Monday, June 29, 2015

Email I received today...

Email I received today...  From Apple:
Dear iMac owner,

Apple has determined that certain 3TB hard drives used in 27-inch iMac systems may fail. These systems were sold between December 2012 and September 2013.

Our records show that you have an iMac with an affected 3TB hard drive. Apple will replace your hard drive with a new one, free of charge.
Please visit the iMac (27-inch) 3TB Hard Drive Replacement Program page to learn more about the replacement process.

We apologize for any inconvenience.

iMac serial number: (redacted)


Apple Inc.
This is not a response to any complaint we raised.  It is a program just announced by Apple.  According to some news sources, Apple noticed the trend in their service data, and took action unilaterally.

I located an authorized service location 10 miles from our home.  I called them, and they knew all about the program.  They said to just bring the computer in, and they would do the replacement.  No charge.  No hassle.  Twenty four hour turnaround.

I cannot recall the maker of any other computer, peripheral, or component that I've ever owned proactively reaching out to me to offer mitigation for a service trend showing a problem.

My service experience to date with Apple computers (8 years now) is quite limited, simply because very little has ever gone wrong.  I've had two problems that I resolved in just minutes with searches of Apple's knowledge base, one hardware problem (a keyboard with a drink spilled on it) that they fixed under warranty in an Apple store, and now this.  Every time, the problem is solved, quickly, and at no cost to me.  By contrast, I used Dell computers for quite a few years.  Initially their service was quite good, but it deteriorated over the years to the point where I would rather buy a new computer than call their service number.

I'm no Apple fan-boy, but I will happily pay a premium for excellent hardware and software backed by excellent service!

No comments:

Post a Comment