Wine and Apples - not the perfect pairing

I've been an Apple Macintosh evangelist since 1991 and have been using Apple computers since 1985 (Apple IIc). Last August I purchased my latest machine - a PowerBook G4 with a 15" screen. What a beaut!

Last week, a half-of-glass of a nice chilled regional white wine was accidentally spilled onto the keyboard and into the machine. This caused my screen to flicker, the internal components to hiss and the laptop to shut down and stay down.

While a terrible thing to happen, I was glad now that I let the salesperson talk me into spending an extra $350 for the AppleCare Protection Plan that, as I recalled his pitch, would cover just this sort of incident.

I brought my laptop to the Mac Store (a regional Apple re-seller where I purchased the computer) and sheepishly handed it to the repair tech to assess the damage.

He took a look, agreed that it was fried, and let me know that (according to the Apple tier of repair pricing) it would most likely cost $1,100 to repair.

I said, "Oh wait, I have the 3-year extended coverage." He let me know that, in fact, despite what I may have understood from the salesperson, customer accidents are not covered.

Well, I was quite upset. My $1,700 less-than-a-year-old laptop was useless and would cost me $1,100 to resuscitate (Not to mention the original $350 I wasted on a plan to cover just this sort of issue).

I called Apple Computer customer service. They were no help. The curt woman let me know, despite what I may have understood from the salesperson, customer accidents are not covered.

Sure enough, I read the terms and conditions of the plan and it states:

This plan does not cover: [among other things] damage due to accident, abuse, neglect, misuse…

I called the Mac Store and spoke with the general manager, Robin Price. I explained the situation, my recollection of the protection plan the salesperson up-sold me, and my disappointment that (despite what the fine print stated) they were not honoring. She explained to me that despite what I may have understood from the salesperson, customer accidents are not covered. Our call ended with her letting me know she would look into the situation and give me a call in the morning.

At this point, I was ready to start up an anti-Mac website called "Stick" (an alternate to their Switch campaign) stating the 10 reasons to hold onto your PC and not switch to the Mac platform.

Sure enough, next morning, she called me back with the news.

She let me know that she was having a new machine shipped from their Portland store! It would be there the next day and I should bring the damaged machine in and they'd swap my data for me free of charge. What a surprise! (She did remind me the limitations of the policy on the new machine and that this was an exception).

I thanked her VERY much for doing what I felt was the right thing.

Let the evangelizing begin…

At that moment, she instantly restored my faith in her store and the Apple Computer Company. If she had said, "there's nothing I can do" or even, "let's split the cost" – I'd most likely be writing those top 10 reasons to "stick" using a new HP or Dell.

Apple re-sellers have been challenged to maintain their sales with the addition of company-operated stores (we have two Apple company-operated stores now in the Seattle area). What Robin did is how they'll stay competitive. Robin made an exception. She ate the cost of my dead computer to ensure customer satisfaction.

So, if you're considering upgrading your Mac, want to switch platforms, or don't yet own an iPod, visit the Mac Store locations (they have 6 in the northwest) or visit their website. From my experience, they sell products they stand by and they want their customers to be satisfied.

Thanks Robin!

Comments

[Brand Examiner Paul]

johnmoore suggested an alternate title for this post...

Drink Different (just not too different)

nice.

[Stephen Macklin]

How about

Days of Wine and Keyboards

[Al Moore]

Alternate title: Whining Over an Apple

Comment: Maybe this is why Johnmoore drinks
laptop friendly beer.

[Chris]

Spilling wine on your Powerbook is the same thing as wrecking a car right off the lot, your fault. Applecare is an Apple computer extended warranty the key word there is extended warranty. Wine spillage or any spillage is not covered under original warranty or extended. I cannot believe if your such a log time user that your are so naive about applecare, yes dell does sell insurance against theft, spillage or a drop but this is not dell warranty covered either, Good job dude, due to your own neglect and ignorance you made another entity, The Seattle Mac Store eat it cause you didnt do your homework on the item you bought from Apple Computer (Applecare)under threat of changing platforms. Yet another customer created issue that the service provider is forced to take care of. Your approach is the perfect example of how not to support your platform. If there was wrong doing on the part of the salesman and Apple believed that, Apple Customer Care would have been on the phone with Robin ASAP. Robin and CSNW just ate it to shut you down and that makes me sick.

[chris]

http://www.apple.com/support/products/proplan_terms.html

Apple enforced policy with clear comments on neglect, a copy of it is also in the applecare box

[Chris]

Quote: "At this point, I was ready to start up an anti-Mac website called "Stick" (an alternate to their Switch campaign) stating the 10 reasons to hold onto your PC and not switch to the Mac platform."

[b]Customer satisfaction through extortion[/b]

[chris]

I cant stop there, your irresponsible post just outlines an approach to make the reseller pay for flat rate repair on your notebook with eventual resale at a loss, while they give you a new machine. But that new machine from portland was a refurb im sure, so again your now your post is not only irresponsible but not accurate. Do these people a service instead of boasting about your self rightous "customer is right" experience and how it won you a new machine. Your providing a road map for a slew of other irresponsible punks like yourself to stick to the dealer yet again. Keep it up CSNW will be gone and the Apple Store will not give the time of day on this topic. I suggest you look into the margins made today on Apple Products trough re-sellers, there is no room for customers tactics such as yours. By the way, I kill harmless puppies.

[Paul (from Brand Autopsy)]

Chris - you make some great points.

I would agree with everything you say except for the single fact that the salesperson sold me the AppleCare warranty under false pretense. This was a vendor created issue, not a customer created issue.

This was the first time I ever considered an extended warranty. And yes, it's my responsibility to read the fine print. However, when the sales person enthusiastically sold me a service, which in his words: "protected me even if I were to 'jab a screwdriver into the screen, watch the goo come out, and get it replaced with a new one - no questions asked” - my next three words were “SIGN ME UP!”

While I could/should have gone home and read what the warranty actually DOES cover I didn’t bother until I had an accident...

How lucky I was? I decided for the first time to get the extra protection. I spent the $300+ on the insurance policy. It paid off. Boy was I lucky I did that. That salesperson set me up properly! Whoosh!

How pissed I was? I found out when I went to apply the use of this ‘insurance policy’ that I wasn’t covered at all. That the salesperson sold me a line of bull, probably to meet some AppleCare sales quota. That salesperson screwed me.

TWO PROBLEMS / OLD LESSON

Problem One: The salesperson (whom I trusted more than I would at a BestBuy or CompUSA because he's the MAC expert) explicitly sold me something under false pretense.

Problem Two: I didn’t do my homework and read the policy before I bought it

Old Lesson: Even if it’s Apple Computer, if it sounds too good to be true, it probably is. Check it out first.

Thank you for your passion and comments! (and for reading Brand Autopsy)

[JOJO]

A similar situation happened to me only it was a young girl who I was babysitting that spilled her juice when I was out of the room. The question is can I part the computer out since it is now completely no good to me. But the lcd monitor might be? The battery? the airpot card? the Ram? What do you think and how much would it all be worth--a flat price, individual prices?