I can second that. About a decae ago, I bought a 15
multiscan monitor (bundled with the best-forgotten
Performa 6200) and after a month, the speakers stopped
working.
Apple sent a technician to my house, couldn't repair
it, so they replaced it (this monitor was a
replaceable, rather than serviceable item).
Where it gets better is that after four more monitors,
each replaced for different issues, Apple Customer
Relations agreed to send me a different model, and I
became the proud owner of the much higher-end
AppleVision 1710.
It gets better.
My 1710 had serious flicker problems, and was replaced
by an identical unit, with a different (color)
problem. Customer relations appologized profusely and
told me they would send a new rather than refurb
replacement.
The box that arrived was extremely heavy, because the
AppleVision monitor inside was 20 rather than 17
inches.
Andrew
--- Bruce Johnson [EMAIL PROTECTED]
wrote:
We've had numerous flamewars about Apple's service
here, thought I'd
pass along a tidbit from the latest Tech Tails, one
of SmallDog's
newsletters (SmallDog is a sponsor of the LEM lists,
and, speaking as a
satisfied customer, one heck of a good company):
Beyond Apple Tech Support
by [EMAIL PROTECTED]
I have encountered several customers who have had
the worst luck with a
computer that you can imagine. Often the frustrated
customer has had
repair after repair attempted on his or her
computer, yet is still
having hardware problems. In these extreme cases, I
encourage the
customer to call Apple Customer Relations. Unlike
Apple's Tech Support,
customer relations is trained to handle sensitive
and unusual computer
issues.
For example, we once had a customer who bought a G3
iMac from us. She
brought it back a couple of months later because it
had a video issue.
The screen would intermittently turn a shade of
yellow. We replaced the
power-analog video board, but within a month she was
back with the same
issue. Once again we replaced the power-analog video
board, but still
within a couple of months she was back. This time we
checked the cables
from the PAV and it seemed to resolve the issue, so
we did not replace
the board. However, she was again back within two
weeks with the same
video issue. This time we replaced both the logic
board and the
power-analog video board. Within three months, the
computer had
problems. Thankfully, the iMac was still under
warranty because the
customer had purchased AppleCare. At this point the
customer contacted
Apple and pleaded her case. Apple called us and got
some facts, then
sent her a replacement unit.
I asked the customer-relations representative what
qualified a computer
for replacement. He told me that Apple did not have
a set number of
repairs, but took each case on an individual basis.
In my experience,
after three or four separate hardware issues, it's a
good time to call
the customer relations team for help. To reach that
department, call
1-800-275-2273 and ask for customer relations.
--
Bruce Johnson
This is the sig who says 'Ni!'
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