
Let me put it right away: I’m a big Apple fan, have spent a lot of bucks in Apple products (laptops, iPods, etc). They are great at what they do, more innovative than many companies and have triggered revolutions in the IT world: one in the world of computers with Mac OSX and Intel-based Macs, one in the world of digital music with the iTunes/iPod combination and now another in the world of communication with the iPhone. I could go on for hours and praise the company’s achievements but it would be of a little interest since it’s all over the media already: see here or here or here
What I’d like to stress in this post is that while looking ahead to reinvent the future, Apple is sometimes leaving some behind, stuck with their faulty products. Here are my two criticisms towards Apple: the quality of hardware is generally quite bad and the quality of their customer service just sucks, in Europe, and especially in France where I live.
As far as the quality of hardware is concerned, a personal account of what happened to me can be a good illustration: I bought a PowerBook G4 in April 2004. In December 2005, the hard drive melted for an unknown reason and I had to spend an extra 600 euros to get it fixed. Not only did I lose money in the operation, I also lost data and time…the bill was therefore slightly higher than the 600 euros I had to pay.
Then I bought 2 ipods. The first one and I met around February 2005. By the beginning of 2006, the battery was dead and the beast could only work if plugged… not so useful for a mobile device. I decided to buy another one in mid 2006 (and nice black iPod video) and guess what…3 months after the purchase, the hard drive crashed and let my music fly in the air… Thanks to the warranty (and to my patience) I got it replaced for free… yes… but what about the music I definitely lost on that occasion ? Nobody seemed to care.
Finally, I bought a wireless mighty mouse in October 2006 (60 euros on the Apple store online) and you’ve already guessed what happened… a couple days ago it broke… something inside said the technician… Luckily I’m still covered by the warranty and should receive a new one in a couple of days…So the conclusion is that ALL my Apple products broke at some point ! Not so great for a company that want to reinvent the future. Let me just give a piece of advice to iPhone users: store your data somewhere because crashes will be likely.
This leads me to my second criticism: the customer service sucks. In France, Apple hasn’t been willing to open Apple stores. Instead we have “Apple shops” that opened a few weeks ago. These are a total rip off. They are located within Fnac and are nothing more than a little stand where Apple products are sold. In the background wall, you have cheesy videos showing how life becomes beautiful with Apple products in the family and… that’s it. I went to an Apple shop to get my mouse repaired. I got laughed at. What did I believe ? They’ll fix only products bought at Fnac. ” We don’t give a crap about Apple store online. We are not Apple, we are Fnac…” yeah! well it says Apple shop and not Fnac shop. so here comes the tricky part : finding a reseller that actually repairs Apple products bought online (I wanted to avoid the exchange by mail since it takes forever). Once you have walked for hours in Paris to find someone with an Apple logo on the door, you’re not done…
I entered this reseller in the fifth arrondissement, showed him my mouse and my invoice from the Apple store online. Well, that’s not enough my boy. You need - hold on - the serial number of a mac computer to get your mouse repaired or exchanged. Let me repeat this: to open a customer file, Apple imposes on its reseller to have the serial number of a Mac, even to repair a separate accessory bought some two years later or so ! So I had to call back to communicate my PowerBook serial number in order to get my mouse replaced…Another waste of my time, something Apple does not seem to value very much… Well, Apple, if you pretend to be modern, you should be able to exchange products with the invoice when under warranty… Why don’t you ask other things such as the serial number of the 1st Mac you ever owned, the serial number of your car or the serial number of your copy of Mac OS X ?
The question is… what do you do if you don’t own a Mac ? well, too bad. You can’t go to a reseller. You have to go for the mail exchange programme. oh, by the way in that case, they ask for another serial : your credit card number…
Technorati Tags: Apple, Apple store, Powerbook, iPod, repair