Dodgy MacBooks & Scratched iPhones: Is Apple King of Customer Support?

Ads by Google

apple customer supportMisplaced brand loyalty – or brand disloyalty as it sometimes manifests itself – is a game I gave up on long ago. Speaking from experience, buying or ignoring a certain company’s products “just because” without duly considering the real pros and cons is a mug’s game.

Apple have arguably one of the best regarded customer service records of all large-scale technology manufacturers. Of course there are horror stories, but on the whole the expensive shiny products that leave their stores every day are regarded as solid investments that will last, and “just work”.

But do they? And what exactly happens when things don’t work? Here’s my own personal experiences with hardware, blue-shirts and returns.

iProblems

I’m currently typing this article from my girlfriend’s MacBook Air, despite owning my own rather expensive MacBook Pro with Retina display. My MacBook Pro is my office, it’s a mobile powerhouse that does everything I need it to and more. I bought it because I wanted a sturdy, reliable and powerful laptop, and I opted for the Retina model because the display really won me over.

That display, however, has let me down. A few weeks into my inaugural Apple computing experience I noticed that the backlight wasn’t uniformly illuminating the screen. For an AU$2,500 investment, that wasn’t quite what I had in mind so I headed back to the Apple store and the blue-shirt I spoke to quickly confirmed the problem, ordered the part and a few days later it was replaced and as-new.

apple customer support

Ads by Google

Months passed before I noticed my next problem. Just to be clear, I have had no problems with the laptop’s internals – the logic board, RAM, processor, SSD, cooling and so on all function as designed. I have a few personal issues with Mountain Lion, but software and hardware are two very different things.

Once again the Retina display was the source of my issues, and a few months after getting the display replaced I began to notice ghosting or what many refer to as image retention. This is a heavily documented issue, and while it’s not inherent to IPS panels in general, after some research I discovered the problem seems to be more prevalent in IPS screens manufactured by LG. Just to be clear Apple uses two panels in its Retina models – one from LG and the other from Samsung.

apple customer service

And so off I trotted to my nearest Apple store to get the issue looked at.

Burn-In Desire

Apple have now had so many Retina panels with this issue they have their own dedicated test for such a thing. It’s a simple checkerboard pattern that is “burned in” for 60 seconds and then if the issue persists beyond another 60 seconds of pure black they’ll agree to replace your display. I told the technician I spoke to that the issue seemed to be a lot more prevalent after the laptop had been on for some time, owing perhaps to heat. She reassured me that from my description they would invariably be replacing the screen, and sure enough I “passed” with flying colours. Apple agreed to replace the screen, reserved the part and told me to drop the laptop in when I could afford to be without it for a few days.

apple customer service

I mentioned what I had read on Apple customer support communities about LG displays having more issues than Samsung ones and was told that the store only had Samsung replacements in. This was confirmation enough that Apple seem to be taking the issue seriously, and I would be getting a Samsung display this time round. I was also told by an employee that Samsung panels have also been returned, but that the issue is much less prevalent.

While in-store I had been looking at buying an unlocked iPhone 5 outright from Apple, and at this point in time they’re still fairly rare in my locale. After their reservation system failed the day before, they had a few spare phones. Sensing an opportunity (I had been meaning to replace my carrier-locked iPhone 4 for a while) I bit the bullet and purchased an iPhone 5 too. Not a decision I took lightly, though the jump from 2010’s model to this one is a rather satisfying leap – despite what anyone tells you.

apple customer service

The staff asked me if I wanted the phone set up, but after my past iCloud restoration experiences I knew the process fairly well by now. When I got home and peeled off the protective plastic however I noticed a few things I don’t usually associate with brand new electronic items – scratches, grime and most alarmingly fibres stuck in the lens seal. Like any consumer who spends close to a grand on expensive technology, I wanted it to be perfect. I called up Apple, explained and they told me to book a Genius bar appointment for my Mac and they’d sort out the iPhone too.

Back to the Apple store I went.

The Perfect iPhone

Upon seeing the scratches and fibres I was instantly offered a straight swap, no questions asked. The employee I spoke to on the phone told me they didn’t make records of phone calls, and so I was a little concerned I would be accused of dropping or causing the issues myself but this was not to be. I duly swapped the phone and opened it there and then, removing all protective plastic and inspecting it.

On close inspection I found another, much smaller mark on the device. I asked the blue-shirt to take a look, and it was only a few minutes later that I was once again offered another iPhone 5. At this point, I started to feel like a bit of a picky consumer, demanding perfection when the unit itself had no problems besides a small cosmetic mark. If you’ve been following the news, scratches on the iPhone 5 have been making headlines with Apple cracking down on quality control standards in its manufacturing facilities and of course reports that the phone is easier to scratch due to lighter, softer aluminium being used.

apple customer support

I was quickly informed by the person serving me that “I can keep replacing these until you’re completely satisfied, it’s meant to be perfect“. That was fine by me, and for the last replacement I handed it straight to the employee who inspected every inch for marks or problems. I walked out of the Apple store confused as to why there are boxed, brand new yet scratched iPhone 5s waiting to be sold but also thoroughly impressed with the customer service I had received.

You could argue that these units should not be sold with cosmetic imperfections, and you’d be right. On the other hand, a scratch or two makes no difference to the operation of the device, all of which worked flawlessly. One thing that cements my faith in the company is the willingness to help when problems arose, no matter how trivial.

Conclusion

As I type this I’m about to leave for the Apple store to pick up my laptop that’s on its third Retina display. You might expect me to be disappointed or angry that the machine required two replacements in the first place, but I’m actually rather impressed with the whole ordeal.

I’m still not going to only consider buying Apple hardware solely in the future, and maybe I’ve been lucky, but the whole experience has left a positive impression on me, especially compared to companies who have left me feeling deflated in the past. I should add I only have the complementary AppleCare on both of these products, which is otherwise known as a standard warranty.

Have you got any returns or replacement stories? Have Apple customer support treated you well? Do you have any horror stories? Let us know about your experience with returning and repairing products in the comments, below.

Join live MakeUseOf Groups on Grouvi App Join live Groups on Grouvi
Windows Troubleshooting
Windows Troubleshooting
59 Members
Smartphone Photography
Smartphone Photography
54 Members
Awesome iPhone Apps
Awesome iPhone Apps
53 Members
Jailbreaking iOS
Jailbreaking iOS
22 Members
Apple TV Tips
Apple TV Tips
22 Members
Essential iOS Tips
Essential iOS Tips
22 Members
Mac Troubleshooting
Mac Troubleshooting
21 Members
iPhone Games You Should Try
iPhone Games You Should Try
19 Members
Apple News & Rumors
Apple News & Rumors
17 Members
Mac Switchers
Mac Switchers
16 Members
Ads by Google
Comments (28)
  • Jack Cola

    So what did Apple do with those other 2 iPhones you gave back to them? Did they rebox them and sell them as new to other “less picky” customers? (No offence Tim, I would return them as well).

    I can now see why Apple puts a high price on their products, to cover the costs of the repairs because they can’t be bothered fixing the main cause.

    Now I know why the Apple store is always busy when I walk past one…

    • Tim Brookes

      Well funny you should mention that, I asked the girl who served me what would happen to them and she didn’t really know for. She said they’d either be sold as refurbished models (which, considering they only have a few cosmetic issues is pretty good as the internals are 100% brand new and barely used) or returned to the factory and recycled.

      They won’t be sold as brand new models from what I was told.

  • Anonymous

    I’ve had multiple problems with my laptop but I will say the phone support had been good. However, I’m going to bite the bullet, and take it in to the shop for a proper inspection. So many random things have been happening, and my charger began falling apart; since then my laptop had been charging poorly. I was not treated so well when it came to my old iPhone. However, when I get the chance I’m going to try the iPhone 5.

    • Tim Brookes

      I’ve had very brief encounters with Apple’s phone support, but it too has been pretty good. They’re always true to their word about emailing and calling back to follow-up on issues, which is more than I can say for my ISP or mobile provider!

      Oddly enough, whenever I phone Apple from Australia I seem to get American people. I have no issue with this of course, I’m just wondering if they bounce the call all the way over to the US?

  • Charles Rachor

    While their customer service is a cut above the rest (i’m slightly biased against Apple, i’ll be the first to admit that) I feel like you pointed out the main points that I caught on in the article.

    Customers demand perfection especially as the price paid increases, so the customer service has to be on par. If Apple is selling phones that, when unboxed, are scratched and such, that’s a problem. However, I think customer’s should probably be willing to deal with a few scrapes every now and then. It’s probably going to get scratched up, unintentionally, within two weeks of owning it anyways.

    On the other hand, like you mentioned with the Retina display, that raises a question. If Apple knows the issue’s, should it have released that option so soon, instead of working out the kinks with customers through it’s excellent customer service? And should it really use a (relatively) soft aluminum to make it’s phones?

    I have a 2 1/2 year old Samsung laptop that has given me exactly 0 problems since I bought it. Given, I’m usually the one people call for tech support/help, so I’m a little bit more knowledgeable than the average person at taking care of a computer both physically and software-speaking. I’d rather buy a product that’s perfect out of the box and take care of it myself, rather than go through multiple trips back and forth to customer service, no matter how good it may be.

    • Tim Brookes

      I felt a bit bad complaining about a few cosmetic issues when the unit itself was perfect (regarding the iPhone here). Then again, I had paid a lot of money and as you said wanted perfection. I agree it’s probably going to get scratched by me in a few weeks anyway, but at the same time I’d like the first scratch to be one caused by me and not someone in a factory.

      Apple definitely know there’s a problem with some Retina models, mostly those with an LG IPS panel. They’ve clearly gone to some effort to get these problematic displays out of circulation at stores, but it would be nice for them to publicly recognise the issue. I did mention this on the customer satisfaction survey they sent me after the repair (not that it will do any good of course).

      On the other hand, for as long as they’re happy to replace any issues I find, I’m happy with the company. I can’t stress how much I enjoy using the laptop, so maybe that goes some way toward softening the blow of having to get a replacement screen or two. I’ve never owned a machine of this calibre before, the design, performance, marriage of software and hardware and display are all top-notch, and even with the problems I’ve experienced I’d still recommend it to anyone looking for a high-end laptop.

  • Michael Jan Moratalla

    nice support apple

  • Collin Hoffman

    My only experience was with Apple support was when showing my sister how to add money to her iTunes account. I inadvertently scratched part of the code off the back of the card, to the point where it was unreadable. I emailed Apple support and they were able to retrieve the code for us within 24 hours. I sent a reply email thanking the customer support person and received a reply thanking me for thanking them. The support person seemed genuinely pleased that the issue was resolved and grateful for me taking the time to let them know that. The whole experience left me very satisfied with Apple support and I would be perfectly willing to deal with them again should the need arise.

Load 10 more
Affiliate Disclamer

This review may contain affiliate links, which pays us a small compensation if you do decide to make a purchase based on our recommendation. Our judgement is in no way biased, and our recommendations are always based on the merits of the items.

For more details, please read our disclosure.
Affiliate Disclamer

This review may contain affiliate links, which pays us a small compensation if you do decide to make a purchase based on our recommendation. Our judgement is in no way biased, and our recommendations are always based on the merits of the items.

For more details, please read our disclosure.