AppleCare Lied...

[uiop.]

Last week Wednesday I took my uMBP in for a loose battery cover and screen hinge, and a failing ethernet port. It might be worth mentioning that this is the second time in a month that it has been in for a fried ethernet port. They shipped it out and replaced the logicboard and all was fine and dandy a few days later.

Well this time seems to be a different story. The genius, who was very rude, just wanted to order a new battery cover and ignore the screen hinge issue until I told him about the ethernet port. He said he was going to do me a favor by mentioning the loose battery cover/screen hinge in the write-up for the ethernet port. I walked out of the store fairly dissapointed that I would have to be without my MBP for another few days. I half expected the computer to be just replaced on the spot. Oh well, I figured I'd have it back by the end of the weekend.

I anxiously kept checking the repair status online and all I got was "Product Shipment Pending." I figured it was no biggie and that my computer was already shipped out. Well days passed without the status changing so I called AppleCare yesterday morning. The lady was very nice and assured me that my computer was already repaired and was ready to be shipped back fairly soon, the status had just been forgotten to be updated.

I'm a little annoyed because I checked the status once again today and it was finally updated. It appears that the Apple store shipped my computer out JUST yesterday after I called because the repair center got my computer today. (See pic attached)

Is this something worth being upset about? I mean my $3000 MBP had been sitting in an Apple store for five days, doing absolutely nothing, all the while I've been stuck using my iPhone and borrowing my dad's laptop. I've had a large amount of school work and having my own computer would have been just great. I find it ridiculous.

 

[fleshman03]

Submit a bill to Apple for the loss of productivity. See if they respond.

 

[CaptainChunk]

Submit a bill to Apple for the loss of productivity. See if they respond.

It's probably not even worth the effort. I don't think anything in the warranty terms states that Apple would provide reimbursement for loss of productivity during a repair. Most manufacturers don't do this outside of business clients who have purchased service contracts.

OP: The best you can probably do is call AppleCare and explain that your machine sat at your Apple retail store for 5 days before it even shipped out to the repair facility. They might be able to do something for you. Who knows?

 

[drewsof07]

They won't reimburse you for productivity lost, but might offer to send you a free "gift" for your trouble. It's always worth looking into

 

[snowmoon]

Next time call AppleCare and have them do the writeup before going into the store. The store required to do any repairs that the phone tech ordered. It also may get you a "Product Specialist" who is more than simple tech support and are authorized to do a replacement if you continue to have trouble.

 

[brosmooth]

last time i was in the indy apple store the genius' seemed very nice, i wonder why you got blown off like that

 

[iLog.Genius]

This isn't wrong or right. Repair times always vary from day to day. The only problem I see here is IF the Genius told you that the computer would be shipped today or the next day. Repair times are quick once the Depot gets it so it's a matter of when the Apple Store ships it. I always inform customers that repairs usually have good turnaround times but can sometimes takes a few weeks. Again, nothing really wrong unless Genius member gave you a timeline.

 

[uiop.]

They won't reimburse you for productivity lost, but might offer to send you a free "gift" for your trouble. It's always worth looking into

I think I'm going to call AppleCare once more before I pick up my computer. Things just don't sit right with me.

Next time call AppleCare and have them do the writeup before going into the store. The store required to do any repairs that the phone tech ordered. It also may get you a "Product Specialist" who is more than simple tech support and are authorized to do a replacement if you continue to have trouble.

I'd love to do this, but I believe you have to be an actual AppleCare member or be within 90 days of your purchase date to get this kind of tech support. My lady almost hung up on me when I told her I wasn't an AppleCare member, luckily she was willing to listen to my situation.

last time i was in the indy apple store the genius' seemed very nice, i wonder why you got blown off like that

They usually are helpful. I've gotten countless iPhones replaced there. Just this particular genius was stubborn.

This isn't wrong or right. Repair times always vary from day to day. The only problem I see here is IF the Genius told you that the computer would be shipped today or the next day. Repair times are quick once the Depot gets it so it's a matter of when the Apple Store ships it. I always inform customers that repairs usually have good turnaround times but can sometimes takes a few weeks. Again, nothing really wrong unless Genius member gave you a timeline.

I should have mentioned it in my original post, but YES, David the Genius told me my computer would be shipped out that night. And it clearly wasn't. He even told me I'd likely have the computer back within five days.

 

[iLog.Genius]

Well if your computer has been shipped, that's good. If you're curious or want to state a complaint, best thing to do is call up the Apple Store you dealt with and ask why the computer wasn't shipped like you were told. AppleCare can't really do anything.

 

[thiagos]

I would file a claim with the Better Business Bureau (www.bbb.org). You might not get any money back from this incident but if we all keep quiet and never file a complaint, there's no way the headquarters will ever know that their customers are unsatisfied.

You might not get any money reward but trust me, you will get your satisfaction back in the long run...

The computer was not free, it was your hard earned money, therefore they have to make you happy.

 

[emt1]

Last week Wednesday I took my uMBP in for a loose battery cover and screen hinge, and a failing ethernet port. It might be worth mentioning that this is the second time in a month that it has been in for a fried ethernet port. They shipped it out and replaced the logicboard and all was fine and dandy a few days later.

Well this time seems to be a different story. The genius, who was very rude, just wanted to order a new battery cover and ignore the screen hinge issue until I told him about the ethernet port. He said he was going to do me a favor by mentioning the loose battery cover/screen hinge in the write-up for the ethernet port. I walked out of the store fairly dissapointed that I would have to be without my MBP for another few days. I half expected the computer to be just replaced on the spot. Oh well, I figured I'd have it back by the end of the weekend.

I anxiously kept checking the repair status online and all I got was "Product Shipment Pending." I figured it was no biggie and that my computer was already shipped out. Well days passed without the status changing so I called AppleCare yesterday morning. The lady was very nice and assured me that my computer was already repaired and was ready to be shipped back fairly soon, the status had just been forgotten to be updated.

I'm a little annoyed because I checked the status once again today and it was finally updated. It appears that the Apple store shipped my computer out JUST yesterday after I called because the repair center got my computer today. (See pic attached)

Is this something worth being upset about? I mean my $3000 MBP had been sitting in an Apple store for five days, doing absolutely nothing, all the while I've been stuck using my iPhone and borrowing my dad's laptop. I've had a large amount of school work and having my own computer would have been just great. I find it ridiculous.

You have no proof that it was "sitting in the store for 5 days". You also have no proof of when they shipped it out, or when the facility received it. All you know is that they received it on or before 4/20/09.

 

[uiop.]

I would file a claim with the Better Business Bureau (www.bbb.org). You might not get any money back from this incident but if we all keep quiet and never file a complaint, there's no way the headquarters will ever know that their customers are unsatisfied.

You might not get any money reward but trust me, you will get your satisfaction back in the long run...

The computer was not free, it was your hard earned money, therefore they have to make you happy.

I'm going to look into it. Thanks.

You have no proof that it was "sitting in the store for 5 days". You also have no proof of when they shipped it out, or when the facility received it. All you know is that they received it on or before 4/20/09.

"Product shipment pending (15-Apr-2009)"
"Product received by repair center (20-Apr-2009)"

I highly doubt that my computer was just scanned at random.

If nothing else, it shouldn't have taken this long. When it was repaired for that same issue last month (sounds ridiculous even saying that), I had it back four days after I dropped it off. I have more than enough reason to be upset. I expect better service with a $3K laptop.

 

[Apple Corps]

I don't understand your complaint - the 15th was a Wednesday - if the computer shipped out on Thursday the repair facility might or might o get it by Friday - next delivery day is Monday - when it was received.

 

[aethelbert]

They usually are helpful. I've gotten countless iPhones replaced there. Just this particular genius was stubborn.

Quite the opposite from my experiences. Every time I tried to get something fixed there, some condescending know-it-all would go through every means in attempt to prove me wrong before fixing the problem. I've just resorted to the phone service in recent years- it's just as quick and it saves me a drive.

You have no proof that it was "sitting in the store for 5 days". You also have no proof of when they shipped it out, or when the facility received it. All you know is that they received it on or before 4/20/09.

I had a similar situation a few years back. I called the store (same one as the OP) and it was still there after about a week... All of the other repair orders had been shipped out, but mine seemed to be sitting in a corner by itself.

I don't understand your complaint - the 15th was a Wednesday - if the computer shipped out on Thursday the repair facility might or might o get it by Friday - next delivery day is Monday - when it was received.

Normally stuff gets sent out at closing time via an overnight service from what I have been told and experienced.

 

[drewsof07]

Quite the opposite from my experiences. Every time I tried to get something fixed there, some condescending know-it-all would go through every means in attempt to prove me wrong before fixing the problem. I've just resorted to the phone service in recent years- it's just as quick and it saves me a drive.

+1 for me, I've waited 7+ days for a repair through the store. All of my mail-in repairs have been returned the day after repair completed. 3 days is usually how long it takes for me (1 day shipped to depot, 1 day repair, next day returned to me)

 

[iLog.Genius]

Again, repair time will vary and people need to know that. Could be 3 days, 1 week or even 2 weeks. People shouldn't think they will get it back right away unless they're told but even they shouldn't count on whoever tells them. Once it's shipped you no one knows when it's returned. I guess the real problem here is that the OP was told x days and obviously that didn't happen. AppleCare/Genius should never tell a customer when they should expect the repair to be completed. The only exception is if the repair is done in the store.

 

[uiop.]

Quite the opposite from my experiences. Every time I tried to get something fixed there, some condescending know-it-all would go through every means in attempt to prove me wrong before fixing the problem. I've just resorted to the phone service in recent years- it's just as quick and it saves me a drive.


I had a similar situation a few years back. I called the store (same one as the OP) and it was still there after about a week... All of the other repair orders had been shipped out, but mine seemed to be sitting in a corner by itself.

Agh. So you use the Keystone Apple Store too? My confidence in that store is going down by the minute as I read your post. I'm going to buy AppleCare for my MBP when I go to pick it up (hopefully sometime this week) just so I'll have an extended warranty and phone support so I won't have to deal with Keystone.

 

[uiop.]

AppleCare/Genius should never tell a customer when they should expect the repair to be completed.

Exactly.

 

[sn00pie]

I would lodge a complaint against the specific Apple store and the Apple genius you dealt with. It's people like that who disintegrate the image of a company that is quite good with customer support.

If you've got time, fire off an email to sjobs@mac.com.

 

[Scottsdale]

The problem is there are some bad "geniuses" out there. I hate it when they don't care or act like they are doing us a favor. It is not the Apple way.

I would advise you NOT waste your time with BBB. The system is a joke. For companies that pay for membership, they don't get any bad press. They hold small companies hostage when they will not pay for membership. If a big company is a member, no bad information will result. It is a waste of time. The BBB system is seriously flawed.

I would send a complaint to Apple, and ask them for something since you went without your $3k Mac for far too long. Even two days is too long in my opinion. They shouldn't take your computer and sit on it for a single day.

Good luck with your MBP and your complaint.

 

[aethelbert]

Agh. So you use the Keystone Apple Store too? My confidence in that store is going down by the minute as I read your post. I'm going to buy AppleCare for my MBP when I go to pick it up (hopefully sometime this week) just so I'll have an extended warranty and phone support so I won't have to deal with Keystone.

I would imagine that it is probably a similar situation across many of the stores. I've tried to avoid it at all costs. The one time that I had to go there was to pick up an Airline adapter last minute, I had to wait over an hour for the guy to come back after retrieving it from the back room as they're not on display. I've found a nice authorized repair center near the office in Cologne that gets the work done in only a few hours, so that also makes a nice alternative for me when I'm on that side of the pond.

I don't think that you should be filing a complaint here as they really didn't do anything wrong. The people on the phone wouldn't have known any better as their resources are limited. However, you can learn for the future: Using the phone and mail-in support will work just as well for you, aside from saving all of that wasted gas from sitting at stoplights on 86th street...

 

[uiop.]

I just got back from the Apple store and I do have my MBP. I'm might just be being picky but...

The good news:
-The Main Logic Board, Left Fan, Right Fan, Cover, and Clutch were replaced. The Clutch is apparently the black strip under the screen; it was loose on my MBP.

The bad news:
-I was treated like dirt at the Keystone Apple Store. The female helping me simply handed me my computer and papers and didn't say a word. I asked her what they did to repair it, her response "Read page two." I signed signed the sheet and walked out.



My experience with this machine has been nothing but negative for last month or so. I will be calling Apple tomorrow. Nevertheless, I'm thankful to have my Mac back.

 

[MVApple]

I just got back from the Apple store and I do have my MBP. I'm might just be being picky but...

The good news:
-The Main Logic Board, Left Fan, Right Fan, Cover, and Clutch were replaced. The Clutch is apparently the black strip under the screen; it was loose on my MBP.

The bad news:
-I was treated like dirt at the Keystone Apple Store. The female helping me simply handed me my computer and papers and didn't say a word. I asked her what they did to repair it, her response "Read page two." I signed signed the sheet and walked out.



My experience with this machine has been nothing but negative for last month or so. I will be calling Apple tomorrow. Nevertheless, I'm thankful to have my Mac back.

Was your computer returned in the same condition you sent it in? Meaning it doesn't have dings, scratches, or marks that weren't there before? I'm curious as I've heard some stories of people's notebooks being man-handled during the repair process.

Also, is it possible to get your notebook repaired from a 3rd party? I see that there are "Service Providers" listed at the Apple page. I would think that taking them in to one of these places would be better if they are a small store and you can receive individual attention and actually talk to the person repairing it. I would think they would be more inclined to do things right since they have to see you and they can put a face to your notebook. Not just some "chump" in some state.

 

[jbrenn]

Was your computer returned in the same condition you sent it in? Meaning it doesn't have dings, scratches, or marks that weren't there before? I'm curious as I've heard some stories of people's notebooks being man-handled during the repair process.

Also, is it possible to get your notebook repaired from a 3rd party? I see that there are "Service Providers" listed at the Apple page. I would think that taking them in to one of these places would be better if they are a small store and you can receive individual attention and actually talk to the person repairing it. I would think they would be more inclined to do things right since they have to see you and they can put a face to your notebook. Not just some "chump" in some state.

I have had my macbook pro returned damaged by apple. There was a wave near the power button and a ding on the back corner. I told the person that it was damaged during the repair and they said it was like that when we got it. Even though the paperwork said minor scratching. I argued with them and they still would not fix it. So I left and drove to another store and they looked at it and sent it back to be fixed. It is now ready to be picked up so i will see in the morning. Yes you can get it repaired from an authorized service center. For me the apple store is closer.

 

[uiop.]

Was your computer returned in the same condition you sent it in? Meaning it doesn't have dings, scratches, or marks that weren't there before? I'm curious as I've heard some stories of people's notebooks being man-handled during the repair process.

Also, is it possible to get your notebook repaired from a 3rd party? I see that there are "Service Providers" listed at the Apple page. I would think that taking them in to one of these places would be better if they are a small store and you can receive individual attention and actually talk to the person repairing it. I would think they would be more inclined to do things right since they have to see you and they can put a face to your notebook. Not just some "chump" in some state.

Nope, my MBP was filthy upon return...dirt marks all over and the screen had debris on it.

They sent it to some place in Texas, where the genius referred to it as the "depot." I honestly am going to do my best to not go to this Apple store for service anymore. I'm going to get AppleCare as well, so I can use the phone support if need be.