>>51034204I can't remember perfectly because the last time I went into a store with a problem was about a year ago, but I *think* I just naturally said what I did to troubleshoot a problem I had. Whether they cared or not is another question.
As for your example, it sounds like intermittently faulty hardware, which happens a lot with devices. Something like a heatsink isn't properly affixed, or whatever. It emerges when you're using the computer for several hours, but you turn it off and bring it to the technician in store and of course it works just fine. Diagnostics don't report anything wrong because it's running relatively cool in the store.
Shit like this drives users crazy, because they don't realize that they need to show the computer under stress (or even if they have a concept of that, how many do you think know about Furmark or Prime95? or the general idea of stress testing a CPU, even), and when technicians rebuff customers the way you did, it infuriates the customers.
If you approach the problem with the following two assumptions:
1) that the user isn't hallucinating crashes and whatnot, and
2) that the user isn't using the device in a sauna or something
then crashes that you can't reproduce have to be some weird edge case that nevertheless happens frequently enough to really annoy the fuck out of users.
Maybe because Apple does all the servicing, the motivations are all different. Since you're not directly tied to Lenovo or Dell or Toshiba, you don't care if they end up hating their Toshiba laptop. They'll probably dump it and buy a Dell or a Lenovo laptop, and you'll have business no matter what. Apple technicians who rebuff customers the way you do risk losing Apple customers entirely (they don't service other products), so I imagine Apple's policy is to bend over backwards to keep the customer happy, if it's at all reasonable.
