We consider Apple a different company. It is undeniable that its products are of quality but, in my opinion, one of the areas that the company most differentiates itself from the competition is after sales / customer support. You are unlikely to find another company so willing to solve your problem as Ma. Has your iPhone broken? Take a new one here! Is your Mac in trouble? Just go to an Apple Retail Store or an Apple Authorized Service Center to get things sorted out to the best of your ability. And usually (overwhelmingly often), the client is 100% satisfied with the outcome of the case. That's one of the big reasons I have been an Apple customer / user since 2005.
On the other hand, we know that companies are susceptible to failure. We usually post here only the most serious ones that cover a certain number of people (like the case of iPhones 6s that are oxidizing / peeling). This does not mean that we do not disclose ?individual? issues, such as what Rafael had with a single MacBook Pro key and that, to be fixed, requires the exchange of all top case from the notebook (a broken key will make you shell out $ 2,100, forcing you to purchase several parts you don't need).
Whenever we publish a controversial article involving a problem with Apple products, we receive dozens of emails and contacts from readers with similar stories. The idea, however, is not to transform on a "wailing wall" and go out and spread it all. As I said, we know that companies including Apple are susceptible to failure. It is up to the customer to know when he is right, and even if he does not get the support he is supposed to, run after. But what happened to the reader Rodrigo Menezes It really impressed us to the point of making your story public.
The story is so impressive that we prefer to replicate it in full, below:
I recently read the May issue in which Rafael Fischmann reported spending over $ 2,100 to fix a single keystroke on his MacBook Pro. Then I remembered my own very similar experience that you may be interested in publishing.
I'm 18 years old and I live in Rio de Janeiro. I work as a software developer freelancer. I have been in love with information technology since I was 8 years old, when I won a programming book about Visual Basic for Applications (VBA), and for information security since I was about the same time when I attended a certification course Mac OS X Server Essentials v10.6, in So Paulo, at A Interface.
I don't remember exactly when I became a fan and started following Apple, but I know it was in 2011 that I got a 13-inch MacBook Pro purchased by my grandmother on BarraShopping's iTown. That same, the first Apple Premium Reseller (APR) in Rio de Janeiro. At the time we were not offered AppleCare, but an extended warranty from Cardif, which we accept.
With this MacBook and my iPhone 4s, which was also bought with a lot of effort from my family, I developed an iOS app for a health company and, with the payment, I bought an ASUS notebook so it wouldn't be harmed in my work. if there were any problems with the Apple computer. I certainly would have preferred to buy another Mac, but by then the prices had gone up enough to make it impossible.
Well, the MacBook remained my main machine until mid-2015, when, nearing the end of the extended warranty period, it had problems with the SD card reader, optical drive, and keyboard. One specific key, E, began to undock frequently during typing.
I turned to iTown technical support. They fixed the defect of the SD reader and optical drive by replacing the MacBook logic board, but refused to provide the solution for the faulty key, claiming it would be an aesthetic problem. The case was taken Justia and the judge ordered the key to be repaired or the insurer to offer a new (Mac). Promising the repair, Cardif sent technicians to remove the computer from my home. (He) would be returned by October 22, 2015, a promise that was not fulfilled.
On October 26, 2015, I attended an event at the Federal Rural University of Rio de Janeiro (UFRRJ) to present a software project that I had developed. Luckily I was able to improvise with the ASUS notebook and conduct the presentation, but with a lot of inconvenience as I was counting on the return of the MacBook Pro on the scheduled date.
Shortly thereafter, Cardif finally announced its intentions: would not return the computer and pay for it the same amount for which we were sold in 2011, $ 3,500, contrary to court decision. Needless to say, today, similar MacBook Pro prices are way above that, and if you accepted the value, it wouldn't be enough to buy another. So I would still have no Mac to study and work with. I requested the computer back without the repair, which would be even better. They refused to comply (send the machine). The new facts have been added to the lawsuit that is still in court today against the insurer.
In short, what happened in my case was not losing $ 2,100 for a key, but the entire MacBook Pro, being forced to stay out of the Apple world and missing out on numerous opportunities as an information technology professional. Of course, Cardif is the most vile of the case, but it cannot be denied the participation of iTown and, of course, Apple Brazil itself.
How does the company offer the amount paid in 2011 for a machine? And how do you refuse to return the computer? Simply amazing even more so for a case that is already in justice.
As I mentioned above, at the beginning of the article, our idea is not to disclose any problems that customers have with Apple products, but this story no doubt has exceeded any common sense threshold.
Update · 10/20/2016 at 16:31
Rodrigo contacted us this week to tell how the outcome of the case happened.
According to him, Cardif fulfilled the court decision to pay compensation for the keyboard defect and, after much insistence, finally agreed to return the computer (which was received by Rodrigo on Tuesday, 18/10). The notebook, unfortunately, is not in the same condition as the assistance contracted by the insurer (which removed it a year ago), with a trackpad defect that was nonexistent until then. Rodrigo thinks that the problem may be linked to a kind of wooden foot that was found on the screen and keyboard that residue may have also entered the trackpad, but there is no way to know for sure.
Life goes on.