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My visit to the Apple Store

Apple StoreTwo days ago my MacBook Pro’s screen turned black. Following what I assume was an unsuccessful firmware upgrade, my laptop stopped displaying anything on its LCD. It would boot, greet me with a chime and I could even login and adjust the volume, all without seeing a thing. After researching the issue online, I ended up trying many possible solutions all to no avail. Some people managed to resolve what seemed to be a similar issue with a Firmware Restore CD (but a second Mac is required to burn such a disk).

After way too much tinkering, I decided it was time to schedule an appointment at the Apple Store. Luckily for me, they opened a new store in Toronto at the Fairview Mall, which happens to be within walking distance from my apartment. The reservation process was done online quickly and easily.

When I arrived at the store with my laptop, I was greeted by a couple of happy folks and then directed towards the Genius Bar. I was asked to wait and sit at the bar, but I don’t think it was more than a couple of minutes before my turn came along. Rachel, the Genius assigned to my case, was very empathic and friendly, and in the 40 minutes I was there, she pretty much tried everything possible to get my laptop back on its feet. It was a hard nut to crack though, so she asked if it would be OK for her to help another customer while my computer was doing some processing. While she didn’t really need to ask, it was a nice thing to do on her part.

Part of the reason why my laptop was hard to fix was that its internal optical drive doesn’t work. This makes a simple “use a restore CD” operation much harder because it requires convincing my Mac, with a blank display, that another CD device should be used to boot and restore the firmware (in this particular case a MacBook connected via Firewire).

Despite the fact that my laptop has outlived its warranty and doesn’t have Apple Care, I was never made feel like I was wasting their time, and the Genius definitely attempted as many approaches as possible to get the screen to work again. We started talking about the possibility of getting the optical drive fixed and how much would it cost me.

As we neared the end of exploring the possible solutions to my computer’s issue, I calmly mentioned in chit-chat, how I was somewhat disappointed that my first MacBook Pro gave a number of problems in its short life span. In particular, I casually mentioned that I had to replace the MagSafe because it melted and how the battery health became rather low in the span of just a few months. In fact, after little more than a year, its health was so bad that my Mac would shutdown in a couple of minutes if not connected to a power outlet.

Guess what? Rachel popped my battery out of the laptop and placed in a different one to check it out. It turned out that my battery was part of a problematic batch and as such I was entitled to a brand new battery (it costs $159 otherwise). So she proceeded to replace the battery on the spot, free of charge. I didn’t ask for the battery, but she paid attention to what I was saying and figured out that she could offer me a replacement battery given that the original was defective. Long story short, we couldn’t get the laptop to work, but she gave me a restore CD, just in case I wanted to try out a few more things once home (I own a USB CD drive).

In theory I could have been disappointed. After all, my visit didn’t fix the problem at hand, my expensive laptop seemed to be good as a door stopper, and repairing this thing could potentially be less advantageous than just buying a newer unit. Yet, as I arrived home, I told my wife that my next laptop would definitely be an Apple.

The reason for this is that I saw a genuine effort to help me out, an unheard level of care for the customer and an willingness to do what’s right, even if it costs the company some money. The whole experience was very positive and I felt that the premium cost of Apple’s products is easily justified by this kind of support.

For the record, between knowing rEFIt menu’s by heart, the restore CD, and the external drive, once home again I managed to somehow roll back the old firmware and reinstall the new one. So the end result is that I have a new battery that I desperately needed and a working laptop that I need even more.

This is just an anecdote, but it helps to explain the loyalty of an increasing number of Mac users. Perhaps I’m easy to please, but in my opinion, Apple Stores are a textbook example of how retail outlets should be run and I now feel much more confident about purchasing Apple products in the future.


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40 Responses to “My visit to the Apple Store”

  1. Emil Ivanov says:

    Well, you should expect no less – after all, you’ve paid nearly twice as much as if you have bought the same spec machine from the competition.

  2. I don’t have a Mac, but I guess if it will happen the same in other countries where people have less patience :D

  3. Jack Hughes says:

    I think you must have built up a lot of Mac karma because my experience with Apple when I had a fault with a product was the polar opposite of what you experienced. They couldn’t have been much less helpful

  4. [...] My visit to the Apple Store | Zen and the Art of Programming. [...]

  5. It’s good to hear you got good service. However, there may be other issues to consider when putting down money.

    I’m not using Apple services, nor buying Apple software, nor Apple hardware, anytime soon, and here’s the reason:

    35 Days Against DRM — Day One: MacBook
    http://www.defectivebydesign.org/day01-macbook

    Some people are wont to sometimes put long-term, strategic matters before immediate convenience, you know.

  6. Peter Cooper says:

    Two more data points.. my girlfriends past-a-year-old MacBook’s battery totally died. Wouldn’t charge, etc. Went to see a Genius and they replaced it free within 5 minutes.

    A friend also bought a MBP over a month before the new unibody MBPs came out. They switched it to a new one for him – all he did was ask :) Then, the sound bust on the new, new one a week later – they replaced it for a brand new one and switched the hard drives within 30 minutes.

  7. Maxwell says:

    This is interesting to read – the customer experience with apple in the UK is drastically different.

    I’ve done repairs, replacements etc. both in the US and the UK in apple stores with apple products – in the US, it’s always been friendly, quick, free, and a good experience. In the UK it’s always been punishingly expensive, taken weeks (minimum), and the customer service agents basically just couldn’t give less of a damn – I had a lovely lady in apple’s Dublin customer service centre cussing at me over the phone.

    But then again, that’s just symptomatic of the UK – everyone expects awful customer service, as it’s all you get in this country, and as a result that’s what you get.

  8. jorge says:

    The thing I have noticed about our Apple store is how many people are always in there. It’s hopping! I just wonder about the fire marshall — I’m pretty sure they’re way past the limit for people in such a small space.

  9. Actually Emil, at the time I bought my Mac the only alternatives I was considering were similarly high-quality laptops and not something like a cheap Acer, whose specs may seem impressive at first, until you actually start using one. This is not to say that Apple doesn’t sell premium products, but a nice ThinkPad, spec by spec, was only slightly cheaper, and that’s because I get a substantial employee discount on them. Plus as a developer, I really enjoy being able to use Mac OS X, Linux and Windows in triple-boot on the same machine.

  10. Matt Might says:

    Actually, when my wife’s screen went black on her old 12″ MacBook four years ago, we took it into the Apple Store. (I’d accidentally dropped the laptop going through airport security.)

    It was 3 months past its warranty, and we didn’t have Apple care.

    But, the technician there said it was “close enough” to its warranty period that they would fix it for free, and it was fixed by the very next day.

    Needless to say, that strongly impacted my customer loyalty to Apple.

  11. AndyW says:

    @Maxwell

    It’s strange you should say that because my experience at a UK Apple store has been a polar opposite of yours.

    I went in during a rush hour period with a laptop that wouldn’t run without power and the guy took loads of time to help me and run tests and what not. In the end a new logic board and battery was required to resolve the problem – the logic board wasn’t in stock so I left my laptop with them while they waited for stock.

    The very next day at 10am I got a call saying my laptop would be ready that afternoon! The same guy dealt with me when I returned to pick it up and was polite, helpful and courteous on both encounters.

    I really couldn’t have faulted the service!

  12. Fake Steve Ballmer says:

    As FSJ would have said, SIOMA :-)

  13. gabriele says:

    they didn’t fix the problem. they gave you a new battery that you won’t need. overall it seems a pretty dumb story to tell. if it wasn’t about Apple I’d be surprised

  14. gabriele, I see where you are coming from but I think you’re missing the point. Hardware fails, whether it’s Apple or not. This is particularly true for laptops. My story is about customer service though. When something goes wrong, and it usually will, I’d rather be treated nicely than having to fight with technical support, like you do with many other companies.

  15. Oh, my gosh. You just made me want to pay a trip to my local Apple store. Not because i need anything, just to see it.

  16. Simon Clark says:

    I walked into an Apple store a couple of weeks ago with a 2 year old MacBook Pro (with applecare) with a dead optical drive. I walked out half an hour later with a brand new replacement.

    Admittedly, it was my fourth issue with the machine, but the point is, I didn’t have to yell, get angry, threaten, or anything. They recognized it as a lemon, and wanted to help. Apple seems to have given the grunts in the retail stores the power to fix problems, rather than make excuses. I greatly appreciated that.

  17. @Maxwell: My experience of the Apple Store in Sheffield has been completely different. I had my MacBook’s battery start losing charge so I booked an appointment at the Genius Bar. I arrived 15 minutes early but as they weren’t too busy they saw me, I explained the problem and walked out with a new battery before my appointment was meant to start. All I had to do was sign a form accepting that it had been repaired under warranty.

  18. Bill Moore says:

    I worked for Apple in Cupertino for 10 years.

    This is a company that does NOT support it’s customers. Job’s used to say that his products were so good they didn’t need support and he wouldn’t fund the development of good support systems for it’s customers. Period.

    Then the control freak was back at Apple after living in the real world for awhile and The Apple Store was born.

    It’s part of Job’s ‘control everything, end to end’ approach to products.

    He’s done two things here, one good, one evil.

    The good: A great product that works well and with very little finger pointing when something’s wrong. It just gets addressed.

    The evil: A closed completely controlled system overseen by a not very benevolent dictator. A company that quashes free speech, information and discussion about it and has a ruthless take no prisoners approach to dealing with everyone (employees, suppliers, customers). But Jobs keeps the streets clean!

    I believe you can compare todays Apple to Russia under Stalin. To those that didn’t look to closely, the majority of people had food, clothing, schooling and plenty of vodka. Just ignore the millions killed in pogroms. And even today, with the truth out there, a majority of Russian’s look back at ‘the stability’ of the Stalin era with mildly happy nostalgia.

    As an ex-Apple devotee, I understand the fanboys and fangirls semi-brainless devotion, it’s like Jim Jones… keep on drinking that coolaid.

  19. chzplz says:

    is there no video out option on a MBP? Couldn’t you hook up an external display?

  20. Nicola: God, do people like you get paid to wander around web sites and advertise your irritating boycotts? Here’s the deal: comments are so that you can talk about the article. Not so you can promote your irritating causes. For the record: Apple has the right to assign DRM to its products, and I’ll only boycott Apple once DRM becomes more annoying than anti-DRM boycotters.

    Bill Moore: Yeah, compare Apple users to cultists and genocides. Absolutely. And considering Apple’s still making the best computers out there, your point is entirely senseless. Third party programs on OS X rock, and Apple’s obsessive control means they end up with the better product in the long run.

  21. Phil says:

    Bill Moore: “I believe you can compare todays Apple to Russia under Stalin.”

    Sure, interesting comparison, not stupid at all. Steve Jobs is arresting, deporting and killing millions of innocent people.

  22. Chris says:

    Funny, my power cord exploded and they made me pay for a new one at the Apple Store in SF. I brought in the charred and melted remains to give them, too.

  23. josh says:

    I’m just impressed you were able to restore you’re macbook blind.

  24. Jon says:

    I had a great experience during my last visit to the Apple Store too. My good friend gave me his old iPhone 2g because the screen was half broken. He had already upgraded to the 3G iPhone, so he just gave me his broken one after I mentioned I could pay $199 to get the screen fixed. I went into the Palo Alto Apple Store and a Genius gave me a brand new iPhone for free because my friend’s broken one was still under warranty. I ended up giving my friend the $200.

    -Jon

  25. @chzplz, that was the first thing I tried, but it didn’t work.

  26. Adam says:

    I just finished a day long battle with Apple over my macbook battery. It was within the qualifications to be replaced recall program, but three seperate people (two on the phone and one instore) just kep suggesting I buy a replacement battery.

    I feel their service has gone down hill in the last six months, after having been a loyal fan since before Steve Jobs came back.

  27. Jason Seifer says:

    Good story and thanks for sharing. Though you’re past it, when you’re buying your next mac, you can get apple care on eBay for about half the price if you look around. That will put your warranty at 3 years. Also, you are a complete mac ninja for being able to rollback the firmware update without a screen.

  28. Clarence Odbody says:

    Any developer who decides against using a Mac because of cost is doing himself a disservice. It’s something he’ll use for more hours a day than his bed. It’s worth paying a premium if it’s even only slightly better.

    Ideological grounds is a different topic, but skimping to save money is a decidedly false economy.

    Also, Antonio, had you had screen sharing turned on they most likely could have used remote desktop to see everything. It’s worth turning on even if you almost never use it.

  29. Your Apple experience is just one of the reasons we like Apple products.

  30. Paul Lambert says:

    @Clarence I completely agreed. The ability to concurrently run and test on Linux, Mac, and Windows is the ultimate trump card for me as a developer. The fact that the machines are beautiful too is also a nice perk (to quote Daniel Lyons via hackety.org “Every programmer worth a damn thinks they love elegance”). Unfortunately this means that apple has me by the nuts whether I like it or not and I admit that isn’t ideal.
    For the record I’ve had the same experience as Antonio’s everytime I’ve been to an Apple store. I cracked my iphone screen and when I showed the guys at the Genius bar they gave me a brand new phone, even despite the fact that I had cracked it and had a non-ATT sim. This was only my last visit.

  31. nasri says:

    Bump into this post from your XML challenge 2008.. and interesting to note how Apple is quietly winning the consumers on the ground.. It’s building a new generation of loyalists and I wonder how this will impact the future of IT and IBM…

  32. Harry says:

    The ongoing debate over whether Macs are better or over-priced as compared to PCs, is like so many other similar debates, an utter waste of time. By definition, the evaluation of any complex, multi-faceted product that has human interfaces which differ from equivalent interfaces on a competitive product involves personal taste, which is subjective and cannot be measured in any reliable way. Similarly, logic dictates that if someone purchases a Mac, they obviously do not consider it over-priced. Since people have different interpretations of better and place different values on various things in all aspects of life, that should be the end of the discussion.

    Making it worse is that the whole premise of the debate is ill-defined, and is argued without any supporting empirical data or logic being used. To add to the Alice in Wonderland quality, many of the proponents on either side of the debate seem to be zealots without a shred of objectivity.

    Before starting, consider first how difficult it is for competent, well-intentioned individuals, myself included, to be completely objective, and it quickly goes downhill from there. People who use a Mac (or PC) almost exclusively and by choice in the course of doing their jobs obviously already have a pretty clear bias about which platform is better. Although they may try and be objective, realistically their view about the other platform is skewed. Some of them may have limited experience with the other platform, which makes it difficult for them to properly evaluate it, and even if they use both on a regular basis, that presents its own problem. Consider that on your problem of choice you have probably mostly internalized its aggravations, while on the other platform continued use only reinforces its aggravations and reminds you why you like your platform better.

    Another problem, while not strictly one of objectivity is closely related, and that is whether they represent typical usage. It is all too easy to consider our own usage to be typical, when it may in fact be atypical. Consider software developers and journalists. Both put their machines to hard use on a regular basis. Minor things are much more significant to them than to casual users, making their input less useful to the population at large. That is not to say that it is not valid, but only that it is of less importance to Joe Consumer. In the same vein, my experience as a casual user, while not totally without merit, has less value to a developer than that of a fellow developer.

    Unfortunately, once we get past those opinions, we get into the general population, and civility among large parts of the population at large seems to be non-existent. I’m referring to so-called ‘fanboys’, who seem to make up a significant amount of the commentators on various issues, including the Mac/PC one. Occasionally they might have something genuinely interesting to say, but the abusive manner in which they express themselves is a turnoff to considering it.

    To determine value, (defined here as the combination of price, the actual hardware or software and the various intangibles associated with them,) the hardware and software needs to be evaluated separately, in spite of them typically being bundled together for purchase. Evaluating Apple and Microsoft as corporate entities as well is somewhat useful for context.

    On the hardware side, the first issue to consider in an ‘apples to apples’ comparison is whether Macs and PCs can run the same operating systems and applications in their native form without some kind of emulation. Since both use Intel chips, the answer is yes: Apple can run Windows and its applications without problems, and OS X has been hacked to run on non-Apple PCs, although this is a violation of its license.

    Given that hardware is irrelevant (from a non-legal standpoint), the next thing to consider is the price of identically configured Macs and PCs (sameness of processors, memory, drives, ports, display size and resolution, etc.), net of the operating system. As best as can be measured, Macs are more expensive in absolute terms. In spite of this, you have to give Apple a lot of credit for getting a significant percentage of the population to pay a premium for what is essentially a commodity product. Ask any marketing person just how difficult a task that is.

    An interesting question, for which unfortunately there is no comprehensive data available, is where Apple’s defect rate lies in relation to those of PC manufacturers, both in terms of overall units and discrete components. A lower rate would indicate a better engineered and manufactured machine; a higher rate would indicate the opposite and might explain some of the price premium, in that Apple needs to charge more for its hardware to make up for higher warranty expenses.

    In summary, aside from a few design issues which are difficult to evaluate objectively, the hardware is functionally equivalent, with PCs being somewhat cheaper.

    On the software application side, its important to note that the lack of a high quality native application on one of the platforms does not mean that the platform is incapable of running it, only that it is unavailable for some reason. The fact that software is infinitely malleable, meaning that any software developed for one platform can be developed for the other platform, makes judgement based on availability problematic.

    Consider ‘TextMate’ on the Mac, which seems to be a favorite among programmers. The developers have made a decision not to produce a Windows version for whatever reason. It is hard to make a case that Windows is inferior simply because a program like TextMate isn’t available for it. It is entirely conceivable that if the developers produced a native Windows version that included a couple of whiz-bang features that weren’t available on the Mac version, that programmers on the Mac would look more favorably upon Windows as a development tool. Another example would be Microsoft Access, available only as a native app for Windows. The fact that it is not available for the Mac in no way diminishes the Mac.

    Somewhat related to this is the high quality apps that Apple bundles with its operating system and how it affects peoples objectivity. While it is great for the consumer in the sense that it adds value to their purchase, it also has the effect of potentially reducing the market for independent developers. Realistically, if someone is using a great app that is included with the OS, how much incentive do they have to search out even better ones? There is plenty of evidence that most people will put up with mediocre applications rather than pay for a good one. In any case, you have to wonder whenever anyone is praising a free/cheap application if they have searched out better programs. That it is free/cheap doesn’t automatically mean it is no good, but given buying behavior it begs the question. (TextMate, which seems to be the poster boy of a truly great application provides an interesting example. If it were twice the price, consumer purchasing behavior suggests that it would have sold far fewer copies. Given that the vast majority of the copies sold are most likely to professional developers, and expenses, it makes you wonder about any ‘professional’ who would use an inferior tool only because it’s cheaper. But that is another story.)

    Ignoring the quality of applications — features, ease of use, and bugs — there is a greater selection of software available for the PC, although the Mac has at least a couple of programs in each category, so it is hard to say that either platform is markedly superior.

    Based on the list prices of both OS X and the base version of Windows, Windows is clearly more expensive. Factoring in more expensive versions of Windows versions makes the difference even greater. Apple does not offer upgrade prices, while MS does, which makes Apple’s advantage less but still significant.

    Apple offers new versions on a more-or-less regular basis, while MS offers new versions of Windows on a seemingly random basis, using service packs to add functionality in between. Even ignoring ease of use, etc., Apple the clear winner here.

    Security seems to be Apple’s shortcoming. According to security reports over the last few years, Apple has had both more deficiencies overall and more serious ones. To compound that, Apple takes longer to address them. While MS has its own security problems, they appear to take the issue more seriously. The question is why Apple is in this position, given OS X’s close relationship to FreeBSD, which is very quick about fixing security flaws.

    On a corporate level, both companies have demonstrated some pretty odious behavior, Microsoft in support of its customers, and Apple towards its customers. Take your choice: neither is very appealing.

    Apple has shown a surprising indifference to its customers. Witness when customers had to start having the batteries replaced in their iPods. Not only was it an expensive process, but Apple was returning used iPods that were similar models (but not the original item) and with all the music erased, with no advance warning that this was the procedure. Their attitude was ‘you got back a similar machine and it works — what’s the big deal?’ Another example is when Apple censored postings on their forums that dealt with defective LCDs. Is that any way to treat a customer? Or how about some of the behavior inflicted on independent software developers in regards to the iPhone store? Finally, Apple has a terrible reputation for rewarding compliant members of the press and punishing journalists who write critical, if accurate articles and reviews. ‘So what?’, you may ask, but it inhibits potential customers from getting accurate information about buying decisions.

    In the case of Microsoft, the biggest thing they have going in their defense is their role in making personal computing affordable. There was a time when Lotus 1-2-3 and WordPerfect were each hundreds of dollars. Microsoft’s business model allowing commodity hardware, and MS Office brought application prices down dramatically. (Apple products are priced better now, partly as a result of Microsoft, but Apple used to be outrageously expensive.) Microsoft has a bad reputation for anti-competitive behavior, not to mention being a convicted monopolist. While the argument has been made that Janet Reno prosecuted the wrong Bill so that she didn’t have to prosecute the other one, there is no denying that MS is guilty of some pretty abusive behavior. We have no way of knowing the true effects on the market of that behavior, and if that behavior that was helpful in reducing prices might not have changed once MS accomplished its goals of driving off competition. It’s probably as safe bet to assume that it would have changed, and not for the better.

    So what is the bottom line? Given that the hardware really doesn’t matter, the issue becomes one of software. And given the subjective nature of software, while some people might genuinely be better off with one or the other platform, for many the choice doesn’t make any meaningful difference.

    Computers are tools, pure and simple. They are no different than culinary knives, of which there are several high-end brands. Among equivalent knives (similar size and purpose) that all do the same thing, there is a wide range of prices. The only discernible differences are the balance point and shape of the handles. I doubt anyone would say that a chef, who uses his knives all day long, and who chooses the most expensive one because he likes the feel of it in his hand better, paid too much. His increased productivity using it as opposed to a cheaper knife probably can’t be measured, but he no doubt enjoys his working day more. If a Mac is a tool that someone enjoys using more and they are more productive because of using it, due to certain intangible qualities, than it’s hard to see how they didn’t get good value.

    Or consider digital single lens reflex cameras. Using roughly equivalent models from Canon or Nikon produces photos that are pretty much indistinguishable from each other. It has been said that Canon cameras seem like they were designed by engineers, while Nikon cameras seem like they were designed by photographers, but they both do the same thing equally well.

    That is perhaps the best way to view the Windows/OS X debate. They both do the same thing, but Windows seems like it was designed by engineers, and OS X by users.

  33. Mac Fanboy says:

    Harry,

    “Logic dictates” that you shouldn’t leave a freaking essay in a place reserved for comments.

    Dude . . . get your own blog. We come here for the flame wars. ;)

    -Mac Fanboy

  34. Rudolf Olah says:

    Bill Moore is absolutely correct. There used to be Apple/Macintosh clones being sold until Jobs killed that: http://en.wikipedia.org/wiki/Macintosh_clone#Jobs_ends_the_official_program

  35. Bob Saggett says:

    I don’t own a mac but I have had iPods. I have always found Apple to be a little too desperate to get hold of my credit card details so it is good to hear a positive story.

    One question, could they not have put an optical drive in temporarily for you? That’s what we do with PCs and laptops.

  36. Das Jas says:

    I cant believe any of you who say its not worth it to get a mac or that you have gotten bad service. Macs may cost more, but what do you get? You get: top of the line hardware (I have had no problems with my Macbook Pro), amazing software, a willingness to work with Microsoft, and customer service.
    I went in to buy a computer at an Apple store and they waited on me hand and foot to help me figure out which computer I wanted. AND they have done the exact same every time I’ve had a question or I’ve screwed something up. For instance, I installed an Ubuntu studio on my Mac to test it out, but in my haste, I failed to incorporate an exit strategy. Upon trying to uninstall it, it unmounted the partition and left a full swap partition that is unmountable cutting the main portion of my harddrive off from about 20 gigs of space, which has been rendered useless. I contacted Apple and they tried to help me as best as they could even though it was not their software and I probably shouldn’t have been trying to install Ubuntu anyway.
    I found that, even though it is not fixable, even while reinstalling the OS, they were completely helpful and I never even got so much as a bad attitude from any of their representatives.

  37. Roger says:

    I had a similar experience with my macbook pro when it refused to boot. I turned up at Regent Street and the people in the shop reinstalled the OS without losing any apps or data, solving the problem and getting me up and running at no cost. Think how much saving my work related data would have cost me elsewhere. Again, when my iPod battery went outside warranty, they replaced the whole thing, and did the same thing for my son later, in Bristol. The only thing I would add is – buy it from John Lewis, as they give an extra year of warranty free for the same purchase price, and the customer service and returns policy is also terrific. They replaced the macbook pro when the case went wonky, free of charge for a new spec machine. Macs don’t cost twice as much as similar quality machines such as Vaios, just as twice as much as shoddy machines such as Dells, Toshibas & the like. I’ve been 25 years in the business and thus far my experience has been “buy the best, forget the rest”

  38. Lunarts says:

    My 18 months old Macbook Pro had a DVI in problem. After talking to Apple support in Ireland I went to a Mac shop and they told me it would cost me 1100 Euro’s to replace the motherboard because the DVI is part of that. European Consumer Law did not apply because my Macbook was bought for my (1 person) business.

    In the end I bought a Psystar 8800 quad intel processor, 1 terrabite HD, 8 GB ram, wireless card, 10 usb ports, 3 Firewire 400 and 2 800 and some more digital inputs on sound and video I don’t use. Price was 1100 Euro’s ex VAT.

    Fuck Apple

  39. Lunarts says:

    And (sorry I forgot) the Leopard 10-5-4 was included and installed

  40. My last visit to a Mac store was very similar. My video card had gone out and of course it was beyond the warranty. A long story short, I was given a brand new Pro Mac in place of my G5 for just the cost of the video card. Why would anyone have any other machine?

  41. Lunarts says:

    @Michael Draga

    Well, it seems that Apple is only friendly to fellow Americans.
    Here, in Europe, there are many complaints about warranties, services and quality hardware.
    I am sure things are a lot better in the US.

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