From: "SuparShadow"
Subject: Retail Store and AppleCare Concern
Date: March 23, 2009 2:48:57 PM EDT
To: pfradin@apple.com,
ksmith@apple.com,
sjobs@apple.com,
tcook@apple.com,
ronj@apple.com
To Whom It May Concern,
I am contacting you concerning a matter which troubles me.
Last Sunday (March 15, 2009), I visited the SoHo Apple Store after experiencing some video anomalies with my 2006 15.4" 2GHz Intel Core Duo MacBook Pro (MA600LL/A).
At the time, I believed the issue was related to my computer's graphics card. After some research, I've found that many other customers with my model seem to be experiencing the same problem, and that it might be related to damage caused by the heat generated by the computer.
Here are a few links to articles and testimonials I found that describe the same issue in relation to the ATI Radeon x1600 card in our machines.
As an AppleCare customer, I obviously expected that this defect would be taken care of easily and without incident.
So I booked the soonest available Genius Bar appointment I could find in the city.
Usually, I don't have very high expectations when I walk into the SoHo store for a Genius Bar appointment. I understand it's one of Apple's busiest retail stores, and I know the staff is probably constantly under a barrage of angry or frustrated customers trying to get their computers fixed quickly, so I try to cut them a little slack in that regard.
When I dropped off my notebook on Sunday March 15th, I discussed my concerns about the graphics card and how it was my understanding that the graphics card is attached to the logic board in Apple's notebooks, and that most likely the entire part would need to be replaced. The Genius then inspected the computer, took note of the minor cosmetic damage it's incurred over two years of use, and filled out a work authorization sheet. He explained to me that the store's GCRM was currently down and estimated the repair would take 3-5 days. Knowing that was a guess, and that without the GCRM he had no way of giving me a more specific or accurate time estimate, I figured I'd call back the next day for a more accurate estimation.
Fortunately, I had specifically chosen to bring in my computer for repairs this week since I was on break from school and it was the only time I could afford to be without my computer.
On Tuesday, March 17th, I called the SoHo store to get a better idea of when my computer would be ready for pickup. The phone operator consulted with a Genius and told me they the replacement logic board in stock, but had to do some more tests to isolate and verify the problem, and that I could expect my computer to be ready within 4-5 days.
The fourth day after that, Saturday, March 21, I again called the SoHo store to make sure the computer would be ready on time. I was told that my computer had "somehow gotten pushed back," and that it wouldn't be ready until possibly Tuesday, March 24. I explained to the phone operator that I had specifically brought in my computer this week to allow enough time for the repair since I would need my equipment back by Monday. She suggested I visit the store in-person on Monday and speak to a manager, so I asked to speak with one on the phone. The operator placed me on hold while she found a manager. She apparently discussed my case with him, and he relayed, through her, that somebody would call me back by the end of the day.
A couple of hours later, I received a voicemail from the original Genius who inspected my computer. He indicated that the store would not be able to perform the repair under my AppleCare Protection Plan because of cosmetic damage they had found on the computer's exterior/case. I then visited the store in person and asked to speak with the manager at the Genius Bar. She and the lead genius then went to look at my computer, and came back, parroting the message on my voicemail and quoting me $1,240 for a tier-4 repair.
Specifically, the SoHo employees claimed that a dent the found on my left speaker had been the result of accidental damage, which they concluded caused damage to the logic board and was the cause of the distorted video symptoms I was now experiencing.
Disappointed, I took my computer home and called AppleCare, hoping I would get a more sympathetic agent via the hotline. Unfortunately, the product specialist I was transferred to simply parroted back the Retail Store's notes, and tried to use a convoluted example of "damaging the logic board via day-to-day electrostatic discharge" to illustrate how a small dent could cause damage.
While I'm no expert, it did seem unlikely to me that the dent in question, which I believe is purely cosmetic, would have damaged the logic board in such a way to cause a single, isolated symptom that several other owners of this model have also begun recently experiencing. Especially when the damage the employees were citing was on the opposite end of the logic board from where the relevant components (the video card, specifically) are located.
Instead, it seems to me, these machines have a faulty video card that, for whatever reason, has begun failing en masse after two years and, as a manufacturer's defect, should certainly be covered under the terms of AppleCare.
This morning, I decided to place a call to Apple's Customer Relations. The agent I spoke to was extremely helpful, and concluded that my machine was eligible for an no-cost repair exception since the Genius had "sufficient evidence" (his initial notes about the cosmetic damage, I'm assuming) to deny the repair under AppleCare when I first checked in the computer, and that they should have told me so to begin with instead of keeping my computer for a week without so much as looking at it.
As of today (Monday, March 23), I'm pleased to say that Customer Relations has authorized a mail-in repair for my unit, and look forward to having these issues settled once and for all.
Still, I'm unsettled by the experience I went through with the SoHo store and its Genius Bar. Fortunately, the employees were all very polite and patient in handling my case, but I'm very disappointed with the level of customer service provided up to this point.
To have my computer for an entire week without having so much as touched it, trying to delay the repair an additional several days (which was only avoided because I insisted on speaking with a manager), and then refusing the warranty coverage I've paid for and am entitled to because of a cosmetic detail that should have taken no more than a minute (let alone seven days) to identify is unacceptable. It has soiled my impression of Apple from a company I ordinarily respect and am loyal to, to a greedy corporation that uses flimsy excuses like minor cosmetic damage to avoid meeting the conditions of its contracts and agreements and employs "Geniuses" who are either too lazy and uninterested in customer satisfaction or too overwhelmed to perform thorough and quality work.
I've been a long-time Apple customer, starting with my first Mac (a 15" flat-panel iMac) in 2003, a first-generation iPod that same year, my MacBook Pro in 2006, a first-generation iPhone, and an iPod Shuffle.
In every other instance I have always been very pleased with both your products and the support you provide. Fortunately, I have rarely needed to have repairs done on any of the products I've purchased, but this recent experience has been a very disappointing blip on a company's otherwise record of excellence. Frankly, I expected better especially for such an expensive piece of equipment.
For your reference, the serial number of the computer in question is WXXXXXXXXXX. The repair ID is XXXXXXXXX and my case number is XXXXXXXXX.
Yours respectfully,
"SuparShadow"
P.S. I hope that you will also bring this GPU issue to the attention of Mr. Bob Mansfield and his department's team. I would have Cc'd him on this e-mail as well, but had less luck finding his e-mail address than some of the other individuals addressed. However, it sounds like these graphics cards are ticking time-bombs, and as long as these units are officially supported by Apple, I think it's an issue that if it doesn't warrant a recall should at least be acknowledged by Geniuses and AppleCare so that users with a legitimate problem aren't turned away on bogus claims of accidental damage.
Also, I would like to emphasize that I was very pleased with the way Customer Relations handled this situation. I wish I had taken down the agent's name, but he was very professional and helpful in getting this matter settled. Sadly, it does not excuse the poor service on the store or the AppleCare hotline's behalf, but it is encouraging to know that there do exist individuals within Apple who take customer service and satisfaction seriously.
Cc:
Paul Fradin,
SoHo Store General Manager
Khalil Smith,
SoHo Store Manager
Steve Jobs,
Chief Executive Officer
Tim Cook,
Acting Chief Executive Officer and Chief Operating Officer
Ron Johnson,
Senior Vice President for Retail
