Sunday, January 23

The day after AppleCare expires

I bought my Macbook in 2008 after my iBook bit the dust (on my first day of grad school, no less). I learned my lesson with my iBook and bought AppleCare for the Macbook. Since 2008, I've only had minor complaints. Once the screen was flickering, so I took it to a Genius Bar. There was a loose wire and they fixed it right there at the store. Then, last year I noticed the top case (by the keyboard) was cracking. I read online that it was a common issue and covered under AppleCare. I sent my computer away for repair using the home shipping method. When it returned, I had a note saying that Apple had replaced my hard drive too after finding a bad sector that may eventually fail. (That replacement alone was worth the price of the AppleCare!)

Then last week, I carried my laptop to the kitchen to check my email after work. I set it down on the table and my boyfriend remarked, "Did you know there's a crack in the back near your hinge?"

I said no, but was aghast when I saw the crack. I hadn't noticed it. I treat my laptop with tender loving care. Finding a crack in its lower case was very upsetting. The crack was curved around a screw.

"I wonder if this is covered under your AppleCare," my boyfriend said.

I froze. "Oh my gosh, I think it expired yesterday." The one year of courtesy coverage plus the two years I purchased were set to expire this month of this year—January 2011. I looked through my files and found my receipt.

I shrieked. "January 19th!" Today was the 20th.

"Are you kidding me?"

"No." I sighed. "I guess I have to put up with it. I hope it doesn't affect the life of the computer."

"Why don't you call them anyway?"

What did I have to lose? I called up AppleCare and first spoke with a nice woman named Brittany. She said she wasn't sure if they could do anything, but that she would get her senior advisor on the line. I waited on hold, all the while feeling like Apple had somehow tapped into my personal music preferences for the "hold" music, until Phil came on the line.

Phil was a friendly guy and sounded genuinely sorry for the crack in my Macbook. It wasn't his fault, but he somehow sounded like he personally wanted to help fix it. He asked me to take a photo of the crack and email it to him. So I did. That's the image you see here.

Phil looked at it and said they'd cover it. He didn't even hesitate. He said he was glad I called just one day after my AppleCare expired, saying that if I had called one month after it expired that we wouldn't be having this conversation. I agreed, and thanked him. I was so glad my computer would be repaired.

We worked out the details for the repair. I'm sending it through the home shipping method again. It's scheduled to go out tomorrow. I'll probably have it back by the end of the week. (It didn't take that long last time, so I anticipate roughly the same turn-around time. Regardless, I can check the status of my repair online if I want to know where it is or if I get nervous.)

This, among other reasons, is why Apple will have my business. I enjoy their products and they back up what they sell. They treat their customers right—or at least this customer—and I am pleased.

1 comment:

  1. I switched to a mac last year. I was basically coerced by my boyfriend and wooed by his fancy MacBook Pro, which I had started swiping to use when he was out. I now have a desktop and it's so sweet! I really noticed the difference when I had to bust out my old PC laptop the other day, and it was soooooo sloooooow. Defiintely will be sticking with Apple in the future!


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