The Refund Saga

Discussion in 'MacBook Pro' started by Felldownthewell, Oct 30, 2006.

  1. Felldownthewell macrumors 65816

    Felldownthewell

    Joined:
    Feb 10, 2006
    Location:
    Portland
    #1
    Hey Everyone,
    I had some free time (I.E. geometry class) and decided to share my weekend story of trying to get a refund for my Macbook Pro (Core Duo, not the newest model). Let me start off with the history. I ordered my Macbook Pro from the Mac Store (not the Apple Store, but an authorizer re-seller) in early March. It was supposed to arrive in time for my birthday on April 2nd. It was recieved in the opening days of May; that delay aside, I loved my computer, it was fast, useful, and portable. Exactly what I wanted. Then, it started to develop the now infamous whining noise coming from the top of the keyboard. I called to see what applecare would do about it, and they told me to send it in. 10 days later I got it back; I opened the package and took out my beautiful repaired...oh wait. No. It was covered in scratches that were not previously present, and when turned on, still whined. However, this time the whine could be disabled, not with photobooth, but by turning off the backlight. Yes, they had replaced my functioning screen inverter with a faulty one.

    So I called back apple, complained, and they told me to send it back in, which I did. Another 10 days gone. I got it back scratch free and whine-less: yay! Victory!...Right? Sadly, I was wrong; several weeks after I got my machine, it developed a rattling, noisy fan towards to top of the keyboard. Again, I called apple, and they had me run some tests which showed that the Logic Board was fried...again (3rd time). They told me they could fix it, but I requested a replacement, which they gave to me without a fight: amazing! I was happy, and ready to get back to using my computer without all these interuptions (by now we are right in the middle of the school year when I need my computer the most). They even gave me a free .16ghz processor boost. I was being a student leader at outdoor school when the machine arrived, nearly two weeks after I sent my defective one it.

    I opened it and everything was great; no noise, the heat levels had gone way down, even battery life was up! So imagine my suprise when, two weeks later, I go to burn pictures of my sister's Bat Mitzvah onto a CD (first burn atempt so far), and the drive spins up all the way, making an awful racket and actually shaking my desk. I go to force quit iPhoto and find that OS X is frozen entirely. Wow. So I try again. And again. Both times with the same result. I check the disk; its fine. So I head over to the Mac Store where I originally purchased the machine since I needed to stop at a store nearby anyway. They tell me that the drive is "hosed" (their words), and that they can repair it, but since the new MBPs are out, that I should go into the official apple store and demand a new C2D. I didn't think that likely, and at this point I'm not sure if I want another apple product again, but I decide to go anyway because I have to go near to where the offical store is anyway. So I head off, and wait for 3 hours to be seen at the genious bar. They tell me that they can repair it, and it will take 5-10 days, but can't replace or refund the money, that only the Mac Store, where I bought it, or Apple Care phone support can refund it. At this point I want a refund so I have the option of going with another kind of less problematic computer. So I head back to the Mac Store (they are 45 minutes away from eachother).

    At the Mac Store I am told that the Apple Store, in fact, cannot replace or refund me, and that only Apple Care phone support can do it. So I explain to him that I am doubtful of that, since apple didn't take my money originally, but he assures me that it is the only way. So I go home and contact Apple, where I sort through a seperate issue involving my applecare refund, and then come to the issue of my computer refund. The AC guy tells me that he can't do it, only Customer Relations can, but they are closed on the weekends and only available from 8am-8pm (central time) weekdays. Since I am two hours behind them, I get up at 6am in order to be able to call before school, as I don't get home from school until right before 6 every day this week. I am told, after an hour on hold, that under no circumstance can apple give me a refund, and that only the Mac Store can do so. So I took down her name and extention so that when I go into the Mac Store tommorow, I can have them call her and have them duke it out.

    I know some people may read this as me just wanting a C2D MBP, but believe me, this is just me wanting my money back so that I can consider my options outside of apple. I love OS X, and the sleekness and power of the MBP, but considering it has been out of my hands for repairs for more than a month out of the last 6 that I have had it is unacceptable. I need a reliable machine, and my MBP is anything but.

    If you got this far, thanks for reading my rant, but I just needed to get that off my chest :eek:
     
  2. DVNIEL macrumors 6502a

    DVNIEL

    Joined:
    Oct 28, 2003
    Location:
    California
    #2
    Yeah forgive pls if its automatically assumed if you're just doing it for a C2D, thats the mood here these days, a lot of those that are happy they waited, but a lot who are not so happy because they gave in a day too early.

    But I hope there is resolution to this story, its only right you get what you pay for and that it lives up to the hype of the adveristments ("Hello I'm a Mac and I'm a PC) that they use to convert people.

    Keep at it, persistance will get you far
     
  3. Felldownthewell thread starter macrumors 65816

    Felldownthewell

    Joined:
    Feb 10, 2006
    Location:
    Portland
    #3
    Thanks for the support!

    Yah, I knew that with the intel switch chips would be updated far more regularly, and I was fine with that. I bought this machine with the intention of keeping it for 3-4 years, so I am disappointed that I have to ask for a refund, not happy at the prospect of a windows machine (blech) or a C2D if it turns out that there are no problems with it.

    Hopefully there will be a happy resolution, I have no idea when I'll be able to get to the Mac Store, but when I do, I'm not leaving until I'm happy. (I'm a political sit-in veteran- they won't know what hit 'em :D )
     
  4. Cybergypsy macrumors 68040

    Cybergypsy

    Joined:
    May 16, 2006
    Location:
    Central Florida!
  5. jeremy.king macrumors 603

    jeremy.king

    Joined:
    Jul 23, 2002
    Location:
    Fuquay Varina, NC
    #5
    So you got a free upgraded replacement with a bum CD drive, which Apple is offering to fix, and you want a refund or a new C2D? Seems greedy and hypocritical to me. Get the drive fixed and be done with it.
     
  6. Felldownthewell thread starter macrumors 65816

    Felldownthewell

    Joined:
    Feb 10, 2006
    Location:
    Portland
    #6
    No, I want my money back so that I can consider my other, non-mac options. If this was my first problem I would totally agree with you, but this would be the 4th time sending in my computer in 6 months, which is unacceptable. I want a system that works. Constantly fixing a broken system is not an acceptable answer; I want one that functions without needing repairs every 5 weeks.
     
  7. erikistired macrumors 6502

    erikistired

    Joined:
    Apr 21, 2006
    Location:
    (770)
    #7
    after everything he's gone through i'd want a refund as well.
     
  8. jane doe macrumors 6502

    Joined:
    Feb 18, 2004
    #8
    The place you got it from would be the place to get your money back from, AppleCare may be able to help but I doubt they would give you money for something that was not purchased from Apple directly.
     
  9. jeremy.king macrumors 603

    jeremy.king

    Joined:
    Jul 23, 2002
    Location:
    Fuquay Varina, NC
    #9
    You are contradicting yourself.


    But this is the first issue with your new replacement machine, right?

    I just think that since you have already negotiated a replacement machine, something a lot of people have had difficulty getting Apple to even consider, that you are pressing your luck to request a C2D...Unless, that is, you have more issues beyond the CD Drive with the new machine. Just get it fixed and stop worrying about the prospect of it failing.
     
  10. Felldownthewell thread starter macrumors 65816

    Felldownthewell

    Joined:
    Feb 10, 2006
    Location:
    Portland
    #10
    If you read the sentance before my "contradiction" you will see that I am also considering a windows machine, possibly from alienware. The C2D is an option only if I get back my money and find out a month down the road that there are no problems with it as reported by other MR users.


    Correct.

    I am not requesting a C2D. I'm not even going to consider one until I find out whether they are problematic as well. I want my money back, that is all.

    Again, if this was my first MBP, and my first or even second issue, I would take your advice and get it repaired and get on with life. However seeing as this will be my 4th time sending in to apple, I have no confidence that there will be an issue at a later time. If I could have the assurances of Apple that this would be last issue, and if they were wrong, I would get my refund, I would be happy to send it in. However, they will not promise me that, so I want a refund.
     
  11. jeremy.king macrumors 603

    jeremy.king

    Joined:
    Jul 23, 2002
    Location:
    Fuquay Varina, NC
    #11
    They do, however, promise to fix it at no charge to you for a year which is a pretty good deal...well, technically lost time has a cost.

    If you are that determined, try calling your credit card company if you used one.
     
  12. Sun Baked macrumors G5

    Sun Baked

    Joined:
    May 19, 2002
    #12
    After 6 months it is unlikely they will help you even if you did get scammed and can prove it.
     
  13. PillarFan1 macrumors member

    Joined:
    Oct 3, 2006
    #13

    don't go with alienware. the customer service is horrible and they are overpriced.
     
  14. Felldownthewell thread starter macrumors 65816

    Felldownthewell

    Joined:
    Feb 10, 2006
    Location:
    Portland
    #14
    True, and since I have applecare, they will fix it for 3 years. That is another thing for me to consider; apple has one of the best warranties I have ever seen. I just wish I didn't have to take advatage of it so often.

    I hadn't thought of the credit card company, but it is something to keep in mind, thanks for reminding me of that.

    Do they ever refund money for anything other than scams? I really have no experiance with credit card company policy...

    Thanks for the heads up.
     
  15. shakerbaby macrumors regular

    Joined:
    Oct 5, 2006
  16. Felldownthewell thread starter macrumors 65816

    Felldownthewell

    Joined:
    Feb 10, 2006
    Location:
    Portland
    #16
    Thanks for reading through the entire thread before you pass judgeme....oh. Wait. Nevermind.

    I want a functioning machine that dosen't need to be fixed every couple of weeks. If most machines now ship with C2D, so be it; I'm not going to buy outdated technology to satisfy the accusations of just wanting newer tech on MR. :)
     
  17. Pressure macrumors 68040

    Pressure

    Joined:
    May 30, 2006
    Location:
    Denmark
    #17
    I got my old MacBook Pro (Core Duo) replaced with a new one (Core Duo) which also shakes my desk and rattles like crazy sometimes whenever I insert either a DVD or CD into it.

    I just eject it and insert it again, that usually does the trick.

    I am not really feeling like bothering AppleCare about it. It could be the disk inserted were misaligned or something along those lines.
     

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