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Apple Store is jerking me around, what would you do?

S

simmonsjeffreya

macrumors newbie
Original poster
Sep 10, 2009
6
0
I had my optical drive fail in my Late 2008 MBP. I dropped it off 5 days ago and was told it would be a 3-5 day wait, and the kid I left it with specifically said "Good, we have that drive in stock, I'll attach this sticker for your order so it's reserved for your repair." He also stated that it was more likely to take 3 days, since it's such a simple repair.

Well, I called in on the 5th day and asked to speak to a manager. One wasn't available. I called back about 2 hours later and asked to speak to a manager and got to speak to one. I inquired about the status of my repair asking what is taking so long, and explained that I take online classes and am stuck in the hospital through the weekend. She responds saying that they don't have the part in stock. So I told her what the Genius had said, and she got all defensive and had an attitude saying that if I don't like it, to have it picked up unrepaired. Now, they're saying it's going to be another 5-7 days. Keep in mind this is for a simple ODD replacement which they had the part in stock!

So my question is what would you all do in this situation? I thought the point of paying a premium for Apple laptops was to get a better quality machine, and great support. So far my experience with their support has been horrible. Is there anything I can do or another number I can call to complain and get additional help?
 
wait it out. Apple has done their fair share of repairs. if you do anything, go to the store in person and talk, not over the phone.
 
Rarely do Apple Stores do repairs in an efficient manner. The hard drive in my late 2008 MBP died and the tech person arranged for a quick drop at the Lenox Square store. I was told by the in store person that it would be turned around in 24 to 48 hours. It took 13 days to get the call to pick it up. I have learned that if you need a repair, it is always better to ship it to a repair depot.
 
go get the machine until they call you with the part.

I dont see the big deal. You were given bad info from someone who obviously doesnt know what they are doing. Genius = Fail
 
You thought wrong. As with all warranty repairs you're bound to run into someone who knows nothing but speaks with great authority. My MP took 3+ weeks to repair and then they finally just me a new one.

You need to cool your jets a bit and if you had something so pressing perhaps you should have waited as a failed optical drive sometimes isn't all that crucial.
 
ever think that maybe the inventory was wrong and they did not have it in stock. or maybe the drive they had was faulty as well and had to order a new one. was the manager being a smart ass to you , or was she merely saying that if you need it so bad you can come get it and then bring it back when you don't need it as bad. OR, as i have done, picked up the machine and keep it until the part arrives then bring it in for the repair.

a week or two for warranty repair is actually not bad. i have had items sent for warranty work (not apple) and it take 4-6 weeks to get it back.
 
CrackedButter said:
Remember, even Apple store staff are only human and humans make mistakes.
Click to expand...

Exactly. No matter where you go to get ANYTHING fixed, it's a first come, first serve basis. Yes, you may "really need your computer", for work, school, whatever. But so does everyone else whose computers need fixing.

Maybe the drive they had in stock had to be used for another computer with the same problem. Maybe something came up. It doesn't matter. Complaining will do nothing. Unless you go someplace that offers a faster turnaround for a premium price, get in line like everyone else. They're only human and they're working as fast as they can. Give them a break.
 
I don't know why both Genius' and AppleCare agents feel like they need to give the customer specific time. They're not the ones doing the repair so how could they possibly know exactly when the repair was done? It just pisses off the customer more; first their computer is no longer functioning and then they have to wait for it to get repaired. I always inform customers that it usually takes a week or two for it to be completed but could be done sooner - boom customer is happy (knowing that repairs usually don't take more than 2 weeks other than that rare occasion).

But 2 weeks isn't bad for a repair. As for the Genius vs. Depot, it's the same. Depot has their fair share of doing ****** things to. It really depends who you talk to. The problem is the lack of communication between Apple and the customer and the false expectations set. It's not like they left your computer to collect dust in the corner, I'm sure they have other computers to fix.
 
You stated yourself that the genius said it would *likely* take 3 days to repair since it was a simple procedure according to him. You seem to have taken that as a promise--which it wasn't. It's clearly dissappointing to not get your computer back when you expect it--but that store processes probably thousands of repairs a month and can't precisely guarantee an exact return date. Why do you have that expectation? I know you're in the hospital and a being without a computer during that time sucks, but that's not the fault of the genius or the manager. You're being unreasonable.
 
more then 2 business days is not acceptable for a superdrive repair. I had a logic board replaced in less than 2 days. came in on monday at about 4:00 they had to order the part and it was repair on tuesday night.
 
Just brought mine in for a SuperDrive replacement. They said they didn't have any unreserved in stock and I'm waiting for a call to bring my MBP in -- then they said it'd be 3-5 days to install it. I'd just go get your MBP until they call you and let you know the part has come in if you need your MBP that badly.
 
jbrenn said:
more then 2 business days is not acceptable for a superdrive repair. I had a logic board replaced in less than 2 days. came in on monday at about 4:00 they had to order the part and it was repair on tuesday night.
Click to expand...

Have you considered that there may be only so many technicians to repair many, many computers? Have you considered that all these computers belong to customers who are just as antsy as the next? Have you considered it's the back-to-school season and it's busier now than it has been all year? And have you thought about the few guys working in the back working as fast as they can to get each computer out the door?

Didn't think so.
 
jbrenn said:
more then 2 business days is not acceptable for a superdrive repair.
Click to expand...
However, since Macs are repaired in a first-in, first-out basis, there may be two business days worth of other people's Macs to repair before they get to the Mac that "just" needs the SuperDrive repaired. Also, the stores don't always get the parts they ordered the very next day.
 
apparently some people think that applecare works like a triage, were the easiest repairs and the people that need them the most get the work done first.


it is first in, first out deal. so if they got 10 machines that need diagnostics ran to see whats wrong come in right before your superdrive, those 10 diagnostics are going to be attended to fist before yours.
 
jfyrfytr25 said:
apparently some people think that applecare works like a triage, were the easiest repairs and the people that need them the most get the work done first.

it is first in, first out deal. so if they got 10 machines that need diagnostics ran to see whats wrong come in right before your superdrive, those 10 diagnostics are going to be attended to fist before yours.
Click to expand...

This is how most of the world thinks. They also think that if their situation is more dire that it makes a difference in turn around time. Amazes me. :rolleyes:
 
Man, I know what your going through. I take 2 online classes as well. It could be a killer without your Laptop. This is why I have back up laying around. It's an old computer but it will work if needed.

I'd go back to the apple store and talk really calm and nice with a Manager. If that does not work. Get your computer back and try someplace else.

Good Luck!
 
simmonsjeffreya said:
I thought the point of paying a premium for Apple laptops was to get a better quality machine, and great support.
Click to expand...

That is exactly Apple wants people to think by overcharging, putting it in pretty packaging and selling it in pretty stores.
Part quality is same as any PC manufacturer as they are identical and support is worse than other major brands (no at home service, no accidental warranty, no warranty over 3 year etc..).
 
Chrysaor said:
Part quality is same as any PC manufacturer as they are identical and support is worse than other major brands (no at home service, no accidental warranty, no warranty over 3 year etc..).
Click to expand...
And yet consumers consistently rate (in major independent surveys, like Consumer Reports, or PCWorld) their satisfaction with Apple's support as head and shoulders above every other manufacturer.

Wonder if Apple will start to add home service etc when they start to slip closer to HP/Dell in the results?
 
The people with bad experiences tend to be much more vocal than those who have had a good experience. Apple employees are only human too, some make mistakes, and others may be just plain useless.

My advice is to take the computer to someone (ie, an Apple authorised repair agent) who specialises in repairs, not an official Apple store that has a lot of other things to deal with, where repairs are lower on their priority list than selling items to new customers.

I live in New Zealand, and have an excellent local repair agent. They sent me a box to pack my Macbook in, with prepaid next-day courier, and I sent it off on a Monday. On Tuesday they received it and sent me an email confirming the fault (disc drive failure... perhaps ripping my 1000-odd CD collection was a bad idea ;)), saying that they were waiting on parts which had to be sent in from Apple over in Australia for each repair they do. The parts came in on Wednesday, they repaired and shipped the same day, and I got the computer back on Thursday.

And that's when they had to get parts in from another continent!

Bottom line is, take it to someone whose livelihood depends on doing a good repair job, and fast. Apple authorised repair agents should do in-warranty repairs for free. And I think it's a fair thing to say that the vast majority of third-party repairers will always do a better job than the manufacturer themselves.
 
aristobrat said:
However, since Macs are repaired in a first-in, first-out basis, there may be two business days worth of other people's Macs to repair before they get to the Mac that "just" needs the SuperDrive repaired. Also, the stores don't always get the parts they ordered the very next day.
Click to expand...

If there is a 2 day wait for repair then the store needs to hire more people to repair computers. i was told by the genius that all parts they order for repairs are sent overnight.
 
almost the same thing happened to me, my optical drive was failing so I took it in and they told me, 3 to 5 days. I gave it 5 days, and called and they told me they had some unexpected delay, but they were working on it. I called again 2 days later and they told me the same thing. So I decided to go pick it up and have them call me with a date. When they did called some 10 days later, I was starting midterms so I couldn't be without it.

I ended up not having to wait that much longer since I had a logic board failure about a month later, this time they told me it was going to be 10-15 days because of the repair and also the amount of work they had to do. I was ok with it. It was ready and back to me less than a week later.

We have to remember that the time estimates, are just that, estimates. Sometimes it takes longer, other times it's faster. Just be patient. They will get it fixed.
 
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