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[3]: Customer satisfaction
by MOS6510 on Thu 19th Apr 2012 14:55 UTC in reply to "RE[2]: Customer satisfaction"
MOS6510
Member since:
2011-05-12


Of course. There can only be one unhappy customer per Apple.


I didn't say that. You doubted the argument of two people that was based on customer satisfaction surveys and you used this article which only mentions one person. Despite his legal problems with Apple he may very well be a satisfied Apple user if he has a number of other products that work fine.

There are probably a lot of customers out there that aren't happy with Apple products, but they are, based on statistical probability, outnumbered by satisfied ones.

There are even a lot of people out there who have never used an Apple product and claim not to like their products.


I wonder how many Apple customers accept their lot in life and just buy a new one when an old one breaks and how they don't fit into the calculation of customer satisfaction.


If they buy a new one it seems they were satisfied with the old one. Should my iPad break down now I'll buy a new one tomorrow (unless I can find a shop that's still open today).

Reply Parent Score: 2

RE[4]: Customer satisfaction
by kwan_e on Thu 19th Apr 2012 15:02 in reply to "RE[3]: Customer satisfaction"
kwan_e Member since:
2007-02-18

If they buy a new one it seems they were satisfied with the old one. Should my iPad break down now I'll buy a new one tomorrow (unless I can find a shop that's still open today).


And people wonder why I don't trust customer satisfaction surveys. A broken iPad wouldn't decrease your satisfaction. Buying a new one, rather than trying to get it repaired and facing Apple's poor customer service, obviously skews these surveys.

It's all smoke and mirrors.

Reply Parent Score: 2

RE[5]: Customer satisfaction
by MOS6510 on Thu 19th Apr 2012 15:10 in reply to "RE[4]: Customer satisfaction"
MOS6510 Member since:
2011-05-12

Well, if you buy something expensive science has shown you're more likely to rate it favorable either because psychologically you think that expensive equals better, but also because you wouldn't want to admit you misspend your hard earned money.

Apple does very effective marketing, packaging and created a kind of "above the rest" image, this makes customers more inclined to believe what they have is better than they would think if it didn't have an Apple logo.

Still, in every lie in some truth and I don't think Apple products would be rated good if they were in fact awful. So they are probably pretty good, but may be overrated by some.

Reply Parent Score: 2

RE[4]: Customer satisfaction
by karunko on Fri 20th Apr 2012 07:57 in reply to "RE[3]: Customer satisfaction"
karunko Member since:
2008-10-28

Should my iPad break down now I'll buy a new one tomorrow (unless I can find a shop that's still open today).

What do you mean "break down"? If you mean you dropped it and/or it's been run over by a truck I wouldn't argue with that. If, on the other hand, you are suggesting that you'd buy a new one even after an hardware failure, then you are The Perfect Apple Customer! ;-)


RT.

Reply Parent Score: 2

RE[5]: Customer satisfaction
by MOS6510 on Fri 20th Apr 2012 08:05 in reply to "RE[4]: Customer satisfaction"
MOS6510 Member since:
2011-05-12

That does have a nice ring to it!

The reason why doesn't matter for me, if it doesn't work I'll replace it.

Until now I have been pretty lucky, I have a lot of Apple stuff and the only things that have stopped working are a few Macs from the 90's. I suspect the battery or power supply died.

Reply Parent Score: 2