Apple Absolutely ROCKS!!!

[MotionMan]

On Monday, I received a non-functioning (which I knew about) 1st Generation Time Capsule that I bought from a member here (see below).

I took it to Zero One Media Center, an advertiser on the Adam Carolla Podcast, because they had a coupon for a free diagnostic.

Monday night I found the following: http://support.apple.com/kb/TS3351 (EDIT: Apple KB article has been removed. It is talked about here.)

My unit falls within the serial number range mentioned in the article, so I e-mailed Zero One about it.

On Tuesday, was told by Zero One Media the following:

I submitted the repair as a whole unit swap under AppleCare. Unfortunately the program only covers units up to 3 years after purchase date so the repair was rejected by Apple.

(The unit was apparently bought in April 2008.)

I e-mailed an old high school friend who works for Apple and he suggested I take the unit to an Apple Store to see if they can help me.

I went to my local Apple Store tonight and told the Genius my whole sorry tale. Without saying another word, he went in the back and came out with a refurbished 1st Generation Time Capsule and swapped it out.

Apple Absolutely ROCKS!!!

MotionMan

(That sound you hear coming from Minnesota is Don Vito Corleone screaming. )

 

[badb0y]

My experience has always been great with Apple's customer service. My friend's iPhone was acting weird(Random vibrations when touched on the screen) so we got an appointment with the genius bar and took it to the Apple Store. We got late and missed the appointment and one of their representatives told us we had to wait for an available time slot. My friend explained his situation and showed the genius his phone's defect and the genius swapped the phone for him right away! We didn't have to wait for an hour +.

 

[Pardus]

I went to my local Apple Store tonight and told the Genius my whole sorry tale. Without saying another word, he went in the back and came out with a refurbished 1st Generation Time Capsule and swapped it out.

 

[Don Vito Corleone]

Nice! Glad it worked out for you. I should have tried that myself . . .

 

[MotionMan]

Nice! Glad it worked out for you. I should have tried that myself . . .

I owe you one...

"Someday, and that day may never come, I'll call upon you to do a service for me."



MotionMan

 

[ViviTheMage]

I owe you one...

"Someday, and that day may never come, I'll call upon you to do a service for me."



MotionMan

Can I watch you service him?

Yes, apple is kick ass with any issues

 

[SlitheryDee]

I have a question since we're already discussing apple return policy. I just got an iPad 2 and the apparent fragility of the thing concerns me. If I were to do something stupid, like say sit on the thing and break the screen, or drop it and break the screen. Would apple or someone at an apple store repair or replace it? This is assuming that the accident occurred within the warranty period. I know that such things are usually not covered in manufacturers warranties, but from what I hear it seems possible that they might do something even if they don't "officially" cover that kind of damage.

 

[Don Vito Corleone]

I have a question since we're already discussing apple return policy. I just got an iPad 2 and the apparent fragility of the thing concerns me. If I were to do something stupid, like say sit on the thing and break the screen, or drop it and break the screen. Would apple or someone at an apple store repair or replace it? This is assuming that the accident occurred within the warranty period. I know that such things are usually not covered in manufacturers warranties, but from what I hear it seems possible that they might do something even if they don't "officially" cover that kind of damage.

As a practical matter the glass on the iPad 2 is all but unbreakable - http://www.youtube.com/watch?v=r4vvQq7BpiE. I can't imagine you'd break the glass through any trauma that didn't also destroy the whole unit.

In terms of your question, the folks at the Apple store have a lot of discretion in terms of what they do and don't cover. Always be nice to your Genius! I've had them make a costly repair to a MacBook that was years out of warranty. This is just one more advantage of Apple products - their customer service is essentially unparalleled.

 

[Eug]

I have a question since we're already discussing apple return policy. I just got an iPad 2 and the apparent fragility of the thing concerns me. If I were to do something stupid, like say sit on the thing and break the screen, or drop it and break the screen. Would apple or someone at an apple store repair or replace it?

No.

However, it's actually pretty well built. Better design than the original iPad.

http://www.youtube.com/watch?v=r4vvQq7BpiE

---

Apple's service is usually pretty good, but not always. It you don't get the best response the first time sometimes it might be a good idea to try again. Everyone was complaining about the iBook's video going out and Apple continued to deny it until finally they relented and confirmed it was a significant defect. They even started fixing them out of warranty.

My latest iMac repair went well. I had some discolouration behind my screen, and also the computer fan was going into vacuum cleaner mode. I took it in and they tried to fix it, but couldn't so they ordered me a new one. When it arrived they gave me the new one and the hard drive of the old one. Plus, since it was a new machine, I got a new wireless keyboard and Magic Mouse out of it too.

It turns out they ordered the wrong specs. I had 2 TB plus 4 x 2 GB but they gave me 1 TB plus 2 x 2 GB. So they took it back and ordered me a new one. This time I got the 2 TB, newer model and slightly faster, plus they gave me 2 x 4 GB, leaving 2 SODIMM slots open. I'm wondering if I should add another 2 x 2 GB for total of 12 GB.

So, the repair netted me:

1) Extra hard drive
2) Extra Magic Mouse
3) Extra Wireless Bluetooth Keyboard
4) Faster CPU
5) Better GPU
6) Two free SODIMM slots

 

[Emulex]

it's so good it bleeds light all over the place.

 

[MotionMan]

I have a question since we're already discussing apple return policy. I just got an iPad 2 and the apparent fragility of the thing concerns me. If I were to do something stupid, like say sit on the thing and break the screen, or drop it and break the screen. Would apple or someone at an apple store repair or replace it? This is assuming that the accident occurred within the warranty period. I know that such things are usually not covered in manufacturers warranties, but from what I hear it seems possible that they might do something even if they don't "officially" cover that kind of damage.

If there is one thing I have learned from this experience is that you should at least try. Go to the Apple Store (make an appointment online), be honest and hope for the best (but expect nothing).

When I went, I was actually hoping to get one of three of the employees who I have either dealt with before or have seen help others (My son likes to play the games, so I have stood around the Genius Bar for long periods many times). I got the person who I would call my "first choice", and he did not fail me.

You will never get if you never ask.

MotionMan

 

[bearxor]

Yes, apple is kick ass with any issues

Sure they are! Just tell that to my 2007 MBP with a GF8600GT. Maybe it will magically turn on for you.

/sarcasm

 

[MotionMan]

Sure they are! Just tell that to my 2007 MBP with a GF8600GT. Maybe it will magically turn on for you.

/sarcasm

Send it here and I'll take it in to the Apple Store.

I'm on a roll!

MotionMan

 

[TheStu]

Sure they are! Just tell that to my 2007 MBP with a GF8600GT. Maybe it will magically turn on for you.

/sarcasm

I thought that they acknowledged that issue and extended the warranty for everyone to 3 years. Or am I thinking of something else?

 

[MotionMan]

I thought that they acknowledged that issue and extended the warranty for everyone to 3 years. Or am I thinking of something else?

I know they did that with the 1st Generation Time Capsules.

MotionMan

 

[Wonderful Pork]

my iPhone 4 sleep/wake didn't press anymore, but it still worked without tactile feedback. Took it into the Apple store, and 5 minutes later had a new (refurb) iPhone 4 with just 2 weeks before my 1 yr warranty expires. New phone has stronger vibrate and a new battery, score! They also swapped out my fraying USB -> Dock cable which is like $20 or something ridiculous.

On another note, they got rid of all restocking fees, even for stuff that's been opened. I bought an Apogee ONE to record into iPad 2 (thank you CCK) and they said I had 14 days no fee. Sweet policy change!

 

[lokiju]

I see a lot of complaints out there about all sorts of aspects of apples customer services and support but to date it's always been top notch.


Sent from my iPhone 4 using Tapatalk

 

[darkewaffle]

My only experience with Apple customer service was pretty lousy, though I also do not have access to an Apple store. I had an iPod video a couple years ago that I pulled out of my pocket one day to see that the LCD screen had 'cracked', the physical plastic of the case was fine but the actual LCD split, and about the left 40% of the screen was completely unreadable and unusable. So I look up the Apple site, find out where I can send it for repairs, pay 50$ for the mailing label, and ship it off. The next week I get a box back with the exact same iPod with zero changes and a letter which pretty much says "Oh that's not part of what this repair service covers. That blows, huh?"

I'd imagine somewhere along the way I missed the exact terms of what the service covered so that's on me, but between keeping my money and not even offering any sort of "Oh we don't cover that, but while we have it would you like us to upgrade you to SuperduperGold Coverage and repair it anyway at an additional charge of X$?" I was none too impressed.

 

[Joseph F]

I thought that they acknowledged that issue and extended the warranty for everyone to 3 years. Or am I thinking of something else?

You're thinking of Microsoft regarding the Xbox 360.

 

[MotionMan]

My only experience with Apple customer service was pretty lousy, though I also do not have access to an Apple store. I had an iPod video a couple years ago that I pulled out of my pocket one day to see that the LCD screen had 'cracked', the physical plastic of the case was fine but the actual LCD split, and about the left 40% of the screen was completely unreadable and unusable. So I look up the Apple site, find out where I can send it for repairs, pay 50$ for the mailing label, and ship it off. The next week I get a box back with the exact same iPod with zero changes and a letter which pretty much says "Oh that's not part of what this repair service covers. That blows, huh?"

I'd imagine somewhere along the way I missed the exact terms of what the service covered so that's on me, but between keeping my money and not even offering any sort of "Oh we don't cover that, but while we have it would you like us to upgrade you to SuperduperGold Coverage and repair it anyway at an additional charge of X$?" I was none too impressed.

I think the Apple Store experience is probably better than the online/phone experience.

MotionMan

 

[TheStu]

You're thinking of Microsoft regarding the Xbox 360.

No I am not. Microsoft also did that sure, but Apple has done the following;

Acknowledged that the MagSafe adapter frays and will replace it for free once per serial number

(Privately) acknowledged that the MacBook palmrest would chip and discolor over time and replaced it for free up to 3 years from purchase date.

They did something else too that I think I took advantage of, but I cannot recall.

And oh yea, they did ackowledge the 8600m issue

http://support.apple.com/kb/TS2377?viewlocale=en_US

 

[bearxor]

Yeah, they've totally acknowledged the 8600m issue and even extended the warranty support to 4 years.

However...

If your LCD does not turn on (sleep light comes on, monitor does not come on, does not boot in to OS), then they claim that your entire logic board has failed and that you don't fall under the program.

So what I do is dismantle my MBP every time it dies and take a heat gun to 500 degrees and place it over the 8600m for two minutes. This works for like 4-6 months.

The problem is that after you do this, you basically 'fix' the issue the 8600m has and it passes all of Apple's test just fine. I can't just tell Apple that this fixes the issue because they'd look at me like 'you do what to your logic board?!' and look at me like I'm an idiot. Though I guess they're not going to fix it anyways so what's the difference right?

Right now I'm actually using a 2008 MBP instead of my 2007. I bought it off CL defective for $200 and fixed it with heat. If you know anyone that has a pre-unibody MBP laying around they think is a pile of junk, you might try either a heat gun or baking the logic board in an oven to bring it back to life.

 

[Oyeve]

Do they actually use the term "Genius" at the apple store?

 

[dawks]

You're lucky, I had a Time Capsule that died in January of last year, and I had some important files on it, not just backups. It was out of warranty so by March I had to crack it open and get the HD out to copy my files off (the drive was fine, but the TC wouldnt boot).

Then this article comes out (the Apple support link in OP) and I tried to get it replaced. My closest Apple store is about 5 hours away, so I took it to a local contractor. They sent it out to another Apple affiliate who returned it a week later saying they couldnt help me because it was opened. So I tried another store, same problem. Called Apple directly, and they said they'd take it and replace it, but I needed to ship it via a local store. Took it to a third, and they said Apple wouldnt help me because it was opened. The guy here even called Apple, gave them my case number, and reported it had be opened so that Apple would then close my case and cut me off.

Man was I ever pissed off. I had no clue they'd issue a recall, and needed my files back, so I was in a jam. I'd never buy a Time Capsule again, can't trust the built quality on those things. Too much heat with no ventilation too.

 

[MotionMan]

Do they actually use the term "Genius" at the apple store?

Um, yeah. Where have you been?

MotionMan