Linked by Thom Holwerda on Thu 27th Sep 2012 19:36 UTC
Apple I bought a brand new iMac on Tuesday. I'm pretty sure this will come as a surprise to some, so I figured I might as well offer some background information about this choice - maybe it'll help other people who are also pondering what to buy as their next computer.
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RE[4]: Support and warranty
by henderson101 on Fri 28th Sep 2012 14:21 UTC in reply to "RE[3]: Support and warranty"
henderson101
Member since:
2006-05-30

Where are you located though? We were in the UK, first line support at the time was based in the ROI (Republic or Ireland, which would be "Canada" to a US analogue) and the support was subcontracted to a service centre somewhere in the UK.

If sending a laptop in for the same easily viewable issue (half of the LCD stopped refreshing and gradually degraded to a greyish block) and it being sent back 3 times as "fixed", only to *still* exhibit the same issue with in an hour of use - if that is good service, I can live without Dell support, Dell hardware and be a much happier and well balanced individual.

At the time, my job involved presenting to delegates on training courses that averaged to 4 working days in length (Mon - Thurs, 9:30 - 4:30pm, half day of Friday.) Having an unreliable laptop was simply *not* an option. That the MD of my company had to even get involved, threaten the main contact we had at Dell was just pathetic.

My experience with Apple is 100% the polar opposite. My iPhone 3G had a few hairline cracks around the dock connector - they replaced it out of warranty, no questions, no hassle, no pain. Later, my 3GS digitizer failed - fixed whilst I waited (yes, it was in Apple care, but that is not the point.) They didn't need to go out of their way to be courteous and efficient, but they were.

My brother-in-law had an even better experience - his G4 PSU blew, taking the logic board. He had extended Apple Care and they gave him a new Intel based Mac Pro as a replacement.

Reply Parent Score: 2

RE[5]: Support and warranty
by steve119 on Fri 28th Sep 2012 14:48 in reply to "RE[4]: Support and warranty"
steve119 Member since:
2012-09-27

I know of friends that have had faulty PC equipment and apple UK stores have gone through to the back and swapped equipment no questions asked, and yet I have went into dixons(currys) and asked for a replacement and they look at you as if you had just demanded the till money.

I Need to ask this, but how many stores in the US sit you down and make sure you are comfortable with your purchase before letting you leave with it free? I've never seen that level in any PC shop over here(although I believe pcworld do something similar now), maybe the US are spoilt over there with their electronics/PC stores?

This level of support is probably the reason why people go back to apple, at least in the UK.

Edited 2012-09-28 14:50 UTC

Reply Parent Score: 1

RE[5]: Support and warranty
by BushLin on Fri 28th Sep 2012 20:38 in reply to "RE[4]: Support and warranty"
BushLin Member since:
2011-01-26

You may have noticed I mention Optiplex and Latitude systems which come as standard with a 3 year on-site warranty (i.e. they don't take your kit away).
I have no experience with their consumer support, maybe your experience is typical but my experience of Dell's business support has been exemplary over a long period.
This is in the UK BTW, I have less impressive things to say about their account management but the focus seems to be on support.

Reply Parent Score: 1

henderson101 Member since:
2006-05-30

The laptop was an Inspiron 7500, which at the time was classed as a business class device.

Reply Parent Score: 2