Sent to sjobs because CR doesn't do email and I'm on the other side of the world so the time difference is no good. Also not doing it here because I want to deal with a native English speaker, and the machine originated from Apple America anyway. Didn't really have another choice so we will see what they say.
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Am I at the replacement stage?
- Thread starter puma1552
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So I just got the machine back. They replaced the logic board, the display again (panel lottery ugh), and the topcase?
No idea why they replaced the topcase, I didn't catch the reason. Without AppleCare, it would have come out to over $2000 USD in repairs.
--Clutch cover
--3 logic boards
--2 display/hinge assemblies
--Bottom Case
--Top case
--Magsafe
It's nice to have a new keyboard without oil marks, but now I have to go home and play the panel lottery and see if I got a good display because obv it's too bright to check display backlight bleed at the store. Will also need to check for yellow tint and dead pixels--the last replacement was gorgeous. The only original aluminum left is the battery cover.
No idea why they replaced the topcase, I didn't catch the reason. Without AppleCare, it would have come out to over $2000 USD in repairs.
--Clutch cover
--3 logic boards
--2 display/hinge assemblies
--Bottom Case
--Top case
--Magsafe
It's nice to have a new keyboard without oil marks, but now I have to go home and play the panel lottery and see if I got a good display because obv it's too bright to check display backlight bleed at the store. Will also need to check for yellow tint and dead pixels--the last replacement was gorgeous. The only original aluminum left is the battery cover.
Goddamn son of a bitch!
I got the machine home, it was dirty (as they always are when you pick them up, or at least they always are when I pick them up), I went to wipe down all the sweaty fingerprints with a damp rag and OH LOOK it's not dirt, it's scratched! This garbage runs all along the back of the machine near the hinge, though most of the smaller stuff is hard to photograph but not hard to see in real life. Below are photographs of the bigger part. Oh, and the backlighting is spotlighted. Not horrendous, but not as nice as the last display or the original:
I'm fed up. I am really, really, really fed up. I can NOT get a proper ****ing repair with Apple.
My girlfriend just called them back because I refuse to piss away another 80 bucks round trip twice to have display #3 and ANOTHER week go by without my machine. My girlfriend told them I will not be bringing the machine in, so what can we do? They said that they could pick it up, but that "it will get damaged during shipping." WTF?? It's called use a proper goddamn box.
So she said no, that's unacceptable, what else can you do? So she talked with the manager about a replacement, and the manager said tough ****.
So for now I said no, just **** it--I need my computer, I'm not sending it back. I'll take the next step when Apple gets back to me. Furious they denied a replacement just now.
I got the machine home, it was dirty (as they always are when you pick them up, or at least they always are when I pick them up), I went to wipe down all the sweaty fingerprints with a damp rag and OH LOOK it's not dirt, it's scratched! This garbage runs all along the back of the machine near the hinge, though most of the smaller stuff is hard to photograph but not hard to see in real life. Below are photographs of the bigger part. Oh, and the backlighting is spotlighted. Not horrendous, but not as nice as the last display or the original:
I'm fed up. I am really, really, really fed up. I can NOT get a proper ****ing repair with Apple.
My girlfriend just called them back because I refuse to piss away another 80 bucks round trip twice to have display #3 and ANOTHER week go by without my machine. My girlfriend told them I will not be bringing the machine in, so what can we do? They said that they could pick it up, but that "it will get damaged during shipping." WTF?? It's called use a proper goddamn box.
So she said no, that's unacceptable, what else can you do? So she talked with the manager about a replacement, and the manager said tough ****.
So for now I said no, just **** it--I need my computer, I'm not sending it back. I'll take the next step when Apple gets back to me. Furious they denied a replacement just now.
It works, just has cosmetic issues. Why would they give you a new machine?Goddamn son of a bitch!
I got the machine home, it was dirty (as they always are when you pick them up, or at least they always are when I pick them up), I went to wipe down all the sweaty fingerprints with a damp rag and OH LOOK it's not dirt, it's scratched! This garbage runs all along the back of the machine near the hinge, though most of the smaller stuff is hard to photograph but not hard to see in real life. Below are photographs of the bigger part. Oh, and the backlighting is spotlighted. Not horrendous, but not as nice as the last display or the original:
I'm fed up. I am really, really, really fed up. I can NOT get a proper ****ing repair with Apple.
My girlfriend just called them back because I refuse to piss away another 80 bucks round trip twice to have display #3 and ANOTHER week go by without my machine. My girlfriend told them I will not be bringing the machine in, so what can we do? They said that they could pick it up, but that "it will get damaged during shipping." WTF?? It's called use a proper goddamn box.
So she said no, that's unacceptable, what else can you do? So she talked with the manager about a replacement, and the manager said tough ****.
So for now I said no, just **** it--I need my computer, I'm not sending it back. I'll take the next step when Apple gets back to me. Furious they denied a replacement just now.
As I said: Sell and replace. Put the new machine in some velvet blankets and it won't get scratched.
Yeah, cosmetic issues that weren't there when I brought the machine in. Cosmetic issues caused by incompetency of the repair techs or someone in between. I've taken excellent care of my machine for 1.5 years, not a scratch on it and it didn't require wrapping it in velvet blankets, it required taking basic care of it.
As I said before, why on earth would anyone sell a machine that's on the verge of a free replacement? I'd have to be out of my gourd to sell it now. Especially selling a machine with cosmetic damage. Think my resale is doing real hot with a half inch thick file of lemon repair paperwork and cosmetic damage?
Let's see:
1) See this through and hopefully come out with a $2500+ machine nearly free after I max out on paid upgrades when Apple finally replaces it
or
2) Sell it now for a paltry $1000 (if I'm lucky), and then spend $1500+ out-of-pocket to get a new one. Not to mention why give Apple the satisfaction of owning a piece of garbage and then foot the bill for the next one?
Which one makes more sense? Really?
EDIT: I realize that you're trying to help, and I appreciate it, but it really makes no sense to me to go that route. FWIW I didn't drop $3k on a machine with intentions of replacing it less than two years later. While I do get the itch to upgrade around the two year mark, problems aside I love this machine and would have been happy using it reliably for at least three years. These are expensive machines, I don't see why I should be forced to sell and replace on my dime due to horrendous unreliability.
Question about backing up data:
I use a Time Capsule to back my data up.
Last time the machine went to Apple, I told them everything was backed up. They apparently did a backup on my data anyway, which was fine, until I brought it home and tried to do my own backup--a box popped up that said the last backup was created on another device, and it asked me if I wanted to "create a new backup" or "reuse backup", with "reuse backup" being the default option.
I chose reuse backup, and it ended up wanting to back up my entire hard drive, instead of the incremental changes since I had last done it. I ended up having to reformat my Time Capsule and start completely fresh, or else I would've had two backups of my entire hard drive on there (unnecessary waste of space).
I got the machine back yesterday and went to back up to Time Capsule and again got the same box as above. This time though I selected the other option, and it did the exact same thing--tried to backup the entire hard drive.
So now it appears I have to reformat the Time Capsule again, and I guess every time it goes in for service since they keep backing up my data despite me telling them it's not necessary.
What's the deal? Is there a way around having Time Capsule try and back up the entire drive?
I use a Time Capsule to back my data up.
Last time the machine went to Apple, I told them everything was backed up. They apparently did a backup on my data anyway, which was fine, until I brought it home and tried to do my own backup--a box popped up that said the last backup was created on another device, and it asked me if I wanted to "create a new backup" or "reuse backup", with "reuse backup" being the default option.
I chose reuse backup, and it ended up wanting to back up my entire hard drive, instead of the incremental changes since I had last done it. I ended up having to reformat my Time Capsule and start completely fresh, or else I would've had two backups of my entire hard drive on there (unnecessary waste of space).
I got the machine back yesterday and went to back up to Time Capsule and again got the same box as above. This time though I selected the other option, and it did the exact same thing--tried to backup the entire hard drive.
So now it appears I have to reformat the Time Capsule again, and I guess every time it goes in for service since they keep backing up my data despite me telling them it's not necessary.
What's the deal? Is there a way around having Time Capsule try and back up the entire drive?
Sorry I just noticed you weren't in the US. Typically, I get much better service when I send the machine in to texas (Apple's US repair depot for mail ins) and the hardware never gets damaged, so perhaps sending it in could be your best bet (if you can't manage to get it replaced).
Thanks but unfortunately when I was in the US last month, the mail in repair depot is where it went for all three repairs, where the bottom case got scratched.
EDIT: I emailed Apple/sjobs about the machine Saturday morning US time. I know it's a holiday weekend, is there a good chance I will hear from them Tuesday US time or does it usually take a few business days to respond to emails about problematic machines?
EDIT: I emailed Apple/sjobs about the machine Saturday morning US time. I know it's a holiday weekend, is there a good chance I will hear from them Tuesday US time or does it usually take a few business days to respond to emails about problematic machines?
I would not bank on a reply. When I was having problem with my old 2007 SR MBP I emailed Apple/SJobs several times and never heard back.
Which department are you talking to on the phone? My final logic board replacement was authorized by Customer Relations (was a "White Glove" repair). During the repair a senior technical rep got in touch with me to let me know the progress, he was also my point of contact for the entire repair process. When I got my computer back, scratched up, poor replacement screen, bent keys, he was the one I contacted and he setup the replacement. (It sounds like even the senior reps have to jump through hoops in order to get a replacement "authorized")
I'd suggest going through customer relations if you've not gone there already. You should get the laptop back in the same condition you sent it, Apple should at the very least repair those scratches.
Thanks, I ill call CR tomorrow night when I get off work (Tues morning US time).
Does anyone have the phone number handy and are the hours California time?
I'm really hoping to resolve this thing this week, I'm ready to be done with this big headache. I'm really hoping they authorize a repair without any hassle.
If they authorize a replacement is there a timeframe you must order the new one by?
Does anyone have the phone number handy and are the hours California time?
I'm really hoping to resolve this thing this week, I'm ready to be done with this big headache. I'm really hoping they authorize a repair without any hassle.
If they authorize a replacement is there a timeframe you must order the new one by?
OP, I wish you the best of luck. It truly is sad that after so many repairs, its still not up to Apple standards.
Thanks, my patience has really gone down over the last 5 or 6 weeks; at first I was pretty understanding and calm, and after spending 4 or so of the last 5 or 6 weeks without the machine, I don't have time for this anymore. I need a machine that runs, which is why I refused the third display for the time being yesterday--I'm not ready to lose the machine for what will end up being 1.5+ weeks again, because I'm not wasting my time and money going to the absolute zoo of an Apple Store on a weekend again in the hottest part of summer. For now I told them to just make a note in the computer under my file that says the machine was scratched upon pick-up.
I just don't understand--a lot of people get machines replaced after the third repeat major repair. Well, been there done that on the logic board now, and no replacement. Am at that point with the display, probably the other biggest repair besides the board. So that's three and three and still denied replacement by the genius and the manager.
I mean Christ, would they still tell me no if it was six logic boards or six displays? Surely they'd replace then? So what's the difference between 6 of one or 3 and 3? Either way it's a large amount of repeat repairs on major components.
Really sucks today is a holiday, I really want this resolved and I want it resolved now.
You should have called AppleCare and followed the procedure. Talk to a level one tech support and had them escalate it to a level two support person. Then had it escalate to a Corporate Customer Care rep. These are the folks who can authorize a unit replacement. I had an out of warranty PowerBook G4 replaced after 5 failed service attempts, a PowerBook G4 12' replaced with one dead pixel, and 3 out of warranty iphones replaced after numerous problems.
Always be polite and never rude. Talk to the rep so that they are on your side and they will do whatever they can to rectify the problem.
Apples customer service really is top notch but you aren't going to get it in store. You need to talk to people who can make decisions and usually it is done by going through AppleCare folks.
That's been my experience.
Always be polite and never rude. Talk to the rep so that they are on your side and they will do whatever they can to rectify the problem.
Apples customer service really is top notch but you aren't going to get it in store. You need to talk to people who can make decisions and usually it is done by going through AppleCare folks.
That's been my experience.
Is there a difference between Apple Care and CR?
What exactly is the order here?
1) Genius--failed
2) Store manager--failed
3) AppleCare general hardware/software tech support level 1, the same people I'd talk to for any old tech support?
4) AppleCare general hardware/software tech support level 2, same as above?
5) Apple Corporate Customer Care Rep (same as Apple Customer Relations?)
6) sjobs email?
7) That's it?
I don't want to spend 2 weeks playing phone tag with 5+ people until I finally get someone that can replace my machine. I want to make one phone call, transfer my way up on the same call if I have to, and hang up the phone with a replacement--I'm not keen on wasting time with people who can't/won't replace it, if I don't have to if at all possible.
My situation is also a little sticky because I live overseas and want to deal with a native English speaker, and the machine was bought in America so I want to deal with Apple America on this--I don't want them shuffling me off to Apple in my country and tell me to go to town over here and that I'm out of luck dealing with Apple America or that nothing can be done, because then I know it's just going to be a blame game where both countries shuffle me off to each other.
Help me clarify the chain of command here so I get this thing resolved as quickly and efficiently as possible because I'm going to make phone calls tomorrow. Phone numbers and hours/timezones would help too, because I can find all sorts of number for all sorts of Apple services. Time zone differences can be the difference between starting the phone calls at 10 or 11 PM or 2 AM, so that's kind of important too but I haven't been able to find any hours that include the time zone.
What exactly is the order here?
1) Genius--failed
2) Store manager--failed
3) AppleCare general hardware/software tech support level 1, the same people I'd talk to for any old tech support?
4) AppleCare general hardware/software tech support level 2, same as above?
5) Apple Corporate Customer Care Rep (same as Apple Customer Relations?)
6) sjobs email?
7) That's it?
I don't want to spend 2 weeks playing phone tag with 5+ people until I finally get someone that can replace my machine. I want to make one phone call, transfer my way up on the same call if I have to, and hang up the phone with a replacement--I'm not keen on wasting time with people who can't/won't replace it, if I don't have to if at all possible.
My situation is also a little sticky because I live overseas and want to deal with a native English speaker, and the machine was bought in America so I want to deal with Apple America on this--I don't want them shuffling me off to Apple in my country and tell me to go to town over here and that I'm out of luck dealing with Apple America or that nothing can be done, because then I know it's just going to be a blame game where both countries shuffle me off to each other.
Help me clarify the chain of command here so I get this thing resolved as quickly and efficiently as possible because I'm going to make phone calls tomorrow. Phone numbers and hours/timezones would help too, because I can find all sorts of number for all sorts of Apple services. Time zone differences can be the difference between starting the phone calls at 10 or 11 PM or 2 AM, so that's kind of important too but I haven't been able to find any hours that include the time zone.
I can't say wether or not Apple will replace your machine nor will I comment as to wether or not they should. I can only tell you what I did. This is the US number for Apple Care. I would call them and tell them what has been going on and that you wish to talk to someone who can escalate this as you are frustrated.
Your 1st mistake in my opinion was dealing with the "Genius" bar folks are they are not genius' nor they really able to do a whole lot. They have strict guidelines by which they operate.
You will get farther by calling AppleCare.
The last issue I had with an Apple product was my wife's Iphone 3g. Ios 4 made the phone unusable. I called AppleCare and was polite and when they told me to go to an Apple store for an appointment with a Genius, I refused. I told the rep that I find most Genius' to be smug, obnoxious, etc and that I refused to deal with them, we went through everything a Genius would do. Phone still no workie properly. They said they would send her a new phone and that it would probably be a new 3GS seeing as 3G's were no longer available. My wife would have been perfectly happy with an iphone 3GS. Long story short, replacement phone (another 3G) still didn't work properly with IOS4. Called back, voiced my unhappiness, So they offered her a new iPhone 3GS free of charge or for $100 I could buy a 16GB iPhone 4 or $200 for a 32GB. She's happy with the iPhone 4.
I was never rude, never got angry, just kept reiterating my frustration and was happy with the outcome.
The steps I would have gone thru would have been:
1. Call Apple Care and do what they say
2. Once unhappy, have AppleCare escalate to level 2
3. Still unhappy, call AppleCare and talk to level 2 and find out next course of action
I've never had to email sjobs, nor would I. AppleCare is there to help and will do their best to help. Just keep escalating it but always be calm and nice.
Your 1st mistake in my opinion was dealing with the "Genius" bar folks are they are not genius' nor they really able to do a whole lot. They have strict guidelines by which they operate.
You will get farther by calling AppleCare.
The last issue I had with an Apple product was my wife's Iphone 3g. Ios 4 made the phone unusable. I called AppleCare and was polite and when they told me to go to an Apple store for an appointment with a Genius, I refused. I told the rep that I find most Genius' to be smug, obnoxious, etc and that I refused to deal with them, we went through everything a Genius would do. Phone still no workie properly. They said they would send her a new phone and that it would probably be a new 3GS seeing as 3G's were no longer available. My wife would have been perfectly happy with an iphone 3GS. Long story short, replacement phone (another 3G) still didn't work properly with IOS4. Called back, voiced my unhappiness, So they offered her a new iPhone 3GS free of charge or for $100 I could buy a 16GB iPhone 4 or $200 for a 32GB. She's happy with the iPhone 4.
I was never rude, never got angry, just kept reiterating my frustration and was happy with the outcome.
The steps I would have gone thru would have been:
1. Call Apple Care and do what they say
2. Once unhappy, have AppleCare escalate to level 2
3. Still unhappy, call AppleCare and talk to level 2 and find out next course of action
I've never had to email sjobs, nor would I. AppleCare is there to help and will do their best to help. Just keep escalating it but always be calm and nice.
Conversely,
I brought my machine in to the local Apple store as I had always done the previous times, only this time I decided to bring my 6 or so repair slips along with me. I sat down at the bar, said Hello, verified the issues with the genius, then showed them the repair log and asked if there is "anything we can do". Ten minutes later I had a 15" i5 right in front of me, then they say "Oh wait this machine doesn't have the expresscard slot BRB" and before I knew it they pulled out a 17" i7 AG Hi-Res. Signed the paper saying I picked it up and left my Macbook Classic 15" to the genii.
So it's really a luck of the draw.
I brought my machine in to the local Apple store as I had always done the previous times, only this time I decided to bring my 6 or so repair slips along with me. I sat down at the bar, said Hello, verified the issues with the genius, then showed them the repair log and asked if there is "anything we can do
". Ten minutes later I had a 15" i5 right in front of me, then they say "Oh wait this machine doesn't have the expresscard slot BRB" and before I knew it they pulled out a 17" i7 AG Hi-Res. Signed the paper saying I picked it up and left my Macbook Classic 15" to the genii. So it's really a luck of the draw.
Conversely,
I brought my machine in to the local Apple store as I had always done the previous times, only this time I decided to bring my 6 or so repair slips along with me. I sat down at the bar, said Hello, verified the issues with the genius, then showed them the repair log and asked if there is "anything we can do
So it's really a luck of the draw.
Perhaps in-store rules have change since I last dealt with anyone in an Apple store. Glad it all worked out for you.
As far as I was told Apple Customer Relations is the top of the tree with respect to phone support. There is no way to escalate a call to a level above them (you'd have to write to Apple corporate). As someone already said, don't be rude, but make sure you are firm in how you want this situation resolved.
All replacements have to be reviewed by an administrative group who work behind the scenes and have no contact with customers. So the rep who requests the replacement has to make a good case so it won't be denied (but from what I can tell replacements are not offered unless they are sure it's going to be approved).
When a replacement is done you don't order the unit yourself, the Apple rep on the phone does it. You then get an email/phone call from someone in that administrative group I mentioned to confirm all the details. They become your point of contact regarding the replacement process.
Thanks for all the tips, will take them into consideration when I call later tonight.
1-800-275-2273
That's the number for Apple Care support, so I guess that's the one I'll call. Also found that the hours are 6AM--6PM pacific time which is great, because that means I can call them up at 10 PM tonight, right after I get home from work.
I'll let you guys know how it goes. Hopefully I come out of this with a HR glossy i7 with a 7200 RPM hard drive for only the price of the HR upgrade.
1-800-275-2273
That's the number for Apple Care support, so I guess that's the one I'll call. Also found that the hours are 6AM--6PM pacific time which is great, because that means I can call them up at 10 PM tonight, right after I get home from work.
I'll let you guys know how it goes. Hopefully I come out of this with a HR glossy i7 with a 7200 RPM hard drive for only the price of the HR upgrade.
OK I just talked to them.
They said that they had actually called me yesterday and left a voicemail, but I didn't receive it. Turns out someone from executive relations called me to discuss this, so they gave me his contact hours, name, and phone number and told me "he has the power to do pretty much anything." They gave me a guy with Sydney hours so he's more or less in my time zone, and a native English speaker. The guy I talked to point blank said that he "has the power to issue a replacement, which is what I would recommend, this is way too many problems to have to get a good product from us."
So, I'll give him a call before work tomorrow, see what he says, and then hopefully I can pick back up tomorrow afternoon (just have to work a couple hours in the morning so I'll get a quick call in before I go to get things moving).
Basically the guy on the phone was just like yeah, this needs to be replaced, and told me to call them back if I couldn't get things moving with the executive relations guy.
FTW??
They said that they had actually called me yesterday and left a voicemail, but I didn't receive it. Turns out someone from executive relations called me to discuss this, so they gave me his contact hours, name, and phone number and told me "he has the power to do pretty much anything." They gave me a guy with Sydney hours so he's more or less in my time zone, and a native English speaker. The guy I talked to point blank said that he "has the power to issue a replacement, which is what I would recommend, this is way too many problems to have to get a good product from us."
So, I'll give him a call before work tomorrow, see what he says, and then hopefully I can pick back up tomorrow afternoon (just have to work a couple hours in the morning so I'll get a quick call in before I go to get things moving).
Basically the guy on the phone was just like yeah, this needs to be replaced, and told me to call them back if I couldn't get things moving with the executive relations guy.
FTW??
I understand your frustration. I have had a couple of Apple Mac "lemons" and went through multiple repairs and eventually, they were replaced. I usually left the Genius out of the equation and requested that AppleCare ship me a box and ship it to a repair depot.
My last attempt for an in store hard drive replacement took over two weeks and customer support was less than mediocre. After a particularly rude phone call, I made my way up the Corporate ladder and spoke to an Exec who told me, "If you have any hardware issues over the next six months, I will personally replace your machine". I was really hoping for another issue but one year later I am problem free. Speaking of free, this MBP was one of those replacements BTW, they also offered and I accepted an iPod Touch for my troubles.
My last attempt for an in store hard drive replacement took over two weeks and customer support was less than mediocre. After a particularly rude phone call, I made my way up the Corporate ladder and spoke to an Exec who told me, "If you have any hardware issues over the next six months, I will personally replace your machine". I was really hoping for another issue but one year later I am problem free. Speaking of free, this MBP was one of those replacements
BTW, they also offered and I accepted an iPod Touch for my troubles.