AppleCare Lied...

[drewsof07]

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.

I've had similar experiences with the Texas depot. My most recent repair went to Memphis and I have nothing but good things to say about it! Arrived back clean and in better shape than it left! They had wiped it with a damp cloth (I could see some streaking on the screen), something that had never been done before. My first MBP was covered in greasy fingerprints, scratched, screws stripped, and dented by the Texas depot. I don't know if you can request a depot, but I would recommend the Memphis one if possible

Also, I ALWAYS recommend having detailed pictures of your computer before it is sent for repair. Just in case something happens while it's there (especially aesthetic) because they will tell you "well it could've happened before we got the computer" But if you have visual evidence, it no longer ends with your word against theirs

 

[jbrenn]

I've had similar experiences with the Texas depot. My most recent repair went to Memphis and I have nothing but good things to say about it! Arrived back clean and in better shape than it left! They had wiped it with a damp cloth (I could see some streaking on the screen), something that had never been done before. My first MBP was covered in greasy fingerprints, scratched, screws stripped, and dented by the Texas depot. I don't know if you can request a depot, but I would recommend the Memphis one if possible

Also, I ALWAYS recommend having detailed pictures of your computer before it is sent for repair. Just in case something happens while it's there (especially aesthetic) because they will tell you "well it could've happened before we got the computer" But if you have visual evidence, it no longer ends with your word against theirs

I think it is done by your location and what depot has the parts you need. Since I live in Texas my repairs will almost always go to Houston.

 

[Sun Baked]

McDonald's lied to me, the cashier said the new sandwich was tasty.

But the wrapper tasted better.

 

[snowmoon]

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.

Yes, in the future call AppleCare directly. They may still recommend you bring it into the store, but the diagnosis will be pre-done. They have to do what AppleCare recommends. This will at least remove the dirty looks from the store employees.

And yes, I've had a "manager" lie straight to my face about repairs claiming that dust under a MBP2,2 was an "environmental" problem.

 

[uiop.]

I've had similar experiences with the Texas depot. My most recent repair went to Memphis and I have nothing but good things to say about it! Arrived back clean and in better shape than it left! They had wiped it with a damp cloth (I could see some streaking on the screen), something that had never been done before. My first MBP was covered in greasy fingerprints, scratched, screws stripped, and dented by the Texas depot. I don't know if you can request a depot, but I would recommend the Memphis one if possible

Also, I ALWAYS recommend having detailed pictures of your computer before it is sent for repair. Just in case something happens while it's there (especially aesthetic) because they will tell you "well it could've happened before we got the computer" But if you have visual evidence, it no longer ends with your word against theirs

Yeah its odd because the last time it was sent to Texas for repair, it came back in pristine condition. Now, not so much. "Julie," the lady who repaired my Mac, seems to be a bit sloppy.

I think it is done by your location and what depot has the parts you need. Since I live in Texas my repairs will almost always go to Houston.

I don't know though. I live in Indianapolis and they skipped right over the Memphis repair center. It might just depend on the store- IE each store could be assigned a repair center.

McDonald's lied to me, the cashier said the new sandwich was tasty.

But the wrapper tasted better.

Did you call McDonalds to complain?

Yes, in the future call AppleCare directly. They may still recommend you bring it into the store, but the diagnosis will be pre-done. They have to do what AppleCare recommends. This will at least remove the dirty looks from the store employees.

And yes, I've had a "manager" lie straight to my face about repairs claiming that dust under a MBP2,2 was an "environmental" problem.

Exactly. From my experiences, the AppleCare representatives tend to be friendlier and more helpful than the geniuses.

 

[bruinsrme]

Wow that must stink to have to dend your computer in for repairs.

 

[mikes70mustang]

lodge a compliant, be respectful but firm. You have to be right next to that edge of being mean. But yah, complain about the specific genius. Complain to enough people about a legit problem and something will be done.

 

[uiop.]

lodge a compliant, be respectful but firm. You have to be right next to that edge of being mean. But yah, complain about the specific genius. Complain to enough people about a legit problem and something will be done.

I called AppleCare this afternoon and the guy posted my issue as feedback to Apple.

Is there any way I can email Apple and get a reply?

 

[jlpoore89]

I've had a bad experience with the Houston depot as well. Dropped my MBP of at a store in Houston and it still took them over 2 weeks to send it halfway across the city and repair it.

I was home for spring break from school so I was gonna have them send it back to the store because they told me that the repairs would take about 5 days haha, but they had to wait 2 weeks for a display to come in. Every time I called the applecare, and even spoke directly with the service depot, they told me that the display would be in the next day that they received parts daily.

But after 2 weeks I was halfway across the country in school, so I had to call them and change it to come back to where I go to college. It took me 3 days and arguing with countless numbers of people to get them to change the address after they told me it couldn't even be done.

Then when they sent it back to me they didn't even put my name anywhere on the box or on the papers inside the box. So when I went to pick it up at the office at my university that receives UPS and Fed-Ex shipments they couldn't give it to me because they couldn't verify that it was my package. I had to go find the original receipt with my name and serial number on it to prove that it was my laptop.

And this was the third time I had sent my laptop off for the same repair but every time they just sent it back even with Genius and Manager overrides.

 

[aristobrat]

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

Fedex pickup times vary by store. The store near me gets picked up around 5pm.

-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.

I guess she could have flipped to page two and read it there with you, but it's almost always a Specialist that goes in the back to fetch pickups for customers, and Specialists have nothing to do with the actual repair itself, so asking them anything specific about your particular repair is almost always going to be a short conversation (since they know nothing about the details).

I'm going to get AppleCare as well, so I can use the phone support if need be.

You can use phone support after the first 90 days for hardware issues without buying AppleCare. They haven't ever sounded thrilled about doing that in the past when I've called about that, but they have to honor the hardware warranty, and for laptops, I've seen nothing that requires them to make you visit a store vs. sending you the overnight box to do the return yourself.

 

[uiop.]

I'm really just about to throw in the towel on this whole situation. I sent an email to sjobs@apple.com but that's about it.

Any other sure way of being heard by Apple?

I guess she could have flipped to page two and read it there with you, but it's almost always a Specialist that goes in the back to fetch pickups for customers, and Specialists have nothing to do with the actual repair itself, so asking them anything specific about your particular repair is almost always going to be a short conversation (since they know nothing about the details).


You can use phone support after the first 90 days for hardware issues without buying AppleCare. They haven't ever sounded thrilled about doing that in the past when I've called about that, but they have to honor the hardware warranty, and for laptops, I've seen nothing that requires them to make you visit a store vs. sending you the overnight box to do the return yourself.

Yeah I understand that.

My computer is unfortunately outside of the 90 day window.

 

[uiop.]

I've had a bad experience with the Houston depot as well. Dropped my MBP of at a store in Houston and it still took them over 2 weeks to send it halfway across the city and repair it.

I was home for spring break from school so I was gonna have them send it back to the store because they told me that the repairs would take about 5 days haha, but they had to wait 2 weeks for a display to come in. Every time I called the applecare, and even spoke directly with the service depot, they told me that the display would be in the next day that they received parts daily.

But after 2 weeks I was halfway across the country in school, so I had to call them and change it to come back to where I go to college. It took me 3 days and arguing with countless numbers of people to get them to change the address after they told me it couldn't even be done.

Then when they sent it back to me they didn't even put my name anywhere on the box or on the papers inside the box. So when I went to pick it up at the office at my university that receives UPS and Fed-Ex shipments they couldn't give it to me because they couldn't verify that it was my package. I had to go find the original receipt with my name and serial number on it to prove that it was my laptop.

And this was the third time I had sent my laptop off for the same repair but every time they just sent it back even with Genius and Manager overrides.

That's ridiculous. Did you do anything about it?

 

[drewsof07]

Any other sure way of being heard by Apple?

Call Applecare. Ask for "Customer Relations."

And that 90 day rule only applies to software issues requiring them to guide you through steps to fix something. You're still covered for hardware and warranty issues over the phone, they just bitch and moan and tell you "Unfortunately your phone support expired XX days ago, but if I can get your credit card info we can go ahead and apply the Applecare extended warranty to this product to assist you further" To which I replied

 

[Sun Baked]

Did you call McDonalds to complain?

Are you crazy, the first one was a 99 cent introductory coupon, complaining may actually have gotten me a second one for free.

 

[uiop.]

Update- The ethernet is acting up...once again. This is getting ridiculous. It's connected to the internet just fine, but it can't be seen on my network which means no music streaming or file sharing, etc. This is how the other "failures" began too. It sounds more like a software problem at this point and I am in no mood to try to figure it out.

Are you crazy, the first one was a 99 cent introductory coupon, complaining may actually have gotten me a second one for free.

I was joking. That would be a bit much.

 

[lozanoj83]

Call Apple and tell them to transfer you directly to a customer service level tier 2 support. Explain to them whats going on,how its acting up again and that you want a mail in repair and are very dissatisfied with service that you have been given in the past weeks. After he sets up your repair tell your agent that you want to be compensated for your loss of time. Just tell them time = money and you have wasted a lot of my time which in turn is money. Your agent should transfer you to another department and there you can bargain for an item that you may need from apple. *I received an iPod nano 16GB and a Incase backpack for all the **** I went through*

So call, and just follow the steps.

 

[goMac]

Update- The ethernet is acting up...once again. This is getting ridiculous. It's connected to the internet just fine, but it can't be seen on my network which means no music streaming or file sharing, etc. This is how the other "failures" began too. It sounds more like a software problem at this point and I am in no mood to try to figure it out.

Sounds like your router and not the computer, quite honestly.

 

[uiop.]

Sounds like your router and not the computer, quite honestly.

Its not the router as other computers connected to the network don't have the issue. Apple has tested the ethernet port each time in their store and it didn't work properly either. The wifi works fine though.

 

[uiop.]

Call Apple and tell them to transfer you directly to a customer service level tier 2 support. Explain to them whats going on,how its acting up again and that you want a mail in repair and are very dissatisfied with service that you have been given in the past weeks. After he sets up your repair tell your agent that you want to be compensated for your loss of time. Just tell them time = money and you have wasted a lot of my time which in turn is money. Your agent should transfer you to another department and there you can bargain for an item that you may need from apple. *I received an iPod nano 16GB and a Incase backpack for all the **** I went through*

So call, and just follow the steps.

I am going to call them again, without a doubt. I'm beyond upset about this situation. I am going to wait a few days though because if it's the same issue as before, this ethernet port too will be completely non-functional soon.

 

[goMac]

Its not the router as other computers connected to the network don't have the issue. Apple has tested the ethernet port each time in their store and it didn't work properly either. The wifi works fine though.

I dunno, going through three different ethernet ports on three different boards is.... odd...

I've worked years as a Mac tech and I've never ever seen that happen.

Generally if you can get internet, it's not a hardware problem.

 

[yojitani]

I haven't read through the whole thread so sorry if this has been said. First to your computer not being seen on the network, you may need to check your 'sharing' preferences. Make sure you have file sharing checked, access for all users should be on (or you can specify users, but I don't bother with that).

As to the whole repair debacle, they are pretty useless about updating that system properly. The last time I sent my computer in, according to the tracking site it was being repaired after it had been returned to me. And once finally updated (i was watching for my amusement), it apparently shipped from their facilities before I called them. I usually ship it to someplace in Tennessee, I think.

 

[kvasir]

+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)

I've had awesome experience with phone support, but the Geniuses I have dealt with are rude. My power brick on my MBP burned up (literally burned a hole and melted the magsafe adapter) and the guy told me I must have done something wrong. Really? After I made a fuss and said how it was a fire hazard and I was lucky I was home he made the replacement noting "it's the only one you're going to get. Don't expect this treatment again." I reported him to Apple corporate, but I'm sure nothing happened.

I'm with drews, I have an Apple store about 25 minutes away, but I'd rather mail it in.

 

[uiop.]

I haven't read through the whole thread so sorry if this has been said. First to your computer not being seen on the network, you may need to check your 'sharing' preferences. Make sure you have file sharing checked, access for all users should be on (or you can specify users, but I don't bother with that).

As to the whole repair debacle, they are pretty useless about updating that system properly. The last time I sent my computer in, according to the tracking site it was being repaired after it had been returned to me. And once finally updated (i was watching for my amusement), it apparently shipped from their facilities before I called them. I usually ship it to someplace in Tennessee, I think.

Yeah I do agree that the system might be flawed, but the documents I received when I got my computer back stated that the computer didn't get to the depot until five days after I brought it to the Apple store.
I'm 100% sure all my sharing preferences are correct. Who knows what the deal is, everything was working perfectly for the past two days and now it just started acting up for the third time. If I do have to take it back to the Apple store (I'm praying on my knees hoping I won't), I'm going to take in the entire folder of service papers and documents for this computer in attempt to get my point across.

 

[uiop.]

I've had awesome experience with phone support, but the Geniuses I have dealt with are rude. My power brick on my MBP burned up (literally burned a hole and melted the magsafe adapter) and the guy told me I must have done something wrong. Really? After I made a fuss and said how it was a fire hazard and I was lucky I was home he made the replacement noting "it's the only one you're going to get. Don't expect this treatment again." I reported him to Apple corporate, but I'm sure nothing happened.

I'm with drews, I have an Apple store about 25 minutes away, but I'd rather mail it in.

That's sad.
Some people don't get the concept of treating other how you'd like to be treated.

 

[yojitani]

I'm 100% sure all my sharing preferences are correct. Who knows what the deal is, everything was working perfectly for the past two days and now it just started acting up for the third time. If I do have to take it back to the Apple store (I'm praying on my knees hoping I won't), I'm going to take in the entire folder of service papers and documents for this computer in attempt to get my point across.

I agree with goMac that it would have to be extremely bad luck and highly improbable (though not impossible) to have this happen three times. That's not to say I don't believe you or anything - a member here went through 3 faulty macbooks a few years ago, so you never know!

Why don't you ask for some tech help here first? There could be something slightly off about your settings that is causing this to happen. Can you connect to your network wirelessly? Do you experience the same problem with a wireless connection?