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steve jobs sends pointed email to macbook pro owner, poor customer service

Posted by Yaser on March 31, 2008

Recently the owner of a MacBook Pro that had suffered water damage contacted Apple to find about repair costs. When they were informed that it would cost $300 just to have his MBP looked at with no guarantee of whether or not it could even be repaired that wasn’t quite what they wanted to hear.

This [so far] nameless customer decided to email Steve jobs at sjobs@apple.com and said this:

Dear Steve Jobs,

I wanted to write and express my concern about some recent problems that I have had with Apple Care. This week, my MacBook Pro unfortunately sustained water damage. I understand this is entirely my fault but it is still something I would like to get fixed. After three or four calls I was finally able to get a straight answer. While I was happy to get a straight answer, I was not at all happy with the answer. It is very worrisome to me that the only way to get my computer fixed is to pay almost $300.00 up front with no guarantee that this will fix the problem. I was horrified to learn that their is no system to assess the problem and bill once all damage is known. I am reluctant to put money into a problem that could easily grow. I have had three Apple computers in a row. I love using them but I am not sure if my replacement will be one. I feel powerless in the situation and the whole experience has turned me off of the Apple company.

Sounds like a pretty reasonable email…nice tone of voice, the customer wasn’t blaming Apple for not making their laptops water-proof–nothing like that.

The response that this customer claims to have received was as follows:

This is what happens when your MacBook Pro sustains water damage.They are pro machines and they don’t like water. It sounds like you’re just looking for someone to get mad at other than yourself.

Steve

Is it real? As far as I know, yes it is. Poor customer service? Yes, that too.

If it is legit and is in fact from Steve, is anyone really surprised? Its not like he hasn’t acted like an ass/jerk/whatever word you’d prefer in the past and he’ll certainly do it again.

[Via CrunchGear]

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