Apple took my money, and has given me nothing in return

[japanime]

My stock (not BTO) black MacBook had to be sent to AppleCare the day I got it, due to the fact that the screen was out of alignment and there were several ugly scratches on the bottom of the case from an assembler's mishandling of a screwdriver.

I was told by AppleCare that I would receive a replacement machine within one week.

Now, 10 days later, I still have not received the replacement machine. I called AppleCare (again) yesterday, and was told that my replacement machine had not yet been shipped from China. Nor could they tell me when it will be shipped (though they invited me to call "sometime next week" to see if there is anything new to report.)

This infuriates me. Three of my friends placed orders for black MacBooks a couple of days after I ordered mine, and they've already received theirs. Also, the two Apple Stores in Tokyo regularly receive new shipments of the black MacBooks, usually within a day after they are sold out.

I know what is going on here. Apple got my money, so they aren't concerned about me. They are, however, concerned about letting their Apple Store stocks run dry, lest somebody walk into the store, find the machines out of stock, and decide to go somewhere else and purchase a non-Apple computer.

I've owned more than a dozen Macintosh computers over the past 10 years. Yet Apple is treating me like garbage.

My question: Why should I be punished because Apple sold me a dud machine?

My advice to those thinking about buying a MacBook--WAIT! If you end up with a dud, you'll not only be out nearly a couple of grand, you'll be of little concern to Apple.

[PlaceofDis]

sorry to hear about your troubles. best bet would be to get back on with applecare and go as high up in the chain as you can and get a machine shipped to you asap with overnight shipping at their expense. they shouldn't be taking this long. good luck.

[wickedG35]

I feel your pain (I went through the same thing w/ Apple), however, every company (not just Apple) does the same thing. Any company's number one goal is sales/revenue. They'll go to any means (usually, powerful marketing techniques) to sell you their product. After the purchase, they'll look for the next person to buy their product and put you out of focus. I admit, Apple's powerful marketing skills made me buy and iPod (even though I had a fully functional panasonic sv-sd80), which led to a MacBook Pro a couple of months later while I was in the market for a new laptop. ;)

[Benjamindaines]

Sorry to hear about that :( just be glad you aren't dealing with DELL support (or rather lack of support)

As PlaceofDis said ask for a supervisor and your issue will be sorted out :)

[PatrickF]

You did pay by credit card right? If so get on the phone to Apple Care and inform them that if they don't start taking an interest then you'll inform your credit card company that they should issue a charge back. In the UK you have the right to refuse payment to credit card companies if the goods you paid for haven't materialised. Not sure about laws over in Japan, but this might be food for thought.

[berkleeboy210]

I remember one time with an iMac i had a problem, and before they would ship out the replacement they needed confirmation that FedEx had picked up the damaged one. Once I gave them that info it shipped within 24hrs after that.

[japanime]

Thanks, everyone, for the feedback so far.

A question, and a couple of comments:

First, does anyone know how "high" AppleCare support goes? Thus far, I've been able to speak to a person who answers the calls (and in Japan, it's ALWAYS the same person!), as well as a person whom identified himself as that person's supervisor.

I did tell them I would file a chargeback, and they actually encourged me to do so! They said, file the chargeback and go buy a new machine. Weird. Problem is, in Japan, filing a chargeback is not a great thing to do, and the credit card companies will cancel your card if you file too many of them (usually, more than one or two).

As far as confirming that I've returned the machine, they were able to confirm that last Monday. In fact, AppleCare uses its own courier service in Japan, and AppleCare does all of the paperwork.

This is extremely frustrating. I had actually purchased this MacBook for my wife (a Windows devotee) in an attempt to convert her to the Mac side. As you can all imagine, the conversion hasn't gone so well...

[PatrickF]

I did tell them I would file a chargeback, and they actually encourged me to do so! They said, file the chargeback and go buy a new machine. Weird. Problem is, in Japan, filing a chargeback is not a great thing to do, and the credit card companies will cancel your card if you file too many of them (usually, more than one or two).
That sounds harsh! The whole point of being able to do this is to protect the consumer.

Sounds like you just need to keep pestering Apple. Don't let them give you the run-around. Don't think they'll call you back when they say they will. Just keep calling them and hopefully they'll get fed up.

[Benjamindaines]

Thanks, everyone, for the feedback so far.

A question, and a couple of comments:

First, does anyone know how "high" AppleCare support goes? Thus far, I've been able to speak to a person who answers the calls (and in Japan, it's ALWAYS the same person!), as well as a person whom identified himself as that person's supervisor.

I did tell them I would file a chargeback, and they actually encourged me to do so! They said, file the chargeback and go buy a new machine. Weird. Problem is, in Japan, filing a chargeback is not a great thing to do, and the credit card companies will cancel your card if you file too many of them (usually, more than one or two).

As far as confirming that I've returned the machine, they were able to confirm that last Monday. In fact, AppleCare uses its own courier service in Japan, and AppleCare does all of the paperwork.

This is extremely frustrating. I had actually purchased this MacBook for my wife (a Windows devotee) in an attempt to convert her to the Mac side. As you can all imagine, the conversion hasn't gone so well...
Eh... do the American thing and sue em! :p I'm kidding of course

[Nar1117]

Well im sorry to hear about your troubles, but it helps to be a bit more understanding. First of all, you gave them your money, they didnt take it.

Now, for what ever reason, Apple hasnt sent a new Macbook to you. These things take a while, theres probably just a hiccup in the system or something. I say to give it another 5-7 days before you file a charge-back.

[MS bulldog]

who cares if they cancel your cc? its not like there aren't a million others to sign up for...plus they might just be doing you a favor. credit cards are evil in disguise for most consumers.

[jessica.]

I've owned more than a dozen Macintosh computers over the past 10 years. Yet Apple is treating me like garbage.

My question: Why should I be punished because Apple sold me a dud machine?

My advice to those thinking about buying a MacBook--WAIT! If you end up with a dud, you'll not only be out nearly a couple of grand, you'll be of little concern to Apple.

1. I'll bet that after 50 years of being an Apple owner they will treat you the same way they treat a new customer. It doesn't matter to them. This holds true for many companies.

2. You're not being punished. Such is life my friend. You pay for something and it breaks, the simple fact that they're willing to give you a replacement speaks wonders for their customer service. (which I know they lack, so does every other company) I'll also venture to guess you're not exactly nice to them on the phone. Based on your assumption that you're being punished and you think that being a 10-year customer should get you somewhere speaks to how you probably talk to the people who probably can't really help you anyway. It sucks for you man, I totally feel for you...but still, that doesn't bring your macbook back.

3. Wait is right. You buy a Rev A you are paying Apple to be their beta tester. After owning 10 years of Apple products I would think you would know this. I've owned an Apple for <2 years and I know this...they probably even have it in their manual.

My advice:
I would get on the phone and be nicer than you've ever been. Ask to speak to a manager. When someone gets on the phone tell them what's up. If they say no manager is available you call and call and call until you get someone to give you to a manager. If you call and ask for a manager and someone says "I'm the manager. Kindly ask for another manager because I assure you, the manager isn't answering the phones and it is some moron on the other end thinking they will get away with it. From there, ask them to overnight you the replacement. You won't get it until after the holiday, but at least you'll know it is on the way.

The nicer you are the more you will get.

[japanime]

who cares if they cancel your cc? its not like there aren't a million others to sign up for...plus they might just be doing you a favor. credit cards are evil in disguise for most consumers.

In Japan, it's different. Credit cards are simply debit cards. You charge something, and then you have one month (or sometimes, two months) to pay it back.

If you're canceled, it's tough to get a new one.

[japanime]

2. You're not being punished. Such is life my friend. You pay for something and it breaks, the simple fact that they're willing to give you a replacement speaks wonders for their customer service.

It didn't break. It was already broken, in the factory. I opened the box and found it damaged. If I had opened the box at the store, I could have simply left it on the counter and asked for a new one. The fact that I exercised some patience and waited until I got home to open it has resulted in this mess.

I'll also venture to guess you're not exactly nice to them on the phone. Based on your assumption that you're being punished and you think that being a 10-year customer should get you somewhere speaks to how you probably talk to the people who probably can't really help you anyway. It sucks for you man, I totally feel for you...but still, that doesn't bring your macbook back.

Hah! You are so, so wrong, Jessica. In fact, you couldn't be further from the truth. I have been EXTREMELY nice (firm, but nice) with them every step of the way. In fact, I always end my conversations with the remark, "I realize that you weren't the one who built the machine, and therefore it isn't your fault that I received a damaged machine, so I don't blame you personally. I'm just trying to get this matter resolved."

Can I be any nicer than that?

3. Wait is right. You buy a Rev A you are paying Apple to be their beta tester. After owning 10 years of Apple products I would think you would know this. I've owned an Apple for <2 years and I know this...they probably even have it in their manual.

There is something in the manual that if I buy a revision A machine, I should expect to be a beta tester? Surely you are being sarcastic now.

My advice:
I would get on the phone and be nicer than you've ever been. Ask to speak to a manager. When someone gets on the phone tell them what's up. If they say no manager is available you call and call and call until you get someone to give you to a manager. If you call and ask for a manager and someone says "I'm the manager. Kindly ask for another manager because I assure you, the manager isn't answering the phones and it is some moron on the other end thinking they will get away with it. From there, ask them to overnight you the replacement. You won't get it until after the holiday, but at least you'll know it is on the way.

The nicer you are the more you will get.

Yeah, great advice. Be nicer than I've been. Of course, your advice is based on your faulty presumption that I have been rude to AppleCare. Which, as I have explained, I haven't been.

[kevin.rivers]

japanime: are you doing this in japanese or in english? (customer service)

This makes a difference, because knowing japanese it is almost impossible to not be nice when speaking with someone, especially considering chances are they are being nice to you. That would blow Jessica's theory right out of the water and I will back you up.

Anyhow, I would just try to keep on them. I have had some long replacement waits with Apple. I would call many times a day. Eventually I would get that awesome person who bends over backwards for me and gets it out to me post haste. Good luck to you and 'be nice' :rolleyes:

[yah00z]

Do what I did when apple didn't help me out. I emailed the infamous, Steve Jobs. Two days later I recieved a call from executive relations office and a replacement laptop was on it's way.

[japanime]

japanime: are you doing this in japanese or in english? (customer service)

This makes a difference, because knowing japanese it is almost impossible to not be nice when speaking with someone, especially considering chances are they are being nice to you. That would blow Jessica's theory right out of the water and I will back you up.

Anyhow, I would just try to keep on them. I have had some long replacement waits with Apple. I would call many times a day. Eventually I would get that awesome person who bends over backwards for me and gets it out to me post haste. Good luck to you and 'be nice' :rolleyes:

Kevin...

I've spoken to reps in both Japanese and English. And you are correct--it's hard to sound rude in Japanese. (Though, actually, it can be done!)

But I always approach customer-service folks very politely. I realize it's not their problem that I'm having trouble with whatever it might be that I'm having trouble with. They are simply employees, and deserve the same sort of respect that I expect them to show me.

It's the policy that I'm upset with...

[japanime]

Do what I did when apple didn't help me out. I emailed the infamous, Steve Jobs. Two days later I recieved a call from executive relations office and a replacement laptop was on it's way.

Unfortunately, I don't have Steve's personal email address!

I'm considering writing a letter to Cupertino once this is all sorted out. But in the meantime, I simply want the MacBook that I paid for. :(

[jessica.]

Yes the beta test thing was total sarcasam. I laughed while I typed it...I loved what good fun it was.

The rest was me offering help. You took it as a slam, that's totally awesome and fine, but it was just help. When you post your personal issues on message boards and leave out minor details all one can do is assume. You assume Apple is punishing you, I assumed you were being rude on the phone. It was an honest assumption on my part, that's all. If you don't want to take the advice then don't. I wasn't planning on following up on it. I mean, it's not like I was being rude, it is impossible to speak english and sound rude...just as it's impossible to speak japanese and sound rude...right?

Sorry that we misunderstood each other.

[ibooksux]

here you go bud. stay genki. be nice and he'll work it right out for you. did for me.

sjobs@apple.com

[technicolor]

You couldnt just return the machine, and rebuy a new one? Why send it to Applecare on the first day of buying it?:confused:

[JLatte]

Hah! You are so, so wrong, Jessica. In fact, you couldn't be further from the truth. I have been EXTREMELY nice (firm, but nice) with them every step of the way. In fact, I always end my conversations with the remark, "I realize that you weren't the one who built the machine, and therefore it isn't your fault that I received a damaged machine, so I don't blame you personally. I'm just trying to get this matter resolved."


Actually, sad to say but a lot of places when they realize in the call center that you're a NICE customer and you're going to stay nice and you understand... those get put off to be handled last.

In this situation, I would be firm but nice, but by now I would have been raising all hell. If they realize that you're seriously pissed, they might take off that note that says you're nice, and he can wait. Yes, I know this is annoying, but sadly in many customer service situations, the squeaky wheel DOES get the grease first.

On the contrary, in a restaurant situation, the squeaky wheel gets their food shat in first.

[JMG]

Apple got my money, so they aren't concerned about me. They are, however, concerned about letting their Apple Store stocks run dry, lest somebody walk into the store, find the machines out of stock, and decide to go somewhere else and purchase a non-Apple computer.

Yeah, I don't see how hard it would be for the store you bought it at to just switch it out... or at least apple just give you a voucher to just pick up a brand new one at your nearest store. All that store would need to do is redeem that voucher with apple to have them ship out a replacement for the store's stock. WHat's the big deal?!

The same thing happened to me when I bought my ipod. It was delayed 2 weeks even though I ordered it the day it was released and ended up seeing people just walk in and buy it at the store before mine even left china.

[JMG]

3. Wait is right. You buy a Rev A you are paying Apple to be their beta tester. After owning 10 years of Apple products I would think you would know this. I've owned an Apple for <2 years and I know this...they probably even have it in their manual.


why can't apple just hire beta testers? How can a consumer find problems the same day they bought it? How can apple let that happen?! Is it all about money?

[MACDRIVE]

Let me ask you this: are you still in possession of the machine? Because if you are not, then you should definitely cancel payment. :cool:

[japanime]

Let me ask you this: are you still in possession of the machine? Because if you are not, then you should definitely cancel payment. :cool:

I wish I was. But no, I sent it in to AppleCare, as they requested. (They said, "Send it to us, and we will then replace it within a week.")

When I first brought the machine to the Apple Store in Ginza, and was told by the Genius that there was nothing they could do for me right there, I almost felt like leaving the thing on the counter and simply walking out. I figured they would then probably chase me down and try to make things right. But to do that wouldn't have been very Japanese of me (it would have made the Apple Store Genius lose face), so I played nice and simply packed up my MacBook and left the store.

I've already lost the war, though. My wife told me tonight that she never, ever wants me to buy her an Apple computer, and that she's sticking with Windows. Which means every time her computer gets a virus or suffers another hard-disk crash (three times already in the past 12 months), I'm the one who has to fix it. That's why I wanted her to get to know and love Macintosh.

I'll continue to use (and love) Macintosh computers, but I certainly have lost all respect for the way Apple Japan treats its customers.

[WinterMute]

I've already lost the war, though. My wife told me tonight that she never, ever wants me to buy her an Apple computer, and that she's sticking with Windows. Which means every time her computer gets a virus or suffers another hard-disk crash (three times already in the past 12 months), I'm the one who has to fix it. That's why I wanted her to get to know and love Macintosh.

I'll continue to use (and love) Macintosh computers, but I certainly have lost all respect for the way Apple Japan treats its customers.

Answer to that is simple, don't fix it, when it crashes beyond her capacity to fix it, simply smile from behind the non-crashing MacBook you are (hopefully by then) using...!

Worked a charm here, although the offending PC belonged to my father-in-law, still, we're an all Apple family now.

On the customer service note, I've always thought that Apple work harder than most companies to be nice to their customers, it may take a little time, but they will usually come through.

Try not to let it spoil your enjoyment of the machine when it does arrive.

[sushi]

In Japan, it's different. Credit cards are simply debit cards. You charge something, and then you have one month (or sometimes, two months) to pay it back.
This doesn't sound right.

My wife is asleep so I will have to ask her tomorrow to be sure. But Japan has credit cards just like anywhere else. They charge a high interest (delayed payment/penalty interest) rate as well.

However, most stores allow you to break the payment down over a period of months. For expensive items, this can be up to 6 months. For example, if I purchase a TV, I could have 6 equal payments with a small interest rate charged.

Anyhow, are you from the US? If so, why not get a US issued card. They (AMEX, Visa, Mastercard, etc.) work fine in Japan.

My wife probably thinks unfortunately at the Apple store in the Ginza since they tend to drain my card a bit. ;)

Using a US card in Japan you cannot get cash advances at all places and you cannot break the payment down. Of course you can always make minimum payments on your card and get charge a huge amount of interest! :eek:

As for getting two charge backs/credited amount to your charge card, I do it all the time and have never had a problem. In fact, I just did it on a 4GB SD card. I was not sure of my camera model number and so the salesman said give it a try and if it doesn't work, we'll refund your money. Well it didn't work, so I returned it and got a 2GB card. No problems at all with the charge back to my US card.

[navigator]

But to do that wouldn't have been very Japanese of me (it would have made the Apple Store Genius lose face),

That's so cute :D
Its fun to read about these cultural differences, keep the stories coming!

[sushi]

I wish I was. But no, I sent it in to AppleCare, as they requested. (They said, "Send it to us, and we will then replace it within a week.")
That sux!

I've already lost the war, though. My wife told me tonight that she never, ever wants me to buy her an Apple computer, and that she's sticking with Windows. Which means every time her computer gets a virus or suffers another hard-disk crash (three times already in the past 12 months), I'm the one who has to fix it. That's why I wanted her to get to know and love Macintosh.
Naw, the war is not over. Maybe you lost a battle, but don't give up the ship.

As WinderMute said, wait until it crashes then don't fix it. Just keep happily using your Mac! :D

[japanime]

This doesn't sound right.

My wife is asleep so I will have to ask her tomorrow to be sure. But Japan has credit cards just like anywhere else. They charge a high interest (delayed payment/penalty interest) rate as well.

However, most stores allow you to break the payment down over a period of months. For expensive items, this can be up to 6 months. For example, if I purchase a TV, I could have 6 equal payments with a small interest rate charged.

Anyhow, are you from the US? If so, why not get a US issued card. They (AMEX, Visa, Mastercard, etc.) work fine in Japan.

My wife probably thinks unfortunately at the Apple store in the Ginza since they tend to drain my card a bit. ;)

Using a US card in Japan you cannot get cash advances at all places and you cannot break the payment down. Of course you can always make minimum payments on your card and get charge a huge amount of interest! :eek:

As for getting two charge backs/credited amount to your charge card, I do it all the time and have never had a problem. In fact, I just did it on a 4GB SD card. I was not sure of my camera model number and so the salesman said give it a try and if it doesn't work, we'll refund your money. Well it didn't work, so I returned it and got a 2GB card. No problems at all with the charge back to my US card.

I think we're defining "chargeback" in different ways. What I'm talking about is contacting the credit card company and disputing a charge. I think you're referring to simply asking for/demanding a credit. The credit card companies view credit requests and chargeback requests differently. Credit requests are usually honored by the retailers. Chargebacks are done without consultation of the retailers (and leave the retailers high and dry--they don't get a cent, nor do they get their merchandise back.)

In any case, I'm too nice too file a chargeback against a retailer who sold me a bad Apple. It wasn't their fault the thing was a dud when it left the factory. I'll just have to be a bit more patient and let Apple resolve this problem.

Again, though, thanks to everyone for their advice. I'll report back here with the outcome (when that day finally comes--hopefully soon!).

[japanime]

So, I'm still waiting here for the replacement. Almost two weeks to the day I bought the machine and discovered it scratched up and misaligned right out of the box.

Called AppleCare today, and they told me that a supervisor would call back.

A few minutes later, the supervisor called and said that I would have to call him back if I wanted to talk about this issue--that he couldn't be calling me (despite the fact that he just did call me).

This is not only the worst experience I've ever had with AppleCare, it's just about the worst experience I've ever had with any "customer-service" department.

[PatrickF]

Called AppleCare today, and they told me that a supervisor would call back.
Yeah I know those "someone will call you back" jobs very well. Happens about 1% of the time if you're lucky.

A few minutes later, the supervisor called and said that I would have to call him back if I wanted to talk about this issue--that he couldn't be calling me (despite the fact that he just did call me).
That is simply unacceptable behaviour of ANY company. I know a lot of call centre staff don't have the ability to dial out, however, supervisors should not (and in this case obviously don't) be restricted by this.

I would play hardball after this. Sure you've been nice to them, sure it can take a while to resolve an annoying issue but it's been two weeks and all you've received from them is this cheek?

Just call them up and demand that they send you a new notebook or an immediate refund. If they don't play along then just threaten legal action and tell them you'll file for a chargeback on your credit card. Credit card companies fine huge amounts to companies where they have issue a lot of chargebacks. Also a friend of mine has had good success playing the legal action card against Apple.

There should be no reason for any company to act like this. Oddly reminds me of BT in the UK where I got a call from them and then passed from department to department without the original caller telling each person he transferred me what was going on, so everytime the people were like "What can we do for you?" ... "Erm... I don't know - you called me, shouldn't you be telling me?"

[lonepilgrim]

Apple took my money, and has given me nothing in return

Interestingly, Apple gave me a MacBook Pro but didn't take my money.

[jacobj]

I feel your pain (I went through the same thing w/ Apple), however, every company (not just Apple) does the same thing. Any company's number one goal is sales/revenue. They'll go to any means (usually, powerful marketing techniques) to sell you their product. After the purchase, they'll look for the next person to buy their product and put you out of focus. I admit, Apple's powerful marketing skills made me buy and iPod (even though I had a fully functional panasonic sv-sd80), which led to a MacBook Pro a couple of months later while I was in the market for a new laptop. ;)

There is another coporate philosophy that says that a company's reputation is its most valuable asset. In the case of Apple their reputation allowed them to survive incredibly difficult periods because of a loyal base of customers that really should not have risked buying a machine from a company that may have gone bust at any moment.

These incidents are always going to occur, but if they become too prevalent then the company's reputation is at risk.

[The Man]

Kevin...

I've spoken to reps in both Japanese and English. And you are correct--it's hard to sound rude in Japanese. (Though, actually, it can be done!)

But I always approach customer-service folks very politely. I realize it's not their problem that I'm having trouble with whatever it might be that I'm having trouble with. They are simply employees, and deserve the same sort of respect that I expect them to show me.

It's the policy that I'm upset with...

Of course, you should treat anyone with respect in the first place. But if they don't show you the respect you deserve, meaning a quick computer turnaround, they should be humble and apologize to you. At one point, you have valid reason to be upset and you should show that in a decent way. It doesn't mean you should go mad, but it does mean that you should state in a very firm tone why you are upset. State that you have always regarded Apple highly and never had any problem before, but because of this, you are changing your mind. Or you can exaggerate a bit, say that you depend on this computer for your job, and that their conduct has caused you a lot of trouble with your boss, and such.

I now read that you bought it at an Apple Store. If so, they should have helped you out without any objection on their part. You should have shown that you felt you were treated with disrespect because you are a loyal customer. If within 10 days of purchase you find anything wrong, you should be able to exchange it via the store you brought it from - assuming that they also have a 10 days policy there. After that, yes, AppleCare takes over, as it's about the warranty, and service might take longer.

[DeVizardofOZ]

Apple has to work on quality...
Just talked to a couple of people here in Beijing.
One has a 17" PB and will have the 5th (FIFTH) screen change! Others have all the issues described in diverse forums here. When NOT ALL have problems it simply means that QUALITY CONTROL on a manufacturer level stinks big time. It is APPLE's responsibility to fix this quick otherwise they lose customer confidence, and that is harder to fix than hardware quality....

To release a product with faulty hardware- parts, heat issues, etc. means screwing the customer. That has actually been the style of Microsoft where millions of paying customers had to do the R&D after paying good money. and spend millions of man hours to get faulty software working... THAT cannot be the style of APPLE CORP. Especially not when challenging WIN based users to switch to OSX and APPLE hardware.

I am an advocate for a class action lawsuit against corporations who sell junk or unfisnished products, i.e. by Windows application users sueing MS for compensation of at least 5 to 10 man hours per year per customer. In addtition I vote for sueing Microsoft for spying on customers by transmitting information from personal equipment to MS on a continuous basis with their knowledge. And if APPLE Corp./Steve Jobs do not get their act together show them, that if their take our money, they must give us aworking faultless product.

:D

[japanime]

Issue resolved!

I finally got fed up with the way the moron who answers ALL the English-language calls to AppleCare Japan was handing my situation. (For the record, his name is Mr. Nakajima. If you ever call AppleCare Japan and get him on the line, either ask for a supervisor or hang up. He's worthless.)

Anyway, I demanded that he put somebody in charge on the phone. I finally got a true professional, somebody who told me that the way my situation was being handled was totally wrong. He apologized, and told me to go to the Apple Store in Ginza, where a replacement machine would be waiting for me. On top of that, he offered me 2 gigs of RAM free of charge (sent to me from the Apple Japan online store).

So, not only did I get my replacement machine (including the stock 512KB of RAM), I got two 1GB sticks free of charge.

I'm still not happy about how this whole thing played itself out, but the issue at least has been resolved.

(Oh, and yes, my new Macbook makes the mooing sound. I'm hoping that will be fixed in a software update...)

[PeterKG]

The mooing sound was fixed already with the last firware update. So install it and the cow will be gone.

[kevin.rivers]

Good for you. Glad it was taken care of. Yeah it was a messed up situation, but that 2GB of RAM should make you forget it even happened.

Cheers

[japanime]

Just want to thank everyone for their show of support here.

Cheers!

[japanime]

The mooing sound was fixed already with the last firware update. So install it and the cow will be gone.

Unfortunately, the firmware update to which you refer was for the MacBook Pro, not the MacBook.