From Bad Experience to Happy Customer by Mark
April 30, 2008 in Sparks, Business and Startups with 8 Comments
Last month I told you about my horrendous experience with Alienware and my switch to Apple. The Alienware laptop literally fell apart within a year: the hard drive crashed, the display's hinges busted off, and it lasted 30 minutes on battery life. In this follow-up to my first post, I'll tell you a little more about how and why I became a "switcher."
My Alienware laptop left me bruised and battered, and when its time finally came, I was down for the count. I had homework to finish, freelance projects to close, and Internets to surf. I needed a new laptop and I took what happened with the Alienware as a learning experience.
Apple wasn't the only option I considered when I went looking for my new laptop. Anything was up for grabs at that point, save Alienware. Having endured that experience once already, I made a list of must-haves in a new laptop:
- Weigh less than 7lbs (half that of the Alienware)
- Well designed and durable to last throughout its lifetime
- An extensive warranty that would include free parts and labor
- Customer support that I can get face-to-face
- Prolific performance with long-lasting hardware and software
Each list item was something I learned from the Alienware. I needed a lighter, faster machine that would last well into the next few years with customer support I could love and trust. I needed a platform for my work that wouldn't crash every chance it got. After I wasted nearly $3,000 on the Alienware, I needed a good great buying decision.
Dell, HP, Lenovo, and others had some affordable laptops, but all of them felt awkward and poorly designed. Coming from a profession where great design, functionality, and aesthetics are very important, none of those companies' laptops could satisfy my must-have list. With Apple, however, design, function, and aesthetics were not an issue. The MacBook Pro, a sleek powerhouse of a laptop, offered all that and more. I had found the laptop that satisfied my list.
I had read all sorts of reviews, following Apple rumor sites for news on their aluminum beauties. Even with a few loose ends to tie up after their initial launch, Apple's levelheaded strategy of addressing those problems (through free repairs and replacements) left me grinning like an idiot. I found a company that heard customer perils and addressed them reasonably.
With quality assurance and a product that was just too good looking to pass up, I purchased a 15" MacBook Pro. Sure I had to give up my ritual hardware upgrades, numerous blue screens, and poor customer support, but it was a step I was ready to make.
As it turns out, that step was one of the best decisions I'd made in a long time. Apple was everything I thought it would be and more. From the fantastic customer support I've received since then to the handful of products I purchased after the MacBook Pro, I'm a happy customer.
Apple was able to effectively turn my bad experience with a competitor into a great one with them. As a result, I became a repeat customer, eventually succumbing to the Apple Kool-Aid and becoming an Apple evangelist.
8 Comments
Will Mayall says:
I'm a big fan of Apple's products and have had terrific success with them. I do recommend the AppleCare warranty for laptops. Laptops are such fragile devices that there's a good chance you will need something repaired in the next few years. The support from AppleCare is really fantastic.
Mark says:
Will,
I wholeheartedly agree. After suffering through Alienware with a warranty that amounted to squat, I was a bit hesitant. After doing my homework and talking to numerous store employees, I was convinced it was the right move.
3 years of support is totally worth it these days.
Paul Annett says:
I wish you luck! My own iBook has been a workhorse for 4 years, whilst three of the four Macbooks we've got at Clearleft have needed repair within their first year - Jeremy's one has given up on him three times! (always right before an important presentation). Whilst I love Apple, I'm glad I don't have the stress of owning a Macbook and not knowing when its time will come.
Mark says:
Paul:
Thanks for the comment! Apple seems to have their priorities in the right position with this, despite our misfortunes with some of their products. I'm glad to see that you're still going strong with the iBook. It proves that they do know what they're doing!
Personally, any issues I have with my MacBook Pro are easily made miniscule by the fact that I have an outstanding warranty and am only a few minutes drive to the nearest Apple Store for a one-on-one repair with a tech.
David Sundin says:
I'm glad you've had good experiences with Apple - it seems a lot of people have. My experiences, however are 180 degrees opposite of yours - I've purchased two Apple products (laptop and iPhone) and have had horrible experiences with them both.
The laptop (PowerBook G3 Wallstreet) crashed more often than the Wright Bros. It crashed or froze 3 times a day. It would say "you've experienced an error of -3" or some such cryptic message. I mail ordered this thing and lived in E. TX, so there was no local support at all. I was stupid, I guess, and never thought that Apple would actually help me with this (remember, I had mail ordered it and didn't know anyone else who owned an Apple), so I did not call them about it - I just thought that this is how they work. After putting up with this garbage for 6 months, I shelved the computer, bought an IBM and never looked back.
After 10 years of muttering bad things about Apple, I decided to try again. I bought an iPhone. Because I now live in Brasil, where iPhones cost >$1000, I purchased a second-hand one thru eBay in the US. It came with a defective battery - it lasts about 30 minutes on a full charge. Now, the fact that I purchased a phone with a bad battery isn't Apple's fault, but the fact that I can't replace the one consumable part in a phone is! $200 later, I have a working phone. It's a big Okeedoke, in my opinion; my friend's Droid works better. PLUS, the iPhone is the one phone that doesn't like to be moved from one place to the next. Every time I update the firmware thru iTunes, it re-locks itself to AT&T. I called Apple's "award winning support" (their phrase) and was told that unlocking it was the only thing I could do, but of course, they couldn't help me do that.
So, no, I can't imagine ever buying another Apple product again. Sure, a lot of people have good experiences with them,but I'm now 0 for 2 and about $3500 down, and not willing to gamble that I'll be one of the lucky ones this time.
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