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FIVE DAYS without my $3500 MBP! Apple service woes.

MacBook Pro - MacRumors Forums - forums.macrumors.com
Hi Guys,

I am so sorry - but I am feeling defeated and needed to rant. I hope that you will allow me this here.

So my pride and joy 13 inch spec'd up MacBook Pro that cost $3500 (not including apple care which I also purchased) decided the 'g' key was no longer needed, so it stopped working. The computer is not even a year old.

Doing the right thing, I backed it up, made a genius bar appointment. There first available appointment was a couple of days out - but that is ok. I get it - they are busy. I am busy too - so I get that.

The Apple staffer that attended to me was wonderful, she explained that this was common with the butterfly keyboard design and took it out back to pop off the key for a clean. Moments later she came back and said that the clean did not work and the keyboard would have to be replaced. She also went on to say that, thankfully, they had the part in stock and the turn around time would be quick. She said that I should expect a call in about 3 days. It was early on a Tuesday and I think we both had a common understanding that quick would mean - at the latest, by the end of the week.

I called yesterday for an update as I had heard nothing and the guy that answered the phone curtly told me that I would get a call within the time frame printed on the work authorization form. I was taken aback. I was kind of hoping for a day, so that I could arrange my time to make it into the store. But no. His answer was abrupt and in my opinion rude.

I looked closely at the work authorization form and it said to expect a call in 3 to 5 days. Well, as the store is closed for the day (its Saturday night), tomorrow morning will be the fifth day that they have had my laptop. So I guess that if they call me before 10:30am, they may just make that SLA. Unless of course they mean business days in which case I will be without until next Tuesday.

My problem though is this. I buy a premium product for a premium price with high expectations for the product and when things go wrong (and of course they sometimes do) I expect premium service as well. So, firstly, never in my life have I had a laptop fail me because a key stopped working. I have to question premium build right there. Secondly - we and my daughter specifically depend on this device in our household. Five days without and counting is beyond non-premium service, its quite simply unacceptable.

Am I wrong in thinking that? I dont live in a remote location where parts are hard to come by technical people are rare. This is a major city Apple store with parts in stock and engineers in abundance.

I do want to say that I love Apple products. I own A LOT of them, and up until now, every interaction I have had with Apple Support has been outstanding. Excellent. Second to none. This particular case has left a bad taste in my mouth. Have they spoiled me in the past? Would I get the same crappy service from Compaq and Dell? Even if their service is worse, the fact that I could've purchased a backup laptop from either of those manufacturers for the price I paid for my MBP has not escaped me.

Sorry all

Rant Over

 


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