So, it’s a classic market strategy. Emphasize your sales force over your support force. Anyone foolish enough to buy your product is stuck with whatever support they can get.
Part of the reason I chose mac in the first place was that I wanted a computer where I wouldn’t have so many maintenance headaches. Well, let’s see, 4 trips in less than 2 years. This isn’t a whole lot better than the refurbished PC laptops I got. Well, I suppose it’s the customer service that really makes the difference. I can walk into any mac store and get my difficulties taken care of, right? Wrong!
2 hours before the store closes, I walk in, and they tell me sorry, they can’t see me before the store closes because they have too many other people they’re helping. Keep in mind, my problem is simple. My ac adapter is falling apart. The ‘fix’ will be to replace it. But, no, no, they can’t handle that at least not today. Despite the fact that I paid about $300 to have my warantee extended another couple years. You see, you also have to pay extra to get decent customer support from apple. Like the ability to make an appointment to get your ac adapter replaced? You need to purchase “ProCare” for that. I foolishly let my membership in ProCare slide. I can certainly replace it. It’ll cost me $100 (well, $99, but who’s quibbling?). Meanwhile, replacing the adapter, suggested to me when I called to check and see if they carried the premagnetic ac adapters, costs $80 (or $78 or whatever).
Meanwhile, they have 10 guys downstairs, strolling around, ready to sell you anything at a moment’s notice, but mostly just scratching their butts. The ‘genius bar’ upstairs is packed with customers, meanwhile, and the geniuses have not a moment’s rest. After getting a gfy from the assistance reservation system, I went downstairs and talked to one of the strollers. He called me ‘buddy’. I asked if there was any way I could get this replaced under my warranty. He brightened up and gave a big ol’ smile, and said “Well, you can buy one!”
Yeah, fuck you too.