Talk Morgan Forums Community The Malvern Arms APPLE Macbook service problem

Dear Alistair,

thank you for taking the time to explain the background of this "behaviour" of Offical Resellers. I am afraid that I cannot fix that Macbook myself because the RAM has a defect and it is soldered on-board. They say I need a new mainboard.

The annoying part is that they create completely unnecessary work for me because they refuse to order the part and simply replace it as soon as they have it on site. But in the light of your explanation I understand that it´s a matter of distrust.

My consequence is that I will buy the next Apple computer from a discounter which was recommended by our PR agency. Usually, I have the approach to support local stores even if they are more expensive, because they can offer better service. Seems that this does not work in the Apple world.

Andreas

Hello Andreas,

Alistair is right in saying that Gravis is just an Apple "Professional" Reseller. I have had some experience with Gravis in the past and I must say I was not impressed by their service either.
On the other hand I can only say positive things about the official Apple stores. A few years ago I bought an iPod mini in the Apple Store in New York when the mini was not yet available in Europe. Unfortunately I had a problem with the unit and the Apple Store in Zürich went to great lengths to get the issue sorted. And I did not have to pay a single buck. So a big for the Apple Store.

Language (especially when you are kind enough to speak ours and not your own) is not always accurate. I would not like to leave the sensation of distrust as the cause. It is more about the simple rule of 80/20 in business. Focus on the 20% of your business that makes the 80% of your profit. For them it is a slightly annoying term of their contract that they must offer this service in order to honour their contract with Apple fully. Generally it is termed "walk-in trade" and for the APR it is not attractive or profitable.

I buy lots of equipment through internet low cost traders such as parts for PC's I build but something as lovely and shiny as a MBP would have to come from an Applestore for me. They do go the extra mile.

I only wish the prices in the EU more directly reflected the prices I can buy at when I am in the USA AppleStore. The new MBAir13 does look extremely good value in the US.

Yes, maybe distrust is not the correct word.

If I understand the concerns of the reseller correctly, they face the problem that people order parts which they later on do not collect, and the reseller has the problem of returning the part to Apple + the paperwork.

They could for example express their concern and maybe ask for a deposit which they refund after the MBAir is repaired.
Anyway, thanks for sharing your thoughts and experience.

Andreas

@Alistair:

You are right. Apple pricing in the EU and Switzerland is an issue in itself. Considering that all Apple computers are perfectly multilingual, all installed software and the packaging is international, it just boils down to different keyboard layouts and a different plug for the mains socket. Asking a 20..30% premium for EU/CH is just ridiculous and I have expressed this view more than once to Apple.
I got lucky with my MBAir11. A Swiss retailer recently celebrated his company anniversary and offered a general 20% discount including Apple products. If it had not been for this chance I would have asked one of my US colleagues to bring me a MBAir on his next trip to Europe.