Well, if you read my last "Mac Stories" entry, you know that my iBook flaked on me for the second time and that my plan was to go in to the Apple store and demand they swap out my screen-dead iBook for a PowerBook. Well, I did exactly that. While you can't tell where I am writing this blog entry from, I can tell you it's NOT my new PowerBook. I'm actually writing this on my
5 year-old Toshiba Laptop that still has Winduhs 98 on it. This is because that while the battery doesn't hold a charge and it wil shut down completely if I nudge the power cable, it's still more reliable than my iBook or, more importantly, Apple Customer Service.
That's right, Apple has a policy where they don't satisfy unhappy customers by ridding said unhappy customers of their offending products. In fact, Apple is perfectly content for you to live with your mistake of buying the wrong Apple computer for the rest of your life. Why do they do this?
BECAUSE APPLE CUSTOMER SERVICE SUCKS.
Let me make one thing clear: The Mac OSX is more stable than any OS I've ever used - this includesWindows XP, Windows 98SE and eve previous versions of Mac OS. In fact, sometimes I have to use older Mac apps in "classic" mode (just a cool name for OS9) and that thing is so cumbersome and annoying to deal with - I hate it. But OSX is solid, it's smooth, it's customizable, it's easy to use and best of all, it's easy to use in the way you want to use it (whatever way that may be).
BUT PRAY YOU DON'T BUY THE BADLY DESIGNED MAC!!
This is because APPLE CUSTOMER SERVICE SUCKS.
The iBook has a design flaw in it. I read on a forum someplace an account by a guy who had his logic board fail on him after the warranty expired. Since he figured he would have to pay to get it fixed anyway, he cracked open his iBook to see just what the problem was. According to him, under the left palm rest are not only the hard drive, but the video card as well. (I'll have to get the link to this guy's post later.) And what are palm rests for if not to rest your palm on it. This means that as you type you are putting pressure on the hard drive and the video card. I didn't have my hard drive fail on me, thank God - but this "Disaster Sandwich" as I like to call it did result in cracking the solder joints of the video card. (Solder is the metal stuff that is melted onto wires to essentially glue them to other wires or electrical contacts.) When the solder joints break, this not only can damage the video card, but the mother board, as well.
That's the ultimate lie, it seems coming fr Apple on this problem. They call it a "logic board failure."
But what they really mean is "the
motherboard broke."
To anyone who knows anything about computers, you know that the motherboard is the nervous system of the computer - when it is broken,
that's serious. When the motherboard breaks on as many systems as it has in the 12 inch dual USB iBook's case,
it's very serious. But is Apple doing anything about it? Not really.
They are saying that they are finally stepping up to the plate (after months of pretending there was no problem) and saying that they will fix your iBook if it's out of waranty.
WOW!THANKS, APPLE!Uuuuuuhhhhhh, what about REPLACING THE THING BECAUSE IT'S GOT A DEFECTIVE DESIGN??
No, they won't do that - not unless it breaks THREE TIMES.
Yep, ou read it right - there's OVERWHELMING EVIDENCE that their iBook has a serious design flaw (the aforementioned "Disaster Sandwich") and they need you to be inconvenienced a LOT before they can be.
I look at it this way. In my case, on Christmas Eve, my iBook flaked on me for the first time. I was without it for more than two weeks. But, since it was the holidays, let's just round it down to two weeks. This time, when I brought my iBook in to the Apple store, they said it would take at least five business days to get back to me. Thanks to the weekend (which I never take off, incidentally, but they do) that means I will be without it for at least a week. Now, when it goes down again (and it will), how long will it take for me to get a replacement? The point is, that'll be more than
three weeks combined that I will have been without the computer I paid MY money to own. THREE WEEKS.
Now, here's the kicker: in my ten years of being a PC person, I have NEVER suffered more than a few days of down time in a row. Here's how it breaks down:
1) When I bought my Toshiba laptop in 1999, the screen was dead, right out of the box. We brought it back to Best Buy the next day and they gave me a new one ON THE SPOT.
2) In 1997, I bought an IBM Aptiva desktop and a few months after I had it, the hard drive crapped out on it. They sent me a new one in two days.
3)In 1997, before I bought my Aptiva, I had bought an HP. I had it a few months and was having problems with it locking up. It was a software problem that I hadn't had with my previous Compaq machine (which NEVER failed me EVER) and after two or three calls to HP support, they finally agreed to just give me my money back. They sent me what they call an RMA number which I believe stands for Return Merchandise Allocation (correct me if I'm wrong) and an address to send the computer to. Within a few days, I had sent off their machine and had gotten a check in the mail for a
full refund.
HP didn't care about policy, they didn't care about the policy of the store I bought the HP from, they just wanted me to be happy. So, they sent me a refund and I bought an Aptiva.
This is beyond Apple's capabilities.
Now, there's a lot more to this story, which I'll have to go into next time. But for now, the moral of the story is buy Apple because they have the most reliable OS out there. BUT FOR GOD'S SAKE, DO YOUR RESEARCH!! Go to the Apple.com support/discussion boards. They are a great source for learning about all the problems you can run into with Macs. But don't stop there - do a search at http://news.google.com - if there's news out there about a model, do a search and Google News will find it for you.
In the end, you should remember to keep a level and to not believe the hype. I understand now, how easy it is to become a Mac elitist. The OS will win you over - but don't be fooled. Macs can have problems like any other computer. And Apple's customer service betrays their interests. Which, up until now, I always thought was to build computers. But now, I see, that their interest is to do the same thing every other computer company wants to do - make money off of you.
If you ARE one of those Mac Elitists out there reading this, grow up. You're wasting your loyalty on a shallow, stupid company that has convinced you that a few bells and whistles makes them a great company to get behind. Just because they say they are the best and even if they are, that's no excuse to treat their customers like shit. Which is
exactly what they did to me. You watch - you have a hardware failure or try to get your money back past the ten day return period and you'll see just how cool Apple is.
And this is for the search engines:
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