Am I in the right? - MBP + Applecare = New MBP?

[jasonbro]

Wow, lots of responses.

I just reread my OP and it is a little confusing. Here is a timeline:

Nov. 09 - Purchase of Refurb
about Jul. 10 IRC - 1st screen replacement
May 11 - 2nd screen replacement & HD replacement
Jul. 11 - 3rd screen showing issues / no power

Nowhere did I say that I was looking for a new MBP, although that would be nice. I'll be happy if they can fix it and not have to go back.

The reason I posted was to see if anyone could offer some first-hand advice directly to me (instead of me reading) about what I could justifiably hope/ask for in return for having to deal with so many major issues.

The computer is currently at the Apple store getting a full body scan. The genius said I should hear back by tomorrow what the diagnosis is.

+1 for you then. It got to the point where i was playing devils advocate because so many people said you deserved a brand new 2011 MBP. I wasn't trying to imply that you were trying to take advantage of anything.

If i was in your shoes i would ask for extended apple care for no charge considering how problematic the cpu has been.

You really need to show a continuing problem that is being fixed but is reoccurring. So if they can fix it check the screen. If it's bad send it right back. If it's good point out the reoccurring screen prob and the new prob and tell them how disappointed you've been. You'll probably need to talk to a manager or maybe even send a letter but it can be done.

If your computer can be fixed its very doubtful they'll give you a new one. But you might be able to score extended apple care if you play your cards right. Appeal to their sense of decency and don't demand anything or say you "deserve" anything and you'll get further IMO.

good luck.

EDIT: If i understand correctly the 3rd screen problem isn't really 'official' yet because you didn't report it and then the cpu failed. You'll have to want until it's returned, if it can be fixed, and point it out then and take it from there.

 

[marshallbedsaul]

Wow, lots of responses.

I just reread my OP and it is a little confusing. Here is a timeline:

Nov. 09 - Purchase of Refurb
about Jul. 10 IRC - 1st screen replacement
May 11 - 2nd screen replacement & HD replacement
Jul. 11 - 3rd screen showing issues / no power

Nowhere did I say that I was looking for a new MBP, although that would be nice. I'll be happy if they can fix it and not have to go back.

The reason I posted was to see if anyone could offer some first-hand advice directly to me (instead of me reading) about what I could justifiably hope/ask for in return for having to deal with so many major issues.

The computer is currently at the Apple store getting a full body scan. The genius said I should hear back by tomorrow what the diagnosis is.

at this point since its with apple I would give applecare a call and explain to them that you find this to be a pain in the butt. And the repairs separate you from the computer when you need it. And ask if they could replace your system at this time. If you are told no ask to be transferred to a higher up.
GL

 

[jasonbro]

I dunno marshal, i don't want to get into a pissing match so i didn't quote you but......

If using apple care 3x over 3 years gets you a brand new computer then i should extend applecare......

Seems sorta silly in the scheme of things to expect a new computer IMO.

Over years you've had it how long have you actually been without it? Dead screens are pretty straight forward, i can't imagine it took too long to fix....

 

[tcphoto]

As long as you purchased Apple Care, they will make every attempt at fixing the computer. If it comes back multiple times for major repairs, Apple may decide to replace it at their discretion. Of course, they may need a little presuasion but they will replace it with a comparable model from their current line up. It's not like they have stock of two and three year old machines on hand. Besides, an Apple Customer Service Rep once told me that there are laws that state they cannot replace a unit with a refurbished one. How do I know this? I have had a couple problems with Apple computers over the last sixteen years and have had three replaced.

 

[SlickShoes]

The OP laid out his question like he has some ongoing problem. He doesn't. He wants a brand new 2011 mbp for nothing and wants the people in this forum to tell him he deserves it.

He has a BRAND NEW problem which NEVER happened before. If they can't fix it, and it's under warranty, then i'm sure they will replace it.

THAT'S NOT what he's asking. He's asking if he should insist on a brand new 2011 MBP EVEN IF THEY FIX IT, due to it being 'faulty' or something.

This is a new problem and if they fix it all you will get back is your computer, fixed, and you should be happy for that.

At no point did he ask for a 2011 replacement, you just made that up, well played.

 

[creator2456]

Just got the MBP back from the Apple store. They ended up replacing the logic board to fix the power issue. They also said a SMC reset fixed the screen issue which I doubt, haven't had time to srutinize it yet.

I do however have no keyboard backlight even though the system believes it is working just fine. I'm definitely going to make a little stink about getting a computer back with new 'damage'.

 

[canucksfan88]

Just got the MBP back from the Apple store. They ended up replacing the logic board to fix the power issue. They also said a SMC reset fixed the screen issue which I doubt, haven't had time to srutinize it yet.

I do however have no keyboard backlight even though the system believes it is working just fine. I'm definitely going to make a little stink about getting a computer back with new 'damage'.

use this line

"i brought this computer in a few days ago and you fixed X,X, and X. I brought it home and noticed the backlit keyboard does not work. I'm grateful you repaired it initially, however its quite a hassle having to come down to the apple store. don't get me wrong, i like coming here, but I'm just getting sick of constantly bringing my computer down."

don't be rude, don't be mean, just tell it as it is. odds are they will say sorry and repair it. you don't have enough problems to warrant a replacement right now. although i can tell you are trying to milk the system

 

[BrickbookPro]

use this line

"i brought this computer in a few days ago and you fixed X,X, and X. I brought it home and noticed the backlit keyboard does not work. I'm grateful you repaired it initially, however its quite a hassle having to come down to the apple store. don't get me wrong, i like coming here, but I'm just getting sick of constantly bringing my computer down."

don't be rude, don't be mean, just tell it as it is. odds are they will say sorry and repair it. you don't have enough problems to warrant a replacement right now. although i can tell you are trying to milk the system

I don't know... Personally, I might be quite frustrated as well. This is my first Mac (2010 Macbook Pro). I bought it as a refurb. 32 Days in I noticed that the bottom edge of the laptop where the slot drive is was slowly deforming from the heat. While I am normally 2.5 hours from the nearest apple store, I was staying with family who, luckily, are only a half hour away from a store. I brought it in and they fixed it over night. I picked it up the next day and brought it back home (2.5 hours away) only to find that they damaged the battery connection and that, now, it wouldn't charge. I was quite Pis$ed. Needless to say, I called up applecare. I was polite and asked that they just replace the laptop since it was only a few days outside of the 30 day return period. They refused. I was pretty upset about having to be without my laptop for the 4 days it took to get repaired (I had to mail it) because I depend on it for my photography job as well as for school (I had 5 exams that week in rather challenging classes such as genetics, biochemistry, and plant physiology). I was upset and they offered some compensation. I felt that consider I had already had two problems free applecare (extended) would be warranted but this was refused. Eventually I ended up with a 3rd gen 8gb iPod touch (refurbished), which I like but still wish they had given me the apple care. Either way I can understand why the OP may be frustrated.

Oh, it is from my experience that I decided that my laptop (and this user name) would be named "BrickbookPro" (because a good 7 days out of the first 40, it was really, no better than a brick) and my iPod named "BrickPod".

Ah well, what can ya do?

 

[creator2456]

use this line

"i brought this computer in a few days ago and you fixed X,X, and X. I brought it home and noticed the backlit keyboard does not work. I'm grateful you repaired it initially, however its quite a hassle having to come down to the apple store. don't get me wrong, i like coming here, but I'm just getting sick of constantly bringing my computer down."

don't be rude, don't be mean, just tell it as it is. odds are they will say sorry and repair it. you don't have enough problems to warrant a replacement right now. although i can tell you are trying to milk the system

Had a busy weekend but finally called up Applecare and explained what was going on with the backlight as well as some weird audio issues with Lion (losing all input/output after waking from sleep). They suggested a complete wipe of the HD and clean install of Lion. That solved the audio issue but did not fix the screen lines or my keyboard.

Called the Apple store that did the last repair and asked to speak with a manager. After talking with him and having him look through the repair history of the computer, he has me coming in tomorrow to find the best replacement.

I did not mention wanting a replacement, I just said I would like to have my computer functioning 100%. The manager was actually surprised there wasn't any action beyond repairs.

By no way was/am I trying to milk the system. If I was I would have demanded a replacement/compensation far sooner. The OP was to get first hand responses from others on what I could expect Apple to do to help a consumer.

I simply want what I paid for, a working computer that I can rely on working for years to come with no issues.

 

[digiphantom]

good luck, hopefully you'll get a replacement with no issues.

My MBP early 2008 also wouldn't power on last week and my Applecare expired in March. It's currently being fixed at Apple's service center, but it's costing me so far at least $310.

 

[jsa83]

my friend just got the new MBP last week, a $1800 value. she had the old macbook when they released them in the unibody style. it looks like the 13 inch mbp but it was a macbook. she had an issue with the screen. they replaced it 2 times already. it started acting up again last week so she brought it to the apple store. they gave her a brand new 15" mpb. i was amazed!.. they honored the price she paid for the unibody MB from 2-3 yrs ago.

 

[SavMBP15]

The fact that it is a refurb means NOTHING to Apple and should not to anyone else. A refurb is often nothing more than a computer that someone bought and then returned immediately with some minor problem. In fact ALL refurbs are torn down by hand, rebuilt and tested again, while new MBP's do not receive the same scrutiny by QA. They just spot check the line.

 

[canucksfan88]

Had a busy weekend but finally called up Applecare and explained what was going on with the backlight as well as some weird audio issues with Lion (losing all input/output after waking from sleep). They suggested a complete wipe of the HD and clean install of Lion. That solved the audio issue but did not fix the screen lines or my keyboard.

Called the Apple store that did the last repair and asked to speak with a manager. After talking with him and having him look through the repair history of the computer, he has me coming in tomorrow to find the best replacement.

I did not mention wanting a replacement, I just said I would like to have my computer functioning 100%. The manager was actually surprised there wasn't any action beyond repairs.

By no way was/am I trying to milk the system. If I was I would have demanded a replacement/compensation far sooner. The OP was to get first hand responses from others on what I could expect Apple to do to help a consumer.

I simply want what I paid for, a working computer that I can rely on working for years to come with no issues.

awesome! sorry, i probably just misread or what not. but saying "i would like to have my computer functioning 100%" was probably the best thing you could say.

hope your replacement works well!

 

[marshallbedsaul]

why so much trolling in this thread come on people smh