My mid-2014 15 inch MacBook Pro retina recently developed the dreaded SBS – swollen battery syndrome. Heeding the dire warnings offered by both Apple and general Internet conversations, I took it out of service and transferred current files to my MacBook Air, normally used only for traveling.
Apple was contacted, and an appointment made to deliver my ailing system to the “Genius Bar.” This was done at the appointed time and I was told that it did indeed appear that my battery was swollen, my computer would be examined and I would be contacted within 24 hours with the prognosis. I was delighted when less than 3 hours later I received a telephone call telling me that the battery was indeed the only issue, parts were available and my computer would be repaired within 3 to 5 days in exchange for $199.
That was Saturday. On Sunday I received an email asking me to contact the Apple Store about my computer. The store telephone remained unanswered but I did make contact with Apple technical service and the representative was able to access the store records and told me that my computer was ready for pickup on the following day. I was very pleased – 24 hours had been only 3 hours and 3 to 5 days and turned into 2 days.
Monday morning I received a call from the Apple Store asking me about a few moments to discuss my computer – Oh – not what I expected. I was told that the technician had found that my computer was contaminated with smoke residue and would not be serviced since this was considered to be hazardous. I was further told that if I have the system professionally cleaned (and certified) it could be returned for service. This was apparently in accordance with Apple “policy.” I spent a portion of the day examining all of the written policy but I could find on the Internet. It would appear that this “policy” has been in place for some time but, so far as I can tell, only an oral, not written fashion.
I called the store again to discuss the fact that I have been told that there were no issues other than the battery on inspection of my system and asked how this could be reconciled with the refusal to service it. The only response I received was that “it would be investigated.”
When I picked up a computer, it was accompanied by a written explanation which in part read “after inspection, our technicians discovered contaminants in or on your product. In this case, the contaminant found his nicotine. Due to health and safety concerns Apple will not be able to service the product until the contaminant has been removed.”
This raises several interesting questions.
Nicotine might be regarded as a toxin but to what degree, in what amount and by what route is open to question. I would not expect the technician to service my computer by licking it and further, I would imagine that given current concerns about surface contact the technicians are most likely working in latex or vinyl gloves. Additionally nicotine and dried tar residues are not particularly volatile so inhalation is unlikely.
By contrast, swelling is not a normal end-of-life issue for lithium-ion batteries and does, indeed, represent a real hazard of explosion and or fire, and is apparently the result of defects in material or manufacture. This was tacitly acknowledged by Apple by way of a recall and no charge replacement program for a time and serial number limited range of affected computers.
Apple has chosen to take advantage of the fact that unlike the automobile industry which must respond to all hazards regardless of elapsed time, they can apparently choose what portion of the defective and dangerous products that they sold are to be remedied.
So on one hand we have what I believe to be an overwrought and hysterical response to a vanishing small risk that affects their employees and on the other hand a “it’s your problem fella, we won’t fix it even if you pay us” attitude toward customers.
Words fail me in trying to describe my outrage at the situation. When I tried to do a simple calculation of the probability that I would ever buy another Apple product, I ran out of screen space for the number of negative exponents.
I certainly hope that their snowflake technician as a Star Trek transporter to get to work so that he is not exposed to automotive exhaust and I am certain that he would never touch, let alone eat a charcoal broiled steak!
Apple was contacted, and an appointment made to deliver my ailing system to the “Genius Bar.” This was done at the appointed time and I was told that it did indeed appear that my battery was swollen, my computer would be examined and I would be contacted within 24 hours with the prognosis. I was delighted when less than 3 hours later I received a telephone call telling me that the battery was indeed the only issue, parts were available and my computer would be repaired within 3 to 5 days in exchange for $199.
That was Saturday. On Sunday I received an email asking me to contact the Apple Store about my computer. The store telephone remained unanswered but I did make contact with Apple technical service and the representative was able to access the store records and told me that my computer was ready for pickup on the following day. I was very pleased – 24 hours had been only 3 hours and 3 to 5 days and turned into 2 days.
Monday morning I received a call from the Apple Store asking me about a few moments to discuss my computer – Oh – not what I expected. I was told that the technician had found that my computer was contaminated with smoke residue and would not be serviced since this was considered to be hazardous. I was further told that if I have the system professionally cleaned (and certified) it could be returned for service. This was apparently in accordance with Apple “policy.” I spent a portion of the day examining all of the written policy but I could find on the Internet. It would appear that this “policy” has been in place for some time but, so far as I can tell, only an oral, not written fashion.
I called the store again to discuss the fact that I have been told that there were no issues other than the battery on inspection of my system and asked how this could be reconciled with the refusal to service it. The only response I received was that “it would be investigated.”
When I picked up a computer, it was accompanied by a written explanation which in part read “after inspection, our technicians discovered contaminants in or on your product. In this case, the contaminant found his nicotine. Due to health and safety concerns Apple will not be able to service the product until the contaminant has been removed.”
This raises several interesting questions.
Nicotine might be regarded as a toxin but to what degree, in what amount and by what route is open to question. I would not expect the technician to service my computer by licking it and further, I would imagine that given current concerns about surface contact the technicians are most likely working in latex or vinyl gloves. Additionally nicotine and dried tar residues are not particularly volatile so inhalation is unlikely.
By contrast, swelling is not a normal end-of-life issue for lithium-ion batteries and does, indeed, represent a real hazard of explosion and or fire, and is apparently the result of defects in material or manufacture. This was tacitly acknowledged by Apple by way of a recall and no charge replacement program for a time and serial number limited range of affected computers.
Apple has chosen to take advantage of the fact that unlike the automobile industry which must respond to all hazards regardless of elapsed time, they can apparently choose what portion of the defective and dangerous products that they sold are to be remedied.
So on one hand we have what I believe to be an overwrought and hysterical response to a vanishing small risk that affects their employees and on the other hand a “it’s your problem fella, we won’t fix it even if you pay us” attitude toward customers.
Words fail me in trying to describe my outrage at the situation. When I tried to do a simple calculation of the probability that I would ever buy another Apple product, I ran out of screen space for the number of negative exponents.
I certainly hope that their snowflake technician as a Star Trek transporter to get to work so that he is not exposed to automotive exhaust and I am certain that he would never touch, let alone eat a charcoal broiled steak!
