Customer Rating: 
Summary: what a disappointment
Comment: My 23" apple display died two weeks ago. It is still here, waiting for apple to "get it together". I have never experienced such a complete lack of competence and pathetically slow action plan in my life. Nothing about this has been easy. Even the hold times on the phone are over 20 minutes. There is no email support either.
The warranty makes certain promises. Unfortunately they do not live up to this average person's expectations.
I am considering a call to the BBB for now and if things drag much further on, legal action.
Customer Rating:
Summary: Worst support plan I've ever seen
Comment: This is what I'd imagine is the number 1 reason I could never suggest Apple computers for a small business. I bought a 2500 dollar machine from them, and it needs a logic board replacement (phone support was good, admittidly) - then the shocker, the guy on the phone tells me it will be up to 7-10 days to get my laptop back.. 7-10 days?? maybe for a casual user in days of yore when computers were more of a novelty.. I use my laptop every day, mutliple times a day for nearly every aspect of my life - scheduling, contacts, work, play, everything! - anyhow, so I give in and send my baby in, nice service by DHL with their shipping box, and I'm also impressed they paid for next day air.
Another shocker, I'm on day 7 and my laptop has been listed as "waiting on part" since the day after I sent it in, which was around a week after I initially placed my service call. Now, call me odd, but Apple has known that my machine has needed a logic board for 2 weeks, and are unable to procure said board. I could buy a brand new custom built machine and have it at my door in 2 weeks, I could disassembe a Powerbook at an Apple Store and ground ship them the part in 2 weeks, why can't Apple get a part from what should be an internal warehouse in 2 weeks??
To add to the failure, I call in and inquire as to what the status of my repair is to see if I'll indeed have my baby back within the 10 maximum days I was originally quoted. The answer I got back was "are you using this for business?" - to which I replied yes (truthfully) - then the operator offered to perform a parts search at other depots to see if they had the part my powerbook needed, and asked me to wait a moment while she did so. I complied cheerfully, and upon returning to me she informed me that the parts search is underway and we should know within 48 hours if any other depot has my part. 48 hours???? - to run a search on what I would HAVE to assume is an inventoried part? doing the math, that would mean the search would come back on the 9th day, giving them not even 24 hours to get the part to the shop where my machine is, get it installed, and get it to DHL for next day service back to me.
The best part of all of this is I wonder what would have happened had I never called.
I really stress that nobody should buy this junk "support" contract, the pay for support from Dell or HP is light years ahead of what Apple offers, and I really hope that Apple drasticlly improves this area of their service offering.
Customer Rating:
Summary: Well worth it. A no-brainer!
Comment: The simple fact of the matter is, for a mere $300, you get 3 full years of service and support from Apple that basically guarantees you a working computer. I don't know about you, but if the screen or logic board fails on the computer after, say, 29 months, I wouldn't be happy forking over $500-$600 on such a repair. AppleCare gives you peace of mind, and incredible service to boot. The reps have always treated me with respect and have taken care of my issues quickly. Truly good service that I would actually recommend to friends and family.
Customer Rating:
Summary: Worth the money
Comment: I have skipped the AppleCare on desktop machines, but always got it with laptops. Apple laptops have improved a great deal over the years, but are still subject to shocks and handling that a desktop machine is not. I depend on my PowerBook for my living, and thus can't be without it long.
After nearly 2.5 years of trouble free use, I noticed the screen was dimmer than it had been. It also had a flakey battery latch, and noisy fans. I called AppleCare, got someone on the phone quickly and they sent a box. I boxed it up, sent it off, and had my repaired machine back in two days. I got a new screen, new battery, new battery latch, and quieter fans. Nicely done all around.
Customer Rating:
Summary: Don't go home without it!
Comment: This is a must have. You never know when the logic board will fail or when the display will go out. I've had two PowerBooks now and have used AppleCare plans for both. My older PowerBook has a brand new screen and still works great thanks to that extra 3 year warranty. When you spend almost four grand on a computer, what's a few hundred extra to secure three years of free repairs!
Summary: what a disappointment
Comment: My 23" apple display died two weeks ago. It is still here, waiting for apple to "get it together". I have never experienced such a complete lack of competence and pathetically slow action plan in my life. Nothing about this has been easy. Even the hold times on the phone are over 20 minutes. There is no email support either.
The warranty makes certain promises. Unfortunately they do not live up to this average person's expectations.
I am considering a call to the BBB for now and if things drag much further on, legal action.
Customer Rating:
Summary: Worst support plan I've ever seen
Comment: This is what I'd imagine is the number 1 reason I could never suggest Apple computers for a small business. I bought a 2500 dollar machine from them, and it needs a logic board replacement (phone support was good, admittidly) - then the shocker, the guy on the phone tells me it will be up to 7-10 days to get my laptop back.. 7-10 days?? maybe for a casual user in days of yore when computers were more of a novelty.. I use my laptop every day, mutliple times a day for nearly every aspect of my life - scheduling, contacts, work, play, everything! - anyhow, so I give in and send my baby in, nice service by DHL with their shipping box, and I'm also impressed they paid for next day air.
Another shocker, I'm on day 7 and my laptop has been listed as "waiting on part" since the day after I sent it in, which was around a week after I initially placed my service call. Now, call me odd, but Apple has known that my machine has needed a logic board for 2 weeks, and are unable to procure said board. I could buy a brand new custom built machine and have it at my door in 2 weeks, I could disassembe a Powerbook at an Apple Store and ground ship them the part in 2 weeks, why can't Apple get a part from what should be an internal warehouse in 2 weeks??
To add to the failure, I call in and inquire as to what the status of my repair is to see if I'll indeed have my baby back within the 10 maximum days I was originally quoted. The answer I got back was "are you using this for business?" - to which I replied yes (truthfully) - then the operator offered to perform a parts search at other depots to see if they had the part my powerbook needed, and asked me to wait a moment while she did so. I complied cheerfully, and upon returning to me she informed me that the parts search is underway and we should know within 48 hours if any other depot has my part. 48 hours???? - to run a search on what I would HAVE to assume is an inventoried part? doing the math, that would mean the search would come back on the 9th day, giving them not even 24 hours to get the part to the shop where my machine is, get it installed, and get it to DHL for next day service back to me.
The best part of all of this is I wonder what would have happened had I never called.
I really stress that nobody should buy this junk "support" contract, the pay for support from Dell or HP is light years ahead of what Apple offers, and I really hope that Apple drasticlly improves this area of their service offering.
Customer Rating:
Summary: Well worth it. A no-brainer!
Comment: The simple fact of the matter is, for a mere $300, you get 3 full years of service and support from Apple that basically guarantees you a working computer. I don't know about you, but if the screen or logic board fails on the computer after, say, 29 months, I wouldn't be happy forking over $500-$600 on such a repair. AppleCare gives you peace of mind, and incredible service to boot. The reps have always treated me with respect and have taken care of my issues quickly. Truly good service that I would actually recommend to friends and family.
Customer Rating:
Summary: Worth the money
Comment: I have skipped the AppleCare on desktop machines, but always got it with laptops. Apple laptops have improved a great deal over the years, but are still subject to shocks and handling that a desktop machine is not. I depend on my PowerBook for my living, and thus can't be without it long.
After nearly 2.5 years of trouble free use, I noticed the screen was dimmer than it had been. It also had a flakey battery latch, and noisy fans. I called AppleCare, got someone on the phone quickly and they sent a box. I boxed it up, sent it off, and had my repaired machine back in two days. I got a new screen, new battery, new battery latch, and quieter fans. Nicely done all around.
Customer Rating:
Summary: Don't go home without it!
Comment: This is a must have. You never know when the logic board will fail or when the display will go out. I've had two PowerBooks now and have used AppleCare plans for both. My older PowerBook has a brand new screen and still works great thanks to that extra 3 year warranty. When you spend almost four grand on a computer, what's a few hundred extra to secure three years of free repairs!