Thank You Apple!

December 19, 2008 / Opinion, Reviews, Technology / 20 Comments

Whoa! I didn’t expect the sudden influx of questions and concerns from my anger-filled post about my melted magsafe adapter! Anyway, I’d like to take this opportunity to answer all your questions for everyone’s future reference so you all don’t have to trudge through hell for a simple adapter replacement.

1: What’s the update?
After a chat with Apple Technical Support (Singapore Toll Free 800-186-1087), I was given a Case ID. Next day, I went down to the Apple Authorized Service Provider at Wheelock Place and brought along my:

  • melted 60w Magsafe adapter
  • Macbook serial number (found under Apple > About This Mac > More Info)
  • case ID

I picked up a queue number and filled out the service form. Within 25 minutes, I received my brand new replacement at no cost.

Just as a side note, the service technician seemed really shocked that Apple would replace it for me for free.

2: “…looks like the same thing might happen in a couple of months time” – Claudia
To prevent your Macbook or Macbook Pro from straining or melting, please make sure your cord never turns at a sharp angle. For more info on strain relief, visit the Apple Knowledge Base on reducing cable strain.

3: “Did you say your MB has past it’s one year warranty status? If so, yes, Apple nor it’s authorised reseller or service centres have no obligation to exchange new one for users. That’s where the Applecare is something you can fall back on.” – Jonathan Kong

Although Apple has no real obligation to replace it for you, but due to the overwhelming number of melted adapters (and the bad PR that comes along with it), their Troubleshooting MagSafe Adapters Knowledge Base says:

“Whether your product is in or out-of-warranty, you can take your adapter to an Apple-Authorized Service Provider or Apple Retail Store for evaluation and replacement if necessary. You may be eligible for a replacement adapter free of charge provided there are no signs of accidental damage.”

4: “Are the authorised dealers here trying to make a quick buck out of your problem?” – S. Kiat

Initially, I thought so too. But I’ve heard from some people that these authorized service centers require Apple’s permission before replacing the adapter free of charge. So perhaps it’s red tape that prevents them for easily replacing your parts, rather than greed. *shrugs*

Hence, I suggest you call Apple Tech Support before visiting the service centers.

5: “So what’s their official stand? The MagSafe replacement is not applicable in SG??” – NTT via Twitter

Apple Tech Support’s official stand is that my replacement is a “special case”. But for a “special case”, it didn’t take very much to persuade them for a free replacement. All I did was quote the Troubleshooting MagSafe Adapters Knowledge Base.

I’m not sure how it will fare if used the same tactic with the authorized service centers. But as I have explained in question 4, they seem to be tied down with some red tape from Apple, so you may not receive the quick service that I have. In the worst case, you will be forced to pay for a replacement.

6: “I’m planning to get the MacBook in 2009 to replace the notebook I’m currently using. Now I have to think twice.” – Michael Yip

Once you go Mac, you will never go back.

Sorry, I had to be lame.

Seriously speaking, I love the Mac. Yes, I have a plethora of problems with the hardware – overheating hard drives, melting adapters and God knows what’s to come next year.

But the interface and the screen resolution have won me over.

Mac OS X is extremely user-friendly – a Windows noob would be a competent Mac user in less than a week. Let’s compare the installation process for example. In Windows, you need to check the Terms and Conditions, choose the folder location, customize your installation, click “Next” another few times and then search high and low for your new program. In a Mac, you accept the Terms and Conditions and then drag the application icon into your “Applications” folder and you’re good to go!

One major downside of a Mac is the lack of Internet Explorer. Many sites in Asia, especially ones designed in Singapore and South Korea still code for Internet Explorer. So you may not be able to access some sites at all. Then again there’s Boot Camp to allow you to install Windows on your Mac. But it’s still a hassle to have to reboot just to access one stupid site coded in VBScript.

I hope that addresses all your concerns! If you have any more Mac-related questions, please leave a comment.

Oh and my last tip to you is to be courteous. I know people tend to lose it and start swearing at the customer service officer (CSO) when they have a problem. But if you think about it, it’s not really his fault. And actually, he is your potential saving grace.

Being respectful and doing some research goes a long way. The CSO will like you more, and perhaps try a little harder to help you out. That’s just how humans work, don’t you agree?