Apple support rocks; wait, maybe not; OK they do

Chad — Wed, 02 Apr 2008 03:16:39 +0000

My battery on my almost 2-year old Macbook Pro finally crapped out, as pretty much all Apple batteries do I’m finding out. So I did some research and found out there was a battery recall for Macbook Pro batteries, but mine didn’t qualify according to the serial number, oh well. I then went for the advice of my local Apple retailer, who informed me that I might be able to talk Apple into giving me a new battery, based on some of the poor statistics I had gleaned from the System Analyzer about the battery – basically it was a bad battery. Sunday night I called Apple support (for the first time ever), answered a few simple questions to the automated voice recognition thing, and within about 3 minutes, was on the phone with an actual human being in the United States. Holy crap – Apple support rocks. I plead my case, she tells me that it sounds like I have a bad battery, but then tells me that my battery, based on the serial number, does not qualify for the battery replacement program. Sorry, a battery is considered a consumable item after one year. I say no way, its charge capacity is too low, it has only had one-half of its lifetime charge cycles, and you admit it’s bad. I want a new one (maybe they don’t rock after all). I hold (while she presumably goes and talks to an engineer about the matter) and then I’m told that they will replace it. They do rock! Monday I try to get a replacement from my local retailer, but they are out of stock, so I call Apple back, wait for ZERO minutes, only to get the same tech that helped me the day before – cool! She says they will have a battery out for me in no more than 2 business days; this was at noon yesterday. I come home for lunch today and find the battery waiting for me – about 24 hours after the order was put in. Not bad, eh? Apple support rocks.

super-cooper » apple

Apple support rocks; wait, maybe not; OK they do