Get to your credit card company right away and contest the sale (if you paid by CC) If you used Amex you're even better positioned. Good luck. If CC is not an option file a claim in small claims court. If they don't show up you win..you have to collect but Apple will not want the hassle. Good luck and let us know what happens.
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Apple won't help me, what to do. (LONG)
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Update: Called apple corporate customer relations today
They told me look, this is ********, the store treated me like crap and they should be doing something to remedy the situation. That was the first time through all this I got someone to agree with me. Then we did a three way call with someone at the store who was basically still in condescending mode and acted as if I was their "problem" customer. He literally said "We are very familiar with Mr. Whitman's problems with his machine..." I wanted to say what do you mean by that, but I just let him talk out of his ass because the CR rep still was trying to help me, so I wanted to keep my mouth shut. Seems like the CR rep is going to talk to the store's manager tomorrow and come up with a solution. Even if I just got 20 dollars back for my screws I would be happy at this point.
They told me look, this is ********, the store treated me like crap and they should be doing something to remedy the situation. That was the first time through all this I got someone to agree with me. Then we did a three way call with someone at the store who was basically still in condescending mode and acted as if I was their "problem" customer. He literally said "We are very familiar with Mr. Whitman's problems with his machine..." I wanted to say what do you mean by that, but I just let him talk out of his ass because the CR rep still was trying to help me, so I wanted to keep my mouth shut. Seems like the CR rep is going to talk to the store's manager tomorrow and come up with a solution. Even if I just got 20 dollars back for my screws I would be happy at this point.
Seems like i hardly see any mbps that have a tight fitting lid. Mine included, but besides a dead pixel cluster on the side everything is good. Seems like im seeing tons of threads about people that are SOL b/c they say they wont fix
My alu MBP is bent like that from the beginning but since it works alright I'm not pushing my luck to find myself with a crap model after they give me some refurbished replacement.
But I would push it very hard, especially the screw thing simply because the genius is a pure a** and needs a lesson of customer service.
Are they idiots that they can't order the right part which is catalogued??
But I would push it very hard, especially the screw thing simply because the genius is a pure a** and needs a lesson of customer service.
Are they idiots that they can't order the right part which is catalogued??
I really don't know much about the cities in CA (so there may be a store that is closer), but the store in Burlingame is only 30 miles from the one in Corte Madera. It might be worth it to take your laptop there.
You broke the screws. How the heck did you strip those screws anyway? Probably by using the tool of the wrong size.
If I were them I would think what else did this user broke if the user already broke some other things?
If you did not brake the screws then it might be different. Live and learn.
Some stores say they'll call but they don't call because they are busy. You should call them.
Problem already documented under serial number.
Ding ding ding.
It's not Apple's fault you broke the screws and had to order new ones. If you hadn't stripped the screws, you wouldn't be in that position. Yes, they mixed up the screws. But it's still your fault for breaking the originals.
If you wanted to exchange the machine you shouldn't have opened it up. Should've checked it over to make sure it was to your liking before installing the drive.
Actually I used a torx T6 bit which is the size stated in the manual. That's besides the point, they claimed that they would get the part in in 3 days. It would have been fine if they had ordered the part correctly, or if they had gotten it right the second time, BUT THEY WERE NEVER ABLE TO GET THE PART. How is that my fault?
Also it's user replaceable so it's not their concern as to what I do with my hard drive anyway.
So to the two above people, if you don't have any suggestions, you can kindly get out of the thread.
Also it's user replaceable so it's not their concern as to what I do with my hard drive anyway.
So to the two above people, if you don't have any suggestions, you can kindly get out of the thread.
Because you broke the part. If you lived in Alaska and you had to get the part shipped in on dog sled and it took a month it's still your fault.
Sure. The memory is user replaceable too, but if you break the RAM slot, it's still your fault.
Let me put it this way. You buy a car, and you back into a pole. Your back bumper is damaged. Meantime you notice that the leather seats aren't to your liking and you decide to return the car. You order a new bumper, but the parts shop keeps getting the wrong one, and you go past the date which you can return the car.
Who's at fault, the guy who ordered the wrong part, or the guy who bought the car, drove it into a pole, and then expects everyone to rush to his aid because he did nothing wrong?
Don't ever open up a machine until you've inspected it. Ever. As far as I'm concerned, as soon as you remove that original drive, you've changed the machine from it's original condition, and you'll be lucky to get Apple to take it back, damage or not.
I have the same analogy for you.
Let's say you buy a BMW. The hood doesn't close.
You replaced the stereo but stripped a screw. The parts on order.
What does the stereo have to do with the original fact that the hood doesn't close? They should be fixing it.
The difference here is apple refuses to fix it, but I'm telling them that on a 3,000 computer I won't accept that. What's the problem here? If this was dell I would've gotten it fixed already. Apple is stubborn and you know it, you just want to play devil's advocate and be confrontational on an internet forum.
Because you know, I did actual damage to the computer. Great comparison. 1200 logic board replacement versus .5 cent screws. Thanks, your logic is great.
Let's say you buy a BMW. The hood doesn't close.
You replaced the stereo but stripped a screw. The parts on order.
What does the stereo have to do with the original fact that the hood doesn't close? They should be fixing it.
The difference here is apple refuses to fix it, but I'm telling them that on a 3,000 computer I won't accept that. What's the problem here? If this was dell I would've gotten it fixed already. Apple is stubborn and you know it, you just want to play devil's advocate and be confrontational on an internet forum.
Because you know, I did actual damage to the computer. Great comparison. 1200 logic board replacement versus .5 cent screws. Thanks, your logic is great.
I would ask why you're busy replacing the stereo in a car that you didn't check to see if the hood actually closes correctly. Cause you know, the first thing I'd do with a car is open the hood. Kind of like the first thing I'd do with a laptop is... you know... open it up.
If you don't like it, just sell it. IMO, Apple should have charged you a restocking fee anyway on a machine you already opened up.
The AppleCare plan clearly states that it does not cover damage that does not affect the performance of the machine. They're under no obligation to replace it under AppleCare.
IMO, you should not be able to return a car anyway after you've started changing parts. Repair under warranty, yes. Return, no.
I never asked to return it, the CR rep wanted me to do that.
I asked for them to repair it.
Also you seem to not understand the definition of a user replaceable part, it's right next to the battery. You must not have a unibody.
So if I took out the battery they should charge me a restocking fee? You are obviously not familiar with the design of this machine. If their screws weren't crap, it literally takes a theoretical 30 seconds to replace the hard drive. The battery is also right next to it and it points out how to access both in the manual. It is different from actually opening the machine.
Look at it this way, if I sit in a car and drive it home does that mean I shouldn't be able to have it repaired? I can't believe you are seriously trying to argue this.
This is not "damage". The machine came like that as a manufacturer defect. I am not at fault for what goes on in Shanghai, they are. In addition, if you read carefully you would understand I never asked to return or replace the machine, it was CR or suggested that. I simply said they should repair it.
It's really funny how everyone is on your side before you told us Apples final verdict on the decision then after you told us, everyone is now against you. It's really lame.
I would be piss and want it fixed to for such a costly machine. The situation sucks and I hear what your saying about Apples screw up, actually some douche bags screw up, cost you from returning it. They should have offered something. I don't think they should fix every laptop with this problem but there should be different consideration when you break the 3000 mark on a laptop in a world of everyone wanting cheap netbooks.
I would be piss and want it fixed to for such a costly machine. The situation sucks and I hear what your saying about Apples screw up, actually some douche bags screw up, cost you from returning it. They should have offered something. I don't think they should fix every laptop with this problem but there should be different consideration when you break the 3000 mark on a laptop in a world of everyone wanting cheap netbooks.
This isn't covered under the terms of your warranty. The same is true of members here who get panels in their laptops that they don't like. They can return the machine, but it isn't a repair issue.
I worked as a Mac tech for years interacting directly with Apple's service depots. If it doesn't impact the usage of the machine, they're not going to fix it.
The issue looks relatively minor. If it bothers you enough, sell the machine on Craigslist and buy a new one. Next time check for issues first and then return the machine if it's not up to your standards.
You fail to factor into your argument that I would have been able to return the machine if the apple store was even remotely competent.
The screws, being covered under warranty as a user replaceable part (meaning they can give me new screws for free) should have been easy to get. There is no reason I should be at fault for them not being able to get the correct screws, even after the THIRD try. That is APPLE'S INCOMPETENCE.
If you want to blame me for their incompetence go ahead, but all you are doing is making yourself look like a tool.
I guess you never bought anything over 100 dollars because if you bought a Ferrari and the door came scratched sure as hell you'd make them fix it. Just because it doesn't affect "the use" of the car doesn't make it okay.
Also, their warranty DOES speak of covering cosmetic damage from the factory IF the computer was received that way. The LCD panel deal is a bit different and apple has a separate policy for dead pixels. I suggest you read the warranty information more carefully. Even the reps on the phone did admit that cosmetic damage is NORMALLY a reason to be able to return the computer, WITHOUT restocking fee.
The screws, being covered under warranty as a user replaceable part (meaning they can give me new screws for free) should have been easy to get. There is no reason I should be at fault for them not being able to get the correct screws, even after the THIRD try. That is APPLE'S INCOMPETENCE.
If you want to blame me for their incompetence go ahead, but all you are doing is making yourself look like a tool.
I guess you never bought anything over 100 dollars because if you bought a Ferrari and the door came scratched sure as hell you'd make them fix it. Just because it doesn't affect "the use" of the car doesn't make it okay.
Also, their warranty DOES speak of covering cosmetic damage from the factory IF the computer was received that way. The LCD panel deal is a bit different and apple has a separate policy for dead pixels. I suggest you read the warranty information more carefully. Even the reps on the phone did admit that cosmetic damage is NORMALLY a reason to be able to return the computer, WITHOUT restocking fee.
i hear you on apple giving you a hard time.
I had a similar experience. My MBP i bought in 10/08 needed a logic board replacement. The guys at the Apple Store in downtown Portland are great.
Anyways, i noticed about a month or 2 ago, that there was some wear on the "palm rest", at the edge of computers' surface. I could understand if it was a year or 2 old, that this is normal wear. But a few months old?
So i made an appointment and they looked at i and told me that it was cosmetic and couldn't do anything about it. There is also a line on the LCD screen from the space bar. The genius told me that some peoples' skin has some kind of affect on the iodized aluminum surface..ie; some peoples' skin is more oily than others, which eats through the surface... and i guess some of the oil got onto the space bar, and thus when i close the lid, it rubs on the screen, which he said is cosmetic as well...
I was kind of mad, as this was brand new and expensive. The irony of this is that there was dust in the screen of my iPhone, which they promptly replaced
i know it is just cosmetic, but still... the screen thing you cannot even see unless you look for it when the screen is black....
good luck with your problem..
I had a similar experience. My MBP i bought in 10/08 needed a logic board replacement. The guys at the Apple Store in downtown Portland are great.
Anyways, i noticed about a month or 2 ago, that there was some wear on the "palm rest", at the edge of computers' surface. I could understand if it was a year or 2 old, that this is normal wear. But a few months old?
So i made an appointment and they looked at i and told me that it was cosmetic and couldn't do anything about it. There is also a line on the LCD screen from the space bar. The genius told me that some peoples' skin has some kind of affect on the iodized aluminum surface..ie; some peoples' skin is more oily than others, which eats through the surface... and i guess some of the oil got onto the space bar, and thus when i close the lid, it rubs on the screen, which he said is cosmetic as well...
I was kind of mad, as this was brand new and expensive. The irony of this is that there was dust in the screen of my iPhone, which they promptly replaced
i know it is just cosmetic, but still... the screen thing you cannot even see unless you look for it when the screen is black....good luck with your problem..
so why should I do. AppleCare won't help nor will cr. Should I call again and hope to get a more helpful agent or is there like a tier 3 that I can call. Who is above these people. I am not going to get screwed by apple.
Why would you buy a new Ferrari with a damaged door, get the other one or a discount.
Repairs tend not to do as well as factory paint, and sometimes a minor scratch is easier to live with than a $5-10k repainted door.
Getting a $5-10k discount on the car and using the $100-250 scratch mask technique from the high-end paintless dent repair might sit better than some repairs.
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And even the Ferrari dealership might balk at someone coming back 14 days later to get a free $5k door repair on them.
Especially if they are awaiting parts from the service department to repair damage from their DIY stereo upgrade.
I agree that a $3000 laptop should be free of cosmetic defects and if there are cosmetic defects Apple should be more willing to correct them. Obviously they are not obligated to do so.
What I fail to understand here is why you went ahead with changing the hard drive without fully inspecting the laptop first? If you noticed the problem and went ahead with changing the hard drive then I don't really have sympathy for you. According to your description it seems that a shotty gasket would have been hard to miss. I mean it really stares you in the face when you have a laptop lid open doesn't it?
What I fail to understand here is why you went ahead with changing the hard drive without fully inspecting the laptop first? If you noticed the problem and went ahead with changing the hard drive then I don't really have sympathy for you. According to your description it seems that a shotty gasket would have been hard to miss. I mean it really stares you in the face when you have a laptop lid open doesn't it?
Why didn't I notice it originally? Because I have work to do. Same reason as to why I swapped the drive. The drives apple sells are incrediably mediocre and I have a 500 gig drive with all my stuff on it. I had to put it in to do work. I don't live in the macrumors users make believe world where everyone takes a straight edge to the thing the second they open it. I needed to put in my drive to work. How putting in my own drive suddenly excuses apple from manufacturer defects in entirely separate portions of the computer is something I would like all the people against me in this thread to explain. I never claimed the screws weren't my fault, but a manufacturer defect in an entirely separate part of the computer is, as is their incompetance at the apple store. I don't understand the stance of you people that swapping a hard drive is some taboo thing, maybe if you weren't spoonfed garbage by the almighty jobs you would understand better. I take it pretty much no one in this thread could solder their way out of a paper bag so don't question my electonics know how.
Tldr: me replacing the drive does not excuse apple from repairing a manufacturer defect, especially considering the drive is a user replaceable part. If you have no meaningful suggestions please stop trolling
Tldr: me replacing the drive does not excuse apple from repairing a manufacturer defect, especially considering the drive is a user replaceable part. If you have no meaningful suggestions please stop trolling
This has already been posted, but there is no limit to what you can unlock when you are firm and civil.
Edit:
LOL, he's the company CEO, and he's on leave from the company. Anyone that he responds to is just lucky.
Edit:
LOL, he's the company CEO, and he's on leave from the company. Anyone that he responds to is just lucky.
you put yourself in a bad situation with the screws and "messing" with the new computer. That gave them an excuse against you.
But, I still think, that them being Apple they should have helped you out - regardless of the fact that you are a 1st year or 15 year mac veteran.
Has anyone else notices how poor Customer Service has been with apple lately? The Geniuses are running wild...
But, I still think, that them being Apple they should have helped you out - regardless of the fact that you are a 1st year or 15 year mac veteran.
Has anyone else notices how poor Customer Service has been with apple lately? The Geniuses are running wild...
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