May 18, 2006

I strongly recommend you DON'T buy Apple

I bought a Macbook Pro on 12th April, at the Regent Street Apple Store. Less than a week later, I was reporting Macbook Woe, in particular complaining about the overheating and the vibration. When I called, the Apple support line advised me that the laptop needed to be sent back to them in order for them to check it out; I agreed with them that I would get in touch to arrange this as soon as I returned to the UK.

I got in touch with Apple today, and was told that because they could not identify the problems as a hardware fault, they were not able to arrange collection of the laptop. Instead, I needed to travel to my nearest Apple-authorised repair centre, to have them check the laptop was indeed defective.

I should mention here that I've compared the Macbook Pro with two identically-specified machines, and neither of them exhibit the vibration or heat that this one does. I'm therefore sure that this is a dysfunctional laptop. Sadly, Apple doesn't want to take my word for it, despite the many well-documented problems with this first batch of laptops.

I called the nearest Apple-authorised repair centre, and it is 45 minutes away by car and only open on weekdays (actually, it turns out it's over an hour away according to Google Maps). This means that to have my defective and expensive laptop checked out, I need to take half a day out of work and make a lengthy journey. This is not satisfactory, and so I called Apple support back to explain. After having the call escalated, I was informed that there's nothing Apple can do about it, and my only other option is to return the laptop. The catch? Purchases must be returned within 10 days.

My next move was to call the Apple Store on Regent Street, to find out if I can return it. I was called back within 5 minutes after the operator had checked with the management, and told that I could return it for a refund and that hopefully I'd be a happy customer again.

Yes, well. This is a last resort, but I'm so furious about the way that Apple are treating me that I'm going to do just that: return the Macbook Pro for a refund, revert to my old Powerbook, and reconsider carefully whether I ever want to buy an Apple product again. With that kind of after-sales care on an expensive professional piece of hardware, I'm really not sure I want to take the risk.

Posted by savs at May 18, 2006 4:18 PM
Comments

Pff this is crazy!Mauri is also having trouble with Apple at the moment. :( Maybe buy a 'normal' windows machine ;-)

Posted by: Jeroen Reijn at May 19, 2006 9:49 AM

I also have problem with Mac at work. Users, who should be able to use it, do not know how to use it :)

Mac is designed for beginners, I thought.

Posted by: Tatsuhiko Maegawa at May 19, 2006 2:46 PM

I've bought Apple computers for several years, the 2 most recent a Quad Power MAC G5 and a BRAND NEW Macbook Pro 15" -- when I say brand new I mean less than a month old. The LCD has developed a problem which the local authorized repair center says is a manufacturing problem, but not covered under Apple Warranty.

I just spent the past 1/2 hour talking with a snotty customer relationship manager "Leela 40169" who kept on telling me "Apple doesn't have manufacturing problems"...

I've decided NEVER to buy another apple again -- I'll run wintel boxes with linux

Posted by: Max at May 24, 2006 6:59 PM

Hi all. I am absolutely rubbish with computers, so I hope you can help me out. I basically want a laptop that will last me for 4-5 years (durability as in no viruses (which is why I didn't want another microsoft) and also quite hardy (i don't try to drop machines, it just happens..))

Bearing in mind I've never used Apple products before, do you think I should buy a MacBook? Or should i go for the cheaper and easier route of getting another microsoft product? I will mainly just be needing my PC for word processing, accessing the internet, and maybe some video editing.

Thanks.

Posted by: Diana at May 27, 2006 2:06 AM

Guess what. Have you ever tried to return ANY product of any kind over the phone. Usually not to easy and if you think that is apple specific then think again. Boohoo nearest apple service station is 45 minutes away the nearest microsoft station is every 5 minutes in every direction what does that say about quality, you let me know ok. Just because some 7.50 an hour phone technician can't authorize a convient pickup for your laptop doesn't mean that their support is faulty just that you live in an unfortunate location. But I think the final word is that it clearly stated you have 10 days, obviously you were traveling, but a glaring problem like that shouldn't be put off as obviously you did.

Posted by: Guess What at June 2, 2006 6:15 AM