AppleCare Canada is absolutely useless

[Cadium]

Hello all,

I've come here to post what has been going on lately with my MacBook Pro. It has had graphics corruption issues now for the last month (and on and off previously but I always chalked that up to software issues) and I finally decided to get it repaired. I called my local Apple Authorized Service Provider and they said it would need a new logic board and to bring it in, so I did. That was on Wednesday of last week, they had the logic board on Friday but I didn't get my notebook back until today. And I'm livid.

The first problem I have is that the top of the computer is not on correctly, there's a fairly noticible gap over the SuperDrive, the keyboard only seems to work when it wants to (and right now doesn't work at all), and there are scratches all over it (which previously, it had NO scratches), and the fans are constantly running at what would seem to be max speed (I can hear them constantly instead of being silent as before I took it in).

I called AppleCare and informed them of the situation and they contacted a product specialist (which took a half an hour), at which point I was told that my only option would be to return the computer back to the repair centre that I had just taken it to in order to have it fixed. As per the fact that they did more damage than good, I asked if there was any other options and the product specialist basically tore my head off accusing me of trying to cheat Apple out of a new computer and that my only option was to take it into the repair centre.

So, I've taken it back in... not sure what good that's going to do, right now it's a paperweight that I paid $2,200 + taxes for in January... Ugh.

[zeta_immersion]

one thing that probably you should have done is get the mack address or serial # of the original computer and compare it with this one ... just to make sure they did not give you a **** laptop back .. then ... take some pictures and document everything because you need the proof ... other than that .. not sure man .. go to Eaton and yell at someone .... there are a lot of people around so they cannot brush you off

[profets]

that sucks..

when you have applecare and need to take it in for repair, is it an actual apple store you need to go to or even an 'authorized' apple dealer?

[Rudy]

Applecare in Canada is horrible, now that I live in Ottawa, if there's anything wrong with my MBP I might just take it in the Apple Store in Montreal....hopefully I'll get better service there

[Cadium]

one thing that probably you should have done is get the mack address or serial # of the original computer and compare it with this one ... just to make sure they did not give you a **** laptop back .. then ... take some pictures and document everything because you need the proof ... other than that .. not sure man .. go to Eaton and yell at someone .... there are a lot of people around so they cannot brush you off

The MAC address and the serial number on the case are the same, however it just showed System Serial # in System Profiler and the MAC address was different (I took it in to get the logic board replaced).

I'd take it into an actual Apple Store except, well, I live in Nova Scotia and we have squat all for Apple service here. I guess this will be the first and the last Mac I ever buy.

[sn00pie]

Try calling Apple? Instead of giving it to an authorized repair centre ship it to them or something? I've phoned Apple Support Canada a few times and they've given me great help. But I haven't had to send in my computer or anything like that. I do have a Apple store about 45 minutes away, so that would be an option if that scenario ever came up for me.

[Cadium]

Try calling Apple? Instead of giving it to an authorized repair centre ship it to them or something? I've phoned Apple Support Canada a few times and they've given me great help. But I haven't had to send in my computer or anything like that. I do have a Apple store about 45 minutes away, so that would be an option if that scenario ever came up for me.

I already have, they told me my only option was to take it into the "authorized" repair center. Apple Canada does not offer mail-in service for MacBooks, apparently. Ridiculous.

[sn00pie]

Oh wow, I had no idea of that. I guess they've got a bias towards their US customers compared to customers up north?

[Cormier6083]

Jeebus Christ. That really sucks. Did you take it back to the authorized Repair people.

If not, try calling USA AppleCare... just to try. You might make some headway. :unsure:

[PyX]

go to Eaton and yell at someone

This is out of subject, but Eaton still exists??? :|

The one around me (Montreal) was changed for a Zellers like ... I don't know, 12 years ago? I thought Eaton went bakrupt :p

[Binary]

Get the issue elevated to someone higher up.

When I had problems with my iMac I talked to at least 10 people before someone actually got me some instant help.

Also document everything with pictures, and get the names of the people who repaired it.

If it's in as bad of shape as you say it is, you should get a new laptop out of it, and the repair centre should be de-authorized.

[NeoXY]

Sorry to hear about your bad experience. I had similar issues with my MBP and its logic board. Was told it would take a week to fix, but instead picked it up the next day. Sucks that you don't have an official apple store. Hope things work out for you

[Cadium]

Get the issue elevated to someone higher up.

When I had problems with my iMac I talked to at least 10 people before someone actually got me some instant help.

Also document everything with pictures, and get the names of the people who repaired it.

If it's in as bad of shape as you say it is, you should get a new laptop out of it, and the repair centre should be de-authorized.

Any suggestions on how I can get to someone higher-up? I tried to escalate earlier with the product specialist and she repeatedly told me she was as high as I could go and that I had absolutely no other choice than to take it into the repair centre, period.

[Binary]

Any suggestions on how I can get to someone higher-up? I tried to escalate earlier with the product specialist and she repeatedly told me she was as high as I could go and that I had absolutely no other choice than to take it into the repair centre, period.

You ask to speak to as high up as you can go with customer relations.

And you should have been assigned a case number and worker. Seems odd if you haven't been.

[Cadium]

You ask to speak to as high up as you can go with customer relations.

And you should have been assigned a case number and worker. Seems odd if you haven't been.

Yes, they gave me a case number but no worker or anything like that. I'll get in touch with them tomorrow morning first thing and see what I can do. You know what I actually found ironic/funny? They asked me if I wanted to purchase the additional 3-year AppleCare service after flat out telling me I was basically screwed.

[Xtreme $niper]

This is out of subject, but Eaton still exists??? :|

The one around me (Montreal) was changed for a Zellers like ... I don't know, 12 years ago? I thought Eaton went bakrupt :p

Eaton's as a store is long gone, bankrupt then bought by Sears Canada. But the Eaton Centre still exists as the downtown Toronto core's main mall: http://www.torontoeatoncentre.com/ (Where an Apple Store exists)

Anyways, back on topic: I would say you shouldn't accept defeat on this issue. Apple wouldn't like their reputation to be tarnished. If you keep at it, then you might get what you want.

Two possible solutions come to mind:

1. Email Steve Jobs directly. Some people say it actually gets problems solved very quickly.

2. Get your story dugg on Digg.com. Bad rep for Apple can go a long way to getting you what you want.

As a Macbook owner, I never would consider taking my machine anywhere but an Apple Store. Unfortunately, I realize you don't have that option. Maybe soon enough one will open in your area... They seem to be expanding.

[sn00pie]

Email Steve that's a good idea... let him know about the support we're getting up here. :(

[Cormier6083]

Any suggestions on how I can get to someone higher-up? I tried to escalate earlier with the product specialist and she repeatedly told me she was as high as I could go and that I had absolutely no other choice than to take it into the repair centre, period.

:whistle:

http://flickr.com/photos/williamspictures/.../pool-tuawrigs/

http://blogs.msdn.com/mthree/archive/2006/08/04/689263.aspx

http://consumerist.com/consumer/apple/get-...jobs-256931.php

http://www.gizmodo.com.au/2008/04/john_may...bbajabba-2.html

[Matthew S.]

This is out of subject, but Eaton still exists??? :|

The one around me (Montreal) was changed for a Zellers like ... I don't know, 12 years ago? I thought Eaton went bakrupt :p

He thought you lived in Toronto where an Eaton center still exists, and theres an apple store there

[Cadium]

I called again today and spoke to a product specialist who was willing to resolve the issue and set up a mail-in service... however because I'm in Canada that didn't work so he claimed he was going to speak with his manager about resolving this in a way that did not involve having to deal with any AASPs and that he would be e-mailing me with more details.

Half an hour later, I get an e-mail that basically states this:

"The issue with the repair on your macbook should be taken care of and you will need to have one of your local AASP's repair the macbook. The exception has been made for your unit in regards to case **********. If any more issues arise with this AASP please contact another AASP and schedule to have it repair at another location."

What a slap in the face. Time to contact Customer Relations.

[mspeak]

$2,200!?! :|

You'd think for that much, you got something that "just works" :laugh:

sorry to hear.

[Cadium]

Well, I've had to resort to sending an e-mail to Steve Jobs... as if that'll get me anywhere. :no: I shouldn't have to resort to doing something like this, seriously.

[whitebread]

I wish you luck (Y). After reading this, I will never buy a Mac -- ever.

[Cadium]

What I can't understand is why there is such a lack of service from AppleCare in Canada. Absolutely no-mail in service for Mac's, yet they can do iPhone and iPod mail-in's no problem, and other companies like Dell/HP/Lenovo have no problem doing mail-in or on-site service. :s

[Cadium]

Well, at this point, it looks like when I get the machine back I will be ensuring that it works with no major physical damage and selling it, and most likely at a low cost.