Apple sent computer back with wrong hard drive!

[SlyMac01]

CompUSA are a bunch of theives. I had the buy a PC laptop for school (no Macs allowed of course), an IBM Thinkpad, and naturally 2 months out of warrenty the Thinkpad stops working completely. I call the CompUSA which is 2 blocks from my house and ask if they are certified to fix Thinkpads. I am told that yes they are, and i should bring the recovery disks with the computer if I wish to get it repaired. Of course IBM doesn't include the recovery disks with the Thinkpad, they cost $50 and have to be shipped from IBM customer service. I recive the cd's in the mail, and bring them and the Thinkpad to CompUSA. I pay $60 for data backup, and $140 for the diagnosis fee. Two days later the Tech Services dept. calls to tell me that the harddrive is bad and needs to be replaced. I pay $100 for a new 80G harddrive, and am told it will be a few days. Three days later they call. Apparently the HD is not the problem, now they say the recovery disks I from IBM are scratched. I explain that they are brand new, straight from IBM and that one of their people opened the sealed package. They will look again I am told. Three days later a tech calls and tells me its the connection from the HD to the motherboard and they will attempt to fix it. Having not heard from CompUSA for another three days I call them. I am told by someone at Tech Services that my laptops motherboard is needs to be replaced and it is being sent to Texas, from where I am in Chicago. Texas!?! I tell this person, that no, it will not be sent to Texas and I am on the way to pick it up. When I get to the store I request a refund for the diagnosis fee. I am told that there are no refunds of the diagnosis fee, and that they did diagnose the problem. I remind him that they also diagnosed the problem incorrectly twice, and that sending it to Texas because now they say its the motherboard is not a diagnosis. I ask to speak to the Tech Services manager. I am told that "He is on the phone, but he says that the answer is stil no." I honestly could not believe he just said that to me. I am a manager at a movie theater and if I would have said anything like that to a customer, my GM would have fired me on the spot. After waiting 45 minutes (i'm stubborn) this pompus *** of a manager comes out and again refuses to refund my money. I get his name and leave. I call the CompUSA customer service number, and after explaining the situation, I end up with a woman screaming at me that they did diagnose it. Yes, she was really screaming.

The next day I call IBM, and get the address of a store that has been licenced to repair IBM for the past 20 years. I pay the $25 diagnosis fee, and the next day I recieve a call asking if I could come in to the store. The technician I speak to tells me that the he has never seen the kind of damage that he has seen in my laptop in the 15 years hes been repairing IBMs. According to him the motherboard is fried, and the reason is that the the connector from the harddrive has been severly damaged by improperly taking the harddrive in and out multiple times. I tell him about CompUSA, and the problems I had. The technician tells me that CompUSA used to refer customers with IBM computers to him, because they are not even authorized by to buy parts from IBM!!
Sorry for the long story, but I have never been treated so poorly by a retail store in my entire life. Its unreal. Never, ever bring anything to CompUSA, if anything does happend to your stuff, you will not get any help from their corporate office. I have filed a complaint with the Better Buisness Bureau, and suggest everyone with a similar complaint do the same. A week later I bought a MacBook and have never had a problem with it. Again, sorry for the huge story.

Mac user forever.

 

[emac82]

What was the original problem with your machine, please?

1. Does the System Profiler serial match the Chassis serial (under the battery)? That is to say: Do you have the same Logic board?
Have the other person check the same info.

2. With your orig serial, ask Apple to pull up the History and see what actually was done to the machine. Have other person's serial and do the same. Since these are macbooks and both your hard drives appear to have been good, you probably had logic board and/or heat sink replacements.

Where were the identifying scratches? Perhaps you got her lcd or top case (keyboard)?

Apple does *everything* by the serial. It's *the* main index on your computer, warranty and you.

When you send your machine back to Apple they expect you to have backed up your data. They're there to fix the *hardware* problem. If, in the course of diag and repair, you need a new drive, they slap a new one and old OEM drives get recycled.

Having done Mac warranty repair, sometimes it gets very busy. Having had 8 or 10 macs on the bench at the same time, I can tell you that it can be get very confusing, very quickly. I eventually started writing the customers initials on the HD's with a sharpie.

People always seem a bit concerned that I will see their data or rummage through their machines. Anyone working in hardware simply does care what you have on your machine. Does it boot correctly? Next.

Make sure your serials jive with Apple.
Pull out the battery. Remove 3 screws from the L bracket and pull the drives straight out. Fedex the drives to each other. Back up your ****.

I'd ask Apple Apple for an extended 3 yr. warranty for your problems.
Tell a CSR that, in this case you want the cosmetic damages repaired.
Send it off with the box they'll send you. They'll turn it around within a week.

I was thinking the same thing. I bet you any money that the only thing that is truly yours in the bottom chassis. It makes more sense that way.

 

[APPLENEWBIE]

I was thinking the same thing. I bet you any money that the only thing that is truly yours in the bottom chassis. It makes more sense that way.

No. They system profiler and the chassis label under the battery match.

I did also just notice something else, though. The mac I received has 512 mb ram, whereas the one I sent had 1 gb ram.

 

[Sun Baked]

Progress....


I was just contacted by a nice lady from Apple who was very apologetic about all this, and will work with us to get this sorted out. She was very surprised about my conversation earlier today with the service person who said nothing could be done.

Apple has apparently also been in touch with the other party.


So... Time will tell.

You and the lady can both stop cooperating anytime and demand new computers.

And it is easy for both of you copy the data and send it to each other.

This is something along the lines of a lost computer, since enough of your computer has vanished.

It isn't your computer anymore, and most people would want a new one when they get somebody else's machine in the mail -- especially if it is a lesser priced model after the exchange.

 

[aarchitect]

call me skeptical

Something about this story just isn't right. I've had my Powerbook repaired more than once by Apple so I am familiar with the routine.
1) I don't know anyone that doesn't have a login password on his or her laptop, let alone two people. If it's someone else's laptop, you aren't going to be accessing any data on the hard drive. This is why Apple always asks for the admin password for any system repair.
2) As others have stated, repair facilities don't just have used hard drives lying around. If one is taken out it is either marked or discarded.
3) Everything about a machine is based upon the serial number. The configuration is logged for each machine as it is received by the depot. That includes the tech that works on a particular machine.
4) CompUSA as an authorized repair center? For a warranty repair Apple normally either sends a box or says to take it to an Apple store.
5) For an AppleNewbie, this guy sure seems to have a lot of Macs.

 

[panoz7]

1) I don't know anyone that doesn't have a login password on his or her laptop, let alone two people. If it's someone else's laptop, you aren't going to be accessing any data on the hard drive. This is why Apple always asks for the admin password for any system repair.

It might be stupid, but I have my powerbook set so that it doesn't ask for the password on login. I'd imagine his is the same way... in fact, I think that's the default set up for a clean OS X install.

3) Everything about a machine is based upon the serial number. The configuration is logged for each machine as it is received by the depot. That includes the tech that works on a particular machine.

I don't think hard-drive is connected to the serial number. A previous poster mentioned that he uses stickers in his repair facility on parts that aren't printed with the serial number. Evidently something went wrong at apple though.

5) For an AppleNewbie, this guy sure seems to have a lot of Macs.

His username may be AppleNewbie, but he's a regular with quite a few posts on this board... unlike your self. This seems to be a legitimate story to me... why would he make something like this up?

 

[corywoolf]

2) As others have stated, repair facilities don't just have used hard drives lying around. If one is taken out it is either marked or discarded.

The CompUSA I worked at (NY, NY) did almost all Mac repairs onsite. More then likely CompUSA tried repairing it and sent a bill to Apple for the warranty repair performed. Could be wrong, but it would make more sense. CompUSA has a bunch of monkeys working in the Tech Services Department!

 

[panoz7]

The CompUSA I worked at (NY, NY) did almost all Mac repairs onsite. More then likely CompUSA tried repairing it and sent a bill to Apple for the warranty repair performed. Could be wrong, but it would make more sense. CompUSA has a bunch of monkeys working in the Tech Services Department!

Only thing is that it doesn't sound as if the person who received his harddrive is located near him. He mentioned having to pay for postage in order to mail and exchange the harddrives. I'd imagine that if the repair was done in-house at CompUSA that the person who got his harddrive would be located near that CompUSA and near him.

 

[corywoolf]

[SNIP] CompUSA are a bunch of theives. [/SNIP]

While most don't care to hear long heated posts about bad customer service, I for one do in this case. Since I worked there I find this amusing (not in a mean way) because of the amount of times I saw this kind of thing happen and believe me your story is nothing compared to others I could tell about the Fifth Ave. CompUSA in NY, NY. Which by the way my manager had blatantly told me to sell Applecare to all the foreign tourists, even though they couldn't register it without a U.S. address. "They will be a thousand miles away by the time they find this out!" -Management

 

[ladeer]

Digg Effect

You see all these Applenumors Newbies posting their first comments here? They are the nice people from digg.com!
Let's hope we have gotten their attention!

 

[emac82]

The CompUSA I worked at (NY, NY) did almost all Mac repairs onsite. More then likely CompUSA tried repairing it and sent a bill to Apple for the warranty repair performed. Could be wrong, but it would make more sense. CompUSA has a bunch of monkeys working in the Tech Services Department!

I believe he mentioned earlier that it was sent direct to Apple, from CompUSA. It is not uncommon for an Apple Service center to do that, if the problem is hard to diagnose, or whatnot.

 

[lamina]

I posted this thread to Digg... I didn't think much would happen but WOW.

My first major Digg contribution, AND its been picked up by ZDNet. I'm not sure that it being on Digg got ZDNet's notice, but who knows.

I also can feel Apple being very pissed at me right now.

 

[Flowbee]

I also can feel Apple being very pissed at me right now.

No iPhone for you!

 

[zakatov]

I, for one, welcome our new Digg overlords...

 

[SoundGuyAndy]

Seems CompUSA has lots of problems with their contract service centers, Apple and otherwise. In October 2005 I brought my Sony laptop to them for service, and it came back with all the case screws in the wrong places, causing physical damage to the case and a big loose gap in the front edge. Then, a year later, they again returned my laptop to me with incorrect screws, and with a wad of tape wedged between the keyboard and the cooling fan!

That started a saga, still ongoing, with more missing screws, a heat-related video problem, a damaged hinge cover, missing protective covers for the LCD's screws, and four months of broken promises, abysmal customer disservice, and lack of returned calls on all levels from the local store's tech services manager, operations manager, and GM up to the corporate manager of customer service and chief of escalation.

I've posted my story on my blog at http://www.onefromtheroad.com/index.php?cat=11 (posts are in reverse order, since it's a blog!)

Let's spread these stories more, and hold CompUSA responsible for mistreating their customers like this!

Best,
Andy

 

[donkeypie999999]

While most don't care to hear long heated posts about bad customer service, I for one do in this case. Since I worked there I find this amusing (not in a mean way) because of the amount of times I saw this kind of thing happen and believe me your story is nothing compared to others I could tell about the Fifth Ave. CompUSA in NY, NY. Which by the way my manager had blatantly told me to sell Applecare to all the foreign tourists, even though they couldn't register it without a U.S. address. "They will be a thousand miles away by the time they find this out!" -Management

Compusa pushes there salesman to sell services over hardware yes that is true . It's commen sence services produce margine hardware does not therefore services = money . However the services do give the customer ease of use and protection so both parties win . It sounds like your manager was just a **** and a crook wich i also have run into a few times at compusa. However the location i work in curently is housed by a great management staff and a great tech shop with compatent techs (well most of them) and a great apple tech who handles severl macs a day all buy himself . Apple handles most of the replacements such as this though . Compusa would have simpley sent out the unit and had apple fix it. All compusa's responsibilitey would be to keep track of the paperwork and not loose the laptop . The customers issue should be taken to apple to get it resolved . Apple should pay to have this fixed and acomidate both parties in a well earned fashon for there troubles . *free upgrade or even better yet free iphone * Compusa isnt as bad as some of you are making it sound . Is there a lot of things i would say about it if i didnt still work there needed my job still and most of my coworkers read this well yes, but it beets most of the competitors out there . i cant tell you how many times the geek squad has come to us to fix there screw ups .

 

[Gangis]

Owww sounds like compusa suck! What if the person with your hard drive can autofill your online banking or what not!

As much as people would like to point a finger at the first person they see, it's not CompUSA that is at fault. Let me explain: Due to the complexity of laptops in general (and Apple's even more so) we (yes, I'm a technician) have to faciliate, that is, have it sent to a repair depot. If the system is under warranty, we send it over to the manufacturer. If not, we send it to Blue Raven/Preowned Electronics. In your case, your laptop was sent to Apple under the MXP code "WA-22" (warranty parts/facilitation entitlement) so all we can do is send the laptop back to Apple. We're merely the middleman when it comes to most laptop issues. For simple stuff (keyboard, optical drive replacements) we do it in-house since they usually take 5-15 minutes.

I'm sorry that you're having the problem... I had a customer who received her MacBook from Apple this week... sans the power cord. It seems that we shipped it over with the laptop, and even proved it with the packing slip but they never sent it back. We ended up lending her one from stock while we sorted it out with Apple.

 

[emac82]

I work for a computer chain, and we sell macs. Fortunately, we service everything we sell in the store, because we are Toshiba, HP/Compaq, Lenovo, Apple authorized. We don't service Sony, as Sony wants it sent directly to them. So when a customer buys something from us it is us who actually services it, so it's a lot less hassle. HP will sometimes want the notebook send back to them for repair, and we have had our headaches with all the manufacturer's.

It sucks that this happened to your laptop, but I wouldn't blame CompUSA (I don't know their reputation, don't have any of those in Canada). Apple isn't perfect like a lot of people make them out to be.

 

[Doctor Q]

I'm sorry that you're having the problem... I had a customer who received her MacBook from Apple this week... sans the power cord. It seems that we shipped it over with the laptop, and even proved it with the packing slip but they never sent it back. We ended up lending her one from stock while we sorted it out with Apple.

I believe that Apple's instructions are not to include power cords, so the mistake may been that it was sent in contrary to instructions. Luckily, they are trivial to replace.

 

[himansk]

I have had only one experience with compusa. i wanted to replace my macbook pro's hard disk with a new one i bought off newegg. went to apple, they said they replace only apple purchased hard drives, recommended to go to compusa or other authorised store. the guy at compusa charged 30$ for the swap, and after a long call to apple said that it would void the warranty on my original apple hard drive, fair enough. within 30 mins of leaving the store, i received a call saying that the price is instead 150$ plus labor charges for 4-5 hours, it would have been cheaper to buy 2 similar hard drives bought from and replaced by apple for the same cost.. so i told them firmly to not open up my laptop, and picked it up quickly. they had not opened it but still managed to scratch the underside near the battery and tore a plastic case i was using as a cover for the power brick (they had forced me to submit the power cord). i went back home, on the way purchased a set of screwdrivers from radioshack for 15$, opened up ifixit.com at home, read thru, spent 45 mins replacing the drive myself. so instead of spending 300+ on a hard drive replacement that cost me half that amount, i spent 15$ and a considerably lot less time doing it myself. maybe i should open a repair shop myself, i would do a better job than the "tech" guys at compusa and for a lot let price.

 

[Gillette]

This is exactly the same thing that happened to a friend of mine with CompUSA several months ago. Laptop went in, came back with someone else's hard drive.

Long story short, there was information on the drive he was given that got CompUSA into big trouble (health records, some interesting pictures) and he ended up getting about a $7,000 settlement out of it.

This is an ongoing problem with CompUSA. Go complain directly to the manager of the store and threaten legal action if necessary, this kind of complete incompetence should not be tolerated.

 

[Heinekev]

Wow this would infuriate me

I sent my Mac Book Pro in numerous times, and every time I see where they attempted to restore files I deleted prior to shipping the laptop. That really doesn't sit well with me. What kind of backwards business practice is it to get a laptop in for service and try to dig through deleted files?

The tech was lazy or brave -- take your pick -- and left the files in my trash bin. They were all named "Recovered xxxxx.xxx" and included pictures of my family, documents, and highly confidential Cisco configs of clients I take care of.

 

[emac82]

I sent my Mac Book Pro in numerous times, and every time I see where they attempted to restore files I deleted prior to shipping the laptop. That really doesn't sit well with me. What kind of backwards business practice is it to get a laptop in for service and try to dig through deleted files?

The tech was lazy or brave -- take your pick -- and left the files in my trash bin. They were all named "Recovered xxxxx.xxx" and included pictures of my family, documents, and highly confidential Cisco configs of clients I take care of.

I'm pretty sure that those Recovered files in the trash bin is something that Apple OS X does on its own. I always find "Recovered Files" in my trash bin, and I am the only one who uses my computers. Maybe yours isn't for the same reason...

 

[Mydriasis]

A folder called Recovered Files appears in my Trash
One or more Recovered Files folder may appear in your Trash after restarting your computer. The recovered files are temporary files used by Mac OS X applications. Usually temporary files are deleted by an application when it no longer needs them. If an application quits unexpectedly, the temporary files may not get deleted by the application. When you restart your computer, Mac OS X moves these temporary files to the Trash.

You can retrieve useful files by dragging them out of the Trash. In most cases, however, the temporary files are not important and it is safe to empty your Trash. Check with the manufacturer of the application if you are not sure.

 

[ecksmen]

Personally I would drop a massive law suit on their asses for Data Protection.

While you should have backups of all your stuff, so you can't blame them if the hard drive is dead and replaced, however there is no reason for you to receive a hard drive with another person data on it - that just proves they are not following procedures when dealing with customers data.