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atomical

It has been two months and I still haven't gotten my MBP back. Screen and battery replacement.

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I sent an iPad [covered by AppleCare] with a cracked screen to them for an AppleCare repair. $49.

They sent it back with "could not reproduce". Like... this is a huge crack. You can't not see it.

So I sent it back to them. Waiting for the diagnosis for attempt #2.

Update:

https://imgur.com/thklGAL

WTF.

Write to Tim Cook. I had an iMac that was in repair for 4 weeks with no clear indication of when it would be done. I emailed Tim Cook and the next day a senior manager called to discuss my case, and the week after I got my machine back. Worth a try.

I’m pretty sure this won’t scale.

It will, given that Tim Cook probably doesn't read that email, a secretary or something does, and he can hire as many secretaries as he wants.

Maybe there could be entire groups of secretaries dedicated to device repair/replacement.

Perhaps even brick-and-mortar locations. We'll call 'em geniuses.

Have you dealt with one lately? They have zero power now.

Pretty sure Tim Cook's email is actually handled by a team. It can scale as well as Apple wants it to. Like Comcast's "email a VP" escalation line.

You mean Comcast knows how to do responsive support at scale but chooses to reserve it for an undocumented system?

I think that's the point --- "DDoS" the CEO to let him know very clearly that some part of his company is not working well.

You might be surprised. Jeff Bezos has a similar system in place, and it seems to be holding up to Amazon scale. Something slipping through the cracks is a failure of process, and failures of process are exactly what a CEO wants to be paying attention to. While I imagine the "actually gets read by Bezos" claim is just PR, these sorts of emails actually do get read by people who have power and influence, and the interesting ones do actually end up in front of Bezos long enough for him to forward them to someone he suspects is responsible.

https://www.inc.com/business-insider/amazon-founder-ceo-jeff...

Having worked at Amazon, there's a perception even internally that he's actually reading those emails. Obviously it's possible that it's just assistants, but it's not just externally that that perception persists.

I wrote to him over a week ago. I haven't heard back. Timmy!

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