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108 Comments
- miggyb, on 02/19/2009, -4/+18I disagree. If I paid more for a product, I would have higher expectations for it. I would more easily call a more expensive computer a "piece of *****" if it didn't work flawlessly than a cheap one. If the cheap one breaks on me, then it was to be expected. If the more expensive one breaks on me, heads would be rolling.
- kd420, on 02/19/2009, -9/+21You get what you pay for, Apple charges more so they can make better products. Also, "satisfaction" is opinion as reported. If I paid $2K for a laptop I'd try and convince myself I didn't blow my money. Not saying these people were lying, but the results need to be taken with a grain of salt.
- Laughto, on 02/19/2009, -0/+10"us vs them" is dumb
- specialK16, on 02/19/2009, -18/+27Burried for Apple Insider. Not because of this article, since they appear to be claiming facts, for once. But ever since I read that article bashing Windows 7 based on half-truths, ignorance and lies, I will never take this piece of ***** blog seriously ever again.
- sfgeek, on 02/19/2009, -0/+7Normally extended warranties aren't worth it, but I've found that I've definitely gotten more than my share out of AppleCare, but I tend to be hard on my hardware so I'm not the normal case.
- Laughto, on 02/19/2009, -1/+8I was thinking that too but really that's the kind of argument you can use to prove whatever point you want. You could equally say people paying a lot would be much more annoyed than someone who bought a cheaper computer that their experience didn't live up to their higher expectations. Either bias is possible. In any case the much-reported "UI that seems to love me" feeling people apple get off Apple products doubtless played some role in these surveys.
- Savvyman, on 02/19/2009, -4/+11Queue the apple hate, watch all the members of the "Church of anti-apple" scramble and use the same comment and feel satisfied with themselves ;)
- Gravey9, on 02/19/2009, -1/+8Was at the Apple Store to get my iphone fixed. All it had wrong with it was one dead pixel. Took the phone in and they gave me a new one the same day no questions asked. Very satisfied.
- miggyb, on 02/19/2009, -0/+7Out of curiosity, what were they? I had an old iPod where the hard drive died... but outside of that, I've had pretty good luck with their products.
- Savvyman, on 02/19/2009, -2/+8Of course, because no one could ever be satisfied with an apple product, I mean, that would go against all your beliefs. Seriously, the apple hate here, It sounds pathetic.
- Savvyman, on 02/19/2009, -2/+8So, you still got your first ever mobile phone you bought, and never bought a new one? Or got your first ever computer and think people are dumb if they upgrade, see where your logic fails you? ha ha
Seriously, Its pathetic how you can hate a company and anyone who buys from it, sounds like you drink the anti-apple cool aid, eh? - kblackman, on 02/19/2009, -3/+9Their customer service is awesome. I called them at 6pm on a Friday evening because my RAM died in my lappy. By 12pm Monday morning my new RAM was waiting on my doorstep. thats speed!
- Ebacherville, on 02/19/2009, -0/+5Apple is making some great products, iphone the unibody macs are simply amazingly well built machines.
- DThatsMe, on 02/19/2009, -0/+5I always read about "stupid snobby mac fanboys". Honestly, I see snobby anti mac people more than anything. It's just about personal preference. Sheesh.
- Laughto, on 02/19/2009, -0/+5Yeah similar experience here. Had to get my keyboard replaced on my macbook. Took it into an Apple Store, they said we'll call tomorrow, I went back a few hours later to ask if it might be done on the day, the guy disappeared for 10-15 minutes and came back having expedited it for me. Got it back same day.
- roxgod666, on 02/19/2009, -0/+4A mac user would take their life for Apple. You call it retardation, i call it loyalty.
- mogebier, on 02/19/2009, -13/+16What do you expect from the Apple Kool-Aid drinkers?
They are all dumb enough to by newer products of the ones they already own, like ipods. - shutz, on 02/19/2009, -3/+6There's a big difference between satisfaction and SELF-satisfaction.
- mmittimm, on 02/19/2009, -1/+4I'm indifferent when it comes to Apple, and most of this isn't "apple hate" but is instead stating how flawed polls like this are. Apple users are generally more loyal than PC users are to their brand, and thus are more likely to rate their satisfaction higher. It's not necessarily that they are more satisfied with their computer so much as being happy with their purchase.
- MrChunks, on 02/19/2009, -0/+3This is Britain and I'm calling you a moron. I don't know anyone with a drawer full of ipods. Most people I know who own an ipod are using the same ipod they bought X years ago. If someone decided to buy a new ipod, then sure that's their decision and really, it doesn't ***** matter one jot. If someone has the cash monies to upgrade to the latest ipod every 6 months, then so be it.
- Zippo, on 02/19/2009, -0/+3walgman - you can buy AppleCare anytime within the first year, not just at the same time as the purchase.
That's what I did to space things out. Bought a Macbook Pro and bought AppleCare a couple months later. - digiguy, on 02/20/2009, -0/+3My new MacPro came with a defective video card. Apple replaced the computer. No trips to Apple Store, no replaced video card and no calling tech support 10 times. Just a new computer up front
- fotodevil, on 02/19/2009, -0/+3"I forget the term for it..."
"but I wonder if there is any cognitive dissonance involved"
You hit the nail on the head and didn't even realize it: Cognitive Dissonance http://tip.psychology.org/festinge.html - Drax0n, on 02/19/2009, -0/+3You fail.
- digitalpencil, on 02/19/2009, -0/+3^ yeah dude, most people with an iPod don't necessarily buy everything Apple has ever made..
I personally have a macbook pro, a Samsung phone, a custom tower and i'm using the same ipod photo i've had for years..
does that make me a kule-aid drinking snob? or have you just grouped a bunch of different people together and defined some loose set of character traits because some douche in Starbucks once spilled his latte on your lap whilst texting on his iPhone? - Zippo, on 02/19/2009, -0/+2If nothing else, they have top-notch customer service. For one, their phone support techs actually speak English and actually know their *****.
If you've got AppleCare, they'll pretty much replace any part you need. The original battery in my Macbook Pro wasn't holding a charge after the first three months. I called up Apple and after about 5 minutes I was sent a new battery for free. Got it in two days. (Then shipped back the old one). - MacEnvy, on 02/20/2009, -0/+2You rated Lenovo as the top? I've replaced so many power supplies and hard drives in M50s and M51s that I could do it with my eyes closed.
- Gee1004, on 02/19/2009, -3/+5Yeah, I had hardrives and network cards, video cards go out on my pcs past the warranty too. and a few things on my $40,000 BMW too. And a parts from a billion dollar space station. What's your point?
- bradleyland, on 02/20/2009, -0/+2...and I'm going to build hackintosh next time.
So you'll have no warranty at all?
Oh wait, wait.
So you'll have 8 different companies to deal with, an RMA process designed by the same jerks that design those whacky asian game shows, and no phone support.
Great plan. - digiguy, on 02/20/2009, -1/+3I had 2 dells die on me too. 2 new hard drives for my PC, 1 nic card, 1 CD Drive or my PC. What do you think it's Apple's fault? Apple buys parts, they can't make the parts go boom boom. Yeah, a controlled timer that makes it go defective at a certain date...lol
- jjesusfreak01, on 02/19/2009, -0/+2Apparently you didnt forget the term since you use it at the end of your post. Cognitive Dissonance is right.
- SouthsideIrish, on 02/19/2009, -0/+2Yeah. I just wish some of my iPods would die. Please die, especially the 10gb Gen 1.5.
- Hodor, on 02/20/2009, -0/+2yes, just outside the extended warranty. (they have good actuaries, apparently)
Gladly, I didn't pay for extended warranty (came with credit card); and the cost of the repairs was $20 less than what applecare would have cost on the new MBP. - jjesusfreak01, on 02/19/2009, -0/+2Digg down the Thinkpad fan....though he isn't kidding. Ive had a stick of RAM, a new battery, and a set of recovery disks sent next day mail.
- antdude, on 02/19/2009, -0/+2Outside of extended warranty?
- kreatre2007, on 02/21/2009, -0/+2Instead of bitching and whining on Digg, why don't you contact Apple's customer relations department? Just call AppleCare and ask to speak with customer relations when you get someone on the line. Every time I have dealt with them, they have helped me. Apple is not perfect but, they do try to make things right when you give them the opportunity to do so.
- kreatre2007, on 02/21/2009, -0/+2Would you like cheese with your whine? Build your stupid hackintosh and then see how much support you get after that. Call Apple's customer relations department and you'll get help. I don't understand why you think whining on Digg will get you any help.
- SouthsideIrish, on 02/19/2009, -0/+2When I had a hard drive go bad early on a Friday afternoon I took it to an AppleStore. Two hours later I was back at home restoring my image. So, what do you think I would answer on a CS Survery?
- DThatsMe, on 02/19/2009, -0/+2Some people do actually just like the products you know.
- jasonh1234, on 02/21/2009, -0/+1You'd blow Kevin Rose wouldn't you? Come on. Be honest.
- jasonh1234, on 02/21/2009, -1/+2Because this never happens with non-apple stuff.
- zmigliozzi, on 02/20/2009, -0/+1ipod 4g, ipod video 30gb, and actually I forgot my g4 pBook that the battery could not hold a charge, but thank goodness they had a whole product recall on that, great products, can't even last 2 years. 3 Apple products that couldn't last 2 years, am I just that unlucky?
- CorporateMartyr, on 02/19/2009, -0/+1dell would have gotten you RAM within 24 hours too. In my experience apple really ***** their customers when it comes to support.
- mrdctaylor, on 02/20/2009, -0/+1Yeh, right. Ask my buddy who got one of the new Macbooks for Xmas and has actually HAD it for maybe 2 weeks. The rest of the time it has been in the shop and no parts have been available. GREAT customer service!
- smoger, on 02/19/2009, -0/+1if your battery dies in 3 months, wouldnt you EXPECT to get a new one though?
that's not "excellent service", it's a just a phone call and 2 days of hassle for you for a problem that shouldnt have happened in the first place.
btw my macbook battery died very quickly as well.. in fact the machine wouldnt even recognize that it was inserted. - ravenpen, on 02/19/2009, -0/+1I bought a refurbished "Early 08" model Macbook Pro in mid December. I had looked at the new unibody Macbook, but decided that for the same money I'd rather have a machine with a better graphics card and a bit more screen real-estate.
A couple weeks later the laptop came in the mail and the moment I got my machine unpacked I knew something was wrong. It didn't start up on the first attempt and when I did finally get it to boot the system seemed oddly sluggish. After a few hours of use programs began to crash left and right. I stuck with it for a couple days to see if it would snap out of it, but the symptoms persisted so I brought it in to an Apple store.
The first thing the technician did was apologize for the inconvenience. I told him that I understood and that as far as I was concerned it came with the territory of buying a used computer. He seemed genuinely grateful that I was being reasonable about the situation. I told him I worked in tech support for a school district and we traded a few geek anecdotes while he ran some diagnostics and did some minor tinkering like zapping the P-RAM. When he finished he told me to wipe the drive and reinstall the OS once I got home. I did as he instructed and everything seemed alright at first, but after a few hours the machine began to act flaky again and I returned to the Apple store the next day.
On my second visit they took the machine in for service. I came to pick it up a couple days later and they said they had replaced the hard drive and that they hoped that would do it. I started up the machine at the store and everything seemed good, but when I got it home and turned it on again I was hit with a kernel panic. I tried wiping the drive and reinstalling again, but the panics persisted and I once again brought my machine back to the Apple Store.
They said that because of the holidays it might take a week or so to fix my machine and I once again told them I understood and that it was no big deal. I got a call early on New Years Day and the guy on the phone said he had good news and bad news. The bad news was that they couldn’t successfully repair my machine, but the good news was that they had replaced it with another one.
I assumed he meant another refurb model and said that, that was fine. When I got there the tech greeted me with a smile and then proceeded to disappear in back for what seemed like an inordinately long amount of time. When he finally returned he had a shrink wrapped notebook in his hands and told me that “Apple was sorry for all my trouble and decided to give me a brand-new machine.”
I just stood there stunned for several moments in silence. Eventually I managed to get out a “Wow, thanks”.
The tech started explaining that the machine I was getting was either equivalent or better stat wise than the one it was replacing and started to tick off some of the internals for me. He asked me if I was excited about it and again all I could manage was “Wow.”
In total I put up with about ten days worth of inconvenience and ended up with a brand-new unibody Macbook Pro for slightly more than half the retail cost.
I post this story not only to confirm that my experience with Apple’s tech support was good, but also to illustrate that polite attitude and patience goes a long way in getting a positive result. I can guarantee you that if I had come in there ranting and raving that there’s no way in hell I would’ve ended up getting a new machine out of the deal. Treat support people with kindness and respect and they’ll do the same for you.
And who knows, maybe you’ll get a brand-new computer for half price. - 2Bnor2B, on 02/19/2009, -0/+1Check out the link at the bottom of the first page to last year's ChangeWave survey results.
I found it more interesting that Linux beat out XP on the survey for very satisfied.
A further link to another report at the ChangeWave site, based on the same data, shows that they removed Linux from the report. I am not trying to take away from Apple's fanfare, but I am very suspicious of people that simply remove or ignore data because it does not help them support a conclusion. Congratulations to Apple, but also congratulations to Linux for being in second place !! Shame on you "Apple Insider" for not fully posting this fact. - Drax0n, on 02/19/2009, -0/+1Are you mad because they make more money than you? awwwe poor thing..
- smoger, on 02/19/2009, -0/+1Apples break WAY too much to say "you get what you pay for"
but , who am i to say? im just the guy supporting them at an all-apple business. - GREEDOnvrFIRED, on 02/19/2009, -0/+1I gotta say my iPhone customer service experience has been stellar. I walked in the store and said "does this button feel funny to you?" They basically said "Sort of, here is a new phone." Then there was a tiny tiny spec under the glass and I went in and said "Is there some way to get this speck out of the screen?" The reply?... "Here is a new phone." And always with a smile and quick as can be.
I have owned kick-ass LGs and Nokias and gone into the Verizon or Sprint store and said "this button is wonky." The reply is a disappointing list of options. "Well you can do a return to manufacturer or I can have my guys look at it. I can give you a loaner phone in the mean time etc." Yes the phone is expensive. But if you can afford it I say it is worth it. When there is a problem they treat you as if you paid alot for the item because they know that you in fact did. -
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