AppleCare Canada is absolutely useless

By Cadium
in Apple (macOS)

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Grand Master

Rudy

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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.

you won't have much choice to sell it at low cost, Apple is selling a refurb Macbook Pro for $1350 CND.....I don't think they ever sold them this cheap

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Cadium

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you won't have much choice to sell it at low cost, Apple is selling a refurb Macbook Pro for $1350 CND.....I don't think they ever sold them this cheap

How much do you figure it would go for? 2.2 GHz/2GB RAM/120GB drive, matte display...

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Cadium

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well this morning they had the same model as you for $1350 (seems to be gone now) so you should be able to get 1200-1350 no problem

I'll try to let it go for $1250 or $1200, no less than $1100... where would be a good place to sell it?

Grand Master

Garry

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For reference, the address you want is [email protected] - Of course the e-mails don't go straight to Steve Jobs and probably wouldn't do much good if they did, but they're routed via Apple's Executive Relations team who do have the power to help resolve your issues. In my experience, their customer service is excellent (much better than calling up A.N. other call centre.) They even helped me out with a minor issue over a ?25 iTunes Store Gift Card once.

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Cadium

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kijiji.ca

craigslist.org

ebay.ca

redflagdeals.com

Thanks Rudy. Hopefully when I get the machine back I will be able to get it off my hands and put an end to this. Pretty sad that it's gone this far, honestly. I've gotten better service from Dell :\

Grand Master

Rudy

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Thanks Rudy. Hopefully when I get the machine back I will be able to get it off my hands and put an end to this. Pretty sad that it's gone this far, honestly. I've gotten better service from Dell :\

I'm curious as to why you'd sell it for such a loss though? I mean if it comes back ok, do you not like it?

Grand Master

Emn1ty

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I know how you feel man. AppleCare in general is completely useless because it really only ends up covering minor problems. My computer had one dent and a loose screen and apparently that meant it wasn't covered by AppleCare due to it being excessive damage. Since when was opening and closing the screen excessive?

Grand Master

sn00pie

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Your best bet is going to be eBay Canada, craigslist is good too but with eBay there's ALOT more customers for your item.

I completely understand your feelings for wanting to just get rid of it for any price. When you buy something with your hard-earned money and your stuck in a situation like yours. You have a very sour taste left in your mouth, and in your case that sour taste is Apple.

Good luck with everything :)

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Cadium

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I'm curious as to why you'd sell it for such a loss though? I mean if it comes back ok, do you not like it?

I'm a Windows programmer at heart, and already have another computer (a Dell XPS M1530), which I am paying off. Selling the MacBook Pro would help with paying that off faster. Plus, as much as I like Mac OS X, I just don't feel as productive with it, and this experience with Apple has left a pretty bad taste in my mouth.

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winrez

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you get to have a little apple on the back of your laptop :)

I think you should sell it and put the money on ths XPS (Dell has excellent support with their better models)

Actually you never said if the XPS is a desktop or laptop... which is it?

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Cadium

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you get to have a little apple on the back of your laptop :)

I think you should sell it and put the money on ths XPS (Dell has excellent support with their better models)

Actually you never said if the XPS is a desktop or laptop... which is it?

Its a laptop... XPS M1530, Dell's customer service for it is actually in the Phillipines, only the US seem to get XPS dedicated support

Mentor

winrez

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Its a laptop... XPS M1530, Dell's customer service for it is actually in the Phillipines, only the US seem to get XPS dedicated support

Wow thats even rotten. the XPS seems to have better specs but it depends on your needs (If you need OSX or not ) I would prob do what you are thinking selling the MacBook as you know that it will be snatched up right away (and if you are financing the Dell to pay down the priciple as soon as possible)

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Cadium

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Wow thats even rotten. the XPS seems to have better specs but it depends on your needs (If you need OSX or not ) I would prob do what you are thinking selling the MacBook as you know that it will be snatched up right away (and if you are financing the Dell to pay down the priciple as soon as possible)

Well, the situation is this: I originally purchased the MacBook Pro for college (was planning on doing some design work, etc) and wound up getting a loan in order to afford it. If I sell it I pay out the loan and then just make the payments on the Dell; if I don't sell it and send the XPS back I'm still making payments on the Mac.

Hardware wise, the XPS has:

- 2.5 GHz Core 2 Duo

- 4 GB RAM

- 320 GB Hard Drive

- 1920x1200 15" Screen

- GeForce 8600M GT 256MB

- 3 year completecare warranty

- 9 Cell Battery (85Wh, I believe)

MacBook Pro:

- 2.2 GHz Core 2 Duo

- 2 GB RAM

- 120 GB Hard Drive

- 1440x900 LED screen

- GeForce 8600M GT 128MB

- 1 year limited warranty

Grand Master

DrunkenMaster

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Small claims court it. Don't mention it to them. Just file the case. I think at this point, given the amount of money, time you spent with them etc, you should have been dealt with fairly. Since they continue to waste your time and won't fix it to your satisfaction, why the heck should YOU have to resell their product and buy another.

Read the terms of your warranty and the AppleCare one. Document everything. Small Claims.

BTW - this is the idocy of customer support. They spend more money jerking customers around then the actual replacement cost of the unit. They could send you a new, fix the old and resell refurbished.

Why I hated having bought an iMac. Where I was at the time, the closest Autho center was other side of the city. I just like being able to swap parts no questions asked w/o voiding my warranty.

Grand Master

MasterC

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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.

****ing ridiculous. That is totally out of line. I would've hung up and called again to get a different person. I think your best bet would be to go directly to an Apple store at this point (even though it might be out of the way). I've always had a great experience when I've taken my MacBook Pro in there the two times it needed to be repaired. Whatever Genius helped me was very understanding and courteous. In my opinion, they're more understanding than whoever is on the other end of the phone.

Grand Master

whitebread

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In my opinion, they're more understanding than whoever is on the other end of the phone.

They're always nicer in person.... On the phone, the person is trained to control the call -- they're usually ranked on how quickly they can get you off the phone ("average handle time"), and it's more or less anonymous -- they know who you are based on your name/address/whatever else they have on you, but you only know the guy on the phone as Jimbob in Customer Service. If they get annoyed with you, it's usually pretty easy to get rid of that caller by "accidentally" hanging up on you, or finding any excuse to get you to another associate.

In person, they HAVE to deal with you and be nice. They don't get the luxury of making faces at you over the phone or muting their phone while you're talking so they can bitch to their colleagues about how annoying you are or of passing the buck. They HAVE to give you their attention, and make it look like you're the most important thing in their world while you're there. Odds are pretty good that if they have to escalate your issue to someone else, they are going to have to be right there with you to explain in "insider-speak" all that they have done to help you already, why it didn't resolve the issue, and they have to justify the reason for the escalation; they directly know the person they're escalating to (if it's in-store), or the department on the phone is staffed by people who only deal with in-store associates so the phone rep the in-store guy is talking to HAS to do his job. If the other person knew they were trying to pass the buck, I think the odds are pretty good they'd get chewed out when you left by their manager.

Proficient

Cadium

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I think your best bet would be to go directly to an Apple store at this point (even though it might be out of the way).

I wish there was one even remotely close -- I believe the nearest one is in Toronto, and I don't quite feel like hopping a plane over a laptop.

Grand Master

MasterC

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I wish there was one even remotely close -- I believe the nearest one is in Toronto, and I don't quite feel like hopping a plane over a laptop.

If you have to take a plane to the nearest one, then scratch that. :p That really sucks there isn't one close.

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