Apple doesn’t care about its customers
We here at BGR love Apple products as much as the next guy, but we think this crossed the line a little bit. Thanks to tip from a close friend of the Boy Genius Report, we’ve uncovered a truly amazing exchange between Apple and a customer. The customer, an owner of a recently water-damaged MacBook Pro, called Apple customer care to get information about repair costs. Accepting full responsibility for the water damage, the customer was still subjected to confusing and contradictory information about the repair. Frustrated with his experience, he took matters into his own hands, emailing sjobs@apple.com (a widely acknowledged direct line to high-level Apple customer care). The customer’s email is as follows:
Dear Steve Jobs,
I wanted to write and express my concern about some recent problems that I have had with Apple Care. This week, my MacBook Pro unfortunately sustained water damage. I understand this is entirely my fault but it is still something I would like to get fixed. After three or four calls I was finally able to get a straight answer. While I was happy to get a straight answer, I was not at all happy with the answer. It is very worrisome to me that the only way to get my computer fixed is to pay almost $300.00 up front with no guarantee that this will fix the problem. I was horrified to learn that their is no system to assess the problem and bill once all damage is known. I am reluctant to put money into a problem that could easily grow. I have had three Apple computers in a row. I love using them but I am not sure if my replacement will be one. I feel powerless in the situation and the whole experience has turned me off of the Apple company.
Sincerely,
Xxxxxx Xxxx
Reasonable? We think so. Shortly after, the customer received the following response:
Xxxxxxx,
This is what happens when your MacBook Pro sustains water damage.They are pro machines and they don’t like water. It sounds like you’re just looking for someone to get mad at other than yourself.
Steve
We find that response totally comical! Don’t you? While we’re guessing Steve Jobs himself wasn’t on the other end of this, it’s certainly a direct response from the @apple.com domain, which is only available to employees of the company. This means that someone directly representing Apple was responsible for this stunt. Come on, Apple. Seriously, this isn’t a good way to treat your customers, though you do get major points for the witty and comical response.
UPDATE: Full email after the break!
From: Steve Jobs <sjobs@apple.com>
Date: March 27, 2008 6:53:46 PM EDT
To: [email removed <xxxxx@gmail.com>
Subject: Re: Apple Care Concern
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Xxxxxxx,
This is what happens when your MacBook Pro sustains water damage. They are pro machines and they don’t like water. It sounds like you’re just looking for someone to get mad at other than yourself.
Steve
On Mar 27, 2008, at 3:01 PM, Xxxxxx Xxxx wrote:
Dear Steve Jobs,
I wanted to write and express my concern about some recent problems that I have had with
Apple Care. This week, my MacBook Pro unfortunately sustained water damage. I understand
this is entirely my fault but it is still something I would like to get fixed. After three or four calls
I was finally able to get a straight answer. While I was happy to get a straight answer, I was
not at all happy with the answer. It is very worrisome to met that the only way to get my
computer fixed is to pay almost $300.00 up front with no guarantee that this will fix the problem.
I was horrified to learn that their is no system to asses the problem and bill once all damage is
known. I am reluctant to put money into a problem that could easily grow. I have had three
Apple computers in a row. I love using them but I am not sure if my replacement will be one.
I feel powerless in the situation and the whole experience has turned me off of the Apple
company.
Sincerely,
Xxxxxx Xxxx
On Mar 30, 2008 @ 12:58 am, Beau Said:
lol’d
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On Mar 30, 2008 @ 1:12 am, Rip Ragged Said:
Huh. Much ado about nothing. The guy doesn’t say how the water damage occurred. But, you’re supposed to keep the computer dry. However it happened, it wasn’t Apple’s fault.
The guy was careless. Somebody has to be paid to evaluate the computer. That isn’t free. Is Apple on the hook for paying somebody to evaluate every computer that somebody carelessly damages? Shipping it to and from the shop?
Where does that stop?
Whether that was Steve Jobs, an Apple employee being snarky, or just someone being a wise-ass, it was dead on accurate.
Dear Steve, I was playing Frisbee on an asphalt parking lot, and flicked my MacBook Air by mistake. It didn’t land well. Please spend your money to decide if I should fix it.
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On Mar 30, 2008 @ 1:15 am, AppleCare Said:
The guy is asking for something that isn’t covered by AppleCare. AppleCare COULD possibly fix the problem, but the unit has to be shipped in (this cost money), inspected by someone and the problem diagnosed (this cost even more money) and then call the customer (this takes time, which is more money). Thinking that you can get a free quote on the repair is ridiculous. If that’s what he wants, he should try going to an Authorized Apple Service Provider… they’ll charge him even more.
My suggestion to the guy: Claim it on your homeowners insurance. It’ll be easier and you won’t waste anyone else’s time.
http://www.apple.com/legal/applecare/appgeos.html
P.S. It was Steve. This is typical.
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On Mar 30, 2008 @ 1:16 am, Austinite Said:
Do not be Shocked. Apple and Specifically Steve is very much concerned only about profits. I worked for the Company for over 9 years and have seen it damn near everyday on multiple levels. I worked in AppleCare for a few years and other departments. I came to realize that The Company and more so Steve himself are tyrants that don’t care about their users or even their regular employees. If you’re not an executive or work directly with Steve than you do not matter. I decided to leave the company earlier this year as I was no longer able to take the hypocrisy and other crap that continued to grow inside Apple. They have lost their way, and no longer do they Think Different but think as most of the extremely rich and greedy corporations out there.
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On Mar 30, 2008 @ 1:17 am, David Said:
Ok, just because ONE employee did this, it doesn’t mean that everyone at Apple is like this. The title “Apple doesn’t care about its customers” is completely ridiculous and unfair.
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On Mar 30, 2008 @ 1:29 am, Franco Said:
Come on!..the guy is an idiot!…You spill water, you are on your own!
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On Mar 30, 2008 @ 1:42 am, Jack Said:
The point is that your computer is toast. You have to buy a new one, it will always be cheaper to buy a new laptop when you destroy it with water . You are a fool to think about getting it repaired. The $300 is a stupid people tax that Apple charges folks that are to dumb to realize this.
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On Mar 30, 2008 @ 1:56 am, Stevie Jobs Said:
So you really think Apple should have do deal with one morons stupidity…no…the dude is moron for even calling the 2nd time…
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On Mar 30, 2008 @ 2:13 am, mike Said:
this is obviously fake as i have dealt with apple on many occasions and have to discover a similar experience. its just some dood looking for internet press/sympathy. weak sauce my friend.
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On Mar 30, 2008 @ 2:32 am, HP vs Apple Said:
When I spilled an entire Heineken on my HP laptop I got somebody on the phone right away. They told me the cost to fix was $225. I recieved a shipping box in two days, called for pickup of the box and a week later I got it back. They replaced pretty much everything except the display. Fan for life.
Next time I had a problem with a different notebook, there was a problem with the power supply connection. I was 1 month out of warranty. They told me to buy the extended warranty for $200, even though it had already expired and then I got the same service with another year of warranty. But this time they wiped my Linux dual boot install and put on the XP home edition, for no apparent reason. Next time I’ll
swap out the drive first.
Still, I much prefer HP’s support to Dell. Apple has the same customer service attitude that Sony does. I won’t deal with either one.
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On Mar 30, 2008 @ 2:53 am, Jbain Said:
It’s called a diagnostics fee. Very few places will do an in depth check into what is wrong with a system without charging one. Why should a Tech spend 4 hours trying to diagnose a problem only to find out it can’t be fixed(for a reasonable price) and not get paid for it? $300 is a bit pricey but every thing Apple(tm) is.
I doubt any of you would find it odd if an auto mechanic charged a flat rate to just find out what’s wrong with an engine, not fix it.
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On Mar 30, 2008 @ 3:19 am, some young guy Said:
hello mcfly! overwhelming evidence of what?
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On Mar 30, 2008 @ 3:31 am, EllisGL Said:
I’ve worked at company doing tech support and repairs. Water damage is a pain in the ass to repair. To look at this type of damage and determine if you can save it by replacing a capacitor or resistor can take a lot time. Of course you try to figure out which components, modules or boards work and then just replace what doesn’t. On a laptop, there are not many modules or boards to deal with. You have the keyboard, you have the main board, you have some power boards, maybe a modem as removable board, Nic, blue tooth, hdd…
So all and all I would have said “F it - get a new one and see if I get my data off the drive”. Of course that is me. Laptops parts are generally over priced and it’s usually cheaper to buy a new laptop if something goes wrong, unless you have have one hell of a warranty on it and it’s less than 2 years old.
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On Mar 30, 2008 @ 3:37 am, Yak Said:
I’m surprised the guy is emailing a corporate executive and can’t spell or use the correct words. He wrote “their” instead of “there”. At least he didn’t use “they’re” like most dumbasses. If you want to be taken seriously at that level, learn how to compose a couple of short sentences. If english is his second language he can be forgiven, otherwise go back to school.
Here’s another tip for you Brain-O, keep your beverages away from your expensive electronics or at least don’t bathe with your laptop.
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On Mar 30, 2008 @ 3:55 am, Rob Said:
This was quite amusing, but what do you expect. Take it to an apple store you moron. You cant call upon corporate for anything anymore. Especially S. Jobs who I know for a fact doesn’t view those e-mail directly anymore because I know people who have spammed that e-mail on many occasions. Seriously take it to someone who can take the comp apart and examine the hardware. The apple you know is just a front they have terrible policy when it comes to product. My main example here would be the i-phone.
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On Mar 30, 2008 @ 5:32 am, Jared Said:
I used to sell mobile phones and all our repairs would charge a few to look at a water damaged phone. It’s nothing new and been going on for years. What if they couldn’t repair the laptop. Would you then cough money to pay for the labour of the tech who tested your machine. No way, why would you. It’s a broken machine. I saw it so many times. Person sends phone away, phone is water damaged. Repairer charges fee, customer never pays it and never picks up the phone. I don’t blame Apple at all for this.
As for the response from Steve. I doubt he would something like that. Even if the guy is arrogant, I doubt he would. It’s someone else. Or maybe the guy that is complaining is making it up so that he may get a new laptop or get his other one fixed. All a little suss to me.
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On Mar 30, 2008 @ 6:14 am, Dorrik Said:
The $300 bucks seems over the top just to look at the laptop. If I take my car to the garage with a problem they give me an estimate to fix the damage they don’t charge for looking at the problem.
Moral of the story is make sure your laptop is covered by home contents insurance.
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On Mar 30, 2008 @ 6:20 am, Stephen A Said:
Argh this is so annoying - if its genuine its still the same sort of response you get from everyone, the guy is trying it on, to shame Apple into repairing something he broke. If it had just failed on its own then fine, he would have some cause for argument, but thats what warranties are for… If I crash my car I don’t write a letter to the company complaining at how much they charge to repair it, I talk to my insurance company, if i’m covered great, if not its my expensive mistake - same here. Yeah the response (if any of this is genuine) is a bit flippant but its basically correct!
Oh, 6 months ago I destroyed my Macbook spilling a glass of wine on it but I didn’t complain to Apple, or the vinyeard that made the wine for allowing me to do it, I swore a bit and coughed up - thats life!
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On Mar 30, 2008 @ 7:11 am, littlegraysheep Said:
The customer destroyed it himself…I hope that steve really answered, cuz it’s a great responce and the owner really is looking just to blow out steam!
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On Mar 30, 2008 @ 7:30 am, Andrew Said:
BS, pure and simple. Steve Jobs doesn’t see 99% of mails sent to the above address, they are answered by a PR person.
Posting this story as fact without verification from Apple is poor journalism at best, whoring for hits at worst.
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On Mar 30, 2008 @ 8:07 am, Stephan Said:
I am an Apple user, and like the products. I keep reading reports of disgruntled Apple users who were turned down by Apple customer care. Here is what I don´t understand:
Apple provides premium products at a premium pricing. Normally especially in this segment you have a reasonable expectation of the company going the extra mile in order to provide you with good service. It wouldn´t kill them to show a little goodwill in providing repairs that go beyond the official terms of the warranty. They have a loyal fanbase that they piss off with treatment like that.
Again, they´re not selling discounted products at cut throat prices, they could totally afford good service and would profit from it with repeat and increased sales.
How many times have I heard friends tell me of their excellent customer service experiences…
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On Mar 30, 2008 @ 8:34 am, themonkman Said:
Oh come on! No company is going to look at your computer for free if you water damage it without accidental coverage. Nobody. If you have ever worked for a big company in their warranty or non-warranty laptop repair center, you know how long it takes to properly identify all of the parts damaged directly by liquids and the parts that that were indirectly damaged by the parts that sustained the water damage. I’ve worked on one system that took me 3 days to diagnose because one customer insisted on it AND agreed to pay upfront with no guarantee of results. Needless to say, he really liked his Vaio (I really don’t know why, because that system he had was ridden with engineering flaws).
Look people, before you get your panties all up in a bunch, just accept the fact that you cannot expect any more from Apple than you do from any other Fortune 500 company. Also accept that if your dumb enough to have liquids anywhere near your laptop, you will inevitably sustain liquid damage to it one day or another. Also accept that like a phone, once liquid damaged you can almost always (there are exceptions) write that device off as a loss. It’ll almost always be less expensive to replace it than it is to repair it.
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On Mar 30, 2008 @ 10:01 am, Real Estate Blogs Said:
As a mac book pro owner myself, I can say I take pretty good care of it. If I spilled water on it- I would be more than happy to spend the $300 on it to fix it- so my question is - if you have a $4K laptop- why are skimping on fixing it. I have had problems with my mac like a hard drive failure and Apple Care was AWESOME- even gave me a free Nano becasue they had to order a replacement from Japan. So, no sympathies for the dumbell who poured water on their machine.
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On Mar 30, 2008 @ 10:09 am, Rob Said:
Cry me a river, build me a bridge, and get over yourselves.
I used to work at the big Blue and Yellow Sweatshop. Do you realize how much money we had to write off on a monthly basis for crap that people send out to be repaired, then didn’t come and get because it cost too much? Dropped cameras, laptops, water damaged hardware (PCs, TVs, Portable DVD players) hell, we even had a roach-infested microwave sit in our back room for the three-month period it took to call it abandoned.
I fully support Apple (Never thought I’d be typing THOSE words) in their requirement of a fee up front. Opening that laptop up and finding out the extent of the damage to the hardware is going to be a lengthy process. Hence the fee. And don’t forget that the average consumer isn’t that bright all the time. In my current Hell Desk situation, I’ve had people tell me they got a new computer, only to find it running Windows 98. How is that new? They just bought it from someone. Nevermind the fact that the components were put together before my HS Graduation in 2000.
If you don’t like the policy, don’t buy the product. If you don’t know the policy, you probably didn’t read the whole EULA, and whose fault is that?
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On Mar 30, 2008 @ 10:24 am, James Katt Said:
This article is fake.
Apple gets the highest customer satisfaction rates of any electronics company.
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