Hats off to Core - customer service is great!

[MagicDude4Eva]

No matter what people say about Apple pricing locally I must relate a positive experience with Core. In this thread I explained my issue with a broken MacBook Air hinge and the possibly warranty problem (as well as iStore quoting me 7,5K to have it fixed).

I escalated to Apple US and then also spoke to Core (referring them to the KB-article released by Apple in Aug 2009) and they have now extended warranty on my MacBook Air and will replace the display under extended warranty.

Core's repair centre was not aware of Apple's extended warranty, but reacted quickly and will resolve my issue. I hope that other MacBook Air customers will have a similar experience, should they run into such issue.

 

[ponder]

No matter what people say about Apple pricing locally I must relate a positive experience with Core. In this thread I explained my issue with a broken MacBook Air hinge and the possibly warranty problem (as well as iStore quoting me 7,5K to have it fixed).

I escalated to Apple US and then also spoke to Core (referring them to the KB-article released by Apple in Aug 2009) and they have now extended warranty on my MacBook Air and will replace the display under extended warranty.

Core's repair centre was not aware of Apple's extended warranty, but reacted quickly and will resolve my issue. I hope that other MacBook Air customers will have a similar experience, should they run into such issue.

The fact that you had to run this by Apple USA first and that core did not know about this does not qualify as great service in my book.


http://mybroadband.co.za/vb/showthread.php?t=201266

Just got a nice quote from Core asking to pay R 7,500 to have it fixed. They seem to just want to replace the display (nothing wrong with it other than the hinge itself). Have now escalated to Apple, especially since there are lots of reported similar cases.

This is really pathetic. I phoned Apple US and they where very helpful, awaiting now feedback from Core. So much for supporting loyal customers (just bought a MacBook Pro the other day from the same shop I handed in the Air as well as a copy of the KB article).

I see a nice blog-post coming on shortly about this one...

So now all off a sudden it's great service?

South African consumers really do have low expectations and tolerate most crap it seems.

 

[dj_jyno]

The fact that you had to run this by Apple USA first and that core did not know about this does not qualify as great service in my book.

Exactly. Also, aren't the iStores the retail arm of Core? After the RJ van Spaandonk Twitter incident I can't possibly take that company seriously.

 

[VertigoZA]

No matter what people say about Apple pricing locally I must relate a positive experience with Core. In this thread I explained my issue with a broken MacBook Air hinge and the possibly warranty problem (as well as iStore quoting me 7,5K to have it fixed).

I escalated to Apple US and then also spoke to Core (referring them to the KB-article released by Apple in Aug 2009) and they have now extended warranty on my MacBook Air and will replace the display under extended warranty.

Core's repair centre was not aware of Apple's extended warranty, but reacted quickly and will resolve my issue. I hope that other MacBook Air customers will have a similar experience, should they run into such issue.

You've got to be kidding me.

 

[MagicDude4Eva]

Exactly. Also, aren't the iStores the retail arm of Core? After the RJ van Spaandonk Twitter incident I can't possibly take that company seriously.

I can only talk from personal experience. In all fairness I need to say, that I got iStore's quote yesterday while I was on the way home and since the iStore/Repair Centre was already closed, I preventatively phoned up Apple to get an opinion on the quote.

I agree, that the repair centre nor the iStore new

In all fairness I need to say, that I escalated to Apple US before I questioned Core on the reasoning behind the quote. Once I had a chance to talk to Core this morning, I was surprised that they were immediately prepared to rectify the problem without me even being pushy.

While I was prepared to do log something on HelloPeter, escalate to Apple as well as blog about (even had the story already written in draft), I was actually shocked that I did not need to go through that effort.

I would hope, that Core is however open to their customers who have similar repair issues. I would think that the unknowing MacBook Air user with such a problem would just pay without questioning it - pretty much South African nature, to accept bad service.

I don't know why you guys can not take a positive comment and let it be just that.

@ponder: Agree with you. Core's retail arm should be more knowledgeable. You can not compare the local iStores with the Apple Geniuses overseas.

 

[VertigoZA]

I can only talk from personal experience. In all fairness I need to say, that I got iStore's quote yesterday while I was on the way home and since the iStore/Repair Centre was already closed, I preventatively phoned up Apple to get an opinion on the quote.

I agree, that the repair centre nor the iStore new

In all fairness I need to say, that I escalated to Apple US before I questioned Core on the reasoning behind the quote. Once I had a chance to talk to Core this morning, I was surprised that they were immediately prepared to rectify the problem without me even being pushy.

While I was prepared to do log something on HelloPeter, escalate to Apple as well as blog about (even had the story already written in draft), I was actually shocked that I did not need to go through that effort.

I would hope, that Core is however open to their customers who have similar repair issues. I would think that the unknowing MacBook Air user with such a problem would just pay without questioning it - pretty much South African nature, to accept bad service.

I don't know why you guys can not take a positive comment and let it be just that.

@ponder: Agree with you. Core's retail arm should be more knowledgeable. You can not compare the local iStores with the Apple Geniuses overseas.

They know very well about the issue. You're not the first person to have the problem. Think about it this way... Charge full price plus labour for a new Display.. or repair under warranty for a couple hundred bucks form Apple?

 

[PaulMark]

Very glad that things turned out well for you but what about those people who aren't as switched on as you obviously were. Those people who have no idea of Apple's repair policies. They would just have handed over their money to Core without question.

Sorry but I agree with the others - the fact that Core didnt put up a fight hardly qualifies as great service!