talk about service!


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i got a 12 inch g4 iBook and ive had a hand full of small complaints regarding the design and durability of the case (i geuss thats what its called) and i descided to email Steve Jobs about my problems just to voice them, i wasnt expecting him to even read it or to even hear back from them, but a little while ago i recived a email from someone in the Corporate Executive Relations department asking me to call them and that my "correspondence concerns an issue that we feel would be best handled in a phone conversation."

mabye apple will now take note of the creek, the space bar not being even, the battery not fitting flush and the case in general seeming to be... loose. and fix the problems.. or mabye ill get something free for my troubbles (this is the 3rd iBook ive had in a week)

i left a message for them, and i should hear back soon... ill post again with updates!

updated. check 2nd page

Edited by divinatum
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i got a 12 inch g4 iBook and ive had a hand full of small complaints regarding the design and durability of the case (i geuss thats what its called) and i descided to email Steve Jobs about my problems just to voice them, i wasnt expecting him to even read it or to even hear back from them, but a little while ago i recived a email from someone in the Corporate Executive Relations department asking me to call them and that my "correspondence concerns an issue that we feel would be best handled in a phone conversation."

mabye apple will now take note of the creek, the space bar not being even, the battery not fitting flush and the case in general seeming to be... loose. and fix the problems.. or mabye ill get something free for my troubbles (this is the 3rd iBook ive had in a week)

i left a message for them, and i should hear back soon... ill post again with updates!

That shows great customer service

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I know someone that has emailed Steve and finally got help... Someone needs to give me Steve's email so I can cry about my Powerbook display that the local apple store will not replace.

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Yeah Steve is known to sometimes do stuff like this, someone else on these forums had problems with his iBook G3 and got a 40Gig iPod and a new iBook for his troubles.

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apple just makes everything seem so freindly. i doubt that if this was a dell and i had these problems i would have gotten this treatment.

i really do love apple :-D

Apple are generally good with there customer care, but as we've seen lately they are also sometimes not so good

- iPod Battery issues, this got huge press NOT Good

- iBook G3 Logic Board issues

- Powerbook G4 "white spots"

I myself have never had to phone support and hope to never do :)

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I know someone that has emailed Steve and finally got help... Someone needs to give me Steve's email so I can cry about my Powerbook display that the local apple store will not replace.

Well, if the one we've seen on-screen in some of his keynote addresses is correct, it's steve@mac.com

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Apple are generally good with there customer care, but as we've seen lately they are also sometimes not so good

- iPod Battery issues, this got huge press NOT Good

- iBook G3 Logic Board issues

- Powerbook G4 "white spots"

I myself have never had to phone support and hope to never do :)

All of the issues you mention here have been addressed by Apple, what more do you want?

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Apple are generally good with there customer care, but as we've seen lately they are also sometimes not so good

- iPod Battery issues, this got huge press NOT Good

- iBook G3 Logic Board issues

- Powerbook G4 "white spots"

I myself have never had to phone support and hope to never do :)

... I had the issue with the "Ghosting Spots" and actually 2 dead pixels on my PowerBook G4 (15'') ...

IF anyone has an issue with it and the Apple Store NOT replacing it... PLEASE feel free to contact me and I will get a copy of the work order to you and perhaps you can get it into your nearest Apple Store telling them that it is an issue that was addressed in Chicago that deemed this problem one that is to be rectified free of charge on order of faulty installation of the screen in the assembly process.

I guess a memo didn't go around, then... because I remember when I went in to my near Apple Store, they told me they got a memo to replace the scree, where as when I called education support regarding the screen, they basically were telling me that it's standard for that to happen.

divinatum, I'm glad it's working out for you.

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Impressive. If only more companies were like this. This is the level of service I have come to expect from Newegg, FrozenCPU, and HeatsinkFactory.

Good for you man. Keep us posted! :) (Y)

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apple just makes everything seem so freindly. i doubt that if this was a dell and i had these problems i would have gotten this treatment.

i really do love apple :-D

#1, You would receive the same service from Dell. In fact Dell's customer service has a reputation for being top notch. I have heard owners sending in their laptop for display problems and having it returned with brand new displays, such as an uxga. I have also heard of people sending in their machines only to have them returned with newer parts that were not even on the repair list. Every computer company out there is going to try to take care of its customers one way or another. That being said, there are just as many reports of horrible experiences with both companies and more.

#2, It sounds like you might be acting a little anal about your problems. For instance, on my 12" powerbook, the f2 key sticks out above all the other keys slightly, I have some weird darker spots along the bottom edge of my screen and my battery does not sit as flush as it should. I had to open the compartment and stick a piece of paper in the area just to hold the battery out farther so the laptop would not rock when sitting on a hard surface. This presents a small gap of 1 or 2mm, but honestly, who really cares? None of these issues affect my productivity at all. This is a computer we are talking about, not a model. It is allowed to have some flaws. It is a tool and nothing else, not a symbol of your sexuality.

You have 2 options here, 1, let it go and just be happy with what you have. Apple's quality control is not just going to change for you. Or, 2, you could keep send emails and your iBook back in until you get one that is perfect. This will take an extremely long time, and I can guarantee you that as soon as you get it you are going to put a scratch in it or something else that is going to make you just annoyed.

You are right that no other computer company has such perfection, but neither does Apple. They are just as susceptible to design flaws as everyone else. I am not trying to be an ass, nor am I trying to devalue the validity of your issues, but you just might want to think about how important that 'gap' in your iBook really is.

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Wait, hold on. I can get the 'white spot' on my Powerbook FIXED? Under the warranty?

If you are serious and this is not sarcasm, yes, this issue is a known flaw with the Aluminum 15" powerbook and it can be replaced under your warranty or AppleCare. Call your local AppleCare rep or the store where you bought it from. You usually have to send it in and there have been reports of long waits, so it would be advised to hold off until a time when you don't necessarily 'need' your machine for a period of time.

I believe they found the issue to have something to do with the original packaging of the screens when they were shipped to apple. I am sure you can find some more info by using google, I am too lazy right now.

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If you are serious and this is not sarcasm, yes, this issue is a known flaw with the Aluminum 15" powerbook and it can be replaced under your warranty or AppleCare. Call your local AppleCare rep or the store where you bought it from. You usually have to send it in and there have been reports of long waits, so it would be advised to hold off until a time when you don't necessarily 'need' your machine for a period of time.

I believe they found the issue to have something to do with the original packaging of the screens when they were shipped to apple. I am sure you can find some more info by using google, I am too lazy right now.

...i think i was one of the individuals who reported the long wait for the replacement for the screens, about them taking up to 6-8 weeks to being replaced... Well, I received the call to bring it in recently as promised by a Genius at the Oak Brook, IL Apple Store. He made that deal as knowing I am a college student and couldn't live without the computer over an extended period, etc. Now it takes an estimated three businessdays for repair time, not counding the transit.

He said the issue of the ghosting spots was due to the machines that assisted placement of the LCD during manufacturing, applying too much pressure on the screen.

But definitly, it for sure is a known issue and one that is covered by Apple Care.

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i just got off the phone with them, no real progress. she told me that the problems im experiencing are "within spec" or something like that (im sick, and tired so.) and recomended i go to the apple store and check the iBooks there and see if they have the same problems, and i did mention to her the things timan said (i had noticed these before and was gonna mention them) i assume they dont threten the usability of the machine and thats why they dont seem to make it high pirority to fix the minor problems.

well, atleast its progress mabye a rev2 will come out and the problems will be resolved

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