I'm Calling Apple Support... How Do I Handle Them?

Discussion in 'Mac Pro' started by ppc_michael, May 12, 2006.

  1. ppc_michael Guest

    ppc_michael

    Joined:
    Apr 26, 2005
    Location:
    Los Angeles, CA
    #1
    I'm calling Apple's technical support for the first time. My PowerBook needs its logic board replaced.

    How do I... handle them? I want to send it to Apple to be replaced, not have them tell me some local third-party thing.

    Also, as the PowerBook is about nine months old, technical support isn't free. How much does it cost? I can't seem to find it on Apple's site. Because of the one year limited warranty, the actual replacing will be free, right?

    These may sound like silly questions, but I just want to make sure I don't get screwed. ;)
     
  2. Kingsly macrumors 68040

    Kingsly

    #3
    Polite but firm. If all else fails ask for Customer relations.
     
  3. ppc_michael thread starter Guest

    ppc_michael

    Joined:
    Apr 26, 2005
    Location:
    Los Angeles, CA
    #4
    Hey thanks!

    Okay since I don't have AppleCare I went with that one-time $50.00 option. They'll be sending me a box and hopefully fixing everything! Yaaay I'm excited. :)
     
  4. PDE macrumors 68020

    Joined:
    Nov 16, 2005
    #5

    If it's a hardware problem that is covered under warranty, you are not supposed be charged ANYTHING. The $50 is in place in case it something you have done to your computer, such as installed software that conflicts - something that is not covered by warranty and is a pure tech support issue. If it leads to a warranty repair, they are not supposed to charge you.
     
  5. ppc_michael thread starter Guest

    ppc_michael

    Joined:
    Apr 26, 2005
    Location:
    Los Angeles, CA
    #6
    The way it was explained to me is that the $50 was like a one-time Apple Care incident. This is because I asked if I could send it directly to Apple instead of taking it to a third party, because I always have bad luck with those places.

    So the completely free way would be to take it to a third party. The $50 dollars was so I could send it directly to Apple.

    At least, that's how it was explained to me...
     
  6. baby duck monge macrumors 68000

    baby duck monge

    Joined:
    Feb 16, 2003
    Location:
    Memphis, TN
    #7
    I thought it was like $50 to talk to Applecare on the phone for diagnostic purposes if you were outside of their phone support period. It's free if you take it in to a brick-and-mortar store, but they don't want you tying up their phone line!
     
  7. cmm macrumors 6502a

    Joined:
    Apr 30, 2006
    Location:
    Manhattan & Zürich
    #8
    Get your point across while being firm. They will want to test it for themselves to make sure it's the logic board; be prepared for that.
     
  8. Macky-Mac macrumors 68030

    Macky-Mac

    Joined:
    May 18, 2004
    #9

    after 90 days, if you're just getting "phone support" then it would cost, but if the call is about a hardware failure that's covered by the warranty then there's not supposed to be any charge
     
  9. ppc_michael thread starter Guest

    ppc_michael

    Joined:
    Apr 26, 2005
    Location:
    Los Angeles, CA
    #10
    Eek. So should I talk to somebody if I do end up getting that $50 charged?

    This confuses me.
     
  10. LethalWolfe macrumors G3

    LethalWolfe

    Joined:
    Jan 11, 2002
    Location:
    Los Angeles
    #11
    As other have said, polite but firm (most CSR's pretty much get stuck w/bitchy people all day so you'd be surprised how far some respect and nice words will get you) and don't be afraid to ask to be transfered to a manager or supervisor if you feel like you've hit a wall. The first people that talk to you on the phone are the low people on the totem pole and typically don't have the authority to bend rules or make exceptions.


    Lethal
     
  11. ppc_michael thread starter Guest

    ppc_michael

    Joined:
    Apr 26, 2005
    Location:
    Los Angeles, CA
    #12
    Oooomygod.

    I sent my PowerBook to Apple. They're supposed to repair my logic board and get a stuck disc out of my superdrive.

    Today I got a call (on my answering machine) from them. They said there was damage from a fluid spill that has affected aaallll this stuff like my hard drive, DC power, logic board, super drive, the list goes on and on. I never spilled anything.

    So they said my warranty doesn't cover spills so they can't fix anything unless I pay the estimated $1,500.00.

    They're using this erroneous "spill" thing an an excuse.

    I just want my PowerBook to work right. :(
     
  12. admiraldennis macrumors regular

    Joined:
    Aug 19, 2002
    Location:
    Boston, MA
    #13
    Do you have the extended AppleCare?

    I've known multiple people who've flat out spilled **** (soda, water) on their laptops and sent it in and gotten it back with a new logic board.
     
  13. ppc_michael thread starter Guest

    ppc_michael

    Joined:
    Apr 26, 2005
    Location:
    Los Angeles, CA
    #14
    No, I don't have any AppleCare, only the one year limited warranty for hardware.
     
  14. mlrproducts macrumors 6502

    Joined:
    Apr 18, 2004
    #15
    Make sure when calling Applecare to specify you're calling because of a HARDWARE DEFECT when outside 90 days but within the 1 year. I've never had a problem when I made specific that I was calling to get something hardware-related fixed (and it helps if you know what you're talking about).
     
  15. maxterpiece macrumors 6502a

    maxterpiece

    Joined:
    Mar 5, 2003
    #16
    Okay you didn't spill anything. How did you know it was just a logic board problem? had you run a hardware test before you left that said everyhtign else worked?

    If so then u gotta fight for your rights kid! Tell them the truth. If they have achoice between fixing your computer and calling you a liar then you know what they'll choose.
     

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