Apple Horror Story

[ectocooler]

Thank you for your advice everyone! I'm going to look into every posibility that I have. I've pretty much lost faith in applecare. When I bought it, the customer service guy told me "you really should get applecare, you know?, its a notebook so its going to get a lot of wear and tear. WELL! Hmm wouldn't wear and tear be considered abuse? I told apple this and they said "oh well, that rep was wrong". Um...what is applecare for? So i can call you up whenever I want and ask you how to empty the trash?

It gets worse. I called them one time b/c my computer would freeze while booting up everytime. I called 3 times and everytime they tried to get me to buy a norton program that fixed hard drive errors. They wanted to charge me 80 dollars or something around that figure. I asked all three if my applecare cd would help me out at all, and they all said no. Well, I tried it anyways. I booted to os9 off the cd and used the applecare cd and guess what....it fixed the problem.

This is apples problem. They dont give a care about getting good, honest support to the people who shell out thousands to buy their products. Instead, they are always assuming "Well, they paid thousands to get the computer, whats a few more drops in the bucket?"....Hey, $705 dollars is nothing...right?

My father wants to take apple to small claims court, what is everyones thoughts on this? Would they just settle and repair the system? Or would they actually fight it?

 

[ectocooler]

Originally posted by ectocooler
They wanted to charge me 80 dollars or something around that figure.

By the way, the same program goes for roughly 15 dollars online everywhere else.

 

[alexlai5050]

you should cvomplain and say stuff like i have missed my project because of you u better give me a power book
lol

 

[ectocooler]

What sucks is that I still love macs but I know if I ever buy another mac and it breaks, im screwed. I should build my own G4...

 

[MacBandit]

Originally posted by ectocooler
By the way, the same program goes for roughly 15 dollars online everywhere else.

As a OEM product CD to be included with a computer sale. You can pick them up on sale for $15 yes. Though this is not a new in box product and carries no manufacturor guarantee and you can not upgrade from it.

 

[MacBandit]

Originally posted by ectocooler
I'm sorry apple, but you're the only people who puts PLASTIC ethernet jacks on a notebook computer. Every other company puts a metal jack on there because they know what kind of use it will get.

I've never ever seen a metal ethernet jack of any sort. No that I think of it I have never seen a metal communication or power connector in any product ever. Could this be because of the possibility of shorting on the metal connector housing? They may have metal face but I highly doubt the body of the connector is made of metal. If I'm wrong please let me know and show me some pictures.

 

[madoka]

Wow, how different Apple is

The last Apple laptop I had as a Powerbook 180C. I too had the Applecare on it. In the end they replaced the rather expensive color screen ($1000) three times on it with no questions asked. I remember I even accidently dropped it once and the screen got messed up, but I wasn't worried because Applecare always took care of me. Sure enough they overnighted a shipping container to me, promptly replaced the screen, and overnighted it back all at no charge. So every year I'd gladly fork over the dough for more Applecare. Sad to hear that things have changed. I was seriously thinking about a new AI book.

 

[MacBandit]

Re: Wow, how different Apple is

Originally posted by madoka
The last Apple laptop I had as a Powerbook 180C. I too had the Applecare on it. In the end they replaced the rather expensive color screen ($1000) three times on it with no questions asked. I remember I even accidently dropped it once and the screen got messed up, but I wasn't worried because Applecare always took care of me. Sure enough they overnighted a shipping container to me, promptly replaced the screen, and overnighted it back all at no charge. So every year I'd gladly fork over the dough for more Applecare. Sad to hear that things have changed. I was seriously thinking about a new AI book.

As this is one isolated case without numerous agreeing accounts I wouldn't take this to heart as a change in AppleCares policy.

Also even if you do see a lot of problem reports with AppleCare just remember for every negative post you see online there is probably 10 people with no problems and therefore no reason to post.

 

[Wardofsky]

Originally posted by Maclicious
I had something similar happen with my old iBook. In this case, the CD tray got stuck, and I couldn't open it no matter. Sent it back to Apple under 1 year warranty.

Then, I'm informed of a 'spill' in the enclosure that voids the warranty. What!? A spill?

As you can imagine, I flipped. There had been no such spill. But, now I was worried that someone at apple had spilled something into the enclosure. Or, they were lying. Either way, very bad. My price to have this phantom spill fixed? About 700--800 dollars.

Worse, if I don't get it fixed, they'll be charging me at bare minimum a $240 dollars diagnostic fee.

So, I called apple several times. Every number. Worked my way up several chains of managers. Each time, I was unfailingly nice, explained my problem. Each time, I noted I wasn't angry at the person I was speaking to, just frustrated at the situation.

In the end, it seemed like I would only get my iBook back if I paid the 240 dollars (actually $340, 'cause I had gone through a 3rd party reseller that would tack on another $100 if the book was found not to be under warranty).

Then, miraculously the day arrived. I got the call from the reseller who said, "You silver-tongued devil--Apple sent the iBook back fixed, no charge, under warranty!"

So, I don't know if my many calls had some good effect, but I believe so. Moral is, keep plugging away, even if all hope seems lost.

You silver-tongued devil, you...

 

[Wardofsky]

Originally posted by MacBandit
Too bad you didn't wait more then 30 days to contact them. I don't know if it's the same for electronics but for motor vehicles if a repair takes more then 30 days and there is no explanation for why. As in the customer hasn't paid. Then it falls under the lemon law and they would owe you a replacement product or full money back.

Your avatar is quite interesting...
Please reply by posting 12 times soon...

Apple seems bent on warranty, I mean pages of warranty.

"You are under no pressure to pay for any repair, except for the following 134,023 damage types."

 

[Winston Smith]

Re: Re: Wow, how different Apple is

Originally posted by MacBandit
As this is one isolated case without numerous agreeing accounts I wouldn't take this to heart as a change in AppleCares policy.

Also even if you do see a lot of problem reports with AppleCare just remember for every negative post you see online there is probably 10 people with no problems and therefore no reason to post.

So come on all those people with good news stories lets hear tham!

I'm English, I'm cynical and I believe all after sales insurances are a rip off.

But I might buy a new powerbook WITH Applecare if there was evidence to say it was worthit. It doesn't seem to have been for ectocooler.......

 

[iGav]

Originally posted by ectocooler
My father wants to take apple to small claims court, what is everyones thoughts on this? Would they just settle and repair the system? Or would they actually fight it?

Hmmm.... depends.... if they can prove that it wasn't a design or manufacturing fault... you'd loose...

Hope you get it sorted though...

Just out of interest, isn't it covered by insurance?? House and contents?? I personally have insurance for my PowerBook that means that if it's damaged (in anyway, either in the home or outside of place of work) then it get's repaired on the insurance policy... It's a true god send and IMHO a necessity on a portable computer when they are more liable to get damaged!

Applecare is only there if parts fail through normal use... such as HD, screens etc etc.... not as a customer repair if a product is mistreated!

 

[iGav]

Re: Re: Re: Wow, how different Apple is

Originally posted by Winston Smith
So come on all those people with good news stories lets hear tham!

I'm English, I'm cynical and I believe all after sales insurances are a rip off.

But I might buy a new powerbook WITH Applecare if there was evidence to say it was worthit. It doesn't seem to have been for ectocooler.......

It comes with a 12 month Applecare Warranty as standard... after that 12 month period if it screws up you have to pay the repair costs... Whether it be because a part has failed or if you've dropped it.... Makes perfect sense to me!

Just out of interest do you know how much Apple charges for a replacement screen for a PowerBook??

Applecare is worth it, without a doubt if you intend to keep a machine for more than 12 months....

Also why the f**k would/should I or anybody else who pays for Applecare want to have boosted premiums to cover clumsy idiots that can't look after their machines properly (I'm not suggested ectocooler hasn't looked after his machine, but there is alot of people that treat stuff like sh*t!!) and expect to get any damage caused by been a total dil on Applecare which is an extended Warranty.... not a 'We'll Fix Your Machine Even If You Sit On It And Slide Down The Stairs You Clumsy Fool Policy'....

 

[ectocooler]

It would be one thing if I was throwing my iBook around the room, but thats entirely not the case. I baby the hell out of my iBook. Its my first mac. I know why my iBook broke. The port isn't designed to be plugged and unplugged as much as I was using it for. Perhaps apple is planning on students using the computer on a wifi campus? Maybe? Well, mine isnt. So that means you sit down, you plug into the jack thats nearest to you. Then you unplug, walk somewhere, and repeat. Where does apple determine overuse?

EVERYONE READ THIS (Proof of apples horrid design for the ethernet jack): Have any of you noticed the little plastic prongs on the ethernet jack? A friend of mine got his cord ripped out of his ethernet jack. Clearly his fault. However, Apple, as he was told by a rep, designed the ethernet jack so that if the cord gets tugged hard, those plastic prongs break off and the cord comes out, to prevent it from falling, and breaking. Well when those prongs break off, theres no way to keep the ethernet jack in the machine any longer. Do you know what that means? THE ENTIRE LOGIC BOARD GETS REPLACED. THATS RIGHT!! Thats apple's safety feature! The rep told the guy "oh its better to do 700 dollars of damage than to do 1000". Apple purposely designed the ibook to break easilly and require a 700 repair. Maybe if they were the slightest bit intelligent and slightly less greedy, they would have made the ethernet port a repairable part, so the repair would be under 100 dollars instead of 700.

As for the port being plastic...my roommates computer is a dell, and what I'm refering to is that he has a metal casing around the port. Yes, the inside is plastic, but the metal casing strengthens the actual fixture. Dont think im defending dell or anything, but this is a design plus over my plasticy ibook.

 

[ectocooler]

Re: Re: Re: Re: Wow, how different Apple is

Originally posted by iGAV
Applecare is worth it, without a doubt if you intend to keep a machine for more than 12 months....

The only way applecare is worth it is if you plan on calling tech support. As I was told by apple and it clearly says in the applecare policies, applecare doesnt cover anything that goes wrong unless they cant prove you had a part in it.

Apples support is so awful, I can't believe it. With apple, the customer is always wrong. Thats so true.

 

[VIREBEL661]

Originally posted by ectocooler
Wow you really got lucky! I've called apple many times now in regards to this issue. They always forward me to a senior tech and the senior tech shuts down any willingness to repair. They absolutely will not budge on this, they've told me so and they've told me to stop trying. I was told to try 1800WEFIXMACS by small dog electronics because apparently they do component level repairs, but either way, it wont be covered under warranty.

They dropped the ball - make sure you call and complain frequently! ALSO (important), mention you recently switched from Dell, and you had no trouble with repairs from them, and are very disappointed with Apple's customer service... I had a similar problem with a Multi Scan 15" monitor years ago... They actually paid for the shipping and everything to have it fixed! Very impressed with their customer service at that time (the monitor was like 3 or 4 years old - way out of warranty)...

 

[VIREBEL661]

ALSO - if you recently purchased this item from CompUSA, you may have better luck with complaining to them about it - talk to management, district or regional... Just say it was defective - don't mention the amount of use - just say it came loose for no reason... A girlfriend of mine bought an iMac a couple of years ago, after a couple of months the CD-R stopped working, she traded it for a new iBook!!! I think it was purchased from the Good Guys or something! You COULD threaten a lawsuit of some sort to Apple or CompUSA - they'll replace it, guaranteed!!! I used to work in retail executive management - that's how it works!

 

[iGav]

Re: Re: Re: Re: Re: Wow, how different Apple is

Originally posted by ectocooler
The only way applecare is worth it is if you plan on calling tech support. As I was told by apple and it clearly says in the applecare policies, applecare doesnt cover anything that goes wrong unless they cant prove you had a part in it.

Apples support is so awful, I can't believe it. With apple, the customer is always wrong. Thats so true.

Now I've had bad service from Applecare and I've had totally absolutely blinding service as well...

Now Applecare is worth it.... For example.... 2 year old PowerBook... Screen develops major fault (dead pixels and lot's of them, it happens on older LCD's) then Apple will replace that screen.... under the Extended Warranty!!

Another example. Try to turn your machine on and it doesn't start up because the hardrive is dead.... they will replace it under the Extended Warranty!!

Both of the above repairs cost more (alot more) than the actual initial cost of the extended AppleCare warranty.... plain and simple...

Now true it could be argued that you could always buy your own HD and fit it yourself and save on the Extended Warranty in the first place... but it'll still cost you to purchase that HD, and then say you suffer the screen failure and then say your graphics card dies a year later.... Applecare WILL cover that.... plain and simple! If you don't have Applecare tough sh*t!! If you happen to smash the screen or sit the laptop on a giant magnet, then of course they aren't going to replace the above products because it wasn't a manufacturing fault or failure!

If you didn't abuse your iBook, then you have nothing to worry about... sue em....

 

[iGav]

Originally posted by VIREBEL661
You COULD threaten a lawsuit of some sort to Apple or CompUSA - they'll replace it, guaranteed!!! I used to work in retail executive management - that's how it works!

Yeah.... 'guaranteed' !!

Very risky.... errrr.... especially if Apple (etc) can prove that it isn't a design or maufacturing fault and the damage is the result of abuse... (again not that ectocooler's iBook is)...

Then watch as they stamp you into the ground....

 

[mkubal]

I would suggest that you get in contact with a local Apple repair shop (not Apple) and see if they have a second opinion on repairing the jack. Surely there is some way to rig that thing without having to replace the entire logic board. That seems stupid.

If that gets you nowhere then I would suggest you keep calling Apple until they give in. And if that doesn't work you should take them to small claims court.

Matt

 

[ectocooler]

Thinking about it more now, small claims court sounds like a bad idea just because of all the legal fees. They would be more than the repair cost. Apple has already determined after looking at my ibook that it is "abuse", and since they created the definition of abuse, theres no way for me to fight that.

"Thats not abuse!"

'YES IT IS WE'RE APPLE. ABUSE = USE, DONT LIKE IT? DON'T BUY IT"

There is an apple authorized repair place down the street from my school. If apple ever decides to give me back my ibook, I will try to take it to them an explain the story. Maybe I'll get better luck from them. I've already tried complaining to CompUSA. Apparently they're on my side since they agreed the repair should be done free of charge, but Steve Jobs steped in and said no, so theres nothing they can do.

Its bad enough that they arnt repairing my laptop, but whats far worse is that I STILL DONT HAVE IT BACK, BROKEN OR FIXED. They've held on to it now for just under a month. They didnt notify me at all to tell me they wernt covering it, the just put it on the shelf. Bad form apple. You never cease to amaze me with your horrid support.

 

[MacFan25]

Well, etocooler, good luck with the ibook. it sounds like you are going to need it.

like someone said before me, i would look to see if insurance would cover it.

 

[DeadlyBreakfast]

Oh man....Im sorry you are having so many problems. I had a problem with my hard drive a few months back. I didn't take it back to Comp USA where I bought it, I called Apple and dealt with them directly. If I rememebr corretly it took about 5 days to get it back. It was a failed hard drive and not only did I get it back quickly but I got a 40 gig installed instaed of my 20. That made me smile big time. I have nothing but good things to say about Apple's tech support / customer service dept. I think if you had gone to Apple directly you might have had better luck (I know, woulda shoulda coulda..sorry man). Not that I dont trust CompUSA Apple staff, as a matter of fact I have the utmost trust for my Apple guy (Mt Laural NJ) Jamie . He has always been really honest and helpful no matter how much I bug him ....

 

[3-22]

Complaints...

Have you done anything in writing??

I think a lot of time they will say anything just to get you off the line, you need action from the managers...

I don't know if this will work at apple but I have had good luck...

- Call and get names Directors, the Customer Support Manager, Repairs Manager, customer complaint PO boxes, etc.

- Call the corporate number and get mailing addresses for Officer's, VP's, etc. use Yahoo Financials to get the details on everyone... Send it to Gore and Jobs if you can...

- Also don't forget to drop a few letters to CompUSA executives too.

Write a letter (and mail it everywhere) explain to them you purchased the Applecare in good faith, and expected with normal wear anything breaking would be repaired. Tell them you will also be writing the BBB and other consumer fraud organizations.

This still might not work but if you make enough stink they may eventually cave in. It's worth the time and postage to try in most cases. Taking the time to write letters and mailing them all over will get much more attention then phone calls everytime.

 

[cubist]

Originally posted by ectocooler
... However, Apple, as he was told by a rep, designed the ethernet jack so that if the cord gets tugged hard, those plastic prongs break off and the cord comes out, to prevent it from falling, and breaking. ...

OK, everyone: Get a short ethernet patch cord and a female-female coupler (straight thru, no twist). Do the plugging and unplugging into the coupler; leave the short cord and coupler connected to the computer.

If you were in Northern Va., I'd be happy to take a crack at fixing it for free. It can't be that hard to replace a PC-mount RJ45 jack.

Frankly, I think Applecare is a waste of money. If Apple wasn't making money on it, they'd either raise the price or stop offering it; so it's like a lottery ticket - bad for most people, good for a few.