Apple wont fix my laptop because of lady bugs!

[sirivers]

Why didn't the first tech tell you about the bugs in the computer?

No, the first tech/depot lady told me I had water damage and the cost to repair my unit would be 1250 dollars, I said the system was working fine and the only issues I had had was with the screen and the disc drive, thats when the specialist said "well if it is not broken now, it will be soon" at which point I got scared that they did something awkward to my laptop, I basically told them to send it back to me ASAP and not to touch it anymore. At which point the lady became very confused and abrasive and just hung up the line on me before I could say goodbye.

It took a second call on Monday to find out the issue was related to the bugs.


P.S- I turned it on today, and read through some of the paperwork apparently restoring my computer and wiping it was included in the repair even though I was told no repairs where done to it.

P.P.S- No call from 3rd tier support as of yet.

 

[minik]

Yeap. It's now listed as 'liquid damage' from the repair history. Who took the picture? Did you open up the MBP case?

 

[sirivers]

Yeap. It's now listed as 'liquid damage' from the repair history. Who took the picture? Did you open up the MBP case?

How are you seeing my repair history?


the people at apple took the photo and then sent them to me when I pushed them a little on monday to get them to tell me what was up.

 

[drichards]

Beetles shouldn't live in your mac, but they're just creatures which seek out warmth and foods, not necessarily in that order. Here in New York they actually are common to come into your home in the fall. They'll often crawl through a doorgap or windowgap, or around an air conditioner. They're relatively harmless, and tend to die quickly. I wouldn't be so quick to judge the technicians as trying to pull a fast one on you here, as often the ladybeetles will go unnoticed. They turn dull brown like the picture when they die, having lost their red somehow. Cats will often eat them.

That said, I doubt beetles killed your mac, and I hope things get cleared up soon for you, in your favor.

 

[brop52]

So this is what everyone means when they say Macs are buggy.

 

[Smacky]

An Apple with actual bugs instead of just the software kind!

 

[danvan21]

THis is the silliest thing i have ever heard of. Apple shoudl help you out.

 

[sirivers]

THis is the silliest thing i have ever heard of. Apple shoudl help you out.

Not a peep, not calls as of today i sent the email on monday night

 

[pprior]

I bet this story would end up on national news - contact a local news anchor and start applying pressure - Apple will not want the bad press.

 

[sirivers]

I bet this story would end up on national news - contact a local news anchor and start applying pressure - Apple will not want the bad press.

welllll considering im a journalist... and I work at my local newspaper and know a couple news anchors... i will give them until Friday before i start taking this story public!

 

[jaw04005]

If Ted did indeed say what you describe, he is likely out of a job. Ted should have transferred you to Apple Customer Relations (a completely separate department outside of normal AppleCare) and had you deal with somebody from there.

You have an very unusual case, and it's going to be hard to prove who was at fault here. If I was the tech on this case, I would have assumed that you left your notebook somewhere (I suppose outside) where it became vulnerable. I've repaired PCs with both dead spiders and ants in them, but not ladybugs.

Since you escalated your case to Steve Jobs I would wait for a reply. To be honest, your e-mail is somewhat lengthy, wordy and unorganized. A more concise timeline of events would probably be helpful for whomever contacts you. It's likely that your case will be handled by Executive Relations (which is above Customer Relations), and you'll get a call back from them.

By the way, we don't need know your serial or web order number. Keep those to yourself.

Good luck and be sure to post back.

 

[sirivers]

If Ted did indeed say what you describe, he is likely out of a job. Ted should have transferred you to Apple Customer Relations (a completely separate department outside of normal AppleCare) and had you deal with somebody from there.

You have an very unusual case, and it's going to be hard to prove who was at fault here. If I was the tech on this case, I would have assumed that you left your notebook somewhere (I suppose outside) where it became vulnerable. I've repaired PCs with both dead spiders and ants in them, but not ladybugs.

Since you escalated your case to Steve Jobs I would wait for a reply. To be honest, your e-mail is somewhat lengthy, wordy and unorganized. A more concise timeline of events would probably be helpful for whomever contacts you. It's likely that your case will be handled by Executive Relations (which is above Customer Relations), and you'll get a call back from them.

By the way, we don't need know your serial or web order number. Keep those to yourself.

Good luck and be sure to post back.

so you do think somebody will contact me back after they figure out my letter?

 

[jaw04005]

so you do think somebody will contact me back after they figure out my letter?

This is just my personal experience, but I've always received a phone call after I e-mailed Steve Jobs.

However, I make sure to use that as a last resort (my .Mac account was corrupted on Apple's servers, Apple's iPod Self Service Web site was down for 5 days and the Apple Store didn't mail my copy of Leopard for two months). Obviously, I always had legitimate case numbers (which you certainly do).

Good luck. I'd give them three or four days and if they don't respond contact Apple Customer Relations at 800-767-2775.

 

[drichards]

The thing about all this is, insects are distinctly not Apple's fault. They're not necessarily anybody's fault, they're accidental, and Applecare doesn't cover accidental damage. Most insurance won't cover you in the event of a plague of locusts, nuclear attack, gang violence, terrorism, asteroid impact, or other largely-fantasy event. Read your insurance policy, any insurance policy, its all in there somewhere. Applecare might not specifically say anything about insect damage, but it doesn't necessarily have to.

Its more cost effective for Apple to replace whatever you want and retain you as a future customer. They know that, but the Applecare tech doesn't necessarily have the authority to make the decision to break the rules and replace a logic board that is infested with beetles.

Good luck. Try to have a better mood about all this, nobody is screwing you even if you don't get your computer fixed. Your homeowner's or renter's insurance is useful for this kind of thing.

 

[alphaod]

P.S- I turned it on today, and read through some of the paperwork apparently restoring my computer and wiping it was included in the repair even though I was told no repairs where done to it.

If they do a repair and wipe your computer when you specifically said no, is illegal under consumer protections laws, so you should ask for a replacement.

 

[sirivers]

If they do a repair and wipe your computer when you specifically said no, is illegal under consumer protections laws, so you should ask for a replacement.

I specifically told them i wanted them to do NOTHING to my computer, i had expected (after talking to them) to open up the computer, and then seeing the bugs call me for the quote or whatever, but they did a full restore... thank god i had a time machine backup and everything came back ASAP but like... what the hell is going on over there?

 

[danvan21]

I specifically told them i wanted them to do NOTHING to my computer, i had expected (after talking to them) to open up the computer, and then seeing the bugs call me for the quote or whatever, but they did a full restore... thank god i had a time machine backup and everything came back ASAP but like... what the hell is going on over there?

I had a refurbed macbook that broke around 4 times. I kept getting repairs until i got really pissed and called customer relations and they sent me a brand new computer. I would call apple care and ask to be transfered to customer relations. Explain what happened and im sure they will help you. If the person ar apple care says hey can help you, dont listen and say i need to be transferred. I hope tyhis works out well.

 

[sirivers]

I had a refurbed macbook that broke around 4 times. I kept getting repairs until i got really pissed and called customer relations and they sent me a brand new computer. I would call apple care and ask to be transfered to customer relations. Explain what happened and im sure they will help you. If the person ar apple care says hey can help you, dont listen and say i need to be transferred. I hope tyhis works out well.

Im going to make a quick call to Customer Relations.. lets see how this goes

 

[sirivers]

On the Phone with customer relations now.... they are investigating the notes.. lets see how this goes... the guy said he wants to work out a "Resolution"

 

[sirivers]

just got off the phone.

Computer is being replaced with a new MBP and I recieved an apology for the "inexcusable" behavior of the depot tech.

 

[jaw04005]

just got off the phone.

Computer is being replaced with a new MBP and I recieved an apology for the "inexcusable" behavior of the depot tech.

Glad it worked out. Did you call the main number and get transferred? Or use the number I posted? I want to know if the number is still valid, as it's been awhile since I've called.

 

[orpheus1120]

Well done!

 

[sirivers]

Glad it worked out. Did you call the main number and get transferred? Or use the number I posted? I want to know if the number is still valid, as it's been awhile since I've called.

Its just a recording that switches you over to regular apple care. but i basically talked to a 1st tier tech for about one second and then got transfered. and for the 4 minute wait that i had i also got another apology from "Chad" who was sorry i had to wait even 5 minutes for a resolution.

 

[sirivers]

how are these new Unibody MBP's?

 

[jaw04005]

Its just a recording that switches you over to regular apple care. but i basically talked to a 1st tier tech for about one second and then got transfered. and for the 4 minute wait that i had i also got another apology from "Chad" who was sorry i had to wait even 5 minutes for a resolution.

Now, see that's the Apple we know. By the way, I was told once that the service depot technicians are not Apple employees. Do you know where your notebook was shipped to? It's possible that it was sent to a third-party service provider like Flextronics (Memphis, TN).

I talked to a service depot tech once that I couldn't even hear because of the high-level of factory noise in the background. I hung up on him and just dealt with actual AppleCare. Apple's a big company. I know they're jerks in every company, but if you keep pushing you'll get to the right person eventually.

The new MacBook's are fantastic. You'll love it.