It looks like there’s some tension in the air between some unhappy Apple customers who are smokers and the Apple customer service department. Why? Apparently, Apple is refusing to fix certain computers because they have traces of smoke residue in them.
Ok, now even this struck a nerve with me and as many of you know, I’m a MAC user. In fact, I’m using one right now. I don’t smoke, but I can’t imagine my frustration if I was refused service due to a habit completely unrelated to my personal computer. Obviously, this is what these customers are feeling. According to the article, Apple now considers the smoke a biohazard to its employees. If you haven’t been keeping up with Apple’s “green” initiative, their business model is now partially based around keeping harmful chemicals out of its products, which is definitely respectable, but where do we draw the line? Refusing to repair and thus forcing a customer to purchase a new product also clearly defies their “going green” initiaitve.
Here is a testimonial from a frustrated customer in the UK: “I checked my Applecare warranty and it says nothing about not honouring warranties if the owner is a smoker. The Applecare representative said they defer to the technician and my son’s computer cannot be fixed at any Apple Service Centre due to being listed a bio-hazard.” So now how can Apple prove themselves correct on this matter? I mean, I bought the Apple Care warranty. I expect everything to be covered! After all, it’s pretty expensive! If they give the technicians leverage over policy details that should be expressly stated in the warranty, doesn’t that really undermine the value of the warranty?
While I can understand the customers’ dismay with this contentious issue, I do want to at least try to side with Apple for the following reason: The US Occupational Safety and Health Administration has listed nicotine as a hazardous substance, and if a customer is going to subject the Apple product to repeated exposure to it, should Apple and its employees have to come in contact with such a substance? One wonders just how many MACs a technician encounters with obvious nicotine residue in a given day. But is this just an excuse to save a couple extra pennies? Apple makes plenty of money. A repair definitely doesn’t break the bank for them by any stretch of the imagination, so maybe they are really trying to be legitimately green for their employees. What are your thoughts? Do you agree with how Apple is handling their smoking customers?
Thanks to PC Pro for the article!
