The lack of Apple Service in Europe
Last april I bought a MacBook Pro 1.83 GHz during my stay in the US. I always preferred the us keyboard layouts, and since Apple claims to give a worldwide warranty I thought it would be no problem.
The first MacBook Pro had a dead pixel. To me that's unacceptable, so I went back to the shop. They didn't want to replace it, and said they also couldn't repair it under warranty. After making all sorts of trouble I finally got a new one. I was happy - for a short while.
But soon after that, I noticed how bloody hot the thing got and experienced the annoying cpu whine. For a 'professional' product, this is totally unacceptable. If I would have been informed about these flaws before I bought it, obviously I would have taken my business somewhere else. So back in the Netherlands I went to the local Apple Center. They tried repairing it twice, replacing the logic board. This didn't help at all. Then they refused to help any further as they said there was no official solution from Apple for these problems, so I contaced Apple Europe. They were willing to replace the machine. It's impossible for them to pick up the old one and bring the new one at the same time, so you don't have a laptop for 10-15 days. Thanks Apple. In Europe, they also cannot give you a version with a us keyboard layout. Worldwide warranty will result in basically a different product. Which is interesting, since the MacBook Pro was shipped directly from China (so I bet the one made before and after mine have us keyboards). We discussed the layout and it seemed to be similar to the us version, but on receiving the new one it turns out it is different.
So much for Apple Worldwide Warranty.
Anyway the new version has exactly the same problems. It actually got worse, because they gave me 1 GB RAM instead of the 1.5 I had before, and now I have a keyboard that *****. I contacted Fernand Kuijken from Apple Europe in Ireland, and he said I should have it repaired in the Apple Center I went to before. I told him that they refuse to repair it, so he said I should just go to another one and drive a bit further. No solution for the keyboard was given, nor any explanation why I have less RAM than we agreed. In essence, Apple stole 512 MB of RAM, and gave me a crappy machine that overheats, whines, and has a terrible keyboard.
I told him this was unacceptable, and that I demanded a refund. I have had 5 versions of the MacBook Pro and none of them works properly. Apparantly, Apple can't make a decent MacBook Pro. Mr Kuijken claimed that normally that's no problem, but since I bought it in the US I would have to go back there to get my money back! Well that's realistic. Worldwide warranty? I think not! After I told him that according to the worldwide warranty the consumer rights of the Netherlands apply, which basically means after three times I have the right to demand my money back, he literally said "i advise you to start a lawsuit". If this is the attitude of Apple worldwide then that is insane. If they cannot fix a product or replace it with a decent one, they have no right to leave the customer in the cold like that.
Apparantly Apple is trying to just keep repairing and replacing the product until you are out of warranty? This is my first experience with Apple, and a very dissappointing one. I though Apple meant quality and service, but it means crappy products that shouldn't really be on the market yet, and lousy customer service.
I was wondering how many others have had problems with the "Apple Service" in Europe? When it comes to refunds, do they always have this insane attitude?
MacBook Pro 1.83 GHz Mac OS X (10.4.6)
The first MacBook Pro had a dead pixel. To me that's unacceptable, so I went back to the shop. They didn't want to replace it, and said they also couldn't repair it under warranty. After making all sorts of trouble I finally got a new one. I was happy - for a short while.
But soon after that, I noticed how bloody hot the thing got and experienced the annoying cpu whine. For a 'professional' product, this is totally unacceptable. If I would have been informed about these flaws before I bought it, obviously I would have taken my business somewhere else. So back in the Netherlands I went to the local Apple Center. They tried repairing it twice, replacing the logic board. This didn't help at all. Then they refused to help any further as they said there was no official solution from Apple for these problems, so I contaced Apple Europe. They were willing to replace the machine. It's impossible for them to pick up the old one and bring the new one at the same time, so you don't have a laptop for 10-15 days. Thanks Apple. In Europe, they also cannot give you a version with a us keyboard layout. Worldwide warranty will result in basically a different product. Which is interesting, since the MacBook Pro was shipped directly from China (so I bet the one made before and after mine have us keyboards). We discussed the layout and it seemed to be similar to the us version, but on receiving the new one it turns out it is different.
So much for Apple Worldwide Warranty.
Anyway the new version has exactly the same problems. It actually got worse, because they gave me 1 GB RAM instead of the 1.5 I had before, and now I have a keyboard that *****. I contacted Fernand Kuijken from Apple Europe in Ireland, and he said I should have it repaired in the Apple Center I went to before. I told him that they refuse to repair it, so he said I should just go to another one and drive a bit further. No solution for the keyboard was given, nor any explanation why I have less RAM than we agreed. In essence, Apple stole 512 MB of RAM, and gave me a crappy machine that overheats, whines, and has a terrible keyboard.
I told him this was unacceptable, and that I demanded a refund. I have had 5 versions of the MacBook Pro and none of them works properly. Apparantly, Apple can't make a decent MacBook Pro. Mr Kuijken claimed that normally that's no problem, but since I bought it in the US I would have to go back there to get my money back! Well that's realistic. Worldwide warranty? I think not! After I told him that according to the worldwide warranty the consumer rights of the Netherlands apply, which basically means after three times I have the right to demand my money back, he literally said "i advise you to start a lawsuit". If this is the attitude of Apple worldwide then that is insane. If they cannot fix a product or replace it with a decent one, they have no right to leave the customer in the cold like that.
Apparantly Apple is trying to just keep repairing and replacing the product until you are out of warranty? This is my first experience with Apple, and a very dissappointing one. I though Apple meant quality and service, but it means crappy products that shouldn't really be on the market yet, and lousy customer service.
I was wondering how many others have had problems with the "Apple Service" in Europe? When it comes to refunds, do they always have this insane attitude?
MacBook Pro 1.83 GHz Mac OS X (10.4.6)
