Mac in Action

Several weeks ago, my MacBook Pro’s monitor started acting up. I purchased my 15″ MBP in November of 2007, so it was about two months out-of-warranty when the monitor would inadvertently not come on during boot or flicker off during use. Finally, after I lived for a month with the display’s new capriciousness, it went off for good.

Despite my better judgment, I took it to the local computer place: the so-called Quality Computer Systems on Riverside Drive in Macon, Georgia. I link to them, not to send them business, but to hopefully let my experience reflect on their business. What I mean by “better judgment” is based on my first experience with them. A couple of years ago, I had a 12″ PowerBook that I spilled a bit of water on. It immediately went dead and would not boot, even after several hours to let it dry. I thought I hosed the computer, so I took it to QCS for their diagnosis. After it sat there for about three days, they called me and said it was ready. Apparently, just letting dry for a bit longer was all that was necessary; that’ll be $85. “For what,” I asked. “Well, it did boot, but we ran diagnostics to see if everything was OK.” Fine, I thought, paying the money, but feeling ripped off. I made a mental note at the time never to go back there again. They could have at least called me before they ran those diagnostics.

Well, flash forward a couple of years to my current monitor problem. Apparently, I have forgotten about my experience with them or was just distracted by my current dilemma. I packed up my ailing MBP and headed to QCS. This was a Thursday. Nearly a week later, they called me to report my logic board needed to be replaced (the video card is shot, and that lives on the logic board). A new logic board would be about $1200. I told them I’d just come get the computer. “That’ll be $85.” I paid it without a word. While it did take them a week to get to it, it wasn’t their fault my computer seemed beyond repair.

I began looking for another computer thinking I could sell my MBP for parts. Autumn just got a new MacBook, and we decided we could share that as well as a new 24″ iMac for the house. Since the blogosphere was a-twitter with rumors of imminent new iMacs, I decided to wait. When they were finally announced a couple of days ago, I was underwhelmed with the offerings. Had the upgraded iMacs had LED monitors, this story might have ended differently.

“What the hell,” I thought, “I’ll give Apple a call about my MBP.” Giles reminded me of the number: 800-SOS-APPL. I called, and I was almost immediately connected with a guy named Anthony. I explained the problem, and he was sympathetic. He checked the price of a new logic board, and came up with the same number that QCS gave me. “Hold on,” he said, “let me check one other thing.” He was gone for a minute, and when he came back, he had a better price for me: $350. Apparently, since I had not abused my computer, this is the adjusted out-of-warranty price. I had a box the next day and received my fixed MBP yesterday from Apple. Sweet.

I gotta say: I was not expecting such a positive outcome. My experience with Apple and customer service lately has not been what it used to be when they were not on top. I am pleasantly surprised, and my faith in my favorite computer company has been renewed. Thanks, Apple.

As for QCS: couldn’t they have called Apple for me? The more I think about it, the more upset I get. This is what local customer service has turned in to. I guess, because of geography, they feel they have some sort of monopoly here in central Georgia (is that called an oligopoly?). I think they could have done more. I’m out $160+ from my two experiences with them, and what did I get either time? Really. I will not be going back, and I actually feel like writing to the owner. I would, if I felt it would do any good.