An open letter.
I had been a fan of OSX and the Macbook PRO for years. I paid the premium price for single source hardware with a certain pride in being part of the Apple Mutal Appreciation Society. I supported budgets that included Apple purchases and was happy to see Apple products used in research projects I had an advisory role in.
Of late I have realized I was in a cult for a company that did not appreciate us. It was bad enough that OSX was becoming ever more like its iPhone cousin, but being subjected to the methods of the Genius Bar customer support have become intolerable.
For me the last straw was a voiding of my warranty when my machine suddenly died as an ICANN meeting ended. I rushed to the Genius Bar for help as I was still under warranty. When I got there and managed to push through the crowds of shoppers and teens hanging out, the Genius wisked it into the backroom. Minutes later, a self-satisfied Genius comes back and authoritatively informs me that my warranty has been voided because water had been spilled on the machine. When I told him that it had never happened, that I was sure nothing had ever been spilled on this machine, he as much as called me a liar (without ever using such words) and pointed to a magic dot on the cover that proved his point. My insisting it was not the case, was futile. He had the tell tale dot.
But then he told that I could pay them to fix it for more hundreds of bucks. I had heard of this sales method happening to others, but it was my first introduction to it. And my last.
From now on. I promise to:
1. Complain about any budget that includes over priced Apple gear.
2. Recommend against use of Apple gear in any project I advise.
3. Talk any friends out of purchasing Apple gear.
Beware, the Apple warranties you pay for are not worth the bits they
are written with. A Genius can void that on a dot.
When several of my friends read the open letter to Apple describing the way my warranty was cancelled by the Genius based on a tell tale dot, they sent me the following references. It seems I am not the only one to be so abused by water sensitive dots.
I figure that Apple should be informed that I sent them an open letter. Since I could not find an e-mail address for customer complaints I spoke to Apple support.
Of course the Genius is the final arbiter for the determination of water spills so there was no thought to getting a different decision. I just wanted an e-mail address.
Neither the pleasant support person, nor the equally pleasant technical support supervisor could find an e-mail address for me to send my complaint. But the technical supervisor generously offered to make sure that the blog entry was brought to the attention of someone.
Thus. I decided that my open letter had now been delivered.