Apple wont fix my laptop because of lady bugs!

Discussion in 'MacBook Pro' started by sirivers, Dec 10, 2008.

  1. sirivers macrumors member

    Joined:
    Jan 9, 2006
    #1
    Hey folks,

    Its been a while but for now I want to make sure that I get down to business. I have been a fairly outspoken Apple fan boy for the better part of 10 years now, I used to have nothing bad to speak of about this company....

    USED TO being the prerogative statement here, as of a conversation I had with a Apple care specialist named (redacted) I am not exactly where I stand with the company I once held in such high regard. From this conversation I learned that Apple has decided to blame me on a issue that could not possibly be my responsibility. As outrageous as it sounds, and this is going to be a completely unbelievable Apple has accused me of infesting my laptop with lady bugs, they even have images to prove there point!

    before we go into the details of this particular issue though lets discuss my customer history with Apple and there portable laptop that I have owned. I have bought 1 Apple laptop in my entire history with the company however because of continuing and ongoing issues Apple has in the past seen it necessary to replace my laptop with newer models no more than twice. Once with my Powerbook and again with the Macbook Pro of wich today's article is about. So in reality if anything this should be teaching me that perhaps Apple's portables are not the pinnacle of quality that I once thought. but that's not the only product that ive had to have replaced by the company, I have had no less than 4 iPods replaced by the company. Each one that was sent back to me had different issues, at one point they actually lost the product somewhere in the depot and it took an executive "email bomb" to have it retrieved, for my troubles I was refunded for the iPod and given a new one, a generous move considering the ramifications that the company could have been for not helping me in that issue.

    So now we come to today's issue, the mysterious case of the ladybug laptop. Originally I had sent my laptop out for two issues, ones that had been plaguing my laptop since i had received it from apple in April as a replacement for my Powerbook. these issues where the following:
    1. My slot loading super drive would take media but not properly eject it, basically the disc would get stuck before it could properly exit the super drive making it impossible to use the drive.
    2. My screen had a portion in the middle that was becoming brighter when you darkened the screen
    So I called Apple care and asked for a product specialist (I have learned that talking to these higher level techs is really the only way to have the issues fixed)I reported all my findings and asked for a box to be shipped to my house and was given my case number (111836351) and repair dispatch ID (D19920136) and I sent the box out. A few days later and a status report or two on, and I see that the repair is on hold so I call in and am transferred to a Depot specialist who informed me that the laptop had experienced "Massive and irreparable water damage" I was quoted 1,250 to have the laptop repaired which was apparently right on the verge of what apple called the "repair to replacement threshold." At this point I was upset, beyond upset I was being told that my laptop could not be repaired under my Apple care for an issue that had been plaguing my laptop since I received it from apple as a replacement for my previously defective laptop and I said that exact statement representative who repeated to me "Sir I am writing down that you accept that you are the cause of the water damage" at which point I became incredibly upset. If I wasn't upset at that point the situation was made worse when I received a direct threat from the depot specialist telling me that "if it wasn't broken before, it definitely will be now" as far as customer service goes, a line like that will generally receive a screaming voice I however decided to be decidedly calmer, I quietly but curtly asked for my laptop to be sent back as soon as possible, at which point the depot rep hung up on me.

    Now lets talk about this for a second. Not only was I directly threatened by this employee but I was also hung up on, two acts that besides being rude also caused me to become increasingly upset at the quality of customer service that I have sadly come to accept as being Apple Care. I decided to let a few days pass at which point I would call the company again and try to even things out.

    On Monday December 8Th, 2008 I called into Apple and at 12:01PM was helped by (REDACTED) He understood my situation and agreed that the previous depot rep who I had talked to acted in a completely unacceptable manner and decided to investigate my issues further. After waiting on hold he told me that there was nothing that could be done for me concerning the laptop, I politely reminded him that this laptop was a replacement for a defective laptop and now i was dealing with just another defect after which he decided to try "one last option" at 12:06PM I was put back on hold and at 12:11PM Ted came back and told me that after looking at some images sent to him from the depot he reported to me that he saw bugs on the main logic board, not just any bugs, he saw lady bugs on the main logic board, he said because of this Apple had decided to take the position that I had somehow gotten the bugs into my laptop and that they would not fix my computer or help me with the cost of fixing my laptop. Ted however did agree that the bugs where far to big to somehow wander into my laptop and concurred that these bugs where probably in the computer during the manufacturing process (Illegal alien bugs if you will)I was speechless and flabbergasted at what had been what I thought was a simple repair could turn into such a stupendous issue. It became clear to me that this laptop had been jinxed from the moment it was made, at any rate I thanked Ted for helping me, as a final note he suggested that I write this blog article and send it to anybody at apple who would be willing to listen and so here I write my final opus on the Macbook Pro (early 2008) that was sent in for repairs, damaged with water from the get go and infested with lucky lady bugs.

    And so I ask the following of you dear readers:

    1. Please fix or replace my laptop, its obvious at this point that I have been both mistreated, threatened and accused of things I cannot possibly be the assailant of.

    2. A formal Apology for the abysmal repair/replacement cycle I have been thrown into with Apple from somebody who matters at the company.

    3. To commend the service of the representative (redacted) for his ability to cut away from script to realize that lady bugs in my laptop probably meant that I had an issue that needed to be dealt with some other way than through him.

    I guess the only thing left to talk about with this is my previous repair histories with Apple, below in chronological order you will find my repairs on my laptop and replacement.

    Powerbook

    Purchased 7/28/04 Serial number (redacted)
    Carry-in Repair- 3/14/05
    Do-it-yourself Repair- 7/5/06
    Mail-in Repair- 8/02/05
    New Battery (old one died)- 11/6/05 web order number (redacted)
    Mail-in Repair- 1/28/06
    LAPTOP REPLACED- New Powerbook Serial Number (redacted)
    there where 6 repairs on this laptop, I cannot find exact dates, the replacement to this laptop was issued on 4/10/08 with the new serial number redacted




    In essence I haven't had what we would call a satisfactory history with apple portable products, I can only hope that this issue can be resolved somehow and my thoughts could be reversed somehow.

    thank you and good evening.
     
  2. Tallest Skil macrumors P6

    Tallest Skil

    Joined:
    Aug 13, 2006
    Location:
    1 Geostationary Tower Plaza
    #2
    I've heard of viruses (none for OS X) and worms (none for OS X), but aphids? :D
     
  3. sirivers thread starter macrumors member

    Joined:
    Jan 9, 2006
    #3
    I have photo's of the bugs! (just to show you size and how they could have never gotten in there at any other point)
    [​IMG]
     
  4. Horst Guest

    Joined:
    Jan 10, 2006
    #4
    Quite the nightmare, sorry to hear that.

    I might have missed it in your posting, but where do you live ?
    Customer service quality depends a lot on the country .
     
  5. sirivers thread starter macrumors member

    Joined:
    Jan 9, 2006
    #5
    NY, USA very disapointed...
     
  6. RoganJosh macrumors newbie

    Joined:
    Aug 13, 2006
    #6
    That's a horrible way to be treated, but the technicians obviously think that your trying to pull a fast one.
    Can you determine the type of ladybird and is it indigenous to America or China? (I'm assuming you live in America) This could one for the entomologists among us? on another note I know there are some ladybird problems here in the UK with the Harlequin Ladybird ousting the common british ladybird but more than that I cannot say.
     
  7. drewyboy macrumors 65816

    Joined:
    Jan 27, 2005
    #7
    I've got the solution you need!

    Email Mr. Jobs with your story. I believe it's steve@apple.com and I'm am sure you will get a response whether it be by email or phone, and I think that way it will get sorted out. Best of luck and keep up posted!
     
  8. sirivers thread starter macrumors member

    Joined:
    Jan 9, 2006
    #8
    I did that yesterday basically sending him the exact same message (sjobs@apple.com though not steve...) I have written in this forum (changed a few things for his sake) and gave him contact information, no response as of yet. I'll be sure to keep you guys updated
     
  9. tcphoto macrumors 6502a

    tcphoto

    Joined:
    Feb 23, 2005
    Location:
    Madison, GA
    #9
    I would certainly forward a link of this post to sjobs@apple.com. Others have had issues and received a timely response from that address. I believe that an upper level group reviews notes from that address.
     
  10. sirivers thread starter macrumors member

    Joined:
    Jan 9, 2006
    #10
    whats really upsetting to me is that this is a REPLACEMENT laptop for 2 previously defective laptops, im growing weary of the quality of apple products..
     
  11. compuguy1088 macrumors 6502a

    compuguy1088

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    Sep 3, 2007
    Location:
    In the Sub-Basement of Solitude
    #11
    I've seen spiders in desktop computers before...but ladybugs.....:eek:
     
  12. convergent macrumors 68000

    convergent

    Joined:
    May 6, 2008
    Location:
    Raleigh, NC
    #12
    I have to say that is quite a story. I think the biggest problem you are going to have is getting someone to believe it, as some of it sounds quite bizarre. I don't know you, and am not trying to pass judgement... I'm just saying that based purely on what was posted here, its sounds hard to believe anyone could be this unlucky, and that people would act the way they did to you when you were politely behaving in a totally professional manner.

    As for the ladybugs, I'm quite positive that the vent holes in the back of my MBP are plenty large enough for a ladybug to get into.

    I hope you are able to get resolution to this, but even if you don't... considering you originally bought the machine over four years ago, you can walk away knowing that you got many years of service and free upgraded hardware for your coin. If your original machine had bit the farm now, you'd be out of luck too.
     
  13. sirivers thread starter macrumors member

    Joined:
    Jan 9, 2006
    #13
    here's a question... seeing as they arent going to fix it (as of now) do you think i can open it up and investigate the infestation myself?
     
  14. tcphoto macrumors 6502a

    tcphoto

    Joined:
    Feb 23, 2005
    Location:
    Madison, GA
    #14
    I would not touch it until someone replies to your email. Someone from upper management is apt to see it merely for the unique problem you've experienced. I will bet that someone will call a day or so after you send a note.
     
  15. Nanookfan macrumors member

    Joined:
    Apr 13, 2008
    #15
    I agree, due to the unique situation I would not open it or work on it yourself until you hear back regarding your email. Very strange and interesting situation. I hope you and Apple can come to some sort of satisfactory resolve. Good luck.
     
  16. six.four macrumors 6502

    Joined:
    Oct 24, 2008
    #16
    wow.. definitely an interesting situation. I'd definitely like to hear what upper tier customer service says.

    Did you ever hear the lady bugs rolling around in your MBP when you picked it up?

    They must've been fried from the intense heat the first time the MBP was turned on.
     
  17. brentsg macrumors 68030

    Joined:
    Oct 15, 2008
    #17
    I was at a friend's import videogame shop one day. He went to mod a guys Playstation and when he opened it up cockroaches went scurrying all over.
     
  18. voltare macrumors member

    Joined:
    May 26, 2008
    #18
    If you get the notebook back with the lady bugs (or lady birds) in it, take them to a university near you with an entomology program. They can ID the bugs as being foreign or domestic. It would be very hard to ID them reliably from pictures.
     
  19. Horst Guest

    Joined:
    Jan 10, 2006
    #19
    I'm not sure how that works in the US, but are there any certified Apple Service Centers in your area, which are not Apple stores ?

    I understand your computer is still under warranty, so these places should be able to deal with your claims and do repairs, no matter where you bought the laptop, and you'd have have someone to talk to eye to eye.

    Chances are, the technicians at such a place are a lot more skilled than the trained monkeys at Apple's, too.
     
  20. MacLadybug macrumors 6502a

    MacLadybug

    Joined:
    Jun 6, 2008
    #20
    Fascinating...

    What a horrible story. I'll be curious to see what you hear from Mr. Jobs. I agree with Voltare that when appropriate you should find out where the bugs are from, but I wouldn't open it either until you agree on some resolution. Keep us updated please. Good luck. Crap, Ladybugs are supposed to be Good Luck... makes me want to change my user id.
     
  21. mhnajjar macrumors 6502a

    mhnajjar

    Joined:
    Mar 3, 2008
    #21
    Why can they accuse you of putting the ladybugs and you cannot do the same to them?

    What if the technician who opened it put the ladybugs there? :rolleyes:


    This really sucks and Apple should fix it no matter who put the ladybugs. Next time, they can put detecting stickers to see if the customer has opened his/her machine if they are going to accuse us of doing suck crazy things.

    If someone would put ladybugs to kill his logic board, cannot he remove them and then send it to Apple? :D Therefore, there is no way that you put them in yourself and they should know better and do their HW next time.
     
  22. StingerT125 macrumors 6502a

    StingerT125

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    Location:
    Dutchess County New York
    #22
    Why didn't the first tech tell you about the bugs in the computer?
     
  23. m1stake macrumors 68000

    Joined:
    Jan 17, 2008
    Location:
    Philly
    #23
    After reading this site for several years, this is probably the first and last topic to be created with this problem :p

    Maybe you should just invest in a can of RAID? Good luck :D
     
  24. rychencop macrumors 65816

    rychencop

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    Location:
    http://www.northaugusta.net/
    #24
    they probably came in through the rear where the vent is.
     
  25. alphaod macrumors Core

    alphaod

    Joined:
    Feb 9, 2008
    Location:
    NYC
    #25
    Most accidental warranties even state that insects are not covered, so I think since regular warranties are more stringent, this wouldn't be covered. This really has nothing to do with Apple; quite frankly it's like spilling liquids on your computer, nothing the manufacturer can prevent.
     

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