As a huge fan of Apple products and Apple workers, I had an eye-opening experience today at the Apple retail store in Holyoke, Ma., where I was told that my recently purchased hard-drive was fried and there was only a 90 warranty on the part which I had purchased from the same store.
It was the SECOND hard drive that died in my two-year-old top-of-the-line MacBook Pro for which I paid more than $2,200, even though it was an Apple refurbished model. Having had faith in Apple products and being generally negative on warranties, I did not purchase the three-year Procare, or AppleCare warranty which goes for $349.
I purchased a new hard drive on Sept. 28, 2011 for $176.67 plus tax at the same Apple store. It was installed by Apple. I had a full backup and installed the backup myself.
If they told me it was only covered by a three month warrant and one can’t purchase extended warranties on Apple parts, I am not sure I would have purchased it.
Anyway, I was stunned when I returned to the Apple store Jan. 12 with my dead computer and was told that the 105-day-old hard drive was broken.
The employee suggested that I might want to consider NOT purchasing another hard drive from Apple and instead purchase it from Best Buy, because he said the computer parts are cheaper there and they have a better warranty – one year long. He also warned me that the average lifespan of a hard-drive for my computer was six months.
I walked to the Best Buy store in the Mall, remembering all the outrage stories I had written about Best Buy’s rippoffs, and purchased a hard-drive for the MacBook Pro for $99 plus tax. Identical specifications to what Apple sells, just made by different companies.
As I returned to the Apple store to pick up my laptop, I ran into Matt, one of the employees who had previously helped me with computer issues. Hoping for some sympathy, I told him about my experience.
“This is not right,” he said referring to all the problems I have had with the laptop. “Let me talk to the manager.”
Matt returned a few minutes later and said the manager agreed with him and they had decided to give me a brand new MacBook Pro of equal value.
Obviously I was shocked. Ten minutes earlier I had thought about using only PCs in the future.
I quickly asked if I could purchase a three-year warranty on the WHOLE computer and Apple’s one-on-one program where for one year you get individual help on operating your computer in the most efficient fashion as well as on using any Apple program. The answer was yes.
So now I am again a happy Apple customer with not only my laptop, iPhone 4s, iPad 2, and Apple TV.
I still can’t believe that Apple only gives a 90 warrant on parts – that are more expensive than purchased anywhere else. That is a stupid policy that will hurt this great company.
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