Apple, you have let me down


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I'm huge Apple fan, still am, but i can't believe how incompetent some of the engineers are.

I sent my old MacBook Pro in for a few repairs, i got the superdrive, battery and keyboard replaced (all under applecare), great! It's nearly 3 years old and just coming out of warranty (27th Oct), so having a few new parts is a huge gain. Anyway, somehow the engineer damaged the backlight for the keyboard, scratched the heck out of the bottom casing and somehow messed up the LCD (pixelated). On top of this, it took 4 weeks to get back. When i realised the new problems, i booked myself back in to talk about the issues. After complaining, they agreed to change the LCD, bottom casing, backlight and do it all in a day! Great, but all of these issues could of been avoided. I'm a student, just starting my new term and NEED this laptop to work on, simple as that. Guess what? Another problem! The engineer this time has damaged the power button; it stills works, but it's half pushed into the casing. Since this machine is coming out of warranty, i can't afford for anything to fail. I've booked myself back in to resolve this issue. I just can't believe how poor the engineers are.

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Do you have a.. what'chamacallit.. a bureau where you can complain about companies in case they bungle things up or provide inadequate service? Like a consumer protection agency?

Also you should consider calling their manager directly and see if they are willing you provide you with a replacement laptop or otherwise compensate you.

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they could have taken there time and done it right the first time... instead of wasting there time and money along with yours.

if you complain to a higher up about how it took 3 times to fix your MacBook maybe they'll extend your coverage or give you some freebies.

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I'd personally try to push them for a replacement - it's unfair to have that many problems caused by Apple. Explain to them that you don't feel confident that the machine is of satisfactory quality after their engineers bodged it up.

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If it's being sent off, it'll be going to an AASP (Apple Authorised Service Provider) and not Apple themselves.

If you can, it's better to take it to an Apple store, 'cause then it'll be dealt with by their own techs.

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It's been taken to the Apple store on regents street every time. They upped the engineering level on the second repair, yet they still caused a problem; it might only be a minor problem, but something like this shouldn't happen, i'm wasting time and money trying to get this fixed.

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i'm wasting time and money trying to get this fixed.

Which is exactly why you should take the issue straight to their supervisor and skip the engineering people completely.

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question i would ask is, did you not inspect the macbook before you left the store?

surely the power button would have been an obvious thing to notice when you check it on collection?

i would have rejected the repair at the point of collection.

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question i would ask is, did you not inspect the macbook before you left the store?

surely the power button would have been an obvious thing to notice when you check it on collection?

i would have rejected the repair at the point of collection.

True, always check the repairs in front of them in order to accept or reject the repair right away

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I did actually check it, for a good few minutes, but didn't pay any attention to the power button; the apple genius turned it on for me, so i never really had to look at the power button.

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Not to mention the Mac Stores around here anyways just have you walk in and wait for no one to ever come to help you. Really annoying, then when they do you ask for a part and they never have it.

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I'm huge Apple fan, still am, but i can't believe how incompetent some of the engineers are.

I sent my old MacBook Pro in for a few repairs, i got the superdrive, battery and keyboard replaced (all under applecare), great! It's nearly 3 years old and just coming out of warranty (27th Oct), so having a few new parts is a huge gain. Anyway, somehow the engineer damaged the backlight for the keyboard, scratched the heck out of the bottom casing and somehow messed up the LCD (pixelated). On top of this, it took 4 weeks to get back. When i realised the new problems, i booked myself back in to talk about the issues. After complaining, they agreed to change the LCD, bottom casing, backlight and do it all in a day! Great, but all of these issues could of been avoided. I'm a student, just starting my new term and NEED this laptop to work on, simple as that. Guess what? Another problem! The engineer this time has damaged the power button; it stills works, but it's half pushed into the casing. Since this machine is coming out of warranty, i can't afford for anything to fail. I've booked myself back in to resolve this issue. I just can't believe how poor the engineers are.

So long as they keep fixing the issues for free then you can do nothing legally.

However, as you are coming out of warrenty, you need to ensure you check and make them aware of the problems straight away, otherwise they could say it it out of warrenty.

Unfortunatly, the only time you are unable to use the governments sale of goods act is if the company you bought the item off came with their own warrenty. This actually is not as good at the government stadard warrenty, which covers any item for up to 6 years and means they HAVE to ensure the item performs the basic function it is suppose to do safely and properly. If they dont sort the problem out for free, then you can demand a free swap or refund.

However, because you had a 3 year warrenty, you cannot use the above BUT because they caused the issues themselves within the warrenty period, it is up to them to sort it completely within a timely fasion. If they dont, you are entitled to demand a refund or simple swap for a new model...

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That is terrible support but I can only say that I have had just as bad support myself. I sent in a Notebook for repair and it came back with the WiFi broken. I sent it back to have that repaired and it came back with half of the case hanging out on the left side. This was not damage due to transit the engineer who worked on the notebook had simply put the top on and allowed components of the notebook to hang out on the left side (he didn't do the screws up all around the base). Instead of sending it in for a 3rd go I just fixed it myself.

This was more than 4 years ago now but seriously I really really would not want to send anything in for repair. In-fact a friend of mine just dropped thousands of pounds on a Mac Pro and it stopped booting after a while so he sent it in to be repaired. When he received it back it was all scratched on one side like they had laid it down on its side on some filthy worktop. Not good at all he had to send it back again to get the case changed and when it arrived back it still had nicks and marks on it just not as bad as the first time.

Most of these problems are just superficial blemishes but to me when you pay thousands of pounds for something and you take pristine care of it for them to treat it like a piece of crap angers me. I bought Apple Care for my current notebook but I'm dreading that I'll ever need to use it.

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That's pretty bad, but...

You really think somebody with an Electrical Engineering degree is touching these machines? They're just hourly workers who repair this stuff, not "engineers."

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You basically point out the MAIN reason why I stick to PC; I can fix all those issues myself, without creating new ones and all on the same day. I also a have long time warranty on most computer parts. Nothing beats building your own machine.

Things like technicians scratching things up, getting a new repair that again takes weeks and crossing fingers that this 2nd technician is more capable would really stress me out. No thanks, Apple makes good products, but your stopry is exactly why I prefer to build and maintain my own machine.

Mind you, I do understand that the story with laptops is different, just pointing out why your issues stop me from buying an Apple desktop computer.

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You basically point out the MAIN reason why I stick to PC; I can fix all those issues myself, without creating new ones and all on the same day. I also a have long time warranty on most computer parts. Nothing beats building your own machine.

Things like technicians scratching things up, getting a new repair that again takes weeks and crossing fingers that this 2nd technician is more capable would really stress me out. No thanks, Apple makes good products, but your stopry is exactly why I prefer to build and maintain my own machine.

Except if you have a laptop like the original poster and myself.

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You basically point out the MAIN reason why I stick to PC; I can fix all those issues myself, without creating new ones and all on the same day. I also a have long time warranty on most computer parts. Nothing beats building your own machine.

Things like technicians scratching things up, getting a new repair that again takes weeks and crossing fingers that this 2nd technician is more capable would really stress me out. No thanks, Apple makes good products, but your stopry is exactly why I prefer to build and maintain my own machine.

Mind you, I do understand that the story with laptops is different, just pointing out why your issues stop me from buying an Apple desktop computer.

Lol yeah, good luck in building your own laptop :p

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Lol yeah, good luck in building your own laptop :p

If you actually read what you quoted, you would have read

"Mind you, I do understand that the story with laptops is different, just pointing out why your issues stop me from buying an Apple desktop computer"

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Except if you have a laptop like the original poster and myself.
Lol yeah, good luck in building your own laptop :p

Still a better chance to manually repair a standard laptop then a mac one his point is still valid :laugh:

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Still a better chance to manually repair a standard laptop then a mac one his point is still valid :laugh:

And what makes you think that?

ifixit.com = Guides to fixing any and everything on a Mac + a full store full of spare parts.

Hard Disk + RAM = User Serviceable.

Battery = Replaced by removing the base.

If anything its easier to fix a Mac notebook yourself just because Apple only sell a handful of models and they are all completely disassembled with full illustrated guides at ifixit to fix anything. With a generic PC laptop your mostly on your own with repairs you wont find a site with guides for repairing one nor a site to get a replacement motherboard, hinge, keyboard etc

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