The AppleCare service plan just makes sense to buy, especially if you have a laptop. The cost of the extra two warranty years is nothing compared to the cost of one simple hardware failure. It also brings you peace-of-mind that your investment is guaranteed to last you at least three years.
ProCare, on the other hand, has never appeared to me anywhere near as useful or essential. But my experience the other day at my local CambridgeSide Apple Store has shown me otherwise.
I walked into the store, both MacBook Pro and video iPod in hand. Upon reaching the Genius Bar I was faced with a huge line. Upon reaching the front of this line I was told by a frustrated and overworked Genius that it would be a 1 hour wait to have my iPod looked at, and a 2+ hour wait to have my MBP looked at. I just couldn’t handle this. My time is valuable and I had meetings to attend back home and many things to do. As this was my second time in for service in the past month, I began brainstorming on ways to speed up the process. I then remembered ProCare, and after a decision lasting about 45 seconds, plopped down the $100 for the pretty silver card. See what it did for me after the jump.
After the purchase was made I was escorted to the back of the store and to the front of the line, where I was seen by a Genius in less than two minutes. The attitude of the Genius had changed as well. He was ridiculously nice, understanding and speedy. My iPod was declared dead in less than a minute and a new one was brought out to replace it. After an explanation of my MacBook Pro’s problem, he said that because I was a ProCare member not only could the repair be performed in-store, but it could also be expedited. I informed the Genius that I would need a to buy refreshed unit to serve as a loaner while my computer was in for service. He told me that unfortunately there were no more refreshed units units in the store. It took me only a few minutes to plead my case, upon which the Genius spoke with his manager and sold me a new unit at the refreshed cost.
Throughout the entire transaction I was treated completely differently than the other customers around me. I was offered multiple receipts when purchasing the refreshed unit, asked several times if I was satisfied with everything, and even told to call if I had any questions.
Now the question comes down to this: is this proper treatment from Apple for simply buying a ProCare membership? Shouldn’t all customers be treated equally, at least in certain politeness and level-of-service respects? And was my treatment worth the $100 I paid for a one year ProCare membership? I’m still pondering some of these questions, but I’d like to hear what you think. Meanwhile my MacBook is hopefully being repaired.
My ProCare expired about a month ago, but my mom didn't feel a need to renew yet. Still, when she wants to book a Genius in advance, Apple will be seeing another $100...
Yes, it is worth it, especially if you're a new Mac user and/or your time's valuable to you. With ProCare, you truly do get moved to the head of the line. As well, you can schedule up to an hour a month with a Genius to learn how to use your system, from the OS up to and including each of the apps (iPhoto, Garage Band, etc).
Are you kidding me? You pay all that money for AppleCare and you still get gouged for another $100 for ProCare to get decent customer service?
I'm a prospective switcher but this story is making me reconsider.
I have to say that while I am an apple fanatic, I am VERY much less then impressed with their business practices in after-the-sale service. It is unconscionable that Apple offers only 90 days of phone support after purchase. The quality of service Apple provides with AppleCare is good (definitely better then the majority of major computer hardware mfgs.) But with such a quality reputation in the industry for service, their standard offerings are far below average in terms of breadth.
The ProCare level of service received by the author should be standard, not third tier material. Anything less from Apple is simply BS.
For $100, I can see getting the extra perks and expedited repairs. But better quality customer service for payment? That is ridiculous. It's a institutional version of slipping your maitre'd a $20 for a better seat. Apple, you can do better!
I have ProCare and used it for some creative assistance for advanced video editing. I'm a designer so I could think very far beyond most "plug and play" apps. I loved the service and will use it when needed --and beyond. I am happy to give Apple my money; better than many businesses!
So... by buying a "refreshed" unit, will you return the refreshed unit for the purchase price when your MacBook Pro comes out of repair?
I have the MacBook and have been to the store 2 times for service and once for a AppleCare direct service.
They finally fixed the random shutdown problem the third time, but I had to wait about 8 days for it to be returned from Memphis. I queried the Apple store geniuses about a replacement unit and they responded with an emphatic "no." Heck, I would have upgraded to the black MacBook at that point.
Very frustrating, but I understand. I am sure I wasted more than $100 in gas and tolls to the Apple store and the MacBook has been out of my possession for a total of 28 days.
If I get the next MacBook Pro and a ProCare card, I want to be assured that repairs are a priority. I can't really afford to have down time.
I'll buy it only in the same situation that you were in. If I don't need it right then, I'm not about to let my 1 year start ticking until I do need it.
Question for Helen: How many other major computer manufacturers offer free post-sale in-store face-to-face support?
Now, let's look at this logically. The "genuises" in the store need to be paid, and the money to do so comes out of sales.
As such, I see are several options: 1) Offer the same level of "free" in-store service as everyone else (e.g. none); 2) Offer a fixed amount of free service and let peope compete for it; 3) Offer more and lose money; 4) Charge higher prices for their products; 5) Offer extended, paid service to help cover the costs.
So if the bar is backed up, and people don't want to pay higher prices for macs and pods, and Apple wants to differentiate itself by providing support, but can't stay in business by losing money....
Apple's service standards have overall fallen below what should be expected from them.
I've now had my Macbook at repair for more than 2 (TWO) months. And still, it will take them 10 days from now to be able to send me a replacement machine. The AppleStore offers 24 hours shipping on Macbooks. How come I've had 2 wait almost a month for them to ship me a new machine?
And I've spent hours discussing matters with Apple Customer Relations.
Pretty bad. No, not pretty bad, but baddy bad. Nothing pretty about it. Just bad.
It's becasue they're a monopoly. Now people just buy the products because they want mac and ipod. And there's no alternative. Windows or Linux are not viable alternatives.
the cambridgeside store is always crazy busy, but the two times i needed the genius (on one of them, the computer decided to work fine before the genius did anything and i looked stupid with a problem that no longer existed) i didn't have to wait much. yes there was a line but it was quite quick. when while my laptop was being serviced, they gave me a buzzer so i could go to taco bell stuff my face with some fiesta potatoes... i have no complains... they've always been friendly to me. and i'm quite annoying to be honest...
Has a former Mac Genius, I understand your frustrations. I can assure you that the Genii do not try to treat ProCare members (attitude wise) any different than non-ProCare members. I never woke up in the morning thinking, "How many people can I make angry today?" In fact it was, "I hope it's not slammed and so and so doesn't call in sick again...etc" A lot of issues that come to the Genius Bar get taken care of at the bar and thus for free. We would try our hardest to get it done quick and easy. Unfortunately, because a lot of the services are free, it is a popular place. I have seen a lot of people take advantage of the Genius Bar and use it as a personal training session. This holds it hostage for the people with legitimate service issues. Therefore the usually swamped and understaffed atmosphere at the bar can be stressful for the customers and the employees as well. Most Genii have the best intentions and would love nothing more than to have time at the bar to sit and talk Macs with the customers that come in. Unfortunately, the person who has run over his/her iPod and thinks it's covered under warranty is screaming to loud for anyone to talk. :-)
Back to the point at hand, why the Genius' attitude may have been different. Instead of standing around complaining about how long of a wait he would have at a free (I do understand that the term free is relative-as in time is not free etc.) service in which the Genius has no control over, he did something about it. The ProCare service is for people who simply do not have the time or patience to wait. Is it perfect? No. Is it a start? Yes. Will you always get taken care of as quick as you like? Probably not. If there are 3 ProCare members in at the same time as you, you are now 4th instead of 1st.
I left Apple about 3 months ago because I moved to a city that does not have an Apple store. I now do a weekly computer show in which I'm the "Mac Guy" on it. I don't miss the stress of the Genius Bar, but I do miss the people who visited it and truely appreciated it for what it was. Just remember the Genius Bar is not a complaint department it's a crowded service desk. A place that no other computer manufacturer has for face to face interaction....as imperfect of a system as it may be at least it's there for you.
I've never noticed any difference between the times I have displayed my ProCare card and the times I haven't.
Of course, I always plan ahead when I go to my local Apple Store.
I book a slot, and show up in time for the slot.
Admittedly I've had to wait between half an hour and an hour each time. The only difference I have noticed has been a) being able to book in advance, b) getting the units repaired in-house.
The behaviour of staff has always been efficient and friendly. Never overly fawning or familiar.
Naturally, other stores in other places have different staff, different managers and different customers.
It would never occur to me to expect every store to be a clone of another.
This is entirely based on my personal experience and expectations. Your mileage may vary.
I'm actually tempted to get one now.
Folks, His is one story and only one out of thousands of SATISFIED ProCare subscribers. My experience with the Genius Bar in general has been excellent - ProCare or not. On one occasion I was there (my business runs on Apple products from Notebooks, Desktops and a couple of servers as well as a few WinTel machines) and a ProCare customer was patiently waiting for their "advanced" appointment and in walked a businessman like myself and was demanding that he be seen right away (mind you there were about a dozen customers patiently waiting in line for their turn) and that he thought it "stupid that he drove over an hour away to find out that he would have to sign in on one of the demo computes for an appointment. This customer made it a point to inform the Geniuses that his system was business critical. One Genius responded to my amazement and said, "Sir, I fully appreciate and understand how critical your computer is to your business and that you drove quite a distance to get here, but please under stand that we treat ALL our customers with equal importance, from the stay at home mom or dad, to the Brain Surgeon, business Owner, and to the student. Someone who lives 5 minutes away to someone who just flew in from abroad. We have a queue system and you WILL have to sign up in all fairness to ALL customers who need service.
The Genius proceeded to ask if he was a ProCare subscriber, which he was not. The customer did end up paying the $99 (no tax) and was promptly seen as soon as one of the Geniuses became free.
At the same time, Apple has Creatives who will devote 1-hour a week for the whole year for those who want to learn from the most basic operation of their computer and an up and coming Producer who wants to maximize the use of Apple's Pro Applications for editing video files (Final Cut Pro). Ladies and Gents, in that alone, that equates to about $2 to sit with a Human being who will teach you anything you want to learn about Macs!
But wait, there is more!! I have over 2O systems in my business. Guess what I get along with that 99bucks, each and every one of my computers can be brought in for an "annual tune-up." Yes, each and every one of them gets their HD defragged, software updates, Hardware tests, and Virus checks. WHAT, Macs have viruses??!! Yes people, Macs can be carriers of a virus from someone who sends you an infected file, but it has no effect on your Mac. It will infect or at least be flagged if that same file is forwarded to a WinTel system. So Apple is helping to be a good steward of safe computing by zapping bugs.
What I'm saying is, you pay $99 for a year and some feel it's highway robbery, well, please tell us where else you can walk in and wait to see a Mac Genius like person and talk with you, analyze your MP3 player/computer and help remedy the situation for FREE (of course unless you are out of warranty).
Pro-Care or Standard Care, geez people, you will in some cases pay a Premium for better service. Apple is fair across the board. Pro-Care just make the Apple Experience a little faster and more interesting.
EOM
I am not only new to Mac's but also new to computers. I fact if you have seen the History Channel's commercial with the caveman? Then you know what I sometimes feel like. Now just because I am computer illiterate does not mean that I am stupid. I am a vet. and a member of the Disabled Veterans of America. Apple is kind enough to give us member of the DAV a discount. I've bought a 17" mac book pro... This is the computer that I have been teaching myself with. I have had it since Oct. I have learned so much that I can now see the curve that I am behind. Before I got this gem. I could not even see the mountain. Much less the curve. One of the first things that I learned is that no matter how much I will learn. I will never learn it all. Apple sent me an e-mail with special offers on most of their products. Some are good, some not so good. But the savings on software is a welcome break. I live on a fixed income and have had to wait for 20 years before I was free to talk about what it was that had caused me so many problems. Am I going to take advantage of Pro-Care. Yes. I am not such a fool, that I don't think that I will never need the help of someone who knows more then I. Has Apple been good to me? Yes. Have I been a pain? Oh ya! Will I buy more Apple products? You bet. Do I want someone to take the time to help me understand how to do what it is that I want to do? That one should be a no brainer.