Linked by Thom Holwerda on Wed 18th Apr 2012 23:37 UTC
Apple Dude buys $4000 MacBook Pro. GPU make/model in this laptop is proven to be defective. Apple launches repair program that covers the machine. Apple refuses to fix or replace the dude's $4000 laptop. Dude tries several different ways of getting Apple to admit fault. Apple doesn't budge. Case goes to court, in front of a judge. Apple sends two (2) (twee) (deux) (zwei) (dos) (dva) (dau) lawyers to handle the case. Dude takes care of his own defense, obliterates Apple. Judge summons Apple to pay for the laptop and court costs. During the court case, the Apple lawyers admit openly that replacing the logic board would have cost Apple nothing, since Nvidia foots the bill. Apple paid for two, most likely quite expensive lawyers, to prevent having to pay nothing to replace a laptop. This is pure insanity.
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RE[2]: Battery
by stestagg on Thu 19th Apr 2012 14:16 UTC in reply to "RE: Battery"
stestagg
Member since:
2006-06-03

Well, the hardware quality (on the whole) of apple products is very high, it's hard to dispute that.

Customer service/relationship management is a whole different story.

Reply Parent Score: 2

RE[3]: Battery
by voidlogic on Thu 19th Apr 2012 19:36 in reply to "RE[2]: Battery"
voidlogic Member since:
2005-09-03

"Well, the hardware quality (on the whole) of apple products is very high, it's hard to dispute that."

You must be talking about the shiny brushed metal shell, everyone else is talking about what is inside that shell.

Dell is average quality. Apple often uses the same parts as a Dell. Thus Apple items are often average quality as well.

I'll agree with you about the shell, great quality there!

Reply Parent Score: 3

RE[4]: Battery
by stestagg on Thu 19th Apr 2012 23:03 in reply to "RE[3]: Battery"
stestagg Member since:
2006-06-03

No, the quality I was talking about is the whole user experience.

Good hardware choices for the models available
high quality screens, touchpads, keyboards
very good hardware/software integration

The value-for-money of apple products may be poor, the customer management, worker factory conditions and individual software decisions all have problems, but it's hard to argue that apple products are not high quality

Reply Parent Score: 2

RE[4]: Battery
by phoehne on Fri 20th Apr 2012 16:58 in reply to "RE[3]: Battery"
phoehne Member since:
2006-08-26

Nope, actually, as products go they score very well in customer satisfaction surveys. Anecdotally (and that's all the occasional post about 'I once bought a ...' are), I've owned a number of Apple products (Power Book 100, Power Mac 6100/60, Apple G3 B&W, 12 PowerBook, 1 Core Duo Mac Book, 1 Core2 Duo Mac Book and a 15" MacBook pro, iPod nano, iPhone 1st Gen, iPhone 3Gs, and now iPhone 4S). I'm still using the Core2 Duo Mac Book (just over 5 years old) along with the 15" MacBook Pro. All the other systems I have given away after 5+ years of use (or in the case of phones after losing them). That's a much better track record than the Dells I've had for work, phones by Samsung and Motorola, where pieces would break.

So far so good, but that's purely anecdotal. When you look at a lot of reviews, like JD Power or Consumer Reports, Apple tends to have strong products which indicates a consistently strong quality across the brand. Delivering quality products does not mean that every single unit rolling off the line is perfect, but rather the overall score for the product line is good. Having multiple products that achieve strong scores over several years means your company has strong over-all quality, but there are still duds and snafus. Just because my Samsung phones didn't work out, does not mean Samsung cannot produce a high quality phone. In fact, they're doing a much better job now at making phones.

A lot of manufacturers should be aware, especially in the age of social networking, that fixing someone's problem may not get tweeted, but not fixing what's most likely a problem with the product *will* get tweeted, posted, blogged, re-posted, linked to and commented on. Shame on Apple for sending two lawyers to fight an issue when they were clearly in the wrong.

Edited 2012-04-20 17:02 UTC

Reply Parent Score: 1