Originally Posted by anantksundaram
Gosh, you do seem to have a surfeit of bad luck with Apple products! (I recall that you were really happy with the concept of the MBA, as I was. For the record, I should point out that the one that my wife bought looks/works absolutely great.)
What does Apple say? Did they replace these products?
I bought the Air through my local electrical goods shop and they have a great replacement policy of 30 days, no matter what the problem; beats the heck out of Apple's 2 weeks. They also gave me a longer (5 years versus 3) extended warranty for less (150 dollars versus 300).
The Apple regional representative and I talked in January about quality issues and the Call Center (the Apple Call Center is a complete joke), and he said then that if I ever had problems to go through him, so I felt a little better about making my purchase. He was a bit shocked that only a few weeks later I had a problem (dead fan). It took him and the shop a week to get a replacement and to have it checked out by the Apple Test Center in Japan. They didn't notice that the screen was badly tilted (the first one's was straight) and certified the computer. The Apple rep brought it to the shop and was there when they gave it to me; I noticed the screen almost immediately and refused to accept the computer. The shop and the Apple guy agreed the workmanship was bad and agreed I should get another replacement as soon as possible. They will again test it and this time give the machine a better looking-over. I opened Apple.com and showed the rep the #1 list on why to choose a Mac, "It just works", and asked for Apple to honor that claim.
About other problems, I have in the past had a very hard time getting Apple to actually admit machines had problems, had pretty random luck with repairs actually rectifying the issue, occasionally had machines returned with the main problem fixed but with a new problem, or, as in the case of my iPod nano with its titled screen, had Apple say that that is perfectly within normal parameters.
In short, my experience with Apple has been pretty bad and I seriously feel that the company has peaked and it is just a matter of time before it flounders. They do not seem to care about their customers (quality control would be better as would service), rather to only be focused on making a quick buck for their shareholders, which disgusts me; nobody should get rich when customers have machines that don't work. I first posted the need for improving quality control on Apple's discussion boards back in 2005 but that was a couple of years after I first voiced that notion and questioned the "it just works" line to both my local shop and to the call center (my iBook had problems back in 2002 that Apple never could repair; I filed the machine in the permanent round file; my PM G5 was DOA twice and another failed in the shop before delivery, then that machine failed within 2 years requiring three repairs that Apple never quite got right and then ended up replacing the machine). Three years later, I have had more problems and headaches; the list is really phenomenal. Most incredible is the fact that I keep blowing my money on Apple products even after having such bad luck.
Regarding the Apple Japan Call Center: The call center once refused to admit one of my computers had a problem because they didn't have the problem already on file; Catch-22. For a keyboard issue, I was told that I typed too heavily; took it to the Ginza Store, where they fixed it once, but it took a total of 3 repairs to fix. For a software issue, I was asked if the app was an Apple product; it was the upgrade package for the Touch released by Steve Jobs... Who? That was several hours after the Call Center opened for the day; they were not informed. Several times when asking for help I could actually read along: the phone rep would just read the help menu found on the screen. When I asked once to speak to a superior, I was told they couldn't do that. Once the clerk had no idea what I was trying to explain and I ended up asking him if he was an Apple user to which he replied in the negative. A rather simple software installation issue cost 300 bucks for Apple Care: I was 2 days over the 90 day period and the center refused to answer a question that my local shop answered for free three days later even though I had bought the machine from the online Apple Store. Only recently did I discover the call center was outsourced.