Entries from Apr 2010 ↓

Beware AppleCare!

I ordered a MacBook Pro last April, the first Apple laptop I’ve ever owned. 

I remember when because I ordered it on my birthday. I ordered it after happily using Windows for decades. I did so because I was weary, weary of listening to friends I otherwise respect admonish my use of Windows whenever I’d ask simple questions  like "What’s a good Windows apps for taking screenshots" and "How do I use TortiseSVN?" They’d tell me if only I were to use a Mac the angels would bless me and ensure I’d never experience a bad day, ever, from the day forward owning a Mac. They promised continued sunshine where ever I went, and that the temperate would never dip below 72 degrees. (None of that ever happened, but I do digress…)

Of course I didn’t believe them but like Patty Hurst back in the 70s I had lost perspective on what was real and what was hyperbole. I was fatigued. I wanted to be able to ask a question and get a suggestion without all of the bravado and bluster. I just wanted it to stop. So I caved. I spent about $2500 on a MacBook Pro instead of waiting a few months to spend the saner $1250 for a Dell running Windows 7.  And like any good new cult member would have, I pruchased AppleCare to go along with it.  A full $350 worth of AppleCare.  Hey, I had purchased Dell’s 3 year extended service, why wouldn’t I purchase AppleCare?

So my new MacBook Pro arrived and I decided I would give it my all. It was frustrating at first (the Mac is designed for people who don’t want to use the keyboard; it’s all about click, click, click. But once again, I digress.)  After almost a year I’ve gotten around most of it’s annoyances (software like Cinch and TotalFinder have made a real difference, but there’s still lots missing.)

Of course I dropped my Mac about a month after getting it thanks to the magnetic "MagSafe" power cord snagging and caused me loose my grip on the computer (I "quoted" MagSafe for a reason…) It fell about a foot. Didn’t actually cause the computer a problem, gotta give it that. The screen was fine. The hard disk continues to run fine to this day. I was impressed even though I’d easily dropped my Dell similarly several times of which I never experienced agailer. But dropping that Unibody did put a kink, literally, in the (evidently) butter-firm aluminum case. And evidently I’m not alone in my sturdiness test results, either. Ouch, just like your first dent in your new car, and so early in my ownership. Ah well.

Fast forward to today. In less than one (1) year my battery was failing (took 1.5 years for my Dell) and my Enter key "broke." The little pin-sized flinger on the back so small I can’t take a clear picture of it, that’s what broke.  No problem, I’ll head to the Apple store where they’ll take care of me and my keyboard and if I’m lucky they’ll give me another battery for having proven my loyal Appleistsa credentials since I bought AppleCare for my less than 1 year old objet du désir. Little did I know what was waiting for me at the Apple store…

As a quick aside, I came to love my Dell during my 2+ years with her runing Windows Vista as my primary computer.  She gave me about 7 hours of battery life between charges on 2 batteries. I would go places and rarely ever bring a power supply. It was awesome.  (With my Mac I’m always painfully cognizant of being battery powered cause I know it ain’t gonna last…) Once my Dell she had a bad battery which they happily replaced, no questions asked. Twice I had her mouse key break yet Dell sent me a new case for free each time (they didn’t sell the mouse key separately. Silly, but hey, they replacde it!)  Still, time marches on in ‘puterland ahd she was getting weighted down with too many files in too little of a hard disk. And her processor just wasn’t as captivating as those of the younger models. It was time for a new relationship. That’s when I succumbed to the siren song of the cult of Mac.

Back at the Apple store they took my Mac and did unmentionable things with it in the back, I’m sure, only to return after a long stay to tell me how they would going to replace my battery as a favor (viola!) However, because of my MagSafe mishap they decided to void my AppleCare, that which hadn’t even started! And that meant they were not going to replace my broken enter key "Because the dent might have caused the Enter key to break!" (he didn’t say that, but he implied that by saying "We can’t know what problems your dent caused.")  Give me an f-ing break; the dent didn’t cause the Enter key to break.  So there you go; my 11 month old Mac with AppleCare purchased but Apple won’t replace the keyboard that broke due to faulty design (they admitted the new MacBooks have different Enter keys; might there be a reason there, eh?)

"Of course you can send it back to be recertified and that will restore your AppleCare" he said. "How much?" I asked? "Between ~$600 and ~$1200." WHAAAAAT?  "You mean I have to pay 1/2 as much as I paid for the entire computer one year ago just to recertify my warranty?  Are you serious?!?" And he replied "Yes" with a straight face. So let’s see, I can buy a brand new 15" Dell with a faster processor, the same memory and a larger hard disk for $499, but it’s gonna take 150% or 300% of that for Apple to fix my case dent and reinstate the warranty I already paid for, even though there is no other sign of damage to the computer?

"So what are my other options?" I asked. He said he’d be happy to replace the Enter key if I could come back to the store and periodically ask if they have a late-2008 DOA that they could cannablize.  I asked "Can you just keep track and let me know?" "Oh no, the Apple Store at Lenox is too busy for that." He suggested I drop by the Perimeter store. I said I’d just call ahead and he said "Oh no, the people answering the phone won’t have to time to help you with that." Great, my option is to drive around town to stores wasting time and gas to just ask if they have an older model that can be cannibablized so I can get my g-d Enter key fixed? And hell, they don’t even sell those Enter keys sans full keyboard notwithstanding the fact that in my certified opinion they are clearly of faulty design. Hello?

In frustration I told my Apple attendance I’d just get a keyboard off of eBay to which my Apple "Genius" countered: "Oh no, if you open the computer Apple technicians will know and they will tag my computer’s serial number as unservicable!" I couldn’t believe this. This is the company that has people stanpay outrageous prices, and then rave about them? Are Apple cult members mad? Or are Mac zealots always just in a Stockholm state of mind?

Now some members of the cult of Mac will admonish me saying "DON’T DROP YOUR LAPTOP" but they are missing the point. I didn’t ask Apple to replace my dented case, I asked them to fix my keyboard. The Enter key did not break because of the dent in the case; any fool can tell that. And I’d be fine with a caveat that if something failed that could reasonably have been caused by the dent then I’d be okay if I had to pay for repairs. BUT TO VOID THE ENTIRE WARRANTY?!?  They didn’t even offer to refund of the $350 I paid for AppleCare given I haven’t even gotten past my first year of ownership where the standard warranty should still apply! 

Apple, you suck.

Hell, turns out I’m not alone in having my AppleCare voided willy-nilly. Seems that Apple looks for many reasons to void AppleCare (hey I’m a militant non-smoker but my enemy’s enemy is my friend.) Steve’s gotta keep those profits up. Guess the iPod alone’s not enough to keep Wall Street happy.  Sheesh.

Lesson Learned? You can’t trust Apple.  Skip the Mac, buy a Dell; you’ll thank me for it.

P.S. Yes I know there are some alternate solutions which I will pursue, but I paid a premium price for a premium product and I paid extra for extended warranty and it got me treated by Apple like a Saturday night drunk at a Waffle House.  Not what I expected, not when I deserve.

P.P.S. Though admittedly not as bad, this scenario is starting to remind me of the time American Airlines lost my reservation and then had the manager’s manager call me a liar.  My $500 AA ticket turned into an $1150 ticket, but USAir sold me one for $850 instead. So American’s custom dis-service cost me $350 in 1990 and I was called a liar. And over a million frequent flyer miles later I’ve avoided flying AA whenever possible and probably told this story 500 times over.

P.P.S. Want to turn this around Apple?  Do the right thing. Just reinstate my warranty.