Sarah buys a nice new MacBook Pro and she’s excited to get home and use it; however, she does she finds that the trackpad keeps freezing randomly. She is extremely frustrated.
Jose goes to his local Walmart and picks up a cheaper, mid-priced HP laptop. The laptop works great for 30 days, but on the 31st day (conveniently after the stores return policy expires) his trackpad begins randomly freezing too.
Two people, two different laptops, same issue. Who do you think will fair better with a faster support/resolution? I’ll tell you, it’s the Apple user. Why? Well let me tell you about my experience this morning with HP, then I’ll tell you how Apple’s world class support will have you buying Apple JUST for the peace of mind it will give you.
Tuesday, February 5th, 2013
I wake up for work this morning and feel pretty crappy, and end up calling out. But let’s not get into that. I decide I might as well do something productive. I bought an HP 2000 at Walmart about 3 months ago and I don’t use it a lot, but I do sometimes prefer a laptop over my iPhone (faster typing/etc.) So I’ve been having this issue where the trackpad will just freeze up and be unresponsive. It usually fixes itself within 30-60 seconds, but this gets very annoying when you’re hard pressed for time and need to get something done right away. So I decided to go ahead and call HP and get this figured out. So I call, and wait on hold for 35 minutes. I get this Indian customer service representative, I’m by no means racist, but I can’t understand a word this man is saying. He speaks broken English and has a VERY HEAVY Indian accent. So after trying to explain things to him, I apologized and asked if I could speak to someone with less of an accent, preferably American (yeah right.. haha.) I was put back on hold and after 28 minutes, I got frustrated and gave up. I decided that the phone was not going to work. I then thought, well, HP offers a chat support so let me try that, at least I will be able to understand typed words (logically.. right?). So I sign into the technical support chat and within a few moments I’m connected to somebody by the name of Hadeed (I thought wow I’m probably chatting with the same guy who barely speaks English).
Now I’m a very tech savvy guy. I went to school for Computer Science and I’ve taken computers apart since I was a kid, repaired them, and built them from scratch. So not to brag, but I certainly know a thing or two – I did my own troubleshooting before even considering contacting HP: I reinstalled Windows 8, updated the trackpad drivers, updated the BIOS, etc. Needless to say my problem was not fixed, everything they told me to do/check I had already checked. So what’s the solution? I have to wait a week to receive a shipping label in the mail – then box up my laptop and mail it to Mexico for quality check/repair. Now I shouldn’t have to pay because it’s warrantied for a year, but I’ve already wasted a couple hours with support and now I am going to be without a laptop for who knows how long. I’m hoping they just replace it entirely but we’ll see.
Now let’s pretend that I still had my Macbook Pro and let’s pretend my Macbook Pro was having this issue. How different would my experience have been? Well I’ve had the pleasure of working with Apple support numerous times, and having worked for Apple, I can tell you that things would have gone MUCH more smoothly.
For starters, I would have immediately called AppleCare (just so you know, your new Apple product comes with a standard warranty, but you can purchase additional years of coverage, which is completely worth it.) I would have gotten through to a person quickly. I’ve never been on hold for more than 10 minutes, but I’m sure hold times with Apple can be just as long as other companies. They’re not perfect, but you get through, and the person on the other end is an American. I think I’ve only got someone with a heavy accent once, but they were understandable. I would assume Apple must have a more stringent system in place for hiring people who can speak well for phone support. Props to them for that, and if you can’t understand them, they will gladly transfer you. Apple is pretty good with phone technical support and I’m sure that they too have some sort of support book they reference as it seems to be the industry standard now. However, they also clearly have a working knowledge of and genuine interest in Apple products. Then they would go over basic troubleshooting on the phone with me, and if they can’t figure it out, they would schedule an appointment for me to bring my Macbook Pro to my local Apple Store to meet with a Genius. These people are literally Apple geniuses.
So let’s say that they can’t fix my problem over the phone and I have an appointment to bring in my Macbook Pro to my local Apple Store. I would arrive at the Apple store, check in with any of the Apple employees and meet with the Genius. If they are unable to figure it out, a few other Apple Geniuses may come over to assist (because they have a genuine interest in the issue). So if they are still unable to fix it right there, one of three things will happen: they will keep my computer for in-house repair, if its something simple I might just hang out while they do it; they will replace my computer on the spot (if it’s really busted or not worth fixing); or they might just ship my computer to a service center for repair, however this is usually a very quick process. If the latter occurs, the Apple store might give me a loner computer if I need something immediately.
Needless to say Apple has world-class support that other companies simply don’t – what is that peace of mind worth to you? I say spend a little more, and you won’t be sorry if you ever encounter trouble and need support.
I’ve been an Apple geek since High School, once you go Apple you’ll never go back 😉
Apple’s GUI (Graphical User Interface) is very easy to use and learn if you are used to Windows – don’t be scared away by the differences you see or hear of if you are in the market for a new computer, tablet, or phone. Please take a trip to your local Apple store,or mini Apple Store located in many Best Buy’s, and play with their products and try them out for yourself. You will not be disappointed.
That’s all for now, I leave you with a quote from a very brilliant man who’s innovation and spirit is missed by so many;
“Innovation has absolutely nothing to do with how many R&D dollars you have. When Apple came up with the Mac, IBM was spending at least 100 times more money on R&D. It’s not about the money. It’s about the people you have, how you’re led, and how much you get it.” – Steve Jobs