This email address is the key to getting any high-level problems with Apple addressed. It’s worked for me in two instances, and I feel that spreading it only helps people. Of course, if you’re irresponsible and have unrealistic expectations, you may get a humorous reply. I’m now summarizing this article on The Boy Genius Report.
Very recently, one man who was frustrated with Apple Support emailed Steve Jobs with his problem.
Dear Steve Jobs,
I wanted to write and express my concern about some recent problems that I have had with Apple Care. This week, my MacBook Pro unfortunately sustained water damage. I understand this is entirely my fault but it is still something I would like to get fixed. After three or four calls I was finally able to get a straight answer. While I was happy to get a straight answer, I was not at all happy with the answer. It is very worrisome to me that the only way to get my computer fixed is to pay almost $300.00 up front with no guarantee that this will fix the problem. I was horrified to learn that their is no system to assess the problem and bill once all damage is known. I am reluctant to put money into a problem that could easily grow. I have had three Apple computers in a row. I love using them but I am not sure if my replacement will be one. I feel powerless in the situation and the whole experience has turned me off of the Apple company.
Sincerely,
Xxxxxx Xxxx
Of course, Steve Jobs and company owe him nothing. In one of the most impressive and entertaining forms of PR I’ve ever seen, Jobs (or likely an assistant) sent this reply.
Xxxxxxx,
This is what happens when your MacBook Pro sustains water damage.They are pro machines and they don’t like water. It sounds like you’re just looking for someone to get mad at other than yourself.
Steve
That’s called getting “Steved”, and I love it.
I don’t quite agree with Steve’s (assistant’s) response or unprofessional conduct here. I believe a comparison between businesses is in order.
In a grocery, if I approach the deli counter and ask for a pound of Muenster, is it OK for the grocer to ask for $2.50 up-front whether or not the cheese is in stock?
Furthermore, is it OK for the manager (I’ve confronted the manager with the unprofessional conduct) to tell me to only be angry at myself because I did not forsee the possibility that the cheese was not in stock and, before approaching the counter, waited for someone else to ask for the Muenster?
I do not believe so.
In case you have doubts about the first comparison, a second is in order.
Recently, Rick nearly suffered some accidental “water damage.” Would it be ethical for the head surgeon to demand another hefty payment to re-do the operation?
I do not believe so.
Regarding my surgeon asking for money to redo my operation and the ethics behind it. I believe that’s completely ethical. It’s not the surgeon’s fault if I got myself into some trouble. It’s unfortunate, but he has to make a living.
But a little positive customer service goes a long way. In the computer/electronics industry, one company’s profits are highly elastic, that is to say, the goods it produces have many easily available substitutes. According to CR, the best thing Apple has going for it are user-friendliness and product support (though I adore the near-perfect virus immunity). High prices, low popularity/compatibility, and Windows’s copycat programmers aren’t helping Apple one bit, and if Macs are reduced to “just any other computers,” sales will plummet.
Now I’m seriously regretting burning those $79 for AppleCare.
Positive customer service does go a very long way. When Apple replaced my janky computer with a very-much-upgraded model, they secured a customer.
However, part of this man’s AppleCare agreement was voiding the warranty with user damage. He damaged his computer on his own terms, and Apple isn’t responsible for the damage. A laptop is not built – it is grown. When a video card dies, the entire motherboard is replaced. When a firewire port dies, the entire motherboard is replaced. When the motherboard is killed with water, it must be replaced. The motherboard is roughly 60% of the cost of the computer. A warranty is supposed to cover problems with the computer. Insurance covers one’s actions or circumstances.
AppleCare is a warranty, not insurance.
If Dell was in the same situation, I’d enjoy their response, too.
So, basically, AppleCare covers virtual problems, or things easily replaced, but not physical damage? Again, I wasted my $79. You, I, or the Apple forums could fix any of those problems.
Again, Mike, you’re missing the point. A hard drive failure is not a “virtual problem”. A fan breaking is not a “virtual problem”. A motherboard failing is not a “virtual problem”, nor is it a easy replacement.
You or I cannot replace your computer’s motherboard. Period.
If the motherboard fails on its own or under normal use, it will be replaced under AppleCare. If you break it yourself by spilling water on it, it isn’t covered under AppleCare.
Also, $79 is a very inexpensive warranty. The professional notebook AppleCare is more than $200.
Again, AppleCare is a warranty, not insurance. A company should not cover one’s stupidity.