I purchased my mac around a year and 3 months before. Mac comes with a just one year warranty period, if you don't pay extra money for extended warranty.
It worked wonderfully for me most of the time. But suddenly a couple of weeks back, it didn't boot. I had to go through the trouble shooting document and visit lot of forums. The only way I could rectify the problem, was to reinstall (after erase) OS X. This meant I would also all my data. Data which I had collected for the last 8 years. Not a pleasant news. But there was no way out.
Spent an entire weekend in installing the OS, setting up my iTunes library for ipod (that is another painful story, but later) and some other stuff. Finally it was up and running.
And then all of sudden last week, it again did not boot again. And this time, it was worse. I was not even able to install OS. It seemed like hard disk failure. And at the moment I realized that it was out of warranty period. I hate it. I lost all my data and add to it the money I had spend on buying new hard disk.
I called up Ample Care Bangalore. I explained them the problem, they said it would cost me around 4500 for hard disk and add it to 1500 Rs service charge (can you believe it ? They charge 1500 Rs as service charge, ten thousand thundering typhoons). I was totally conked.
But then if you are in Rome, be like a Roman and if you wish to have apple products, be ready to spend money.
I went to Ample Care, to rectify the problem. Ample care representative, had to look at the mac again. And confirmed that it was hard disk failure. He asked me to call up apple care once, before buying the hardware.
Without hope, I called up Apple Care India. The representative listened to me patiently. I explained him, how I lost all my data suddenly and the effort I had spend on trouble shooting etc. He said he will speak to some products team and get back to me.
He got back to me in 10 minutes and the coolest thing was they would provide an exception for this case and will not be charging any money. Can you believe it ? In this world of pathetic_customer_support (example animaster, more on that later), this was a welcome change to me.
They replaced system with a new hard disk. The entire process took just 3 three days.
Today, even though there is a small dent in my confidence about apple products, I'm a happy and satisfied customer. Now I'm willing to buy apple products more than ever.
Believe me, good customer support will definitely brings in more sales.
3 comments:
Apple customer focus is unparalleled!
There are companies, and there is Apple :D
Was this Mac bought in India? I wonder if Macs got overseas get support in India... in the process of moving back to India from the US, wondering if Apple support is global. Should be, as the product is exactly the same, but you never know.
I have been hurt by Sony's Guarantee policy in India earlier! Had a Vaio that I bought in US, in 2002. At that time there was no Vaio at all in India. When Sony launched Vaio in India about 3 years later, I contacted them for Support - they flatly refused, saying the US product is not covered in India - in fact I could not even get PAID support. Only products launched locally would be supported. Hopefully now Sony has a full setup with support, for all their products. Especially with laptops, people travel, and could need support anywhere).
They provide global support. I got this from US.
Post a Comment