Apple screwed up my repair!

Discussion in 'MacBook Pro' started by mosx, Aug 23, 2007.

  1. mosx macrumors 65816

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    Mar 3, 2007
    #1
    I had sent my MacBook in for repair as I noted in this thread: http://forums.macrumors.com/showthread.php?t=344956

    I just got it back a few minutes ago. The outer casing is ALL scratched up! The top and bottom and it looks like theres a little hairline crack on the USB port!

    About 3/4 of the mouse button doesn't work now. I have to press down very hard on the bottom right corner.

    On top of that they didn't even replace the DVD drive! That was causing me the most trouble!

    I'm waiting on hold for a "Specialist" right now with AppleCare.

    I ordered 2 iPhones that are supposed to be here tomorrow. If they do not offer me a replacement on this unit, then I will be refusing the delivery tomorrow and getting a full refund on those!

    I'm glad I took pictures of the system before I sent it in!
     
  2. The Stig macrumors 6502a

    The Stig

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    #2
    Holy Moly. I hope it gets sorted out. That just isn't right.

    The Stig
     
  3. squeeks macrumors 68040

    squeeks

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    #3
    i always have a hard time trying to decide if these type of threads are truthful or not...

    could you post some before and after pics?
     
  4. mosx thread starter macrumors 65816

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    #4

    I don't have any "after" pics yet. I'm still waiting on hold.

    And yes, I am telling the truth.

    When the motherboard in my HP system died just a few days before the one year warranty was up, I took it to Fry's (long story about them handling the warranty). The person there looked at my unit and asked if I had ever even used it because it was in such good shape.
     
  5. Cybergypsy macrumors 68040

    Cybergypsy

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    Central Florida!
  6. sblasl macrumors 6502a

    sblasl

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    #6
    Threatening to refuse your iPhone is not related to your problem with your MacBook. Stay focused on the issue at hand. If you act & behave in a professional manner, you will accomplish what you set out to do & resolve your problem. Going off half-cocked ranting like a maniac doesn't get anything resolved.

    BTW, the Fry's/HP thing is not relevant to your current problem, Apple doesn't care about that.

    Good luck
     
  7. ErikCLDR macrumors 68000

    Joined:
    Jan 14, 2007
    #7
    They did that to my PowerBook- the back of the LCD was all scratched up. I called them up and they said ok and sent me a box to have it fixed.

    Then they called me and said that it would cost $700 to repair. I told them that they were supposed to fix it because they scratched it. Then they had to have someone else call me back.

    It was a pain in the @$$
     
  8. mosx thread starter macrumors 65816

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    Mar 3, 2007
    #8
    I'll try a bit later. I'm just not in the mood right now at all.

    It is related. Look at it this way. The MacBook cost $1,408 after taxes. It had hardware issues after just a few weeks of owning it that got worse over time. I sent it into Apple and they made the problems even worse. Why should Apple receive almost $1,100 more from me after something like that?

    Its one thing when a product fails. Its another entirely when the manufacturer sends it back with even more problems in even worse condition. Again, Apple receiving more money from me depends entirely on the outcome of this situation.

    My rant was here and at the Apple support forum. Not to the people I was speaking to on the phone.

    Nobody said it was. I used it as an example of how good I treat my computers. I treat my systems good enough to where I had an eMachines system last for 5 years without any hardware failures, not even a hard drive failure.

    Nice. Everything worked out though, right? If they try that with me, they're messing with the wrong person. I know all of California's consumer protection laws all too well. I had to learn them when the motherboard in my HP system died. It showed signs of failure just a couple of months after I got it. But HP said it was fine when I sent it in. It finally died literally 10 days before the warranty was up. HP refused to replace it until I started reciting specific laws and codes to the head of customer relations and my "corporate case manager". I had a new system in a couple of days after that ;)

    I really don't know how this will all turn out. I just got off the phone. The person I was speaking to said that there would be two people watching it this time and that the entire case and DVD drive would definitely be replaced.

    This experience with Apple has just become as bad as the experience with HP. My experience with HP was the whole reason I bought a Mac, to get away from that. Whats ironic about all of this is that I am typing this out now on the "replacement" from HP that has not given me a single issue, even Vista has been rock solid. To top it off, lately I haven't been happy with the fact that I spent $1408 on a notebook without a dedicated GPU.

    Right now... when it comes back fully repaired, I am definitely considering just finding a buyer for it.
     
  9. mick4394 macrumors 6502a

    mick4394

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    #9
    Sounds about right to me. Every time I've sent my machine in to Apple for service, it has come back beat up. Apple techs don't seem to have a heck of a lot of respect for other people's property.

    Call them. They'll take care of it.
     
  10. squeeks macrumors 68040

    squeeks

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    #10
    they stripped all of the screws on my imac g5 then said i did it:rolleyes:

    that wasent a big deal though i didnt pursue anything
     
  11. noodle654 macrumors 68020

    noodle654

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    #11
    WOW YOU TOOO??? I got a brand new MacBook out of this issue. I sent my iBook G4 in 3 times in 2 1/2 weeks because it came back nasty/dirty and had black all over it. They didnt fix anything that I said was wrong. I finally said thats and the guy said that it was time for a replacement. Did you send it to the Memphis Repair Center?? Because the Apple Specialist told me that the company that fixes portables in Memphis (Flextronics Inc.) is under investigation because they have been having issues with them.
     
  12. mosx thread starter macrumors 65816

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    #12
    Yup! That is who it went to! I'll definitely be emailing the "specialist" who is handling my situation about this now.

    A little update here:

    Different lighting reveals different scratches on the unit. Under incandescent lighting, many circular patterns can be seen. Its like the person who worked on my system simply turned it over on the lid and just let it move around and scratched it up to his hearts content.

    Under florescent lighting, deeper scratches can be seen. Almost as if the system was set on a messy table top and moved around. These scratches are all over the top and bottom.

    The DVD drive still fails to burn a reliable disc at over 2x.

    The mouse button...

    Imagine the mouse button divided into thirds. The left third is dead. Doesn't work at all. It feels like nothing is under it. The middle third works. However, it has a lot of resistance and it makes a very different clicking sound compared to the sound it made before. Now take the right third and divide it in half horizontally. The bottom half works with a lot of pressure (probably because it is pressing down on the edge of the middle third) but the top half is completely dead like the left third.

    After dinner here in a minute, I'll be writing an email to my specialist (maybe leaving a voice mail if possible). I'll shoot off an email to "sjobs@apple.com" as well. I think thats the email I've seen people post here that has gotten them results. Just for fun, I might head over to the BBB and file a complaint too.

    I'll try to get pictures later that reveal all of the scratches. The MacBook looks like it might fit on my scanner bed, so maybe I'll even try that :cool:
     
  13. sblasl macrumors 6502a

    sblasl

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    #13
    BBB is for the purpose of filing a complaint after all avenues available have failed to bring an acceptable resolution to your issue. You have hardly even begun the processes to bring resolution. Try to avoid going off half-cocked, be patient, you will ultimately obtain the solution to your problem and feel good about how you obtained it.

    The sjobs@mac.com is probably the least likely way to bring attention to your issue. Think for a moment about how many emails hit that address in a 24 hour period. You might get a quicker reply from the man on the moon.


     
  14. crzdmniac macrumors regular

    Joined:
    Aug 23, 2007
    #14
    Wow deja vu!

    Wow, sound familiar, I sent my macbook into apple (flextronics in TN actually) and had the same result, scratches all over, and dirt ground under the apple logo. Not to mention they only fixed half of what they were supposed to. After I sent it in a second time I got it back with BIG wireless issues and a trackpad button just as what was described. Apple did take care of me in the end, and sent a brand new macbook. Then I had a VERY bizarre issue with the screen, I'm not going to get into any details, but I now have a MBP on the way, which should be here tomorrow.
     
  15. mosx thread starter macrumors 65816

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    #15
    I'm about to shoot off a couple of emails to Apple here in a minute. One to my "specialist". I already left him a voice mail.

    I just wanted to say that I posted about this on the Apple support forum they removed my post!
     
  16. noodle654 macrumors 68020

    noodle654

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    #16
    Wow I had the exact same problems. This is strange. They are really bad, I mean 3 in a row and nothing is a sign that they have no f*cking clue whats going on. But, Apple is taking this really seriously because the guy I talked to said he knows of the problem and they are working on it. But I was on the phone for a solid 1 hour before I was like I am done. I said that I have a home based business and everyday I dont have a computer I loose money. I said that I spent over $1500 on my computer and I payed for AppleCare and I am seeing my resell price go down the drain. They understood and spoke to some people before I heard the word replacement which was great. I am about to start the thread "If you have sent your portable to Memphis"
     
  17. noodle654 macrumors 68020

    noodle654

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    #17
    Yeah for my next repair I am saying that I want it sent somewhere else beacuse I like my computer clean and neat, not black and nasty.:eek:
     
  18. mrweirdo macrumors 6502

    Joined:
    Nov 21, 2005
    #18
    Same thing happened to me as well a few months back with my black macbook after taking it into an apple store for repair(supposedly in store) it came back with deep scratches in the bottom and small circular like scuffs all over both sides of the caseing. I didnt make a big deal about it an they immediately offered to replace the bottom with the worst scratches on it. The top has a few but i didn't think it was worth it to make an issue out of and argue over it as you can only see it in direct sunlight at an angle.

    It seems like these new laptops get scratched really easily which leads me to believe that apple should look into using more scratch resistant materials in the future. I'd hate to see what mine would look like if it actually left the desk on a regular basis :eek: In the meantime they need do something to limit the amount of scratching received during servicing regardless of where its at.
     
  19. crzdmniac macrumors regular

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    Aug 23, 2007
    #19
    I think apple knows that there is an issue with the Memphis facility, because after two botched repairs I asked about the possiblity of the new one and they did it right away. Then when my second MB had problems (not even a month with it!) they never even talked about repair, it was for replacement. I would have to say I'd probably fight pretty hard to stop my MB from going to the flextronics location at this point. The sad thing is, I'm in IT and I repair computers and laptops all of the time. I've fixed pretty much all of the previous generation powerbook and ibook models and always return them in better shape than I receive them. I give them a good cleaning before I return them to their owner, and I have a hard time understanding why they have an utter disrespect towards other peoples belongings. Just an FYI, I never raised my voice or got angry towards an applecare employee, I don't think that will get you anywhere. Best of luck!
     
  20. scaredpoet macrumors 604

    scaredpoet

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    #20

    You know, I really think the above comment needs to be addressed. Exactly what motivation would someone have for faking a story about this on this forum? If someone wants to make a false claim, they do it with Apple, not here where there's no one who can direclty address their claim.

    The user clearly has discussed his problem before, sent it in for repair, and I trust it came back the worse for wear, unfortunately. I've had this happen myself, only it was with a Lenovo laptop (and yes, it was Flextronics in Memphis that my warranty repair was handled out of). I treated is pristinely, but the sound card failed, I sent it in, and it came back from Memphis. Very quick turnaround, only the bottom was scratched up and there were deep gouges where someone apparently must've tried to use a drill to unscrew the case and was VERY bad at aiming the thing. All of the screws were stripped as well. I don't know how anyone will get the case open again if it ever needs to be repaired again, the screws were so badly damaged.

    So I totally trust that the OP's story happened. Clearly this service center has problems, and not just with Apple laptops.
     
  21. filmgirl macrumors regular

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    May 16, 2007
    #21
    When I was a PC Tech at a big retail chain, if we ever had to send something off to the manufacturer instead of our service center (and our service center actually did a good job keeping stuff looking good, you couldn't trust them with a power cord - but they kept stuff intact) and it ended up at Flextronics, it came back looking like *****. There is seriously something wrong with that company/chain and their repair policies. I think they are all about speed and not about doing it right and keeping it looking nice.

    That's interesting that Apple outsources to them - I would have thought they had their own service center.
     
  22. crzdmniac macrumors regular

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    Aug 23, 2007
    #22
    Filmgirl has an excellent point, actually I know my wife's HP laptop was shipped to "Memphis" for repair not all that long ago, I'm 99% sure it was flextronics, it also came back with damage to the expresscard eject button. I KNOW for a fact that it worked fine before it was sent in, it also came back very very dirty. I wish we could get a comment from a former employee from flextronics.
     
  23. mosx thread starter macrumors 65816

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    Mar 3, 2007
    #23
    I have to say I'm surprised by all the people who have had problems with Flextronics! Not just with Apple either, but with other manufacturers! It makes you wonder how this company stays in business. People who receive systems back from them can't be happy with the damage.

    I also want to say thanks to the people who believe me and everything else. I'm definitely not making this up. Scaredpoet said it best. What motivation would I have for making this up? I might have been very upset in my initial rant and a couple of follow up posts and said some outlandish things, but I am definitely not making this up.

    I haven't posted pictures yet because... Well, they're all on my memory card still. I can't use the Mac to take the pictures off the camera because of the scratches and what looks like a hairline crack by one of the USB ports. I obviously don't trust Windows Vista on my other system to import my pictures for a number of reasons. I'll see what I can do this weekend to get some pictures up. The iPhone seems to have a pretty good camera. Once I get that activated, I'll see what I can do with that.

    After reading what people have said here about how their situations were resolved, I have faith in Apple. I definitely will continue purchasing Apple computers. However, after seeing the condition my refurbished iPhone came in and how steep the discounts are on refurbished Macs... this will probably be the only Mac I ever buy new ;) My refurbished iPhone looks just as good as a new one and all of the accessories packed in were new.

    My specialist called me today and he didn't sound too happy. My email to sjobs@apple.com went through and he told me that I should be receiving a call from a new person taking over the case "within 24 hours" which means Monday now, of course. I feel bad for the guy. Its not like he wasn't doing his job. He handled everything better than HP's case managers ever did (and he spoke English as a first language, unlike HP's "case managers"). I just wanted to do everything I could to make sure my system does not go back to Flextronics. We'll see how things work out.
     
  24. alansmallen macrumors 6502a

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    Jun 25, 2007
    #24
    The exact opposite happened to me!

    I sent mine in for some cleaning and recieved a new keyboard, mouse track, and a newer, faster, bigger hard drive for the 20 dollar fee. Not bad eh?
     
  25. mosx thread starter macrumors 65816

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    Mar 3, 2007
    #25
    Well I'm here waiting for FedEx again. I was "assured" by the person at "executive relations" that she spoke with the repair depot and personally handled everything herself. So, unless FedEx goes to the wrong house like last time, I should have it back within the hour.
     

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