Apple to customer: We hate you

There’s no doubt about it; Apple has an extremely dedicated fan base. From waiting in line a whole week for a phone, to writing books and creating movies dedicated to the Apple experience, we’d say that this ungrateful corporation is lucky to have such a following. With this kind of loyalty, you’d expect Apple employees to treat customers with, at the very least, courtesy and respect.

This was not the case however, when an email to Steve Jobs regarding water damage took a hard left. An anonymous tipster on the BoyGeniusReport accidentally spilled water on his MacBook Pro, and after contacting Apple support was informed that the repair would cost $300. Without any guarantee as to its success. Naturally frustrated, the guy sent Satan Jobs an email voicing his concerns and this was the reply:

Xxxxxxx,

This is what happens when your MacBook Pro sustains water damage.They are pro machines and they don’t like water. It sounds like you’re just looking for someone to get mad at other than yourself.

Steve

Whether this was actually Steve or not doesn’t really matter considering it came from within Apple. You’d think that with Apple seemingly up on the blog and social networking communities, they’d expect for this to spread like wildfire. I’m sure they could have let the man down easy without making him feel like an idiot. A simple “not our policy” would do.

Apparently “Pro” machines dislike water, therefore we’d like to warn our aquatic readers to purchase regular Macs instead.

Apple doesn’t care about its customers

Advertisements
Advertisement




35 Responses to Apple to customer: We hate you

  1. This is stupid, what do you expect a company to do if you are stupid enough to spill water on your laptop? You sure don't e-mail the company unless you bothered to buy insurance. Idiot.

  2. This is stupid, what do you expect a company to do if you are stupid enough to spill water on your laptop? You sure don’t e-mail the company unless you bothered to buy insurance. Idiot.

  3. "[…]we’d say that this ungrateful corporation is lucky to have such a following." – That's just plain stupid. Apple is popular because their products are awesome, and I agree with the first comment. What do you expect when you are dumb enough to spill water on your laptop and then even send a complaint to the CEO of the company, like he's got time to deal with individual customers.

  4. “[…]we’d say that this ungrateful corporation is lucky to have such a following.” – That’s just plain stupid. Apple is popular because their products are awesome, and I agree with the first comment. What do you expect when you are dumb enough to spill water on your laptop and then even send a complaint to the CEO of the company, like he’s got time to deal with individual customers.

  5. What a numbnut, as much as i hate Apple, this is silly. If the numbnut drove his Chevy into a telephone pole would he expect GM to fix it for free? Stupid.

  6. What a numbnut, as much as i hate Apple, this is silly. If the numbnut drove his Chevy into a telephone pole would he expect GM to fix it for free? Stupid.

  7. @ previous commenters – Quite simply that is not how you respond to a customer. Also, if you want action from a company and you don't get it from the customer service rep, then you go up the line, this guy just went straight to the top it seems; shouldn't be a problem.

    Spilling water on a laptop isn't about being a dummy. I don't believe for a second that anywhere near the majority of computer users NEVER have a beverage close at hand, and things happen. I think the issue us that they wouldn't guarantee they could fix the equipment. What else is a guy to do? This just sounds like a customer who wants to get his goods serviced, in no way does it sound like he's looking for a handout.

  8. @ previous commenters – Quite simply that is not how you respond to a customer. Also, if you want action from a company and you don’t get it from the customer service rep, then you go up the line, this guy just went straight to the top it seems; shouldn’t be a problem.

    Spilling water on a laptop isn’t about being a dummy. I don’t believe for a second that anywhere near the majority of computer users NEVER have a beverage close at hand, and things happen. I think the issue us that they wouldn’t guarantee they could fix the equipment. What else is a guy to do? This just sounds like a customer who wants to get his goods serviced, in no way does it sound like he’s looking for a handout.

  9. @ previous commenters – Quite simply that is not how you respond to a customer. Also, if you want action from a company and you don’t get it from the customer service rep, then you go up the line, this guy just went straight to the top it seems; shouldn’t be a problem.

    Spilling water on a laptop isn’t about being a dummy. I don’t believe for a second that anywhere near the majority of computer users NEVER have a beverage close at hand, and things happen. I think the issue us that they wouldn’t guarantee they could fix the equipment. What else is a guy to do? This just sounds like a customer who wants to get his goods serviced, in no way does it sound like he’s looking for a handout.

  10. @ previous commenters – Quite simply that is not how you respond to a customer. Also, if you want action from a company and you don’t get it from the customer service rep, then you go up the line, this guy just went straight to the top it seems; shouldn’t be a problem.

    Spilling water on a laptop isn’t about being a dummy. I don’t believe for a second that anywhere near the majority of computer users NEVER have a beverage close at hand, and things happen. I think the issue us that they wouldn’t guarantee they could fix the equipment. What else is a guy to do? This just sounds like a customer who wants to get his goods serviced, in no way does it sound like he’s looking for a handout.

  11. 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.

  12. 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.

  13. 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.

  14. 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.

  15. 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.

  16. 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.

  17. 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.

  18. 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.

  19. 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.

  20. 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.

  21. 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.

  22. 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.

  23. 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.

  24. 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?

  25. 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?

  26. 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 :)

  27. 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.

  28. 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.

  29. 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 :)

  30. 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.

  31. 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.

  32. 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

  33. 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

  34. Apple sucks, I really agree but this is ridiculous. I love my freedom, that's why I use Microsoft or Linux but I guess most ppl. are afraid of the world today and prefer to have a leader like Steve "the angry idiot" Jobs, telling them what they need or don't need, what they should do or not.

    Be free. Don't buy restrictions. Don't buy apple.

Leave a Reply

This site uses Akismet to reduce spam. Learn how your comment data is processed.