[IP] last on -- Appears that a contract from Apple is NOT worth the Paper it is written on!

[Dave Farber <dave@farber.net>]

It is because I (we) tend to expect more from Apple and usually get it   djf

------ Forwarded Message
From: Glenn Fleishman <glenn@glennf.com>
Date: Thu, 28 Nov 2002 07:32:50 -0800
To: Dave Farber <dave@farber.net>
Subject: Re: <[IP]> Appears that a contract from Apple is NOT worth the Paper
it is written on!

I'm not sure why you published this long account of low-level routine
incompetence, which is prevalent throughout the industry. Apple typically
gets tested out by the independent analysis groups as having tech support as
good as Dell's. Since I write an Apple column for the Seattle Times, I get
random email from readers who have problems. In the two years I've written
my column, I've received a grand total of ONE piece of email from someone
complaining about a support policy issue (out of probably 1,000 pieces of
email), and that was a problem with getting a full OS X 10.1.x installer
because of a particular problem.

Gordon is right that it's absurd what he went through, but he needs to
escalate into management (managers, at least) rather than use the faulty
logic of relying on front-line tech support people to extrapolate on Apple's
policies.

I've had dozens of items repaired under AppleCare of all kinds, including
broken LCD displays on PowerBooks, as have had my freelance officemates --
one Titanium (an early shipping model) has gone back THREE TIMES and
repaired each time almost instantly, correctly, and without complaint.

------ End of Forwarded Message

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