8 Weeks at Applecare?

[asif3]

Heya Guys & Gals,

Firstly, I thought I better point out I'm in the UK, so AppleCare isnt exactly the same as it is in the US (I presume..)

Anyways, I bought a top of the range 15" Albook in Oct 2003. I got all the mod cons - i.e. iSight, Lacie Porsche Hard drive, etc, just to make sure my PB was always happy. :)

Anyways, in Nov I notice the white spots. I'd read up on the problem, and I noticed people saying Apple didnt have the displays. Well, I thought 'who cares? i'm sure i'll get used to it, and maybe i'll send it in in a few months time'

Anyway, time went by, and I was in december - by this time the spots were getting worse, so I decided I better send it in. Christmas is always a busy time, so I waited till the the start of Jan to part with my little baby, and they collected her on I think the 6th of Jan. Well, it's the 27th of Feb and I dont have it back.

Now, I am very upset. I'm not soo upset becuase Apple are just not bothered about my laptop, I'm upset becuase it's not the sort of behaviour I would except. When I have to tug my old iBook around (snow 700), people are always saying 'Where's that nifty new powerbook of yours?'. It's in the repair shop is what I have to reply :(

Anyways, does anyone know what I can do about this? I dont want to get Apple in trouble, so i really dont want to call trading standards or anyone in. Am I likely to get some form of compensation? After spending £3000+ ($5000+) with them in one purchase, I would hope they could honour their customers.

Whats the likelyhood of them sending me a free iMac? after all 8 weeks *is* a long time :(

Any help would be appreciated.

Cheers,
Asif

[applemacdude]

Have you called Apple back? Usually you have to bother them and they'll hury up

[hob]

I sent my iBook in twice to Apple UK with mixed results. First time the courier came on tuesday, and returned with it on thursday - I was more than happy!!

Second time it was gone about 15 days. It could be a coinscidence, but it came 2 days after I spent an hour on the phone to Apple and got them to upgrade me to a PB.....

I agree with AppleMacDude... try calling them and get them to get their act together - don't pussyfoot around, they're not treating you right, you need your powerbook back - right??

Good Luck!

[m4rc]

Call them. How much contact have you had with them so far? You should be bothering them weekly at least, and make sure they document they call as it is outragous.

As for the free iMac, there is more chance that the guys outside the SF store at this moment will be given a brand new G5 Powerbook free of charge as they enter the store! I wouldn't waste your breath asking, but I would demand the PB back within 7 days or you wants a replacement sent out FOC.

Good luck, and don't be so soft with them!

Marc

[asif3]

Hi People,

Sorry for the delay - I didnt get a reply notification :(

Anyways, I have already spent £100+ calling them at peak times, becuase at all other times they cant do anything. EVERY time I call, they say 'We aren't sure whats going on. We'll phone you back tomorrow'

It's soo frustrating. Sometimes I laugh and sometimes I cry at how ridiculous this is getting. I do appreciate that there is the odd case, every now and again, that slips through the net, etc, But I would expect Apple to recognise their mistake and do something about it.

I've cancelled my order for a 20" cinema display for now. Firstly, because I dont have a PB to use it with, but secondly becuase I dont know if I want to give apple another £1000 after they've behaved like this.

What about if I go to their offices in cork - do you think that might help? I *need* my PB, and tbh I couldnt give a toss if it costs me £100 to get to Ireland - maybe I can get something done that way!

Any help appreciated,

Asif

[asif3]

Oh, and about being soft with them - I cant help it! I think every time they see my call they route it to some polite young lady, who I cant shout at - becuase she's so polite and apologetic!

grrr... :)

[James Craner]

I sent my Powerbook 15" back to Applecare UK last week, they quoted 10 working days to me when I sent it in. For some reason the Bluetooth module had stopped working. This is my second 15" Al Powerbook the first had to be returned to John Lewis in Bristol because of the dreaded white spot problem last year. Hope you get your Powerbook back soon, I will be mad as h*ll if I have to wait 8 weeks for mine to come back.

[Bear]

Hi People,

Sorry for the delay - I didnt get a reply notification :(

Anyways, I have already spent £100+ calling them at peak times, becuase at all other times they cant do anything. EVERY time I call, they say 'We aren't sure whats going on. We'll phone you back tomorrow'

....Document all contact (be polite, bu tindicate you are upset) and send an email to Jobs (steve@apple.com) Usually you get quick response when you do things like this. Jobs may not read the email, but osmeone with the ability to make things happen will read it.

[asif3]

Document all contact (be polite, bu tindicate you are upset) and send an email to Jobs (steve@apple.com) Usually you get quick response when you do things like this. Jobs may not read the email, but osmeone with the ability to make things happen will read it.

Hiya,

Really? I was thinking of doing that, but I didnt want to be 'rude'. Sounds good! It sure would be cool if Steve did read it! I heard it was sjobs@apple.com though - can anyone confirm the correct address?

Thanks,
Asif

[Bear]

Hiya,

Really? I was thinking of doing that, but I didnt want to be 'rude'. Sounds good! It sure would be cool if Steve did read it! I heard it was sjobs@apple.com though - can anyone confirm the correct address?

Thanks,
AsifYou might be right on the address.

As for sending email, I wouldn't do it on something little, but it has been 8 weeks for something that is a relatively easy fix (replace the screen with a good one). Also, point out how much it's cost you calling and the fact that they haven't gotten back to you when they said they would.

[James Craner]

Asif3,

You need to phone up and complain to see what the problem is. My Powerbook went back to Apple Wens last week, but I got it back today. I am pretty impressed with Apple's turnaround. There must be a specific reason for your hold up.

Good Luck!

[asif3]

Asif3,

You need to phone up and complain to see what the problem is. My Powerbook went back to Apple Wens last week, but I got it back today. I am pretty impressed with Apple's turnaround. There must be a specific reason for your hold up.

Good Luck!

Hi,

I think we all know that every once in a while, a company slips up when it comes to support, and I think thats what's happened here. It's probably something trivial, like a number being entered in the support database wrong or something, but whatever it is, it's caused my powerBook to be held for 8 weeks. I know Apple isn't doing this on purpose, they're probably just too ignorant to realise something isn't right..

or am I being naive?

[iGav]

Hi,

I think we all know that every once in a while, a company slips up when it comes to support, and I think thats what's happened here. It's probably something trivial, like a number being entered in the support database wrong or something, but whatever it is, it's caused my powerBook to be held for 8 weeks. I know Apple isn't doing this on purpose, they're probably just too ignorant to realise something isn't right..

or am I being naive?

you're being very naive.... write a letter demanding that they have 14 days to return your PowerBook repaired or replaced, otherwise you'll be taking the matter further (you are within your rights as a consumer to do this).

[asif3]

WOW!

I emailed Steve the other day, telling him about what happened, and how I know these things happen etc..

I just got a call from an Apple UK executive, who said that Steve had contacted the Apple UK office personally regarding this matter, and he said that he is just going to find out what the status of my repair is, and then get back to me!

Wow! Now I love Apple even more and I cant get this silly grin of my face!

:D :D :D :D

Asif

[russed]

wow that is quite impressive. have you found the reason for the delay yet?

all i can say is long let steve be apple ceo!

[asif3]

wow that is quite impressive. have you found the reason for the delay yet?

all i can say is long let steve be apple ceo!

Indeed, NEVER leave Apple Steve!!

They don't know what the delay is yet - but I hope they haven't lost it :(. I had all my photos for the past 5/6 years on there 2000+ and I sort of forgot to back up my home folder before I sent it in :( Oh well!

P.S. I asked about compensation and the executive guy from the UK said they will definitely look into it for me as soon as my machine gets back.

[m4rc]

That is quite impressive. I would have thought Steve Jobs gets an incredible amount of email, and to be honest I was going to say don't bother emailing him! Seems like he genuinely is a good egg.

As for your display, I don't believe that the Apple one is the best out there. Sure it is nice, but you can get some very nice displays, better, for less money. Don't get me wrong, I love Apple, and their kit is to die for, but the displays are not the best - many reviews show that they are good, but there is better - and certainly not the best price. Plus, I think I am right in saying they are overdue an update.

Do some looking around. I am sure that most of the people on here will tell you that you can't buy better, but not so many of these people will have actually compared several displays in real world test's next to each other, where as the magazines have.

Just some advice. :)

Marc

[Bear]

That is quite impressive. I would have thought Steve Jobs gets an incredible amount of email, and to be honest I was going to say don't bother emailing him! Seems like he genuinely is a good egg.

As for your display, I don't believe that the Apple one is the best out there. Sure it is nice, but you can get some very nice displays, better, for less money. Don't get me wrong, I love Apple, and their kit is to die for, but the displays are not the best - many reviews show that they are good, but there is better - and certainly not the best price. Plus, I think I am right in saying they are overdue an update.

Do some looking around. I am sure that most of the people on here will tell you that you can't buy better, but not so many of these people will have actually compared several displays in real world test's next to each other, where as the magazines have.

Just some advice. :)

MarcSure, but how do you replace the display on a Powerbook with one not designed for it. Before you bash a product, you should make sure you're bashing the correct product. This thread was about an isssue with the display built into a Powerbook.

And actually the Apple Displays are acknowledged as being very good by many people. Yes, they do need a bit of an update, however, the ones Apple has are fine.

[asif3]

Sure, but how do you replace the display on a Powerbook with one not designed for it. Before you bash a product, you should make sure you're bashing the correct product. This thread was about an isssue with the display built into a Powerbook.

And actually the Apple Displays are acknowledged as being very good by many people. Yes, they do need a bit of an update, however, the ones Apple has are fine.

Hiya,

I think he was referring to the post where I said I ordered an Apple cinema display but then cancelled it. I love the apple displays, and I would choose it over a formac display any day - because to me, really, aesthetics are the most important thing, and nothing beats the Apple studio displays.

But, I would feel like I fool if I bought one and then Apple released one to match my PB 2 weeks later, dont you think?

I'm gonna hang in there for a few more weeks, to see if Apple release new displays. If not I'll probably buy a new 17" iMac or something. I hate lots of leads coming out of my PB :cool:

[oldschool]

WOW!

I emailed Steve the other day, telling him about what happened, and how I know these things happen etc..

I just got a call from an Apple UK executive, who said that Steve had contacted the Apple UK office personally regarding this matter, and he said that he is just going to find out what the status of my repair is, and then get back to me!

Wow! Now I love Apple even more and I cant get this silly grin of my face!

:D :D :D :D

Asif

Which address did you use?

[janey]

heh it is sjobs@apple.com

and if you have a tech prob, apple executive relations contacts you. i always thought that was awesome...bill gates doesnt do anything like this :p

[asif3]

heh it is sjobs@apple.com

and if you have a tech prob, apple executive relations contacts you. i always thought that was awesome...bill gates doesnt do anything like this :p


I emailed sjobs@apple.com and I cc'ed it to steve@apple.com

ubergeek- have the exec ppl contacted you before too?


If so, YOU STOLE MY THUNDER!!

I'm calm, I'm calm.

[TheT]

I can't believe Steve actually reads emails that go to that adress... I mean, there are a lot of Apple-fanatics out there, wouldn't his Junk Mail filter go crazy? Well, if it indeed worked for you, I must say Apple is really the most unusual company out there. Stevie's the best :cool:

[hob]

I can't believe Steve actually reads emails that go to that adress... I mean, there are a lot of Apple-fanatics out there, wouldn't his Junk Mail filter go crazy? Well, if it indeed worked for you, I must say Apple is really the most unusual company out there. Stevie's the best :cool:

I'm sure he has some kinda secretary that filters out the "Thanks steve - you legend" emails from the "I have a serious problem with your company steve" emails....

Or 'Steve' is a computer controlled bot... That automatically emails relevant emails to UK 'Exec's - who are just phone operators putting on a posh accent :P

Or not...

[asif3]

I'm sure he has some kinda secretary that filters out the "Thanks steve - you legend" emails from the "I have a serious problem with your company steve" emails....

Or 'Steve' is a computer controlled bot... That automatically emails relevant emails to UK 'Exec's - who are just phone operators putting on a posh accent :P

Or not...

You're skating on thin ice there sunny Jim :P the 'Or not' bailed you out this time!

Anyways, I'm sure his mail is filtered. Maybe he was reaaaly bored, so he decided to follow mine up :)

[Applespider]

Most large companies have someone who looks through emails addressed to Chairman, CEO etc on the grounds that if someone cares that much to hunt out his address, then there must be a problem.

It tends to work on the principle that if the person has a genuine problem after going through normal routes, then it will be escalated and sorted fast. On the other hand, if it is someone who is making a mountain out of a molehill (and really trying it on), then I have seen our Chairman offer a compensation package (basic) followed by a letter saying that since we obviously can't meet the customer's high expectations, we suggest he does take his business to someone who can (ie noone!)

I've resorted to the high-ups once with Sky (UK satellite company) after spending 18 months debating whether trees grew leaves in the summer... doh. The next day, two engineers arrived to fix the system... and were most amazed (and pleased) to find I was a real customers (as opposed to a special favour) since their job detail had lot of Board level codes on it

Good luck with the PB

[m4rc]

Sure, but how do you replace the display on a Powerbook with one not designed for it. Before you bash a product, you should make sure you're bashing the correct product. This thread was about an isssue with the display built into a Powerbook.

As Asif3 pointed out, I was referring to his 20" Apple Display that he had ordered. I wasn't 'bashing', but thanks for the pointer that I need to make sure I bash the right product, I will remember that for next time. Now heed your own advice, and before 'bashing' me, or anyone else, make sure you are 'bashing' me for something I have done.

Just show's how many people don't bother reading the original post's in full before heading off to start dishing out advice.

Marc

[Bear]

As Asif3 pointed out, I was referring to his 20" Apple Display that he had ordered. I wasn't 'bashing', but thanks for the pointer that I need to make sure I bash the right product, I will remember that for next time. Now heed your own advice, and before 'bashing' me, or anyone else, make sure you are 'bashing' me for something I have done.

Just show's how many people don't bother reading the original post's in full before heading off to start dishing out advice.

MarcWell, the original post didn't mention the 20" Display. The poster did mention it in a follow up post in the thread. He hadn't been asking for advice on the 20"

He had been asking for advice on what to do with his Powerbook. I had based my reply based on what he was asking for help about.

Your post seemed out of left field since you didn't quote anything and didn't have the context of the 20" display.

[asif3]

Hmmmm..

It's coming up to 9 weeks now, and still no reply from Apple. I got home late today and so I couldnt phone the Apple UK guy, because I didnt want to disturb him out of business hours :rolleyes:

It's getting expensive for me cos every week I go and buy a new accessory for my PB to welcome it back, and so far I've spent like £700 on stuff like this. I'm trying desperately not to go and buy one of those 20" cinema displays :( :(

Anyways, back to work.. :)