Things Are Almost Back To Normal

Well. This was an interesting trip. I got my MacBook Pro back on Tuesday and as of now, I’ve built a brand new OS X Yosemite environment (Carbon Computing gave me back the MacBook Pro with Mountain Lion because “we have to put on what it shipped with”…. More on that in a second). and got myself back to the point where I can be productive for the first time in two weeks. If you want to get an idea of what I had to do, check out this post and this post from earlier this year as I basically had to go through that process after upgrading to Yosemite. That’s given me the opportunity to look back on this experience and see where things could have been better:

  • Let’s start with Carbon Computing. The people were nice enough and I feel that they did want to help me by replacing my drive. But I get the feeling that there is only so much that they can do unless the drive died. Thus they told me to go escalate to Apple myself. One thing that I talk about when companies hire me to do call center consulting is that agents on the phone have to take ownership and advocate on behalf of the customer when an issue is presented to the agent. That’s what Carbon Computing should have done here by escalating to Apple on my behalf. They didn’t, and it left me with a negative impression about Carbon Computing. Another thing. The Apple Store for a similar repair puts on the OS that the computer walked in with. So if you walked in with Yosemite like I did, that’s the OS you get back. So if they can do that, why can’t Carbon Computing?
  • Apple loses points for basically tossing Carbon Computing under the bus. By saying that Carbon Computing “is not Apple” and saying that I should have brought my MacBook Pro to an Apple store really tells you all you need to know about the relationship between Apple resellers and Apple. In other words, it’s not good. You might recall that I only went to Carbon Computer because I couldn’t get a Genius Bar appointment in anything under a week and a half. Thus my suggestion to Apple is that if they want people to come to their stores for repairs, open more stores, hire more staff and make it easy to either get an appointment within a day or so. Better yet,  have drop off repair service that allows you to drop off your Mac and it gets into a queue to get looked at. Also, if they have this much disdain towards resellers that they authorize, then eliminate them. The fact that they are so public about how they feel about their resellers reflects badly on Apple.

So, where do I go from here. I really didn’t exit this experience with a good taste in my mouth. This doesn’t make me want to buy another Apple product and it doesn’t make me want to do business with Carbon Computing. Perhaps I may feel differently the further I get away from this experience. But as of now, I don’t feel the love from Tim Cook and company.

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