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Apple continues 'unstoppable' winning streak in customer satisfaction

post #1 of 69
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Apple has once again topped the American Customer Satisfaction Index for PC makers, making it eight years in a row that consumers have been most satisfied with the Mac maker.

Apple's score in 2011 was up 1 percent to 87, placing the company a comfortable 9 points ahead of its nearest competitor. The average score in the personal computer business was tracked at 78 points on the 0-to-100 scale.

"In the eight years that Apple has led the PC industry in customer satisfaction, its stock price has increased by 2,300%," said Claes Fornell, ACSI founder. "Apples winning combination of innovation and product diversificationincluding spinning off technologies into entirely new directionshas kept the company consistently at the leading edge."

The ACSI said that Apple's dominance in computer satisfaction appears to be "unstoppable," as competing PC makers topped out in 2011 with scores in the 70s. HP was the best of the lot with a score of 78, while Dell and Acer sat at 77.

The ACSI numbers com from interviews with about 70,000 customers rating more than 225 companies in 47 industries and 10 economic sectors. The latest report released on Tuesday covers consumer satisfaction with PC makers, as well as major appliances and electronics.

Apple's score of 87 in 2011 marks its highest tally yet, besting last year's result of 86 points. HP also improved by one point over last year's score of 77.

Competing PC makers have slightly narrowed the gap against Apple in recent years. In 2009, the Mac maker was 12 points ahead of its nearest rival, Dell, with Apple posting a score of 84 percent.
post #2 of 69
Nice to see Apple's satisfaction percentage actually going up as time goes on and they take on a much larger user base.
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post #3 of 69
And THIS is why it's worth a little extra money for a Mac. When something goes wrong, I can not only bring it into a brick and mortar store for help, I can also call on the phone and get an American accent.

No PC manufacturer can match that.

Heck, I brought in an iPhone 4 complaining about the proximity sensor, and even though it was all chipped up and clearly used, they gave me a new one, no questions asked. It was beautiful.
post #4 of 69
Quote:
Originally Posted by TimUSCA View Post

I can also call on the phone and get an American accent.

Heck, one time I even got a British accent. Talk about class!

(I'd somehow been routed to a call center across the Pond when calling the U.S. Dev number. Go figure.)

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post #5 of 69
Apparently the Apple fanbois really dislike Apple.

Think about it. Apple's growth has largely been from the non-fanboi section of the populace. However, as Apple has grown, its customer ratings has increased, indicating that the new Apple customers actually like Apple MORE on average, than the existing customers.

IOW, despite all the rubbish apple "fanbois" get from online trolls, they are more critical of Apple than the regular populace (which is not so surprising, when you think about the fact that the regular populace used to find Windows satisfactory).
post #6 of 69
Quote:
Originally Posted by addicted44 View Post

Apparently the Apple fanbois really dislike Apple.

Think about it. Apple's growth has largely been from the non-fanboi section of the populace. However, as Apple has grown, its customer ratings has increased, indicating that the new Apple customers actually like Apple MORE on average, than the existing customers.

IOW, despite all the rubbish apple "fanbois" get from online trolls, they are more critical of Apple than the regular populace (which is not so surprising, when you think about the fact that the regular populace used to find Windows satisfactory).

That's a very astute observation. I used to be a "helper" in the Apple Discussion boards and it was a bloodbath in there when OSX was released initially. And that was at a time when only the Mac faithful were using them.
post #7 of 69
Apple Customer Service is like the old world customer sevice of the 60s but better. At least Apple cares and most of the time the customer walks away with the problem solved. Sure Apple charges top dollar for its Macs but at least you know that you have bought quality combined withh the confidence that they stand behind their products.
Dell, Best Buy (to mention a few) they only care when you purchase the product after that you're going to battle your way towards any type of satisfaction.
post #8 of 69
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post #9 of 69
Quote:
Originally Posted by BUSHMAN4 View Post

Apple Customer Service is like the old world customer sevice of the 60s but better. At least Apple cares and most of the time the customer walks away with the problem solved. Sure Apple charges top dollar for its Macs but at least you know that you have bought quality combined withh the confidence that they stand behind their products.
Dell, Best Buy (to mention a few) they only care when you purchase the product after that you're going to battle your way towards any type of satisfaction.

Absolutely true. It also helps to live near an Apple store. I have had my Macbook for 4 years and they have performed 3 small repairs without charging me, all out of warranty, and within an hour. With an Apple store you have a free tech support guy forever, just make a quick same day appointment. How is that not worth the premium price of an Apple, not to mention the tight software/hardware integration and industry-best design and materials?

Why would you spend less on a Windows PC when the store won't do anything but shrug after 14/30 days and the manufacturer won't do anything after a year?

I have a Windows desktop since I can diagnose and repair that myself, but I won't settle for low quality laptops anymore.
post #10 of 69
Apple is doing well indeed. I know they could do better with customer satisfaction however. Why not put forth the small effort and push this rating over 90? Sometimes Apple is a real PITA when it comes to parts, repairs or replacements, and phone support duration is insufficient.

Most companies give a warranty of 3 years on hardware and 1 year of phone support. Apple is well short of this standard. While it is true that I've rarely had to use a warranty or phone support, there have been times when it's been necessary to seek support after 1 year, and when that happens, it's like running a marathon through he l l.

The other problem they have is being completely un-helpful when it comes to part replacements. If I need a replacement power supply or a drive mounting screw for a HP box, all I have to do is give HP a call (or go online) and order the replacement part. Done. Not so with Apple. Just try to get a part out of them, I dare you!

Example: I have an old Mac Pro tower at the office and the rotating plastic clip that holds one of the hard drives in place broke. I went to Apple seeking a replacement part. They would not cough one up. The only "solution" would be to order an entire replacement enclosure for over $1000 because the little plastic piece "isn't available separately". BS! I told them to screw that. I ended up gluing the part back together. If Apple doesn't think that action cost them sales, they are incorrect. The Mac Pro was actually used as a workgroup server, but no more! I now buy all server hardware from HP and run Linux on it. Apple's lost thousands of dollars in sales over that stupid move. Apple is a great company and they make some great products, but there are some areas where they still need to get their act together, and this is one of them, despite what the 'rating' may be.
post #11 of 69
Quote:
Originally Posted by addicted44 View Post

Apparently the Apple fanbois really dislike Apple.

Think about it. Apple's growth has largely been from the non-fanboi section of the populace. However, as Apple has grown, its customer ratings has increased, indicating that the new Apple customers actually like Apple MORE on average, than the existing customers.

IOW, despite all the rubbish apple "fanbois" get from online trolls, they are more critical of Apple than the regular populace (which is not so surprising, when you think about the fact that the regular populace used to find Windows satisfactory).

Excellent post and so true, at least in regard to me.

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post #12 of 69
Quote:
Originally Posted by addicted44 View Post

Apparently the Apple fanbois really dislike Apple.

Think about it. Apple's growth has largely been from the non-fanboi section of the populace. However, as Apple has grown, its customer ratings has increased, indicating that the new Apple customers actually like Apple MORE on average, than the existing customers.

IOW, despite all the rubbish apple "fanbois" get from online trolls, they are more critical of Apple than the regular populace (which is not so surprising, when you think about the fact that the regular populace used to find Windows satisfactory).

You cannot reach your conclusion based on the data you have.

It is possible that new customers have average rates of satisfaction, while the fanboys increased theirs. You seem to assume unchanged satisfaction among fanboys, but with no evidence whatsoever.

Just saying.
post #13 of 69
Quote:
Originally Posted by mytdave View Post

Apple is doing well indeed. I know they could do better with customer satisfaction however. Why not put forth the small effort and push this rating over 90? Sometimes Apple is a real PITA when it comes to parts, repairs or replacements, and phone support duration is insufficient.

Most companies give a warranty of 3 years on hardware and 1 year of phone support. Apple is well short of this standard. While it is true that I've rarely had to use a warranty or phone support, there have been times when it's been necessary to seek support after 1 year, and when that happens, it's like running a marathon through he l l.

The other problem they have is being completely un-helpful when it comes to part replacements. If I need a replacement power supply or a drive mounting screw for a HP box, all I have to do is give HP a call (or go online) and order the replacement part. Done. Not so with Apple. Just try to get a part out of them, I dare you!

Example: I have an old Mac Pro tower at the office and the rotating plastic clip that holds one of the hard drives in place broke. I went to Apple seeking a replacement part. They would not cough one up. The only "solution" would be to order an entire replacement enclosure for over $1000 because the little plastic piece "isn't available separately". BS! I told them to screw that. I ended up gluing the part back together. If Apple doesn't think that action cost them sales, they are incorrect. The Mac Pro was actually used as a workgroup server, but no more! I now buy all server hardware from HP and run Linux on it. Apple's lost thousands of dollars in sales over that stupid move. Apple is a great company and they make some great products, but there are some areas where they still need to get their act together, and this is one of them, despite what the 'rating' may be.

Just curious - is that an isolated example, or have you had other similar experiences with Apple?
post #14 of 69
Quote:
Originally Posted by akhomerun View Post


Why would you spend less on a Windows PC when the store won't do anything but shrug after 14/30 days and the manufacturer won't do anything after a year?

Dell has one year of in-home service. They send extremely competent people right to your house. Does Apple do that?

What if you live near a Best Buy and far from an Apple Store?
post #15 of 69
Quote:
Originally Posted by muppetry View Post

Just curious - is that an isolated example, or have you had other similar experiences with Apple?

Something tells me he walks into the apple store with a giant chip on his shoulder and puts everyone in an unhelpful mood.
post #16 of 69
Quote:
Originally Posted by ConradJoe View Post

Dell has one year of in-home service. They send extremely competent people right to your house. Does Apple do that?

What if you live near a Best Buy and far from an Apple Store?

Ha!

First, they only have it if you pay extra for it. Second, I've gained more business from clients who had that 'extremely competent' contractor leave their computer in a total shambles.
post #17 of 69
Quote:
Originally Posted by ConradJoe View Post

Dell has one year of in-home service. They send extremely competent people right to your house. Does Apple do that?

What if you live near a Best Buy and far from an Apple Store?

Hmmmm... this service really put them (Dell) over the top in the customer satisfaction score.
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post #18 of 69
Quote:
Originally Posted by TimUSCA View Post

Heck, I brought in an iPhone 4 complaining about the proximity sensor, and even though it was all chipped up and clearly used, they gave me a new one, no questions asked. It was beautiful.

Dropped my iPad a week ago on the sidewalk. Completely my fault. Walked into an Apple Store, told them the truth, and they gave me a new one.
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post #19 of 69
Quote:
Originally Posted by island hermit View Post

Hmmmm... this service really put them over the top in the customer satisfaction score.

That's a good point. So why is the customer satisfaction so low if they offer such great customer service?
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post #20 of 69
Quote:
Originally Posted by ConradJoe View Post

Dell has one year of in-home service. They send extremely competent people right to your house. Does Apple do that?

Who the fuck wants a Dell?

Quote:
Originally Posted by ConradJoe View Post

What if you live near a Best Buy and far from an Apple Store?

Who says somebody has to buy a computer from an Apple store? Anybody can order online. Sometimes I buy stuff from an Apple store and sometimes I order stuff online, both methods work equally fine. I've never once had to take a Mac in for repair in the many years that I've been using them.

Once again, Apple is kicking ass, and it's taking no prisoners. Apple is also leaps and bounds ahead of it's closest competitors.

There's a saying that goes "you get what you pay for", and that's not always true when it comes to some things, but in the case of Apple, it certainly is, which has more satisfied customers than anybody else. Mentally retarded trolls may disagree, but the facts speak for themselves.
post #21 of 69
Quote:
Originally Posted by Apple ][ View Post

Who says somebody has to buy a computer from an Apple store? Anybody can order online. Sometimes I buy stuff from an Apple store and sometimes I order stuff online, both methods work equally fine. I've never once had to take a Mac in for repair in the many years that I've been using them.

Once again, Apple is kicking ass, and it's taking no prisoners. Apple is also leaps and bounds ahead of it's closest competitors.

There's a saying that goes "you get what you pay for", and that's not always true when it comes to some things, but in the case of Apple, it certainly is, which has more satisfied customers than anybody else. Mentally retarded trolls may disagree, but the facts speak for themselves.

I love that you can order online and in the store and still use their stores and phone-based customers service for repairs. Can't take your Dell to the mall kiosk.

There mail-in repair service is also fast and competent. You call them up, they send you a box overnight with it's own overnight mailing label to ship your product to them. They will repair it the day they receive and overnight it back to you.

I know people that have owned "PCs" from other companies that shipped their machines in for repair that 1) had to pay for the initial shipping and 2) waited weeks for the item to be repaired. These might be isolated incidents but they were certainly rememberable to me.
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post #22 of 69
Had a client with an overheating iMac, out of warranty. Walked into an Apple store, they checked it out, brought a new one up from the back, transferred all settings and files, sent me on my way. Under an hour.

Not a big corporate client, just a random dude with an iMac. Think you're ever going to get that at Best Buy? They'll offer you a deal on a new computer that's "much better" and "goes to 11."

Really, Apple and everyone else are playing completely different games. PC apologists are left grasping at straws, now that it's starting to pay off and they can't dismiss Apple as some kind of boutique operation catering to snobs.
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post #23 of 69
Quote:
Originally Posted by muppetry View Post

Just curious - is that an isolated example, or have you had other similar experiences with Apple?

Good question. It is not an isolated example. I have several experiences of this kind. It mostly seems to revolve around parts. You simply can't get replacement parts out of Apple at any price.

On the other hand, when I've needed repairs under warranty, they have come through with flying colors. I had a Mac mini with a bad CD drive. It was still under warranty and they replaced it right away with no hassle. Another good experience was when Apple replaced my original iPhone due to a mfg defect in the touch screen. It was out of warranty and they took care of it anyway.

So Apple service is great in some respects, but their warranty period is short and they are usually difficult once the warranty period is up, and they are never, ever, any good whatsoever, when it comes to replacement parts.
post #24 of 69
Quote:
Originally Posted by mytdave View Post


So Apple service is great in some respects, but their warranty period is short and they are usually difficult once the warranty period is up, and they are never, ever, any good whatsoever, when it comes to replacement parts.

I've never had a use for this, but if somebody wants a longer warranty, then they could always get Applecare. 3 years of support is plenty.
post #25 of 69
Quote:
Originally Posted by mytdave View Post

Good question. It is not an isolated example. I have several experiences of this kind. It mostly seems to revolve around parts. You simply can't get replacement parts out of Apple at any price.

On the other hand, when I've needed repairs under warranty, they have come through with flying colors. I had a Mac mini with a bad CD drive. It was still under warranty and they replaced it right away with no hassle. Another good experience was when Apple replaced my original iPhone due to a mfg defect in the touch screen. It was out of warranty and they took care of it anyway.

So Apple service is great in some respects, but their warranty period is short and they are usually difficult once the warranty period is up, and they are never, ever, any good whatsoever, when it comes to replacement parts.

I would guess that, like most things, Apple designs its systems to benefit the many at the expense of the few. People who order their own parts to do their own repairs must be a vanishingly slight percentage of their customers (indeed, their designs are increasingly non-user serviceable), so while irritating for the knowledgeable it doesn't really have any bearing on their business.
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post #26 of 69
Quote:
Originally Posted by solipsism View Post

Dropped my iPad a week ago on the sidewalk. Completely my fault. Walked into an Apple Store, told them the truth, and they gave me a new one.

My well out of warranty three year old laptop's battery started to expand this summer and they gave me a new one without a second thought

Apple really does have the only customer service that is easy to deal with
post #27 of 69
Quote:
Originally Posted by addabox View Post

I would guess that, like most things, Apple designs its systems to benefit the many at the expense of the few. People who order their own parts to do their own repairs must be a vanishingly slight percentage of their customers (indeed, their designs are increasingly non-user serviceable), so while irritating for the knowledgeable it doesn't really have any bearing on their business.

I think you are right, but it frustrates the hell out of us who do our own servicing.
post #28 of 69
I recently bought a Dell printer real cheap.
I called to see if it was Lion compatible.
The offshore agent asked what Dell computer I had it attached to.
I explained it was a Mac running Lion.
The agent in a heavy accent asked again what model Dell it was attached to.
I tried to find Dell’s corporate phone number to complain.
A half hour search turned up nothing.
I wrote Michael Dell complaining.
I got a call from another offshore agent offering to help me.
Again the agent wanted to know what Dell computer I was using.
I explained that Lion ran on Macs and not Dells.
The agent took my phone number and said they would refer this to another department.
I got a call from an English speaking native who had the answer.
In short: Offshore support = No support.
If you buy a Dell good luck getting meaningful support.
post #29 of 69
Apple recently let us keep the wireless keyboard and mouse that came with a recent iMac purchase when I told them that we had accidentally ordered the stock configuration instead of one with the wired keyboard and trackpad. They sent out keyboard and trackpad free of charge. Of course it took a little effort, but they took care of us.
post #30 of 69
A year or so ago, I had a last generation G5 Mac Pro with what I suspected was just a dead power supply. I thought, $250 or so for a new power supply and I'll have a reasonably powerful backup device. No warranty on hand, so I was prepared to pay cash to bring this machine back to life. So, off to the Genius bar. They triaged the Mac Pro and accepted the repair. A week later someone called from Apple saying that they were not going to repair my 'legacy' machine. Before I could get a word in edge-wise, the Apple representative explained that they were just going to replace the machine with a new one. What? That's right; later that day I walked into my local Apple store and took possession of a brand new, in a unopened box, Nehalem Mac Pro. Say what you will about Apple and/or their support, but it's on par with no other computer company out there.
post #31 of 69
Quote:
Originally Posted by cameronj View Post

Ha!

First, they only have it if you pay extra for it. Second, I've gained more business from clients who had that 'extremely competent' contractor leave their computer in a total shambles.

Your first statement is factually incorrect. Your second statement is a sales pitch intended to gain customers.
post #32 of 69
Quote:
Originally Posted by 'Apple

[;1945781'Who says somebody has to buy a computer from an Apple store?

So far, nobody.

HTH.
post #33 of 69
Quote:
Originally Posted by tjwal View Post

I think you are right, but it frustrates the hell out of us who do our own servicing.

No doubt. Just out of curiosity, what machines are you able to do servicing on at this point?
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post #34 of 69
Quote:
Originally Posted by mytdave View Post

Apple is doing well indeed. I know they could do better with customer satisfaction however. Why not put forth the small effort and push this rating over 90? Sometimes Apple is a real PITA when it comes to parts, repairs or replacements, and phone support duration is insufficient.

Someone is kidding himself. "Small effort" to increase approval rating from 87 to over 90? That would require a Herculean effort.

Quote:
Originally Posted by AppleInsider View Post

Apple has once again topped the American Customer Satisfaction Index for PC makers, making it eight years in a row that consumers have been most satisfied with the Mac maker.

Apple's score in 2011 was up 1 percent to 87, placing the company a comfortable 9 points ahead of its nearest competitor. The average score in the personal computer business was tracked at 78 points on the 0-to-100 scale.

The ACSI said that Apple's dominance in computer satisfaction appears to be "unstoppable," as competing PC makers topped out in 2011 with scores in the 70s. HP was the best of the lot with a score of 78, while Dell and Acer sat at 77.

Someone needs to learn some math skills. If HP was the best of the lot at 78, how could the average be 78 - unless everyone else was also 78? Since Dell and Acer were lower, the average couldn't be 78.

Quote:
Originally Posted by ConradJoe View Post

Dell has one year of in-home service. They send extremely competent people right to your house. Does Apple do that?

What if you live near a Best Buy and far from an Apple Store?

So Dell's customer service must be REALLY atrocious if they offer one year of in-home service - and Apple still creamed them on customer service ratings.
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post #35 of 69
Quote:
Originally Posted by addabox View Post

Had a client with an overheating iMac, out of warranty. Walked into an Apple store, they checked it out, brought a new one up from the back, transferred all settings and files, sent me on my way. Under an hour.

Not a big corporate client, just a random dude with an iMac. Think you're ever going to get that at Best Buy? They'll offer you a deal on a new computer that's "much better" and "goes to 11."

I really hope to get this kind of service if/when my 3.5 year old Mac Pro has another issue. I've already had a few issues covered under warranty, and one of them was honestly a PITA. Be more than sweet if the next issue I have I get to leave the store with a shiny new Mac Pro. Obviously I'm not expecting this. My expectation is to leave the store with a shiny new iMac, and a much thinner wallet.
post #36 of 69
Quote:
Originally Posted by Apple ][ View Post

I've never had a use for this, but if somebody wants a longer warranty, then they could always get Applecare. 3 years of support is plenty.

That is true, and for some products (anything portable?) the extended warranty is probably a good idea. Since Apple's products are higher quality compared to others, it's unfortunate they're not willing to extend what has become the industry standard warranty of ~3 years to back up the superior build quality...

Of course if they did that, it would be harder to push extended warranties on customers. Apple Store "attach" rates would fall and result in a small decline in profits at retail. (Extended warranties can be big money makers for companies, generating 'free' money - it's a gamble really, but the game is stacked in favor of the house).
post #37 of 69
Quote:
Originally Posted by addabox View Post

I would guess that, like most things, Apple designs its systems to benefit the many at the expense of the few. People who order their own parts to do their own repairs must be a vanishingly slight percentage of their customers (indeed, their designs are increasingly non-user serviceable), so while irritating for the knowledgeable it doesn't really have any bearing on their business.

I see your point there, but the need for parts isn't rare, especially in business. Companies have their own IT departments, and don't have time to waste trying to run a product through a warranty repair for simple issues. It's quicker, easier, and overall less expensive to just replace some parts in-house.

Sometimes it has nothing to do with a repair at all. For example, hard drive mounting screws. These are unique to each manufacturer (cause most are shock absorbing mounts now), and additional screws are easy to get from everyone except Apple.

I do think that there are fewer people who do any repairs on computers, but the few that do so, are not that few in number. There are millions upon millions of Macs in the installed base, and most are now out of warranty. Someone has to maintain these machines, especially in business.

I also think that non-user serviceable designs are a shame. It's not a good direction to go. Obviously there is not much that can be fixed in an iDevice, but there is no good reason whatsoever to solder RAM on the motherboard of a MacBook Air (the reason I refuse to buy one - despite the thousands of other people who are buying them).
post #38 of 69
Quote:
Originally Posted by jragosta View Post

Someone needs to learn some math skills. If HP was the best of the lot at 78, how could the average be 78 - unless everyone else was also 78? Since Dell and Acer were lower, the average couldn't be 78.

Apple's score of 87 is a part of "the personal computer business" as well, thus helping to "raise" the average to 78.
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post #39 of 69
Quote:
Originally Posted by Apple ][ View Post

Who the fuck wants a Dell?

I think that concludes this discussion quite succinctly.
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post #40 of 69
I just wished the Genius Bar employees were more knowledgeable about their own products and services. From my experience, anything outside of basic troubleshooting steps stump them.

I love that my 2009 MacBook Pro has an issue charbroiling power cables and their response is just to give me a new cable -- or a discount on a cable. That's nice, but how about actually fixing the problem? I'll upgrade my MacBook Pro next year anyways, but the issue is annoying as well when the laptop can no longer charge and I have to fight with the Apple Store employees to replace the cable yet again.

I purchased the MacBook Pro a week after Mac OS X Snow Leopard was released; however, the box only included Mac OS X Leopard. I returned to the store the next day and they had the attitude of "how come you didn't return to the store immediately?" Umm... because I purchased the Mac during the evening and I didn't open the box as soon as I walked out of the store. I ate dinner with family, did some shopping and then went home. They had the attitude like I was trying to scam for a free disc. After a week of arguing with them, they admitted they sold me an opened box MacBook Pro for full price and the previous owner returned the Mac the exact same day I purchased it so they probably didn't verify all the contents were there. Hell, if I knew it was used, I wouldn't have bought it.

A few years ago, I had an iMac whose Mac partition would get hosed from trying to install any Microsoft Windows or Linux flavor via Bootcamp. Their response was just to talk to Microsoft about the issue. Umm... okay. The exact same Microsoft Windows discs work fine now with later revisions of Bootcamp.

From personal experience:

- Dell customer support is atrocious. They deliberately dicked me around about a dead laptop until the warranty expired and then played the "it's outside the warranty" card. I'll never buy from Dell again.
- Asus has gone to extreme measures to keep me happy. I had a Blu-ray Burner that was not properly reading dics, so they sent me a new one and told me to keep the old one.
- Apple been in the middle for me. It's nice talking to real human, but their tech support knowledge seems limited.
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