I’ve had my MacBook Pro for a year now, and the AppleCare people cold-called me tonight to ask me if I wanted to extend my support agreement for another three years, for £279. The guy asked me if I was satisfied with the machine, and at the start of the conversation, actually I was, pretty much. But as he kept on asking my questions, things kept coming up and by then end of the call – at which point he bailed out, because I was bending his ear a bit – I realised that it actually hadn’t been that great.

For example:

  • Way back, when I was setting up the MBP, getting the machine onto my encrypted wireless network was a right pain. I put in the WEP key, but it wouldn’t connect. Apple technicians couldn’t help me, and it was only when I spoke to the Linksys people that I found out that OS X needs you to put in a $ at the start of the key – otherwise it doesn’t recognise it as hex.
  • The “Genius” at the Apple Store couldn’t help me with a hard disk upgrade (and by the way, I think I was badly advised on choosing machine spec in the first place – 80GB is way too little). I had to go outside Apple, and, if you didn’t know, upgrading a hard disk in an MBP is really expensive. I wanted a bigger disk so I could run Windows under Boot Camp, but it turned out to be cheaper to buy a separate Windows laptop.
  • When I went in to the Apple Store get a replacement for a battery that wasn’t holding its charge, they told me to come back the day after (mug!) for a replacement – then refused to give me one.

Oh, and the screen’s looking a wee bit warped now, and the catch doesn’t work like it did. So I’m not impressed by the support in the first year – if you’re reasonably savvy, you can (and usually have to) figure it all out yourself.

On the other hand, the MBP hasn’t done this yet.

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