Hello fellow users, I would really appreciate your thoughts on my situation.
My case is very particular for three reasons:
(1) I had a custom-build white MacBook with specs better than the black MacBook,
(2) my replacement case was unaddressed for almost 3 months,
(3) the new Macbook Pro line was launched while my case was open.
My replacement is pending now for more than 3 months. The case was first opened in March, but over the course of a long call, I asked the CR agent to call me back in 15 minutes. I was never called back and the case went unaddressed for nearly 3 months.
On May 31, I called down the Customer Relations line all over again, to reinitiate a clearly abandoned process. At this point, the CR agent told me there were no notes about the replacement. There were also no notes about the tech tests I conducted with the Tech Engineer to validate the replacement. Suspicious.
So, in another 2-hour call, I had to explain the issues and repeat the tests, just as I had done originally in March. After this May 31 call, I was transferred to the Product Replacement department to finish up the process. In this department, I had been caught up for an additional 3 weeks.
At first, the white Macbook was offered. Considering that I voiced distrust in the white Macbook design, and that my computer was a souped-up custom-build, I was offered the Macbook Unibody 2.0 on June 4. I told the agent I was unsure and told her I would call her on Monday.
From Monday June 8 until yesterday, I was unable to reach the CR agent. In the agent's words, we played 'phone tag.' However, given that the agent did not return all the calls I left her, including 2 calls a day at times, this is more of a one-sided CHASE than 'tag.'
Meanwhile the phone calls, I had emailed Steve Jobs and Tim Cook last week. I hoped that emailing would help finalize this replacement, without further wait.
When I reached the CR agent yesterday morning, she also told me that Dina in Executive Relations would be taking over the case. Indeed yesterday afternoon, a few business days after my first email to Steve, Dina from Executive Relations called me. However, the conversation went quite poorly. Dina was professional and patient, though she seemed unmoved about my concerns, especially the initial March 12-May 31 delay, or the delay since May 31.
To me, the main issue harks upon this:
- The replacement case was initiated March 12
- Strangely, no notes about the replacement were in my case files (though I have notes on the tests conducted & phone bills to prove the long call)
- AppleCare never called me back, as promised (though I did get an email 2.5 months later asking to rate the call)
In addition:
- Dina stated that the record of a replacement offer was on May 31 (when I called in again), suggesting that this has not been an open replacement case since March 12
- I am being offered the discontinued aluminum unibody model, despite the lack of firewire
- I am being offered the discontinued aluminum unibody model, despite the fact that this model is discontinued and replaced with the New Macbook Pro line
After a long time of considerable frustration, I am a bit unsure what to make of the case. Is it reasonable to seek the new 13 inch Macbook Pro unibody, instead of the Macbook Unibody 2.0 that this new model replaced?
Two business days after I was offered the Macbook Unibody as replacement, this unit was discontinued as the new Macbook Pro line announced at the WWDC. During this time, an additional 1.5 weeks went by without speaking to the CR agent. So, I was unable to finalize the replacement.
In total, this makes a long time waiting (since March 12). I did not want to wait all these months, or additional weeks, but in this time, the replacement model offered to me was discontinued. In its stead, this newly-released model would resolve my concerns; I am not confident in the white MB design, and do not want to lose Firewire in the Macbook Aluminum 2.0.
Dina insists that the only replacement choice is the discontinued Macbook Unibody (or the White Macbook 2.13). This is despite the new models that were released June 8--- between the time I spoke to the CR agent on June 4, and the time I spoke with Dina yesterday.
The new line announcement that occurred during the time my case was open, so it is an unusual element. I certainly still think that the long amount of time and HASSLE for this case is unacceptable.
My case is very particular for three reasons:
(1) I had a custom-build white MacBook with specs better than the black MacBook,
(2) my replacement case was unaddressed for almost 3 months,
(3) the new Macbook Pro line was launched while my case was open.
My replacement is pending now for more than 3 months. The case was first opened in March, but over the course of a long call, I asked the CR agent to call me back in 15 minutes. I was never called back and the case went unaddressed for nearly 3 months.
On May 31, I called down the Customer Relations line all over again, to reinitiate a clearly abandoned process. At this point, the CR agent told me there were no notes about the replacement. There were also no notes about the tech tests I conducted with the Tech Engineer to validate the replacement. Suspicious.
So, in another 2-hour call, I had to explain the issues and repeat the tests, just as I had done originally in March. After this May 31 call, I was transferred to the Product Replacement department to finish up the process. In this department, I had been caught up for an additional 3 weeks.
At first, the white Macbook was offered. Considering that I voiced distrust in the white Macbook design, and that my computer was a souped-up custom-build, I was offered the Macbook Unibody 2.0 on June 4. I told the agent I was unsure and told her I would call her on Monday.
From Monday June 8 until yesterday, I was unable to reach the CR agent. In the agent's words, we played 'phone tag.' However, given that the agent did not return all the calls I left her, including 2 calls a day at times, this is more of a one-sided CHASE than 'tag.'
Meanwhile the phone calls, I had emailed Steve Jobs and Tim Cook last week. I hoped that emailing would help finalize this replacement, without further wait.
When I reached the CR agent yesterday morning, she also told me that Dina in Executive Relations would be taking over the case. Indeed yesterday afternoon, a few business days after my first email to Steve, Dina from Executive Relations called me. However, the conversation went quite poorly. Dina was professional and patient, though she seemed unmoved about my concerns, especially the initial March 12-May 31 delay, or the delay since May 31.
To me, the main issue harks upon this:
- The replacement case was initiated March 12
- Strangely, no notes about the replacement were in my case files (though I have notes on the tests conducted & phone bills to prove the long call)
- AppleCare never called me back, as promised (though I did get an email 2.5 months later asking to rate the call)
In addition:
- Dina stated that the record of a replacement offer was on May 31 (when I called in again), suggesting that this has not been an open replacement case since March 12
- I am being offered the discontinued aluminum unibody model, despite the lack of firewire
- I am being offered the discontinued aluminum unibody model, despite the fact that this model is discontinued and replaced with the New Macbook Pro line
After a long time of considerable frustration, I am a bit unsure what to make of the case. Is it reasonable to seek the new 13 inch Macbook Pro unibody, instead of the Macbook Unibody 2.0 that this new model replaced?
Two business days after I was offered the Macbook Unibody as replacement, this unit was discontinued as the new Macbook Pro line announced at the WWDC. During this time, an additional 1.5 weeks went by without speaking to the CR agent. So, I was unable to finalize the replacement.
In total, this makes a long time waiting (since March 12). I did not want to wait all these months, or additional weeks, but in this time, the replacement model offered to me was discontinued. In its stead, this newly-released model would resolve my concerns; I am not confident in the white MB design, and do not want to lose Firewire in the Macbook Aluminum 2.0.
Dina insists that the only replacement choice is the discontinued Macbook Unibody (or the White Macbook 2.13). This is despite the new models that were released June 8--- between the time I spoke to the CR agent on June 4, and the time I spoke with Dina yesterday.
The new line announcement that occurred during the time my case was open, so it is an unusual element. I certainly still think that the long amount of time and HASSLE for this case is unacceptable.
