[UniMacTech] Re: Important changes to your Apple warranty

[Adrian Smith]

Our experience with repair centres was very mixed. Occasionally they  
got it right but after one particular case where the machine went back  
several times we gave up and have been uplifting to on-site ever since.

Our experience with on-site (last 4 years or so) has been OK but not  
outstanding. We have had to jump through hoops on the phone a few  
times but generally Apple has been willing to take our word on the  
symptoms. When the tech comes they have usually been competent and  
fixed it first go (not always but most of the time). The biggest  
problem is the time it takes between putting in the first call to  
Apple, which then often requires a call back from Apple to confirm the  
problem, then it gets passed to the on-site company who call to  
confirm, then order the parts from Apple and then call to make a time  
etc... Not nearly as efficient as Dell (our other main vendor).

The other major problem we've had repeatedly is with Apple's system  
for tracking warranty status - on numerous occasions we've had  
machines marked with the wrong type of warranty (ie not on-site) and  
that has involved a lot of work to sort out. Can't recall that  
happening recently so I don't know whether Apple fixed it or we've got  
better at making sure the right details are entered up front when we  
make the purchase.

Regards,

Adrian


PS was just looking through the AppleCare details that I could find  
online and it doesn't even offer on-site service. Therefore, in the  
worst case scenario (MacBookPro), we are being asked to pay an extra  
$421 for 3 years warranty and phone support (which we don't want!!).  
That translates to a ~18% price increase on the base model 15inch  
MacBookPro! Maybe that would make a good headline - "Apple raises  
prices by 18% for Higher Education Customers!"


On 29/06/2009, at 3:31 PM, Thomas Kalikajaros wrote:

> Afternoon AUC,
>
> Agree with all comments made to date. The subjective argument for  
> how long a computer part should last will be a fun one. I put my  
> money on Apple's Legal team to win every time.
>
> Certainly a strange decision on Apple's part and I look with  
> interest to see how they make their products appeal at decision  
> time. As already touched on, Apple products continue to bare a  
> considerable expense out of the box. A quick look at notebook  
> comparisons between Apple and Dell is a fine example. iLife, dual  
> boot and iPod sweeteners only gets you so far in the cost argument.
>
> To be blunt though, I never had a positive Apple repair experience  
> with my previous Edu employer even though a box was under TriCare.  
> In some instances we also invested NBD Onsite coverage but it meant  
> very little in reality. An Apple repair, TriCare or NBD Onsite  
> always came with an argument and administration costs (staff time,  
> freight). I was always challenged, go away and come back to justify  
> a visit or warranty repair dispatched to closest repairer. Being a  
> qualified tech in a previous life meant nothing and probably brought  
> some bloody-mindedness my way. This was never the case with Dell or  
> HP. I only had one bad experience with a HP repair where a tech no  
> showed on first visit and failed to call. On second visit he brought  
> wrong part. He nailed it on the third and life went on. If it was an  
> Apple product I'd still be arguing for the initial visit.
>
> Not sure how my experience racks up against others and certainly  
> would love to hear from others.
>
> Cheers
> Tom
>
>
> > From: Contracts <contracts at asia.apple.com<mailto:contracts at asia.apple.com
> > >>
> > Date: 26 June 2009 5:01:19 PM
> > To: Kristel Salmon <contracts at asia.apple.com<mailto:contracts at asia.apple.com
> > >>
> > Subject: Important changes to your Apple warranty
> >
> >
> >
> >
> > Important changes to your Apple warranty
> >
> >
> >
> >
> > Hello,
> >
> >
> > Apple continually looks for ways to improve the experience for our
> > enterprise customers to buy, own and care for their Macs.  One
> > important area we've been looking at recently is warranty and post
> > sale support.  To this end, we're bringing about important changes
> > that will affect you.
> >
> > The TriCare 3 year warranty that has been included with your
> > hardware purchases to date is a 3 year, limited hardware warranty
> > that does not cover the operating system or any Apple installed
> > applications.  Nor does it allow you a direct relationship with
> > AppleÆs team of support specialists and engineers.
> >
> > Tricare will be replaced with AppleÆs standard 12 month warranty
> > from 1 September, 2009.  After that date it will no longer be
> > available.  However, you will have the option to upgrade your
> > support from a range of new customer support products.
> >
> > Our standard 12 month warranty provides an initial 90 days of
> > telephone support covering every aspect of your Mac including Apple
> > installed applications, with the remaining nine months covering
> > hardware repairs.   With AppleÆs hardware, software and operating
> > system being so tightly integrated, a single point of contact within
> > Apple with access to our global network of people and resources will
> > allow for your technical issues to be addressed in the most
> > efficient and satisfactory way.
> >
> > Should you wish to extend the duration of the support provided by
> > Apple, the best solution is the AppleCare Protection Plan (APP).
> >
> > APP provides you with comprehensive hardware, OS and software
> > support that can diagnose and resolve most issues over the phone.
> > Delivered by Apple support staff, it covers your complete system, is
> > more efficient and ultimately delivers a far superior customer
> > experience.
> >
> > The AppleCare Protection Plan also covers your product for three
> > years.
> >
> > The existing TriCare warranty will continue to be included with any
> > new hardware purchase you make between now and the end of August
> > 2009.  And naturally, your existing TriCare entitlement from
> > previous purchases will continue to be honoured for the balance of
> > the warranty period.
> >
> > As a result of these changes we have revised our Terms and
> > Conditions of Sale.
> >
> > Notwithstanding clause 10 of your existing Agreement with Apple, it
> > is necessary for us to terminate those Terms and Conditions of Sale,
> > effective 31 August, 2009 and replace them with a new set.
> >
> > To review the new Terms and Conditions, please go to our Contracts
> > web site.  You have the option to download the document for your
> > physical review or you may elect to review and agree to the new
> > terms, choosing to submit your acceptance online with no paperwork
> > involved.
> >
> > Should you have any questions relating to this matter or require a
> > hard copy of the new Terms and Conditions, please email me at contracts at asia.apple.com
> > <mailto:contracts at asia.apple.com>.
> >
> > Should you have any questions concerning AppleCare or additional
> > Apple branded support offerings, please contact your account manager
> > or the Education team at Apple via email or telephone.  Their
> > contact details are enterprise at apple.com.au<mailto:enterprise at apple.com.au
> > > and 1300 552 024.
> >
> >
> > Yours sincerely,
> >
> > Natasha OÆBrien
> >
> > Contracts Manager
> >
> > Apple
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