Apple is now in the news almost every day — first for the launch of iPhone 4S, and now after Steve Jobs' passing. Most people agree that the success of Apple since 2001 lies in the intuitive design of its products and the superb customer service it offers. Buy Applecare, and that's all you will ever spend on maintenance, it's said. Some online reviews even went so far as to say that Applecare in India exceeded expectations from Apple itself. So, when I was moving from San Francisco to Chennai, I was quite worry-free about my shiny new Macbook Pro. I remember how happy I felt when I got the computer and saw its beautiful, simple design. Not just of the computer, but even the box! No jarring colours, no labels. Just white, grey and the picture of my latest toy. I slowly discovered and fell in love with many of its features — from the dock that discreetly disappeared to the real power of Adobe's Creative Suite when used on a Mac.

The best part, though, I felt, was the attention to detail in design. The computer even came with a little clasp behind the battery pack that opened up to wrap the power cord during transportation. At all other times, the clasp remained hiddenThis is the Apple signature, I thought.

ADAPTER PROBLEM

Until my adapter stopped working. And I saw that the insulation had split open a little. No problem, I thought, I'll just take it to an authorised service provider — I had Applecare till 2013, after all. This is where my troubles began. The service provider said that because of ‘physical damage' I could not get a free replacement. That little tear in the insulation? But I didn't knife it open, run a motorbike over it or drag a fingernail across the casing. It split open in the normal course of use — so shouldn't it be covered under warranty? I was asked to check with the toll-free number. That, predictably, sent me back to the service provider, who sent me back to the toll-free number. By now, I had had a dead laptop for almost two weeks and was beginning to miss all the customisations that had made it my laptop. Alright, so now was the time to get a brand new adapter. None of the authorised resellers nearby had the version I needed, so I had the choice of either Aminjikarai or Anna Nagar. I called ahead to make sure they reserved a piece for me. And got one that would have fit into sockets in Singapore, but definitely not into our round ones. You have to get a converter for that, I was told helpfully. Do you have it? You can get it at any electronics shop, ma'am, said the kind man.

FLAWED DESIGN?

I also had the surprising experience of being told that using the clasp itself leads to rapid wear and tear. That's like a fresh convert being told that Jesus actually trained and maintained a group of vigilantes. You can accept sloppy service, the dour ‘genius bar' representatives; but you cannot accept that Apple's own flawed design is the cause of your misfortunes. The service provider calmly went on to explain that my problem was a common one. Using the clasp makes the cord kink at 90 degrees and causes the casing to tear and the wire inside to snap. Then why doesn't Apple come forward to replace the faulty pieces? I got the cryptic answer that this is a problem with any wired equipment — even earphones.

With this, the two pillars of my Apple temple came crashing down. I had got poor service when trying to fix a problem coming from faulty design. And my Apple experience ended up being rather more tangy than sweet. My friends assure me that they can get a replacement if I send the faulty adapter back to the US somehow. Which makes me wonder — do people in India pay more for Apple products and get worse service? How, then, is Apple going to survive in the post-Jobs, no-jobs recession period? Being a Mactard might be sign of exclusivity now, but people who drive 30 km and pay Rs 5,000 for a power adapter also tend to expect great design and service. And this usually means more than a pretty white store and a seating area with great views.

(The author is a graduate student of biochemistry at the University of California, Berkeley.)

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