Apple Tech support and service.

[Dex]

I've had some bad experiences with Dell over the past two years and I'm tired of fighting viruses and spyware. I was thinking about buying a Mac mini and using my Dell display, keyboard, and mouse. I have a few questions about Apple's support. How good is Apple's support and service?

Say your Mac mini breaks down and you don't live close to an Apple store. What is the coarse of action you need to take for getting your Mac mini repaired? Do you mail the Mac mini into service center or bring it into a regional service center? What's the turn around time for repairs?

How is Apple's phone in support? What are their hours of operation? Can you understand them or are they in a foreign call center? Can I buy the Apple Care plan for the Mac mini in a few months or does it have to be done at the time of purchase?

Sorry if this seems like a lot of questions. I'd be thankful for replies to one or all of these questions!

[philpro68]

I am still waiting on my Mac mini (it just shipped) and I don't know how their technical support is, but I called them because the 10.4.2 update released after my Mini was ordered. So I called to see if it would ship with the update installed. The call was answered quickly and he said it would ship with the update, but it did seem to be a foreign person. He did speak clearly though. Hope this helps. I am in the same boat with the Dell situation, I hope to get mine real soon.

[e3mw]

I have also had bad experiences with Dell (which is sad, because they used to have the best tech support out there, even suprised me several times, but that's a different story. Now they've outsourced their tech support and it S U C K S.) I don't even call them anymore unless it's something I can use a warranty on.

But anyway... I have had an iPod for a year and a half now, and no, I haven't had any problems with it, but I have called Apple's tech support once or twice to inquire about their protection plan and they were very nice and also very easy to communicate with.

I'm betting they are just as nice when dealing with the Mac Mini, too.
_________________
Me with Woz!
Aftershift Music Project | My Music! Feel free to download!
1.42Ghz Mini | 15" 1.67Ghz Hi-Res PowerBook G4
30GB 5th Gen iPod | 512MB Shuffle

[Dual G5 Fireman]

Apple has really great support. If you keep the original box your mini comes in, you ship it to Apple. The turnaround time is very quick - usually within a week. But it is such a remote chance of this happening, because Apple builds great hardware. They use great components and build their computers using good materials (real metals, good workmanship, etc.)
I've never had somebody who couldn't throroughly understand English on the phone. Apple has a reputation for great phone support, and every experience I've ever had bears this out. (And I've been a Mac user for close to 10 years).
You can buy AppleCare for your mini any time up to a year after purchase.
I hope you switch. You won't regret it!
_________________
The Seduction of the Extraordinary at the Expense of the Mundane..
PowerMac G5 Quad Core 2.5 Ghz 6 gb RAM, PowerMac G5 Dual Core 2.3 Ghz 5 gb RAM, Mac Mini 1.42 1 gb RAM, MacBook Pro 2 Ghz 1.5 Gb RAM, Mac Mini 1.66 Ghz Core Duo 1 GB RAM

[Dual G5 Fireman]

Uh, Phil, it's really not a big deal if it doesn't ship with the 10.4.2 update. It's a free download, and you don't even have to use a browser to do it. Apple has a program built into OS X called software update. Just run it with an active internet connection going, and it will find the updates your computer needs. Click install, enter your admin password, and you're good to go.
_________________
The Seduction of the Extraordinary at the Expense of the Mundane..
PowerMac G5 Quad Core 2.5 Ghz 6 gb RAM, PowerMac G5 Dual Core 2.3 Ghz 5 gb RAM, Mac Mini 1.42 1 gb RAM, MacBook Pro 2 Ghz 1.5 Gb RAM, Mac Mini 1.66 Ghz Core Duo 1 GB RAM

[Susurrus]

Dex, I hope that both your keyboard and mouse are USB so that you can use them with the Mini. The Mini doesn't have any PS/2 ports, which Dell likes to use for their keyboards.

I have called Apple a couple of times and they all seemed like they were American, either way they were fluent in English and I could understand them, and that's really what matters.
_________________
Computer Engineer
Junior, Brown University
15" NC8430 HP Laptop
1.42Ghz PPC Mac Mini, 1Gb RAM, 1st Gen
40GB G4 iPod
2GB Black iPod Nano

[e3mw]

[philpro68]

[slickrick]

I've never had to call Apple about my mini. (Knock on wood) Now my 3G iPod was a different story. Two of their screens died on me within a three month period. (I know that seems wacky) Apple didn't hesitate one bit and sent me out new iPods. Even before I sent the damaged ones back. They even sent me a $50 iTunes gift certificate for all my trouble. All the technical support reps I spoke with were friendly and understandable.

[Dex]

Thanks for all the replies. Dual G5 Fireman, thanks for addressing so many of my questions. If you've called Dell over the last two years you'll know why I'm worried about support. Susurrus brings up a point about the Dell keyboard and mouse. Mine has both USB and PS2 connectors. The only thing that plugs into the computer is the USB transmitter for the pair. I believe Logitech makes the set for Dell. I'm pretty sure the multimedia keys on the keyboard won't work in OS-X, but the basic keys should work - right? The mouse is a basic two-button mouse with scroll wheel. I can always buy another set if this one doesn't work.

http://accessories.us.dell.com/sna/ProductDetail.aspx?TabPage=techspecs&sku=310-4170&category_id=4000&c=us&l=en&cs=19

[Susurrus]

[Dex]

Sounds good! I'd hate to give the pair up because the keyboard is a dream to type on and it matches the 19" Dell widscreen LCD.

[bsnoel]

[Dex]

I'm afraid when I jump - Apple will update. That's the only thing holding me back now.

[bsnoel]