Below is an email I sent this afternoon to an Apple Customer Relations rep I've been working with regarding a bum Powerbook I purchased. Within an hour of this email I received a phone call from the rep, (finally) offering to replace the machine with a new Powerbook (with significant upgrades 
). I share this to demonstrate that if you are patient, polite, and reasonable in your expectations, things usually work out. After reading this some may say I waited too long and was too patient, but I suspect if I fussed any sooner or any louder I would not have ended up as happy in the end.
Incidentally, I BCC'ed the email to steve.jobs@NOSPAMMapple.com. On one hand, I don't even know if that is the right email address (it didn't bounce back) and anyhow I doubt Steve actually reads these emails and certainly did not have time to read that email within the time frame of 1 hour in which I received the call back. On the other hand, the speed at which this ultimately was addressed makes a little part of me believe that Steve personally stormed into the service rep's office, slammed the email his desk, and said "FIX THIS. NOW."
). I share this to demonstrate that if you are patient, polite, and reasonable in your expectations, things usually work out. After reading this some may say I waited too long and was too patient, but I suspect if I fussed any sooner or any louder I would not have ended up as happy in the end.Incidentally, I BCC'ed the email to steve.jobs@NOSPAMMapple.com. On one hand, I don't even know if that is the right email address (it didn't bounce back) and anyhow I doubt Steve actually reads these emails and certainly did not have time to read that email within the time frame of 1 hour in which I received the call back. On the other hand, the speed at which this ultimately was addressed makes a little part of me believe that Steve personally stormed into the service rep's office, slammed the email his desk, and said "FIX THIS. NOW."
Hello Jeff -
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I started writing this email to "make a long story short" but unfortunately it got long anyhow.
Can I summarize my frustration for you here...I spent $1500 on a Powerbook on 5/21/05. It is currently in for repair for the second time, the repair center having failed to repair the initial buzzing issue, and in the process creating another issue (broken Airport slot and card missing). Currently the machine is on hold awaiting a part not due until 7/22 and at that point I still have no great confidence that the issues will be resolved. So 2 months and $1500 later I'm still without an acceptably functioning Powerbook.
At this point I fail to understand why this computer has to be "mine"...I identified unacceptable behavior from it at the initial startup chime when I first opened it, and within 12 hours of initially receiving it in May I started this process with AppleCare and support which is still not resolved. Why can't this machine be kept by Apple, repaired adequately and placed back in the "refurb" pile for someone else to buy next month, and let me, the guy who already paid $1500 and has been waiting 2 months, have another machine that works properly??
Below is the long version...
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I purchased a 12" Powerbook from the Apple Store refurb website on 5/21/2005 for $1499 (web order W1315XXXX). I had been planning on buying a new Powerbook to replace my Pismo G3 for some time, but purchased at this time because I had an elaborate Keynote presentation to give on 6/4/05 which I had created on my G5 but would not play adequately on the Pismo, or even my wife's G4 iBook. Once the presentation was over, the Powerbook would become my wife's as she had outgrown her G4 iBook (which itself is suffering from a failing hard drive) from last year.
Immediately upon opening the brand new Powerbook for the very first time it made this buzzing noise, which I first thought to be the fan. Numerous calls to Apple Support got me transferred around from tech to tech none of whom did any real troubleshooting with me, but all repeatedly implied to me that the noise was probably just my perception, and that a certain amount of fan noise was acceptable and within spec. I'm no novice and did not appreciate being treated this way, and clearly this was not the case with this buzz.
On my own I determined the buzzing sound was not, in fact, the fan, but actually audio related. Not exactly coming from the speakers themselves, as the mute key and volume controls didn't alter the buzz, but probably some sort of ground loop related to the audio hardware. Since the buzz goes away with use of the headphone/audio out jack, I decided to keep the Powerbook to use until after my presentation on 6/4/05, then send it in for repair.
Upon opening the VGA display adapter cable that came with the Powerbook just a few days before my big presentation I found it was actually a mini-VGA to VGA adapter, NOT a mini-DV to VGA adapter, and therefore would not work with the computer that it was shipped with. Honest mistake I'm sure by whomever packed the box, but nonetheless I then had to order the proper part from the Apple Store ($19.00 web order W1331XXXX) and pay for overnight shipping ($16.00) to assure it would arrive on time for my presentation. I was not offered any special deal on the part or the shipping, or even an apology, further adding to my frustration...
<<< BTW, the presentation was awesome and I got plenty of the usual "how-did-you-do-that's" from the Powerpoint-enslaved masses. >>>
The next week I called AppleCare and explained in great detail to the Apple Care agent what the problem was, how to reproduce it, and how I had isolated it to an audio buzz, though I suspected it was not the speakers themselves. A dispatch was created (D467XXXX) and the machine reached the repair center on 6/10/05. I monitored the online status and immediately the repair went "On Hold". When I called about this I was told it was because they could not duplicate the problem (though I had described the issue and how to duplicate it in detail). I re-explained the problem to the agent and the online status showed the computer back "In Repair" 6 days later on 6/20/05, and I received it back on 6/23/05, almost 2 weeks after it arrived at the repair center.
Immediately upon opening the brand-newly repaired Powerbook it made THE EXACT SAME NOISE at the startup chime and with any other audio output...exactly the same as before. At that time I also noted that the computer was not attaching to my home's wireless network, and soon discovered that this was because my Airport Extreme Card had been REMOVED and not replaced. I called AppleCare and explained that the original problem had not been fixed, and that my Airport Extreme Card was gone. The solution was to create another repair dispatch to readdress the original problem (D476XXXX) and that he would initiate a search for my Airport Card and if unable to find it would "drop ship" me a new one.
This was when I had my initial contact with you in Customer Relations (4952XXXX) on 6/23/05 at the suggestion of the agent who initiated the new dispatch. Meanwhile I had another Airport Extreme Card in the house, and when I tried to insert it in the slot, it did not click into place as it should. I suspected at the that someone at the repair center had attempted to reinsert or force my other one (maybe upside down? and why did they take it out in the first place??) and bent the pins, then neglected to fix that before it was sent back to me. I emailed you about this but got no response.
I was then out of town for a 5 days, and when I returned I called AppleCare again, added that Airport card/slot issue to the new dispatch (though honestly I'm not certain the point really got across to the agent I spoke with) and sent the computer back in and it was received on 7/6/05. I have been checking the online status regularly and today 1 week after the computer was received I decided to call as the dispatch is still listed as "In Repair". I have found that the repair is again on hold waiting for a part that is not expected to arrive until 7/22/05. And incidentally I have not heard another word about the missing Airport Card nor have I had one "drop shipped" to me as promised. So if the point did not get across about the Airport slot as I suspect, I have this sinking feeling I'm going to receive the computer (eventually) with the buzz fixed (hopefully) but the Airport slot still broken and the card still missing.
Why does this computer have to be "mine"? I identified a problem with it from the moment I got it which is still not resolved, and your own repair center created an entirely new problem with the Airport card and slot. I feel at this point, 2 months and $1500 later, that I should have another computer sent to me and let you guys deal with THIS computer. Fix it, however long it takes, and sell it again as a refurb to someone who has not yet shelled out the money for it!
Please, I have been very patient about this but am getting very frustrated and feel I am being treated very unfairly. I have used nothing but Macs for the past 20 years (this Powerbook is actually my 20th Mac purchase). I have 6 Macs currently in use in my house (each kid has their own fruity gumdrop iMac), 3 iPods, and my (still functioning) Mac-512K from 1986 on display sitting atop my bookshelf. I drink the Kool-Aid heavily. I have evangelized the platform and converted plenty of people over the years, and am the default troubleshooting/question person for at least a dozen Mac switcher friends and family. This is the first time I've had to deal with an issue like this with any of my Macs, and I am sorely disappointed with the service and support I have received. All I can say is I'm glad it's me and not one of my recent converts, because a "switcher" would be badmouthing you all over town about this.
Sincerely,
Keith Bly
<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I started writing this email to "make a long story short" but unfortunately it got long anyhow.
Can I summarize my frustration for you here...I spent $1500 on a Powerbook on 5/21/05. It is currently in for repair for the second time, the repair center having failed to repair the initial buzzing issue, and in the process creating another issue (broken Airport slot and card missing). Currently the machine is on hold awaiting a part not due until 7/22 and at that point I still have no great confidence that the issues will be resolved. So 2 months and $1500 later I'm still without an acceptably functioning Powerbook.
At this point I fail to understand why this computer has to be "mine"...I identified unacceptable behavior from it at the initial startup chime when I first opened it, and within 12 hours of initially receiving it in May I started this process with AppleCare and support which is still not resolved. Why can't this machine be kept by Apple, repaired adequately and placed back in the "refurb" pile for someone else to buy next month, and let me, the guy who already paid $1500 and has been waiting 2 months, have another machine that works properly??
Below is the long version...
<<<<<<<<<<<<<<<<<<<<<>>>>>>>>>>>>>>>>>>>>>>>>>>>>>
I purchased a 12" Powerbook from the Apple Store refurb website on 5/21/2005 for $1499 (web order W1315XXXX). I had been planning on buying a new Powerbook to replace my Pismo G3 for some time, but purchased at this time because I had an elaborate Keynote presentation to give on 6/4/05 which I had created on my G5 but would not play adequately on the Pismo, or even my wife's G4 iBook. Once the presentation was over, the Powerbook would become my wife's as she had outgrown her G4 iBook (which itself is suffering from a failing hard drive) from last year.
Immediately upon opening the brand new Powerbook for the very first time it made this buzzing noise, which I first thought to be the fan. Numerous calls to Apple Support got me transferred around from tech to tech none of whom did any real troubleshooting with me, but all repeatedly implied to me that the noise was probably just my perception, and that a certain amount of fan noise was acceptable and within spec. I'm no novice and did not appreciate being treated this way, and clearly this was not the case with this buzz.
On my own I determined the buzzing sound was not, in fact, the fan, but actually audio related. Not exactly coming from the speakers themselves, as the mute key and volume controls didn't alter the buzz, but probably some sort of ground loop related to the audio hardware. Since the buzz goes away with use of the headphone/audio out jack, I decided to keep the Powerbook to use until after my presentation on 6/4/05, then send it in for repair.
Upon opening the VGA display adapter cable that came with the Powerbook just a few days before my big presentation I found it was actually a mini-VGA to VGA adapter, NOT a mini-DV to VGA adapter, and therefore would not work with the computer that it was shipped with. Honest mistake I'm sure by whomever packed the box, but nonetheless I then had to order the proper part from the Apple Store ($19.00 web order W1331XXXX) and pay for overnight shipping ($16.00) to assure it would arrive on time for my presentation. I was not offered any special deal on the part or the shipping, or even an apology, further adding to my frustration...
<<< BTW, the presentation was awesome and I got plenty of the usual "how-did-you-do-that's" from the Powerpoint-enslaved masses.
>>>The next week I called AppleCare and explained in great detail to the Apple Care agent what the problem was, how to reproduce it, and how I had isolated it to an audio buzz, though I suspected it was not the speakers themselves. A dispatch was created (D467XXXX) and the machine reached the repair center on 6/10/05. I monitored the online status and immediately the repair went "On Hold". When I called about this I was told it was because they could not duplicate the problem (though I had described the issue and how to duplicate it in detail). I re-explained the problem to the agent and the online status showed the computer back "In Repair" 6 days later on 6/20/05, and I received it back on 6/23/05, almost 2 weeks after it arrived at the repair center.
Immediately upon opening the brand-newly repaired Powerbook it made THE EXACT SAME NOISE at the startup chime and with any other audio output...exactly the same as before. At that time I also noted that the computer was not attaching to my home's wireless network, and soon discovered that this was because my Airport Extreme Card had been REMOVED and not replaced. I called AppleCare and explained that the original problem had not been fixed, and that my Airport Extreme Card was gone. The solution was to create another repair dispatch to readdress the original problem (D476XXXX) and that he would initiate a search for my Airport Card and if unable to find it would "drop ship" me a new one.
This was when I had my initial contact with you in Customer Relations (4952XXXX) on 6/23/05 at the suggestion of the agent who initiated the new dispatch. Meanwhile I had another Airport Extreme Card in the house, and when I tried to insert it in the slot, it did not click into place as it should. I suspected at the that someone at the repair center had attempted to reinsert or force my other one (maybe upside down? and why did they take it out in the first place??) and bent the pins, then neglected to fix that before it was sent back to me. I emailed you about this but got no response.
I was then out of town for a 5 days, and when I returned I called AppleCare again, added that Airport card/slot issue to the new dispatch (though honestly I'm not certain the point really got across to the agent I spoke with) and sent the computer back in and it was received on 7/6/05. I have been checking the online status regularly and today 1 week after the computer was received I decided to call as the dispatch is still listed as "In Repair". I have found that the repair is again on hold waiting for a part that is not expected to arrive until 7/22/05. And incidentally I have not heard another word about the missing Airport Card nor have I had one "drop shipped" to me as promised. So if the point did not get across about the Airport slot as I suspect, I have this sinking feeling I'm going to receive the computer (eventually) with the buzz fixed (hopefully) but the Airport slot still broken and the card still missing.
Why does this computer have to be "mine"? I identified a problem with it from the moment I got it which is still not resolved, and your own repair center created an entirely new problem with the Airport card and slot. I feel at this point, 2 months and $1500 later, that I should have another computer sent to me and let you guys deal with THIS computer. Fix it, however long it takes, and sell it again as a refurb to someone who has not yet shelled out the money for it!
Please, I have been very patient about this but am getting very frustrated and feel I am being treated very unfairly. I have used nothing but Macs for the past 20 years (this Powerbook is actually my 20th Mac purchase). I have 6 Macs currently in use in my house (each kid has their own fruity gumdrop iMac), 3 iPods, and my (still functioning) Mac-512K from 1986 on display sitting atop my bookshelf. I drink the Kool-Aid heavily. I have evangelized the platform and converted plenty of people over the years, and am the default troubleshooting/question person for at least a dozen Mac switcher friends and family. This is the first time I've had to deal with an issue like this with any of my Macs, and I am sorely disappointed with the service and support I have received. All I can say is I'm glad it's me and not one of my recent converts, because a "switcher" would be badmouthing you all over town about this.
Sincerely,
Keith Bly
