Is this a normal Apple experience (I think that Apple sucks)

[Canerican]

I'll try and keep this one brief.

In the past year I have gone from Mac lover to just about loathing Apple, and it all came to a head for me today.

I bought my MacBook in June 2006 for college, after about 2 months of constant problems and going to the Apple store at least 5 times they gave my a brand new computer, they even gave my an upgrade for free, this was September! (Dual Core to C2D) So I was really happy with my experience. (If you care my Logic board was fried, the processor was overheating, and the bottom bezel was discoloring and needed replacement).

Skip ahead two months. I am at my house showing a guy how great my Mac is when the computer dies. Fried harddrive - a few other various problems. They tell me that this isn't normal and I shouldn't lose my laptop again, so they give me a new one. The manager was great and apologized I was more than happy. At the same time I upgraded my computer figuring that it might save me another broken Mac, I paid $200 on top of the $1100 I had already spent. This was in December 2006.

Today I just got back the Apple store, it has to be at least my 20th visit since June for repairs (it is a half hour drive from my house so I don't go for no reason, its a real pain in the butt). My screen looks like crap, the corners are dark as is the middle/bottom part, some parts of the screen are REALLY bright. After talking with the Genius support tech he agrees to replace the screen. Also the part where you plug the MagSafe power adapter is bad, he is replacing that too.

I am obviously upset because a) I just spent an hour and a half of my life inside the Apple Store in the Walden Galeria (I must be at 25 hours in that store by now) b) I am losing my computer for ANOTHER week. I am in college, this is NUTS.

So I ask to speak to a manager, the manager never really greeted me, just asked what my problem was I explained to him that I have gone through three MacBooks, all I want is to moved to the front of the repair queue. No. They can't do it. Can they alliviate the situation? He asks me what I want, I told him that I want the situation rectified in a better way, because what I have been going through is unacceptable. According to Tony (the manager) Apple is a great company and almost nothing like this happens to any computer. I ask him how this helps me since this happens to every computer. He tells me that Apple is better than Dell, and then he decides to say, "er, I mena other computer companies."

I got absolutely nowhere with him so I said just make the repairs. Right before I leave the repair guy who was otherwise great tells me that he is doing me a favor by making this warrentee repair.

Good way of saying thanks for your business.

EDIT: I had actually forgotten a big part of the frustration. The Genius asked me when I had a break so the repair would be more convienient. I said I finish school December 13, but my warrentee is up on Dec. 9. I said is there any way that you can do the repair then even though the warrentee will have just ran out. He said that I could pay $250 and get AppleCare.

[dogtanian]

wow, bad experience. To be honest if I was in your position I'd say the same.

So you gonna fight through or are you pretty much done with Apple then?

[Wayfarer]

I wouldn't call this a "normal" Apple experience...

[Canerican]

wow, bad experience. To be honest if I was in your position I'd say the same.

So you gonna fight through or are you pretty much done with Apple then?

Well, right now I honestly don't want anything to do with Apple, I am very upset. If they do something for me, I might consider forgiving them yet again. But I think that my Apple days are over.

2 computers, 4 iPods so far in 3 years of Apple.

Love the OS, love the iPod, but I won't deal with a company like that - and it does upset me knowing that I will be forced back to XP (that makes me sick to think of it).

[Foxglove9]

You must have done something to PO Steve Jobs. heh. Honestly though, that's a very very rare experience.

[crackermac]

I would be rather pissed myself if I had that many problems. Do you think you will get better service with someone else though.

[OttawaGuy]

Email sjobs@apple.com and tell him - may help resolve your issue.

[Ryan5505]

Write an email to this address: applestoreinfo@apple.com

I once went to the apple store and was told it was going to cost 1100 for repairs. I contacted apple, explained the situation.

I then received this email:
Dear Ryan,

Thank you for contacting Apple.

Apple has issued Return Material Authorization (RMA) number 7403115514 for the PBG4 on your order number W139315**. We have also sent you a prepaid FedEx online label to rrhelmst@****.edu. In this email, you will find instructions for printing out your shipping label.

Please pack the item along with any cables and documentation in the original packing materials. Then, using the label you have printed out, ship the package to this address:

Apple
Attn: #7403115514
2811 Laguna Blvd.
Elk Grove, CA 95758


We have replaced your order under sales order number 70215237**.

We are shipping your replacement order to the following address:

 Ryan H
**** Sterling Forest Drive
**** NC *****


The estimated ship date of your new PBG4 is on or before 8/03/05.

You will receive an email confirmation of shipment at rrhelmst@****.edu.

We apologize for any inconvenience this may have caused.

Sincerely,

Maybe you will get better service going this route.

[CalBoy]

OP, your situation does seem unusual, if not rare. I think what you've had happen to you is worthy of lemon-hood. You described that the newer macbook (the one that was given to you after the first logic board got fried) experienced more problems soon after right?

If this computer has had more than three major problems, then it qualifies for 'lemon' status in most states. I suggest you look up the Lemon Laws for your state, and email Apple about it. Explain to them that you believe you deserve a brand new macbook ASAP (say you're willing to pick it up in person, as shipping would/could take over a week to get to you).

In addition to this, I suggest you buy Applecare. I normally don't suggest people buy extended warranties, but your luck seems to be bad :( In your case, it would probably be a worthwhile investment.

[Canerican]

OP, your situation does seem unusual, if not rare. I think what you've had happen to you is worthy of lemon-hood. You described that the newer macbook (the one that was given to you after the first logic board got fried) experienced more problems soon after right?



To be clear, I have gotten three completely new computers
1) The Logic Board was fried
2) The HDD died
3) The one I have now (Bad battery (under the Apple replacement program), bad MagSafe plug (both parts, the wall plug and the part that is actually attached to the computer, bad screen)

Do you think that qualifies as a lemon in NY state?

Thanks for the advice, you'll should be working at the Apple Store! ;)

[CalBoy]

To be clear, I have gotten three completely new computers
1) The Logic Board was fried
2) The HDD died
3) The one I have now (Bad battery (under the Apple replacement program), bad MagSafe plug (both parts, the wall plug and the part that is actually attached to the computer, bad screen)

Do you think that qualifies as a lemon in NY state?

Thanks for the advice, you'll should be working at the Apple Store! ;)

Are you sure Apple replaced your entire macbook when the HD failed? Usually Apple will only replace the HD itself (as this will only cost them ~$50).

Also, with the 3rd problem set (I don't know what else to call it :o), it seems like Apple would have replaced your AC adapter and battery and repaired the part of your charger that's on the macbook.

Either way, I think you have three problems on the same computer. If we take only #3, we can see that you have 1) a bad battery, 2) a bad AC adapter/connecter, 3) a bad screen. However, I honestly think that the HD was a problem on the same computer as well, so this should make it four problems on the same computer. Use the email addresses given to you above, and call Apple's 800 number.

You should get a brand new computer out of this, as this particular macbook appears to be plagued with problems.

[gnasher729]

EDIT: I had actually forgotten a big part of the frustration. The Genius asked me when I had a break so the repair would be more convienient. I said I finish school December 13, but my warrentee is up on Dec. 9. I said is there any way that you can do the repair then even though the warrentee will have just ran out. He said that I could pay $250 and get AppleCare.

I can understand that it frustrates you if you are told to pay money in this situation. However, if you check what people advise MacBook buyers to do, it is exactly what was recommended to you: AppleCare will cover you for three years from the purchase of the MacBook and can be bought as long as it is within the original warrantee. So I recommend to anyone who buys a MacBook wait 11 months to see how things go, then to buy AppleCare after 11 months if there have been problems with the MacBook, and to not buy it if there were no problems.

In your case, I would obviously advise you to buy AppleCare. Not just for the small convenience that you can get a repair on Dec 13th, but for the big convenience that you can get more repairs for the next two years.

[Mundy]

I'm sorry, but if you're still having all these problems after having your computer replaced twice, I'd start to wonder if the problem wasn't with the hardware, but the user.

[gnasher729]

I'm sorry, but if you're still having all these problems after having your computer replaced twice, I'd start to wonder if the problem wasn't with the hardware, but the user.

That is possible. However, if we assume that 5% of Mac are problematic, which would be an excellent number compared to industry average, then one in 8,000 customers will have huge problems on their first, second and then the third computer.

[Sun Baked]

I love lemon law, as soon as somebody speaks those words -- the company is allowed to terminate all further service and contact with the customer, and it is all handled through the lawyers.

[Maxiseller]

I'm sorry, but if you're still having all these problems after having your computer replaced twice, I'd start to wonder if the problem wasn't with the hardware, but the user.

This is part of the problem however; the manager is clearly insinuating that the situation is "too rare" thus the user must be to blame.

In reality however, the user is out at considerable expense (travel, wasted time, and no computer) and still hasn't got a working model.

I'm sure that that the OP wouldn't fabricate this story for no reason. Give the guy a bit of credit.

[Canerican]

I'm sorry, but if you're still having all these problems after having your computer replaced twice, I'd start to wonder if the problem wasn't with the hardware, but the user.

I can see how you would think that, but I can tell you that I am at least an intermediate user, and I know how to treat a computer.

I also know that I got a new computer after the HDD because I got a new box from the back and then gave them my old computer and the box. I will contact Apple tomorrow and keep you guys informed as to how it it goes.

Also there seems to be some confusion, Apple has my laptop right now, but I will push for a new laptop. Should I call the regular customer service number?

[Sayer]

Laptops are notoriously easy to damage by users in the repair tech world. I fix Gateway laptops and a lot of problems are directly user-related. Granted there are some design flaws that are repaired no-questions-asked, but by and large a portable computer is going to be more likely to get damaged during "normal" use than any other computer system.

If you give the laptop a good smack while the HDD is reading/writing you can literally gouge the actual "disc" in the drive rendering it dead. Sometimes a few sectors may be "bad" and the computer won't run properly after a while (easy fix as long as no critical file was in the bad area). It happens, its a laptop, you can't knock it around. This is why Apple created MagSafe (they should make one for audio ports, I replaced a lot of mobos because the audio jack was broken by yanking on a plug).

Bad RAM was a culprit a lot of the time, usually cheap-o OEM-installed RAM and occasionally third-party after-market RAM. Bad RAM can cause random crashes or hangs on boot.

MagSafe is a design flaw, overheating may have been a cooling issue, or as I often saw first hand the fan/heat sink gets clogged with dust/lint/hair and stops working causing random shutdowns/overheating. Simply laying a laptop on a pillow/soft bed can block the vents enough to cause overheating.

All I am saying is that a lot of laptop problems are from actually using the laptop somewhat improperly, and the rest are just random bad luck.

Buy AppleCare for any new laptop, even if you spill your Coke all over it you can get a fixed laptop (if AppleCare covers accidental damage).

TIP: When you send it in mention EVERYTHING wrong; they will be obligated to fix any cosmetic problem you specifically mention as well as mechanical/electrical problems.

[Mindflux]

Love the OS, love the iPod, but I won't deal with a company like that - and it does upset me knowing that I will be forced back to XP (that makes me sick to think of it).


drama drama drama, run ubuntu if "xp" makes you sick to your stomach.
:rolleyes:

[CalBoy]

I also know that I got a new computer after the HDD because I got a new box from the back and then gave them my old computer and the box. I will contact Apple tomorrow and keep you guys informed as to how it it goes.

Also there seems to be some confusion, Apple has my laptop right now, but I will push for a new laptop. Should I call the regular customer service number?

Hmmm. That's very interesting that you got an entirely new computer o.O For Apple, that costs a lot more than simply replacing the drive for you. I'm really confused as to why the genius did this, unless he discovered another problem and didn't tell you about it? Either way, your current macbook qualifies for 'lemon' status, so call Apple's customer service number pronto. Just use the regular one and tell your story to as many levels of "supervisor/manager" that exist. Eventually, you will get a new macbook. However, remember to be polite and respectful. :)

[skye12]

Sure you not leaving something out? No one has this many problems.

[CalBoy]

Sure you not leaving something out? No one has this many problems.

As someone above mentioned, the probability is actually quite strong. Assuming that 5% of all macbooks are defective in some way or another, 1 in 20 will get one bad macbook, 1 in 400 will get two bad macbooks, and 1 in 8,000 will get three bad macbooks.

As we know, far more than 8,000 macbooks have been sold so far, so the chances of a few people having three bad ones are present, and the OP happens to be one of the unfortunate ones.

Help him, or don't, but don't accuse him of being irresponsible when he's given us no indication of being so (especially since most of his problems were quite common to the macbook line up till now; the AC adapter, HD failure, battery, etc).

[chicagdan]

I'll try and keep this one brief.

For you, the situation sucks. For the general population, the question is how typical is this experience and how does it compare to other computer manufacturers. I agree with you about iPods ... until the introduction of the video iPod, quality was spotty. I swapped out four iPods in one year, the HDs were pathetic. Since then, however, quality has improved markedly.

In contrast to your MacBook situation, I present my 12" PowerBook. I've had it for 4 years, 4 months and I've abused the hell out of it ... dropped it at least a dozen times. Today I installed Leopard on it without a hitch. It still has it's original battery, which runs for more than 2 hours. It's unbelievable how durable this machine is, I wouldn't be shocked if it were running perfectly in another 10 years.

The question is, whose situation is closer to normal?

[jackc]

It's all sunk costs now, just keep buying more, you'll be fine.

[One-On-One]

I agree with this. Just do it until you get some answere's. In fact i would call cupertino directly

Email sjobs@apple.com and tell him - may help resolve your issue.

[PaThKu]

email stevejobs (his 1stname @ mac.com) seriously, he actually responds to people, he may help you out?

[elisha cuthbert]

BUY THE APPLECARE

if you've had all these problems so far, i would definitely recommend getting the applecare, because you never know what else could happen

[MicBook]

I have never heard of this happening before I have had my MBP for a year now and have had no problems with it and I must say I am not the nicest of people to my computer

[Sedulous]

I have not ever heard of a single user having so much trouble. This does not mean to suggest that you have not experienced serious misfortune but you have to understand where Apple is coming from... you seem to be well outside the curve and therefore, seem unbelievable. Do you have other computers at home or school? Perhaps your power is very bad or a roommate's drool has been the source of problems.

[CanadaRAM]

Buy AppleCare for any new laptop, even if you spill your Coke all over it you can get a fixed laptop (if AppleCare covers accidental damage).

Completely inaccurate. Applecare is void if you drop and dent your machine, or if there is any indication of liquid inside the machine.

[nmamur]

in my opinion, and im sure many people will agree, applecare is almost required for laptops. It makes no sense to buy a 1500 laptop and not pay another 250 to protect it for 3 years.

[cohibadad]

it has to be at least my 20th visit since June for repairs ... (I must be at 25 hours in that store by now)

I don't doubt the OP's story. A certain percentage of hardware problems are inevitable and a certain percentage of multiple hardware problems are also inevitable. I would suggest a couple things:

1. Hardware problems happen to all manufacturers. I don't think you will find better support anywhere else than what you received. You would probably just find fewer hardware problems and never have to contact support like most people.

2. I would shy away from making statements like the above I quoted. It makes you sound like you are exaggerating and never helps to convince anyone. If you call Apple, and I would suggest that you do, just detail the number of problems and current problem and ask for assistance.

[CalBoy]

It makes no sense to buy a 1500 laptop and not pay another 250 to protect it for 3 years.

It makes perfect sense not to get it as well. It's no secret that extended warranties have profit margins on the order of 40-60%, and that they are a cash cow for most computer/tech companies these days. If we take the statistical average of all computers with Applecare and compare that number to the number of computers that required service, we would see that Applecare is a great idea for Apple. How great of an idea it is for the average consumer is relative. In the OP's case, I think Applecare makes perfect sense because he's had such bad hardware reliability thus far. It also makes sense if you know that in 2 1/2 years, you won't be able to replace your computer in the event of failure. Otherwise, from a statistical standpoint, not buying Applecare makes perfect sense.

However, I digress; this thread is not about the worth of Applecare ;)

[Canerican]

I would shy away from making statements like the above I quoted. It makes you sound like you are exaggerating and never helps to convince anyone. If you call Apple, and I would suggest that you do, just detail the number of problems and current problem and ask for assistance.

Normally I do as I am in management right (my job is, so my major) so I have learned the hard way not to exagerate at all, if not understate problems like this. Unfortunately, I am not exagerating.

@Sedulus

I live at home and my family is very proper, they don't even touch my MB.

I emailed the two addresses people gave and one came back as undeliverable (the applestoreinfo@apple.com one) but I am still waiting for an email back. I'll try and call today but I have a test later on and I have to download a bunch of stuff to study from onto my parents PC :(

And I agree, I won't buy AppleCare, I replace my computer every two years anyway. Even with a big defect I should get $500 for the parts if I do it right (In a year). So I have a $1400 laptop, takeaway $500 as the minimum I will get for it if it breaks again, takeaway $250 for AppleCare, I am essentially insuring $650, which isn't worth it.

[Herzart]

You don't think you kind of wore out your welcome? I do not know what you are doing or maybe you are static electrically charged all the time but that kind of luck does sound like you have to take a look at your habits as well. I think your story shows Apple bent over backwards and when you wen to the well one too many times just they said no. I have been buying Macs for over 20 years and each one gets better and better and LIVE LONGER than the predessor. If you want to save some money there is a bug ridden Windows machine waiting for you and it's on sale!

[Canerican]

You don't think you kind of wore out your welcome?

Was that a serious question? I hope it was sarcasm, but I can't tell.
No I do not. The machines were defective, let me put this into perspective. In the three years that I have been driving I have owned three cars, one used two new. I took my Scion in one time for a warrenteed repair, my Charger has only been brought in for scheduled maintenance, and my first car was a 1977 Triumph, so obviously it had no warrentee. I own a Dell PC and a whitebox PC and I have never taken those in for repairs. My sister has an HP laptop, my Dad has an IBM, I maintain both of them and haven't had an issue. So no I don't think I have worn out my welcome. Apple unknowingly sold me defective computers.
Herzart, if they weren't defective why have they never turned down a repair? Why have they apologized to me the past two times for the defectiveness in their machines? If there was no problem there would be nothing to fix. And in all honesty, I don't care if they hate me at the Apple Store, I will keep going back untill I get the functional machine that I paid for. I will not fork out another $1400 in order to get the machine that I paid for in the first place.
And its not about saving money Herzart, I pay better money in order to get a better product. Apple fooled me once if I follow your logic, therefore, I should try and make sure that no one that works for me and asks me for computer advice, or anyone at my church, or anyone that I ever meet gets fooled into buying a Mac ever again. Right? Because it seems to me that you think that having a working Mac is a privilage, not a right? Is this a common mindset amongst that Apple community, I hope not, or else Apple is screwed.
And they haven't "bent over backwards," if they did I wouldn't be writing this post on a PC.

maybe you are static electrically charged all the time
Tell me how the heck A) this is possible, B) it matters. Everyone has to have a charge on them at all times unless they are grounded, Apple knows this. Either way, static electricity does not affect my bezel cracking up, my screen turning to crap, or my battery and HDD dying. If I was opening the computer and playing around with components, then OK, it is reasonable, but I am not treating my computer in this way, I haven't ever even opened up the bottom bezel.

[Mundy]

That is possible. However, if we assume that 5% of Mac are problematic, which would be an excellent number compared to industry average, then one in 8,000 customers will have huge problems on their first, second and then the third computer.

I bow down in light of your superior math skills. ;)

Whatever the case, I hope the OP gets everything straightened out. I have had one bad Apple laptop before, and it's not fun. But in the end Apple made everything right. Hopefully the same thing will happen here.

[ClassicBean]

Walden Galleria? I don't know whether to feel sorry for you because of your Apple experience or because you live in Buffalo...

[Canerican]

Walden Galleria? I don't know whether to feel sorry for you because of your Apple experience or because you live in Buffalo...

Both fortunately when I graduate I have a marketing job lined up in Virginia.

Back on topic :D

They have had my laptop for nearly 72 hours and haven't touched it. (I called)

I have asked Apple to extend my warrentee for 6 months, no. I asked them to extend for the 3 weeks they have had it... Maybe. In all honesty, I don't think Apple sucks this much. That is why I am so bothered. When my Netgear router failed within warrentee, I expected them to suck, so I never even bothered to complain. When Benq moniter started getting stuck pixels left and right, I put it in the trash where it belonged. Apple was supposed to be different - and they were. Now Apple is acting "one of the big guys who doesn't give a rat's be-hind about its customers."
I figured that Apple would do something, I have read about Apple fixing the problem and then giving a guy an iPod Nano, or an Apple TV, or at least an apology. I am just discouraged. As much as I love my Apple, I hate the people at the Apple store here. I might go Syracuse or Pittsburgh next time. I don't know.
I am just really angery and disappointed.

I would like to thank everyone who has posted. I moderate a fairly large forum, and we dream about guys that are as great as you. Apple certainly attracts intelligent fans.

GBCW (no I don't like the Daily Kos, but that seems fitting)

[dernhelm]

Email sjobs@apple.com and tell him - may help resolve your issue.

Wow! How did _you_ get his e-mail address???
:p;):D

[sailnavy]

Yeah, that's really bad, and also pretty rare. Did you try calling applecare first? Sometimes with the books they will ship you a box and have it turned around in a couple days. I had a questionable experience where the 5th ave apple store scratched the bejesus out of my iMac when it went in for an iSight replacement. Bad experiences happen, but if you call apple care and ask to get elevated, AND are nice about it, they're pretty reasonable. Sorry you had a bad experience, but they happen. I've found that Apple does seem to take better care of the customers than most other companies.

[Canerican]

Yeah, that's really bad, and also pretty rare. Did you try calling applecare first? Sometimes with the books they will ship you a box and have it turned around in a couple days. I had a questionable experience where the 5th ave apple store scratched the bejesus out of my iMac when it went in for an iSight replacement. Bad experiences happen, but if you call apple care and ask to get elevated, AND are nice about it, they're pretty reasonable. Sorry you had a bad experience, but they happen. I've found that Apple does seem to take better care of the customers than most other companies.

That's funny you mention that, because the guy at the Apple Store opened the battery with his key and scratch the back, and he also damaged the thing that you turn to release the battery. The Apple Store and he said that it didn't happen.
I am really looking for someone to slap me and wake me up. I had actaully forgotten about that, and honestly didn't care.

You know what, I am seeing that the local Apple Store is just pure crap. Its not Apple as a whole.

Does anyone on this board live in/near Buffalo? Because I went to the Apple Store in Atlantic City and they were way friendlier. I am just wondering if we just have a bad store here.

I am calling Applecare, and I emailed Steve Jobs' supposed address, waiting on a reply. I am sad, angry, disturbed at Apple. Or as Will Ferrel might say, "I'm in a glass case of emotion! OHHHHHHHHHHHHH BAXTER!"

[Canerican]

I visited my Apple Store today, and the manager (I beleive she was a suprviser, but that is irrelevant) outright refused to check the status of my repair. She told me they had it in the back, and the part was in, but could not give me any estimate. Ding ding! I know that my MacBook is in the back. She told me I could book an appointment (next available was an hour and a half from then) or call Applecare.
I called AppleCare, spoke to three people and then the supervisor, James. He was polite and called the Apple Store and guess what? They can't give me any estimate. I told him I was told 3-4 days. He told me it was an estimate and that the sales person wouldn't say that. He finally conceded that I might have been told 3-4 days. Great. So they will expedite my service! Wrong.

7-10 days.

I will never never buy an Apple again, and I will exercise my right to tell as many people as I can about my story so they don't buy a Mac. I can not tell you how angry I am. I have been called a liar by three people now at the Apple Store. I am selling my MacBook, will never purchase anything branded Apple ever again. :mad:

I went in just wanting a straight answer, and them to live by what they said. I got neither and they will pay for it in lost sales.

[Canerican]

I just got it back... the topcase is cracked now...:mad::mad::mad::mad::mad::mad::mad::mad:

[other]

I'd say you're lucky, considering your computers actually worked for a while. I have received eight defect Apple laptops in a row now. They're giving me a refund. I don't know what to do.

I wish OS X would run on quality hardware so I wouldn't have to bother with this.

[applemaster]

I do agree this is not a normal apple experience. Honestly Apple is the most flexible with repairs and replacing units. The fact you can talk to someone in person makes it easier then trying to argue with someone over the phone. Any other computer manufacturer would say too bad so sad. I gotta ask...what exactly are you using your computer for to have it have all those issues?

I'd say you're lucky, considering your computers actually worked for a while. I have received eight defect Apple laptops in a row now. They're giving me a refund. I don't know what to do.

I wish OS X would run on quality hardware so I wouldn't have to bother with this.

too bad the apple hardware is the same as the rest of the hardware on the market. I know just as many PC users if not more that have had more issues. If you dont treat your computer right it will die on you.

I visited my Apple Store today, and the manager (I beleive she was a suprviser, but that is irrelevant) outright refused to check the status of my repair. She told me they had it in the back, and the part was in, but could not give me any estimate. Ding ding! I know that my MacBook is in the back. She told me I could book an appointment (next available was an hour and a half from then) or call Applecare.
I called AppleCare, spoke to three people and then the supervisor, James. He was polite and called the Apple Store and guess what? They can't give me any estimate. I told him I was told 3-4 days. He told me it was an estimate and that the sales person wouldn't say that. He finally conceded that I might have been told 3-4 days. Great. So they will expedite my service! Wrong.

7-10 days.

I will never never buy an Apple again, and I will exercise my right to tell as many people as I can about my story so they don't buy a Mac. I can not tell you how angry I am. I have been called a liar by three people now at the Apple Store. I am selling my MacBook, will never purchase anything branded Apple ever again. :mad:

I went in just wanting a straight answer, and them to live by what they said. I got neither and they will pay for it in lost sales.

I know many people who have ibooks still that have never had issues, and never have even had to bring them in for a check up. i guess u just didnt have any luck.

[applemaster]

Both fortunately when I graduate I have a marketing job lined up in Virginia.

Back on topic :D

They have had my laptop for nearly 72 hours and haven't touched it. (I called)

I have asked Apple to extend my warrentee for 6 months, no. I asked them to extend for the 3 weeks they have had it... Maybe. In all honesty, I don't think Apple sucks this much. That is why I am so bothered. When my Netgear router failed within warrentee, I expected them to suck, so I never even bothered to complain. When Benq moniter started getting stuck pixels left and right, I put it in the trash where it belonged. Apple was supposed to be different - and they were. Now Apple is acting "one of the big guys who doesn't give a rat's be-hind about its customers."
I figured that Apple would do something, I have read about Apple fixing the problem and then giving a guy an iPod Nano, or an Apple TV, or at least an apology. I am just discouraged. As much as I love my Apple, I hate the people at the Apple store here. I might go Syracuse or Pittsburgh next time. I don't know.
I am just really angery and disappointed.

I would like to thank everyone who has posted. I moderate a fairly large forum, and we dream about guys that are as great as you. Apple certainly attracts intelligent fans.

GBCW (no I don't like the Daily Kos, but that seems fitting)

I will agree that not all apple stores have the greatest service. Some of of the genii can be pompus butt heads, and the managers can sure be know it alls. When ever I have had an issue they have always fixed it without a fight. Apple may have your computer for a few days, last time I had a PC repaired it was gone for 6 weeks. I thinkt he only other place that may fix a computer as fast as apple is dell, even they can take a long time unless you really complain. I really do feel sorry for you and the fact that you've had to go through so many computer over the last year. Apple truly does have great products and they are made no differently then PC computers either.

[Canerican]

I would just like to tell you all what finally happened.

I got my computer back after about a week, the monitor was replaced, the DC-in board was billed as if it had been replaced, but not replaced. I didn't even bother complain. They cracked the topcase when doing the repairs, I went in and the district manager fixed it for me. He did a lousy job, there are giant spaces between the top and bottom case. Again, I didn't complain. I got a new battery because mine was one of the ones recalled, now the DC-in board works all of the time, so that's nice.
I also called the manager at 800-apl-care and told him how everything was resolved, I apologized because I yelled at him, and I asked him to forward my complaint to Apple... He said this (literally), "I'm really busy, I'll do it if I have time. Thanks for calling."

Click. What a pompous a-hole.

I am still unhappy, I will not buy my products at the Apple store anymore, I would prefer buy it at a third party (Best Buy most likely), that way Apple gets less of my money.

I am not happy with Apple. They didn't really do anything right. But its done now, and my MacBook is out of warranty, so thats all done forever

[snickelfritz]

Your experience is probably due to the people rather than the company itself.
You are also very unfortunate to receive so many bad Macs.
This is not a typical Apple experience.

[tdhurst]

To be clear, I have gotten three completely new computers
1) The Logic Board was fried
2) The HDD died
3) The one I have now (Bad battery (under the Apple replacement program), bad MagSafe plug (both parts, the wall plug and the part that is actually attached to the computer, bad screen)

Do you think that qualifies as a lemon in NY state?

Thanks for the advice, you'll should be working at the Apple Store! ;)

Didn't you get your computer replaced?

When the manager asked what you wanted, why didn't you just say a new, working Macbook?

[SimonMW]

These care plans are usually waaay overpriced.

For people in the UK companies are legally bound to repair or service goods under what might be referred to 'a reasonable life expectancy'.

That is to say that although a product such as a television may only be guaranteed for a year. If something goes wrong a month after the guarantee is up they should still effect a repair or replacement as you should be able to reasonably expect such equipment to last more than a year.

If you ever have issues with equipment that are not long out of warranty/guarantee and they go wrong, it pays to look at the details of the consumer law in the country you are in. Quite often you are protected, but companies often take advantage of the fact that many people do not know their rights enough.

[aquajet]

I also called the manager at 800-apl-care and told him how everything was resolved, I apologized because I yelled at him, and I asked him to forward my complaint to Apple... He said this (literally), "I'm really busy, I'll do it if I have time. Thanks for calling."

Click. What a pompous a-hole.

Apple employees are people too and have a life, much like you do. Treat people like dirt, and they are less likely to respond to you. If you don't want to be treated like you were, then don't act like a ******* *-****, as you put it.

I got absolutely nowhere with him so I said just make the repairs. Right before I leave the repair guy who was otherwise great tells me that he is doing me a favor by making this warrentee repair.

Good way of saying thanks for your business.

I've never heard a retail employee -- anywhere -- resort to snarky language like that. You didn't provoke this employee, did you?

[gauchogolfer]

I am not happy with Apple. They didn't really do anything right. But its done now, and my MacBook is out of warranty, so thats all done forever

It may vary from state to state, but if you have a warranty claim for a defective product that you report before the end of the warranty, you have the right to have it repaired even if the warranty 'expires'. It is only new problems that arise after the warranty expires that aren't covered. The important thing is to start the claims process before the expiration date.

[blipstutter]

I've never heard a retail employee -- anywhere -- resort to snarky language like that. You didn't provoke this employee, did you?

What is an absurd statement. I assure you the rest of us have experienced bad customer service and heard retail employees use snarky langauage all sorts of places.

You realize you're blaming the victim here just because you have brand loyalty?

[blipstutter]

1) Apple quality control is seriously crappy.
(I don't care if it's better or worse then other companies, Apple's is rotten)

2) Many of us have had horror stories like this. Perhaps not nearly as drastic, but it's not uncommon to get caught up in disputes with the company over a desire to have a working, functioning computer, under spec., for the length of the warranty period.

3) Federal, and State warranty laws supercede ANY and all company warrantys.

4) The service you get at Apple stores can depend on the store. Here in NYC, I discovered through many repair trips that the Soho store was awful. The mid-town store however was a lot more civilized, though proved to have limits. The phone centers are a problem in their own right. Once you get someone to acknowledge the problem, and agree to fix it, then Apple is usually accomodating.

5) The repairs through mail are much easier. They send you the box, and it's overnighted most of the time. A certain amount of trust that you're representing the issues is involved, and you don't have some jerk off pretending he can't see a problem, or it's within spec. Getting someone on the phone to authorize the repair could, and often does take days and days if not months of screaming to get authorized even with Applecare. Then there are times when one phone call results in white glove service. You never know.

6) There are known issues all Apple employees are aware of with every computer, but are not allowed to admit. They will not be repaired. Apple stores keep a list.

8) In the case of the OP, it sounds like they did go out of their way to replace his computers brand new when typically he should have just had the parts replaced. Especially the hard drive. Typically you would have to have that hard drive replaced 3 times before a new computer. Apple will not replace a computer unless it's the same repair 3 times, or 3 hardware fixes. They do not count batterys, or even hard drives towards this hardware tally. Now that he has more serious issus with the replacement, and he really needs it fixed legit, they think he's a problem customer. Clearly Apple did not handle this right, and the OP should pursue this. You can send a letter to Apple's legal dept. using threatening language, and qouting Federal warranty laws. It takes time but works.

9) Apples sure are great....when they work.

[aquajet]

What is an absurd statement. I assure you the rest of us have experienced bad customer service and heard retail employees use snarky langauage all sorts of places.

Bad customer service can mean several things, but statements which appear to rub salt in wounds, I have never experienced when dealing with a company representative. Maybe that's because I try not to yell at people I don't know when I'm upset. I'll let them know I'm disappointed, for sure...

You realize you're blaming the victim here just because you have brand loyalty?

You know nothing about me or any of my "loyalties". I'm blaming the OP because the OP acted like a two year old throwing a temper tantrum.

Try an experiment. Next time you're unhappy with a product you've purchased, immediately begin yelling at the person trying to help you. See what happens, and report back.

[BrokenE]

Considering all the problems you have had and the poor customer service (and replacing the whole computer when only the HD is bad is just weird), I draw the conclusion that this sub par store has some serious Management issues. It also makes me wonder if the equipment is abused during delivery. I mean getting three machines in a row that have serious issues is tough to do even if you wanted to, statistically speaking. Good luck. Maybe consider buying from somewhere else.

[-Noodles]

As was said there's really no reason for you not to buy the 3year warranty especially if you're a student as it's only 200 and not 250. Its a laptop plenty of things can go wrong with something designed to be compact and taken all over the place so why not get the piece of mind for 3years. Also apple does have the one of the lowest rate of defects on their computers if not thee lowest compared to any other manufacturer dell, hp etc so your experience is extremely rare.

You do know you can simply call apple and request a box for your laptop and ship it to them from your home. I would think this would be faster and less problematic for you. Having a store to go to is a convenience rather than a requirement. I would also assume you'd get a higher level of service if it went directly to a repair center and bypassed the local store jockeys.

My general feeling about the apple stores is that they are retail first and anything else second. So I don't go there for a repair, question, or anything more than buying some software or an ipod - no offense to the people that work there but there aren't many geniuses in tampa.