So I sold my 2.53 GHz macbook pro to buy a 2.93 CTO for 8gb of ram. Easy enough, I thought. I ordered it on April 03, 2009.
So I get the machine, and I want to put in my seagate 7200.4 500gb drive. I ended up SOMEHOW stripping the torx screws. (I think my bit was bad). No problem, I thought. I'll head over to the apple store and have the manager there who I know order me the screws.
So, the screws are ordered, and in the meantime, I notice that there is a problem with the computer. The rubber gasket around the screen is noticeably uneven, which causes the computer's lid to be uneven when closed. (SEE PICS IN THIS THREAD FOR SIMILAR ISSUE: https://forums.macrumors.com/threads/656539/)
So, I can't return the computer without the screws. No problem I originally thought, as they said I would have the screws in 3 days, and that they would call me when they're in. The return period is 14 days, and 14>3.
3 days later, still no call. I call the parts manager at the store and he says they got the screws but they're the wrong kind. He says he will order them again and he does so. I was angry he didn't call to tell me this, why did I have to call to have him do it?
So, more days pass and it seems implausible that the screws aren't there. I call and they tell me they're in. If they're in, why didn't they call?
I go into the store, and they're in all right, but they're the wrong kind again. They told me there is nothing they can do about it. They keep getting the wrong kind from the parts warehouse. They said all they can do is just order it again. I verified personally that the parts number was indeed correct, so this seemed bizarre.
By this time, I was outside of the return period and frustrated with the poor service. I shouldn't have had to order screws 3 times, and so I paid $20 to order them from a price gouging reseller online. The apple store still hasn't gotten the right screws, and as far as I know they are still placing orders.
So I got the screws from the parts dealer, and I put them in my computer. The other day I made an appointment at the genius bar to see if I could get my lid fixed.
So the guy at the store "Jonathan" says he will ask if they can fix it. He goes back, and then he comes back saying that they can't fix it because it's a "cosmetic problem" and "some other computers have it". So I ask if he can show me a computer in the store with the same issue. We walk all around the store, and low and behold after checking every single one none of them have the same issue. Mine is so bad you can actually flex the screen by pushing down on the spot where the gap is. So he kinda dodges the fact that none of them have it, and I proceed to explain very politely that for 3,000+USD for a top of the line 15" MBP I expect a certain degree of build quality. He says okay, let me see who I can ask.
So while he's in the back, the other genius at the bar that night, Jeremy, who I know on a first name basis (he knows my name too), says he wants to take a look. He looks at it, and then proceeds to say "How does this make you feel?" I said "It's disturbing to find on such an expensive computer." He says "This is a cosmetic issue, apple is not prepared to pay to repair this, it will just cost us too much" or something like that, even though it came to me that way. So I said "Well I will wait for Jonathan to come back out, he said he was asking." Jeremy replies "I am Jonathan." I say "Excuse me?" He says "For the purposes of this I am Jonathan." I was shocked. He then proceeded to go into the back room, I believe to tell Jonathan to stop in his attempt to persuade them to fix it. I think Jonathan really wanted to help.
Jonathan and Jeremy come back out, and Jonathan says "Well we talked in the back room, and the consensus is we won't fix it. You're asking us to replace the part and we don't want to do that." So I explain to him how frustrating the whole thing with the screws was and how I shouldn't even have had to go through this. Finally, he reluctantly takes pictures of the unit and "escalates" my case to tier 2. He says they will call me when they make a decision. I don't know if tier 2 will be any kinder, however.
I need to find a solution to this problem. I don't want it to adversely affect resale value, or for something sharp to get in the gap and scratch the screen while I am carrying the computer. For someone who has spent $8,000~ in the past 9 or so months on apple products, I feel like I should be treated better than this.
What should I do? I thought of emailing sjobs but I don't think such a high up address would be necessary for cosmetic issues, I thought it was for if you are really getting screwed.
Suggestions welcome,
Matt.
So I get the machine, and I want to put in my seagate 7200.4 500gb drive. I ended up SOMEHOW stripping the torx screws. (I think my bit was bad). No problem, I thought. I'll head over to the apple store and have the manager there who I know order me the screws.
So, the screws are ordered, and in the meantime, I notice that there is a problem with the computer. The rubber gasket around the screen is noticeably uneven, which causes the computer's lid to be uneven when closed. (SEE PICS IN THIS THREAD FOR SIMILAR ISSUE: https://forums.macrumors.com/threads/656539/)
So, I can't return the computer without the screws. No problem I originally thought, as they said I would have the screws in 3 days, and that they would call me when they're in. The return period is 14 days, and 14>3.
3 days later, still no call. I call the parts manager at the store and he says they got the screws but they're the wrong kind. He says he will order them again and he does so. I was angry he didn't call to tell me this, why did I have to call to have him do it?
So, more days pass and it seems implausible that the screws aren't there. I call and they tell me they're in. If they're in, why didn't they call?
I go into the store, and they're in all right, but they're the wrong kind again. They told me there is nothing they can do about it. They keep getting the wrong kind from the parts warehouse. They said all they can do is just order it again. I verified personally that the parts number was indeed correct, so this seemed bizarre.
By this time, I was outside of the return period and frustrated with the poor service. I shouldn't have had to order screws 3 times, and so I paid $20 to order them from a price gouging reseller online. The apple store still hasn't gotten the right screws, and as far as I know they are still placing orders.
So I got the screws from the parts dealer, and I put them in my computer. The other day I made an appointment at the genius bar to see if I could get my lid fixed.
So the guy at the store "Jonathan" says he will ask if they can fix it. He goes back, and then he comes back saying that they can't fix it because it's a "cosmetic problem" and "some other computers have it". So I ask if he can show me a computer in the store with the same issue. We walk all around the store, and low and behold after checking every single one none of them have the same issue. Mine is so bad you can actually flex the screen by pushing down on the spot where the gap is. So he kinda dodges the fact that none of them have it, and I proceed to explain very politely that for 3,000+USD for a top of the line 15" MBP I expect a certain degree of build quality. He says okay, let me see who I can ask.
So while he's in the back, the other genius at the bar that night, Jeremy, who I know on a first name basis (he knows my name too), says he wants to take a look. He looks at it, and then proceeds to say "How does this make you feel?" I said "It's disturbing to find on such an expensive computer." He says "This is a cosmetic issue, apple is not prepared to pay to repair this, it will just cost us too much" or something like that, even though it came to me that way. So I said "Well I will wait for Jonathan to come back out, he said he was asking." Jeremy replies "I am Jonathan." I say "Excuse me?" He says "For the purposes of this I am Jonathan." I was shocked. He then proceeded to go into the back room, I believe to tell Jonathan to stop in his attempt to persuade them to fix it. I think Jonathan really wanted to help.
Jonathan and Jeremy come back out, and Jonathan says "Well we talked in the back room, and the consensus is we won't fix it. You're asking us to replace the part and we don't want to do that." So I explain to him how frustrating the whole thing with the screws was and how I shouldn't even have had to go through this. Finally, he reluctantly takes pictures of the unit and "escalates" my case to tier 2. He says they will call me when they make a decision. I don't know if tier 2 will be any kinder, however.
I need to find a solution to this problem. I don't want it to adversely affect resale value, or for something sharp to get in the gap and scratch the screen while I am carrying the computer. For someone who has spent $8,000~ in the past 9 or so months on apple products, I feel like I should be treated better than this.
What should I do? I thought of emailing sjobs but I don't think such a high up address would be necessary for cosmetic issues, I thought it was for if you are really getting screwed.
Suggestions welcome,
Matt.
