Apple damaged my PB on the way to getting it fixed

Discussion in 'Mac Basics and Help' started by pamon, Aug 1, 2006.

  1. pamon macrumors 6502

    May 12, 2006
    Argh.... turned in my 15" PB to the apple store near me a week and a half ago, got a call on friday stating that it had structural damage, the logic board damaged, and HD failure. Not covered by warranty and $1250+ tax.

    I know the palm rest had discoloration and escape key was loose, but the only reason I brought the unit in for the HD replacement since the unit worked 2 days prior. The tech @ the genius bar said it just needed the HD replaced..

    Talked to the support dept via the 512 # and they were asking me questions about the unit. told them i admit there were scratches on the back of the unit but no damage. They said it looked like it'd been dropped..

    They're taking pictures and i'll have them tomorrow via email to see....

    It's 9 mos old and I can see a "HUGE" fight and arguement on this one...

    anyone else have this type of in-transit problem w/ Apple damaging a unit... can't see them replacing the parts/body at 1300 for a unit that's been discontinued...

    I'd gladly take a 15" MBP replacement but don't see that happening...

  2. dansgil macrumors regular


    Aug 17, 2005
    Vancouver, BC
    After a similar thing happened to a friend of mine (Apple eventually agreed to replace the unit), I have learned that it is a good idea to take pictures before sending it for repair.

    Anyways, good luck getting Apple to fix it! :)
  3. iGav macrumors G3

    Mar 9, 2002
    Apple replaced my TiBook with an AluBook... they then had to replace the AluBook with a MBP after they damaged the AluBook whilst it was in for repair.

    It does happen. ;)
  4. elfin buddy macrumors 6502a

    elfin buddy

    Sep 16, 2001
    Tuttlingen, Germany
    I noticed a few new marks and nicks on my 12" PowerBook after I sent it in to have the hard drive replaced under AppleCare. It's like someone used a screwdriver to pry it apart instead of using a spudger :mad:

    But maybe I'm just picky...
  5. pamon thread starter macrumors 6502

    May 12, 2006
    agree that it does happen... but only 9 mos old and was hoping for a little better life on it... glad it's still under warranty albeit the 1 yr limited one.

    I'm just hoping I don't have a fight w/ apple on this regarding who broke it and when. I'm sure they'll say it happened on my end and I'll be on the other side saying it was them...

    Let's see how they do tomorrow I guess.... I'll gladly take a replacement if they offer that since I can't see them fixing this one with 1300 in damage in route to them.

    Who knows... maybe damaged in shipment, dropped in back of the store, tech dropped it....

  6. pianoman macrumors 68000


    May 31, 2006
    if you're pretty good about keeping your computer free from damage, i'd say argue the hell outta them. you really can't lose more than what you've already [potentially] lost. apparently, iGav has had his replaced thrice, so we know that it is definitely possible.
  7. Miguel0019 macrumors member

    Jul 22, 2006

    Dude if you didn't damaged the PB, don't give in fight until they replace it that is very bad Customer services.
  8. pamon thread starter macrumors 6502

    May 12, 2006
    agree... i didn't damage it as they had described the dropped unit with severe structural damange. from what i've read, it appears as apple offers pretty good customer service and the lady I spoke with seemed straight forward on it. i'll know more tomorrow i hope. my main issue is not wanting to go into a pissing battle (excuse the expression, if offended) with a customer service dept.

  9. regan2 macrumors member

    Feb 2, 2005
    hyde park, ny
    stick with retail if you can...

    Since this happened at a retail store, your first battle is with them. You need to calmly explain what you think happened and ask them to help you find a suitable resolution. Speak to the technical manager, as he's the one responsible for your computer once they took possesion.

    I think you've got a pretty strong position. The genius took your computer and diagnosed a bum hard drive. He definitely would have noticed if you'd dropped it or banged it on something. If the genius hadn't noticed "structural damage" and bad boards, then how can they honestly say it came in that way?

    Once again, though, you've got to be calm and firm. When my mbp lost it's power unit a few weeks ago, I had to really be firm with the tech manager on what I needed from them. I'm off at school and my life is in this laptop. Together, we eventually reached an ok conclusion. i purchased a new mbp as a loaner and when it came back repaired, i would return the new mbp with no restocking fee.

    If you did nothing wrong, you have no reason not to ask for resolution. Make it clear from the very start that you want your computer fixed or a replacement. I wouldn't start demanding a new macbook pro, because it's really going to turn off the manager. If he thinks they broke it, I'd be willing to bet that you'll come out better than you went in.

    If that doesn't work, well then it's on to corporate. But your first gig is with the apple store. If they don't resolve it, ask for the district/region managers contact information and go from there.

    But I think that if you stay calm and friendly with the right amount of firmness, you'll have no problem seeing a good resolution.
  10. CuteGothTech macrumors member


    Jul 30, 2006
    That pisses me off <probably got sensored, lol. But this makes me mad! When people bring in things to me that they have dropped and their HDD drive has failed, I ask them if they want me to try and fix the damage. With PB's (not Ti) I usually don't have a problem making it look fairly nice. I have special tools I purchased for this. But to have someone tell you its been damaged and they did it and then tell you, you have to pay for it to be fixed??? I would raise utter hell on them!
    Oh yeah, and discontinued laptops doesn't mean you can't get parts replaced, lol.
    But they should replace it, not make you since you didn't damage it!
    Argh, the nerve of some people!
  11. sjpetry macrumors 65816


    Oct 28, 2004
    Tamarindo, Costa Rica
  12. amin macrumors 6502a


    Aug 17, 2003
    Boston, MA
    I had a 12" G4 PB with some white spots on the LCD. They replaced the LCD and sent it back to me with a smashed bottom/side panel. I called them right away and they replaced damn near everything right away. I basically had my 2-yr-old PB restored to new just in time to sell it to buy my current 15" G4 PB. Overall they do seem careless about handling our laptops, but in my experience they made up for it.
  13. Ish macrumors 68020


    Nov 30, 2004
    When I took my 15" PB into the Apple Store to be fixed a few weeks ago they inspected it first and wrote it's condition on the paperwork and gave me a copy. Do you have anything like that?

    Just as an aside, my PB in in perfect condition, which they found a little surprising, as they said, out of all the portables, the 15" PB was the one that seemed to have a hard life.
  14. Vster macrumors 6502

    Jan 19, 2005
    Celina, TX
    When I sent in my iBook G4 for repairs, my mint notebook came back with and unbelievable amount of scratches! It looked like when they were unscrewing the bottom they just spun it around upside-down on their unprotected workbench instead of reaching across to each screw. :mad:

    Anyways, they did end up replacing the screen bezel and bottom case, and eventually the entire unit. :D
  15. pamon thread starter macrumors 6502

    May 12, 2006
    I'm still waiting to hear f/ Apple support and to see the pics. They gave me the condition sheet but on it and on the writeup sheet, stated to just replace the HD. They had me sign the paper to verify that I noted the scratches on it. I did that but it didn't have structural damage and enough damage to cause the logic board to crash on it.

    To answer a question f/ before... yes... i'm gonna fight this one until it's fixed or whatever... I'll take the best solution since "it appears" to be on their hands. I'm not faulting the tech @ the apple store or the tech facility. It just looks like it was dropped or damaged in route.

    My main arguement was the fact that it needed a HD replacement according to me and the tech @ the store. Then it gets damaged and needs a logic board replacement after it's sent in for repairs?

    I'll wait to hear from them today and see.. i'll hold my ground and go f/ there...

    Appreciate all the insight and comments f/ everyone.... thanks...:)

  16. wako macrumors 65816

    Jun 6, 2005
  17. puckhead193 macrumors G3


    May 25, 2004
    normally when you take it in via an apple store they genuis goes looks it over and makes sure its a hardware problem.
  18. pamon thread starter macrumors 6502

    May 12, 2006
    powerbook pics

    Ok... got the 4 pics back from Apple's Customer Relations Administration department. She's wanting me to call her back in the morning as the pictures arrived late wed. putting them on flickr and link below. My apologies if this is against TOS.

    4 pics on there. about 350k each. The side panel where the expresscard slot got thrashed. The backside and panels show banged up. They had "slight" scratches on them upon delivery to the Apple store.

    Should be an interesting call tomorrow...

    Thanks all for the support... will follow up with details.....

  19. interlaced macrumors 6502a


    Nov 16, 2005
    Also, they usually note any cosmetic damage, so double check your printout from the Genius Bar. I think it should say something like "Any cosmetic damage (Y/N): N" or whatever. That could be your proof, too.
  20. pamon thread starter macrumors 6502

    May 12, 2006
    didn't have a chance to call them today but checked by printout f/ the genius bar and it states "N" on the cosmetic damage line...

    i'm giving them a call in the am to review... thanks

  21. wako macrumors 65816

    Jun 6, 2005
  22. pamon thread starter macrumors 6502

    May 12, 2006
    crisis finally solved

    just wanted to update my thread... spent 2-3 days trying to contact Apple and resolving this mess... they were to charge me the full amount due to the unit being out of warranty and damage. I left a message yesterday referring to my future complaint with the CA Attorney General in regards to consumer protection and warranties... A hour and a half later, got a call f/ Apple, stating they'd fix the unit 100% and I'd get it back within 5-7 business days. They said they'd only cover 50% but based on the documentation from the store being confusing vs what they had, they'd cover the full 100%... recommended getting Applecare in the future...

    Kind of a PITA... 9 mos and it goes bad, but they're replacing the casing, HD, PCMCIA slot and logic board...

    Thanks all for your help and notes...
  23. wako macrumors 65816

    Jun 6, 2005
    ah, im glad everything worked out for you. if it hadnt I would have been upset for you that I probably wouldnt buy another mac. Good thing things turned out fine:D

    Man, you practically got a new computer with all the things their replacing!:p
  24. pamon thread starter macrumors 6502

    May 12, 2006
    i hear ya... it'll be arriving back home at the apple store monday morning per DHL... i'm working on a windows notebook and REALLY miss my PB. forgot how simple the Apple lifestyle is compared to windows...

    thanks all and i'll post the repair photos if anyone is interested...

    next thought is do I purchase applecare now... it's got 3 mos left but everything noted has been replaced....hmmmm


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