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Review 2/2/2010
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In the past year, Apple has replaced an apparently damaged iPod touch with no charge and little hassle to me. When I have returned products to other retailers, I have felt as though I were under suspicion for daring to bring it back. At Apple, they asked me a couple questions and decided that replacing the iPod would bring about the best resolution. It did, and I have no complaints.
Apple also replaced the Logic Board on my 13" MacBook after it was damaged during a return ship from a repair. Initially, they did not believe me when I informed them that the crack on my case had occurred during shipping because I failed to report it until my computer started behaving erratically. The first two individuals I spoke with were resistant to covering it under AppleCare and demanded $750. The third was a godsend. He worked to override the decision not to cover it and helped me get my computer back, and to spec. I am so grateful for him going to bat for me. While I was unhappy at first with the customer service experience for that repair, he turned it around 100% and I am a loyal Apple customer and Mac user.
AppleCare has also been a good value, with short hold times, and responsive, knowledgeable, native speakers of English who guide you through responses. I once unearthed a bug in iMovie--before long, they had me on the phone with a software engineer trying to figure out what the source of the bug was. Try getting that level of service from Microsoft.
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