Apple goes to great lengths to keep its customers happy. But remember, Apple is also a corporation whose ultimate goal is to earn a profit. As a consumer it’s your job to be knowledgeable about the products you buy and how to get the services you deserve. Whether the iPhone 4S is your first Apple product, or you’re an Apple groupie, it’s up to you to take the initiative to get the most out of your Mac. You can start by arming yourself with the following information.
1. Apple makes it too easy to buy more than you need.
The phrase “eyes bigger than one’s stomach” comes to mind here. It can be awfully tempting to pay a little extra for that faster processor, more RAM, or hard drive space, but most buyers will be well served to go for an entry-level or mid-range model and upgrade the RAM or hard drive at a later date. Take the time to evaluate your needs, read some reviews, and decide from there. Don’t be afraid to ask questions, and don’t let yourself be sold on something you don’t need.
2. Apple has a friendly return policy.
Apple has a very pro-consumer return policy, which gives you 14-days to return your Mac for any reason – or for no reason (albeit there are some restrictions). Moreover, Apple no longer assesses a re-stocking fee on returns. So if you find yourself unhappy with your new Mac, don’t hesitate to return it for a full refund. If you find yourself with a Mac that’s defective from the start and you’re still within Apple’s 14-day return period, take it in and ask for a complete replacement.
3. You don’t need to buy AppleCare until the end of your first year of ownership.
AppleCare is the optional support, service, and repair plan that you may purchase in addition to your Mac’s One-Year Limited Warranty. Although AppleCare has other benefits, the most important one is that it essentially extends your Mac’s One-Year Limited Warranty by one or two years (depending on the type of Mac you are purchasing AppleCare for). AppleCare (not to be confused with AppleCare+) may be purchased at any point during the first year of your Mac’s life and, therefore, it’s not necessary to purchase it at the same time as your Mac. If something happens to your Mac that would otherwise void its One-Year Limited Warranty (say you drop your new iPhone 4S in the pool), then AppleCare will be also be voided.
4. Apple sells refurbished products directly, which will save you money without sacrificing quality or service.
You can purchase refurbished Macs direct from Apple. Refurbished Macs come with the same One-Year Limited Warranty you get with the new models, and just like those models are eligible for AppleCare. Refurbished models are not “used” or “defective.” Rather, they are usually open-box returns that had nothing wrong with them in the first place. All refurbished Macs are thoroughly tested before they are resold as refurbished models. If something goes wrong with your refurbished Mac you will still enjoy the same degree of service and support as if you had purchased a brand-new, more expensive, model.
2. Apple has a friendly return policy.
Apple has a very pro-consumer return policy, which gives you 14-days to return your Mac for any reason – or for no reason (albeit there are some restrictions). Moreover, Apple no longer assesses a re-stocking fee on returns. So if you find yourself unhappy with your new Mac, don’t hesitate to return it for a full refund. If you find yourself with a Mac that’s defective from the start and you’re still within Apple’s 14-day return period, take it in and ask for a complete replacement.
3. You don’t need to buy AppleCare until the end of your first year of ownership.
AppleCare is the optional support, service, and repair plan that you may purchase in addition to your Mac’s One-Year Limited Warranty. Although AppleCare has other benefits, the most important one is that it essentially extends your Mac’s One-Year Limited Warranty by one or two years (depending on the type of Mac you are purchasing AppleCare for). AppleCare (not to be confused with AppleCare+) may be purchased at any point during the first year of your Mac’s life and, therefore, it’s not necessary to purchase it at the same time as your Mac. If something happens to your Mac that would otherwise void its One-Year Limited Warranty (say you drop your new iPhone 4S in the pool), then AppleCare will be also be voided.
4. Apple sells refurbished products directly, which will save you money without sacrificing quality or service.
You can purchase refurbished Macs direct from Apple. Refurbished Macs come with the same One-Year Limited Warranty you get with the new models, and just like those models are eligible for AppleCare. Refurbished models are not “used” or “defective.” Rather, they are usually open-box returns that had nothing wrong with them in the first place. All refurbished Macs are thoroughly tested before they are resold as refurbished models. If something goes wrong with your refurbished Mac you will still enjoy the same degree of service and support as if you had purchased a brand-new, more expensive, model.
5. You can still take advantage of Apple’s customer service and AppleCare if you buy a used Mac.
You don’t have to buy a Mac directly from Apple in order to benefit from Apple’s great customer service. If you purchase a used Mac that is less than one year old, it will still be fully covered by Apple’s One-Year Limited Warranty and will be eligible for AppleCare provided its warranty or AppleCare has not otherwise been voided. Sure, eBay and Craigslist have their own caveats, but many people have found great success buying their Macs through places such as these. If you buy a used Mac that is more than one-year old you should check to see if its original owner had purchased AppleCare. If the owner had purchased AppleCare you can arrange to have the plan transferred to you.
6. Sometimes Apple products have defects.
Did you cause those hairline fractures on your white plastic MacBook or is your MacBook actually defective? Apple makes phenomenal products, but they’re not immune from the same design and manufacturing defects that plague the rest of the manufacturing world. You paid a lot for your Mac and there’s no reason why you should have to settle for a defective one. The best way to spot defects is to routinely look over your Mac for changes in its physical appearance or behavior. If you notice something that doesn’t seem right, research the symptoms online. If other people are reporting symptoms similar to what you are seeing, then there’s a good chance that you may have spotted a defect. When you spot a legitimate defect, don’t be afraid to bring it to Apple’s attention.
7. You should treat both new and repeat defects with zero tolerance.
In the event that you discover an issue that you believe to be a defect, treat it with zero tolerance. A hairline fracture on your MacBook or iPhone may seem trivial to you today, but it won’t be so trivial when the cracks start to spread after your Mac’s One-Year Limited Warranty or AppleCare expire. Moreover, some defects may re-appear on your repaired Mac or even a replacement model. If the same defect occurs again, then having a previously documented repair attempt might be invaluable.
8. You should always document your interactions with Apple representatives.
People say all sorts of things – especially when they are customer service representatives – so it’s critical that you document all of your interactions while you are seeking to address any issue. If you visit an Apple Store in-person, be sure to ask for a card from any Apple Genius you speak with and save those Genius Bar Work Authorization & Service Confirmation forms. If you contact Apple over the phone, be sure to ask for the full name of the representative you speak with and keep notes detailing the time and date of the discussion as well as what was discussed. If your issue doesn’t get resolved these notes will come in handy later on.
9. You should conduct a thorough physical inspection of your Mac before its One-Year Limited Warranty or AppleCare expire.
Once you have bought your new Mac, be sure to mark your calendar to remind you before your Mac’s One-Year Limited Warranty or AppleCare expire. (Hopefully you remembered to save the dates.) Take an hour or two to sit down and examine your Mac for defects at least ten days before that happens. What could be wrong? Cracked plastic, unusual screen discoloration, an unacceptably high number of dead pixels, swelling batteries – the list goes on. There are all sorts of ailments for which Apple will gladly repair or replace your Mac. But this is your last chance to get it repaired or replaced for free — so why not?
10. If you are a savvy consumer you will get the most from your Apple products.
To get the most out of your Apple products you need to be an informed consumer. The Internet has everything you need, provided you are proactive and you know how to do your research. The blog, CultofMac.com or other similar Mac-oriented websites are excellent resources. For more guidance on being a savvy Mac owner, check out my new book Buying and Owning a Mac: Secrets Apple Doesn’t Want You to Know, which contains much more helpful information regarding buying and owning Apple products.
You don’t have to buy a Mac directly from Apple in order to benefit from Apple’s great customer service. If you purchase a used Mac that is less than one year old, it will still be fully covered by Apple’s One-Year Limited Warranty and will be eligible for AppleCare provided its warranty or AppleCare has not otherwise been voided. Sure, eBay and Craigslist have their own caveats, but many people have found great success buying their Macs through places such as these. If you buy a used Mac that is more than one-year old you should check to see if its original owner had purchased AppleCare. If the owner had purchased AppleCare you can arrange to have the plan transferred to you.
6. Sometimes Apple products have defects.
Did you cause those hairline fractures on your white plastic MacBook or is your MacBook actually defective? Apple makes phenomenal products, but they’re not immune from the same design and manufacturing defects that plague the rest of the manufacturing world. You paid a lot for your Mac and there’s no reason why you should have to settle for a defective one. The best way to spot defects is to routinely look over your Mac for changes in its physical appearance or behavior. If you notice something that doesn’t seem right, research the symptoms online. If other people are reporting symptoms similar to what you are seeing, then there’s a good chance that you may have spotted a defect. When you spot a legitimate defect, don’t be afraid to bring it to Apple’s attention.
7. You should treat both new and repeat defects with zero tolerance.
In the event that you discover an issue that you believe to be a defect, treat it with zero tolerance. A hairline fracture on your MacBook or iPhone may seem trivial to you today, but it won’t be so trivial when the cracks start to spread after your Mac’s One-Year Limited Warranty or AppleCare expire. Moreover, some defects may re-appear on your repaired Mac or even a replacement model. If the same defect occurs again, then having a previously documented repair attempt might be invaluable.
8. You should always document your interactions with Apple representatives.
People say all sorts of things – especially when they are customer service representatives – so it’s critical that you document all of your interactions while you are seeking to address any issue. If you visit an Apple Store in-person, be sure to ask for a card from any Apple Genius you speak with and save those Genius Bar Work Authorization & Service Confirmation forms. If you contact Apple over the phone, be sure to ask for the full name of the representative you speak with and keep notes detailing the time and date of the discussion as well as what was discussed. If your issue doesn’t get resolved these notes will come in handy later on.
9. You should conduct a thorough physical inspection of your Mac before its One-Year Limited Warranty or AppleCare expire.
Once you have bought your new Mac, be sure to mark your calendar to remind you before your Mac’s One-Year Limited Warranty or AppleCare expire. (Hopefully you remembered to save the dates.) Take an hour or two to sit down and examine your Mac for defects at least ten days before that happens. What could be wrong? Cracked plastic, unusual screen discoloration, an unacceptably high number of dead pixels, swelling batteries – the list goes on. There are all sorts of ailments for which Apple will gladly repair or replace your Mac. But this is your last chance to get it repaired or replaced for free — so why not?
10. If you are a savvy consumer you will get the most from your Apple products.
To get the most out of your Apple products you need to be an informed consumer. The Internet has everything you need, provided you are proactive and you know how to do your research. The blog, CultofMac.com or other similar Mac-oriented websites are excellent resources. For more guidance on being a savvy Mac owner, check out my new book Buying and Owning a Mac: Secrets Apple Doesn’t Want You to Know, which contains much more helpful information regarding buying and owning Apple products.
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