5 ms·

Interesting. I've had the exact same problem, and yet what happened to me was the best customer service I've ever experienced. I had bought a 15" retina MBP a

by burriko 14y ago

Interesting. I've had the exact same problem, and yet what happened to me was the best customer service I've ever experienced. I had bought a 15" retina MBP at launch, but only noticed the ghosting last month. After booking an appointment with a 'genius' online I arrived ready to argue my case. What actually happened was that the 'genius' agreed with me straight away that the ghosting was intolerable, and without doing any testing besides what I'd shown him recommended that they replace the screen. I left my MBP at the Apple Store and 3 hours later received a phone call to say that the repair had been completed and my machine was ready for collection. I don't think there's another computer supplier that:- A. I could book an appointment online to get my laptop looked at the same day. B. Actually has a local store with support staff. C. Could carry out the repair at said store, the very same day.

stcredzero 14y ago
> Interesting. I've had the exact same problem, and yet what happened to me was the best customer service I've ever experienced. Not all geniuses are created equal. Some of them are horrible. Some are great. It's like any other population of human beings. I've gotten both kinds.
- intellegacy 14y ago
  That's nonsensical. Apple is marketing these staff as "geniuses". They're supposed to operate on a higher standard than the stereotypical brain-dead tech support; thus we should hold them to that standard. If Apple's standards are as low as those of other companies then they really don't deserve to earn the price premium they charge.
  - stcredzero 14y ago
    > That's nonsensical. Wow, I chime in with a on anecdote supporting your position, coupled with a universal truism, and you say I'm promulgating nonsense. Take a chill pill.
    - intellegacy 14y ago
      It wasn't my intention to come across as an ass, sorry. Your anecdote implies a deeper insight though: if the "genius" is just another standard tech support employee then Apple's use of the moniker is misplaced.
      - stcredzero 14y ago
        > then Apple's use of the moniker is misplaced It's called marketing. Also, don't believe everything you read.
WayneDB 14y ago
It's not unheard of. I've had Dell service people out to my office on the same day. I don't think Apple even offers on-site service.
ericabiz 14y ago
Both Dell and Lenovo offer on-site service where a tech comes to you. It's an upgrade from their "standard" warranty service, but totally worth the extra $, especially if you rely on your computer. In addition, they both have "accidental damage" with some of the higher-end warranties, so they'll cover you e.g. if you spill soda in your laptop. More info: Lenovo: http://www.lenovo.com/services_warranty/US/en/lenovo-warranty.html http://www.lenovo.com/services_warranty/US/en/lenovo-warrant... Dell: http://www.dell.com/content/topics/segtopic.aspx/services/services_warranty_glossary?c=us&l=en&cs=04 http://www.dell.com/content/topics/segtopic.aspx/services/se...
- josephcooney 14y ago
  And Dell often throw in the on-site support option for free for a year or so, if you buy their higher-end models
- madeofchalk 14y ago
  For what it's worth, Apple also offers on-site with AppleCare. And then in the cases for certain quality programs, such as the iMac hard drive replacement [1], they will do on-site even if you don't have AppleCare and/or are out of your 1 year warranty. [1]: http://www.apple.com/au/support/imac-harddrive/ http://www.apple.com/au/support/imac-harddrive/
jph 14y ago
Lenovo's service and support is superb. I have had screen repairs from both Lenovo and Apple this year, and Lenovo completely impressed me with their speed, courtesy, and follow through-- they sent a repairman to my office with a brand new screen, all fully covered by warranty.
dagw 14y ago
My dad broke the screen on his work Dell laptop. Entirely his fault. He called up Dell and they said they'd send a tech to his office to replace the screen. My dad said he was working from home that day and Dell said fair enough and sent the tech to his house. He had the screen fixed later that afternoon. Now obviously I'm sure my dad's company pays handsomely for that service, but my point is that many companies do a lot better than Apple if you're willing to pay for it.
keithpeter 14y ago
UK or US? OP is in UK. Might be a significant fact, sadly.
- burriko 14y ago
  I'm also in the UK. It was the Apple Store in Newcastle.
  - keithpeter 14y ago
    Then, Sir, you are blessed.

by burriko 14y ago

stcredzero 14y ago

> Interesting. I've had the exact same problem, and yet what happened to me was the best customer service I've ever experienced. Not all geniuses are created equal. Some of them are horrible. Some are great. It's like any other population of human beings. I've gotten both kinds.

intellegacy 14y ago
That's nonsensical. Apple is marketing these staff as "geniuses". They're supposed to operate on a higher standard than the stereotypical brain-dead tech support; thus we should hold them to that standard. If Apple's standards are as low as those of other companies then they really don't deserve to earn the price premium they charge.
- stcredzero 14y ago
  > That's nonsensical. Wow, I chime in with a on anecdote supporting your position, coupled with a universal truism, and you say I'm promulgating nonsense. Take a chill pill.
  - intellegacy 14y ago
    It wasn't my intention to come across as an ass, sorry. Your anecdote implies a deeper insight though: if the "genius" is just another standard tech support employee then Apple's use of the moniker is misplaced.
    - stcredzero 14y ago
      > then Apple's use of the moniker is misplaced It's called marketing. Also, don't believe everything you read.

WayneDB 14y ago

It's not unheard of. I've had Dell service people out to my office on the same day. I don't think Apple even offers on-site service.

ericabiz 14y ago

Both Dell and Lenovo offer on-site service where a tech comes to you. It's an upgrade from their "standard" warranty service, but totally worth the extra $, especially if you rely on your computer. In addition, they both have "accidental damage" with some of the higher-end warranties, so they'll cover you e.g. if you spill soda in your laptop. More info: Lenovo: http://www.lenovo.com/services_warranty/US/en/lenovo-warranty.html http://www.lenovo.com/services_warranty/US/en/lenovo-warrant... Dell: http://www.dell.com/content/topics/segtopic.aspx/services/services_warranty_glossary?c=us&l=en&cs=04 http://www.dell.com/content/topics/segtopic.aspx/services/se...

josephcooney 14y ago
And Dell often throw in the on-site support option for free for a year or so, if you buy their higher-end models
madeofchalk 14y ago
For what it's worth, Apple also offers on-site with AppleCare. And then in the cases for certain quality programs, such as the iMac hard drive replacement [1], they will do on-site even if you don't have AppleCare and/or are out of your 1 year warranty. [1]: http://www.apple.com/au/support/imac-harddrive/ http://www.apple.com/au/support/imac-harddrive/

jph 14y ago

Lenovo's service and support is superb. I have had screen repairs from both Lenovo and Apple this year, and Lenovo completely impressed me with their speed, courtesy, and follow through-- they sent a repairman to my office with a brand new screen, all fully covered by warranty.

dagw 14y ago

My dad broke the screen on his work Dell laptop. Entirely his fault. He called up Dell and they said they'd send a tech to his office to replace the screen. My dad said he was working from home that day and Dell said fair enough and sent the tech to his house. He had the screen fixed later that afternoon. Now obviously I'm sure my dad's company pays handsomely for that service, but my point is that many companies do a lot better than Apple if you're willing to pay for it.

keithpeter 14y ago

UK or US? OP is in UK. Might be a significant fact, sadly.

burriko 14y ago
I'm also in the UK. It was the Apple Store in Newcastle.
- keithpeter 14y ago
  Then, Sir, you are blessed.