Tuesday, January 02, 2007

AppleCare Customer Service

Robert Scoble recently said Never Piss off a 12-year old. He is talking about Apple's service toward his son's new MacBook Pro Core 2 Duo. I posted the following comment:

I sent in a 3 year old iBook G4 on 12/24 (box arrived 3 days earlier, got DHL to pick up on the 24th) to fix 5 different problems (wife’s computer, she beats on it) and it came back on 12/28 completely repaired. Great customer service. A friend’s MacBook Pro Core Duo needs to have the keyboard replaced. Apple told her it would take 1 week to order the part and another 2 days to do the repair. That is bad customer service, especially for such a seemingly simple repair as a keyboard replacement. We have 1 MacBook Pro Core 2 Duo with zero problems, 1 month old.
Then I followed up with this:
So I think the trend might be that supplies are tight on MacBook related parts, but plentiful on older G4 related parts, thus customer service is taking longer.