Still an Apple Supporter

I've been lamenting about my laptop computer being in for repairs for the past two months. And I suppose I might appear to be a bit hard on Apple, as a result. But truth is, this is the third laptop in a row of theirs that has had major problems. It's interesting that the period from 1986 to 2001 gave me 20 - 25 computers that ran flawlessly.

Based on my experience, I would urge anyone who buys an Apple laptop to buy an extended warranty at the very moment they purchase their new computer.

The latest on my current problem is this:

The third party Apple reseller that has my computer continues to wait for the fourth logic board. The past three (one of them the original) have failed. This was all caused by a faulty battery that blew up in November of last year. This tells me that there's something deeper going on - but it hasn't occurred to the reseller, apparently.

However, Apple agrees with me and after a phone call Friday, has said that if I continue to have problems when it gets returned, they will replace the computer with a new one. Score one big POINT for Apple. Their customer service is hard to beat. We're getting our own Apple store in Calgary soon and it will be a welcome addition.

Even if I don't get a new computer and the current one starts to work on its own, it receives a 90 day warranty from the moment its released into the real world again. No problem. I'm going to run it through every test I can think of to try to get it to fail - to make sure it's in good shape. Don't get me wrong, I'm not going attempt anything out of the norm. I just don't need it to crater when I'm on stage with it.

The problem comes back to the extended warranty. This being the third Apple laptop in a row with problems, when I took it in (after 6 months of intermittent keyboard quitting aggravation), I asked for an extended warranty - there about were ten days to go till my first year was up). The computer store customer service rep didn't have any packages on the wall but said they would get me one. However, when I got the computer back and asked (it was then past the first year cut-off), they hadn't done anything about it.

Apple's response - "under no circumstances do we let customers purchase an extended warranty past the one year of ownership limit." When I asked about the logic in my particular case, I was told that particular Apple rep didn't have it. So, I guess I have to go to the top. And I will. More to come.

I know the third party Apple reseller isn't going to provide me an extended warranty, although they've said they'll go to bat for me. They say they've had them extended before. Apple says they have not. Who is correct? At this point, I have no idea.

In any case, my wavering support of Apple is still in their camp. However, I may have missed the very opportunity I was determined not to miss. I didn't fully understand the policy. I was naive, to say the least. I had relied on Apple's sense of fairness, again based upon my dealings with them in the past. Times have changed; they're a bigger company. Policies rule, I suppose. I will have to wait until this sick computer comes back for the fourth time and see whether it lasts to determine where I am warranty-wise.

So, as I said before, I'd recommend an extended warranty on any Apple laptop. And buy it when you buy the computer. Because if you miss the one year regular warranty cut-off, you lose.

Meanwhile, I'll write a letter regarding the policy as it relates to my case.

We Are ALL iPods . . . NOT!

OK, so here's one of those kind of ironic stories.

I give a speech on customer service. I'm scheduled for Calgary and Dallas in October. The title of the speech is "We Are ALL iPods." The premise is that the presentation of the iPod is as good as the technology - that all customer service reps have to think of themselves as products . . . and aspire to present themselves up to an iPod standard . . . and by extension, an Apple standard - the desirable computer of the day. That's the computer I use on stage for all my speeches (a MacBook Pro). It carries visual support, including video.

So, here's the thing. My new Intel MacBook Pro had its battery blow up at Christmas. I took it in and they replaced the battery - right off the shelf! However, within the week, whenever the computer started to get hot, the keyboard and mouse would just stop working. By May, it had become unbearable. It just got worse and worse.

It's now the end of June. My computer has been in service for a month and a half. I've had it back twice, the first time for less than a day and the second time for three days. The second time, after three days, EVERYTHING blew - the display, sound, the keyboard - you name it!

This will be the second time they've replaced the logic board. They're just shooting in the dark. Never mind that I need it for my presentations . . . and I take the Apple name with me up on stage. It has no bearing. On and on we go . . . suspended in computer service purgatory.

You'd kinda think maybe someone would just replace the whole thing . . . after a month and a half. But no, that doesn't seem to be in the cards. We'll see what happens this third time in. Not that it will make me comfortable even if it appears to come back fixed.

Because here's the kicker. When I took it in the first time, it was under warranty. I asked them to give me an extended warranty. However, when I got it back, it was out of warranty and they refused to give me the warranty. So, if I get it back, you can bet I'm going to try to get the thing to break as quickly as possible, so that it's still under the same service contract. Because if it doesn't break for a month or so, I may be completely out of luck. It may be the same problem, but I won't have an extended warranty.

Now, I've been a Macintosh buy since 1986 and I'm a registered Apple Developer. I own about 20 of their computers. And I promote them on stage visually and verbally.

Do you think I'm starting to think about changing the title of my speech? And the content? You bet.