AlphaDogg
macrumors 68040
RAM is such a trivial part, price-wise. They will likely just replace the RAM and be done with it.
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Am I at the replacement stage?
- Thread starter puma1552
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RAM is such a trivial part, price-wise. They will likely just replace the RAM and be done with it.
They wouldn't replace it. No, instead it's going to be sent off somewhere for another week where they are gonna comb through the whole machine and likely replace the logic board for the third time and who knows what else.
I was pretty firm about replacing it too...I told them it's really inconvenieng to lose the machine for yet another week, and that this many repairs in this amount of time is unacceptable, and that I was not happy with another repair and can't continuously be without my machine. I start a new job Monday and need a machine.
They wouldn't budge though, and told me they don't CONSIDER replacements until the 4th or 5th repair.
I'm really irritated and will not get a replacement from the genius. What's my next step? Do I call AppleCare's customer reltions? sjobs email? Do I sit here and do nothing until I get the machine back in another week or do I forge ahead while it's out for repair X??
Really, really irritated. I've been without a computer for a goddamn month, and it's 40 bucks and an entire day each trip I have to make. I don't have time for this ****.
I was pretty firm about replacing it too...I told them it's really inconvenieng to lose the machine for yet another week, and that this many repairs in this amount of time is unacceptable, and that I was not happy with another repair and can't continuously be without my machine. I start a new job Monday and need a machine.
They wouldn't budge though, and told me they don't CONSIDER replacements until the 4th or 5th repair.
I'm really irritated and will not get a replacement from the genius. What's my next step? Do I call AppleCare's customer reltions? sjobs email? Do I sit here and do nothing until I get the machine back in another week or do I forge ahead while it's out for repair X??
Really, really irritated. I've been without a computer for a goddamn month, and it's 40 bucks and an entire day each trip I have to make. I don't have time for this ****.
ryannazaretian
macrumors 6502a
I'm about to send mine in for its 4th repair.
Here's what's wrong now:
- The short back bottom screw is stripped and falls out.
- Airport card has a lot of trouble connecting to my campus's WiFi network.
- Black clutch cover is falling off
- Superdrive had trouble reading disks (before removing it).
- Mini DP is flaky. Have to jiggle connection to get it to work sometimes.
- Front-most USB gives me lots of problems.
- Dust under screen (reported before, but never fixed...)
Previous repairs:
1st Repair (December 20, 2008)
- Shipped to me with a defective keyboard. Delete key was malformed and would just pop off.
- Internal iSight cable popped off
2nd Repair AKA The BIG One (December 29, 2009)
- Super Drive Read/Write Errors
- Broken 3.5mm headphone port (stuck)
- Airport card problems (same one as now)
- Superdrive Cable
3rd Repair (May 28, 2010)
- Trackpad button stopped clicking reliably
Applecare is good until June 2011. This MBP is a replacement for a Early 2008 MacBook Pro Lemon Edition. I wonder if I'm due for another replacement because it seems to be getting rather unreliable.
I should sayhe meant repeat repairs.
This is repair 7 or 8 total for me, applecare til November 20th, 2011.
This is repair 7 or 8 total for me, applecare til November 20th, 2011.
alphaod
macrumors Core
Obviously you not only missed the part where I said they would replace if anything was wrong, you also missed the part where I said "I had a case warp…" which usually tells you I'm speaking from experience. 😉
Feel like having to have a secondary computer is mandatory with Apple.😡
It's going to be pretty embarassing starting a new job Monday with no machine.
It's going to be pretty embarassing starting a new job Monday with no machine.
HLdan
macrumors 603
While I certainly understand your frustration, but just curious, what kind of job do you have that requires you to buy your own laptop computer, let alone a Macbook, especially when you're just starting to work there?
AlphaDogg
macrumors 68040
A case warp is usually due to maltreatment of the MBP. I am speaking from experience. Many of my friends have uMBP's. One of them constantly drops his bag (resulting in a horrible dented/warped 13" uMBP) and it is scratched. The other one has a tale of misfortune. Are you ready to hear it? Ok. He left his late 2008 15" uMBP on a desk at school. A bitch in our class named Dani "accidentally" pushed it off of a desk. It fell onto the steel bar that supports the desk on the floor. He now has horrible scratches and dents on his computer. It won't even open without some metal on the lid snagging metal on the topcase. She didn't even apologize.
Edit: I apologize for derailing this thread. To the OP--your situation is unfortunate. Threaten to contact someone higher up (manager, etc...) and complain for the horrible service. You should not have to get 3 logic boards just because they screwed up.
Teach English abroad for a small private company. I'll be using the machines to create and develop lesson plans.
Any computer is fine, it doesn't need to be a Mac.
Any computer is fine, it doesn't need to be a Mac.
If I were you I'd get it fixed this last time so that everything works. Then sell it on eBay and be done with this lemon. Take the proceeds from the sale, buy yourself a netbook, install linux and open office and you're all set for your professional needs with money to spare.
alphaod
macrumors Core
OP: The key is to complain a lot! And act like you have no idea what's wrong and why Apple keeps fixing it; the last thing Apple wants is a less-than-knowledgeable customer spewing stuff around 😉
You don't even know how my case warped and you're already making presumptions 🙁
You don't even know how my case warped and you're already making presumptions 🙁
Call Apple Corporate (408.996.1010 in the States), and ask for Tim Cook or Steve Jobs.
You'll likely end up being transferred to voicemail, in which you should leave semi-detailed message and include your laptops serial number. One of his people will end up calling you a day or two later.
You could also email sjobs@apple.com, I've had success with that in the past.
You'll likely end up being transferred to voicemail, in which you should leave semi-detailed message and include your laptops serial number. One of his people will end up calling you a day or two later.
You could also email sjobs@apple.com, I've had success with that in the past.
should i be doing this now while its being fixed or wait til it breaks again, tell them dont bother fixing it, then take the next step? i feel they would do nothing if it was out being repaired except tell me see how it is when i get it back...
Sorry for the delay! I got busy with a few weddings and forgot about this thread!
I would start calling and emailing right now. At a minimum get them to make a note on your file that if ANYTHING fails in the future you get a replacement machine no questions asked.
I would start calling and emailing right now. At a minimum get them to make a note on your file that if ANYTHING fails in the future you get a replacement machine no questions asked.
Here's a letter I just typed up, now who to email it to? I know I'm not to the sjobs email yet, is there an AppleCare customer relations email?
---------------
To whom it may concern,
I am writing to discuss a problematic unibody Macbook Pro (Late 2008, SN #XXX) which is continuing to have an unacceptable amount of issues. I find myself writing this letter on my netbook, as Apple has had my computer for eight days and counting, yet again, with no word on the status of the repair. This is the fourth week I've been without the machine since August 2nd.
I purchased the 15" machine on November 21st, 2008 through Apple America, thankfully with AppleCare. While I've owned numerous iPods since 2004, this was the first Apple computer I had purchased, and it is a top-spec flagship CTO, costing nearly $3,000. In the time since I purchased this computer, I also have purchased a 24" Cinema Display, a Macbook Air, a Time Capsule, an Airport Express, an iPhone, various other Apple peripherals and numerous other iPods--on my desk right now there are three 5th generation iPod nanos and a current iPod classic, aside from the other older iPods I have. It goes without saying that I've spent a considerable amount of money on Apple products in less than two years, and with the premium price tags I expect excellent build quality. All of my products have been great, except the one I depend mostly upon--the Macbook Pro, which I need for work.
Not including the repair(s) my computer is currently in for, the repair list is as follows (dates provided are service check-in dates):
--Clutch Cover (9/6/09)
--Logic Board #1 (2/20/10)
--MagSafe (6/12/10)
--Logic Board #2 (8/2/10)
--Hinge/Display Clamshell (8/8/10)
--Bottom Case (8/12/10)
As you can see, all of these repairs are from within the last year and from 8/2/10 until I received the machine back from the bottom case replacement on 8/18/10, I was without my computer. I again am without my machine, and this is simply unacceptable. At the time the hinge was coming apart from the display, the genius was very professional and apologetic as the logic board had just been replaced, so he put a priority on the display repair, which I appreciated.
However when I received the machine for the second time, the repair depot had scratched the bottom case. I enquired about this with the same genius, and this time he was reluctant to fix the machine despite obvious cosmetic damage done by the repair depot, and told me the machine would have to be sent out again, and that it would take 5-7 days. I was a bit taken aback by the fact that this same genius didn't put a priority on this repair as he had done days earlier. More so, however, I felt it completely ludicrous that the machine would have to be sent to a repair depot for 5-7 days for a simple bottom case--surely he could have ordered the part and called me when it arrived, at which point I could have brought the machine in and had the five minute repair (8 small screws) done on the spot. It was clear that he was trying to deter me from having the bottom case replaced. This wasn't a very positive experience, despite my persistent patience and understanding after having already been without the computer for close to two weeks at the time it was sent in again.
In addition to the above repairs, I now have issues with the machine not turning on properly, and the superdrive making eject noises without any inserted disc or other provocation. I took the machine to the Apple store last Saturday (8/28/10) and have yet to hear back. The genius said it would surely need Logic Board #3, and possibly other repairs. He arranged to have it sent to a repair depot, and to have comprehensive testing done on each part of the machine. That will be the third logic board in three months (which is of course the fourth logic board total), and fourth major repair when factoring in the display clamshell/hinge assembly. Again, unacceptable.
I discussed the repair history with the genius last Saturday and enquired as to what else could be done, because I don't think yet another repeat repair is the answer. I firmly stated that I have been unhappy with the machine and that this amount of repairs in such a short time period is unacceptable, and certainly not within the norm. The amount of time without my computer is getting truly laughable, and with nearly fifteen months of AppleCare left, it looks as if there will be a lot more downtime given the increasing frequency of repairs. I discussed these things, and was told that they would not consider a replacement until the fourth or fifth repeat repair, which is asinine. I understand it is more difficult to authorize replacent of a CTO machine, but I will not wait until the fourth or fifth logic board repair before I find a reliable computing solution to do the daily tasks that I need.
With this many repairs, and with this much time remaining on AppleCare, I refuse to believe this is the end of the problems, or that this is a normal amount of repairs. I need a computer I can depend on, and the bottom line is that this Macbook Pro simply is not it, and this entire experience has been very unpleasant.
What are you willing to do for me to resolve this matter and restore my Apple experience?
Thank you very much,
jon smith
Phone: xxx
Email: xxx
What do you think?
---------------
To whom it may concern,
I am writing to discuss a problematic unibody Macbook Pro (Late 2008, SN #XXX) which is continuing to have an unacceptable amount of issues. I find myself writing this letter on my netbook, as Apple has had my computer for eight days and counting, yet again, with no word on the status of the repair. This is the fourth week I've been without the machine since August 2nd.
I purchased the 15" machine on November 21st, 2008 through Apple America, thankfully with AppleCare. While I've owned numerous iPods since 2004, this was the first Apple computer I had purchased, and it is a top-spec flagship CTO, costing nearly $3,000. In the time since I purchased this computer, I also have purchased a 24" Cinema Display, a Macbook Air, a Time Capsule, an Airport Express, an iPhone, various other Apple peripherals and numerous other iPods--on my desk right now there are three 5th generation iPod nanos and a current iPod classic, aside from the other older iPods I have. It goes without saying that I've spent a considerable amount of money on Apple products in less than two years, and with the premium price tags I expect excellent build quality. All of my products have been great, except the one I depend mostly upon--the Macbook Pro, which I need for work.
Not including the repair(s) my computer is currently in for, the repair list is as follows (dates provided are service check-in dates):
--Clutch Cover (9/6/09)
--Logic Board #1 (2/20/10)
--MagSafe (6/12/10)
--Logic Board #2 (8/2/10)
--Hinge/Display Clamshell (8/8/10)
--Bottom Case (8/12/10)
As you can see, all of these repairs are from within the last year and from 8/2/10 until I received the machine back from the bottom case replacement on 8/18/10, I was without my computer. I again am without my machine, and this is simply unacceptable. At the time the hinge was coming apart from the display, the genius was very professional and apologetic as the logic board had just been replaced, so he put a priority on the display repair, which I appreciated.
However when I received the machine for the second time, the repair depot had scratched the bottom case. I enquired about this with the same genius, and this time he was reluctant to fix the machine despite obvious cosmetic damage done by the repair depot, and told me the machine would have to be sent out again, and that it would take 5-7 days. I was a bit taken aback by the fact that this same genius didn't put a priority on this repair as he had done days earlier. More so, however, I felt it completely ludicrous that the machine would have to be sent to a repair depot for 5-7 days for a simple bottom case--surely he could have ordered the part and called me when it arrived, at which point I could have brought the machine in and had the five minute repair (8 small screws) done on the spot. It was clear that he was trying to deter me from having the bottom case replaced. This wasn't a very positive experience, despite my persistent patience and understanding after having already been without the computer for close to two weeks at the time it was sent in again.
In addition to the above repairs, I now have issues with the machine not turning on properly, and the superdrive making eject noises without any inserted disc or other provocation. I took the machine to the Apple store last Saturday (8/28/10) and have yet to hear back. The genius said it would surely need Logic Board #3, and possibly other repairs. He arranged to have it sent to a repair depot, and to have comprehensive testing done on each part of the machine. That will be the third logic board in three months (which is of course the fourth logic board total), and fourth major repair when factoring in the display clamshell/hinge assembly. Again, unacceptable.
I discussed the repair history with the genius last Saturday and enquired as to what else could be done, because I don't think yet another repeat repair is the answer. I firmly stated that I have been unhappy with the machine and that this amount of repairs in such a short time period is unacceptable, and certainly not within the norm. The amount of time without my computer is getting truly laughable, and with nearly fifteen months of AppleCare left, it looks as if there will be a lot more downtime given the increasing frequency of repairs. I discussed these things, and was told that they would not consider a replacement until the fourth or fifth repeat repair, which is asinine. I understand it is more difficult to authorize replacent of a CTO machine, but I will not wait until the fourth or fifth logic board repair before I find a reliable computing solution to do the daily tasks that I need.
With this many repairs, and with this much time remaining on AppleCare, I refuse to believe this is the end of the problems, or that this is a normal amount of repairs. I need a computer I can depend on, and the bottom line is that this Macbook Pro simply is not it, and this entire experience has been very unpleasant.
What are you willing to do for me to resolve this matter and restore my Apple experience?
Thank you very much,
jon smith
Phone: xxx
Email: xxx
What do you think?
Osarkon
macrumors 68020
I'd change the last sentence.
Instead of asking 'what are you willing to do', change it to something more like 'After all this, what would you suggest is the best resolution to this issue, because as much as I'd like to keep my Macbook Pro, I can't keep a machine that's this unreliable.'
Sounds less...confrontational?
Aside from that, I think the letter sums it up pretty well.
Instead of asking 'what are you willing to do', change it to something more like 'After all this, what would you suggest is the best resolution to this issue, because as much as I'd like to keep my Macbook Pro, I can't keep a machine that's this unreliable.'
Sounds less...confrontational?
Aside from that, I think the letter sums it up pretty well.
Giuly
macrumors 68040
The question is "Am I at the replacement stage?", and the answer is: There are new models, so yes.
The more you wait, the more $ you have to put on top, because the resell value drops constantly (even if it drops slower than PCs).
Sell it, get the same model as i5/i7 with 330M. I'd rather bring that one to the Apple Store than some old model. As you sell the AppleCare with it, let some other guy hazzle around with the repairs.
The more you wait, the more $ you have to put on top, because the resell value drops constantly (even if it drops slower than PCs).
Sell it, get the same model as i5/i7 with 330M. I'd rather bring that one to the Apple Store than some old model. As you sell the AppleCare with it, let some other guy hazzle around with the repairs.
Good point, thanks.
But why would I sell a machine that is getting very close to the point of replacement on apples dime instead of mine? They'd have to replace it with an i7 to boot.
shadowbird423
macrumors 6502
Send this to sjobs as well. It's quite well written. I'd take a copy to the apple store and say you've emailed it around (I have no idea whether there is an apple support email).
Good luck!
you are really getting screwed by the genius people, let me explain my story, this in no way is bragging or anything, but an example as to when you are firm and honest you get what you want.
i purchased a mid-2010 13" mbp online, not thru apple.com but a non-auth reseller.. that was my first mistake..
anyways i got it in and turned it on. this being my first mac laptop i was pumped! within minutes i noticed 2 dead pixels. the person i bought it from wouldnt do anything about it.. i contacted apple support they said i need 5 or more pixels..
i called various stores around me inquiring as to what to do.. i was about to break down and spend the $300+ to replace the screen
i figured id call one more store and try to get a manager on the phone, he was real cool and said to bring it up (i had owned the laptop for 3 days at this point..)
he looked at it and exchanged it for a brand new one on the spot. i was floored..
so i get it home which was 2hr drive and then noticed a nick/ding in the top right corner when the lid was open and it drove me nuts. i inturn exchanged it for another one (same manager approved it)
got that one home and had it outside one day playing music (this would be day 8 of owning my first mac) out of nowhere wind comes and picks up the umberlla the mac was sitting on knocking it over onto a deck and denting the living hell out of the casing, im so glad it fell the way it did because had it of gone any other way it would of snapped the screen clean off.
i was in tears.. literally tears. i knew i was gonna have to shell out cash, it dented the top lid and bottom case cover.. scratches everywhere because it slid across the deck almost landing in my pool!!
i made an appt because i was going to have them replace the proper parts. my screen was very messed up.. colors were horrible, very dual and faded. they didnt even ask me what happened that caused all the damage, they documented how old it was and what the screen was doing and replaced it with a brand new one on the spot AGAIN! i was stunned because i was ready to shell out the cash to replace the screen+bottom door.
i either got a very nice record with apple or i lucked out, either way im very greatful and its apple for life now.
i purchased a mid-2010 13" mbp online, not thru apple.com but a non-auth reseller.. that was my first mistake..
anyways i got it in and turned it on. this being my first mac laptop i was pumped! within minutes i noticed 2 dead pixels. the person i bought it from wouldnt do anything about it.. i contacted apple support they said i need 5 or more pixels..
i called various stores around me inquiring as to what to do.. i was about to break down and spend the $300+ to replace the screen
i figured id call one more store and try to get a manager on the phone, he was real cool and said to bring it up (i had owned the laptop for 3 days at this point..)
he looked at it and exchanged it for a brand new one on the spot. i was floored..
so i get it home which was 2hr drive and then noticed a nick/ding in the top right corner when the lid was open and it drove me nuts. i inturn exchanged it for another one (same manager approved it)
got that one home and had it outside one day playing music (this would be day 8 of owning my first mac) out of nowhere wind comes and picks up the umberlla the mac was sitting on knocking it over onto a deck and denting the living hell out of the casing, im so glad it fell the way it did because had it of gone any other way it would of snapped the screen clean off.
i was in tears.. literally tears. i knew i was gonna have to shell out cash, it dented the top lid and bottom case cover.. scratches everywhere because it slid across the deck almost landing in my pool!!
i made an appt because i was going to have them replace the proper parts. my screen was very messed up.. colors were horrible, very dual and faded. they didnt even ask me what happened that caused all the damage, they documented how old it was and what the screen was doing and replaced it with a brand new one on the spot AGAIN! i was stunned because i was ready to shell out the cash to replace the screen+bottom door.
i either got a very nice record with apple or i lucked out, either way im very greatful and its apple for life now.