Logic Board Issues on MacBook

I had purchased a MacBook Pro for my daughter for university last August 2012. 3 months after the 12 month warranty expired the computer would not start up. My daughter brought the computer to an authorized Apple service repair store for a diagnostic and was informed that the logic board died.

In researching this problem we noted on Apple's forum that many users had experienced similar issues with their MacBook's. In addition, users on the forum indicated that it has been their experience that Apple will not offer any goodwill to customers for products out of warranty, even if problems occur shortly after the warranty expires.

With nothing to lose we visited the local Apple store to see if they could do anything for us. As expected, the store manager advised that she could not do anything as the computer is out of warranty and indicated that we would have to escalate this with Apple Care. We called Apple Care and they told us that they had no authority and that it was up to each local Apple store to try and resolve issues with their customers.

While we understand that the store manage was probably just following company direction, what we found upsetting was her emphasis, almost to the point of blaming us for not purchasing Apple's extended warranty.

We paid a 100% premium for a Mac over a similar spec'd PC, expecting a reliable product. I could not justify paying an additional 25% premium for an extended warranty that would only give me an additional 2 years of coverage.

Based on the experience of others, we walked into the Apple store with no expectations. We walked out with even lower expectations.

I recall Apple's television commercials in which Apple tries to distinguish itself from PC users, portraying PC users in an unflattering, less than intellignent manner compared to the "cool" Apple users. Apple has stopped playing those ads. Based on Apple's client relations philosophy, it seems Apple must think its customers have more in common with PC users than originally thought.

Sadly, Apple may be right. From a customer service perspective, just because Apple can treat their customers in this manner, does not mean they should.