Been offered a replacement - Should i take it?

Discussion in 'MacBook' started by jamin100, Dec 2, 2008.

  1. jamin100 macrumors 6502

    Joined:
    Sep 22, 2008
    #1
    Here's the story.
    I brought a refurbished whitebook from apple a month ago.
    Within that month i've had to have the logic board replaced and the keyboard/topcase replaced.

    Now the Isight light keeps coming on and stopping me from using the camera. It does this roughly every 4-5 boots. Its not a major issue but hey its an issue.

    I've been through all the trouble shooting steps with support, such as resetting PRAM and SMC and they think that the logic board will need replacing again.

    I'm not to happy with this as like i said its only a month old. I was recomended by the tech to call aftersales and explain the problem and request a replacement machine.

    I was informed by aftersales that because it was a refurbished machine i wasnt elidgable for a replacement.

    well i wasnt too happy about this so i sent an email off to Mr Jobs and one of his VIP customer relations people phoned me today. She's trying to find a replacement for me. I'm guessing it will be another refurb the same spec as i brought which isnt a problem.

    The problem i have now is,

    1. on my machine i have upgraded the HD
    2. I have also upgraed the RAM
    3. I have brought applecare

    I know that i will be able to transfer the RAM and HD easily but what about the applecare. I literally brought it at the weekend and its still registering.

    Dont get me wrong, At the time i was made and this is what made me send off my rant to steve. But over the weekend i just resided my self to live with it. The refurb I recieved was in really good condition and i was pleased with the cosmetics of the machine. I'm worried that if i do get a replacement it wont be in as good condition

    EIDT: I've just recieved an email from apple with an order number for a replacement refurb
     
  2. dukebound85 macrumors P6

    dukebound85

    Joined:
    Jul 17, 2005
    Location:
    5045 feet above sea level
    #2
    im sure apple can pull the strings to make sure the applecare is transferred
     
  3. jamin100 thread starter macrumors 6502

    Joined:
    Sep 22, 2008
    #3
    Yeh i really hope so. Otherwise i'm going to stick to the origional machine.
     
  4. lscangus macrumors 6502

    Joined:
    Jul 29, 2003
    Location:
    Newcastle, UK
    #4
    How long till Mr Jobs has replied on you?i have sent him an email a few hours ago. look forward to his reply.
     
  5. jamin100 thread starter macrumors 6502

    Joined:
    Sep 22, 2008
  6. silverblack macrumors 68020

    silverblack

    Joined:
    Nov 27, 2007
    #6
    If you don't take the replacement, what are you going to do when something else break next week, and the week after?
     
  7. alphaod macrumors Core

    alphaod

    Joined:
    Feb 9, 2008
    Location:
    NYC
    #7
    Yeah they can transfer it. I chose to have mine refunded.
     
  8. lscangus macrumors 6502

    Joined:
    Jul 29, 2003
    Location:
    Newcastle, UK
    #8
    Great, then i should give them a few days for reaction.

    i thought jobs is going to ignore my email

    Angus
     
  9. danvan21 macrumors regular

    Joined:
    Mar 27, 2008
    #9
    IN August i bought a refurbished blackbook and the trackpad broke a total of 4 times and the hing broke twice. 3 weeks ago apple sent me a brand new aluminum macbook. I believe their policy is replacment no matter what. I just called apple care and asked for a new one and they said OK. Ask for a product specialist and explain your situation. YOu should get a new one.

    EDIT:eek:k, well you got a replacment and apple care can be transfered
     
  10. jamin100 thread starter macrumors 6502

    Joined:
    Sep 22, 2008
    #10
    Yeh i've had the confirmation that i have another refurb on the way.
    I've had the email confirming that it has been shipped and "should" be here tomorrow.

    I get to keep the two macbooks side by side for a few days just to make sure everything is ok.
     
  11. danvan21 macrumors regular

    Joined:
    Mar 27, 2008
    #11
    To be honest, that sucks. Future refernce, call applecare and ask for a product specialist right away. Thats why I got a new one and you didnt, no offence.
     
  12. jamin100 thread starter macrumors 6502

    Joined:
    Sep 22, 2008
    #12
    Difference being though i only paid £529 for my whitebook which is the lowest model. There not really going to replace it with an aluminum one which costs over £900. I think the best i could of hoped for was the new revision whitebook with the superdrive. But to be honest as long as the machine i get works then i'm not bothered.
     
  13. molala macrumors 6502a

    Joined:
    Oct 25, 2008
    Location:
    Cambridge, UK
    #13
    I think they only replace with a new model when your computer has been broken a few times (4 times seems to be minimum from what i've read). Otherwise, they'll replace it with the same model, which they still have in stock.
     
  14. Molopo macrumors regular

    Joined:
    Jul 23, 2008
    #14
    I've gotta say, it's surprising how many emails sent to Jobs are actually read and responded to....
     
  15. six.four macrumors 6502

    Joined:
    Oct 24, 2008
    #15
    Yes. Replacement option is only available when there are 3 hardware failures of the same type within a 12 month period. Otherwise, you will only get a repair. The replacement will be the same model if it is still available.

    You do know that it's not actually steve jobs answering the emails right?

    You didn't get a replacement because you called and asked for a product specialist. You got a replacement because of multiple consecutive failures. Technically, you could have asked for a replacement after your 3rd trackpad failure.

    That's just blatantly incorrect.
     
  16. danvan21 macrumors regular

    Joined:
    Mar 27, 2008
    #16

    i had a refurb and they replaced it with a brand new aluminum macbook. I was told by the product specialist that if a computer breaks 3 times then they will replace it with a new computer. If they no longer offer that computer, they didn offer the blackbook anymore, they will replace it with a computer with the same specs. So i got the 2.4ghz with 250gs of memory. That is their policy. The OP got screwed by a person who didnt know what they were doing.
     
  17. six.four macrumors 6502

    Joined:
    Oct 24, 2008
    #17
    the OP didn't have 3 repairs - he/she didn't get "screwed".

    If anything, the OP got the better end of the deal - getting a replacement with only 1 repair - not something apple does.
     
  18. descartes macrumors 6502

    Joined:
    Apr 24, 2006
    #18
    sounds like you got an exceptional deal.
     
  19. clyde2801 macrumors 601

    clyde2801

    Joined:
    Mar 6, 2008
    Location:
    In the land of no hills and red dirt.
    #19
    Can't you just swap back the original hard drive and ram?

    I've also heard a lot of threads and stories about people buying refurbs and getting extras (extra ram, bigger hard drives, etc). Cross your fingers and hope this is the case.

    Or tell them that you want YOUR hard drive in the new refurb. to the Applecare product specialist. When you've got them on the phone, verify with them that you'll be able to transfer the balance of your applecare to the new machine.

    Apple is entitled to replace your unit with one that has the same or better original specs. If it's convenient for them to do so, they'll replace your unit with either a refurb or a non refurb model they've got sitting around. Go to a genius bar, and you'll probably see someone getting an older ipod replaced under warranty, and they'll pull out a small cardboard box with the same model ipod.

    If its not convenient for apple to do this, they'll replace it with a higher spec'ed or new equivalent model.

    Good luck.
     
  20. jamin100 thread starter macrumors 6502

    Joined:
    Sep 22, 2008
    #20
    ok, the replacement has been delivered today, which is great considering it was ordered yesterday and is now waiting at home for me.

    Am i ok to just swap the hard drives out or will I have to re-install OS X again?

    The computer should be exactly the same spec as the one i have already..
     
  21. jamin100 thread starter macrumors 6502

    Joined:
    Sep 22, 2008
    #21
    UPDATE:

    Ok well i've had chance to look over the replacement now and all is not well.

    1. The topcase has not been fitted to the machine properly and there is a gap about 3 inches long above the combo drive.

    2. It appears that the screen does not sit properly when shut and therefore some parts of the screen touch the keys and there are some slight marks on the screen.

    Have just emailed the woman who was dealing with my case so hopefully she'll get back to me tomorrow.

    Ben
     
  22. six.four macrumors 6502

    Joined:
    Oct 24, 2008
    #22
    ... and thus why apple doesn't normally replace your computer on the first 3 repairs - there's a chance you'll just get a laptop that's worse off. For most people, they're better off just getting their laptops repaired. Who knows how many laptops you'll go through to get your "perfect" laptop.
     
  23. imapfsr macrumors regular

    imapfsr

    Joined:
    Feb 14, 2008
    Location:
    Victoria, B.C.
    #23
    Ben, if you dont mind me asking...what was the email address you used to reach MrJobs, I am also looking to reach for the top.
    Thanks
    Todd
     
  24. jamin100 thread starter macrumors 6502

    Joined:
    Sep 22, 2008
    #24
    I'm not expecting a "perfect machine" I know that i brought a refurb and that it may be marked slightly. But if i had recieved this as my first refurb then it would have gone back also. The fact that the case is not on properly is a big deal in my opinion.

    sjobs@apple.com
     
  25. VSMacOne macrumors 601

    VSMacOne

    Joined:
    Oct 18, 2008
    #25
    There's a big chance she might just get you a brand new one this time around!
     

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