Why did I give Apple $350 for this repair again?

[livingfortoday]

I have a question for ya'll. Actually, let me give you some background info first.

I got a used Powerbook Al from my dad (it's in my sig) a few months ago, the only problem with it was that it wouldn't charge when it was plugged in. It could boot from the battery, and worked fine, but there was no way to recharge the battery or run the computer from just the outlet. So I took out the DC-In board and replaced it with a new one, and that didn't fix the problem.

So I took it to Apple.

The Genius at the Genius bar told me that since I had done the work, and not a certified tech, I had probably done something wrong in the install, and he would replace the DC-In board. They would not do anything else until he had done that. Ok, fine, I said, go for it. A few days later I get a call saying that it wasn't the DC-In board, but it's probably the logic board. I didn't say "I told you so", because I'm a gentleman. So I give the OK for them to send it in to be serviced. I'm told the turnaround will be a few days at most.

Checking online, I see that Apple gets the Powerbook and repairs it the same day. The next day it's "pending shipping" or something like that (I forget the specific word). It stays like that for a week. So I call AppleCare. It takes 50 minutes for a rep to pick up and tell me that it'll be ready when it's ready, and I should just check the online site. I call again later, since that first answer kinda pissed me off, and the rep tells me (after another 50 minute wait) that it apparently failed the final testing (bad logic board), and is waiting for a new part which no one has yet ordered. So it's been sitting a week now, collecting dust. She puts through the order, and I get my Powerbook a week and a half later.

Only now, there's new problems. The screen flickers all the time, the fans grind and make weird noises, the ambient light sensor randomly dims and brightens the screen on a whim. So I call Apple, and they send out a box, and I send it back again.

At this point the computer has been out of my hands for about 40 days. About a week after receiving the laptop (it had been waiting for parts (another new logic board), according to the online tracking), it gets sent back to me. Only Apple forgets (for some damn reason) to put my apartment number on the package, so DHL messes up delivery two days in a row. I call them, get it sorted out, and they screw up badly again and I end up taking the bus to get it from them tonight.

So I turn it on. Everything seems fine. There's weird black grease on the top case, but whatever, I wipe it off, it's cool. It works, though. No flickering, no weird noises. Apple had apparently again replaced the logic board and the "Thermal Module Assy". Okay. So I'm sitting, working on a project that's due tomorrow, when all of a sudden it just turns itself off. It won't boot up or anything again. When I plug it in, it doesn't charge the battery. So I'm guessing the logic board is dead again, which makes it what, the fourth replacement one down? Fifth total.

At this point, what should I do? Seriously. I'm going to call AppleCare tomorrow, and tell them this happened, but I can't possibly deal with all this again. It's so damn messed up that they can't get this repair right. Do they just hire monkeys down in Houston to beat at the computers with wrenches and fling crap at one another and then ship it back to me? Cause it feels like Apple has no clue what it's doing.

So, again, what would you do in my shoes? What would you say, who would you call?

[Sesshi]

Dell.

:D :p

[OzMo]

So - where does the $350 come in? Applecare?

The moral of the story must be to keep your own grubby mits off the laptop and send it to Apple as soon as there is a problem.

If then there was a problem I would have more sympathy.

Good luck with the next repair.

[Abstract]

^^*******

Sorry man. There hasn't really been a huge issue with 15" Al PB logic boards, so it's probably just bad luck and poor testing by Apple.

Try to get a new computer at this point. I think you're likely entitled. :o

[killmoms]

Yeah, I'd say lobby for a replacement machine, preferably a MacBook. After all this time and headaches and they STILL can't get it right? Sorry you're having such a bad experience, my experiences with AppleCare have all been great. :(

[evoluzione]

So - where does the $350 come in? Applecare?



my thoughts too...

if you had applecare, you're damn lucky they repaired it for free as you basically screwed up that applecare warranty by repairing it yourself (as far as i know).

having said that, try for a new machine and hope you get someone willing to help you, but that can also depend on how you are with them too.

[livingfortoday]

Ok, yeah, I should have clarified the $350. This Powerbook didn't have AppleCare anymore, so when I brought it in I had to pay for the service. When they ship it out for a logic board replacement, and what I think he called "Level 2" repairs, they charge a flat fee of $350 for any repairs that get done to it. So I paid that $350 (well, with tax it was like $348, or something). When I got it back, it had a 90 day AppleCare guarantee on any work they'd done to it. So yeah. i tried the repair on my own first because its warranty was up, and paying $60 for a part and doing it myself made a lot more sense than the $180 Apple wanted for just the DC-In board replacement.

[Sweetfeld28]

Well if you still have a qualifying 90 Applecare guarantee, then i would keep hounding them till they gave you a new one.

Yes its was your fault for trying to do the repairs yourself, but it was also Apples fault for not properly fixing it after you have paid for service. I would either lobby for a full refund, or a new replacement.

Good Luck.

[livingfortoday]

Okay! Talked with Apple, and this point they're going to send me another box to send it back in, they can't do anything else. Whee. The product specialist gave me his name and contact info, and said if it came back with problems again, that we would "explore different avenues" in regards to the Powerbook. The estimated time for this to be back in my hand again is a bit over a week. So we'll see.

[rkriheli]

they'll probably send u a MBP as a replacement. My friend went through a similar ordeal with his iBook G3 sending it in 5 times and coming back with new or different issues. Apple eventually just gave in and sent him an iBook G4 after a myriad of complaints.

My advice: Stay on them. Don't be passive. You are pissed off and it has interfered with your productivity.

[livingfortoday]

Well, I got my Powerbook back today, and it seems to be running ok on the whole, though it again has some quirks.

For one, there was some sort of oil or grease on the case when I unpacked it, as well as some spots of it on the screen. There was also some weird sticky stuff on the speaker grills. That's not a huge deal. What is a huge deal for me, is that the display seems to be flickering at times again, and randomly dimming. This is the same thing that happened last time after it was repaired. Well, before the last time. Last time the logic board outright died. So, two repairs ago, for those keeping track.

I'm gonna tell the Apple rep about those things, though I think I'll wait a while in case anything else crops up. Hopefully, though, that'll have been it. Hopefully they finally repaired this thing right(ish)! I'm going to need a laptop this weekend, and am thinking that I may just have to say "f it" and accept the fact that Apple seems to do (for me, anyways) shoddy repair work, and just never let them touch anything of mine again. Not having a Powerbook for ANOTHER week just isn't possible, unfortunately.

[imacintel]

Apple isn't usually like this about reapiring things. They never give me BS when fixing something. Unless you deal with Ron, the snot nosed whiney guy from the iMac Applecare dept.

[livingfortoday]

Apple isn't usually like this about reapiring things. They never give me BS when fixing something. Unless you deal with Ron, the snot nosed whiney guy from the iMac Applecare dept.

Well, I'm currently dealing with a "Rob" (I won't give out his full name) from the Powerbook department, and he's been quite sympathetic, and even let me babble on and on about the problems without interrupting like some of the other reps do. I emailed him tonight about this, and basically said - "The problems are minor, but they're problems that weren't there before. I want it repaired, but I can't lose my Powerbook now, or for the next week or so. How's next Tuesday for you? Also, can I have my money back, please?"

That's quite a summary and paraphrasing. So yeah. That's where I'm at right now. We'll see what he says, and I'll keep you all informed, as I know you're waiting on the edge of your seats with bated breath! Hopefully I'll have a fully functional Powerbook... some day!

[miTunes75]

ok. it's been about 24 hrs. what happened?

((this saga is interesting))

[livingfortoday]

He called while I was in a meeting and left a message to email him back or call him so that we could "resolve" this issue. Uh... yeah. So I emailed him a little while ago, and hopefully he'll call me or I'll call him tomorrow afternoon.

Ah, phone tag... building up the suspense!

[Sweetfeld28]

well, hopefully they will grant you a new one. hope things work out for you tomorrow.

[iBookG4user]

You deserve a new MBP for all the trouble Apple has put you through. Does the 3 repairs before new model still stand in this case, or not? Hope it gets repaired right, or at least gives you a MBP for all you trouble.

[livingfortoday]

You deserve a new MBP for all the trouble Apple has put you through. Does the 3 repairs before new model still stand in this case, or not? Hope it gets repaired right, or at least gives you a MBP for all you trouble.

Well, this wasn't covered by AppleCare when I took it in for repair, so I really doubt I'll be seeing a new MBP anytime soon. And frankly, with my luck, even if they gave me one, I'd probably get one with every single problem that's been listed on this board to date. So yeah. Right now I'm hoping for a refund or something on the work, and that's it. If they want me to send it in again, I think I probably will just say screw it, and keep it flawed the way it is, since it's clear they can't be bothered to repair it properly. Hell, they can't even clean the thing off before they ship it out!

I'm just too busy to deal with this anymore, and really need a laptop for the next few weeks. Being without a working Powerbook is really not a position I want to be in for another few weeks.

[livingfortoday]

I didn't get any response to my email today, but apparently saying "screw it" is not an option anymore, since the Powerbook has started making a weird whistling/whining sound from the back somewhere. It does it when I'm sending things or downloading things wirelessly. Really weird. Just one more problem, I guess. Jeez.

[livingfortoday]

Just to finish up this story. I finally got Apple to take back the Powerbook (I had to keep it, faults and all, through finals) I was not ever able to get back ahold of the product specialist who said he would help me out, and he never returned my messages or emails. I had to go through the whole process from the start again, and seriously, they treat you with extreme suspicion after so many repairs. DHL came and got the Powerbook, and it came back to me on December 6th. This time Apple replaced the entire screen/display housing (which means that my cool crossbones (http://i20.photobucket.com/albums/b236/livingfortoday2/jobbypb.jpg) are gone!), and some other internals. This Powerbook is pretty much brand new except for the lower case, hard drive, and optical drive. Every other part has been swapped out, many times in some cases (logic board #5!).

It seems to work fine, I've got it folding and doing some other intensive tasks, and so far so good. No random screen flickers, no weird noises, no fan grinding, nothing. Good.

The lesson learned here, though, is to not give my computer to Apple to fix after the AppleCare has run out. Their service is pretty poor, especially after having paid the sum I did for it. I did write them a letter the third time I had to return it, and I received a response that pretty much said "***** happens, deal with it". Not in those words, but pretty much in that vein. Yeah. So I'm pretty unhappy with the whole thing, but two and a half months later I have a functional Powerbook again, so this matter is closed in my book.

Unless something screws up again before the 90 days warranty is up...

Edit: I should add, though, that the new screen is very nice, and looks much brighter than the old one. So that's at least a plus I certainly did not expect when I initially gave them my PB.

[livingfortoday]

Ha ha ha... the loud static sound and beeping keyboard are back! WOO!

So I called AppleCare and after an hour I was told I would be getting a brand new MacBook Pro! Yay!

And then I was transfered to an agent to "verify" my computer had hardware problems. He said he could not do so, so I have to take time out of my day, when I was planning on being constructive, and go down to the Apple Store on Michigan Ave. tonight to have them test my machine. If the symptoms manifest themselves (and since they're random, and I'm unlucky - I bet they won't) I get a MacBook Pro. If they don't, I'm out of luck, and I'll have wasted an hour and 40 minutes on the phone today, and a trip to the Apple Store.

So.. thanks Apple. Thanks for top-notch service.

I'll update this tonight.

Edit: I should also add that I'm backing up all my files and whatnot, and doing a clean reinstall of Tiger. That's what the tech guy said I should do, so that they know for sure that it's my hardware, and not a software issue. Fun times.

[davegoody]

Ha ha ha... the loud static sound and beeping keyboard are back! WOO!

So I called AppleCare and after an hour I was told I would be getting a brand new MacBook Pro! Yay!

And then I was transfered to an agent to "verify" my computer had hardware problems. He said he could not do so, so I have to take time out of my day, when I was planning on being constructive, and go down to the Apple Store on Michigan Ave. tonight to have them test my machine. If the symptoms manifest themselves (and since they're random, and I'm unlucky - I bet they won't) I get a MacBook Pro. If they don't, I'm out of luck, and I'll have wasted an hour and 40 minutes on the phone today, and a trip to the Apple Store.

So.. thanks Apple. Thanks for top-notch service.

I'll update this tonight.

Let us know how it goes !

[calyxman]

In the world of computers, you're basically on your own when doing repairs. It doesn't matter if you have an Apple or Dell; either brand can give you headaches and trying to get a straight answer is like trying to pull teeth.

When I described the backlight flickering problem with my iBook to one of the "Geniuses" at the Apple store in Tampa, he immediately responded that it was the logic board and to bring it in since it was under warranty. Another phone call and wasted car trip later, I had to pickup my laptop because they changed their diagnoses of the problem.

That's why the internet is a great thing: you can search for tutorials and guides on how to do most of the repairs yourself, as well as research similar stories from other users.

[livingfortoday]

Let us know how it goes !

Alright, I will! I went to the Apple Store, gave them my PowerBook, explained the issue, and they said they'd have to keep it for a few days to see if they could find anything wrong with it. If THEY decide it's broken, then they'll send it back to Apple for me. At which point I get to call up the customer relations guy I spoke to today, and they'll send me a MBP. If the store decides that it doesn't warrant a return, I can't get the problem repaired through Apple anymore.

So! Waiting for them to call in the next two days at some point to let me know what they've found.

[davegoody]

Alright, I will! I went to the Apple Store, gave them my PowerBook, explained the issue, and they said they'd have to keep it for a few days to see if they could find anything wrong with it. If THEY decide it's broken, then they'll send it back to Apple for me. At which point I get to call up the customer relations guy I spoke to today, and they'll send me a MBP. If the store decides that it doesn't warrant a return, I can't get the problem repaired through Apple anymore.

So! Waiting for them to call in the next two days at some point to let me know what they've found.

Any news yet ?

Good luck

[livingfortoday]

Any news yet ?

Good luck

Yes! I finally have news! I got back to Chicago last night, so after a long day of school I biked over to the Apple Store to get my Powerbook. I found out they had replaced a "blower" and the logic board again. I signed the form, the guy gave me the computer, and walked away. They were busy, I was tired, so I stuffed it in my bag and biked home without testing it out.

I got home - and the computer won't boot. At all. It's doing the SAME THING it did when I FIRST brought it in to Apple months ago. The hard drive spins up, but no chime, no screen flicker, nothing. Then it dies again. So... the logic board is dead again.

I am calling AppleCare tomorrow again, and this time demanding a new computer. Six repairs and it's DOA again? Sheesh. This is just stupid at this point.

Edit: I should give some extra back story, I just saw I hadn't posted this part - once I dropped off the computer, I left town for my break. I figured if it was a hardware problem, they'd mail me my replacement wherever I was, and they could mail the broken Powerbook from the store. Well, four days in to my break, I got a call from the Apple Store saying that I could get my laptop, that it had been repaired. I explained to the guy that I hadn't asked for a repair, merely for the hardware test to be run to verify it was a hardware issue. I had even told them I was expecting a replacement. He said that well, it's been fixed, so there's no more issue. He refused to tell me WHAT exactly they had fixed, saying they never tell people over the phone since they're just too busy, and that I'd just have to come in two weeks from then to find out. I called the AppleCare rep I had spoken to earlier, filled him in (left him a message, actually, since he didn't pick up), and he never called me back.

He's getting an angry call tomorrow, though.

[amacgenius]

Christ alive livingfortoday this is one bad trek to get your lappy repaired, ever think of just scraping it for parts and buying another used PB or saving up for an MBP?

[livingfortoday]

Christ alive livingfortoday this is one bad trek to get your lappy repaired, ever think of just scraping it for parts and buying another used PB or saving up for an MBP?

Well, I thought I'd get a new MBP to replace this one last time around, but so far, that has not happened. So... we'll see. I actually called, and left the guy a message. If he doesn't call me back tomorrow, I'll start over again with customer service on their end.

[amacgenius]

Well, I thought I'd get a new MBP to replace this one last time around, but so far, that has not happened. So... we'll see. I actually called, and left the guy a message. If he doesn't call me back tomorrow, I'll start over again with customer service on their end.

Offtopic: But I love the PowerBook G4's I had a 1.25GHz 15"er as my first Mac in January in '04 - was a great machine, never really had a problem, and Apple was good with it, I dropped a pack of batteries on it, busted the keyboard and they replaced it no questions asked :).

[mrzeve]

If I were you I would write a LONG detailed letter to Steve Jobs office, send it by fax, certified mail, and by FedEx. His assistant will find it and take care of you.

We can hope.

[Jesus]

If I were you I would write a LONG detailed letter to Steve Jobs office, send it by fax, certified mail, and by FedEx. His assistant will find it and take care of you.

We can hope.

I second that, I (vaguely) remember when iGary had his problems with his powermac and eventually emailed Steve's office and it was repaired. Try by email to steve @ mac . com before bothering with fax etc. :D

[BrianMojo]

I second that, I (vaguely) remember when iGary had his problems with his powermac and eventually emailed Steve's office and it was repaired. Try by email to steve @ mac . com before bothering with fax etc. :D

Agreed. I've never had such extensive hardware trouble, but I have had an issue before and sent an e-mail to Steve Jobs' department and I got a personal phone call from someone high up to talk to me about it. It's worth a shot, anyhow. Think of it as asking to speak to their supervisor. Their really, really high-up supervisor.

[livingfortoday]

The first letter I sent to Apple (after repair #3 or #4) came back with a standard "this stuff happens" response. So.. maybe I'll try again anyways, after repair #6. What email address would be most effective to hit up? Is that Steve one a real address?

[mrzeve]

Try calling this: (408) 996-1010

From what I've just googled, thats one of Apples main numbers.

Also try steve@mac.com and sjobs@apple.com

And send a letter to 1 Infinite Loop and address it to him or his "administrative assistants"

A fax number would really be ideal, but from what I've read you need to call corporate and ask for it.

[mrzeve]

The first letter I sent to Apple (after repair #3 or #4) came back with a standard "this stuff happens" response. So.. maybe I'll try again anyways, after repair #6. What email address would be most effective to hit up? Is that Steve one a real address?

Lower end people do not care. Its just like dealing with car dealerships. You take your car to them for repair, they screw you and tell you tough. You call corporate and all of a sudden you have a brand new transmission in your Jeep.

Corporate America people, embrace it and exploit it!

[Keebler]

man, i would be livid. i second or triple the others and say you write a letter.

you deserve a new one.

i gotta ask this though...you say you 'bike' home? do you have special case to keep the laptop from bouncing around? or do you mean 'bike' as in motorcyle, which would mean maybe less bouncing around? I'm wondering if the bouncing affected the HD the last time. not saying it's your fault. merely asking b/c if i get one, i'd like a case to put it in while i ride my bike (bicycle) back and forth from local appts...

[livingfortoday]

i gotta ask this though...you say you 'bike' home? do you have special case to keep the laptop from bouncing around? or do you mean 'bike' as in motorcyle, which would mean maybe less bouncing around? I'm wondering if the bouncing affected the HD the last time. not saying it's your fault. merely asking b/c if i get one, i'd like a case to put it in while i ride my bike (bicycle) back and forth from local appts...

Yeah, I ride a bicycle, about 30 miles round-trip. I use a Timbuk2 Commute case, which holds my laptop nice and secure (and safe from snow and rain). I rode with my Powerbook Ti for over two years with the same case, and it was fine. There's really no bouncing or anything, unless I hit a big pothole - in which case I'd be more worried about my head than the laptop!

[livingfortoday]

Well, another 45 minute call to the same customer service rep today, and I was told that they can't verify it's a hardware problem, so I have to take it in to the Apple Store again, and have them verify it. He also told me that I need to make sure they understand they are not to repair it this time if they find a problem. I told them last time, but they did anyways. He said if they hadn't, I'd have a MBP sittin' right here now instead of a broken Powerbook. Uh... so I guess that's their fault, but mine too for not explaining to them well enough? I don't know.

So, tomorrow I'm gettin' up bright and early to set up an appointment at the Genius Bar. Whee...

[Xtremehkr]

No matter what kind of computer you own, no matter the brand, never admit to having worked on it yourself before taking it in. Whether or not it is still under warranty, don't tell them you messed with it. At that point, it pretty much automatically becomes your fault.

[ModestPenguin]

You have my deepest sympathy

good luck

[livingfortoday]

Thanks everybody. I actually have to push back my Apple Store adventure for a few days since I'm busy, but I should make it there Sunday or Monday. I did finally shoot off a letter to the email addresses given to me above. Any idea about how long I should wait for a response? Or if it's normal to even get one? Thanks.

Edit: The steve@mac.com email came back undelivered since the box was "over quota".

[davegoody]

Thanks everybody. I actually have to push back my Apple Store adventure for a few days since I'm busy, but I should make it there Sunday or Monday. I did finally shoot off a letter to the email addresses given to me above. Any idea about how long I should wait for a response? Or if it's normal to even get one? Thanks.

Edit: The steve@mac.com email came back undelivered since the box was "over quota".

LOL, Steve's mailbox being full ! - I wish you luck, hopefully the next post from you will be sent from your shiny new MBP !

[Jorlwind]

This only confirms my accessment that applecare sucks (compiled with my own experience).

The toted Magsafe powercord on my Macbook started mysteriously breaking and fraying around the input. When it finally died I took an hour drive down to the applestore. (zoo pen. 23rd of december and a huge christmas crowd. had to wait half an hour for a "Genius" to tell me that my cord was busted(No **** Sherlock!) and they didn't have a replacement in the back. They told me they couldn't directly ship me a new one and to call applecare. so called Applecare on the 26th. Thank God I didn't have to wait as long as you did on the phone. got a rep who said they would ship it out overnight.

Meanwhile i'm left with a $1500 paperwieght with school fast approaching.

"overnight" passes over and over again. I call them again and this time they tell me "check your repair status online." I'm pretty sure I angered the rep when I told him "That'd be great if my computer had power. Mine has none for some reason" "TJ" doesn't say anything to this. He tells me he'll reroute me to some "dispatch" department so I can check the package status against the number they gave me. After an hour on hold my cellphone drops the call.

School starts, and I desperately need my computer. So now yesterday I get back from my college classes and walk in on my dad who decided to call them in my place. Now we're with "Kevin." My dad turns "Kevin's" day into a bad one. "Kevin" is smarter then "TJ" He tells my dad that apple Currently has "A shortage of powercords"

Now realize that my dad is much more... plain spoken then me. First he tells Kevin that maybe he should waddle his hide way down to where they keep the new Macbooks and pop open the box and steal the powercord. To which Kevin says "Well uhh.. I'll talk to the supervisor" Then my dad threatens to take the thing back and buy a dell and tries to get ahold of the supervisor ("Kevin" declines) and finally threatens (And I quote) "If the cord isn't here by Monday, I am personally buying a ********** plane ticket down there so I can take a s*** on your desk" before hanging up.

Using the schools computers this morning I checked the repair status through apple. As of yesterday (the fourth) it's now "shipping" and in the poession of DHL. The tracker says it should be here today.

Apparently "Kevin" took the threat seriously. Your deal was a lot worse then mine. I hope it works out good for you. Apple needs to work on its support a little bit more. Good luck!

[chaosbunny]

Dell.

:D :p

Why? It's Dell-usion btw. ;) :D

To the op, do not give up! I hope you'll get your mbp as a replacement, you really deserve it.

[livingfortoday]

I love you guys.

I just got a call from "the executive offices of Steve Jobs" regarding my computer. I couldn't pick up the phone at the time, but on the message the guy said he was taking "full control" of this case, and they would be trying to get me into a working computer as fast as possible. He gave me his personal number, which wasn't an 800 number, so I hope it's a direct line to him.

I'm going to give them a call back this afternoon, and see what happens!

[Jorlwind]

Awesome.

I hope they still give you a MBP

[jelloshotsrule]

haha. that's pretty freaking cool. definitely worth moving up the chain when possible, especially for such obviously ridiculous circumstances like yours. it costs them far less to give you a new laptop than it does to lose a customer for life.

i've heard multiple stories of people getting responses from steve himself by email, or at least having success with his office and his underlings.

keep us posted!

[Sesshi]

Why? It's Dell-usion btw. ;) :D

I did have a problem with a Latitude a couple of years ago. Duff batteries. I escalated it much in the same way as you might with Apple, and I was deluged with batteries from different departments. I got 6 I think in all. One was returned because it was an actual shipping error, but the rest remained with me. I wrote to them to say would you like the excess back, and they said no, keep them. I kept a spare, ebayed the rest for a tidy profit. (these were not the exploding batteries ;) )

Much more recently I also complained to Dell that I wasn't able to change an order. This was pretty selfish it has to be said, but I escalated it through the support chain and they came through like champs. I had a dual-core replaced with a quad-core for only the difference in price.

I also can't fault Apple's problem response either - when I deemed the Macbook a POS and elected to return the iMacs (not actually anywhere near as bad as the MB's and therefore a victim of collateral damage) as well as the MB's, Apple did respond very quickly. I received a full refund very quickly after going through the channels in much the way that I might have with Dell.

[livingfortoday]

Yeah, I had good luck with them in the past when I first bought an Intel iMac and needed to return it (it had TONS of problems). They were great, and refunded the money quickly. But this time...

ANYWAYS! News!

I spoke to the customer service rep, and he told me there was no need to bring it in to the store, I would be getting a new MacBook Pro. He said he would wait until Tuesday to see if anything new was announced, and then he would email me the papers I needed to sign and fax back in order to start the return process. Then I'd just slap a FedEx shipping label onto the PowerBook box, and when FedEx scans it, Apple will ship me out the entry-level MacBook Pro or whatever gets announced Tuesday morning overnight.

So. I guess this story has a happy ending after all, though I wish I hadn't had to fight since September with Apple to get it!

I don't know if I'll be keeping the MacBook Pro or not, though. Part of me really wants the new laptop, but the other part of me is scared that I'll open it up and find it has problems - and then this will all start over again. This whole experience has really made me distrust Apple, unfortunately. Not to say I'll be buying a Dell anytime soon or anything, but I'm much less likely to buy new from them again. Used and tested is where I'm at!

[Jorlwind]

I'm sure there isn't anyone here who wouldn't mind taking it off you hands, but dmnit dude you've been through hell, might as well enjoy the reward of your labors.

[mrzeve]

Yeah, I had good luck with them in the past when I first bought an Intel iMac and needed to return it (it had TONS of problems). They were great, and refunded the money quickly. But this time...

ANYWAYS! News!

I spoke to the customer service rep, and he told me there was no need to bring it in to the store, I would be getting a new MacBook Pro. He said he would wait until Tuesday to see if anything new was announced, and then he would email me the papers I needed to sign and fax back in order to start the return process. Then I'd just slap a FedEx shipping label onto the PowerBook box, and when FedEx scans it, Apple will ship me out the entry-level MacBook Pro or whatever gets announced Tuesday morning overnight.

So. I guess this story has a happy ending after all, though I wish I hadn't had to fight since September with Apple to get it!

I don't know if I'll be keeping the MacBook Pro or not, though. Part of me really wants the new laptop, but the other part of me is scared that I'll open it up and find it has problems - and then this will all start over again. This whole experience has really made me distrust Apple, unfortunately. Not to say I'll be buying a Dell anytime soon or anything, but I'm much less likely to buy new from them again. Used and tested is where I'm at!

Congratulations! Did you use any of the information I provided you with? You did use my idea, which means the MBP is mine, right? :p

But really - what address worked for you and what kind of letter did you send? How was the tone and such in it? Let us know!

[livingfortoday]

Congratulations! Did you use any of the information I provided you with? You did use my idea, which means the MBP is mine, right? :p

But really - what address worked for you and what kind of letter did you send? How was the tone and such in it? Let us know!

I emailed sjobs@apple.com, and got a phone call within 24 hours, thanks to all for the info and recommendations that I go ahead and do that. I basically edited my first page on this thread (made it past tense, added a bunch of the newer things that had happened, cleaned up my language) and sent that. I told them basically look, this is what I've been going through, it's still going on - I have to go in to the store tomorrow, just thought you should know. Kind of a heads-up type of email, more than anything else. I didn't ask them to do anything about it or anything like that, I just gave them all the facts. I guess they went through my case on their own, saw that the ball had been dropped a bunch, and decided to intervene.

So far I don't have my MBP, but FedEx picked up and scanned my Powerbook at 12:30pm on Friday. I was told the MBP would be overnighted to me as soon as that happened. I'm assuming it didn't go out Friday, the offices are closed on the weekends, and they might not have been open yesterday due to it being a holiday. So! Hopefully it'll get mailed today and come tomorrow. If not, they'll probably be getting another call.

[Shadow]

I once sent Steve an email-and an exec called Colin rang me back! Score!

[compuwar]

I was told the MBP would be overnighted to me as soon as that happened. I'm assuming it didn't go out Friday, the offices are closed on the weekends, and they might not have been open yesterday due to it being a holiday. So! Hopefully it'll get mailed today and come tomorrow. If not, they'll probably be getting another call.

What an ordeal! I hope that you get a fully functional Pro, seems like a good fix in the end- but way too bumpy a road to get there!

[Sweetfeld28]

Glad to see that things are working out for you. My friend on the other hand has had nothing but trouble [much like you].

He has had all of these things replaced under Applecare, on his 15" PB 1.5 GHz:

Replaced motherboard twice, RAM port issue twice, bad DVI port, Recalled battery, oh and, he has had HD replaced once. I told him, i think he is due a new one.

[Cassie]

No matter what kind of computer you own, no matter the brand, never admit to having worked on it yourself before taking it in. Whether or not it is still under warranty, don't tell them you messed with it. At that point, it pretty much automatically becomes your fault.

Exactly.

Just like I didn't tell Apple I fell on my iPod and broke it myself.:)

They replaced it for free.:D

[thegoldenmackid]

Glad to see you are getting a new computer...may i ask what the original issue was caused by...i have a 17" powerbook and my screen had the flickering issue, that is now fixed but i have a fan clicking..

[compuwar]

Any update on this yet?

[livingfortoday]

So, I got the MacBook Pro. Well, within one days worth of use, the hard drive on the brand new replacement MacBook Pro has died, and now I will have the dubious honor of calling up the executive offices again. How... entertaining.

Thanks, Apple. I have now officially decided that once this gets sorted out, I'm giving up. I'm selling the damn thing, and switching back to Windows. I don't want to, and I've been using Macs happily for years, but if I'm going to have to face seven repairs and a DOA replacement every time I deal with Apple - well, it ain't worth it.

So yeah. Sorry Apple, you lost me.

[Dont Hurt Me]

Thats a amazing story, almost dont know what to say, you cursed?:apple:

[AngelGuy7]

Man, that really sucks. Best of luck getting a working Mac.

Oh, your story is now on Digg.

Digg (http://www.digg.com/apple/7_Repairs_and_a_DOA_Replacement_later_Apple_still_can_t_get_it_right)

Edit: fixed the link

[Lord Blackadder]

Of course you could look at in another way - the odds are fantastically against you ever having this kind of trouble again...

I'd hate to deal with all that crap, but I have to say it wouldn't keep me away from Apple, I just won't use Windows as my primary desktop...you've had incredibly bad luck but there is no computer company out there that wouldn't have done the same thing Apple did.

There is a really good Certified Apple Specialist in my area that I made use of once. I had 2-year old iMac G3 (266MHz). One day it made a bunch of popping and fizzing noises and turned itself off. Dead. So I took it to this specialist...turns out the high voltage board for the CRT fried, killing the CRT and the DC board as well. It cost me $400, and the computer was never the same again - I'm pretty sure that the incident did some collateral damage to the video hardware, as the picture would occasionally wobble. But the computer worked, and it got me through college, damaged as it was. anyway there was no way I was going to send that beast through the mail, and the Mac Mini wasn't even a glint in Steve Jobs' (or Jonathan Ives'?) eye then.

Well, by the time you unload that MBP Vista may be out...

[ReanimationLP]

So, I got the MacBook Pro. Well, within one days worth of use, the hard drive on the brand new replacement MacBook Pro has died, and now I will have the dubious honor of calling up the executive offices again. How... entertaining.

Thanks, Apple. I have now officially decided that once this gets sorted out, I'm giving up. I'm selling the damn thing, and switching back to Windows. I don't want to, and I've been using Macs happily for years, but if I'm going to have to face seven repairs and a DOA replacement every time I deal with Apple - well, it ain't worth it.

So yeah. Sorry Apple, you lost me.

I'd be bitching even more, until you get one hell of a nice MBP that works. Good luck man.

[mjstew33]

Please, for the love of God, do NOT sell the MBP.

Get the HD repaired. If it does another thing - replace it.

But, do not give up on this new machine!!!!

I just sent you about 10 IM's - :o.

I know about 1/10 of your pain - I'm dealing with Apple on an issue right now too.

Have spent a total of about.. heh, maybe 5 hours talking to them? Maybe 6? 7?

Please dont' give up on Apple - they will get this MacBook Pro fixed. You will be happy. You will have a brand new MacBook Pro for $350.

[livingfortoday]

Yeah, I know, I know. Ya'll are right. i just booted my Mini into Windows, and I can't picture myself using that 24/7. It's just... I'm so frustrated right now by this whole deal. This has been the most ridiculous process, and I feel like most of the people you deal with after your fourth or fifth repair start thinking you're trying to scam 'em. They treated me worse and worse, it felt, until the executive office guy, and even though he was really nice, I really don't wanna have to call him next week.

Sheesh. And to think, I was gonna get my "happy Mac/sad Mac" tattoos this weekend.

[mjstew33]

That's the spirit. :)

I hope I don't encounter any problems when I get my MacBook back... :(

[Maxwell Smart]

Man, after reading this entire thread I gotta say I feel for you. I'm currently on my 3rd issue with my macbook and they want me to send it in and unfortunately thats the last thing I want to do right now, especially considering what happened to you. All I can say is that I would keep pressing until I got the best I could get, I mean, look at it this way, for a $350 investment you got a brand new frickin' Macbook Pro. Did it involve some aggravation? Sure. But did you get one? Yes. All I can say is good luck and I hope everything gets worked out for you. I'm definitely using the sjobs@apple next time around ;)

[holamiamigos]

wow.. i hope everything goes well

[mjstew33]

So.. update? What's the status?

[livingfortoday]

So.. update? What's the status?

I finally just sold the MBP off. Couldn't deal with it any more, and didn't wanna, I was just too busy to keep gettin' shafted by Apple. Too much bad karma around that MBP!

Plus, I got a birthday/graduation present of a MacBook... so I'm happy. And it has NO problems so far!