Apple Service- Be Prepared and Be Persistent!

Discussion in 'Apple, Inc and Tech Industry' started by macuser612, Mar 1, 2010.

  1. macuser612 macrumors newbie

    Mar 1, 2010
    I had a very frustrating experience with Apple service over the last couple of weeks regarding the nVidia issue with MacBook Pros that causes magenta flashing and computer freezes.

    My laptop started exhibiting this behavior intermittently a few weeks ago, and it took me a while to find any online reference to the problem. Once I did, I called Apple care service, as the problem was exactly what I was experiencing, and was to be a covered repair for 3 years from date of purchase.

    I had a case number generated and was told to take it to an authorized repair center, which I did. Apparently there is a video test they run which generates a code needed to have the covered repair authorized. Because it was happening intermittently on my laptop, the code was not generated, even though service saw the flashing occur.

    They called Apple, and Apple was unresponsive. This left me with little recourse, so today I called Apple myself. I was connected with an obnoxious technician who basically accused me of trying to scam Apple; I actually had to ask him to hang up.

    I called back, and asked to speak with someone else. They connected me with a very nice customer care agent named Jean. I explained the entire situation to her, and how I had been treated earlier that day by "Earl". She called the authorized Apple repair center, and in 15 minutes, called me back with a full authorization for the covered repair which would have cost me $500-$800.

    It's sad to say, but you have to do your research and be prepared to push back when you hit the kind of stonewalling I got with Earl. Most people will just accept what they're told and go away feeling frustrated and angry. Lucky for me, I'm not easily intimidated. Not so lucky for Earl; his supervisor got a call from Jean.
  2. jav6454 macrumors P6


    Nov 14, 2007
    1 Geostationary Tower Plaza
    In any company there is always that guy that thinks everyone lies... Earl may be that guy.

    However, Apple is not guilty on this one, nVidia is. nVidia has failed so much recently... 1.7% yields, delayed GPUs, 20% clock misses, wood screws, 300W GPU at idle (desktop)...

    It won't surprise me if Apple made a switch to ATI.
  3. macuser612 thread starter macrumors newbie

    Mar 1, 2010
    True, it is an nvidia problem, but we users have to deal with Apple about it, and they have to be responsible to their customers. The guy at the Apple authorized service store told me he didn't know why they were being so difficult about it because nvidia pays for the repair.

    My concern is that Earl was so aggressive, I can imagine some customers being intimidated enough to just accept his B.S. and pay for the repair.

    We all pay a premium to use Macs; that should mean something when we need service.

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