First Mac Purchase Not Going Well

Discussion in 'Buying Tips, Advice and Discussion (archive)' started by Redline13, Feb 22, 2004.

  1. Redline13 macrumors 6502

    Joined:
    Feb 20, 2004
    #1
    I have long admired Apple's line of portables and I recently decide to bite the bullet and get one. Yesterday I recived my refurbished 12 inch 1 Ghz model powerbook in the mail.

    I opened it up,plugged it in and hit the power... nothing happened. I waited until the battery was fully charged and still no response. I gave AppleCare a call and after spending about a half hour on the phone we were able to force the powerbook to start (by clearing the PMU or something like that he said) but it would crash to a blank screen after maybe 30 seconds.

    Finally the AppleCare Rep. decided that we were over our heads as to what could be done over the phone and he recommended that I visit my local Apple store.

    After I arrived the first person I spoke to wasn't very helpfull and insisted that I just hadn't charged the battery enough. I started to get annoyed and I think she recognized that found someone else to help me. The next individual was much more responsive and listened to what I had to say. He gave my powerbook a look over and was unable to gey it to start at all. He gave me a case number and told me I should call back AppleCare and I could arrange to have my powerbook either repaired or replaced.

    So back at on the phone with AppleCare I stated my prefrence to have the computer replaced. I was then transfered to some one who took down my info and set up what he called an "escalation" to have my DOA powerbook replaced. Unfortunatly the department that handles cases like mine is not open on the weekends and I am going to have to wait till Monday for a call back.

    I asked the rep what is the usual course of action in situations like this and he said that he hadn't delt with a case like this in quite some time but from what he understood I would recive a call on Monday to arrange pick up of the computer from my home and once it was verified to be in Apple's warehouse they would ship me a new refurbished model or if they are out of stock a brand new 12 inch powerbook at no extra cost.

    Intrestingly one of the reps I was on the phone with was very suprised I had purchased the powerbook as a refurb. because it according to the serial number it was Built on Feb. 7th. To put that in perspective It shipped on the 16th and I recived it on the 21st.

    I have to admit I am pretty disappionted about reciving a dud refurb and being forced to wait for a replacement. This incident really makes me call into question the quality of Apple's refurbised products. Which isn't very comforting since I also bought a refurb. AE card. On the positive side I was impressed with the quality of Apple's Phone support. They were knowledgeable and took the time to answer all of my questions.

    Has anyone been down this road before or have any advice? Do you think I can get Apple to spring for free expedited shiping to compenate for my lost time?
     
  2. invaLPsion macrumors 65816

    invaLPsion

    Joined:
    Jan 2, 2004
    Location:
    The Northlands
    #2
    Sorry for your problems.:( My brother just purchased a refurbished G5 and it has had no problems whatsoever. Looks like you just got unlucky, pity it had to be you.
     
  3. renikm macrumors newbie

    Joined:
    Dec 28, 2002
    #3
    I'm sorry this happened. I think it's just one of the freak occurences though. The good thing is that I'm sure they will take care of you, becasue It's obviously thier fault. You'll just have to wait it out. :( When you have your powerbook up and running, this will all be a distant memory-I promise!
    No harm in asking for expidited shipping, ask them!
     
  4. mpopkin macrumors 6502

    mpopkin

    Joined:
    Nov 14, 2003
    Location:
    Chapel Hill, NC
    #4
    Re: First Mac Purchase Not Going Well

    First, It is always troubling to recieve a dud product.
    Second: if it was made on Feb 7th then obviously it was New and Not refurbished. Apple Serial Numbers to my knowledge are pretty accurate in terms of manufacture and info about the specific machine.
    third: Aluminum Powerbooks have had a great deal of problems in the past six months with about half of them reporting a problem or two and requiring replacement/fix. So it may be likely that the Applecare rep either is new to his department and unaware of the problems surrounding the Powerbook or is lying. I have found Applecare reps to be nice, responsive and willing to help, but when it comes to knowing about your computer and this is sort of funny every problem i have on my DP G5 2ghz, they say i need to reset the PMU, but each time it has been found out to be a hardware, and not software problem by a Apple Specialist(non-Applecare Phone Support), so i find Applecare reps to be quite uninformed when it comes to Apple computers, so in general all i call them to do is to arrange a rep to look at my computer if it has a problem. This is not saying that you will go out and always get a dud for a rep, i have had a few really knowledgable reps who know their stuff. I figure that there is a high turnover ratio or something.

    Good luck with your PB, hopefully they will replace it for you


     
  5. flyfish29 macrumors 68020

    flyfish29

    Joined:
    Feb 4, 2003
    Location:
    New HAMpshire
    #5
    Re: First Mac Purchase Not Going Well

    Yes, Apple should expedite...I received next day Saturday service on my refurb. iMac that was sent to me and was not so refurbished when I got it. They actually should ship the computer to you when Fed Ex takes your bad one away. They will give you a tracking/confirm. number which you should be able to call your apple rep (get their direct number and name) and get them top release your new one immediately.

    As far as the serial number goes, all refurb. units are given a new number when refurb. so that is why it looks as if it was made on Feb 7.

    There was a batch of products that came out last fall that were not refurbished according to the regular Apple standards standards (three or four threads last fall spoke of these problems including mine) I think it only happens occasionally as maybe some one has a bad day ??

    Mine came to me without being fully cleaned, fan noise issue and a few other little things that were missing in the box.

    Good luck on your new one!
     
  6. Redline13 thread starter macrumors 6502

    Joined:
    Feb 20, 2004
    #6
    update

    Well I just got off the phone with Apple sales support and I am not really satisfied. They agreed with me that my powerbook was DOA and needs to be replaced but they don't have any more refurb 12 inch models with Superdrives in stock so they are telling me that I have to wait until some arrive or they can issue me a credit. When I informed him that I was told that if no more refurb. models were in stock I would be shipped a new powerbook he claimed that was not possible. Something about it having to be replaced with the same stock number in there system.

    I decided to wait a day to make up my mind. Neither option really satisfies me. Who knows how long I will be waiting for a new refurb? I don't really want a credit I want a freaking powerbook. On the positive side they agreed to free expedited (two day)shipping. Still this has left a really bad taste in my mouth. Any more advice?
     
  7. rueyeet macrumors 65816

    rueyeet

    Joined:
    Jun 10, 2003
    Location:
    MD
    #7
    Take the credit and buy the machine from the Apple Store you visited; also bring whatever documentation/information about your DOA machine you have--support ticket #, any emails they may have sent you, etc. Make sure the Apple Store staff understand how leery you are of Macs after your experiences, and see if they will let you open your new computer up and make sure it works before taking it home. No waiting, and no wondering.

    From what I remember, it's mostly the 15" AlBooks having so many problems; aside of heat complaints, I think the 12" ones were relatively glitch-free. So while it's definitely not fun getting the one dud among however many trouble-free machines, don't give up yet! My brother-in-law's using a 12" he borrows from work, and it's one sweet little computer.
     
  8. Redline13 thread starter macrumors 6502

    Joined:
    Feb 20, 2004
    #8
    I would consider following your suggestion but the powerbook I purchased was a refurbished model. As far as I know the Apple stores don't stock refurbs right?
     
  9. Flowbee macrumors 68030

    Flowbee

    Joined:
    Dec 27, 2002
    Location:
    Alameda, CA
    #9
    Re: Re: First Mac Purchase Not Going Well

    What is your source for this "fact?" This is simply not true.
     
  10. nargot macrumors regular

    Joined:
    Jan 29, 2004
    Location:
    Australia
    #10

    My dad has a decked out 15" PB, uses it non stop and has had no problems. No real problems have been encountered around here from what i've seen also. iPods on the other hand have had way more problems.
     
  11. flyfish29 macrumors 68020

    flyfish29

    Joined:
    Feb 4, 2003
    Location:
    New HAMpshire
    #11
    Re: update


    I am sorry to hear about these issues. I almost had this happen with me, but they happened to have one left in stock. FYI: They can't ship you a new one due to basic retailing issues...unfortunately there are some people out there that would do the following trick...buy a refurm...purposefully make it DOA...then return it and since there are no more just like it demand a new one...which is unfair and unethical. Unfortunately there are many policies in retail that are made due to unethical behaviors of customer...PLEASE DON'T THINK I AM SAYING YOU DID THIS AND I WOULD NEVER THINK THAT, but there are people out there that would and probably have tried to do this and therefore they have to have policies to protect themselves from this.

    Doesn't SmallDog.com and all the online Mac catalogs sell refurbished units????
     
  12. Redline13 thread starter macrumors 6502

    Joined:
    Feb 20, 2004
    #12
    I understand the reason they won't ship me a new replacement. Fraud is an unfortunate reality in most any business. However I don't really care. Right now I am stuck with no powerbook and no date as to when I might get one.

    Hmmm. I guess that sounds a little harsh but I just feel like I am stuck between rock and a hard place. At this point I am leaning toward just shipping it back and waiting for a fresh stock of refurbs. I am just worried that the wait may be a couple of weeks. I am going to call the rep back tomorrow and make a choice. Anyone else care to share there opinion?
     
  13. invaLPsion macrumors 65816

    invaLPsion

    Joined:
    Jan 2, 2004
    Location:
    The Northlands
    #13
    Maybe you should take the credit and wait for powerbook updates?:confused:
     
  14. iJon macrumors 604

    iJon

    Joined:
    Feb 7, 2002
    #14
    people have a problem realizing that a computer is a machine, things can break. First of all you saying its a refurb wouldnt make surprised this happen, but still thats not the point. things can break, you got an unlucky one. you said it yourself, apple on the phone was very helpful. you will send it back and they will fix it, simple as that. either you can pout and go with another company, or accept the odds that you got a DOA and just wait for a new or repaired one. it happens, dont be to mad about it.

    iJon
     
  15. spacepower macrumors member

    Joined:
    Jul 8, 2002
    #15
    cpu history

    "As far as the serial number goes, all refurb. units are given a new number when refurb. so that is why it looks as if it was made on Feb 7."

    I remember reading this about a year ago. On macintouch and some other websites. Since Apple gives the refurb a new SN#, they don't keep track of the computer's history. ie, you don't know why the powerbook was returned and refurb'ed by the first owner.

    It is possible that the same problem the original owner had with the powerbook is reoccuring. But now you and Apple have to troubleshoot the the powerbook again.


    (Hypeothetical)
    Maybe there were two problems that the new powerbook had, but Apple only found one, resulting in a temporarily working powerbook. They think that they fix it, but now they have to troubleshoot it again from start, bc they don't know what was the first problem that they had solved, since they had erased the machine's history when giving it a new SN#.

    It is a waste of both your time and Apple's.

    Shame on Apple

    This is why I stay away from refurbs
     
  16. flyfish29 macrumors 68020

    flyfish29

    Joined:
    Feb 4, 2003
    Location:
    New HAMpshire
    #16
    Hey, i was just on Apple store.com and they have lots of refurb. powerbooks in stock it looks like...seven or eight diff. kinds so check it out quick if you have not gotten your replacemnt figured out.

    Good luck
     
  17. Redline13 thread starter macrumors 6502

    Joined:
    Feb 20, 2004
    #17
    Well I got off the phone a minute ago with Apple. I am shipping my powerbook back tomorrow and I have decided to wait for a new shipment of refurb 1Ghz 12 inchers (with Superdrive) to come in. I am going to give it a week and then re-evaluate and maybe go in another direction if the order is still outstanding.

    This whole situation has been really frustrating. I was excited when I finally got my computer in the mail only to go though all this trouble and waste of my time. Oh well, hopefully this will all have a happy ending. :confused:
     
  18. FlamDrag macrumors 6502

    Joined:
    Jan 8, 2003
    Location:
    Western Hemisphere
    #18
    Are you sure that you didn't order from the "will need to be refurbed" store as opposed to the refurb store? :)

    Just teasing.

    Bummer about your ordeal. I have a rev.a 17" powerbook and would have been crushed had I gone through a similar ordeal. Your frustration is warranted.

    Make sure that you get next day shipping at no cost to you when your next computer comes in.
     
  19. Redline13 thread starter macrumors 6502

    Joined:
    Feb 20, 2004
    #19
    That's funny. :cool:
     
  20. Redline13 thread starter macrumors 6502

    Joined:
    Feb 20, 2004
    #20
    Happy Ending !

    I just got my powerbook today. Fed-ex missed me yesterday but today I went and picked it up instead of waiting till Monday for them to come back. Actually I had no idea it was coming. The Apple rep said they would e-mail me when it was shipped but I never recived one.

    Thankfully it is working right out of the box with no problems so far. I just updated the os and I am now installing iLife 04. Afterwords I will tackle the AE card. I am typing this message of my soon to be retired windows box. It's a P-II 400 Mhz machine with 10 gig hd and 196 k of memory running XP so my new powerbook is a nice little upgrade.
     
  21. aswitcher macrumors 603

    aswitcher

    Joined:
    Oct 8, 2003
    Location:
    Canberra OZ
    #21
    Re: Happy Ending !

    Good to see they came through.
     
  22. Redline13 thread starter macrumors 6502

    Joined:
    Feb 20, 2004
    #22
    Well I guess it was to good to last. My one week old powerbook has developed white spots on the display. I dropped it off at the apple store today and it is going to be about a week until I get it back. :mad: To top it all off yesterday I tried to connect a monitor I have kicking around to the powerbook and Apple sent me the wrong connector with my order. Instead of a mini DVI- VGA adapter I was sent a VGA adapter for a iBook. :mad:

    WTF!!! This is the second straight substandard powerbook Apple has sold to me. I love the computer but Apple's lack of quality control has left me disgruntled.
     
  23. latergator116 macrumors 68000

    latergator116

    Joined:
    Sep 30, 2003
    Location:
    Providence, RI
    #23
    I hear ya' I was without a computer for 6 months and when I got my iBook (also a refurb), it had troubles charging and I had to send it back the next day. Thats sucks though... twice in a row for you. Just try to remain patient (which I know can be hard) and it will pay off when you get your PB back and you also get your cable returned. Good Luck. :)
     
  24. jsd macrumors member

    Joined:
    Oct 15, 2003
    Location:
    Orange, CA
    #24
    My 15" has had problems upon problems—five repairs! Luckily, it all seems to be worked out now. Apple needs to get their act together. I've been and Apple customer since 1984, and maybe I've been lucky, but this is the first computer that I've ever had a problem with. Something went wrong with this last batch of PowerBooks, that's for sure. My girlfriend's PowerBook 12" 1GHz had a problem where it wouldn't start up...she had to send it in. Luckily these repairs only take a day, and Airborne/DHL picks up and delivers anywhere.
     
  25. Redline13 thread starter macrumors 6502

    Joined:
    Feb 20, 2004
    #25
    The Comedy of Errors Continues....

    I gave Apple a call today on my lunch break to get the correct cable sent to me that I should have had in the first place. The first rep I talked to told me that the mini DVI - VGA adaptor cable only comes with new and not refurbished Powerbooks. After protesting he aggreed to ship me the cable as a customer satisfaction issue. He set up the order and and gave me the tracking number so I could see it's status online. Ten minutes later I checked the status of my order on Apple's website only to find he had inputed the wrong item!!! Instead of a mini DVI to VGA adaptor he sent me a full size DVI to VGA adaptor.

    After muttering a few choice words under my breath I picked up the phone and gave Apple a call back and got the order straightend out. The funny thing is that even though I called back just a few minutes later it was to late to stop the first order so I will be getting both cables on top of the Ibook cable that I mistakenly shipped in the first place. They don't want the incorrect cables back. I guess it not worth it for them to pay for the return shipping. I don't know what I will do with them as as they are not particularly valuable. Maybe I will put them on ebay anyway.

    Next time I wonder why Apple charges a premium for it's products I will remember this whole episode. I wonder how much all these errors are costing them?
     

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