ProCare Update...
Monday, November 23, 2009 at 9:59AM So, I set off to the Apple Liverpool One store with my broken MacBook and my sorry tale of difficulties with the ProCare system as mentioned in my previous postings.
What would be in store? (No pun intended!)
Well, my Genius appointment was on time and I was met by a very enthusiastic and cheerful Apple Genius called James. He took one look at the fractured MacBook screen and eloquently described the composition of the LED panel. He then gently took me down the path to explain that the fault could only have been caused by some form of impact to the screen, even though there was no visible damage to the case.
And no, it wasn't covered by AppleCare.
D'oh!
Couldn't really argue with him as the fracture did look like it could only be caused in that way.
Strike one to Apple
Ah! But what about the issues I had with ProCare.
The email I'd sent into Apple had been noted on the AppleCare ticket I'd raised, so James wanted to know what the issue was. I explained that the ProCare link on the Apple website didn't take me to a login page to enter my ProCare number but just to a normal login page. Hence, I was unable to book an earlier appointment.
Ha!
James responded with a double whammy.
First, the login page doesn't ask for your ProCare account number, it asks for the Apple ID associated with your ProCare account. Eh! There's no visual feedback or any indicator on the login page, hence my assumption that the ProCare link hadn't worked. On checking, James confirmed that the Genius appointment had actually been linked with my ProCare account.
Secondly, the ProCare doesn't give you earlier appointments, it extends the available appointment period out by 14 days instead of just a couple of days.
Hmmm..
Second point I'm happy with but on reflection, the UI design and workflow process of the ProCare link doeesn't give you any feedback that your ProCare account has been acknowledged, so I do think thats a definite error on Apples part.
James advised me to provide my feedback via the Apple feedback page.
Ah! But the main link from the ProCare page on the Apple website is definitely borked! See:
One to me I think!
James responded with a remark that some changes were afoot with the booking system so that may be the cause of that. As it's a back end system that appears to be broken, I didn't labour the point but I would hope this gets reported back up to corporate my the store staff.
OK, so there are some issues with ProCare but I have to say that the staff in the Apple store were extremely courteous and friendly, and very helpful.
So I booked the MacBook in for a repair and should get it back fairly speedily because of the ProCare account.
On the way out, I stopped by to checkout the 27" iMac again - they've moved the big iMac from the edge tables to the centre tables since I was last there. It's made a huge difference to the problems of reflections of the glossy screen in the store. Good move!
I wanted to ask about using the 27" iMac as a display.....
But perhaps I'll leave that for another blog post!
Reader Comments (7)
So if it was accidental damage, is that covered on the house insurance?
Good to hear you had a positive visit to the store, just the back end of the website suff that needs fixing and I'm sure they will work it out! Next time I have a problem, I am going to send you into my Apple Store Don!
Re the accidental damage, I'll need to check! Good point though.
I used to have Procare.
I distinctly remeber one of the advatages being you didn't need a Genius appointment at all. Go in (preferably when it is not mad busy!), flash your Procare card, and they'll see you straight away. Did this a couple of times with no problems.
David.
I've never understood why there isn't an option to add to iCal when booking a Genius appointment.
Don,
Our daughter has had a similar experience with the MacBook Pro screen--but, in her case she identified that she had, in fact, dropped a 3-hole punch on her computer (it slipped from a shelf above her desk). Although there was no damage to the case, her screen was broken. This is quite different from the old days when plastic cases cracked.
Sorry to hear of your problems--
Pat
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