Comments on: AppleCare service review

By: John

John — Sat, 04 Dec 2010 23:57:16 +0000

Here is my experience with AppleCare trying to get Windows running properly using Bootcamp… specifically trying to get the drivers for my Macbook Pro installed in my Windows installation after having lost the Mac OSX install CD that comes with the computer:

I have been waiting for 1 month to get an Apple installation disk sent to me in the mail, so I can install the MacBook Pro Drivers (trackpad, keyboard, wireless, videocard, iSight, etc.) on my Bootcamp Windows Installation. These are the steps I’ve had to go through so far, and still Apple has been UNABLE TO RESOLVE THE ISSUE for me.

1) I called AppleCare to find how to install drivers for my new Windows 7 installation on Bootcamp. I no longer have the Apple OSX Install DVD that came with my computer, so I was told to go pick one up from a Mac Store. (20 minutes)

2) I drive to the nearest Mac store, with my laptop, get there and am told that it is impossible for them to give me an installation DVD. It has to be sent from the factory and is custom to my laptop (what BS is that?), and so I have to order it from AppleCare. (1 hour and 30 minutes with driving and returning to my house)

3) I call AppleCare a 2nd time to order the installation disk. I tell them how I need these drivers ASAP and am told it should take between 3 and 5 days… most likely 3 days though. I ordered on a Friday or Thursday and they say expect it in the mail on the following Tuesday. (20 minutes on the phone)

4) 2 weeks pass an no Mac OSX Installation Disc. I call AppleCare to ask whats up. I speak to a representative, who says they are going to check and they end up hanging up on me. (15 minutes)

5) I call a second time… I speak with a representative. Am put on hold again and then am transferred to a more senior associate… Krista. And am told it is only just leaving the warehouse and to wait a few more days. (30 minutes)

6) Installation disc arrives 1 week later, I pop it in and the drivers are no where to be found on the disc. I call AppleCare. Hold for 15 minutes to speak with someone. I speak with someone, and he has to put me on hold to figure out how to install the drivers… 20 more minutes. He comes back and says Apple doesn’t support anything related to Windows, and that all he can tell me to do is to put the Apple Mac OSX CD into my computer while Windows is running. DOESN’T WORK. I ask to speak with a supervisor. 10 minutes on hold, and then am disconnected. (45 minutes)

7) I try calling Krista with the extension she gave me, she isn’t available. (5 minutes)

8) I call AppleCare again. Initial hold 10 minutes. Speak with Brittany, she has me put the disk in and out twice. Check all the folders multiple times. Restart the computer into Apple, check for software updates… I was completely up to date. Download a Bootcamp updater for windows… which is useless since I don’t have the initial Windows Bootcamp for windows installed… because I’m supposed to get that from the MacOSX install CD which they sent me, but it isn’t on there. She puts me on hold again for a Senior Advisor. I speak with the senior advisor, Eric, spend a half hour or so and he has no idea how to install the drivers. All anyone can say is that there should be a setup.exe on my MacOSX DVD that I waited a month for Apple to send to me. Finally hangs up saying he will do some research and will call me back. (1 hour and 20 minutes)

TOTAL TIME SPENT SO FAR… 5 HOURS and 5 MINUTES.

HOW LONG HAVE I WAITED TO GET THE ISSUE RESOLVED… 1 MONTH

IS THE ISSUE RESOLVED… NO!!!

I work as a consultant, and bill at $100 dollars an hour. So basically I’VE LOST $500 DEALING WITH APPLE CUSTOMER SUPPORT, and still no one can tell me how to get the drivers running properly for windows. All I’m told is that my MacOSX disc should have a setup.exe file, and because it doesn’t all they can do is send me the identical disc again (Apple apparently makes it impossible to get the drivers for my computer at their Apple stores or over the internet)… so I can go on this Marry-Go-Round all over again.

A much better use of my time would have been to work those 5 hours, take my $500 and go buy a Windows PC.

If anyone from Apple reads this, they can contact me at paulmespam@gmail.com.

By: AGS Direct

AGS Direct — Tue, 14 Sep 2010 19:01:06 +0000

I once worked at a Best Buy for three whole days back in 2003. My background was more in corporate environments, but it was a nice enough store – Glendale Arrowhead AZ location.

http://bestbuy.agsxpress.com

By: Jamie

Jamie — Sat, 11 Sep 2010 14:49:59 +0000

Well,Stay Away of Apple care. Not anymore a good service, as of 2009-2010
I work for BestBuy too in the computer devision, GeekSquad as a technician for Mac since 2008. Apple care used to be a great service but not any more. I can go all day long telling you the horrible stories of the bad complaines people have with the technical side of the Apple care. if you have a hardware issues it is not a great service like it used to be, most of the time i see logic board issues with imac and laptops that the company will not cover and the client that paid $1500 get no warranty cover. If you need the apple care for technical questions I would say buy it even though you can get your answer from google, but if you want hardware support stay away from Apple-care.

By: Jamie

Jamie — Sat, 11 Sep 2010 14:48:18 +0000

Well, Stay AwayNot anymore a good service, as of 2009-2010
I work for BestBuy too in the computer devision, GeekSquad as a technician for Mac since 2008. Apple care used to be a great service but not any more. I can go all day long telling you the horrible stories of the bad complaines people have with the technical side of the Apple care. if you have a hardware issues it is not a great service like it used to be, most of the time i see logic board issues with imac and laptops that the company will not cover and the client that paid $1500 get no warranty cover. If you need the apple care for technical questions I would say buy it even though you can get your answer from google, but if you want hardware support stay away from Apple-care.

By: Stacey

Stacey — Sat, 11 Sep 2010 14:43:51 +0000

Well, Not anymore a good service, as of 2009-2010
I work for BestBuy too in the computer devision, GeekSquad as a technician for Mac since 2008. Apple care used to be a great service but not any more. I can go all day long telling you the horrible stories of the bad complaines people have with the technical side of the Apple care. if you have a hardware issues it is not a great service like it used to be, most of the time i see logic board issues with imac and laptops that the company will not cover and the client that paid $1500 get no warranty cover. If you need the apple care for technical questions I would say buy it even though you can get your answer from google, but if you want hardware support stay away from Apple-care.

By: DaTeub

DaTeub — Tue, 15 Jun 2010 00:02:04 +0000

AppleCare went above and beyond for me when my 23″ display died. I bought it about two weeks after my G5 tower so it wasn’t covered in my G5 AppleCare. I had a 3 year plan with the store I bought it from. It had problems but I didn’t think serious because it worked fine but had sleep problems. The store warranty expired a day before it went dead. AppleCare repaired it at no cost because of the G5 AppleCare purchase date so close to the display purchase. I believe they deserve all the good reviews of fast repair and shipping. Super. But this is only half of what the AppleCares is suppose to cover. The AppleCare phone tech support, the award winning geniuses as they call themselves are terrible. Maybe they know the most about how to connect earbuds to a ipod because simple problems are more popular. I’m in the middle. I’ve always had Mac so never needed to learn allot of tech stuff. But occasionally I need to figure something out I can’t find on Apple Community so I call. I called today because my wireless printer wouldn’t communicate with my laptop. He couldn’t help me because it is network related. He could have now that Brother explained the problem. I had to punch the printer address in the print preference settings, somewhat Brothers mistake for not including it in their driver upgrade for OSX 10.6 instructions. The phone guy was preoccupied with something. I doubt he was responding to any on-line support, maybe they have it for iPhones but that’s all I think. I asked a question, long pause, he’d said I’m sorry what did you say? Ending the call should have been easier. I should have hung up but waited for a response. Was he going to actually help me and I should wait? But I can accept this. I realize they can’t get bogged down dealing with networking. A few years ago I put a second hard drive in my G5 tower. THe hard drive explained finding a cable already in place and connecting it to the hard drive. I couldn’t find it. I considered the hard drive instructions might be wrong and I called AppleCare. They told me there isn’t a wire and I need to buy a cable to connect it. So I called the company I bought the hard drive from to order whatever cable I needed. They assured me there was one in the computer already so I looked and finally found it tucked in the upper frame. So I can say they don’t know their own computers. But that’s not the worst of it because I called AppleCare twice trying to figure things out. Two different geniuses told me I need to buy and install a cable. Iw this kind of service to much to ask? Maybe it is and I just don’t understand the limitations. And if you call then and have the AppleCare it’s not helpful to enter extension 0-0-0 to by-pass the messages and information they want. If you do this you could easily be trying to understand the western side of China.

By: nicholas

nicholas — Thu, 11 Mar 2010 01:38:00 +0000

if you would have bought a Dell you would have had a tech at your door in one business day.

By: Eustace

Eustace — Thu, 11 Feb 2010 13:13:56 +0000

my battery died on me recently. it is quite rubbish that applecare decided not to cover it. Applecare wasn’t worth my money. I should have taken the risk and gone without it. This way I would be £150 richer.

My next laptop will be a Windows based one. Here the market is more competitive and I’m sure I can get better value for money.

What a complete, undenyable waste of time and money. DONT BOTHER.*

* apple software is pretty robust, the HARDWARE IS NOT.

By: Amar

Amar — Wed, 23 Dec 2009 15:27:29 +0000

I had a bad experience with Applecare I own a Mac Book Air, Dropped it off in a Apple store for a repair after having few bright spots on the monitor. The apple representative inspected my laptop and accepted to replace my monitor, here comes the main story, I got a call from some xxx saying that my laptop repair is on hold and found few parts missing, and accidentally damaged parts, after a long long discussion with supervisor he agreed to cover the repair, it was 16th and when i checked my status it said “repair completed 17th ” it was still 16th 6pm. finally received my laptop on 18th and found “dent” on the base. so again calling the old apple care !

By: Lucien Creekwater

Lucien Creekwater — Tue, 09 Jun 2009 17:02:53 +0000

Apple Care seems great through advertisements and their whole “smart guy” act, but will leave you sitting on the phone for hours, stall you at the store, and basically pay you no mind when you are in need of assistance. I have an iPhone with a simple problem, a dysfunctional power button, that is still under warranty that they refuse to even TELL me how to fix, let alone give me a new phone (which is necessary under warranty)…instead they hype up their new phone to me, in an effort to make more money… DO NOT BUY AN IPHONE if you care about your money. (This strayed a little from applecare, but I couldn’t find another place to discourage apple service and the iPhone)