Advice on Powerbook Repair

kastaway99

macrumors newbie
Original poster
Jun 17, 2005
4
0
Am I being unreasonable?

I purchased my 17" Powerbook G4 in April, 2004. From the moment I received it, it had the defective latch, which was famous:
http://www.macsimumnews.com/index.php/archive/2281/item.name
http://www.byte.com/documents/s=8910/byt1068446875490/1110_bar.html
http://forums.appleinsider.com/showthread.php?s=&threadid=30942

In addition, it had extraordinarily wide gaps all around the screen, except where it dipped down to the latch area. So when the lid is "closed", it is like the lid is u-shaped, causing a "wing effect", or "wide gap" similar to what is mentioned several times in this discussion:
http://www.macintouch.com/pbg4reader19.html.

When I bought the machine and had it shipped to me, I was living in Iqaluit, nearly at the Arctic Circle. I called about these issues, and was told to just take it in to a Service Centre. I explained where I was, but was told there was no box-shipping possible; I could only take it in personally. Well, that wasn't going to happen, obviously. So I lived with my defective, $4k machine. OK, it wasn't the end of the world. But I knew I would get it fixed one day, right? Ha.

Since then, I've moved to the US, and the hard drive also failed. That was the last straw -- now the computer was unusable, and I sent it in for repair. Guess what? It turns out Apple will not repair it, because it is "damaged".

Take a look at the pictures which THEY sent me -- these are high-resolution, where the corner of my 1-inch PB fills a monitor. Even on these pics, the dings they are talking about are tiny, I'm attaching them. No matter what explanation is given, it's obvious that those dings did not cause a problem with the latching mechanism, nor did they cause a big gap between the lid and keyboard all around the computer.

QUESTION: Am I being unreasonable, or is this a method of doing business? Find some wear-and-tear, and then refuse to fix items which have been known defects for the Powerbook line?

QUESTION: How many other people have been denied warranty repairs because of bogus reasons? Am I alone in this?

QUESTION: When I get my machine back, where can I take it for another assessment? The Apple Customer Service rep just kept quoting "Apple Policy" for me, and it turned into an abstract discussion.

Thanks for whatever you can suggest.
 

Attachments


rickvanr

macrumors 68040
Apr 10, 2002
3,256
11
Brockville
My question; to replace this latch, would they have to replace the places where you have mistreated your powerbook? If so, I completely agree with them. Also, you living up north, away from easy access to postal services, I can see why you didn't mail it in, but from Apple's or any other company's point of view I can see how they may think you've made up the story in part or in whole.
 

sw1tcher

macrumors 68000
Jan 6, 2004
1,588
1,832
Is Apple refusing to fix the latch *and* the hard drive? I could kinda understand about the latch thing as that seems to be common/the way it is. I've read a lot of peoples complaints on the exact same issue.

As for the HDD, I don't see how those little dings can cause the drive to crap out.

This is something I've noticed about Apples warranty policy. If they don't want to fix something, they'll look for almost any stupid excuse. On the other hand, if they do decide to fix a problem, they're great at it and super fast.

Might want to speak to someone higher up the chain.
 

kastaway99

macrumors newbie
Original poster
Jun 17, 2005
4
0
I'm thinking that I need to call back again. Does anybody know many levels there are in the Apple Customer Service section?
 

tsk

macrumors 6502a
Jan 14, 2004
642
0
Wisconsin
Seems like you're getting the runaround. It looks pretty obvious that those dings didn't cause the latch or HD to fail.

Are they denying both claims because of the dents?

Can you copy us the text of the email they sent you as well. It'd be nice to see exactly what they're saying.