Apple, MAC or Anything “i” And Why It Can Be Your Worst Nightmare

As in my post below, I finally steeled myself and bought a MAC laptop.  Against every fibre of my being and, everything that goes against my grain, I finally got talked into buying a MAC computer after the breakdown of my beloved HP laptop which had served me well for over 7 years.  I had been assured that I was making the right decision as Apple (the company that produces MAC computers…just in case you’ve been in a coma or a cave for the past decade or more), was a highly reputable company.  How wrong that was in my case.

The first 10 days that I had my brand new MAC laptop, I had gotten sick and couldn’t spend any time on it.  That meant that 10 of the 14 days that the store would take it back, was already gone and I had 4 days to learn MAC and its operations as well as evaluate the computer itself.  With so many rave reviews by both Apple enthusiasts and sales people’s assurances, I should have no problems, no issues, no viruses, no way to not love this computer in spite of its undoubtedly hefty price tag (which was much more than I had expected or wanted to pay for a computer that would likely only last me 3 or 4 years maximum.)

Sending Error Reports In The First Week

Within the first week I was using it, a program would suddenly “need to close” and I’d have to send out an error report.  Do we really know where the hell these things actually go or whether anyone really ever sees them?  Like good little girls and boys, we send them out into cyber space, hoping that someone, somewhere, somehow, pays attention to them.  I’ve often wondered if these error reports are just something that they have us do so that in the midst of cursing and swearing at the sudden shut-down and loss of any information that we’d written or found, we’d have something that might make us feel that we’ve done something about it and someone will fix that problem so that it doesn’t happen again.

Apple Tech Support For Days

By the second day of more usage, I was soon tired of sending off error reports and gave up sending them, resorting to cursing and swearing and having to take deep breaths.  That was it.  I needed Apple’s Tech Support Line.

All of the Apple Tech Support Technicians were highly friendly.  It was as though they knew that you’d over spent your budget and were soaked by the pricing so, yes…of course…they’re going to be nice.  They also all spoke of the computer as though it were a pet, a child, a human being and anthropomorphized the machine in front of you to the point where you felt as though you should give it a personal name and feed it.  I had no issue with them.  They were highly eager to help me with my problem and did so in a fun-loving, personable way, making the long tech support sessions feel almost a bit fun at first.

Three calls and 6 hours later, including a remote session where a technician was actually remotely inside my brand new baby, looking at its inner software workings, I was still no further ahead as the thing kept crashing both programs and itself into a downed state.  This is where I began to lose my temper but, tried to recognize that they didn’t produce the machine nor charge me the money and were only doing their jobs.  They were far more patient than I was.

By the 4th call to Apple, I was fuming and ready to throw the computer through the window in spite of being escalated to Senior Advisors with Apple’s Tech Support System.  Of course, they understood my upset and frustration and that I wasn’t taking it out on them but, even when confronted with the question of whether they would be happy with how much they’d paid to get a lemon, all that they could do was read off of some company policy card that read, “you’re screwed” (in different wording than that of course).

“You’re screwed!”

The final Senior Advisor relented that the problem wasn’t a software issue but, a hardware issue from the factory and I’d need to send it in to be serviced.  SERVICED?  I needed a brand new computer “serviced”? That wasn’t the worst part though.  I now had a brand new piece of JUNK that I’d paid a small fortune for and would be without a computer for at least 10 days.  More than that, worse became worst when I was told that even to get it seen at an Apple Store, I’d have to make an appointment, leave it for the 10 days and the earliest appointment that they could get me was 2 weeks away!

I’m sure you can hear the mutterings in my mind that weren’t exactly pretty at this point.  I’m equally certain that each Apple Technician must have to go through a “how to keep your cool while the customer implodes” course before they’re put onto the phones as it didn’t seem to phase them one bit that I was explaining how I used my computers for work and 2 to 3 weeks more after paying the price for a brand new computer to wait to have what I considered a “refurbished” model (in the light form of the definition) was not exactly music to my ears.  And, yes..this was all still under warranty.

I wasn’t accepting this answer and he knew it as I explained it (without hesitation in how I said it).  He didn’t even try to make a return call the following day to see what I had decided to do,..send it in or wait for the 2 weeks and take it into a repair centre.  Either way, it would be the same time frame and wait.  Neither desirable nor, acceptable given that I had already spent over 7 hours of tech support in 2 days already and had a mound of work to get caught up on with NO computer now.

Thankfully, the shop that I bought it from had been one that I had spent several thousand dollars in over the past couple of years with 2 computers, 4 printers, all the ink cartridges (another fortune) and office supplies.  That gave me a bit of leverage and I had to rely upon that to talk my way into accepting the now, 4 days past their 14 day return policy.  I sweet talked the manager into hearing me out and he did.  The only caveat was that I had to pay an extra $149.00 + tax to get them to set it up and put on an un-needed anti-virus program to get them to give me a brand new computer.  They did.

The SHOP to the rescue…NOT APPLE!

I am now writing this on this brand new MAC computer, having been set up by their tech support team which gives me a 30 day store guarantee that should anything go wrong in the next 30 days with this thing, they have incurred the responsibility of having to either repair it or, handing me yet another computer of my choice.

If something goes wrong with this one (knock on wood not), I will NOT be going with another MAC computer and will go back to swearing off of anything Apple completely as I had done for years.

To those of you who have nothing but good experiences with Apple products, my hat is off to you.  Perhaps, I am just laden with rotten luck but, I seemed to have gotten the alleged “one lemon” of a Mac computer ever made, according to the store and Apple itself.  I’m sure though that I’m not.  I’m sure that there’s many more unsatisfied customers out there and I’d love to hear your stories.

In the meanwhile, my fingers are crossed that I’ve suffered The Apple Curse long enough and it’s been broken.  My hope is to finally love this machine, given what I’ve been through for it as well as the cost of it.  If not…my front door will have a laptop come hurtling through it onto the street where I will watch with delight as the next vehicle to come up the street will crush it into a few thousand tiny pieces.  That sounds nasty, does it?  But, it’s where Apple tends to leave its customers believe it or not.

We live and we learn but from my little corner of life, Apple is not the god it wants us to believe.

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