More than enough of this goes on in here, mention how good your doing and expect some grief....
Credit to Apple
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More than enough of this goes on in here, mention how good your doing and expect some grief....
OP
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Just to reiterate:
It didn't fail three times. It failed once. It had a screen replaced, and I still wasn't happy, so they replaced it again for me. I then enquired as to the normal operating temperature, and without even having the machine in to check, he took my word for it running too hot and replaced the whole machine.
OP
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You're completely right. Mention anything positive on TP, and you're bound to get a bunch of people trying to inject a bit of negativity into your day.
neil_g
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fixed that for you.
look at how many moaning threads there are in OOF for example
OP
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Actually, I don't notice it on other places on the internet, mostly it's on TP. I post on a few American photography forums, and the level of general negativity you encounter is minuscule in comparison to that which you receive here.
joescrivens
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2 fails. not three.
and the biggest point that you have now ignored twice ......
It wasn't just replaced - it was replaced with a much higher spec model. It would be the equivalent of buying a VW golf Twist and on the second repair fail VW replacing it with a GTI.
It is expected to have a product replaced when it fails under warranty - what is pleasant and above and beyond good customer service is to replace something with a much better model in a very quick turnaround.
Doesn't matter which company does it - when it happens it's great. Not expected, great
gman
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Nice one with the upgrade, always nice when something like this happens
So true, and becoming more so.
So true, and becoming more so.
arad85
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And there's the irony. You probably know quite a few of them, just when they are in front of you, body language and tone (and the fact they are in front of you) soften the message.
Did you know less than 10% of communication is through the words - the rest is through body language? See: http://en.wikipedia.org/wiki/Body_language
gman
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I agree but there are always those who are simply beyond the saving grace of tone and body language, and what about those who don't even have the decency to reply to a pm or say thanks after receiving some help? But it's a fair size membership on here, so I guess the odds will keep getting worse. I'm focusing more on people who seem decent and don't mind giving their time to help others.
joescrivens
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I agree but there are always those who are simply beyond the saving grace of tone and body language, and what about those who don't even have the decency to reply to a pm or say thanks after receiving some help? But it's a fair size membership on here, so I guess the odds will keep getting worse. I'm focusing more on people who seem decent and don't mind giving their time to help others.
you've helped me a few times in the past graham, and I have always appreciated it
gman
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you've helped me a few times in the past graham, and I have always appreciated it
Aw shucks...
To be honest, I'm petrified to join any thread that you in haha!
Pookeyhead
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I've made my point. No one was bashing apple, and I don't understand why that was even raised. I'd have made the same comment no matter what the company concerned was.
I just don't think it's particularly great that a company replaced a faulty product after it fails three times. If you think that's exceptional.. then you're easily pleased. I'd have expected a replacement after the first failed repair attempt.
Having a product fail three times, and failed to repair it twice before they offer a replacement is actually pretty shoddy in my opinion.
Of course it was... they no longer make the one that failed
....and it did fail three times... read the post. Fault 1 - Black stripe on screen... Fault 2 - dancing pixels.. fault 3 - overheating.
How is that not 3 faults?
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PJ S
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The point the OP was making was his item was diagnosed and repaired twice, which after failing to resolve the issue completely resulted in a different diagnosis on the third occasion.
As a matter of legal recourse, all Apple had to do was repair it a third time to remove the overheating issue causing the problem from the outset (presumably) and that was that.
Instead, they didn't even try and palm him off with a refurb unit of slightly better spec than the machine in question, but gave him a new current version.
On top of that they renewed his Applecare for another 3 years on this machine.
By any definition, that is exceptional customer service/goodwill.
Have other manufacturers done something similar? Of course they have, minus any paid-for additional warranty in all likelihood.
Is it disappointing that the true fault wasn't diagnosed with a soak test prior to signing off and returning the unit to the customer? Of course it was, but Apple have reimbursed the user for the hassle endured whilst minimising the amount of time the customer was without their item.
It must be a money saver to play on the law of averages that first time diagnoses tend to be the cure to the problem, but if not, then a bit of extra goodwill is offered in lieu of that.
That must go some way to explaining why Apple is #1 for Customer Service, and has been for 5, 6, or 7 years straight now, and by quite a margin from what I recall, to Dell in 2nd place.
As a matter of legal recourse, all Apple had to do was repair it a third time to remove the overheating issue causing the problem from the outset (presumably) and that was that.
Instead, they didn't even try and palm him off with a refurb unit of slightly better spec than the machine in question, but gave him a new current version.
On top of that they renewed his Applecare for another 3 years on this machine.
By any definition, that is exceptional customer service/goodwill.
Have other manufacturers done something similar? Of course they have, minus any paid-for additional warranty in all likelihood.
Is it disappointing that the true fault wasn't diagnosed with a soak test prior to signing off and returning the unit to the customer? Of course it was, but Apple have reimbursed the user for the hassle endured whilst minimising the amount of time the customer was without their item.
It must be a money saver to play on the law of averages that first time diagnoses tend to be the cure to the problem, but if not, then a bit of extra goodwill is offered in lieu of that.
That must go some way to explaining why Apple is #1 for Customer Service, and has been for 5, 6, or 7 years straight now, and by quite a margin from what I recall, to Dell in 2nd place.
Adam_M
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Despite the rather sad bickering that's ruining this thread & forum, thanks for posting this. It's fantastic service and much better than my company gets for it's million quid plus scanners and cameras!
It makes me want an Apple, it's a shame that they're just laptop innards. It'd be nice if they made a real power machine again.
It makes me want an Apple, it's a shame that they're just laptop innards. It'd be nice if they made a real power machine again.
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The news wasn't received too well in the financial markets though. I love my iPhone and iPad etc, but they are falling behind the times. iOS is incredibly dated now in looks. I think we are in for a major change in software design now that it comes under Ives's remit.
I admit, I loom at the Lumia 920 and the new Blackberrys with a little envy.
I admit, I loom at the Lumia 920 and the new Blackberrys with a little envy.
OP
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I've made my point. No one was bashing apple, and I don't understand why that was even raised. I'd have made the same comment no matter what the company concerned was.
I just don't think it's particularly great that a company replaced a faulty product after it fails three times. If you think that's exceptional.. then you're easily pleased. I'd have expected a replacement after the first failed repair attempt.
Having a product fail three times, and failed to repair it twice before they offer a replacement is actually pretty shoddy in my opinion.
Of course it was... they no longer make the one that failed
....and it did fail three times... read the post. Fault 1 - Black stripe on screen... Fault 2 - dancing pixels.. fault 3 - overheating.
How is that not 3 faults?
Are you purposely failing to comprehend the core of this thread?
It didn't fail, EVER. It developed a fault. It functioned perfectly. The "third" time wasn't a fault, either. It seemed hot to me, and Apple didn't even ask the temperature, they just replaced it.
They replaced it with a higher spec model than I had which cost £600 more than my old machine AND threw in £140 of AppleCare for free.
They could've upgraded me to a brand new bottom end iMac 27, because tat's what I had. They also threw in a Fusion drive, the core i7 upgrade, and the graphics card upgrade. AND the AppleCare.
We get it dude, it's impossible to impress you because you would simply expect such amazing service, but to most people, this is a really pleasing solution to a problem.
Mikesphotaes
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I appreciated why you had to reply, but I had to laugh at your mutually exclusive terms!
Pookeyhead
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No.
Is this guy for real?
What is it with people in here? I disagree, and I've had this happen loads of times from lots of companies. This is what I expect a company to do after having three "problems" (that better?) with a product.
It's my opinion based on my experience.. OK? Don't like it?.. tough titties.
OP
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You seem to be missing the fact that they didn't exchange like for lik, they exchanges above and beyond what they were required to, and that was really nice of them.
For some reason you don't get that.
For some reason you don't get that.
OP
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I appreciated why you had to reply, but I had to laugh at your mutually exclusive terms!
Nah, a failure and a fault are completely different. A fault can be subjective. The one I had didn't inhibit the machine from running or fulfilling it's duty in any way. That's not a "failure".
Pookeyhead
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Make your mind up.
Fault or failure. Makes no difference legally. It wasn't fit for the purpose it was sold for, and under the Sale of Goods Act, is irrelevant. Things don't have to fail totally or expire in a cloud of smoke to get a replacement.
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