Originally Posted by flipkal
I can't understand why people pile on Apple whenever their product goes bad out of warranty. Apple has surprised the hell out of me with two incidents that happened during the past few years:
1) In 2011, Apple notified me by mail that our iPod Nano, purchased in 2006 had battery issues. They asked me to send it back and they would 'rectify the situation'. We hardly used that iPod anymore, so I sent it back. A few weeks later, we received a brand new Nano, their latest model to replace our old one.
2) Last year, I received a note from Apple in the mail that my iMac model was experiencing hard drive failures. If I took the Mac to an authorized service, they would replace the drive with a brand new one at no cost.
This is the Apple that I know, that I invest in, and that I admire. They really care about their customers. Buy Applecare, play by the rules, and all should be fine.
I don't know that it's any more about piling on than it's about people being apologists for Apple, whether there is a real issue to be looked at or not. It most definitely is worth looking at, right? While I have been an Apple customer and "fan" since the mid 1980's, I also realize that it is a for-profit company, not so different from any other for-profit company. And its interests and my interests (as a consumer) might not always be the same. As an AAPL shareholder, I want them to maximize profits and minimize losses and expenses. With my employer, that is one of my primary duties. So I understand and accept that. Because they make a mint selling RAM, I understand why they keep their RAM sealed away and make it virtually impossible to boost the memory on many/most products these days. Hey, if I had that half-human vampire, Carl Icahn, wanting to "have dinner" with me every other week, I'd probably make the computers run on some oddball voltage and make you buy a $500 converter that only we sold. Need to charge your $100 iPod Nano? Sure. But the converter is still $500. Anything to make enough money to get Creepy Cousin Carl off my back! But jokes aside, if and when Apple becomes aware of systemically defective components, I do think the company could do a MUCH better job of communicating that to its customers.
While you apparently got a note from Apple concerning your iMac's hard drive, I got no such note about my defective AMD Radeon HD 6970M graphics card. I happened across the information on my Google News Apple feed. Luckily, by the time the main display started acting up (and finally died altogether), I knew what was happening and I was able to still use the Thunderbolt display to save a project I had not yet completed. I got the computer to an authorized service center, which informed me that one reason I probably had to find out on my own was Apple tends not to call its recalls "recalls" for legal and PR reasons. It's more like, "uh oh... so you found the problem that we knew we had - well, don't worry, we'll take care of that for you at no charge." That is not cool at all. But look, I feel that I'm a reasonable person. I don't look for and I don't need a free lunch. And having worked in various areas of manufacturing related Fortune 500 companies for 20 years or so, I know that no manufacturing process is or can be completely defect free. And I feel that of the consumer related companies that I have bought products from, Apple really is one of the best when it comes to customer service. The people I spoke with at Apple were nothing but helpful and polite. And I appreciated that. But I would not be so pleased if I hadn't come across this AMD graphics card problem beforehand and I'd been caught by surprise.
BTW, while repairing my computer's dud AMD graphics card, they found that my hard drive was also in the process of dying a slow death. Either under the AppleCare warranty that I bought or under some other unknown "replacement" program, they replaced that for free too. The computer runs like new again. And that's great. But I better not find out that on top of every other problem this computer has experienced, I NOW have a display problem that Apple or LG knew they had, but someone, somewhere thought it better to speak no evil, see no evil, hear no evil. I bought my 27 inch iMac about the same time as this Rasmussen fellow. I'll be covered by AppleCare for another year or so. So I'll have gotten good use out of this thing as long as it lasts at least that long. But I will follow this lawsuit just to see what the courts find out. I would be genuinely saddened to learn that Apple's rep for "it just works" is built on the early days, when I first walked in an Apple reseller's doors to buy my first Mac Plus, but now no longer means much. I hope that's not the case and doesn't ever come to pass - just in the name of turning a buck.
Edited by Jag_Warrior - 12/22/13 at 12:14am