Apple care is more efficient than accurate

[asterroc]

When I finally gave up on the total backup of the computer, I sent it in and got it back in two days (good efficiency) - or would have if they'd actually sent it to my workplace like I requested (poor accuracy). They also had fixed the screen flicker, or so I assume since it was a transient thing, and the missing foot, no charge (efficient). But they hadn't fixed (poor accuracy) the wrong color optical drive door from a job in May 2005 (which poor accuracy in the first place), and the crack that had appeared in the case after that work (poor accuracy on the part of the mailer). As I called to complain about those missing things, it turns out that they hadn't been recorded by the previous tech support guy, I discovered a second crack in the case (more poor accuracy by the mailer). *grumble*

So back it went - box came here to my home again, I didn't care at this point. And it got there overnight (good efficiency), at which point Apple Care online said "Step 2 - Service / On hold - Need information (20-Jun-2006)." Again called back, and w/in 20 minutes (relatively good efficiency) the tech support person I had had talked to the repair people and essentially told me that they were going "hyuk, it's not a hard drive failure? then what do we do, hyuk?" She gave the guy in charge of them my whole case history (good efficiency) - the last tech support person had documented the previous repair case numbers too (good efficiency) - so hopefully they'll get it done now.

T$ points out they still haven't figured out why I can't backup the computer (poor accuracy), but I figure since the turnaround is usually so fast (good efficiency), I'll try to replicate the error, copy down more details, and call tech support again - the last guy said b/c it was software and not hardware, it wasn't something they could fix (poor accuracy), which is totally bunk b/c Apple Care's supposed to fix everything, it's not like it's aftermarket software either, it's THEIR Disk Utility.

Comments

[l0stmyrel1g10n.livejournal.com]

in 9th grade, i dropped my iBook and dented the case, and the screen got skewed so it doesn't latch when it's closed. it wasn't significant damage so i didn't have it sent in then, but when i cracked the screen itself and had it sent in for that, they replaced the dented casing even though i didn't ask them to, but in all the other times it's been sent in since [once for a hard drive failure, once for another screen issue, once for a broken wifi antenna--they broke it when they were fixing the screen!] they still haven't made it able to latch again. maybe they will this summer, because i did mention it on the list of What's Wrong With This Machine when i handed it in to school people...

[zandperl.livejournal.com]

Huh, I would've sent it in immediately with the first dropping. Maybe. I've been reluctant to send it in for individual little things b/c I worry that it'll get lost, and I just don't like to be without my favorite computer for even a day, let alone up to a week. But I think from now on I'll just send it in every time something goes wrong. Besides, Apple Care runs out for me in October.

At which time I'll probably buy a jumbo HD to replace the little 40 Gig one with - Apples apparently suck up virtual memory like nobody's business, and I've been told by Apple Care that the "mere" 2 or 3 Gigs of HD space I have left is why it's behaving so poorly lately.

[l0stmyrel1g10n.livejournal.com]

well, the not latching really doesn't impede use or anything. and besides, school people get annoyed if you send your laptop in too often, and you have to use crappy slow four-year-old loaners while yours is away. otherwise, yeah, i'd have gotten it fixed...oh yeah, and no way are the school computers still under warranty.