Comments on: Episode 91 - Apple Support Sucks

by: Nico Mendiola

Wed, 02 Apr 2008 20:11:05 +0000

I actually beg to disagree with this episode you had about Apple support…I am no fanboy I just work as a Sysadmin for a 1:1 school in the Bay area and I have nothing but good to say about Apple support. I’m not sure if we are being treated any different because we are a 1:1 school. They usually ship items to us for user replaceable parts like HDD, RAM and batteries. My technique is whenever I call support, I always start the call with “I gonne save you time and you’ll save me time because I’ve already done this and that and I’ve determined this is the problem”, maybe about 90% of the time the agent will skip the BS and give you what you want. One of my best experiences with Apple Support is when I had a bad RAM on one of our servers…after half an hour when I hung up, our receptionist called me that I have a package from Apple…lo and behold it’s the RAM. I dunno how they sent it so fast but I think that’s EXCELLENT customer service.

by: Corky

Tue, 25 Mar 2008 14:58:23 +0000

im no mac fan but i had a similar issue with HP. i ordered a tablet and it came with a bad screen. me being the cheap college student didn’t do an advance replacement and they wanted to fix it not exchange it. finally a month later i call in they tell me the part was not in stock and they dont know when its comming in, so they would send me a new one instead….. a week after i recieved the new one i got the old one back fixed

by: Claudio

Tue, 25 Mar 2008 14:34:55 +0000

The people with the funky hair and hands are the Doodlebops. Worse than scraping a blackboard.

by: Claudio

Tue, 25 Mar 2008 14:26:29 +0000

Oh, and no my son hasn’t installed GNU/Linux yet…

...but it’s in the works!

by: Claudio

Tue, 25 Mar 2008 14:06:08 +0000

Even though my experience in getting my iMac G5 repaired under the repair extension program was more pleasant than I expected, I do have to say that sometimes Apple Support does leave something to be desired. I was told that my iMac G5 would be done in about 4-5 days after I turned it in. TWO WEEKS LATER, I finally decided to call Apple…or more specifically, the Apple store. I called the local number and inquired about my iMac G5 along with the case number. The person on the phone seemed as concerned as I was about the extended length of time and looked into it. After being on hold for a few minutes, the person got back on the phone and told me that it would be ready by Friday. I got a call Thursday night that it was ready and picked it up Friday night after work. While I’m glad that they took good care of me, I was a little irked that they just let it sit until I had called in about it.

Thankfully, they didn’t wipe out my drive in the process. I had backed up my iTunes library and some other things, but not everything (due to lack of storage space on the external drive). I had actually asked the Apple tech when I turned in my iMac at the Genius Bar if my drive would be wiped, and he told me that it wouldn’t be unless it was a last resort option. I explained to him that the hard drive was OK despite the PSU and logic board being shot and he made a note of it in the case file.

Oh, and here in Miami-Dade school district there is a contracted service company that does Apple repairs. I believe they’re called The Millennium Group, but don’t’ quote me on that.