I think each person going to have a different experience with Apple Care. I myself have had good and bad. But Apple Care is the human experience. You are talking to a person. If they perceive you as a person, you are going to have a better experience. I have been to Apple Care my fair share of times and people get very emotional about their computers/data/pictures/music/work/whatever. Moreover, people can get anxious, obnoxious, indignant and rude. And that is just while we are waiting in line to talk to the Apple Rep.
In this case, I loaned my friend my iPad so he could use it for a presentation. I had only owned the iPad for a few days. Long story short, he handed it to the CEO, the CEO dropped it on the table. Not bad so far. Unfortunately, it landed glass side down…on his car keys. A nice big scratch going right across the screen. For what it is worth, according to my friend, it did blend with the shooting stars background.
The damage was cosmetic and outside what Apple Care covers. Furthermore, it wasn’t even his. It was mine. Without calling me, he took it to the Apple Store and politely explained the whole thing. After some brief deliberation by the Apple Care Rep, they replaced the iPad. A quick sync at the office and a few adjustments, no harm done.
Now will Apple Care do this for you? I don’t know. I am sure each persons mileage will vary. I know I made a big ruckus with Apple Care when they sold me a MBP that ran hot enough to cook an egg on. Some folks got their laptop replaced. I was not one of them. I think it is a judgment call. It is a human decision. They listen and decide.
So remember when you go to get something taken care of from Apple Care, you are dealing with a human. Treat them accordingly and you might get results.
On a side note, Apple left a lasting impression on my friend. His next computer will be an Mac.
This entry was posted on Friday, April 16th, 2010 at 11:09 pm and is filed under Uncategorized. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.
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