Apple customers talk fruitful service

Maker of the iPhone fields calls about crashing apps, project help, leaving users feeling well-treated

A few months ago, I found my MacBook Air laptop wasn’t charging properly. The battery went to zero in less than three hours, far from the eight or so hours it used to go after a recharge.

I called Apple — even though my computer (bought in 2011) was well beyond its warranty — and found the technical support people were friendly and caring in trying to diagnose my problem.

Once, I hung up when the phone line was poor and the rep called back after I’d started another call, so I was juggling two technicians at once. But my battery charging problem persisted.

I went to an Apple store, where a staffer checked my laptop and said it was operating normally. He even showed me a printout of the metrics.

Really? I know my battery life is painfully short, so I plug my laptop into an outlet before most uses.

That’s my Apple story. What’s yours? When I asked Star readers, they were enthusiastic about this admired company’s service and ability to resolve tough problems.

I’ll relate a few stories today from satisfied customers and follow up with problems I sent to Apple to address. (This takes a while, it seems.) And yes, poor battery performance was mentioned by several readers.

Grant Lowe: My older iPad 2 had software issues, with apps crashing and not displaying web pages properly. I spent time calling and sending emails. The diagnosis process took months.

Apple finally replaced the tablet at no cost, though I’d purchased it second-hand refurbished from eBay. Unfortunately, the company doesn’t design products for longevity. Erwin Revin: I had a problem with my six-year-old iPad. I had updates waiting for two apps (Google and Google Maps), but they went dark when I started them. Rogers could not help me.

I called Apple and they cured the problem after 30 to 45 minutes. They made me feel so important. I could not have been treated any better. James Busby: I went through three Apple TV 3rd-generation products. Each one didn’t work. Finally, after many hours of calls, emails and trips to the official Apple stores, I spoke to a customer rep from California who was amazing. He sent me a new one, as well as a free AirPort Extreme base station (worth $249) for my troubles. Wow!

The last Apple TV 3 I received has the same problem and it is way out of warranty. I wish managers were more accessible at stores when you have serious non-warranty issues (a minor complaint). I own many Apple products and love them all. Judy Bernard: I had a battery problem with an iPhone I purchased in July 2016, still under warranty. My battery wouldn’t hold a charge. Online customer service found nothing wrong. They did a reset and then a restart, with no difference in battery life.

I live in Havelock, Ont., almost two hours from an Apple store. I was desperate and took my phone there. Tests found nothing wrong. I went back two weeks later. Again, I was told this was normal.

We had lunch and returned to the store. Because this was the third trip for the same problem, they gave me a new phone. I was warned the new phone probably wouldn’t solve the problem, but it lasts two to three days without recharging under normal use.

Where does Apple service excel? I had no trouble chatting with or seeing a technician in a reasonable time. They were always polite.

I did have trouble getting them to believe it was a product fault, even when they could see the battery was losing power quickly. But I did get a new phone that works as I believe it should. Mo Jansons: My son had a 15minute school project recorded on an Apple phone. It was too large to be transferred via conventional means. Loading it into our older Apple laptop wouldn’t work either.

The staff at the Apple store spent three hours with us (serving other clients while our files were loading) until the problem was resolved. Naturally, the new laptop we bought was from them. Dad of autistic 7-year-old: We received an iPad Mini to foster his communication skills as a “talkie.” This includes Apple Care, where we get three replacements, no questions asked, for a $50 fee.

He’s learned to use this device to ask for things and reduce frustrations in everyday life. But my son is very active. We have broken five devices in two years and gone through countless “indestructible cases,” which Best Buy replaced without an issue (OtterBox has lasted the longest).

At the Apple store, when the damage appears to be their fault, they replace the device. I haven’t had to pay the deductible. For a small cost, we’ve been able to replace many devices and not have it cost a fortune.

I like to see how accommodating and inquisitive their staff is when they hear it’s a communicative device. Because of the protection and the humanity of such a huge chain, I will definitely continue to use them. Now if only they can custom-make some devices that are more sturdy. Dear readers: Join the conversation. What is your experience of Apple’s products and services compared to others you’ve owned? And what can you do with a fading battery if not ready to buy a new device? Ellen Roseman appears in Smart Money. You can reach her at eroseman@thestar.ca.