As some of you know, my two day old 17" MBP failed 2 days after receiving it.
After sending it to Apple to get fixed 3 days ago, I just received this email.
Important repair request
Dear Taylor,
I am excited to inform you that your computer qualifies for Apple's Capture
Program.
What is the Capture Program?
When Apple launches a new product we are required to take samples of all the
failures. This process helps Apple Produce a better future model.
At this time you have two options.
Option 1:
-Continue with repair of your original unit. You may want to select this option
if there is data on the faulty computer that you have not backed up.
Apple cannot transfer your old data to your new computer.
Please note: Generally repair is faster then replacement.
Option 2:
-Request a new machine. You will not be required to pay anything. Apple will
ship you a new unit from the warehouse. Any power adapters, cables, and software
you currently posses from the old unit, you are entitled to keep. If you have a
refurbished unit you will be receiving a new unit. The new unit will be the
exact replica of your original purchase unless otherwise discussed.
Generally your new Mac will ship from the warehouse in 24 hours. If your
computer has paid upgrades then it can take 1-3 days. Once your computer ships,
I will forward you the tracking information. The Fed Ex tracking information
will provide you with an estimated delivery day.
After your new unit has been delivered I will send a follow-up email that
includes all the handling information about AppleCare. Also included in that
email will be your one-year limited warranty. Please keep the warranty for your
records.
Please elect from your two options by responding to this email.
Reply: repair - for repair. We will process the request, repair and return the
unit as soon as possible.
If you would like a new computer please fill out the following template.
Name:
Phone:
Address: (shipping address)
Email Address:
Please be advised, Apple reserves the right to move your unit on to repair if
you have not suggested otherwise within 24 hours.
Thank you.
Sincerely,
Charles Fontaine
Apple
P. S. If you wish to reach me regarding this case, please contact me at
1-877-388-0879 x40630. I currently work Monday, Tuesday, Wednesday, Friday, and
Saturday 12pm-8:00pm CST. If you reach my voicemail, please leave your name,
phone number, case number and the best time to reach you. If you prefer--or if
you need assistance with a different issue--please contact Apple at
1-800-275-2273 or http://www.apple.com/support.
Have you been introduced to Apple Expert?
Jump start your next support call by creating a case online first. Let us know
the best time to reach you, and we'll connect you to an Apple Expert with the
answers. Check out Apple Expert today!
http://www.apple.com/support/expert
(Available only in the United States and Canada)
I opted for the new system, as I figured its a free charger and I didn't really get the chance to install anything on the old system anyway.
The only thing that I am a little curious about is the fact that the email makes this "Capture Program" sound like a huge honor to be a part of. I'm sorry, but this entire ordeal is a huge headache, and you're "excited to inform me" that there's a problem. Before reading on, I thought there would be some sort of benefit for being a part of this fantastic program, but I was sadly mistaken.
After sending it to Apple to get fixed 3 days ago, I just received this email.
Important repair request
Dear Taylor,
I am excited to inform you that your computer qualifies for Apple's Capture
Program.
What is the Capture Program?
When Apple launches a new product we are required to take samples of all the
failures. This process helps Apple Produce a better future model.
At this time you have two options.
Option 1:
-Continue with repair of your original unit. You may want to select this option
if there is data on the faulty computer that you have not backed up.
Apple cannot transfer your old data to your new computer.
Please note: Generally repair is faster then replacement.
Option 2:
-Request a new machine. You will not be required to pay anything. Apple will
ship you a new unit from the warehouse. Any power adapters, cables, and software
you currently posses from the old unit, you are entitled to keep. If you have a
refurbished unit you will be receiving a new unit. The new unit will be the
exact replica of your original purchase unless otherwise discussed.
Generally your new Mac will ship from the warehouse in 24 hours. If your
computer has paid upgrades then it can take 1-3 days. Once your computer ships,
I will forward you the tracking information. The Fed Ex tracking information
will provide you with an estimated delivery day.
After your new unit has been delivered I will send a follow-up email that
includes all the handling information about AppleCare. Also included in that
email will be your one-year limited warranty. Please keep the warranty for your
records.
Please elect from your two options by responding to this email.
Reply: repair - for repair. We will process the request, repair and return the
unit as soon as possible.
If you would like a new computer please fill out the following template.
Name:
Phone:
Address: (shipping address)
Email Address:
Please be advised, Apple reserves the right to move your unit on to repair if
you have not suggested otherwise within 24 hours.
Thank you.
Sincerely,
Charles Fontaine
Apple
P. S. If you wish to reach me regarding this case, please contact me at
1-877-388-0879 x40630. I currently work Monday, Tuesday, Wednesday, Friday, and
Saturday 12pm-8:00pm CST. If you reach my voicemail, please leave your name,
phone number, case number and the best time to reach you. If you prefer--or if
you need assistance with a different issue--please contact Apple at
1-800-275-2273 or http://www.apple.com/support.
Have you been introduced to Apple Expert?
Jump start your next support call by creating a case online first. Let us know
the best time to reach you, and we'll connect you to an Apple Expert with the
answers. Check out Apple Expert today!
http://www.apple.com/support/expert
(Available only in the United States and Canada)
I opted for the new system, as I figured its a free charger and I didn't really get the chance to install anything on the old system anyway.
The only thing that I am a little curious about is the fact that the email makes this "Capture Program" sound like a huge honor to be a part of. I'm sorry, but this entire ordeal is a huge headache, and you're "excited to inform me" that there's a problem. Before reading on, I thought there would be some sort of benefit for being a part of this fantastic program, but I was sadly mistaken.
