Comment by dahauns
16 days ago
>Every hardware vendor has problems.
Yeah, and I explicitly stated that this isn't what I was criticizing.
>The difference is that Apple, after enough pressure, actually fixes things. They create repair programs, offer recalls, and have the infrastructure to make things right. Most vendors don’t.
Which simply is bullshit.
I don't know why you feel the need for a play-by-play - I know, I was affected by several of them. And every single one of them was Apple reacting only after prolonged active denial and deflection culminating in lawsuits. There's nothing to defend here. That's shitty service.
Kinda sad that that you feel the need to bring random other issues into the mix (Coil Whine, really? LOL, remember the MBP "Moo"?) coupled with outright lies (of course HP issued recall programs - for both the NVidia GPUs and the batteries).
>The service experience isn’t perfect, but it exists. With most other vendors, you’re stuck mailing your device to a third-party contractor who might show up late and leave you worse off.
No, with serious vendors, you're not. It seems you've never experienced real business on-site service. (And yes, it was still cheaper than AppleCare.) Compare that to wondering with every visit at the service center whether your problem will even be acknowledged as such or you're gonna be gaslit. (And I'm speaking from experience.)
> But pretending they’re worse than companies who ghost their customers when things go wrong doesn’t line up with reality.
Neither does pretending that's all that exists (or even being close to the norm with high-end gear).
You’re leaning hard on a No True Scotsman argument here. “With serious vendors, you’re not” is doing a lot of hand-waving to ignore how inconsistent support actually is across the industry. Just because you had a good on-site experience doesn’t mean it’s universally better.
In my case, I had a ThinkPad X1 Carbon with a new, whiz-bang 4k screen that needed warranty service due to a faulty panel. Lenovo sent out a Unisys contractor who botched the repair—cracked the screen bezel, and somehow left the machine unable to boot. Lenovo sent the same guy back, and each visit made things worse. This happened multiple times, and the machine had to be fully replaced more than once because the repairs kept introducing new problems. This same tech also dropped a Lenovo server during a fan swap at a different site. So yeah, I’ve experienced “real” onsite business service, and it was an absolute mess more often than not.
Every vendor has issues. That’s not the point. The difference is that Apple actually rolls out repair programs and has the infrastructure to fix things in a relatively consistent way. You can take a broken machine to a store, talk to someone who can usually solve your problem, and almost always walk out with a solution. Pretending other vendors are more accountable just doesn’t match reality. They’re not immune to problems. They’re just a lot better at quietly ignoring them.
And you are leaning hard into a combo of anecdata and sweeping generalization.
I could recite lots of personal accounts of perfect service from Lenovo/HP/HPE business service (Mainly X/T-Series at Lenovo, Elitebooks/Z Workstations at HP, Proliants and general server/networking infrastructure at HP and later HPE) and terrible "business" service from Apple. Then what?
>The difference is that Apple actually rolls out repair programs and has the infrastructure to fix things in a relatively consistent way. You can take a broken machine to a store, talk to someone who can usually solve your problem, and almost always walk out with a solution.
And that's an idealized version not consistent with reality. "This is not an issue on our side" (very much related to my examples) is not a solution. Hell, in enough contexts "Bring in your device, we'll look at it, maybe repair it and you can collect it sometime later" isn't either (and for the longest time Apple didn't offer anything else - oh, and BTW: at least here in Austria, Apple Care Enterprise on-site is very much done via subcontractor...).
>Pretending other vendors are more accountable just doesn’t match reality. They’re not immune to problems. They’re just a lot better at quietly ignoring them.
Neither is this. Again: repair programs/recalls and associated infrastructure aren't exclusive to apple, they are expected standard in business service. And begrudgingly doing those recalls after (or shortly before) a judge orders you to isn't the high standard you seem to make it out to be.
Too bad you had an issue with your on-site technician - but honestly I don't understand why you allowed them to repeatedly send him back after that mess...