[jstein]

Hello everyone,
Sine we humans have an innate quality to justify our existence though what is called pain or a bad experience, I have decided to do something different. We all know the scores of threads about Apple and their repair debacles. The legions of frustrated Apple users who have been burned by a bad repair job and who have posted in this community are almost legendary. In many of these threads I have joined in with the victim of such an atrocity. So in no way is this thread design to scorn or mock them about their plight.

However, I wanted to share my personal experience. A few weeks ago the track button on my track pad begin to act strange. To get things to work I would have to press down very hard on the track button or press it several times. Finally I decided to call Apple this past Friday, to do something about this. The service rep told me that there would be 5 to 7 day wait on laptop repairs. I told him no problem and the box to send my laptop back in was being sent to me. The box arrived Monday and on Tuesday I sent my trusty laptop off for repairs. Well, guess what happen today? My computer is back and everything as of right now is working fine. I must commend Apple repair service on a very professional and fast repair job. Hopefully, this will continue with everyone else as well………

[bighead]

I've always said that positive repair experiences far outnumber those with negative experiences. Like with any customer service situation, like with a restaurant's food and service, negative experiences are communicated something like 10 times more often than positive ones (can someone tell me the real number on that?) Very rarely do I see machines not fixed the first time, and most of the time a unit needing a second repair is due to something completely separate from the first repair. Multiple machine repairs are just bad luck most of the time.

Another thing I always laugh at is how often someone complains about a unit being classified as "abused" when they say there are just "some scratches on it" (My 8 year old threw a Coke can and cracked the LCD) or "I walked through the rain with it" (Starbucks lattes fall from the sky!?) and "I only tugged on the cord once" (I am an idiot who tripped on the cord 10 times and broke the AC adapter tip in the DC board on #10 along with warping the retaining ring so that it no longer fits in the plug.) Get over the fact that you're stupid and have to live with the consequences!

That said, I do think more people who have had positive experiences need to talk about them because I certainly know they are out there. They are less vocal about it, because there isn't any sense of frustration.

[TAZ]

I'm in the same boat. VERY positive experiences with Apple Care. I sent my iPod in a while back for random resets and within a week it was back to me. Last week my 15" Al started to freak out with repeated crashes. Did ther hardware test thing and came to the conclusion that either the memory connector or the board was fried. Called Apple on Tuesday to report problems. Box arrived on Wednesday afternoon. I shipped it out on Thursday after work with arrival at the center on Friday afternoon. moday I get a call from the wife stating that DHL just dropped off a big box. Turns out my PB had returned with a new screen, MLB and memory module. You cant ask for much more. I didnt even report the spots on the screen, just put a note inside the box.