A Compliment or an Insult? One of the Costs of Apple Ownership….

I normally do all my computer work on a MacBook Pro; the convenience of being able take it anywhere with me is worth the cramped feeling of having just 1TB of disk and a small screen. Unfortunately, my MacBook Pro, which is about 3½ years old, went south yesterday, and now and it freezes up after a minute or three. I spent all day trying stuff to fix it, but it seems to be a hardware issue, So I called up Apple Support to arrange repair.

While creating my repair case, the guy asked whether it was covered by AppleCare, their extended warranty. I'd had the three years of AppleCare, but it expired a few months ago; I replied Apple products never break down while covered by AppleCare.

His reaction was priceless: I can't tell whether that's a compliment or an insult.

Hah. I guess it's both.

I'm writing this post on an Apple desktop machine from 2009, which is still humming along just fine. But Apple's cutting edge products like their phones and laptops squeeze just a bit more out of the space available than anyone thought possible until they actually demonstrate it's possible by releasing the product, and that kind of cutting edge stuff comes with this kind of cost of ownership... it breaks down a lost more than a sturdy old-tech product. In my experience, that's often right after the warranty expires.

Anyway, the delivery service just picked it up. Last time I did this (~8 years ago?) I had it back quickly... maybe three days. I hope it's the same this time....


Update:

Well, that was quick. It was picked up by the courier service on Wednesday night, and at 8am this morning (Friday) I got an email from Apple that said they have received my computer. I expected to eventually get a message offering an estimate for the repair and asking whether I wanted to proceed, but less than seven hours later, at 2:45pm, I got a message informing me that my repair request is complete and that it was already shipped back.

There's no information as to whether they actually did anything, and if so, how much they'll charge me, but I suspect that either they did nothing and are returning my broken computer, or it'll cost the maximum fixed fee of about 80,000 yen (~$730), which had already been reserved on my credit card.

In any case, I'll find out tomorrow... it's schedule to arrive before noon.


All 6 comments so far, oldest first...

Do you have any external storage? Given the number of photos you probably take, I would think that you’d use up that 1 TB quite quickly. 🙂

Also a good reminder to your readers to take backups, as you never know when something could break. Apple has made this fairly easy with Time Machine where basically all you need to do is plug in an external drive.

I keep only the most recent year of so worth of photos on the machine, but I have edit/export access to them all (~150k) via Smart Previews. —Jeffrey

— comment by David Magda on January 24th, 2018 at 9:11pm JST (10 months, 22 days ago) comment permalink

This Louis Rossmann guy has a good channel about mac repairs. Warning: swearing at Apple may be featured in those videos… 😉

— comment by Damien on January 25th, 2018 at 4:23pm JST (10 months, 21 days ago) comment permalink

Where is the update to the update? Final outcome?

Kenmore,WA

— comment by Rick Hancock on February 4th, 2018 at 1:58am JST (10 months, 12 days ago) comment permalink

Oh, sorry Rick. It arrived the next morning good as new. Besides replacing the drive, they replaced the battery and the case. It took a ridiculous 8 hours to restore the system from backup…. which didn’t seem to go very well… many of my settings didn’t seem to come across. Eventually I realized that they had installed a very old version of the OS (presumably the one it had been sold with) instead of the latest version.

So, I had to wipe the disk, do a full OS install, and do that 8-hour restore again. I then spent the day replacing apps, which I hadn’t had as part of the backup, and now things are back to normal.

The odd thing is, a week later, I don’t know if or what I’ll be charged for the repair. They put a ~$730 hold on my credit card beforehand, so maybe that’ll be it? I dunno.

— comment by Jeffrey Friedl on February 4th, 2018 at 8:21am JST (10 months, 12 days ago) comment permalink

How much did it end up costing to fix it? My experience with Apple customer service has always been very good. I just hope that Apple continues with its policy of satisfying their customers, the best marketing policy for sure.

About what they said it would…. 70,000~80,000 yen. Don’t remember exactly. —Jeffrey

— comment by Arthur Brigham on February 18th, 2018 at 10:09am JST (9 months, 26 days ago) comment permalink

Finally after 2 months i got my system to work with your flickr and facebook updates. great to be back looking forward to reusing your systems. great images of Kyoto. jeff lantz

— comment by Jeff Lantz on February 26th, 2018 at 9:46am JST (9 months, 18 days ago) comment permalink
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