Japan Apple Computer bad experience

[Steve Bildermann]

From Gen Kanai Weblog

So I was one of the early owners of the 15" Powerbooks here in Japan, and I have the problems with the white spots on the LCD. As long as I have it replaced before my first year of ownership is up, they'll replace the LCD for free.

The problem is that I use my Powerbook daily. I use it for mail. For web surfing. For blogging. For playing music. Watching DVDs. I haven't found the time to return it to get it fixed since I bought it.

Today I was thinking about purchasing for myself an iPod. It's almost a running joke because for those who know me well, it is very surprising that I don't own an iPod already. So I went to the Apple Ginza Store today and before I bought the iPod, I went to the Genius bar to inquire about replacement LCD screens for my Powerbook. Here's how it went:

Can't wait five days, Depends on computer daily but apparently doesn't have any other computing access. Not so good situation to get into.

[GuyJean]

Nitta: Well we can't do the replacement in the store, it has to go out. So it takes about 5 days.

Me: 5 days? That's unacceptable as I use my machine daily. Do you have a replacement program or a loaner program? I am willing to pay to rent a machine if need be.

I totally understand his situation, but 5 days?.. Seems pretty quick to me; wanted my Compaq screen fixed, they said 3 to 4 weeks!

"Loaner program"?.. Never heard of that for computers. Cars, yes. Electronic equipment, not that I know..

"5 days? That's unacceptable"?.. I'm guilty of going-off at times, myself.. But how far does foreigner indignation get you in Japan?

How bout' "Could it be rushed, as I really love my computer and use it everyday?" or "Is there a shop you could recommend that can do it faster?" ?

Why not buy an eMac for back-up? ... They're cheap, burn DVDs, and stable..

Again, I understand the frustration, but I also know that 'approach' is a lot in Japan.. or anywhere, for that matter.

GJ

[Caustic Saint]

Can't wait five days, Depends on computer daily but apparantly doesn't have any other computing access. Not so good situation to get into.

Agreed. Just as a company shouldn't become dependent on one employee, a person shouldn't depend on one computer to do all their computing.

They gave me a defective product and require me to give up my computer for 5 days in order to have it fixed. It seem very unfair to me as a consumer if the product does not meet the specifications and a replacement is not offered in a timely manner (to me, 5 days is NOT timely.)

If the store's not set up to handle the repair (which it isn't), what are the other options? None. They're not going to give out a loaner. To do so would reduce the value they could sell the loaner machine at. Sure, they could have some dedicated loaners, but that's an expense/hassle they probably don't want to deal with.

Best to rearrange your schedule/life/computing needs as best you can and live without it for a week. Keitai can handle email, and you can bum computing time from friends or made do with net cafes. Not perfect, but it's probably the best one can do in this situation.

[Big Booger]

I have 3 PCs and a laptop.


and am thinking of a new laptop have been since I posted this

http://www.fuckedgaijin.com/forums/showthread.php?t=4702&highlight=fujitsu

[gkanai]

I appreciate the support everyone.

I have another computing platform I can use in the interim, but I like my Powerbook more than my Win32 box.

I am not comparing this to anything else. I just think that Apple should treat customers who received faulty-designed computers more carefully. This isn't a broken hinge. This was a factory fault acknowledged by Apple. I think they should have a loaner program for professionals and those who need access to their apps and data.

[GuyJean]

I appreciate the support everyone.

Sorry man.. It reads more critical than what was intended.. I just had never heard of a loaner program for any PC company, so I was surprised you expected it..

GJ

[emperor]

"5 days? That's unacceptable"

I peddled electronic products back home for a while and when it came to repairs it would usually take 2-3 weeks but sometimes it would take up to a couple of months to get something repaired and back into us.
We would usually oblidge with a loaner if someone asked us for one.
(actually on a number of occassions the repairs were drawn out for months and months and then someone would return a year later with a repair docket wanting compensation - not always the shops fault - sometimes theyd say "they forgot about it" - be shocked that we didnt have it accounted for after they had left the country for 2 years with out telling us - theyd demand satisfaction - and theyd get it weither it was a E20,000 plasma or a battered up 10 year old tape walkman)
The respective repair shops would cite reasons such as backlogs in work or having to wait for parts to ship.
>>made for quite a few frustrated customers
>>made it manditory for us to go for beers after work to booze the stress away.. well that and we`re irish

I was having problems with my Sony DCR-TRV60E - stopped taking pics (even though i mostly just use it for shooting onto tape)
- so i brought it up to Sony Building in Ginzas` 5th floor on Thursday evening and got a call on Saturday morning telling me it was ready for collection! Theyre very friendly and professional and they speak Eigo if youre tired and you think "your head asplode" from denshi-jisho-ing up too much technical terminoligy or otherwise

[bejiita]

I think I recall reading about some company that offered a loaner during service. It may have been IBM and their Thinkpad line. Of course, I'm sure it would depend on the warranty and service plan.

IBM used to have a superb support program. If your ThinkPad got hosed, you would call up their 800 support number. They would fedex you a shipping box where the laptop is suspended in a plastic sling. Since IBM's repair depot sat next to FedEx's terminal, as soon as your laptop arrived, they would start repairing it and ship it out as soon as they finished. I was mind-boggled when after shipping a dead laptop to them, I received it repaired the next day. I double-checked the serial number to make sure it was mine. But, to get this service, you had to pay out the wazoo to buy a ThinkPad back then, which I think were running US$4,000 to $5,000.

I'm liking this new laptop from Samsung since I'm starting to outgrow the ultralite 10" and 12" screens. I think Gateway is reselling it under their brand.

[Steve Bildermann]

I think I recall reading about some company that offered a loaner during service. It may have been IBM and their Thinkpad line. Of course, I'm sure it would depend on the warranty and service plan.

IBM used to have a superb support program. If your Thinkpad got hosed, you would call up their 800 support number. They would fedex you a shipping box where the laptop is suspended in a plastic sling. Since IBM's repair depot sat next to FedEx's terminal, as soon as your laptop arrived, they would start repairing it and ship it out as soon as they finished. I was mind-boggled when after shipping a dead laptop to them, I received it repaired the next day. I double-checked the serial number to make sure it was mine. But, to get this service, you had to pay out the wazoo to buy a ThinkPad back then, which I think were running US$4,000 to $5,000.

I'm liking this new laptop from Samsung since I'm starting to outgrow the ultralite 10" and 12" screens. I think Gateway is reselling it under their brand.

I was going to post a similar experience. My IBM Thinkpad went dead early Friday morning while I was in San Diego. I had purchased it in Tokyo. I called IBM and the support guy arranged pickup by Fe-EX at 10:30 AM. All I did was sign at pickup. This was back in the days of computerland in Tokyo that would take at least three weeks to even check a system. The pickup guy said my Thinkpad was going to Memphis. I braced for a week to ten days. It arrived back at my door Saturday morning 9:00 AM. I too checked and it was my serial number but the entire system was brand new. It was as if they had just switched serial numbers and HDD into a new system. I still in awe at that kind of turnaround.

[mr. sparkle]

pc'szzzzzzzz--huh? wha?

Mr. Sparkle went to Cupertino High School.
That's my home town baby.
Sorry, been huffin' the Apple fumes far too long.
Couldn't fight my way out of a Windows XP bag.


my first axe - sheer brilliance!

by the way...we're doing HD production on laptops.
how 'bout ya'll?

ha! you can't top that 'til you do HD on cell phones!

[tokyojoe]

Hey at least Apple didn't try to charge you 3 man for a minor repair on an iPod.

[bejiita]

You might also look at:

Panasonic Y2
Fujitsu Lifebook S7010D
NEC LaVie RX LR700/8E

Thanks for the links. The only problem is that ever since I paid Y100,000 for an older version of this Sotec Winbook, I always do a double-take whenever I see high prices.

[emperor]

.. The only problem is that ever since I paid Y100,000 for an older version of this Sotec Winbook, I always do a double-take whenever I see high prices.

A Japanese friend used to work in tech support for Sotec and would get calls with people asking what to do because their "notebook is on fire!"