Applecare damaged my Macbook case... advice

Discussion in 'Mac Pro' started by nutcracker, Jul 8, 2006.

  1. nutcracker macrumors newbie

    Jun 30, 2006
    I am a new mac user, was pretty excited about the macbook and made the switch. Took delivery of the macbook on June 16th and was generally pleased. However the trackpad button suffered from the mushy feel, so i took it in to the Apple store on June 21st and they agreed that the trackpad button was not working properly so they sent it into apple to get it repaired by replacing the top plate surrounding the keyboard.

    After a long 2 week wait, on July 5th, I got my macbook back. I didnt really get a chance to look at it in the store, but when I brought it home, i noticed multiple scratches on the case. There were two cuts into the top of the case, then i flip it to the bottom and see gashes all over the place, at least 7 or 8 over an inch long, with the longest being about 4 inches. On top of that the trackpad button was still feeling mushy. (I ended up using the oragami trick, which i didnt know about before i took it to the store the first time)

    I have only had my Macbook in my hands for less than a week, shorter than applecare has had it. When it was with me, I have treated it very carefully, like a new car, so it pains me to see these scratches. I am worried a bit because it has been a few days since I got it back, so they could think it was something I did myself. Originally I thought I could live with it and didnt want to go through the hassle of not having a notebook for another 2 weeks. However its still bothering me that a brand new notebook that has been in my hands for less than a week looks very worn.

    What should I do about this? Is this something I can complain about? Would they fix or replace this? thanks
  2. EricNau Moderator emeritus


    Apr 27, 2005
    San Francisco, CA
    Yes, you can complain about any damage Apple did to your MacBook. Chances are they'll be reluctant to take it back at first, but if you are firm and consistent (while remaining polite), chances are they'll fix the damage.

    I would recommend bringing it into an Apple Store, rather than dealing with this over the phone.
  3. lamina macrumors 68000


    Mar 9, 2006
    This seems to be a recurring thing with AppleCare. Whats the deal with that anyway? Are the techs so disgruntled that they can't show a laptop a bit of respect?

    If I had to send in my PB (God forbid) and it came back with scratches, I would be VERY upset, as I'm sure you are.
  4. puckhead193 macrumors G3


    May 25, 2004
    when i had a problem with my powerbook and it was sent out. It came back and the metal around the superdrive was bent/distorted. I told them it wasn't like that and they sent it out again to be fixed. When i picked it up i found out they replace basically the whole casing....
    The reason for this was being the Al. is very fragile and they had to open it up...(that's what the genius told me)
  5. iHotu macrumors regular

    Apr 1, 2006
    at large
  6. Macmaniac macrumors 68040


    Yes you are entitled to a proper repair. Some minor scratches are normal for service, but large gashes are unacceptable!

    Be nice but firm with them and explain the situation.

    Hopefully all turns out well.
  7. generik macrumors 601


    Aug 5, 2005
    It is all relative.

    While us proles may find Macs very... awesome looking, but imagine you are a tech, working 9-5 looking at these damned things. Do they look awesome anymore?
  8. Collin973 macrumors 6502

    Mar 29, 2006
    Maybe the damage it for job security. They are garuanteed to have a job if some else needs why not make sure it needs to be fixed?

    --Just a non-serious thought--
  9. iHotu macrumors regular

    Apr 1, 2006
    at large
    I would not sent anything to the Houston repair center.
  10. alexstein macrumors 6502a


    Aug 23, 2004
    I would have been better to a look at it at the store right away. However it's to late for that now. Just bring it back to the store and explain your situation, and listen what they have to say.
  11. QCassidy352 macrumors G4


    Mar 20, 2003
    Bay Area
    this happened to me with 2 ibook repairs. The first time I didn't complain, the second time I did, and they took it back and replaced the casing. It's unacceptable. And yes, go talk to them in person.
  12. Deepdale macrumors 68000


    May 4, 2005
    New York
    I really sympathize and would be equally upset myself. You might catch a break but be prepared to hear the denial game because of the days that passed with the computer being back in your possession. When I brought an item in years ago, I told the person to check the pristine condition that the computer was in and further advised that I expected it to look the same way when I received a call to retrieve it. Then I checked everything closely and it was just fine. Good luck with everything.
  13. nutcracker thread starter macrumors newbie

    Jun 30, 2006
    happy customer as of now

    hey guys, thanks for all the replies.

    i talked to applecare through the phone this morning. They were understanding about the whole situation and will be replacing my macbbook case. I am thankful this got resolved and hopefully I will have no more problem when i get it back. Though it sucks i will have to send my macbook back to applecare once again. They are getting to use my mac more than me. :eek:
  14. amin macrumors 6502a


    Aug 17, 2003
    Boston, MA
    This happened to me, and Apple replaced all damaged parts right away. The key is to report it immediately.

Share This Page