Agreed. In 2005, I worked for a company where there was an incident that led to the 2005 PowerBook G4/iBook G4 battery recall [0].
I worked on the IT helpdesk at the time, and though I wasn't working the late shift that night, we all found out about it the next morning. A woman called the helpdesk because her PowerBook had caught fire. (Side note: the department was very insistent on not having water/liquids near equipment, so she actually apologized for pouring water on her flaming laptop.) Thankfully she put it out immediately. Her desk was scorched and the laptop was burned beyond repair (but we did manage to get a DriveSavers-like company to recover most of the data on the HDD). The IT director called our Apple rep the next day and they immediately began a process of investigation. They paid to have the desk replaced, replaced the laptop and paid for the third-party data recovery.
Granted this was 12 years ago and I wasn't involved in direct conversations with Apple myself as a lowly level 1 helpdesk technician, but from everything I saw they handled the situation completely professionally and seriously.
The model number A1078 is forever etched into my mind.
I worked on the IT helpdesk at the time, and though I wasn't working the late shift that night, we all found out about it the next morning. A woman called the helpdesk because her PowerBook had caught fire. (Side note: the department was very insistent on not having water/liquids near equipment, so she actually apologized for pouring water on her flaming laptop.) Thankfully she put it out immediately. Her desk was scorched and the laptop was burned beyond repair (but we did manage to get a DriveSavers-like company to recover most of the data on the HDD). The IT director called our Apple rep the next day and they immediately began a process of investigation. They paid to have the desk replaced, replaced the laptop and paid for the third-party data recovery.
Granted this was 12 years ago and I wasn't involved in direct conversations with Apple myself as a lowly level 1 helpdesk technician, but from everything I saw they handled the situation completely professionally and seriously.
The model number A1078 is forever etched into my mind.
[0] https://www.cpsc.gov/Recalls/2005/cpsc-apple-announce-recall...