[Yakov]

I went recently to the Apple Store in Pittsburgh (Shadyside) with two problems: "Sudden shutoff" without safe sleep when battery capacity gets to around 0:30 (tired battery syndrome), a cracked wrist pad, and some confusions with iPhoto.

The "genius" there replaced my entire keyboard right away, then gave me a new battery even though they're not supposed to do that once I get above 300 cycles, then called over a "creative" to help me with the iPhoto problem, then tried to call AppleCare to fix a problem with my warranty (my AppleCare is linked to the wrong serial number), and even though they couldn't get that last part done, I appreciate them trying.

The whole time through, they were friendly, courteous, and quick.

I just figured with all the bad news posts on here I'd post something happy.

[ghporter]

It's nice to see someone bothering to post a good experience. I think most of us are pretty selfish about this sort of thing: things go well and we happily accept them and trot along instead of reflecting on how good the experience was.

I have had only small AppleCare experience, and only with one iPod, but that experience has always been great, both in person and on the phone. I think if more people posted their positive experiences, fewer people would dread actually having to use AppleCare in the first place.

[Helmling]

By now, I've had lots and lots of experience with Applecare. The first time my machine was broken, they zipped it in-and-out. I had it back in less than 72 hours even though there was a holiday in the middle.

As this lemon of a Macbook (I know and have converted several other Macbook owners, all of whom have had no troubles at all) has continued breaking down, though, I've become less and less satisfied. The last time (repair #3) they weren't hearing me that well and it got frustrating. I told them that the problem had been diagnosed, and all solutions tried except a Tiger reinstall--after which I was supposed to call back and set up a repair if the problem persisted. When they called, they were very stubborn about performing various diagnostics, even though I told them we were past it. Sure enough, the hardware test they insisted on running wouldn't even run because the problem was so bad. A "Sorry, sir, you were right" would've been nice.

I'm backing up my harddrive right now in preparation to send off my Macbook for the last time. They're going to replace it--though the guy didn't call me back today--for another Macbook.

You'd think for all my trouble they'd rush a new one out to me, maybe the newer Core 2 Duo's. But no, instead they're going to make me wait 2 weeks while they "build" a model exactly like mine.

But what're you going to do, use Windows? Ick.