I don't usually criticise Apple products but there is one I would like to vent out my frustration on the the Mac Pro 2013. You do not have to agree with me, so just hear me out. It will be a long story and an experience for those who hopefully won't have to go through the pain and disappointment I went through (still going through) by the way. I live in Malaysia so maybe customer experience is not as bad overseas, nonetheless I use this Mac Pro ("workstation") to make a living so it is very important to me.
Like any products, they will eventually need repairs. My Mac Pro has served me quite well for almost 4 years now. The AC Inlet (power supply) needed replacement so on the 4th of April 2018, I brought it to an authorised service centre name Switch, we don't have an Apple store here in Malaysia. Almost two months passed, I decided to call them up asking why they are taking so long (I've got a few projects that need to be completed soon). No answer so I called up Apple Support instead and explained the situation. Apple Support was nice enough to apologise and offered a free repair as repairs do not take this long.
Anyway, a week passed and so the AC Inlet was replaced but then another problem occurred. Another part ( I don't recall) needed to be replaced, so that is another 2 weeks. however, it still wouldn't work after 2 parts was replaced so I called Apple again, and this time they issued me a replacement unit (about 2 weeks waiting).
And then next thing you guessed it, the new replacement Unit that came couldn't power on (there was a red light). Frustrated, I called Apple again and they told me the only thing they could do was ask me to send to the service centre and so I did. Few days later, got a confirmation from them that the logic board had issues and needs to be replaced and that took about 1 week. Just few days ago, I received a message that they've replaced the logic board but the Mac still couldn't turn on. They assume it is the CPU riser thingy at fault so it will get replaced again. So basically, they're gonna replace and waste my time until it works. I've begged Apple support to reach customer relations to try and find other solutions or options but apparently they don't deal with customers only with their staffs.
Today is the 21 August, I couldn't use my Mac Pro since 4th of April 2018. Now before you pass any judgement on me, it costs 10-12 months of average salary to buy one. It is really expensive. I can afford the repairs but not a new one. And I can only get paid after the project is finished.
Apple makes nice products, however their after sales service is another. I don't want to sound cliche but this will be the last Mac I will buy and not because they're overpriced, but after experiencing the level of service and customer support they provide, no words can describe how disappointment I am. Why are we buying a workstation in the first place? Thank you for reading and apologies for any grammatical mistakes.
Bryan
Like any products, they will eventually need repairs. My Mac Pro has served me quite well for almost 4 years now. The AC Inlet (power supply) needed replacement so on the 4th of April 2018, I brought it to an authorised service centre name Switch, we don't have an Apple store here in Malaysia. Almost two months passed, I decided to call them up asking why they are taking so long (I've got a few projects that need to be completed soon). No answer so I called up Apple Support instead and explained the situation. Apple Support was nice enough to apologise and offered a free repair as repairs do not take this long.
Anyway, a week passed and so the AC Inlet was replaced but then another problem occurred. Another part ( I don't recall) needed to be replaced, so that is another 2 weeks. however, it still wouldn't work after 2 parts was replaced so I called Apple again, and this time they issued me a replacement unit (about 2 weeks waiting).
And then next thing you guessed it, the new replacement Unit that came couldn't power on (there was a red light). Frustrated, I called Apple again and they told me the only thing they could do was ask me to send to the service centre and so I did. Few days later, got a confirmation from them that the logic board had issues and needs to be replaced and that took about 1 week. Just few days ago, I received a message that they've replaced the logic board but the Mac still couldn't turn on. They assume it is the CPU riser thingy at fault so it will get replaced again. So basically, they're gonna replace and waste my time until it works. I've begged Apple support to reach customer relations to try and find other solutions or options but apparently they don't deal with customers only with their staffs.
Today is the 21 August, I couldn't use my Mac Pro since 4th of April 2018. Now before you pass any judgement on me, it costs 10-12 months of average salary to buy one. It is really expensive. I can afford the repairs but not a new one. And I can only get paid after the project is finished.
Apple makes nice products, however their after sales service is another. I don't want to sound cliche but this will be the last Mac I will buy and not because they're overpriced, but after experiencing the level of service and customer support they provide, no words can describe how disappointment I am. Why are we buying a workstation in the first place? Thank you for reading and apologies for any grammatical mistakes.
Bryan
