Apple repair (how long have you waited?)

Discussion in 'Buying Tips and Advice' started by vdoc, Jan 19, 2006.

  1. vdoc macrumors newbie

    Joined:
    Jan 11, 2006
    #1
    My PB 15" 1.5 has been at Apple for service for over a week now and it still says "part on order" when I check online. It's one of the ones that came out early 2005 so it's not like they don't have those parts somewhere. I would understand if it was an old model.

    The guy at the Apple Store said 7-10 days max - I need my PB back soon!

    Is this typical? What should I expect?
     
  2. jane doe macrumors 6502

    Joined:
    Feb 18, 2004
    #2
    5 to 10 business days is the norm, it may take longer or could be back sooner.
     
  3. cnakeitaro macrumors 6502

    Joined:
    Jan 16, 2006
    Location:
    Virginia Beach
    #3
    I've gotten back my iBook G3 700 from them in 2 days. And this is with shipping time to and back.
     
  4. kevso macrumors newbie

    Joined:
    Jan 23, 2006
    #4
    I'm in the exact same boat as you, I took my 15" PB to the GeniusBar on the 15th (Sunday), the factory received it three days later on the 18th, and it's been on hold ever since...the online status has been the same for almost a week now "On Hold - Part on Order".

    It's starting to get ridiculous...my PB is only 6 months old and was sent in for possible logic board failure.

    They told me the same estimated time of repair is "7 to 10 business days", and if by Friday nothing happens...I plan to call and complain.
     
  5. yg17 macrumors G5

    yg17

    Joined:
    Aug 1, 2004
    Location:
    St. Louis, MO
    #5
    I shipped my PowerBook out on a Thursday and got it back Monday morning.

    It just needed a new keyboard, so when it got there Friday, they replaced it and shipped it the same day.
     
  6. cnakeitaro macrumors 6502

    Joined:
    Jan 16, 2006
    Location:
    Virginia Beach
    #6
    Wow...when I called Applecare about my broken keyboard, they just sent me a keyboard to replace it with. Told me to throw the broken one out.
     
  7. kevso macrumors newbie

    Joined:
    Jan 23, 2006
    #7
    Heh lucky...I was already dissapointed when I was told my PB couldnt be fixed in store..if that was the case I wouldve picked it up a long time ago.

    But bleh..gotta wait I guess.
     
  8. yg17 macrumors G5

    yg17

    Joined:
    Aug 1, 2004
    Location:
    St. Louis, MO
    #8

    What Mac do you have? AFAIK, the iBook keyboards are user replaceable and the PB ones aren't.
     
  9. dblissmn macrumors regular

    Joined:
    Apr 30, 2002
    #9
    If 7-10 days is getting to be the norm then there's some serious slippage going on at Apple.

    My repair experiences include two warranty screen replacements on a TiBook, both of them 48 hour turnaround, and thoroughly diagnosing some nagging hard drive trouble, also 48 hour turnaround, with the computer deposited at Apple Stores by me; and, going back a decade, a screen shim on a PowerBook 145 (out-of-warranty recall) which involved Apple shipping an Airborne mailer to me for the computer, overnight to Apple at their expense, same-day turnaround and overnight back to me. Granted, that last one was a minor repair that they had done thousands of, but still most impressive.

    I would be interested to find out the impact ProCare is having on Apple's overall repair service. The last repair I had, the second TiBook screen replacement, was done in store but it was very clear that ProCare customers were getting priority and I was fortunate to get the speedy turnaround I did (the fact that there weren't any logic board issues helped in that regard too) as they beat their target date by two days. I worry that it may be a case of ProCare getting the service everyone used to get but not better, and everyone else being dumbed down.

    The other thing I'm curious about is whether Apple's service budget is getting ramped up in line with the company's overall sales.
     
  10. kevso macrumors newbie

    Joined:
    Jan 23, 2006
    #10
    That definately makes sense, I'm just curious as to why it takes Apple so long to order and receive part(s) necessary to complete the repair. The 'on hold' status is what's becoming most irritable, beside the fact that they have yet to even attempt to repair the machine + ship it back, also what guarantees are there that the part on order will be the solution to the problem...

    If ProCare takes ultimate priority then Apple clearly has lost it somewhere, I paid just as much as the next person for their Mac, why should I have to be put in the backseat because someone felt inclined to purchase more service and support above the 1-yr complimentary service.

    I've always heard that the turnaround is usually pretty "fast", but apparently that only applies to service done in-store...
     
  11. Mitthrawnuruodo Moderator emeritus

    Mitthrawnuruodo

    Joined:
    Mar 10, 2004
    Location:
    Bergen, Norway
    #11
    I've always had good luck with Apple shipments (phone calls are another matter), except for one time when my Pismo needed a logic board replacement (after a thunderstorm). The Pismo more or less went on tour around Europe (I suspect it was at least in Oslo (Norway), Holland and Ireland. It took a good month before I had my precious back... :(
     
  12. ravenpen macrumors newbie

    Joined:
    Jul 22, 2002
    #12
    I took my G5 tower into the Apple Store for hard drive trouble and they determined the drive would have to be replaced.

    At the time that said they were a bit backed up and that it would take a week to complete.

    I got a call from them four hours later saying that they had replaced the drive and that they had recovered and transferred all my old data free of charge, which I guess can have a fee even under warranty.

    The guy on the phone said that they happened to have the new drive in stock and that he stayed after his shift was over to get it done.

    Not only did I get my tower back the same day, I also avoided a nasty 500-dollar repair bill thanks to Apple Care.

    I find it funny that they always point out what the repair would’ve cost without a warranty. :)

    P.S. This was under regular Apple Care I don't have Pro Care.
     
  13. Jovian9 macrumors 68000

    Jovian9

    Joined:
    Feb 19, 2003
    Location:
    Planet Zebes
    #13
    My RevA 17" AluPB (refurbished) 1GHz 60GB 512MB had a logic board problem. Apple had it for a month waiting on the parts. When it reached a month they told me they would send me a new one.....I called them.....and they sent me an upgraded RevB 17" AluPB (new) 1.33GHz 80GB 1GB.
     
  14. KD7IWP macrumors 6502a

    KD7IWP

    Joined:
    Mar 8, 2004
    Location:
    American living in Canada
  15. mattraehl macrumors 6502

    Joined:
    Feb 26, 2005
    #15
    iBook HD replacement

    I had to get my iBook's HD replaced, and it arrived at my doorstep within a week of taking it to the Apple store.
     
  16. kevso macrumors newbie

    Joined:
    Jan 23, 2006
    #16
    Was this in-store?

    I'm pretty confident that anybody that takes their machine, ipod, etc and has it serviced there will get it within a business week. Shipped out to the factory on the other hand...whole different story. =|
     
  17. discoforce macrumors 6502a

    discoforce

    Joined:
    Jan 27, 2004
    Location:
    Vermont, USA
    #17
    I've had great success with repairs completed at my local Apple Specialist (1 week or less turnaround for pb screen replacements).

    Right now I'm waiting for DHL to come pick up my powerbook, so I'll report back as things progress. Do you thinking writing "PROCARE" on the box would help? :rolleyes:
     
  18. kevso macrumors newbie

    Joined:
    Jan 23, 2006
    #18
    Heh it just might...

    I opted for my PB to go back to the Apple Store, I don't trust UPS/FedEx/etc. to carefully handle something that precious. Plus, if the people at Apple decide to drop mine on the ground at any time = new PB =)
     
  19. kevso macrumors newbie

    Joined:
    Jan 23, 2006
    #19
    =O oh man...I love the world:

    Step 3 - Return
    Product shipped to Apple Store (25-Jan-2006), With delivery courier
     
  20. discoforce macrumors 6502a

    discoforce

    Joined:
    Jan 27, 2004
    Location:
    Vermont, USA
    #20
    Update

    D'oh! Looks like I'm waiting with Vdoc:

    Picture 3.png

    The service requested on 1/16 is a bit misleading since I sent it to them on 1/24. Start your watches!
     
  21. elbennet macrumors member

    Joined:
    Apr 28, 2005
    #21
    I have a friend that has a bad experience with Apple's repair. She ended up having a friend that worked at an Apple store that told her that there was a list of "reasons" that the geniuses tell people when their computer is not finished. One of them was that the part was not in stock. She figured this out when she called on a Friday evening to check on the status of her iBook, and the part (a hard drive) wasn't in stock, the following weekend was July 4th weekend, and then they called early Monday morning that the computer was finished. A little sketchy......
     
  22. discoforce macrumors 6502a

    discoforce

    Joined:
    Jan 27, 2004
    Location:
    Vermont, USA
    #22
    Powerbook repair update

    Timeline:

    1/16 on phone with tech support :confused:
    1/17 received box to ship to Apple :eek:
    (1/17-1/24 finished projects needed laptop for)
    1/24 pm sent powerbook to Apple :(
    1/25 informed part on hold :mad:
    1/29 "service request has been completed" :cool:
    1/30 expected arrival :D

    Assuming I receive it tomorrow, and it works, a 7-day turnaround time seems pretty good. Especially for having to order a part (probably logic board).
     
  23. jsalzer macrumors 6502a

    jsalzer

    Joined:
    Jan 18, 2004
    #23
    Procare?

    The love of a Pismo owner. There is nothing more beautiful! :)

    Am I the only one who has never heard of "ProCare"? What the heck is that, and when did it start? Isn't AppleCare the only choice? Or do organizations get ProCare options that individuals don't?

    My iMac G5 17" (which I call my "special needs computer") spent 41 days with the fine folks at CompUSA waiting for a new midplane. That was his longest trip. He's currently on trip #3 (day 9) with PMU issues.

    And yet my Pismo has never left my side. ;)
     
  24. discoforce macrumors 6502a

    discoforce

    Joined:
    Jan 27, 2004
    Location:
    Vermont, USA
    #24
    Nope, you can also get Procare. Not sure how it would have helped my situation because I can't imagine a faster turn around time. Maybe they could have dropped someone off to pack my computer up for me... :rolleyes:

    You know after have 4 screens and now the logic board replaced on my 15 AL powerbook, a Pismo is sounding pretty good.
     
  25. jsalzer macrumors 6502a

    jsalzer

    Joined:
    Jan 18, 2004
    #25
    ProCare

    I almost want ProCare just so I can have one of those cool cards in my wallet!!!

    As much as I love my Pismo, you probably don't want to make that leap. Pages 2 is bringing it to a halt. I think this is the beginning of the end. :(

    If only Steve would drop this "it's got to be under an inch" obsession and bring the Pismo back. But, alas, this isn't a Pismo thread. And my iMac is now on Day 10 of its third trip. (To end on topic.) ;)
     

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