Apple Horror Story

[ectocooler]

I need everyones input on this! Help helps!

I have an iBook, 700mhz 14" yada yada yada.

It is 4 months old, but about a month after I had it, the ethernet jack started to become loose. It continued getting even more loose. Eventually, about a month ago, it stopped working completely. This ended up being the cause of regular, however frequent, student use, as it was getting plugged and unplugged in EVERY class I went to. Anyways, I brought it to CompUSA and they said everything was cool and that it would be sent for repair as I had applecare. Yay. But wait! That was last month! Actually the 30th of last month. And it is stillllllll gone!! CompUSA has no idea where it is, and apples repair status page says they havent touched it since april 4th in which on that day it says "GSX Case Created" and status "Closed". Where's my iBook?! I was told by an apple rep that repairs take no longer than 2-10 days and thats including shipping time. Is my ibook gone?

[janey]

wow
i think your laptop is gone...bug apple one more time, e-mail steve jobs, bitch to compusa then start crying. usually repairs take about 2 to 10 days and if your iBook hasn't come for that long...

[Kwyjibo]

do you have case and or dispatch numbers. I would start makign as many calls as possible to finid a status update. A wait like this without a holiday or anything is very unsuual. I would honestly just wait until someone tells you exactly where your iBook is and when it will be home. Never rest. Go back to Compusa if you must.

mmmmm ectocooler....slimer....that takes me back....do they even make that flavor nemore? i may make a run to the store tomorrow.

[iJon]

i would be happy, because you are getting a 800mhz ibook if they cant find yours.

iJon

[funkywhat2]

Originally posted by Kwyjibo
mmmmm ectocooler....slimer....that takes me back....do they even make that flavor nemore? i may make a run to the store tomorrow.

Yeah, I think they do. But it's under a different name now. Don't know what it is.

That sucks man. But, hey, look on the bright side. If they lost it, you may get one after the next revision. Hope you didn't lose much of your work.

[ectocooler]

thanks for the feedback! im seriously missing my ibook, but i do have a receipt from compusa saying that i dropped it off with them, and if i could get a new ibook, i would be SO happy. who should i take this up with....apple? or compusa? and what exactly is gsx?

i do have everything backed up on an external hard drive though.

and yes, they still make ectocooler, but its called something with the word "tangerine" in it. not the same, but slimers mouth is still on the front.

[Kwyjibo]

http://www.minutemaid.com/mm_products/hic-7.html this link says it all. Shoutin Orange Tangreen!! yes going to the store as son as I wake up which probably won't be till late due to the lack of school.

[ectocooler]

:( i went to that website and it froze. im on my girlfriend's gateway. a gateway. a gateway....

.....

.... *Cries*


i need my computer....

[Kwyjibo]

i wrote a little blurb about it on my site which also includes those funny puma pcitures i found here at macrumors. Take a look for my small story on ectocoooler.

[ectocooler]

hehe cool :)

are ibook revamps expected soon? im so worried i wont get a computer now. i have school work and work work to do on my computer and i dont have it. this sucks beyond imagination.

a friend of mine said that apple will take good care of me if they lost it, but i can totally see them giving me the run around. apple wouldnt even send me rubber feet for my ibook when they fell off...what makes me think that they're going to replace my ibook that they lost.

im sooooooooo angry. aurghahhh.

[Squire]

Originally posted by ectocooler


a friend of mine said that apple will take good care of me if they lost it, but i can totally see them giving me the run around. apple wouldnt even send me rubber feet for my ibook when they fell off...what makes me think that they're going to replace my ibook that they lost.

im sooooooooo angry. aurghahhh.

I think either Apple or CompUSA HAS to take care of you. Ever lost any baggage on a long flight? That happened to me once and it was awesome. First of all, the lost baggage was too much for one of my connecting flights so I saved $80 on overweight charges. And, secondly, it was a pain to carry around. I arrived home and a van with my 3 huge bags showed up at the door 30 minutes later.

My point: I think big corporations have insurance and/or money set aside for little mishaps like that. It probably happens all the time. But I'd take a day off and just sit at the phone all day until I got some answers if I were you.

Good luck.

Squire

[ectocooler]

AHHHH!!

IT GOT SO MUCH WORSE TODAY.

I finally tracked it down at apple. Apple says "oh yeah, we're not covering this repair. Even though you have applecare, these ethernet ports dont break like this usually. We're considering this abuse. That will be $705 dollars."

WHAT?!!?!?!?!??!

REGULAR STUDENT USE IS NOW CONSIDERED ABUSE? This is me unplugging and plugging an ethernet cable into it 6+ times a day. That IS a lot, but NO WHERE in my documentation does it say that if I do that it will void my warranty. I'm sorry apple, but you're the only people who puts PLASTIC ethernet jacks on a notebook computer. Every other company puts a metal jack on there because they know what kind of use it will get. Now because of apples poor product design I am stuck with a repair I can't afford. Oh and thanks for filling me in! Wow! So nice of you!
No one broke this jack, it became loose on its own. I cannot believe apple screwed me over like this. They're shipping it back to me now, broken port and all. This logic board bs is horrible. The plastic port breaks and the entire computer needs to be repaired?

Someone please help! Does anyone know of a place that will fix the ethernet port without charging me 705 dollars? I might have to buy a airport card and carry the base around with me everytime I want to use the internet now...I wanted to find a usb ethernet adaptor but they dont sell them for the mac.

Any solutions? Please help!!

[biscool]

You're school doesnt have wifi access? You should call Apple and complain some more. Or sell the ibook to someone who doesn't need ethernet and buy a refreb...

[ectocooler]

my friend is telling me to buy this:

http://www.buy.com/retail/product.asp?sku=10331738&hdwt=30701&loc=101

anyone think it will work?

[ectocooler]

Originally posted by biscool
You're school doesnt have wifi access? You should call Apple and complain some more. Or sell the ibook to someone who doesn't need ethernet and buy a refreb...

I would get about 600 dollars for this ibook, and thats if im lucky. Either way im short about 700 dollars thank to apple.

I had a dell for about three months prior to my ibook and it broke constantly, the ports stopped functioning, the screen needed to be replaced, the the entire motherboard needed to be replaced all b/c things stopped working. Seriously, worst computer ive ever owned, but you know what? They fixed it every time. No questions asked.

Anyone know if that usb ethernet adapter will work?

[glennsan]

I have no personal experience with this on a mac but I do know that the local DSL/cable companies sell modems that connect via USB on the pc. If it has a mac driver it should work just fine.

[ectocooler]

i do know what you're refering to but it wont work when im at school b/c i can only plug the jack into the wall. Its looking like I need to buy an airport card / base + get this usb ethernet adapter. i hope it works.

[Maclicious]

Originally posted by ectocooler
AHHHH!!

IT GOT SO MUCH WORSE TODAY.

(...)

Any solutions? Please help!!

I had something similar happen with my old iBook. In this case, the CD tray got stuck, and I couldn't open it no matter. Sent it back to Apple under 1 year warranty.

Then, I'm informed of a 'spill' in the enclosure that voids the warranty. What!? A spill?

As you can imagine, I flipped. There had been no such spill. But, now I was worried that someone at apple had spilled something into the enclosure. Or, they were lying. Either way, very bad. My price to have this phantom spill fixed? About 700--800 dollars.

Worse, if I don't get it fixed, they'll be charging me at bare minimum a $240 dollars diagnostic fee.

So, I called apple several times. Every number. Worked my way up several chains of managers. Each time, I was unfailingly nice, explained my problem. Each time, I noted I wasn't angry at the person I was speaking to, just frustrated at the situation.

In the end, it seemed like I would only get my iBook back if I paid the 240 dollars (actually $340, 'cause I had gone through a 3rd party reseller that would tack on another $100 if the book was found not to be under warranty).

Then, miraculously the day arrived. I got the call from the reseller who said, "You silver-tongued devil--Apple sent the iBook back fixed, no charge, under warranty!"

So, I don't know if my many calls had some good effect, but I believe so. Moral is, keep plugging away, even if all hope seems lost.

[ectocooler]

Wow you really got lucky! I've called apple many times now in regards to this issue. They always forward me to a senior tech and the senior tech shuts down any willingness to repair. They absolutely will not budge on this, they've told me so and they've told me to stop trying. I was told to try 1800WEFIXMACS by small dog electronics because apparently they do component level repairs, but either way, it wont be covered under warranty.

[gbojim]

Originally posted by ectocooler
Wow you really got lucky! I've called apple many times now in regards to this issue. They always forward me to a senior tech and the senior tech shuts down any willingness to repair. They absolutely will not budge on this, they've told me so and they've told me to stop trying. I was told to try 1800WEFIXMACS by small dog electronics because apparently they do component level repairs, but either way, it wont be covered under warranty.

Not luck. Persistence. Work your way up to the VP of customer service if you have to. Like Maclicious said, if you are polite and professional when talking to those folks, sooner or later you will win.

For example, I've heard many times that Apple will not fix the peeling paint problem on TiBooks. I've managed to get a dozen of those reparied at no charge. It took a little work, but in the long run it was not problem.

[bousozoku]

Considering how long they've had the machine, they could have contacted you by now and told you that the situation was bad.

They should take care of it at no charge, if you've not been throwing the machine across the room while connected to the Ethernet cable. :D

This is the first time I've heard of the Ethernet jack going loose but not hard to believe. It's harder to believe that Apple seem to be slipping further into disarray. My recent dealings with Apple Developer Connection have been interesting.

Good luck. If nothing else works, point them toward this thread and they'll see how many people read the threads here.

[MacBandit]

Too bad you didn't wait more then 30 days to contact them. I don't know if it's the same for electronics but for motor vehicles if a repair takes more then 30 days and there is no explanation for why. As in the customer hasn't paid. Then it falls under the lemon law and they would owe you a replacement product or full money back.

[alxths]

If you problem is indeed a result of mere plugging/unplugging, you should NOT let them get away with they way they're treating you. That is completely rediculous, especially since you've already shelled out around 300 for applecare. If I were you, I'd make a site describing this situation in depth and advertise it as much as possible; being sure to continuously update Apple on the everclimbing hit counter ;)

Good Luck!

[markomarko]

and I really didnt' think apple would become infected...

The new customer service mantra seems to be "the customer is always wrong"

I thought apple would be better than this.

[Swisschick]

Ectocooler,

I would write a letter to the consumer division of one of your local television stations. I know this sounds bad, but choose the slimiest. It may take a while for you to get through to the producer of the unit, but keep writing. Send an e-mail and a hard copy of the letter to the station explaining the situation. Also, right now before you forget, write down the dates and times of your calls to Apple, include the names of the people you spoke with. Read through your warranty again and take notes. The more ammunition you have the better your case...and the better your chances of getting the station to help.

Depending on how strong your case is, a lot of times companies will cave before the story hits the air.

Good luck,

Swisschick

[ectocooler]

Thank you for your advice everyone! I'm going to look into every posibility that I have. I've pretty much lost faith in applecare. When I bought it, the customer service guy told me "you really should get applecare, you know?, its a notebook so its going to get a lot of wear and tear. WELL! Hmm wouldn't wear and tear be considered abuse? I told apple this and they said "oh well, that rep was wrong". Um...what is applecare for? So i can call you up whenever I want and ask you how to empty the trash?

It gets worse. I called them one time b/c my computer would freeze while booting up everytime. I called 3 times and everytime they tried to get me to buy a norton program that fixed hard drive errors. They wanted to charge me 80 dollars or something around that figure. I asked all three if my applecare cd would help me out at all, and they all said no. Well, I tried it anyways. I booted to os9 off the cd and used the applecare cd and guess what....it fixed the problem.

This is apples problem. They dont give a care about getting good, honest support to the people who shell out thousands to buy their products. Instead, they are always assuming "Well, they paid thousands to get the computer, whats a few more drops in the bucket?"....Hey, $705 dollars is nothing...right?

My father wants to take apple to small claims court, what is everyones thoughts on this? Would they just settle and repair the system? Or would they actually fight it?

[ectocooler]

Originally posted by ectocooler
They wanted to charge me 80 dollars or something around that figure.

By the way, the same program goes for roughly 15 dollars online everywhere else.

[alexlai5050]

you should cvomplain and say stuff like i have missed my project because of you u better give me a power book
lol

[ectocooler]

What sucks is that I still love macs but I know if I ever buy another mac and it breaks, im screwed. I should build my own G4...

[MacBandit]

Originally posted by ectocooler
By the way, the same program goes for roughly 15 dollars online everywhere else.

As a OEM product CD to be included with a computer sale. You can pick them up on sale for $15 yes. Though this is not a new in box product and carries no manufacturor guarantee and you can not upgrade from it.

[MacBandit]

Originally posted by ectocooler
I'm sorry apple, but you're the only people who puts PLASTIC ethernet jacks on a notebook computer. Every other company puts a metal jack on there because they know what kind of use it will get.

I've never ever seen a metal ethernet jack of any sort. No that I think of it I have never seen a metal communication or power connector in any product ever. Could this be because of the possibility of shorting on the metal connector housing? They may have metal face but I highly doubt the body of the connector is made of metal. If I'm wrong please let me know and show me some pictures.

[madoka]

The last Apple laptop I had as a Powerbook 180C. I too had the Applecare on it. In the end they replaced the rather expensive color screen ($1000) three times on it with no questions asked. I remember I even accidently dropped it once and the screen got messed up, but I wasn't worried because Applecare always took care of me. Sure enough they overnighted a shipping container to me, promptly replaced the screen, and overnighted it back all at no charge. So every year I'd gladly fork over the dough for more Applecare. Sad to hear that things have changed. I was seriously thinking about a new AI book.

[MacBandit]

Originally posted by madoka
The last Apple laptop I had as a Powerbook 180C. I too had the Applecare on it. In the end they replaced the rather expensive color screen ($1000) three times on it with no questions asked. I remember I even accidently dropped it once and the screen got messed up, but I wasn't worried because Applecare always took care of me. Sure enough they overnighted a shipping container to me, promptly replaced the screen, and overnighted it back all at no charge. So every year I'd gladly fork over the dough for more Applecare. Sad to hear that things have changed. I was seriously thinking about a new AI book.

As this is one isolated case without numerous agreeing accounts I wouldn't take this to heart as a change in AppleCares policy.

Also even if you do see a lot of problem reports with AppleCare just remember for every negative post you see online there is probably 10 people with no problems and therefore no reason to post.

[Wardofsky]

Originally posted by Maclicious
I had something similar happen with my old iBook. In this case, the CD tray got stuck, and I couldn't open it no matter. Sent it back to Apple under 1 year warranty.

Then, I'm informed of a 'spill' in the enclosure that voids the warranty. What!? A spill?

As you can imagine, I flipped. There had been no such spill. But, now I was worried that someone at apple had spilled something into the enclosure. Or, they were lying. Either way, very bad. My price to have this phantom spill fixed? About 700--800 dollars.

Worse, if I don't get it fixed, they'll be charging me at bare minimum a $240 dollars diagnostic fee.

So, I called apple several times. Every number. Worked my way up several chains of managers. Each time, I was unfailingly nice, explained my problem. Each time, I noted I wasn't angry at the person I was speaking to, just frustrated at the situation.

In the end, it seemed like I would only get my iBook back if I paid the 240 dollars (actually $340, 'cause I had gone through a 3rd party reseller that would tack on another $100 if the book was found not to be under warranty).

Then, miraculously the day arrived. I got the call from the reseller who said, "You silver-tongued devil--Apple sent the iBook back fixed, no charge, under warranty!"

So, I don't know if my many calls had some good effect, but I believe so. Moral is, keep plugging away, even if all hope seems lost.

You silver-tongued devil, you...

[Wardofsky]

Originally posted by MacBandit
Too bad you didn't wait more then 30 days to contact them. I don't know if it's the same for electronics but for motor vehicles if a repair takes more then 30 days and there is no explanation for why. As in the customer hasn't paid. Then it falls under the lemon law and they would owe you a replacement product or full money back.

Your avatar is quite interesting...
Please reply by posting 12 times soon...

Apple seems bent on warranty, I mean pages of warranty.

"You are under no pressure to pay for any repair, except for the following 134,023 damage types."

[Winston Smith]

Originally posted by MacBandit
As this is one isolated case without numerous agreeing accounts I wouldn't take this to heart as a change in AppleCares policy.

Also even if you do see a lot of problem reports with AppleCare just remember for every negative post you see online there is probably 10 people with no problems and therefore no reason to post.

So come on all those people with good news stories lets hear tham!

I'm English, I'm cynical and I believe all after sales insurances are a rip off.

But I might buy a new powerbook WITH Applecare if there was evidence to say it was worthit. It doesn't seem to have been for ectocooler.......

[iGav]

Originally posted by ectocooler
My father wants to take apple to small claims court, what is everyones thoughts on this? Would they just settle and repair the system? Or would they actually fight it?

Hmmm.... depends.... if they can prove that it wasn't a design or manufacturing fault... you'd loose...

Hope you get it sorted though...

Just out of interest, isn't it covered by insurance?? House and contents?? I personally have insurance for my PowerBook that means that if it's damaged (in anyway, either in the home or outside of place of work) then it get's repaired on the insurance policy... It's a true god send and IMHO a necessity on a portable computer when they are more liable to get damaged!

Applecare is only there if parts fail through normal use... such as HD, screens etc etc.... not as a customer repair if a product is mistreated!

[iGav]

Originally posted by Winston Smith
So come on all those people with good news stories lets hear tham!

I'm English, I'm cynical and I believe all after sales insurances are a rip off.

But I might buy a new powerbook WITH Applecare if there was evidence to say it was worthit. It doesn't seem to have been for ectocooler.......

It comes with a 12 month Applecare Warranty as standard... after that 12 month period if it screws up you have to pay the repair costs... Whether it be because a part has failed or if you've dropped it.... Makes perfect sense to me!

Just out of interest do you know how much Apple charges for a replacement screen for a PowerBook??

Applecare is worth it, without a doubt if you intend to keep a machine for more than 12 months....

Also why the ****** would/should I or anybody else who pays for Applecare want to have boosted premiums to cover clumsy idiots that can't look after their machines properly (I'm not suggested ectocooler hasn't looked after his machine, but there is alot of people that treat stuff like *****!!) and expect to get any damage caused by been a total dil on Applecare which is an extended Warranty.... not a 'We'll Fix Your Machine Even If You Sit On It And Slide Down The Stairs You Clumsy Fool Policy'.... :rolleyes:

[ectocooler]

It would be one thing if I was throwing my iBook around the room, but thats entirely not the case. I baby the hell out of my iBook. Its my first mac. I know why my iBook broke. The port isn't designed to be plugged and unplugged as much as I was using it for. Perhaps apple is planning on students using the computer on a wifi campus? Maybe? Well, mine isnt. So that means you sit down, you plug into the jack thats nearest to you. Then you unplug, walk somewhere, and repeat. Where does apple determine overuse?

EVERYONE READ THIS (Proof of apples horrid design for the ethernet jack): Have any of you noticed the little plastic prongs on the ethernet jack? A friend of mine got his cord ripped out of his ethernet jack. Clearly his fault. However, Apple, as he was told by a rep, designed the ethernet jack so that if the cord gets tugged hard, those plastic prongs break off and the cord comes out, to prevent it from falling, and breaking. Well when those prongs break off, theres no way to keep the ethernet jack in the machine any longer. Do you know what that means? THE ENTIRE LOGIC BOARD GETS REPLACED. THATS RIGHT!! Thats apple's safety feature! The rep told the guy "oh its better to do 700 dollars of damage than to do 1000". Apple purposely designed the ibook to break easilly and require a 700 repair. Maybe if they were the slightest bit intelligent and slightly less greedy, they would have made the ethernet port a repairable part, so the repair would be under 100 dollars instead of 700.

As for the port being plastic...my roommates computer is a dell, and what I'm refering to is that he has a metal casing around the port. Yes, the inside is plastic, but the metal casing strengthens the actual fixture. Dont think im defending dell or anything, but this is a design plus over my plasticy ibook.

[ectocooler]

Originally posted by iGAV
Applecare is worth it, without a doubt if you intend to keep a machine for more than 12 months....

The only way applecare is worth it is if you plan on calling tech support. As I was told by apple and it clearly says in the applecare policies, applecare doesnt cover anything that goes wrong unless they cant prove you had a part in it.

Apples support is so awful, I can't believe it. With apple, the customer is always wrong. Thats so true.

[VIREBEL661]

Originally posted by ectocooler
Wow you really got lucky! I've called apple many times now in regards to this issue. They always forward me to a senior tech and the senior tech shuts down any willingness to repair. They absolutely will not budge on this, they've told me so and they've told me to stop trying. I was told to try 1800WEFIXMACS by small dog electronics because apparently they do component level repairs, but either way, it wont be covered under warranty.

They dropped the ball - make sure you call and complain frequently! ALSO (important), mention you recently switched from Dell, and you had no trouble with repairs from them, and are very disappointed with Apple's customer service... I had a similar problem with a Multi Scan 15" monitor years ago... They actually paid for the shipping and everything to have it fixed! Very impressed with their customer service at that time (the monitor was like 3 or 4 years old - way out of warranty)...

[VIREBEL661]

ALSO - if you recently purchased this item from CompUSA, you may have better luck with complaining to them about it - talk to management, district or regional... Just say it was defective - don't mention the amount of use - just say it came loose for no reason... A girlfriend of mine bought an iMac a couple of years ago, after a couple of months the CD-R stopped working, she traded it for a new iBook!!! I think it was purchased from the Good Guys or something! You COULD threaten a lawsuit of some sort to Apple or CompUSA - they'll replace it, guaranteed!!! I used to work in retail executive management - that's how it works!

[iGav]

Originally posted by ectocooler
The only way applecare is worth it is if you plan on calling tech support. As I was told by apple and it clearly says in the applecare policies, applecare doesnt cover anything that goes wrong unless they cant prove you had a part in it.

Apples support is so awful, I can't believe it. With apple, the customer is always wrong. Thats so true.

Now I've had bad service from Applecare and I've had totally absolutely blinding service as well...

Now Applecare is worth it.... For example.... 2 year old PowerBook... Screen develops major fault (dead pixels and lot's of them, it happens on older LCD's) then Apple will replace that screen.... under the Extended Warranty!!

Another example. Try to turn your machine on and it doesn't start up because the hardrive is dead.... they will replace it under the Extended Warranty!!

Both of the above repairs cost more (alot more) than the actual initial cost of the extended AppleCare warranty.... plain and simple...

Now true it could be argued that you could always buy your own HD and fit it yourself and save on the Extended Warranty in the first place... but it'll still cost you to purchase that HD, and then say you suffer the screen failure and then say your graphics card dies a year later.... Applecare WILL cover that.... plain and simple! If you don't have Applecare tough *****!! If you happen to smash the screen or sit the laptop on a giant magnet, then of course they aren't going to replace the above products because it wasn't a manufacturing fault or failure!

If you didn't abuse your iBook, then you have nothing to worry about... sue em....
:rolleyes: :eek: :D

[iGav]

Originally posted by VIREBEL661
You COULD threaten a lawsuit of some sort to Apple or CompUSA - they'll replace it, guaranteed!!! I used to work in retail executive management - that's how it works!

Yeah.... 'guaranteed' !! :rolleyes:

Very risky.... errrr.... especially if Apple (etc) can prove that it isn't a design or maufacturing fault and the damage is the result of abuse... (again not that ectocooler's iBook is)...

Then watch as they stamp you into the ground....

[mkubal]

I would suggest that you get in contact with a local Apple repair shop (not Apple) and see if they have a second opinion on repairing the jack. Surely there is some way to rig that thing without having to replace the entire logic board. That seems stupid.

If that gets you nowhere then I would suggest you keep calling Apple until they give in. And if that doesn't work you should take them to small claims court.

Matt

[ectocooler]

Thinking about it more now, small claims court sounds like a bad idea just because of all the legal fees. They would be more than the repair cost. Apple has already determined after looking at my ibook that it is "abuse", and since they created the definition of abuse, theres no way for me to fight that.

"Thats not abuse!"

'YES IT IS WE'RE APPLE. ABUSE = USE, DONT LIKE IT? DON'T BUY IT"

There is an apple authorized repair place down the street from my school. If apple ever decides to give me back my ibook, I will try to take it to them an explain the story. Maybe I'll get better luck from them. I've already tried complaining to CompUSA. Apparently they're on my side since they agreed the repair should be done free of charge, but Steve Jobs steped in and said no, so theres nothing they can do.

Its bad enough that they arnt repairing my laptop, but whats far worse is that I STILL DONT HAVE IT BACK, BROKEN OR FIXED. They've held on to it now for just under a month. They didnt notify me at all to tell me they wernt covering it, the just put it on the shelf. Bad form apple. You never cease to amaze me with your horrid support.

[MacFan25]

Well, etocooler, good luck with the ibook. it sounds like you are going to need it.

like someone said before me, i would look to see if insurance would cover it.

[DeadlyBreakfast]

Oh man....Im sorry you are having so many problems. I had a problem with my hard drive a few months back. I didn't take it back to Comp USA where I bought it, I called Apple and dealt with them directly. If I rememebr corretly it took about 5 days to get it back. It was a failed hard drive and not only did I get it back quickly but I got a 40 gig installed instaed of my 20. That made me smile big time. I have nothing but good things to say about Apple's tech support / customer service dept. I think if you had gone to Apple directly you might have had better luck (I know, woulda shoulda coulda..sorry man). Not that I dont trust CompUSA Apple staff, as a matter of fact I have the utmost trust for my Apple guy (Mt Laural NJ) Jamie . He has always been really honest and helpful no matter how much I bug him ....

[3-22]

Have you done anything in writing??

I think a lot of time they will say anything just to get you off the line, you need action from the managers...

I don't know if this will work at apple but I have had good luck...

- Call and get names Directors, the Customer Support Manager, Repairs Manager, customer complaint PO boxes, etc.

- Call the corporate number and get mailing addresses for Officer's, VP's, etc. use Yahoo Financials to get the details on everyone... Send it to Gore and Jobs if you can...

- Also don't forget to drop a few letters to CompUSA executives too.

Write a letter (and mail it everywhere) explain to them you purchased the Applecare in good faith, and expected with normal wear anything breaking would be repaired. Tell them you will also be writing the BBB and other consumer fraud organizations.

This still might not work but if you make enough stink they may eventually cave in. It's worth the time and postage to try in most cases. Taking the time to write letters and mailing them all over will get much more attention then phone calls everytime.

[cubist]

Originally posted by ectocooler
... However, Apple, as he was told by a rep, designed the ethernet jack so that if the cord gets tugged hard, those plastic prongs break off and the cord comes out, to prevent it from falling, and breaking. ...


OK, everyone: Get a short ethernet patch cord and a female-female coupler (straight thru, no twist). Do the plugging and unplugging into the coupler; leave the short cord and coupler connected to the computer.

If you were in Northern Va., I'd be happy to take a crack at fixing it for free. It can't be that hard to replace a PC-mount RJ45 jack.

Frankly, I think Applecare is a waste of money. If Apple wasn't making money on it, they'd either raise the price or stop offering it; so it's like a lottery ticket - bad for most people, good for a few.

[iJon]

Originally posted by cubist
OK, everyone: Get a short ethernet patch cord and a female-female coupler (straight thru, no twist). Do the plugging and unplugging into the coupler; leave the short cord and coupler connected to the computer.

If you were in Northern Va., I'd be happy to take a crack at fixing it for free. It can't be that hard to replace a PC-mount RJ45 jack.

Frankly, I think Applecare is a waste of money. If Apple wasn't making money on it, they'd either raise the price or stop offering it; so it's like a lottery ticket - bad for most people, good for a few.
im gonna have to disagree with you. i am probably around applecare encounters more than most. applecare is good for almost everyboyd i encounter. yes there are the occasional few. in most all my encounters, dont drop it, dont spill anything on it, and dont get a lightning strike and your set.

iJon

[SBG88]

This one is easy, maybe. You need to do a little researching. I had some trouble with a TV I bought which the business totally refused to negotiate with me.

I wish I can remember who I called, but, start with the BBB. I believed they referred me to a Consumer ( I can't remember) division run by the state.

My helper (its all they do) after explaining the situation contacted the store for me. He called me the next day and told me they are going to be more than willing to do whatever you request. And they did no questions asked. This was after the store manager told me he would not refund or replace under no circumstances and I would have to take them to court.

Do some research. Be diligent.

[MacBandit]

Originally posted by cubist
Frankly, I think Applecare is a waste of money. If Apple wasn't making money on it, they'd either raise the price or stop offering it; so it's like a lottery ticket - bad for most people, good for a few.

First off I have never bought AppleCare. I have never had an Apple that gave me any troubles in the first year that indicated I might want to extend the coverage time.

I think more people need to take my tactic. The reason Apple can continue with AppleCare is it's like any extended insurance policy most people will have thrown there money away and never need it. It's really just a small percentage of those that buy that will ever actually use it. That is why Apple promotes it so much.

[ectocooler]

We'll i have my ibook back. But get this:

I stop by my local mac authorized retailer down the road here today. I tell him the story and he stops me half way through and walks over to his computer, opens his email and shows me a mail DIRECT FROM APPLE. It states that all retailers MUST BE AWARE that NO ETHERNET PORTS WILL BE FIXED. This was sent to every apple retailer this morning. Apparently, the guy said MANY MANY MANY ibooks have been breaking in the same way as mine and apple wants to make it clear, NO REPAIRS.

I'm going to file a complaint to the bbb. It looks my last / only hope is airport. I'm going to ebay it, so it will be like 60-80 for the card, and 99-170 for the base. What is the difference between the graphite and the white base and do I need to spend the extra $$ for the base.

[MacBandit]

Originally posted by ectocooler
We'll i have my ibook back. But get this:

I stop by my local mac authorized retailer down the road here today. I tell him the story and he stops me half way through and walks over to his computer, opens his email and shows me a mail DIRECT FROM APPLE. It states that all retailers MUST BE AWARE that NO ETHERNET PORTS WILL BE FIXED. This was sent to every apple retailer this morning. Apparently, the guy said MANY MANY MANY ibooks have been breaking in the same way as mine and apple wants to make it clear, NO REPAIRS.

I'm going to file a complaint to the bbb. It looks my last / only hope is airport. I'm going to ebay it, so it will be like 60-80 for the card, and 99-170 for the base. What is the difference between the graphite and the white base and do I need to spend the extra $$ for the base.

Whoa if that's true Apple better due something or they will have a class-action law suit on there hands.

[Abstract]

Just read this entire thread. Wow is all I can say. But like another person suggested, have a Consumer Protection Agency call them on your behalf. Even if they say that their policy is that theywon't fix Ethernet ports, the email was only sent out recently, not when you sent your laptop to Apple.

Why is the ethernet port not covered? If its not in your policy, and the email wasn't mailed until after you sent your machine in for repairs, then tell that to the BBB (or whomever) as well. DON'T tell them about your 6x a day plug-in-plug-out usage. Say it broke. Be concise and don't tell them stuff like that, which may hurt you. Why tell them more than you need to? You're arming them with information.

[makkystyle]

Macbandit,

The powerbook has metal on all ports except the telephone jack. And as far as I can remember the ethernet port on my old (3 years ago) Compaq laptop was metal also.

[mkubal]

Originally posted by ectocooler
We'll i have my ibook back. But get this:

I stop by my local mac authorized retailer down the road here today. I tell him the story and he stops me half way through and walks over to his computer, opens his email and shows me a mail DIRECT FROM APPLE. It states that all retailers MUST BE AWARE that NO ETHERNET PORTS WILL BE FIXED. This was sent to every apple retailer this morning. Apparently, the guy said MANY MANY MANY ibooks have been breaking in the same way as mine and apple wants to make it clear, NO REPAIRS.

I'm going to file a complaint to the bbb. It looks my last / only hope is airport. I'm going to ebay it, so it will be like 60-80 for the card, and 99-170 for the base. What is the difference between the graphite and the white base and do I need to spend the extra $$ for the base.

So did the repair guy say he couldn't fix it for any cheaper or what? I was thinking you could take it there to try to get a better price. Any better offer?

Also, I thought that there was a way to run an ethernet cable through a USB jack by using a converter of some sort. In fact I'm sure of it. But it might only be supported for Windows. You might want to check that out because it would be a whole lot cheaper than airport.

Matt

[MacBandit]

Originally posted by makkystyle
Macbandit,

The powerbook has metal on all ports except the telephone jack. And as far as I can remember the ethernet port on my old (3 years ago) Compaq laptop was metal also.

The entire housing of the jack even around the contacts or just the face of it?

[Kwyjibo]

ecto you don't need an airport all you need is any 802.11b basestation. I got mine for liek $70 around christmas so shop around for the best range u can find especailly since u jsut got screwed over. Also i think you will love 802.11b once u get used to it.

[patrick0brien]

Originally posted by ectocooler
...BE AWARE that NO ETHERNET PORTS WILL BE FIXED...NO REPAIRS.

-ectocooler

Good! Maybe they'll replace the Mobo instead after you sic the BBB on them.