Apple's Capture Program

Discussion in 'MacBook Pro' started by TJaames, May 7, 2010.

  1. TJaames macrumors member

    Joined:
    May 4, 2010
    #1
    As some of you know, my two day old 17" MBP failed 2 days after receiving it.
    After sending it to Apple to get fixed 3 days ago, I just received this email.

    Important repair request

    Dear Taylor,

    I am excited to inform you that your computer qualifies for Apple's Capture
    Program.

    What is the Capture Program?

    When Apple launches a new product we are required to take samples of all the
    failures. This process helps Apple Produce a better future model.

    At this time you have two options.

    Option 1:
    -Continue with repair of your original unit. You may want to select this option
    if there is data on the faulty computer that you have not backed up.
    Apple cannot transfer your old data to your new computer.
    Please note: Generally repair is faster then replacement.

    Option 2:
    -Request a new machine. You will not be required to pay anything. Apple will
    ship you a new unit from the warehouse. Any power adapters, cables, and software
    you currently posses from the old unit, you are entitled to keep. If you have a
    refurbished unit you will be receiving a new unit. The new unit will be the
    exact replica of your original purchase unless otherwise discussed.

    Generally your new Mac will ship from the warehouse in 24 hours. If your
    computer has paid upgrades then it can take 1-3 days. Once your computer ships,
    I will forward you the tracking information. The Fed Ex tracking information
    will provide you with an estimated delivery day.

    After your new unit has been delivered I will send a follow-up email that
    includes all the handling information about AppleCare. Also included in that
    email will be your one-year limited warranty. Please keep the warranty for your
    records.

    Please elect from your two options by responding to this email.

    Reply: repair - for repair. We will process the request, repair and return the
    unit as soon as possible.

    If you would like a new computer please fill out the following template.

    Name:
    Phone:
    Address: (shipping address)
    Email Address:


    Please be advised, Apple reserves the right to move your unit on to repair if
    you have not suggested otherwise within 24 hours.

    Thank you.

    Sincerely,

    Charles Fontaine
    Apple

    P. S. If you wish to reach me regarding this case, please contact me at
    1-877-388-0879 x40630. I currently work Monday, Tuesday, Wednesday, Friday, and
    Saturday 12pm-8:00pm CST. If you reach my voicemail, please leave your name,
    phone number, case number and the best time to reach you. If you prefer--or if
    you need assistance with a different issue--please contact Apple at
    1-800-275-2273 or http://www.apple.com/support.

    Have you been introduced to Apple Expert?

    Jump start your next support call by creating a case online first. Let us know
    the best time to reach you, and we'll connect you to an Apple Expert with the
    answers. Check out Apple Expert today!

    http://www.apple.com/support/expert
    (Available only in the United States and Canada)


    I opted for the new system, as I figured its a free charger and I didn't really get the chance to install anything on the old system anyway.
    The only thing that I am a little curious about is the fact that the email makes this "Capture Program" sound like a huge honor to be a part of. I'm sorry, but this entire ordeal is a huge headache, and you're "excited to inform me" that there's a problem. Before reading on, I thought there would be some sort of benefit for being a part of this fantastic program, but I was sadly mistaken.
     
  2. RossMc macrumors 65816

    RossMc

    Joined:
    Apr 30, 2010
    Location:
    Newcastle, UK
    #2
    When reading through the Email I thought at the end you were going to get something extra as the person who emailed you said "I am excited to inform you"

    But its just the same as a normal repair:p
     
  3. slpdLoad macrumors 6502a

    slpdLoad

    Joined:
    Jun 10, 2009
    #3
    That is typical stock letter writing, nothing to get upset about. You got lucky, and get a brand new machine.
     
  4. TJaames thread starter macrumors member

    Joined:
    May 4, 2010
    #4
    The machine was a week old, regardless. I wouldn't mind either way, I'm taking the 2nd option simply because I don't want whatever happened to happen again. I'm not upset at all, I just think it is kind of an odd way to ask how I would like it fixed.
     
  5. runebinder macrumors 6502a

    runebinder

    Joined:
    Apr 2, 2009
    Location:
    Nottingham, UK
    #5
    If you get a lemon and it's 2 days old, a replacement should be standard, not lucky. Especially considering the price paid.

    What model did you have OP?
     
  6. TJaames thread starter macrumors member

    Joined:
    May 4, 2010

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