How to Handle Apple Support

Discussion in 'MacBook Pro' started by screensaver400, Nov 1, 2006.

  1. screensaver400 macrumors 6502a

    Joined:
    Jan 28, 2005
    #1
    I have a MBP that was replaced with a new model about 4 months after it was purchased via a contact at Apple Corporate I reached through Steve Jobs' email address. Basically, I went through normal support channels twice for the same issue (it wasn't fixed the first time). The second time I had it repaired through an Apple Store, and they broke the super drive. The casing was a little damaged and it wasn't recognized by the OS. I emailed Steve, and one of the high level support people contacted me, and it was replaced with the updated model the same day at the Apple Store.

    A week later the display totally crapped out. It's hard to describe, but the issue was similar to the CTRL-ALT-CMD-8 reversing, but not exactly. It even affected the boot screens and Windows. The Apple Store replaced it no-problem as DOA.

    The new machine has been mostly OK, but there have been a ton of small issues.

    1. It will not go to sleep properly. When I close it, it stays awake. Sometimes putting it to sleep with the Apple menu works, but sometimes not.

    2. It does not shut down or restart properly. It hangs after I tell it to restart/shut down on a screen with just my background. I need to hold down the power button to shut it down.

    3. The iSight was dead for a while... It was just a green screen in any program with some distortion near the top. See link below. However, this has since somehow sorted itself out and is working.

    4. The big one: The casing seems to be electrically charged. It will shock me when I walk up and touch it if it has been on for a while. If I am touching it for a while and then touch something metal, I also get shocked. This is not every single time I touch it, but probably 3 or 4 times per day. I'm most concerned because a few days ago when I was plugging in headphones, I saw blue electricity arc about half a centimeter between the hole and the silver plug on the headphones. There was a loud noise out of the earphones, but after that they were fine.

    In addition I have the normal heat issues as well as a screen inverter whine (it goes away if I keep the brightness below about 12 clicks).

    Obviously I need to get this sorted out. After the Apple Corporate guy had it replaced the first time, I called him to thank him, leaving a message. He called me back and told me to call him if I have any other problems. My question is this: Should I contact him directly, or should I proceed through normal support channels first?

    EDIT: Weird iSight Problem: http://img231.imageshack.us/my.php?image=photo9ge6.jpg
     
  2. PygmySurfer macrumors 6502

    Joined:
    Aug 7, 2006
    Location:
    Wellesley, ON
    #2
    I'd call him directly. He told you to, after all :)

    Sounds like you've gone through quite a bit, so it's only fair Apple does their best to resolve it for you.
     
  3. Dubba macrumors regular

    Joined:
    Oct 4, 2006
    Location:
    Nairobi, Kenya
    #3
    I agree with PygmySurfer.

    I have a contact at AppleCare in Europe, and I always go directly to him - it always helps dealing with one person if at all possible.

    Further, he asked you to contact him with any further problems, and as this is related to the replacement machine, I would not hesitate to contact him.
     
  4. screensaver400 thread starter macrumors 6502a

    Joined:
    Jan 28, 2005
    #4
    Alright. Should I ask for anything specific? Expedited repair service? A new MBP of the same model? A Rev. B MBP (since they seem to have less problems)?
     
  5. Dubba macrumors regular

    Joined:
    Oct 4, 2006
    Location:
    Nairobi, Kenya
    #5
    If it were me, I would call/e-mail him and outline the problem(s). Wait to see what his reaction is about repair/replacement. I wouldn't being by asking for things - see what he says and react accordingly.
     

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