Posted at 11:31 a.m.
on 13/02/2009
by
Daniel
On Wednesday night I rung Apple as that was what everyone was recommending. For some reason I thought Apple support was meant to be good. How mistaken I was. The call was logged through to someone in America, and to some guy who didn’t understand how we say ‘Z’ in New Zealand (zed vs zee).
After I had given the guy my iMac’s serial number and my name, he decided it was time to try and sell me something. He went on for a couple of minutes about the “benefits” of Apple Care. And this was after I had clearly stated I didn’t want to purchase it. And then, just to top it off, he tried to sell my a Time Capsule. Y’know, for just in case my failing pixels destroyed my hard drive. Or something.
Turns out he didn’t want to know me anyway. Apparently one red stuck pixel in the middle of the screen is acceptable. So he gave me a number to ring and I was on my way.
Next morning I gave Toucan Computers in Wellington a call. And the guy on the phone said that he could do something if needed. But suggested I contact Dick Smith first as they can do a DOA.
Now in the time this happened, Dick Smith had Twittered me . So I sent an email off to them, as requested, and then phoned the store I purchased the Mac from to explain my findings. And, about an hour later, to my surprise, I got a phone call from one of the top guys at Dick Smith New Zealand!
And he had some very good news.
Dick Smith are going to replace it as soon as they can get one in stock, and take it up with Apple themselves! I do wonder why they couldn’t just do this in the first place, surely a satisfied customer is more important than, well, anything else? Well anything else that’s at least reasonable.
So big kudos to Dick Smith here for standing by the products they sell! I wouldn’t hesitate to buy from them again.
And Apple should be ashamed of themselves. If they want to call their computers the best, they should stand by them when something goes from. And they really shouldn’t try to sell me products I don’t want when I ring up about a faulty product.
I’m not too sure if I would buy another Apple machine. I will see how my new iMac goes, and make up my mind then.
But why all this over one measly pixel you may be thinking? Well it’s simple. When I purchase an expensive computer, and from Apple, I expect it to be an expensive computer. And an expensive computer is supposed to be built well. And a stuck pixel doesn’t show quality to me.
Now, if the pixel was on the very edge of the screen, I wouldn’t really care because it’s out of the way. But it isn’t. Its in the centre of the screen, so it bothers me. Especially considering I use it for web design and development where white is a very prominent colour.
So hopefully the new iMac will have no problems. It truly is an amazing machine, and has been a joy to use. Don’t think I will be giving Apple a call anytime soon though. Don’t really fancy them trying to sell me products when there’s something wrong with the one I already own.
Update: Just got another call from Dick Smith and they have a new one in stock for me! Will be going to pick it up tomorrow.
Update 2 (26/02/2009): Have had the new machine for nearly 2 weeks and all seems to be well. Didn't enjoy carrying the box through town though - you feel like an Apple billboard.