacement/repair stock and only had new retail boxed versions).

In the past, I’ve also sent Powerbooks for repair using their ~$400 guaranteed repair program (out of warranty). Typically, the shipping box arrives to me from Airborne the day I place the service call (if I call early enough in the day), and I’ve boxed the Powerbook up and had it shipped the same day. In two separate instances, I had my fully repaired Powerbook back the second day. (Call on Tuesday, ship out Tuesday afternoon, have computer back Thursday morning). So I’ve only been without it for one full day. Pretty impressive.

Apple consistently rates very, very highly in customer satisfaction surveys. If they are smart, however, they will use report’s like Liz’s and other anecdotal evidence to catch potential negative trends early and head them off, so they can keep a very high position.

I understand Om coming down from his rather hot feeling when he blogged this upon his return from the Apple Store. Nonetheless, I have to ask if any of these responses/attitudes are surprising. If one looks at the company’s marketing strategy–the PC and Mac ads–and the statement released by Apple the other day blaming Windows for their shipment–and faulty production processes–of iPods with a virus on them, this is not that surprising.

As I said the other day, the amazing amount of hubris displayed by Apple is comparable to that of the famous Greek tragedies. How long before a fate similar to Antigone or Oedipus befalls Apple?

calling it a deadpod was ‘infuriating?’ you need to relax a little bit.

I’ve had the logicboard on my iBook changed 4 times in 3 years. I’ve raised this issue with Apple - over the phone and by writing to them. No response other than being told on the phone that they’ve been good to me by replacing the logic board this many times.

There is a known issue with the logic board failing so I don’t see how they’re doing me a favour by replacing it for free. After the 3 year period the board is no longer replaced for free, and it costs almost as much as a new Macbook to replace just the board.

Apple needs to get this part of their act in order, or else there will be a tipping point and lots of folks will abandon ship.

I realize it’s not my god-given right to good service

I think you’re right to be upset. Everyone suffers when we all come to expect and accept bad service. If we tolerate it then we have no one to blame but ourselves when it happens. Apples aren’t cheap. Part of what you’re paying for is service. Yes, all hardware has problems (even if the commercials claim otherwise), but when you’re forced to eat crow you should do it with a little humility.

Seems a little premature to say the replacement of the heatsink will not work. I had it done on my Macbook about a month ago and the problem has disappeared. And for the fools that say that not buying a Mac and instead a PC means no problems I’ve got a deal for them to make 5000 dollars a month without working.

Yes, but the same can be said for all these news sites as well, that do a very poor job of reporting. They are reluctant to admit fault with their reporting as well.

I love Apple, but its not for everyone. On the other hand if 1%-3% of people have a problem with service it should not be extended out as a problem with Apple. How else can you explain Consumer reports survey which measure some 57,000 consumer report members, which shows satisfaction with Apple service is very high.

I think these types of reports are partly written to drive hits to these websites so we should probably discount the severity of the problem.

Update: Now that my anger has cooled, I realize >it’s not my god-given right to good service…but I >expected better.

Yes, you do - you have a GigaRight, because you’re GigaOm. Someone at Apple is reading this. I hope those petulant little dweebs get fired. Go Om!

Oops, I just noticed you’re Liz and not Om. Go Liz!

I really hate to say it, but as a LONG time Mac user, stock holder, startup member whose company was funded by Apple and guy who codeveloped several software projects with Apple… N E V E R buy the first release of anything they put out, seriously, that V1 machine would have to be 10x whatever you are hanging onto to make it even slightly worth the effort… V2 almost always work well.. V1… not so much :(

I’ve been burned many a time but I still love my Macs, we made a big purchase of PPC chip machines just before each model (ibook, mini and G5) went out of production to hold us through the next year of revisions to the Intel machines just so we didn’t have to deal with random issues like this.

I just wish some of the Genius Bar Guys didn’t consistenly act so much like the Comic Book Store Guy.

as a former genius I can attest to the fact that there is a siginificant difference in the genius of today in comparison to my early days in the Apple Store. Paid less, trained less, a glorified sales rep. Apple should pull the title and just call them data input technicians.

Maybe BBB should require all retail stores to have a stack of stickers with a**hole written boldly on it so that any mistreated customers can stick it on the abusive service person.

Personally, I’ve not had a problem with the service from Apple. However, it’s been my experience that poor service is not confined to any particular company. Nor is it confined to this industry. When I encounter poor service, then I complain to someone who is in a position to change things. Did you seek out and complain to a manager?

I also agree with Kevin Murphy - there is always a choice. If you are truly unhappy then try your luck with another company.

DW, if everyone had that attitude there wouldn’t be a second generation…

What we have found is when buying any Apple intel laptop you must install the full 2GB of Ram in exact matching pairs. This will reduce some the heat and save component wear and make the system run better. Only install Samsung factory original ram modules to reduce freezing.

Genuis Bar - hardly. While I have met some genuis bar members who do belong there, most do not. Our local Apple store actually has a few that are quite good, and I usually refer friends and family members to them directly, the rest are pretty much a waste of time. I have had several give me suggestions/instructions that made no sense at all, I am sure it was something they heard someone else say, so they thought it sounded good and could get rid of me.

Overall, I have had great experience with my apple products, and the service at my local apple store and apple resellers has been fantastic. Do the heatsink repair, it will fix your problem. My guess is they get the macbook back to you sooner than you think.

if there was a better iPodesque product out there, I would buy it…not that I hate apple products, I just hate their holier than thou attitude…which is evident from their commercials too…

I was a victim of the Powerbook 5300 fiasco and have not bought another mac since. I did break down and buy an iPod shuffle and then a nano and iPod video, and I was thinking of perhaps getting a mac for my next laptop… until I read this story.

Thank you for shining some light on the fact that Apple doesn’t appear to have improved its customer service policies in the past 11 years!

BTW, the 5300 fiasco went like this. 1) Computer crashed randomly. 2) I sat on the phone with tech support swapping floppies reloading the OS five times in two months while techs claim it is impossible that there is a hardware problem. 3) Recall announced. 4) Another recall announced, 5) machine still crashes now and then, 6) I vow never to get another Mac.

Only an Apple user would apologize for expecting good service…sad, very sad!

“Update: Now that my anger has cooled, I realize it’s not my god-given right to good service…but I expected better.”

Losing Confidence…

…

Liz,

As Om will tell you, I had this happen twice to me with the MacBook. I actually told him about this and said it was a huge issue that would one day be a story. Glad to see you brought it to light. This story is about Apple being in denial and their cone of silence approach to anything that they don’t issue in a release or that Steve Jobs can’t announce in a black turtlneck and jeans.
The first time what happened to you occured to my MacBook right after a software and firmware update six weeks or so after the MacBook, a black CTO edition 2.0 gig processor, the 2 gigs of RAM and the faster hard disk had been put into ue. It started to show the signs called Sudden Shutdown Syndrome.

The Genius Bar guys did a core reinstall and the next day the problem reappeared. At each turn there was constant denial that this was a problem, even in the face of mounting online reports.

After the MacBook was returned with basically all new motherboard and more, then following the next firmware update the problem returned. My machine went in and it took 3 weeks while Apple sourced new parts. In the end I was given a new MacBook.

FYI-Despite my call to Apple PR even as a reporter (KenRadio.com) I never even received the courtesy of a reply.

This is as you point out a problem Apple has known about. Why they haven’t done a recall is anyone’s guess.

If you want more chapter and verse, Om knows how to find me.

Andy

Liz,

I am truly sorry to read of your recent experience with service. I have been an Apple customer for about two years and have bought both a Mac Mini and more recently a MacBook. I have had some problems with both, fortunately relatively minor, and have either visited the local Apple store or have spoken to someone over the phone. The problems have always been resolved quickly and to my total satisfaction in the most helpful and professional manner. I cannot fault the service I personally have received and, when compared to any other retail establishement I have dealt with, these people are saints. Nothing is perfect in life, I am just very glad indeed that the folks at Apple have bent over backwards for me: Just another customer.

These comments were not paid for, either in full or in part, by Apple Computers: Neither am I an employee nor shareholder. I am just a product owner, and a happy one.

Liz,

Taking a car in for service can elicit similar feelings/attitudes. One must ‘bite the bullet’ and get over it.

Near the end of the first year of owning a PowerBook (15″ Al, c.2004), starting up the PB was a hit-or-miss affair. Sometimes it would not start for several minutes of holding down the power button. Apple said to reset PRAM. This resulted in the PB starting fine for another month or so, until it would not start… period! At that point, it was beyond the 12-month warranty. The Apple authorized repair center said all the cards and ports on the left side were dead and for no apparent reason. Repair costs were estimated at $1700. They advised that I should invest in the AppleCare warranty with the next PB (which I did).

The replacement PB (15″ Al Hi-res) was bought December 22, 2005, and its battery would not charge when it was opened on December 25. Apple was called about this defective battery on Monday, December 26. The replacement was delivered to me on December 27. Simply amazing!

My complaint was that Apple knew there was a problem (I read MANY similar reports on the Discussions at Apple) and could have provided a remedy instead of postponing it (with the advice to reset the PRAM) till it was beyond the warranty coverage.

Since I bought my first Apple in 1984, I have been able to help other users with their problems, most of which were software-related. This was the first bad experience. Certainly, to suggest that someone trip on over to one of the ‘other’ computer companies is not a valid response. And Apple’s pricing is NOT that much different considering the freedom from viruses and the software that comes with the new Macs.

Keep the faith,

Don

Here you go — Hope this helps.

MacBook SMC Firmware Update 1.1

The SMC Update improves the MacBook’s internal monitoring system and addresses issues with unexpected shutdowns

http://www.apple.com/support/downloads/macbooksmcfirmwareupdate11.html

“Your compensation is your warranty”; Brilliant! I am saving that one for the next clueless customer that asks for compensation when their HD crashes.

Your trouble is so remarkably like mine. I was a truly Machead from my school day but was force to buy PC due to job market. When my new job provides me with a laptop (Pc of course); I immediately sold my own desktop PC and bought myself to a brand new dual-core Mac Pro nice Big 23” LCD display. The whole setup was nearly $6,400 but I was able to afford it with sizable increased in salary and sign up bonus from the new job. Everything was groovy in the first three months of usage; however, when problem of frequent lock ups due to excessive heat build-up (fan failure) I had to bring in for service. To my surprise, these tech service people actually accuse me on tinkering with the system after I had told them repeatedly that I never ever crack the case open; they told me to fill out some form describe in detail exactly what the trouble is and leave the system there until contact by them. This was just truly discussing but I had to suck it up and play the waiting game… After nearly three weeks passed without any call; I decided to make the call and find out what’s the trouble is. The reception was very nice and helpful but it’s another story when she passes me to service department. After telling me what he thinks how the connector wire was loose with a strong emphasize that it is being physically disconnected by the user (ME) he reluctantly sign it over to me. This is one of the most outrageous near accusation I have ever experiences and it got me thinking that if this is how Apple support are going to be from now on with their increasing popularity; I might as well save my hard earned money and sanity switch back to PC. So SAD!
P.S. Anyone knows where to find a compatible AutoCAD software for Mac that can open native AutoCAD drawing files (DWG)?

…and I thought my HP service was terible. Place a call to service for a crashed hard drive; spend 5 minutes with a service technician. After the diagnostic he forward it to a local service tech who contacted me about 2-hr later for location to have the drive replace. DAMM them!

Maria Consunji, comment from Oct 19 2006: Would your positive praise of Allmac.com, i.e. “they’ve saved my bacon,” etc., be because you -are- Allmac.com? Just wondering. Information courtesy Better Business Bureau, Silicon Valley company lookup. Hope you improve holding to your stated warranty a bit before you further illustrate how wonderful your company is. (BBBSilicon.org)

Another Apple repair hell story:

UNRESOLVED—iMac G5 is still not repaired after languishing for 5 weeks