Make SURE you report it to Apple IMMEDIATELY. They will, unfairly, void your warranty. I really did drop mine but that still SHOULDN'T void your warranty for unrelated issues (any more than a fender bender should void your engine warranty). Here's my dented Apple nightmare:
http://markuhde.blogspot.com/2010/04/letter-to-steve-jobs.html
Sorry to read your nightmare story. Those problems are so widely reported, and obvious that it probably comes down to the repair person as to whether Apple will replace them or not when there is damage they can blame it on instead. I have seen these stories many of times. If I were you, next time you go to an Apple Store, or go to town where one is, take your Mac in and ask again explaining that you know these issues are common. Be extremely nice and don't bring up case laws from 1975, as Apple knows the law better than you or I for certain (surely the tech from third-party company doesn't know what applies from a case law and what doesn't - he simply has Apple rules to follow or he could lose his "license/agreement" to do official Apple repair/support. At the end of the day, it's just not worth it to him to take a chance). There Apple official repair center may not take a chance, Apple has every reason to try to help you... they know the value of a lifetime customer and "The Apple Way." Apple just might surprise you if you give them another change and if the "Genius" doesn't help you ask for the manager... again being polite.
On to your email to Steve Jobs, I agree you were extremely accurate in pointing out the obvious and honest in explaining the damage, and I believe Steve should authorize not just a repair but send you a brand new Mac replacement. However, for an email to Steve Jobs to work, I believe it has to be extremely short... point out exactly what you want... and not criticize Apple nor bring up case law but rather
your feelings. In addition, I wouldn't threaten not to buy Apple products again, because Steve is Apple shareholder number one... he obviously knows the value of a lifetime customer far better than you or I, as he built the whole damn company on customer loyalty and the incremental upgrade. So customers are willing to pay more because they know they will be treated well and get a good product. In addition, the incremental upgrade is used to get their customers back in the store ready for another great Apple experience even though they don't need a new Mac... they just want one. IE - lifetime value of a loyal customer who not only buys a new Mac more often than he/she needs to but also often just keeps the old one or donates it to a family member that couldn't afford one anyways (which leads to more sales later when the family member can afford one) leading to more sales and more loyal customers in the long run.
Getting back on track. If you stick with Apple, and I believe you should. Write Steve another email and apologize for what you said before... accept ownership of the problem and explain that you realized you dropped it yourself and it wasn't their fault. Explain that you are giving Apple "another chance" to gain your lifetime loyalty and thank him for listening to you and that you appreciate Apple. Remind him that you teach in school and advise all of your students that Apple products are simply the best value proposition available because they're amazing computers built by the world's best computer company and they just work. I wouldn't be surprised if at that time you not only received a reply but a gift card for your next Mac, perhaps a check reimbursing you the entire cost of your new Mac, or even
just a new iPad. In the end, we get further in life by explaining how we appreciate someone for the great things they do for us, and we abandon people for only showing disappointment with them. Steve is only human at the end of every day, and he has to trust his employees handling of a computer with damage which you explained you dropped from "a few feet onto a hard surface." It's completely up to the repair tech to decide whether that damage caused the issue or not... it's extremely unfortunate, and Apple didn't do you any favors. However, you accepted and purchased an aluminum Mac knowing full well that they are extremely fragile. We all want the beautiful aluminum Mac over the plastic MB, but we pay the price for it knowing that it's pretty but not durable and a drop results in great damage to the aluminum thereby also often damaging the internal components.
However, I surely hope Steve replies to you and they send you a new Mac. Since you mentioned being a teacher, Steve should have some "extra" respect for you as the Apple way is to engrain into students heads that Macs are the best computers in the world that are simple to use, look beautiful and most importantly, "they just work." I wish you the best and hope your issues gets resolved quickly. I also hope that if it doesn't work out you give Apple another chance to honor their agreement for your loyalty as a potential lifetime customer. GOOD LUCK!
