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StarbucksSam
Nov 22, 2005, 06:27 PM
Hey everyone. I don't post about my Mac problems much because I rarely have them, but I think this one is worth the read.

May 2005 - Bought a 12" PB G4 stock model. (1.5 G4, 60GB, Combo, 512)

Late May 2005 - Hard drive failed. Replaced at Apple Authorized Local Service Provider.

June 2005 - Bought AppleCare Protection Plan for Powerbook.

October 2005 - Suddenly, one day, I notice that there is an "inverted dent" (tumor) near the CD drive on the right side of the PowerBook. I know there was no way I caused this - I keep it in a case and treat it like my child. Actually, I don't like children, so I treat it better than I'd treat my child. :p I took it to the local service provider and they gave me a lot of crap. How quickly they forgot that I bought my grandfather's computer from their little local store instead of saving money elsewhere because I wanted to help the little guy.

Anyway, I called Apple, spent an hour and six minutes of my life talking to three people, used two guilt trips, and they agreed to have the local place replace the bottom case for me. It took six days, but it was done.

Later that month, the same issue recurred in TWO places. One tumor was the same bulbous shape in the power port and there was a more sharply shaped one on the screen side of the back left corner. Needless to say, I called back the service center that had helped me before (they were very reluctant to do so) and they basically told me everything short of "Go **** yourself." I called Apple and spent an hour and two minutes, a crazy FOUR MINUTE gain on my old record timing, and they agreed to deal with it a second time (they had me send it to them), citing that the service provider could have made a mistake in the repair.

I received it fixed five days later, and the bottom case was not lined up when they replaced it! I called again, this time getting my work done in a whopping 28 minutes. I also mentioned to the Apple rep that my battery had never been lined up with the bottom case, and I thought this could be causing some of the problem. He told me that this time, they'd replace not only the bottom case, but also my battery.

The PowerBook should have been delivered this past Friday, but because DHL is so effing incompetent, it didn't get here until today. I immediately inspected the case, and it looked like it had been fused back together with some kind of melting device. It looked like crap. Then, I checked whether the battery lined up, to see if it was new or not. Of course, it was not. So I looked at the paper and saw that the service performed was "016-0001 REALIGN: Adjustment Performed". This was NOT what had been agreed to.

Irate as a Democrat on Election Day 2000, I called Apple up and nicely gave them hell. I told them my whole story, and I demanded a replacement. I figured "Okay, make outrageous demand, and they'll give you SOMETHING for your troubles." BUT NO. I actually was handed over to a product specialist who agreed with me and guess what...

A happy ending. I am getting my 1.5 G4 Combo 60GB replaced with a BRAND NEW 1.5 G4 Superdrive 80GB! It's going to take about a week or so because Thanksgiving cuts into the business week, but happily, I will be getting what I think I do deserve after three repairs for the same thing. I do hope you see that my situation did warrant some kind of remedial action and that I am not flamed for "getting something for nothing" because I most certainly have put up with my fair share of Apple screw-ups in the thirteen years I've been using their products. Anyway, I am very happy. Wanted to share this experience so if there are any of you in the same situation, you know there is hope, and so those of you who have had a similar experience could share.

mizzi
Nov 22, 2005, 06:30 PM
i'm sorry. you need a hug...

best of luck, man.

skunk
Nov 22, 2005, 06:33 PM
Anyway, I am very happy. Wanted to share this experience so if there are any of you in the same situation, you know there is hope, and so those of you who have had a similar experience could share.Aaahh! I do so like a happy ending! Congratulations. I went through something similar with my very first Mac, a 7100/66, and eventually got a 7100/80 as a replacement. Sure feels good when it happens.

MattG
Nov 22, 2005, 06:35 PM
Awesome!!

This is sort of similar to what happened to me once...I had to have mine serviced three times before they finally did it, but they did replace it (and this was a year after I bought it, so it had undergone at least one revision since).

nichos
Nov 22, 2005, 06:57 PM
It worked out in the end, but sucks you had to go through all that crap. Bad service from apple costed them in the long run. They'll have to take your laptop back, refurb it (maybe) and sell it as used, and of course, they lost on giving you a new laptop. If they had've done it right the first time, they'd be better off. When will companies learn, w/good service, everyone wins. Of course, you may have just had bad luck - the one time i called apple, all went well:)

StarbucksSam
Nov 22, 2005, 07:07 PM
It worked out in the end, but sucks you had to go through all that crap. Bad service from apple costed them in the long run. They'll have to take your laptop back, refurb it (maybe) and sell it as used, and of course, they lost on giving you a new laptop. If they had've done it right the first time, they'd be better off. When will companies learn, w/good service, everyone wins. Of course, you may have just had bad luck - the one time i called apple, all went well:)

Thanks for your input on that. I really like the point you made about measure twice cut once kind of stuff. My Dad always talks about how good service was in "the old days". I wonder if it really was that much better.

And to everyone else, thanks for your congrats. Btw, is this considered Rev. E (the current 12er) or Rev. D? I had a Rev. D but I'm not sure if the small bump gave it a new rev.

reberto
Nov 22, 2005, 07:23 PM
i'm sorry. you need a hug...

best of luck, man.
his powerbook could use one too :p

VanMac
Nov 22, 2005, 07:30 PM
Congrats on getting things worked out :)

Try not to drop it this time ;)

deanwaterman
Nov 22, 2005, 07:59 PM
Thanks for the good read

nichos
Nov 22, 2005, 09:03 PM
Thanks for your input on that. I really like the point you made about measure twice cut once kind of stuff. My Dad always talks about how good service was in "the old days". I wonder if it really was that much better.

Yeah, my dad too:) One thing I have noticed was that the better the company pays/treats the employees, the better service the customer gets. This is a generalization of course, but for the most part true. employees get the "why should I care" disgruntled attitued at crapier companies, whereas at a good company, the employee might feel guilty:) A good example of this is go to your "premier" (probably more expensive) grocery store in your area, then go to say wal-mart, or another low-end grocery store, and pay attention the service you get. You get what you pay for.

generik
Nov 22, 2005, 10:00 PM
Yeah, my dad too:) One thing I have noticed was that the better the company pays/treats the employees, the better service the customer gets. This is a generalization of course, but for the most part true. employees get the "why should I care" disgruntled attitued at crapier companies, whereas at a good company, the employee might feel guilty:) A good example of this is go to your "premier" (probably more expensive) grocery store in your area, then go to say wal-mart, or another low-end grocery store, and pay attention the service you get. You get what you pay for.

I've always wanted to work in Apple when I grow up :p

ITASOR
Nov 22, 2005, 10:10 PM
You should have asked for an iBook + Money back instead. No more warping/buldging/gross dents/tumors.

Counterfit
Nov 22, 2005, 10:20 PM
Yeah, my dad too:) One thing I have noticed was that the better the company pays/treats the employees, the better service the customer gets. This is a generalization of course, but for the most part true. employees get the "why should I care" disgruntled attitued at crapier companies, whereas at a good company, the employee might feel guilty:) A good example of this is go to your "premier" (probably more expensive) grocery store in your area, then go to say wal-mart, or another low-end grocery store, and pay attention the service you get. You get what you pay for.
Weird thing. It's inverted in my area. I work for a small local grocery chain (just opened a 7th store, all are in R.I. Still owned by the founder). I get paid less than I would at Stop & Shop, because they're unionized, and we're not (among other reasons). But every time I go into a S&S, I'm always amazed at how crappy the service is, and constantly say to myself "They wouldn't last a month at *my store*" So "you get what you pay for" isn't always true. Of course, our prices are sometimes better than theirs :p

generik
Nov 22, 2005, 11:31 PM
Well pardon me for saying, but my suggestion to you is to quit being so anal anymore.

I've stopped associated "Apple" with "Quality" after this round, instead prior any purchase I just continuously remind myself that I'm about to spend twice as much on the same chinese quality as with everywhere else, and consider my purchase decision based on that.

If it is good, winner! If it sucks, off onto ebay. Since I buy on edu pricing it is not too bad, definitely beats dealing with Apple's support centre in India.

Chrispy
Nov 23, 2005, 01:44 AM
I always glance at these threads like and say "no way I'm reading all that" and then I read the first part... and I keep reading haha. I always hope for a happy ending becuase I start to feel angry towards the end that someone is being treated so badly by customer service. Then, the happy ending :) I always end up reading them through for the happy ending. I'm very glad you are getting a new PowerBook :D And an upgrade at that :eek:

Gokhan
Nov 23, 2005, 12:04 PM
wow you guys get a lot of help in the uk after so much crap with buying a new pb and a ibook both returned for repairs and a rebate issues spending 15 phone calls and 2 weeks of my time !! i got nothing but a sorry i even hinted that i wanted a goodwill gesture but again nothing so what they lose my business brought my self a dell hahahaha no osx though but i got a ti thats doing fine touch wood !!!

jung_offender
Nov 23, 2005, 04:10 PM
I can only assume that you are not based in the UK. Apple service over here is hardly commendable. I've had a similar sort of warranty claim and have waited almost 2 months for the bottom case on my 12" PB to be replaced and a faulty drive replaced only to have them have to send it back to replace the screen that they damaged in the process. As it is the hex head screws that hold it all together must have been put on and taken off so often that they stripped the head.

Idiots.

Don't get me started on my iPod warranty claim.

SummerBreeze
Nov 23, 2005, 04:33 PM
I'm glad that they gave you a new PowerBook, I would get so angry if my baby started getting tumors, that would be so sad.

Gokhan
Nov 23, 2005, 07:32 PM
yeah i guess there are not many uk people buying thats why we get treated rubbish but this will further diminish numbers !!