A most miserable customer service experience with my Macbook Air

[Acorn]

I just hope the original poster realizes that this doesnt mean its the end of it. I had my hard drive replaced for the same issue. however it was about 2 weeks before apple officially announced it was an issue. I got my part in 5 days. However to my dismay when I checked after they replaced the drive it was another toshiba drive. then about a week and a half went by and apple made their announcement with the software update. I ran the software update which either would tell you to bring the drive in or apply a firmware update. It applied a firmware update so I was happy I didnt have to bring it in again. a week after that the drive failed a second time.

you would think they would be smart enough to not use the same toshiba drive but they are not.

 

[EthanNixon]

I have had both Dell's and Lenovo's previously, and in my experience what you are saying is simply not true. When I had problems, I had the computer fixed by a local service department and/or on-call repair service within a day or two. That said, I am not by any means trying to make any claims about which service is superior. I am talking about a very specific situation that I am going through right now.

The MBA has a very specialized solid state hard drive, which makes the situation more complicated, and the part is backordered. I totally get that.

However, NO business that I have ever dealt with for a warranty repair has taken their product in without giving some estimated repair by date. You seriously think that is an outrageous or "above and beyond" request?

You have received completely abnormal warranty services. You are in the 1%. I work for a major retail corporation, and I can tell you that the majority of warranty services are done by sending in your laptop with a base expectancy of how long to have it, always with a premise of at least a week followed by it could take many months. That is the reality of how the majority of warranties are serviced. You have receive very abnormal service.

 

[prism1212]

Have you thought about temporarily working with your MBA entirely through an external drive while you wait until the Apple store receives your new SSD? Then you can bring in your MBA and have the internal drive replaced on the same day. In this way, you would be able to work with your MBA even while your wait for the replacement internal SSD to arrive.

 

[request]

Junk Toshiba SSD for Mac Air failed

I have a Mac Air I purchased Jan 2013, so it is still under warranty.
I didn't get any contact from Apple, even though they still have my phone number to contact me. Two weeks ago my computer stop working, Toshiba SSD failure. So I took my Mac air to authorized center and it's been TWO WEEKS and no one know when new SSD is going to arrive. I contact customer relation at APPLE and they lied to me. All they do is pointing finger at Authorized center and FEDEX as if they didn't get request soon enough and FEDEX is really slow that will take months for them to deliver. YEAH right!

So I been reading some rude comments against those who is suffering with faulty junk Japanese Toshiba SSD failure, shame on you who wrote rude comments. We did nothing wrong but trusting APPLE product is better. Only to find out Apple knew about junk Toshiba SSD, but they still try to sell to make more MONEY!
That is unethical business practice.
Why do you think new Mac Air is with Samsung SSD and not new and improved Toshiba SSD?????? If you have a brain you can figure that out.

I don't have my Mac Air and it's in authorized center, and I have been very patient for two weeks, before I start researching what is really happening. I think there are lots of people like myself who doesn't use forums and not aware of what happen, because Authorized center acted like my failure with Toshiba SSD was unusual, when in fact this has been an issue for last several years. I found someone had same issue during 2012 and 2011 from another website.

I am not happy with how Apple is handling this and my trust in Apple just went down to toilet. They are not a good product, just has cute look. I thought I was buying a better computer and not a junk.

To me this is a classic class action case because selling a faulty product is deceiving a customer.

 

[Boyd01]

I finally have a reasonable solution. Apple is offering to supply a loaner computer

It's great that you finally got the kind of response that you wanted. However, I don't see how this solution is any different in terms of "liability", aside from the fact that the loaner may be less expensive than a new computer.

For my job, I work extensively in the field with the computer, so yes, it is a huge liability to risk it being lost/stolen/broken.

 

[mbike999]

It's great that you finally got the kind of response that you wanted. However, I don't see how this solution is any different in terms of "liability", aside from the fact that the loaner may be less expensive than a new computer.

The loaner is insured by the 3rd party retailer. On a different note, though, doesn't really make sense that Apple is willing to pay for a $25 a day loaner, and not just replace the device. They're obviously doing it as a courtesy, but from their business perspective, it doesn't really make sense.

Oh well.

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Just to provide some more potentially useful info to people reading the thread, the Venture program through apple for business owners is currently $500 a year.

 

[Acorn]

it took them five days to get the drive before they announced it was even an issue. So even before they had a volume of people bringing in their machines there was a problem getting this part. the only positive thing is since they are having so much trouble getting the toshiba drives again maybe you will get lucky and get a samsung drive instead.

 

[scaredpoet]

(Written from my Android Phone)

Completely unnecessary thing to add to your post. You'd probably garner a lot more support and sympathy from people if you didn't put in all the unnecessary jabs. The "Genius" in quotes is not only old, but attacks the messenger. Makes me think maybe you called the geniuses "geniuses" in a disparaging tone of voice.. which is the #1 way NOT to get a little help with your situation.



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For my job, I work extensively in the field with the computer, so yes, it is a huge liability to risk it being lost/stolen/broken.

Just like... it's a huge liability to have your main computer lost/stolen/broken? it sounds like you need insurance, but don't have any.

I'm sorry that my pay grade appears to be so much lower and situation so different than the average person on this forum that these solutions are actually problematic.

I'm not an entrepreneur, and even I own a backup computer in case my main system fails.

It is truly unfortunate that you're having an issue with your MacBook Air, and absolutely, Apple could do better in the face of a near-universal component failure on one of their product lines. That said, your solutions are just as unreasonable at the solutions you've rejected from Apple.

So, my suggestion? Switch to Windows. And good luck.

 

[scaredpoet]

1. Why should people force to have to have multiple computers as backup hardware(even if they do use it for work / business)?

It isn't people that force this. It's unforeseen events that make this a good idea... like a hard drive or SSD unexpectedly failing. If you have a way of life or livelihood that depends on a single point of failure, the best way to ensure your livelihood is preserved is to mitigate that single point of failure.

This is like asking "why should I have insurance on my car/home/health?" or "why should I back up my data?" Because if you lose those things, crying about how unfair it is to a forum isn't going to bring those things back, or make your situation any better. Nor is insulting everyone who calls you on your lack of planning.

I understand the need for data backup and offsite/cloud backup storage and restore, but expecting people to always have backup computers for manufacture defects is unreasonable.

There are many more reasons than manufacturing defects to have backup hardware. Theft, natural disaster, accidental damage... you know, the same reasons one backs up their data.

2. I don't think what the OP asking for is unfair. An ETA on repair is not asking for too much, and i think the car analogy is apt in this situation.

I can certainly agree on this, but when the vendor (in this case, Apple) must depend on another parts supplier who isn't giving them an answer, there's not a whole lot that can be done here. Would you rather they lie to the OP?

3. While customer demanding for a replacement is usually un-warrented for simple recall/services; but at some point past a reasonable waiting period for repair, the customer should have the right to asking for it.

He asked, and his question was answered. If he doesn't like the answer, then he should perhaps vote with his wallet and switch platforms.

After all would you be ok if Apple keep your computer for 2+ month for repair and not give an ETA for service.

It has not been 2+ months.

I like many people at this forum like Apple products and are generally satisfied with their CS. But sometime they do fall short, and it is not unreasonable for us to voice our opinions about it when it does happen.

It's certainly not unreasonable to voice your opinion. But, when the same person:

- Attacks low-level staffers' intelligence levels,
- Gets in the "I posted this on an Android" jab,
- Declares everyone who disagrees with him as either a troll, or on Apple's payroll,

Then the REAL motives have to be questioned. From post #1, this thread was intended to get a rise out of people, and the OP got exactly what he was looking for, and has been asking for more ever since. So my sympathy isn't forthcoming.

 

[Jedi Master]

Solution accepted and more wine, surprise surprise

The loaner is insured by the 3rd party retailer. On a different note, though, doesn't really make sense that Apple is willing to pay for a $25 a day loaner, and not just replace the device. They're obviously doing it as a courtesy, but from their business perspective, it doesn't really make sense.

Oh well.

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Just to provide some more potentially useful info to people reading the thread, the Venture program through apple for business owners is currently $500 a year.

About the cost of a cup of coffee a day. Seems cheap to protect your livelihood (business). I'm sorry your business does not allow for this.

You got the loaner you wanted so be happy. Glad to see you researched some of the offered suggestions.

I have no doubt your special, because everybody is special. I'm not sure why you think "your more special" but it is what it is. What about the other people having to deal with same problem maybe even before you? It's clear they don't matter to you and that's fine they don't have to. The fact that you were able to cry Loud enought to avoid standing in line great for you not so good the the other people.

What's with the name calling? It's ok I understand I really hope it makes you feel better.

I hope when you receive yours back you don't drop or lose it iin the grape fields.

Why are you desperate for a replacement be honest, its crystal clear you it replaced.

Good luck I have a feeling you'll need it.

 

[kage207]

So my recommendation of buying your own SSD replacement and having Apple pay for it, is a smart idea...

Additional Information
You will be able to reinstall the operating system version that shipped with your product by going to the Mac App Store. Any other applications or other data should be restored from the back up that you made before the replacement.

If you believe you have paid for a repair or replacement due to this issue, contact Apple regarding a refund.

This worldwide Apple program does not extend the standard warranty coverage of the MacBook Air.

The program covers affected MacBook Air for three years after the first retail sale of the unit. Apple will continue to evaluate service data and will provide further updates to this program as needed.

http://www.apple.com/support/macbookair-flashdrive/

 

[mbike999]

About the cost of a cup of coffee a day. Seems cheap to protect your livelihood (business). I'm sorry your business does not allow for this.

You got the loaner you wanted so be happy. Glad to see you researched some of the offered suggestions.

I have no doubt your special, because everybody is special. I'm not sure why you think "your more special" but it is what it is. What about the other people having to deal with same problem maybe even before you? It's clear they don't matter to you and that's fine they don't have to. The fact that you were able to cry Loud enought to avoid standing in line great for you not so good the the other people.

What's with the name calling? It's ok I understand I really hope it makes you feel better.

I hope when you receive yours back you don't drop or lose it iin the grape fields.

Why are you desperate for a replacement be honest, its crystal clear you it replaced.

Good luck I have a feeling you'll need it.

Nothing new to see here...

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So my recommendation of buying your own SSD replacement and having Apple pay for it, is a smart idea...


http://www.apple.com/support/macbookair-flashdrive/

Interesting. Thanks!

 

[mbike999]

I'm bored and tired of responding to this thread, and reading it is just depressing.

Before I sign off, I just wanted to truly say thanks to those who provided constructive comments and didn't jump to conclusions, pass judgment or make personal attacks. Some of what I got out of this discussion was actually quite useful.

In the heat of my frustration, I may have written some things people took the wrong way, but I appreciate those who tried to keep it civil and did not start "having a go" at a complete stranger.

Cheers.

 

[kage207]

Interesting. Thanks!

Yup. I'd just say you didn't know about it until after you told a friend the story about your SSD failing so you bought a new one and they mentioned the replacement program. Just say you'd like to be reimbursed as it would increase problems for you and take away from your experience and increase problems. Fight for it until the top most official that you can get to says no.