What I have in common with Eddie O’Sullivan
October 31, 2007 at 5:15 pm
A shared hatred of apple. A feeling that we’ve been ‘had’ by Mr Jobs. A bitter taste of loss – in fairness Eddie has that in spades, I’m only experiencing that in relation to my business and my music files.
Both Eddie O’Sullivan and I suffered from Mac Book Pro failure on the same day. I wonder if Mr O’S is getting a better customer service than I am?
Background to this tragic tale … ie. I am not a total thicko running a business with no back up system.
- Six weeks ago, I contacted Apple because I was unable to restore my backed up data files. I have a dot mac account for automatically backing up important business files. This updates important files daily, less important weekly, etc. Apple don’t do phone support on dot mac accounts, so I waited and waited for a reply and got nothing.
- Two weeks ago, I contacted Apple again to learn how to restore my backed up files. I know the importance of testing your back up system and I had diarised a note to myself to see whether I heard back from them. That was on the 17 October.
- On 19 October I left my Mac Book Pro in to be serviced. It’s just over a year old and as it’s my primary business tool, I like to make sure everything’s working as it should be. Imagine how I felt when I returned after the weekend to find out that the hard drive had failed. When the ‘apple doctors’ were running the utilities it gave up the ghost and went into the hard drive equivalent of a coma. It shut itself away from the world – which is what I felt like doing when I got the news last Tuesday.
That’s bad but guess what? The mac book pro was 37 days out of warranty. So Apple won’t stand over it. When I was on to one of the many customer service people dotted around the globe they told me that they treat all their customers the same – so whether you’ve bought a piece of tiny plastic (ipod shuffle) or a top of the range laptop they don’t care, they make no distinction and just read a script that’s designed to get you to go away.
Then I thought – huh – I bought an ipod shuffle and the piece of s**t died after about 18 months. It was only a cheap purchase so I let it go.
My Powerbook died after 3 years – it was a working piece of kit, so 3 years isn’t bad is it?
But now I just feel stupid and duped by clever marketing and nice design - this is my 3rd piece of Apple kit to fail in 2 years. You kind of got to think that Apple are churning out cruddy products now wouldn’t you?
The iPhone? Forget it. I’d rather hook myself up with a pair of old Bachelors beans cans and some string than use the iPhone.
And you know what? Everyone has their story – the ones who this has happened to really empathise and almost relish sharing. Other people nod sagely and say ‘yeah well everyone knows automated back-up is bad’. And still others remind me of the episode in Sex & The City where Carrie’s work get lossed because she didn’t know what back up was….
I am not that lady. I had a system in place and because Apple didn’t get back to me, I have lost everything.
[the list of condolences is now open....add your comment below]
Comments (5 responses)
I’m really sorry for your loss… But seriously, that sucks. Sorry to hear that.
Thanks. Actually the good thing is that I have the latest version of all software that I use. And am currently investigating options for the most shock proof NON APPLE involved backup system ever!!
Sorry to hear about your recent computer woes! I guess I’m lucky that I just purchased Apple Care to extend my warranty (expiring this week) for another two years. After the logic board on my iBook failed last year and I bought a MacBook Pro, I’ve been living somewhat in a state of fear. No problems with my various iPods (or iPhone, knock on wood) and things, but the computer stuff is more critical (and costly). Of course, I’ve had much worse luck with Windows PCs over the years, so even Apple’s sins are, for me, an improvement, and I’ve had decent support experiences on the rare occasions when they’ve been necessary, but I imagine that once your warranty is up, you’re totally screwed. How sad that these companies can get away with putting out unreliable products and offering weak customer support, and we just let them do it because there’s nothing better…
Reading your post yesterday made me do two backups last night instead of just the one I try to do nightly. Not cool at all.
Damn. That sounds like a bitch with the hard-drive. Never had a mac belly-out on me. Strange. The disadvantage of that happening with a PC, would be that you’d have to add (while screaming at it): “AND you were ugly and dysfunctional throughout the whole of our working relationship!”, which, I assure you, would be that much more painful.
Awful luck Maryrose… I don’t have a bias for or against Macs but I just bought a lovely new HP Tower with a 22″ flat screen and the infamous Vista installed – so far it’s neither ugly or dysfunctional – in fact I am very taken with it! No doubt you’ll give us all an update when you make a decision on your replacement?
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