Apple, you have let me down


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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

figured mac laptops are harder to open although i'm not sure about the newer macs

just checked the newer ones they look the same as normal laptops to open ^_^ i withdraw my previous post

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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...

Those extra warranties will always come with a line saying "this does not affect your statuary rights" - so you can still claim under UK consumer law.

I believe Apple provide at least a 90 day warranty on all repairs, so providing he informs them within that timescale he should be alright.

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Are they trying to make me angry???

So i went down for the 3rd time; the genius was really helpful and said they would have to replace the top case. He looked over my past repairs and understood why i was angry. I asked if there's anyone i could talk to at the store, but he said i would have to phone the customer satisfaction department if i wanted anything out of this, which he encourage me to do.

So i called them today, after spending 15 minutes speaking to someone that couldn't help and then being disconnected, i eventually got through to the right person; after spending another good 10 minutes speaking to them, they couldn't do much! I explained how it's affecting my college work, how i have little faith in the company and that i don't think the computer is at a satisfactory quality. That got nowhere; they need to talk to the apple store first, before they can proceed! Do they like wasting my time or something?!

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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."

HAHA no kidding. They are monkeys with screw drivers.

Just like the Apple "Geniuses". That always makes me laugh.

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Sounds like they rushed the job and made a bit of a mess.

Any work you get done is covered by a 90 day warranty regardless of your Applecare. This will only cover the parts that have been replaced. However if they have damaged something else in the process they should cover it.

Legaly they only have to rectify the issues they have created, but they may agree the replace the machine if you are unhappy, I have seen machines much older than this replaced, for much smaller issues.

Call Customer support around 10am, you have a much better chance of getting through to their Irish call center. If they still can't help, ask for the case to be escalated as you are not happy with the service you have received and the multiple visits you have had to make.

The further up the chain you go, the more info they have. The first people you speak with follow guidelines that they cannot deviate from, much like the guys in the store.

It may be a pain to get through to the upper tiers of support but it's worth it.

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a had a somewhat similar experience when my sister bought a dell studio laptop. when it booted it had some cpu error. i sent it back, was guaranteed it was fixed just to receive it exactly the same way. my sister said eff this i want a mackbook (her bf has one) if this doesn't work after one for try. so to prevent that from happening (i'm her tech support and know very little about them) i told the Dell rep the same thing and pushed him until i got a very upset manager, who then listened to the whole story whether he wanted to or not. he then provided me with his email, i gave him mine and he put a sr. tech on the case and i got DAILY emails on the progress as well as tracking numbers for the shipping. it works this time, but it's a shame i had to be a dick in order to get it right.

you would think a big company like apple or dell would care more on the first try. guess not :(

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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.

For the record, what you described was done by a technician. The engineers at Apple are the designers.

One time at a hotel, the clerk referred to a janitor as some sort of an engineer. I wish I remember what kind of engineer he called the janitor. I don't think I've ever laughed that hard.

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a had a somewhat similar experience when my sister bought a dell studio laptop. when it booted it had some cpu error. i sent it back, was guaranteed it was fixed just to receive it exactly the same way. my sister said eff this i want a mackbook (her bf has one) if this doesn't work after one for try. so to prevent that from happening (i'm her tech support and know very little about them) i told the Dell rep the same thing and pushed him until i got a very upset manager, who then listened to the whole story whether he wanted to or not. he then provided me with his email, i gave him mine and he put a sr. tech on the case and i got DAILY emails on the progress as well as tracking numbers for the shipping. it works this time, but it's a shame i had to be a dick in order to get it right.

you would think a big company like apple or dell would care more on the first try. guess not :(

my gf had a dell business laptop and they had to replace it 5 times (that's after replacing the motherboard 3 times in the first one). Good thing she had the in option where they come to your house to fix it (next day)

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Just got a phone call from the person again...they're giving me a brand new computer! i didn't ask what model, but hopefully it'll be the unibody one :)

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Just got a phone call from the person again...they're giving me a brand new computer! i didn't ask what model, but hopefully it'll be the unibody one :)

Nice. Say your lost love for Apple has been restored :D

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What else do you want them to do? Bundle money with the new computer they're giving you? I mean come on

I want a quality level of service. This shouldn't have happened in the first place. My time is a lot more important than a new computer; i'm behind on my college work, wasted money by having to go in on 3 occasions and calling an expensive hotline. If i was able to see into the future, i would of wanted my laptop fixed right in the first place, instead of spending 6+ weeks trying to sort out the issues + new laptop.

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If they give you a Unibody model I'd say you did pretty well out of this. Sure your time is precious yadda yadda but you got a machine worth over a grand at the end of your current 3 year warranty. Can't beat service like that in my opinion.

I bought a new MacBook Pro unibody to replace my classic MacBook Pro after 3 years of use and dropped over 2 grand on it. So getting one for free is um nice.

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All these horror stories about Best Buy make me reluctant to even walk in anymore! But seriously, they're the only store I know that will take in your PC for repair and practically sell you another one in the process.

"Hey, my PC is acting funny - crashes, slowdowns, etc."

"Well, uh... Have you updated your drivers? Cleaned out your 'temp' files?"

"Yep."

"Oh. Well, uh... How about a printer?"

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Just got a phone call from the person again...they're giving me a brand new computer! i didn't ask what model, but hopefully it'll be the unibody one :)

This is good and it also shows that sometimes taking things "higher up" does work - hopefully this time you won't have to repair it ;)

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