Eli (egoldberg) wrote,
Eli
egoldberg

Just for fun...

I sent this e-mail to sjobs@apple.com.

I don't actually expect them to do anything for a 5 yr old macbook, I'm just curious what will come back (since I was kinda pissed about being sold defective products and not being notified that I could have gotten it fixed).

--

Dear Steve/et al --

I just wanted to share a quick story about the impact of Apple doing voluntary recalls of defective products without notifying customers.

Specifically, I am a proud owner of an original 2006 MacBook, which I've used for 5 years as a backup for my iMac. Both batteries in my Macbook (the one that came with it, and the one I purchased from Apple at the same time) started failing after only 125-150 charges (giving a battery service error with all my batteries), despite painstaking monthly calibration, and both being in great battery health. The computer would shut down after just 30-45 minutes of work. So I most stopped using my MacBook and just assumed the batteries were dying of old age.

Since I finally did need a working battery this month, I went online to look for a new one...and just discovered that these batteries were being replaced for free by Apple when I was having these problems. It's wonderful that Apple went out of its way for customers like this -- I never would have imagined you'd be acknowledging the defect and replace batteries on 3 year old computers (what great service!). And naturally, I never thought to search the Internet to discover that Apple was doing this at the time, after all, how would I have imagined or known?

I just went to an Apple store to ask the Genius if they are still doing anything for customers who purchased these batteries that Apple knew to have been defective. Disappointingly but perhaps not too surprisingly, the answer was 'no' - and I should spend another $145 on a new battery.

Two thoughts:

* When you ship a defective product where customers won't realize you have a voluntary replacement/recall in place, it would be really fantastic if you actually told us about it before it's too late. Otherwise, we discover that you were doing the right thing for your customers...after it's too late to get it corrected. If you encountered utility theory, you know it feels worse to learn afterwards that you didn't get something you should have gotten (rather than not having been offered it at all.)

* Given your fantastic retail channels and reputation for legendary service, this would have been a great opportunity for service recovery for your Geniuses. Even offering me a $50 discount off a new battery in exchange for one or two that were recalled and should have been replaced by your company would have made me feel really happy and valued as a customer (despite having received defective goods). After all, it's not like customers are going to gamble on another full-priced battery after getting two defective ones in a row!

Anyway, just some thoughts - thank you.

Eli
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