First Experiance with Applecare...

Discussion in 'General Mac Discussion' started by Glossybear, Jun 10, 2003.

  1. Glossybear macrumors member

    Joined:
    Oct 1, 2002
    Location:
    Hollywood CA
    #1
    It has been a bad week for my iPod (2nd Gen 10gig).

    First the remote started going out. The mini-jack for the headphones is flaky and intermittent.
    Then, the case got caught on my bag and ripped the clip off.
    Over the weekend a drop resulted in a small ding on the top right corner that interferes with the hold-button operation, and may have thrown the remote-jack out of alignment as well.
    Then, lastnight the iPod refuses to mount on my 12"powerbook.

    So at work today I run through all the steps: reset ipod, restore ipod, update ipod and nothing worked. It was odd to because the iPod mounted fine on an iBook at work.

    So I call up Applecare and begin talking to a tech there. he runs me through all the basic trouble shooting questions (do you think support-techs are more annoyed by people who call and are don't know a USB port from a Firewire port, or people who know every thing about their system down to what builds of software they are running and have already done all the obvious stuff?)

    The tech wasn't quite grasping my problem and when I told him that it was working with the iBook but not the powerbook he got confused. Talking about auto-updating and manually dragging songs over. "But it wont MOUNT" I say and he puts me on hold for a minute (which I don't mind...)

    While I'm on hold I remember that the powerbook never got updated to iTunes 4.0.1 so on a whim I run the updater, and what do you know? The iPod mounts no problem!

    I tell him this and that I have one more problem: the remote has stopped working. He asks me a few questions about it and decides to ship me a new remote. I'm happy with that, but then he tells me there will be a shipping and handling fee. Hmmm. That sucks, but I'll deal. How much could it be? Six buck? That is worth getting a new (working remote cable). Then he verifies my address and says, "that will be $36.95."
    "I'm sorry?" I ask?
    "36 dollars 95 cents"
    "Um... I can buy a NEW remote for 40. My part is under warranty."
    "That is the figure that came up in the computer."
    "Yeah. No thanks."

    And that was my first brush with apple tech-support.
    I can't say I'm all too pleased. I realize that satisfaction with support hinges greatly on the tech you speak to, and I probably could have fought and got a new remote, I just didn't feel like it... Maybe I'll callback in a day or two and hope I get a better tech...
     
  2. solvs macrumors 603

    solvs

    Joined:
    Jun 25, 2002
    Location:
    LaLaLand, CA
    #2
    Sorry to hear about the bad luck. Try going to an Apple Store if one is near you and trying again. Or wherever you bought it if it was a store like CompUSA or Best Buy. I can't imagine that the shipping on the remote from Cupertino to Santa Cruz is $37. Try calling again if going to the store is not an option. Like if you bought it online.

    And remember, it was normal wear and tear. DON'T MENTION DROPPING IT, don't admit to anything. Hate to say, but even if it wasn't your fault, sometimes just being honest will void your warranty.
     
  3. thekaiser macrumors member

    Joined:
    Dec 16, 2002
    Location:
    Huntington Beach, CA
    #3
    There is always a good chance that you got the "new guy" that did not know any better. He could have just been reading off his little computer screen. He may not have known that he could try to do something to help you out in this situation. Either way that is a shame. I will sell you mine for $35.95...that is a whole dollar off Apple's already low price of $36.95 :). Ha, well call back, and I hope you have better luck next time.
     
  4. Huked on Fonick macrumors 6502

    Joined:
    Jul 16, 2002
    Location:
    1 Loop
    #4
    Applecare has never charged me for S&H and i have got lots of things for them, maybe its different with an ipod but everything elce i have gotten from them has been free, except some feet for my ibook had to pay like 10 or 15 dollars for those...do u have 3 year coverage on it?
     
  5. Glossybear thread starter macrumors member

    Joined:
    Oct 1, 2002
    Location:
    Hollywood CA
    #5
    Feet?

    You have to pay for replacement feet!
    :mad:
    I thought they would put on a replacement foot at any applestore?

    Lame.
     
  6. zarathustra macrumors 6502a

    zarathustra

    Joined:
    Jul 16, 2002
    Location:
    Philadelphia, PA
    #6
    I have never been charged for S&H on returns, repairs, etc. I had my earphones go out once and the charger quit, and both times S&H and the new parts were free... :confused:
     
  7. peterjhill macrumors 65816

    peterjhill

    Joined:
    Apr 25, 2002
    Location:
    Seattle, WA
    #7
    My Power adapter cord for my Tibook was fraying where the cord entered the plug into the computer end. I called up the applecare line, spent 4 minutes on hold, explained my problem with the tech, they shipped me a new one, it came the very next day. The box label was cool, I peeled off the top layer and it had the return label underneath ready to go. I taped it up and was able to drop it into an Airborne shipping box.

    No shipping and Handling, no charge. They took my credit card number in the event I did not return the old adapter. I got an invoice today (three days after dropping off the adapter in the box) and the charge was $0.00
     
  8. dkeninitz macrumors regular

    Joined:
    Feb 16, 2003
    Location:
    Germantown, MD
    #8
    Man, that's amazing; your experience was completely opposite mine, for virtually the same part! My power adaptor (and cord) failed: it took me two calls to tech support, 90 minutes on hold and talking to three different people, and $49.95 to get my under-warranty parts replaced. It took four days to get the parts, which came with no return instructions, return address or pre-labeled shipping packaging. I returned them at my expense, but since there was no paperwork, Apple is trying to charge me $189 claiming they haven't received them. Talk about a hassle. It's back to PC's for me.
     
  9. Huked on Fonick macrumors 6502

    Joined:
    Jul 16, 2002
    Location:
    1 Loop
    #9
    you have to by applecare, basic apple warinty sucks they wont do **** for you, as for the feet there is no apple store near me, and i wanted new feet, after all where would i be without mine.

    I have gone through 4 powercoards i think (3 with the fraying problem and one that just quit). the last of them i got billed for because apple said they where not recieved called them up and they showed they they where revecied(by airborne tracking) and said it was there fault and refunded my 120 dollars....x2 cuz i put my friends on my cc and the same thing happened(his frayed) and we got ours at the same time and sent them back together, there pule off labels are cool but i allways break them.......there not very idiot proof for me
     
  10. arogge macrumors 65816

    arogge

    Joined:
    Feb 15, 2002
    Location:
    Tatooine
    #10
    The plastic cover around the LED on the end of my PowerBook's power supply cord had snapped off, so I took it down to one of my local Apple Stores and had a free replacement in about 20 minutes. I simply presented the broken part and a copy of my AppleCare contract, and an Apple Genius went into the back room for the part. I'm glad that I have AppleCare coverage.
     

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