Comments on: Apple to customer: We hate you

By: Nick

Nick — Mon, 13 Apr 2009 03:41:57 +0000

Seriously guys, whomever told him the repairs would cost 300 dollars should be fired. think about it. The guy knows nothing about the kids situation, and he quotes him 300 dollars and a POSSIBILITY that it might not be repaired. thats very poor. i sure wouldnt invest in their company if i knew i was going to get customer service like that. as with any other company, you send it away, they call you and explain what is wrong and quote you a price. thats IT. Jesus all these apple fan boys would take a bullet for apple. GET A LIFE

By: Dizzle

Dizzle — Mon, 31 Mar 2008 00:40:47 +0000

As I said on my blog (fair warning, I have a satire blog, heavy on the snark factor):

Wah, wah, wah. The dude is bitching because God forbid, because he was stupid enough to spill water on his laptop, he thinks Apple should give him some kind of impossible guarantee for his stupidity? And Apple responding to stupidity with stupidity is saying “we hate you”? No, chickedee, it is Apple saying, “Dude, you are whining and pissing and moaning about your own stupidity. Go change your diaper and get back to us when you have some sense.”

So basically peeps were upset that the email was snarky? HELLOOO!!! This is Apple. Ever watch the I’m a Mac commercials? Unless you are actively writing Dear Leader petitioning to get those removed for their snarkiness, shut your pie-hole.

By: Tom

Tom — Sun, 30 Mar 2008 20:51:43 +0000

Um … and this kid’s complaining about what? That he thought he was going to get special treatment? No sympathy here.

Kid’s not real bright, is he? If your laptop isn’t a Toughbook, then spilling a volume of water on it is almost guaranteed to bring you to a screeching halt in downtown Fail, USA. Next time, the kid should respect his hardware.

By: Kiltak

Kiltak — Sun, 30 Mar 2008 18:26:31 +0000

Here’s how apple should have handled it:

1- Ok, it’s your fault. This is going to cost you money. The problem probably comes from a messed up motherboard, but we can’t know until you send your computer in. If this is the case, this is going to cost you X.

Nobody knows exactly how everything happened, because this is the Web.. Maybe the kid made these things up, maybe he didn’t.. we’ll never Know I guess :)

By: Marcus

Marcus — Sun, 30 Mar 2008 18:18:58 +0000

All right, but how can you expect Apple to give him a guarantee like that when they don’t know the extend of the damages?

By: Ilya Kochanov

Ilya Kochanov — Sun, 30 Mar 2008 17:39:13 +0000

You guys are kind of missing the point here. It WAS confirmed that the email came from apple.com. Whether it was from Steve or not doesn’t matter. It was from Apple.

He wasn’t expecting his machine to be fixed free of charge. He was hoping perhaps to receive a guarantee that his machine would be fixed. It really isn’t that difficult to understand.

By: » Another whiner…. (and yeah I think Steve wrote the email himself) i drank the kool-aid: clutching my dixie cup of apple goodness

Sun, 30 Mar 2008 17:38:44 +0000

[...] usually like the Geeks are Sexy blog. But this article just plain bratty whining: There’s no doubt about it; Apple has an extremely [...]

By: Dale

Dale — Sun, 30 Mar 2008 15:43:37 +0000

I agree with most of the comments here. A person cannot simply expect a manufacturer to repair a product for free. And Apple was being very honest when it indicated that it could not guarantee that the repair would be successful especially when it involves a liquid. As to the letter, there has been a lot of online discussion elsewhere that seriously questions whether this response is legit. it should not be assumed that this came from Jobs or anyone from Apple. It could have just as easily been manufactured by the person who is complaining about his MacBook not being repaired for free after his accidental spill.

By: Marcus

Marcus — Sun, 30 Mar 2008 09:32:03 +0000

The guy wanted Apple to take a look on his Mac without him paying anything, it doesn’t work like that, Apple actually need to pay their employees you know. He ruined the warranty when he was dumb enough to spill water on it, it would be stupid for Apple to actually pay for their customers’ mistakes.

By: Carlos

Carlos — Sun, 30 Mar 2008 08:44:09 +0000

Usually, there are instructions in case you spill water on your laptop. My Dell manual includes them. Removing the battery, memory, hard disk and other stuff inside the laptop and then leaving it to get dry for at least 24 hours in a specific position.

In fact, I spilled water over my Dell (a big glass) and my first action was to remove the battery. I waited for almost 2 days (it was quite wet) and now it continues working as if nothing had happened.

That, of course, has nothing to do with how Apple treated this customer, but sometimes it’s of more use to try get it fixed by yourself than trusting on the corporation fairness.

By: cq

cq — Sun, 30 Mar 2008 02:29:25 +0000

Good for Steve. I am a staunch Apple-sucks girl, but anyone who whines after pouring liquid in any laptop/handheld/mobile/desktop/server/mainframe/etc deserves the attitude. DUH! You should have purchased insurance for your $2500 laptop, just like you did for your $2500 couch. If your apartment floods, the sofa company does not offer a $300 guaranteed fix for that. They offer none. Laptops are cheaper to replace than fix, in many cases.

By: Ilya Kochanov

Ilya Kochanov — Sun, 30 Mar 2008 01:49:27 +0000

A.Ho is completely correct. Regardless of the problem, a customer should not be treated in that manner. It’s not the fact that he had to pay, it’s because he would receive no guarantee as to whether the repair would actually work. It’s basically a “throw your money in this hole and your computer might possibly work” kind of thing. And yes, Apple has been noted several times saying that it really doesn’t care too much about the fan following.

The CEO most likely doesn’t read email on this address at all. I highly doubt Steve Jobs actually wrote this himself. Surely he has better things to do.