So, the power supply on my iBook crapped out. Again. First time was the plug into the computer, second the cable from the wall to the transformer, and this time the transformer itself. This'll be the third time parts have been replaced.
That doesn't bother me. Well, not much.
What bothers me, and really pisses me off, is the local Apple Store. I've got the extended warrantee for this thing (I travel, and I'm not stupid) so anything that breaks should be replaced. This is the third time I've walked in with a broken power supply, and the third time they didn't have one in stock. It's not like this is some bizarre part--it's a damn power supply, and one that works on a lot of the iBook models.
This time, though.... not only did they not have any to replace mine with, but they had three on the shelf. Just to add insult to injury. FIx it under warrantee? Sorry, call apple care, it'll be three days. But you can buy one right now, if you want. A complaint to the manager got some handwavey blather about repair parts being from different accounts than retail parts, but let's be blunt--I don't care, and it's not my problem. Period. I don't care what account anything came from, or who's problem it is. I have a broken part and a contract that says that part should be replaced, and they refused.
I'm seriously considering another vendor when it's time to replace this iBook. And there aren't any other vendors of OS X stuff...
Posted by Dan at April 23, 2003 02:09 PM | TrackBack (0)A couple of years ago, a friend gave me some advice: always buy through an Apple authorized retailer, not Best Buy, etc., and especially not Apple itself. If they offer it, buy the retailer's service plan/warranty, not the Applecare. The smaller, service-oriented Apple shops will take care of you, and most times, the people will be cooler.
Posted by: Todd at April 24, 2003 01:33 AMI'd go with a local dealer if there was one, but as far as I can tell there isn't, which is annoying. I'm not sure it'd make too much difference, since regardless I'd have bought the extended care warrantee. I knew when I bought the thing that I was going to be doing a lot of travel, so I wanted to be as covered as I could manage, and one of the attractive things about it was that I could drop in on any of the ever-growing list of Apple Stores and say "Hey, this broke! I need a replacement part!" Plus I did get the machine with Apple's developer discount, which was pretty significant. (Meant I had to buy it online, but as I wanted extra widgets in the thing I think I would've been stuck doing that)
I realize that if I'd gotten a Compaq or Dell laptop I'd be stuck going with phone support and fedexed parts. I just find what they did and the support policy about it obnoxious.
OTOH, I did make a formal complaint to Apple, with a case number such as it is. I'm in the process of putting together a written letter (so much more effective than e-mail for a good complaint) and if nothing comes of the complaint I shall make as much of a stink about this as I can manage.
Posted by: Dan at April 24, 2003 10:13 AMA co-worker just told me about his wife's dell laptop. When she breaks it they come within the next two business days and pick it up (leaving a loaner). A day or two (not sure how long) they come over with the fixed laptop. Weeh. Apple could learn something from that!
Meanwhile of course I pretty much sold him on the idea of getting OS X (and thus a mac).
- ask