My point, don't drop your iPod and take photos like Louis did before you send it out. It sucks, and accidents happen, but thats what belt clips and $9 dollar iPod cases are for!

Great work Louis, it's too bad you had to go through all that hassle, but it's great that you got such a speedy resolution at the end.

Android8675

itsbetteronamac

bnissan97

bnissan97

Even if they're clearly dead wrong, do you want your laptop fixed or do you want to be right? It may feel a bit slimy at first, but I've also noticed that it starts to feel very powerful. All of a sudden, just by being kind but firm, people start to do whatever you want them to! Like magic!

Kangarara

I have 23 macs in my house and none of them have ever failed. They all work flawlessly.

Go back to Microsoft you shill.

Trick

IRSistherootofallevil

Techguy1138

At least the guy has a working laptop, that's what counts in the end.

Xerloq

and yeah, that kitty in the picture has it MADE.

mermaidshoes

With Dells, you can leave 'em out in the rain (or have your roommate urinate on them (it happens)), and it's covered (provided you have Complete Care.) Apple really needs to rethink their stance on customers always being at fault. Sorry Apple, your products aren't as perfect as you think they are.

GreatMoose

Earth2Kim

I think part of the problem Apple has is that people have unreasonable expectations. Because the hardware looks so gorgeous, people expect it to be utterly perfect, and to remain so. Look at all the wailing over miniscule "cracks" in the Mac Cube that turned out to be artifacts of the plastic molding process.

mathew

adamondi

lemur

Amarain824

Asherah

I think it is totally crappy that a business, any business, can operate from a position of power and drop Detroit Steamers on the consumer as they see fit. Recognizing the injustice doesn't automatically correct the behavior and how we feel alone does not change the power dynamic!

That's why the end result (the new lappie for cost the talk time, the gas, and yes, the 3-month wait vs. $1200+) is so positive. This is a prime example of using available channels to initiate an desired outcome. I salute it. I'm not trying to blame Louis (whose name, by the way, is not specifically gendered...does your assumption that Louis is female inform your reaction?) or say Louis deserved to get a bum machine. I also understand what it is like to have a non-working machine when you need one. I'm sure many of the readers do. Louis was most definitely the victim in the beginning, but in the end Louis came away satisfied. It took work. Sometimes life is work.

Raze50

Instead? I got an email from Mr. Jobs, scolding me for using his product incorrectly, and therefore, having no right to ask anything of his company.

(In a nutshell, I wanted to buy replacement earpieces for some in-ear headphones. I had broken mine, which I admitted was my mistake, but I wanted to buy a new set. As in, with money. But no such replacements are sold. So I wrote him a note suggesting that customers would appreciate the opportunity to buy replacement earpieces. His reply: You are an irresponsible consumer for using my product in such a way that it became damaged. And no, you can't buy replacement earpieces.)

Moral of this story: The only thing worse that not hearing back from Steve Jobs? Having him lecture you via email for being too dumb to use his products.

katewrath

That these people who run around evangelizing Apple, keep going even when it is talking about a bad experience?

I've had good and bad experiences with Apple. I've had a Genius trade out my iPod Shuffle for a reason that was firmware based. I've had two Geniuses marginalize me to the point I went home, looked up the phone number and complained to the manager. I've had an Apple Store supervisor trade me a new pair of headphones without me having my under-warranty iPod with me. I've had an Apple Store employee accuse me of stealing the iPod I bought myself for my birthday.

I tell everyone when I've had a bad experience with Apple because it's always a shock, but I don't really mention they fixed my Macbook that I broke and replaced my discolored casing without blinking. It's because that's the level of service I expect from Apple.

bbecker80108

segfault

It was not 4 hours on the phone. Computers tend to be pretty important and it sounds like the louis has only one. So she was stuck with a flaky computer that may or may not quit in the middle of a task and a broken display.

Then she was blamed for repair and billed almost $1300. You know, the price of a replacement laptop, not just a screen.

I have had EVERY Apple product I and my friends have purchaced from 1999 onwards experience significant failure. I have also experienced significant failure from Apple repair centers and customer support.

Apple should have the reputation of a company that does not handle repairs well. At least until it DOES handle repairs correctly.

Techguy1138

mac-phisto

Why is this a proper deal? You're comparing it to the arbitrary $1200 thrown out by CSRs that you've already agreed were in the wrong. What it needs to be compared to is the $0 and 20 minutes on the phone that he should have only been faced with. That's the point, he spend his time and money when he shouldn't have had to.

And your point about repairs not simply repairing anything is a valid one, but it doesn't excuse the inconsistency between people he talked to, or the fact that it was initially declined.

enm4r

Why are you making this fat cat suffer? This poor cat has had so many portraits taken of it...

Hopefully it doesn't have a pacemaker in it either, because that ipod could kill it!

Coder4Life

It ended up costing this guy maybe $30 in gas, 4 hours on the phone, and an hour at the keyboard to get a $1200 repair fee negated. I think that's a good trade, and evidence that escalation works. An see, no smashtardedness needed!

Way to go Louis!

Raze50

superlayne

To make a long story short, I calmly explained I didn't drop it off in that condition, and I wanted to know what could be done about it. After going through a couple of 'geniuses', they said they would replace the top housing/lcd since they admitted fault.

I didn't cop an attitude, but a little kindness goes a long way when dealing with these employees in stores.

jaffa-cake

What I'm learning out of this story is that Apple gave crap to this guy until he got to send an email to Job's email address. Nobody should have to go through that much trouble to get a repair. I've been a Dell costumer for 9 years and never had trouble getting my laptops serviced.

And yes, my experience is just an anecdote but when the fanboys try to convince me to switch, and then I see this... I think thanks but no thanks!

lemur

Thats the last time I've had a pleasent word with Apple. I was expecting the same service I've been used to but instead got the run around. My favorite quote from the conversation was saying that a few thousand experiencing the same exact problem does not constitute a widespread issue. I asked him what I should do if the issue comes back yet again (which it did), and was told that I'd need to send it in like everyone else because they would not replace the unit.

That was the last time I bought an Apple product. I hate that since I'd really like an iPhone but I have to stick to my guns and not buy Apple anymore. Unless he calls me back and at least apologizes for the poor service to a good customer, they've lost me forever. Again, just one guy, and I dont expect them to really give a lot of concern about that.

But, I am glad for you that you received wonderful service from them. It doesnt change my opinion but at least someone got some results that were at minimum fair to you.

fluidfoundation

I can now sorta of understand why the other guy gave them "one shot".

MercuryPDX

This guy is clearly an amateur. SHOULDA made a call, then when failed to get what he liked, beat his MacBook to tiny, tiny bits with a sledgehammer.

Trai_Dep

E-mailing Steve Jobs doesn't mean that he actually is involved in the process.

His admin assistants are well trained on how to direct incoming messages AWAY from the office to reduce workload and effectively handle things.

Jobs probably gets thousands of e-mails, requests, invites, complaints, etc. a day so really, e-mailing his office doesn't get HIM to do anything for you. It's his secretaries.

As a note, calling and asking for Gene Teluse will get you the same executive support.

tedyc03

HAHA Nice!

Toof_75_75

rndmideas

firestarsolo

B