My many "walks of shame"

[sjones]

After reading about the Irish "walk of shame", I'd thought I'd post up my many walks of shame to an Apple Care Centre in Madrid.

Here's the most recent letter I sent out to Apple about my faulty PowerBook G4:
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POWERBOOK G4 1.5 15”

RE: LOGIC BOARD FAILURE – DEC 2005
RE: USB PORT FAILURE – DEC 2005
RE: LOGIC BOARD FAILURE – JUN 2006
RE: AIRPORT CARD FAILURE – JUN 2006

*RE: COMPLETE POWER FAILURE – AUG/SEPTEMBER 2006

First I’d like to say thank you for the 3 month extension on my PowerBook G4. I was delighted to get a positive response from Apple after the numerous problems my computer has encountered.

Unfortunately the problems have not stopped. My computer is now suffering random power failures where the power pack neither powers the computer or the battery for very long periods of time. I can be using the computer or it might be asleep, and the green power light will switch off and the computer switches to battery power until it runs out.

I returned to the same Apple Care Centre in Madrid (Dr. Castelo, 35, 28009 Madrid) and was first told that my extension wasn’t valid by the technician. This was eventually resolved only then the technician offered to sell me a replacement power pack – this kind of attitude is incredible, especially I have already spent 2,300€ on this computer and have a guarantee!

The technician gave me a power pack from the shop while a replacement was sent out from Apple for him to keep.

However, the problem has not been resolved and the power continues to switch off at random times – clearly the problem is more complicated than a power pack failure.

I understand that shopping hours in Spain are very short with siestas and early closing – but the technician was unwilling to wait for me before Friday closing at 3pm and unlike him I do need to work Fridays, and the weekends.

Recently I read about a customer who was willing to walk to his nearest Apple store in Dublin for a replacement. He was then sent a replacement within a matter of hours. What exactly has to happen before someone receives this kind of service?

I’ve had constant problems with my PowerBook G4 and am heavily reliant on it. I have been back and forth to the Apple centre with one problem after another so many times that I’ve lost count.

My worry is that after a year, my computer is failing in nearly all its parts. What happens when my screen gives out, or something else happens and my 3 month extension has expired? Replacement parts are extremely expensive – money I don’t have and money that I am losing for the days I cannot work.

So far my logic board has failed twice, the right USB connection, the airport card, and now my computer is suffering complete power failures. How much would this cost me when my extension is no longer valid – I know that a single logic board is around 500€ and mine has failed twice already. Am I supposed to find over two thousand euros every year to buy a new computer to be able to work securely?

I look forward to hearing your reply and resolving these on-going, time consuming, and costly problems once and for all.

Regards,

Steven Jones
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Now I don't know what to expect from Apple – I don't even know if I'm going to be able to work this weekend, but I'll post any updates here and in any other forums I find.

 

[Dont Hurt Me]

Portables allways fall apart, hows that for some Applespin? Just like a car. long live the desktop?

 

[sjones]

Update - Apple.com delete my thread

Though I've not heard from Apple yet, a number of people have replied to my post on Apple.com. From this and other forums the general consensus seems to be that Apple must replace seriously faulty equipment... a very valid customer response.

Apple have now DELETED my thread... so is the kind of service being offered to the customer?

I have re-posted my thread on Apple.com and will post any updates here.

 

[generik]

Though I've not heard from Apple yet, a number of people have replied to my post on Apple.com. From this and other forums the general consensus seems to be that Apple must replace seriously faulty equipment... a very valid customer response.

Apple have now DELETED my thread... so is the kind of service being offered to the customer?

I have re-posted my thread on Apple.com and will post any updates here.

Why not send it to steve instead? I wouldn't be surprised if their moderators are explicitly instructed to delete posts such as yours... wouldn't do good if newcomers come along and realise that a young, suave, and slick Mac is no better than a fat, old, ugly looking middle aged "gramps".

 

[Cowinacape]

I commend the O.P. on being able to keep his head in light of such a problem riddeled machine, I would be foaming at the mouth, I am sure. I look forward to hearing an update as to how Apple addresses this issue(s) for you.

 

[Demon Hunter]

Your approach is completely wrong.

The Apple Store isn't a boutique. Contrary to popular belief, Apple doesn't care about how you use your PowerBook, its sentimental value, how much you spent, or what you had for breakfast.

You should be on the phone with Apple, not writing exhaustive letters full of
particulars. If you called them up and they saw your repair history, you would probably have a replacement within days. I don't know about Spain, but here in the United States we have laws which protect the consumer.

 

[extraextra]

Your approach is completely wrong.

The Apple Store isn't a boutique. Contrary to popular belief, Apple doesn't care about how you use your PowerBook, its sentimental value, how much you spent, or what you had for breakfast.

You should be on the phone with Apple, not writing exhaustive letters full of
particulars. If you called them up and they saw your repair history, you would probably have a replacement within days. I don't know about Spain, but here in the United States we have laws which protect the consumer.

Haha. I definitely agree though. Perhaps you should sound a little more... aggressive. It's kind of lengthy which takes away from the problems you have and the wording makes it sound not very serious.

 

[sjones]

Ok - so I'm going to give them a ring as well.

Be more aggressive... like what? I'm not going to threaten anyone, and if I start swearing at them, I'll never get to explain what the problems is.

 

[generik]

Ok - so I'm going to give them a ring as well.

Be more aggressive... like what? I'm not going to threaten anyone, and if I start swearing at them, I'll never get to explain what the problems is.

Go to the largest store in your city, and in the midst of all the other customers, yell out your problems. Keep including words like "APPLE SUCKS! CAN'T EVEN REPAIR IT AFTER X TIMES! ALL MACS ARE LOW QUALITY!"

They will surely fix you up or they can forget about closing a sale that day

 

[sjones]

sounds like a plan if this were the UK, or America, but I'm in Madrid and there are no big stores. In fact, you try having an argument with one of the guys in the Apple centre and they get pretty angry and refuse to do anything, or start trying to sell you stuff.

One of the stores here is like someone's garage - a friend of mine had their mac there for 6 weeks until Apple recalled it with an apology.

 

[extraextra]

Ok - so I'm going to give them a ring as well.

Be more aggressive... like what? I'm not going to threaten anyone, and if I start swearing at them, I'll never get to explain what the problems is.

Sound more demanding, like, you're computer has broken several times, and has now completely given out, you've been understanding, but this is now the last straw. Maybe say you'll take legal action or something, I don't know. You'll tell all your friends Apple is a horrible company. Don't start with, "I appreciate all of your previous help" or something along that line. Be polite but firm?

Hopefully all that works. I've never really encountered a situation like that. I live near a store, and luckily for me, all the people who work at the store are young college guys.. and I'm a young college girl. I don't have to say much for them to start offering me replacements and fixing things on the spot, hehe.

 

[sjones]

I'm waiting on a reply from Apple Customer Service now.

Here's all the problems to date, all within the first year of purchase...

Logic Board failure
USB port failure (2nd new logic board)
Logic Board failure (3rd one)
Airport card failure
Random power failures
Replacement power pack
Continuing random power failures
Serious overheating

I can't leave this is the shop any longer - if Apple don't replace it then I'm pretty screwed.

 

[slughead]

Should this really be in the mac pro/PM forum?

 

[sjones]

...no worries - new to this forum - where's a better part?

Been impossible to contact Apple Customer Relations today... 20€ telephone calls just to be kept on waiting. It's also impossible to ring the 902 number from an Internet Cafe, so the other options is phoning from a telephone in the street.

 

[sjones]

Still waiting on the solution... finally after more time and money phoning the Apple 902 number, a technician rang back and had me do a test. He then updated my case reference and now I have to wait until Monday to find out if they'll replace this thing once and for all.

Watch this space.

 

[sjones]

Well... a fantastic and satisfying service from Apple!

Apple rang back yesterday (from Ireland) which saved a fair bit of money in International calls/and waiting... and a new MacBook Pro is on its way, confirmed today!

To be completely honest, this does 100% make up for every single damn problem I have had with my PowerBook G4. In fact, I love Apple all over again - and will keep telling people with PCs that they are just wrong.

 

[Chrispy]

Wonderful! It seems like with Apple is you push hard enough you will eventually get a positive outcome.

 

[Trekkie]

So what have we learned from this thread?

Call them , don't post on forums

Glad to hear it worked out and they took care of you.

 

[Cowinacape]

Good stuff, glad to hear that they have taken care fo you in a proper fashion!