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I’ve been using Apple computers for over ten years. I own a MacPro with Dual Quad processors, 32GB RAM, 12TB Hard Drive Space, a 17” MacBbook Pro, several iPods and an iPad.
I remember when Apple’s customer service philosophy was, “Take an unhappy customer and turn them into our best promoter.”
The battery in my MacBook Pro swelled to the point that the seams broke. I went to the Apple Store located at Easton Towne Center in Columbus, Ohio. I had been aware of this problem from reading about it a couple of years ago. Evidently, it had always been Apple’s policy to replace the batter, as it is completely defective, and I have several acquaintances that did receive free battery replacements.
Now however, the Easton Store Manager was prepared with a myriad of excuses why Apple should not replace this battery. 1.) The manager said, “The swelling is an indication that the battery has exceeded its useful life.” I said, “A battery coming apart is an interesting indicator that the battery is no longer useable. The “self-destruct” thing is only ‘pretend’ on Mission Impossible” 2.) The manager then said, “If you bought some Duracell’s and they stopped working, would you expect them to be replaced?” I said, “Yes, if they came apart like this battery.”
The store manager basically told me to go pound rocks. No replacement!
I seem to see this attitude with other corporations that are experiencing a slowdown in business, or increased competition. Rather than deal with the competition by providing better products and service, it seems that the order of today is, “Our revenues are slow, so we’ll make up the revenue by putting the screws to our current customers.”
It is my opinion that Apple has implemented major doctrinal shift in its customer service policy to a “Screw You” strategy.
Today’s PC running dual-boot Windows and Linux is every bit as powerful as a Mac. Samsung is beating the crap out of Apple on phones, tablets and phablets, and with Apple's customer service agenda, I see Samsung shares populating my 401(k).
Mac continues to be arrogantly over priced, which I didn’t mind as long as the company stood behind its products.
These Chinese-made batteries are simply a manufacturers defect and Apple just got tired of providing customer support.
Apple is no longer worth its inflated prices, and frankly it is now doing a splendid job of alienating its customers, thereby making Apple a risky company to depend upon for mission critical equipment and software.
Who wants to depend on a company that is going out of its way to alienate its customer base? Once Apple’s customer base gets small enough, I do not want to be dependent on a supplier that is romancing bankruptcy. History is about to repeat itself and Apple’s management is as oblivious as it was the last time the company was on the fast-track to self-annihilation.
Apple successfully took this very loyal customer and made him its best promoter. I will forever go out of my way to scream at the top of my lungs how Apple has reneged on its obligations to provide acceptable customer service.
I will never buy another Apple product. Good job Apple - you probably saved twenty bucks today.
- BokuMobile Software Development Engineer, 2011 - present
- Apps by birbeckOwner / Android Developer, 2010 - present
- Portline Web Site BuildersWeb Applications Developer, 2005 - 2011
- Monster.comWeb Developer, 1999 - 2000
- VirtualRelocation.comWeb Developer, 1998 - 1999
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