Expensive with Minimal Support – Why I never returned.
I was only 18 when I had bought my first and last Apple MacBook.
I had recently found out that I was diagnosed with Cancer and would be bed-bound for quite a long time so it was only fitting that I got myself a laptop to play minimal demanding games and watch movies. I was quite the apple fan-boy back then and had always dreamed of owning a Mac.
We ran a charity event to raise money for my diagnosis, to pay for travel, and any personal things that I may have needed throughout my Cancer journey.
I used the majority of the money to get myself the 17 inch MacBook Pro, such a beast but flawed in design. £2,500 later, I bought home the now discontinued laptop, the thing that pulled me from the dark pit of misery from my recent diagnosis. Not long after setting it up and settling in, I noticed that with such a large screen, there was a slight bend along the top edge. Entrusting in Apple, I assumed that this was part of the design to reinforce such a large panel of glass but I was wrong.
A couple of weeks down the line I noticed a hairline fracture in the glass close to where the bend was present, and as days went by this grew further and further down to the bottom of the screen.
This was bought up with Tech Support but unfortunately they were unable to help. At the time I was living in Spain, which meant we had no access to any Apple Store, no Geniuses available to help. They advised that the problem was down to the retailer to sort out. Again, bed-bound by this point I was unable to pursue the matter further than an e-mail exchange.
I managed to have a replacement glass panel sent over, and replaced by myself which was good for a couple of weeks again but because of the bend in the metal housing, it must have been applying pressure to that specific area.
Given the amount of money that I paid for the machine, the lack of support and even so the lack of empathy regarding the situation, for a company that I believed in for years growing up with their ingenuity and human approach, my perspective was changed.
I tried fighting the case for years after, but by the time that this model was discontinued, the support and the case was dropped almost instantly and I never heard back.