Apple Cannot get MacBook Pro Fixed

[Ryukouki]

Apple is usually on top of their game. Try again in a few days, be polite, and insist on speaking to a tech advisor. If they try to force a situational $50 fee for not having the warranty, tell them that your situation has become far extreme and plead a little bit. That will work wonders. Seriously. I had that waived by being nice to them, and in return, I talked with them over the phone for six hours to resolve what my issue was. It turned out it was a software problem, and they told me to follow some steps, which i did, and it works fine again!

Do NOT give up, don't go involve legal affairs just yet! Just be patient, and best of all be nice!

 

[hbrake69]

Thanks for the advice, but once you are talking to Corporate Executive Support, no one else will talk to you again about the same problem. I received the broken MacBook Pro back today and it wouldn't even start up. I had to restore and then it would start up. No repairs were done, and now Apple is telling me they cannot give me copies of the repair reports for the times it was in the Apple Depot. It arrived back today with any repair documentation that it was even there.

I am really feeling punished for something by Apple. The nice manager at the
Apple Store in Little Rock tried to help, but apparently he was knocked down as well. It is like this is some Alien Apple Company that didn't exist when Steve Jobs was working there. It is a sad day at Apple.

 

[Orange Furball]

Thanks for the advice, but once you are talking to Corporate Executive Support, no one else will talk to you again about the same problem. I received the broken MacBook Pro back today and it wouldn't even start up. I had to restore and then it would start up. No repairs were done, and now Apple is telling me they cannot give me copies of the repair reports for the times it was in the Apple Depot. It arrived back today with any repair documentation that it was even there.

I am really feeling punished for something by Apple. The nice manager at the
Apple Store in Little Rock tried to help, but apparently he was knocked down as well. It is like this is some Alien Apple Company that didn't exist when Steve Jobs was working there. It is a sad day at Apple.

Small Claims Court.

 

[tninety]

Emails to sjobs@apple.com about computer issues also ended-up being handled by Executive Relations. (I'd tell you how I know this, but I had to sign an NDA.)

TombTime

 

[theBostonian]

Well this is troubling, especially when read in conjunction with this

Has Apples famed customer service schtick really deteriorated or is this guy a troll? Well we'll likely never know since I doubt Felipe or anyone else will come on to give us their side of events. Always a peril to make a half-cocked deduction.

I also realise a lot of the complaints in that link are user error but some are genuine.

Any other Apple employees care to weigh in on this?

 

[mustang_dvs]

I hate seeing you post this because it just piques my interest :/ hahaha

I was a little surprised at having to sign an NDA for my recent AppleCare machine replacement.

The only other time that I've had a machine replaced I didn't have to sign anything that stipulated that the circumstances were confidential.

That time around, over the course of three years, the CoreDuo MacBook Pro had three major repairs performed. After the third repair, it returned from the depot with cosmetic damage to the top case and a significant scratch on the screen. I wrote a letter to sjobs expressing my dissatisfaction and my reluctance to send the machine off for repair again and pointed out that I believed something was fundamentally wrong with my MBP, given that, in the course of owning numerous Macs since 1987, I'd only had one which required any repairs (and that was the result of 3rd party RAM), and with AppleCare soon to expire, I was worried about being left, holding the bag. Apple swiftly offered a new replacement machine and refunded the value of the remaining 37 days of AppleCare.

While I cannot disclose the details of my recent machine replacement, I can say that it was equally swift and easy.

 

[hbrake69]

I'm glad your experience with Apple was better than mine. I received the machine back last week from Apple & it was not repaired as Apple had told me it wouldn't be repaired. I am now gathering emails & receipts for the computer being in the shop 8 times for the same problems since March 30th of this year. I was assigned to another person (Andrew Li) at Executive customer relations when they cancelled my AppleCare.(Which wouldnt have expired till the middle of next year) He sounds like Filipee. He sent me the tickets for the service at the Apple Store, but said in his email that he didn't know if they kept records when it was sent to the repair depot or if he just didn't have access. I'm also trying to get a copy of my purchase receipt since it is slightly over 18 months & Apple says they don't have that anymore. I need these items for Small Claims Court.

I see no other option than going to small claims court for a resolution to this mess with Apple. After being an Apple customer for almost 30 years, I wouldn't believe this if I read it on here. But it is true. I wish someone fom Senior Management at Apple would read this. Perhaps Tim Cook?

 

[sammyvine]

wow this is one weird story,

i am from the uk but this apple customer service has made me wonder if i should get a mac

 

[sweetbrat]

I am really feeling punished for something by Apple. The nice manager at the Apple Store in Little Rock tried to help, but apparently he was knocked down as well. It is like this is some Alien Apple Company that didn't exist when Steve Jobs was working there. It is a sad day at Apple.

Contrary to popular belief, there were things like this that happened while Steve was still there. I remember reading about a few of them on this forum. For the most part Apple's customer service is really good. I'm sorry you've had so many problems.

----------

wow this is one weird story,

i am from the uk but this apple customer service has made me wonder if i should get a mac

For the most part, Apple's customer service is great. You'll find a few stories here and there about people having trouble, but you'll also find stories about people getting new, upgraded computers after they've had a problem. People are more likely to post the bad stories than the good ones. Just something to keep in mind.

 

[hbrake69]

After small claims court, I will probably buy a MacBook Pro again. I love Mac computers. I won't, however, put it in my name. Spouse's maiden name will work better. Apparently there is a list that executive customer relations can put your name on & life sucks for the Mac owner then. I will never escalate a problem to Executive Relations again. Apparently that office is like some inbred office where they all will do anything for each other and cover each other's butt. Stay clear of them.

I now have all of the receipts & the local Apple store will be served with the Small Claims Court summons.

Beware Apple Executive Customer Relations!

 

[rockyroad55]

Get this to the blogs or front page of Macrumors. That'll grab their attention. This is very unlike of Apple. Their service isn't usually this shoddy.

 

[hbrake69]

How do I do that - get this moved?

 

[bwhli]

My old MacBook Pro burned me a few years ago. Took it to the store, and they replaced it.

 

[AZREOSpecialist]

I mean no disrespect, but how do we know the OP is telling the truth? For all we know, the OP is laying the groundwork for his own version of the truth and is planning on using some of the forum posts to bolster his own claim. I've seen this same exact scenario play out in an appliance forum where someone started a thread confirming his/her own version of events, then took the company to court and paraded into court a stream of postings from other customers who have had similar bad experiences.

We only know half the story. To those of you who have been Apple customers, does this sound like the way Apple would behave? Highly unlikely. Especially the part about Apple Executive Relations not being able to find records of the service? Again, this sounds like an omission of facts by the OP which he covered by making up a quote from an Apple executive.

To the OP - if what you say is true, you've gone as far up the chain as you can. Go to small claims court and end your drama. There is nothing more anyone here can do for you other than provide you with more fuel, if that's what you're looking for.

Personally I think the OP wants a new computer and Apple has gotten wise to his game.

 

[rockyroad55]

I mean no disrespect, but how do we know the OP is telling the truth? For all we know, the OP is laying the groundwork for his own version of the truth and is planning on using some of the forum posts to bolster his own claim. I've seen this same exact scenario play out in an appliance forum where someone started a thread confirming his/her own version of events, then took the company to court and paraded into court a stream of postings from other customers who have had similar bad experiences.

We only know half the story. To those of you who have been Apple customers, does this sound like the way Apple would behave? Highly unlikely. Especially the part about Apple Executive Relations not being able to find records of the service? Again, this sounds like an omission of facts by the OP which he covered by making up a quote from an Apple executive.

To the OP - if what you say is true, you've gone as far up the chain as you can. Go to small claims court and end your drama. There is nothing more anyone here can do for you other than provide you with more fuel, if that's what you're looking for.

Personally I think the OP wants a new computer and Apple has gotten wise to his game.

Perhaps so, I was a bit skeptical on the part where they couldn't find his receipt. Maybe the OP didn't buy it from Apple? I bought a Macbook once and it broke down on me a year after AC ran out. Called Apple to get the receipt (they're usually tied to the serial number) because I needed to fax it to American Express. Done within a matter of minutes at the store!

 

[AZREOSpecialist]

Perhaps so, I was a bit skeptical on the part where they couldn't find his receipt. Maybe the OP didn't buy it from Apple? I bought a Macbook once and it broke down on me a year after AC ran out. Called Apple to get the receipt (they're usually tied to the serial number) because I needed to fax it to American Express. Done within a matter of minutes at the store!

Exactly! Apple Executive Relations paid for a major repair of my liquid cooled PowerMac in 2006. The liquid cooling system broke down and fried one of my two CPUs. One email to Steve Jobs and the $1,400 repair was paid-for at a local Apple shop - this was before Apple had any stores in the Phoenix area. When I later sold that PowerMac on eBay, I needed the receipt for the repair and the store that fixed it was no longer in business. One call to Apple and they emailed me the proof of repair within an hour.

There are so many inconsistencies and holes in the OP's story, and one would be required to make a huge leap in order to believe that Apple is purposely screwing this poor, innocent consumer even after escalating the issue to upper management. My take? The OP decided he wanted a new computer. Why do I think this? Simple… look at the original post. The OP's laptop was getting hot and some of the applications were taking longer to load… Hmm… looks like normal behavior on the heating front when you are doing anything that taxes the system, and the slower loading of applications could be due to any number of simple things - not enough HD capacity, a failing drive, etc.

Knowing that new machines are around the corner, the OP decides to start laying the ground work for a replacement. Repair after repair, the OP claims the computer is still running slow and hot. Well, the terms "slow" and "hot" are somewhat arbitrary, aren't they? To me they seem vague enough to allow the OP to claim, one repair after another, that the computer is not fixed. For all we know, the OP messed with his computer internally, causing Apple to cancel his AppleCare.

If Apple canceled the OP's AppleCare, I believe it has a very good reason. If the OP feels that he has been unjustly marginalized by Apple, he has many options available to remedy the situation that do NOT involve coming in here and starting a thread about how awful Apple is while at the same time only giving us half the story.

 

[hbrake69]

Ok, for the people that apparently didn't read the whole post:

1) Apple Executive Relations has now provided me with all the receipts for repair and the receipt for the purchase of the computer.
2) The same day last week that Apple Executive Relations sent me the receipt for the computer, the Apple.com store sent me an email and said they couldn't get the receipt since it was over 18 months and that is how far their system goes back. Makes sense, but Executive Relations came through.
3) This is awaiting the hearing in Small Claims Court which was recommended to me in this forum.
4) I didn't ask for a replacement until about 1.5 months ago when a former Apple Employee on here told me to do so. I have never prior asked for a replacement from Apple.
5) Apple Executive Relations and my local Apple Store has received the link to this blog where they can see my comments and are welcome to reply. This blog is not a secret to Apple.
6) This all started in months upon months ago and I have told the full story. I don't have access to the Apple side or what their thoughts are - I am not a mind reader.

 

[Muscle Master]

My whole things is

If apple really repaired the laptop 8 times (numerous parts replaced I assumed) and then voided the applecare cause of user error.. then I call ******** on apple

If the OP really did do something to void the warranty.. it would have been addressed the 1st if not the 2nd repair

Wish you the best op

and if you really want this on the blog... we gonna need those repair logs, pictures, receipts, the works

lets outs this thing

 

[hbrake69]

I have 7 repair logs - they cannot find the 8th one - but still 7 should be sufficient - invoice, etc. Just let me know what you need and where to send it to and I will be happy to do this. This type of error doesn't need to happen to other Apple customers in the future.

 

[rockyroad55]

I'd try to demand a replacement once more. If they do not come through, then small claims it is. Also, did you pay with a certain credit card? Some companies offer an extra year of warranty in addition to the manufacturer's.

 

[AZREOSpecialist]

I would love to be a fly on the wall in that courtroom...

 

[theBostonian]

Well I just had my MBP replaced by Apple, literally just now, and it wasn't for any internal fault/over heating like what you claimed your MBP suffered with.

Now I don't know what to think, and likely none of us will ever have the full story either.

 

[iLikeTurtles!]

so whats hte update? did they replace your mac or what?

 

[hbrake69]

The update

Apple provided me with all the service tickets & original receipt. I have filed a lawsuit in Small Claims Court in Little Rock, AR as of this past Monday. I am awaiting a court date.

I am still in shock that this with Apple has come to this point. I am sad if this is the new Apple - so large - that it is now a "Bully"

 

[FastEddiebags]

The update

Apple provided me with all the service tickets & original receipt. I have filed a lawsuit in Small Claims Court in Little Rock, AR as of this past Monday. I am awaiting a court date.

I am still in shock that this with Apple has come to this point. I am sad if this is the new Apple - so large - that it is now a "Bully"

Good luck. I'm a huge apple fan but I hope they get whats coming to them. I personally believe after 3-4 repair attempts, a replacement is obviously necessary.