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Case cracking - who do I contact?

waynechriss said:
Thread starter:

You got the bezzle around the screen replaced too?! Damn the Apple guy at the store told me that he could only replaced the top case around the keyboard because the plastic around the screen wasn't "covered" in their free case replacement policy. This is b.s cuz i have a crack on the top of there just like yours.
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Make another appointment and get a different genius. :D Show them this haha. I'll take a picture of my receipt too if you want so they won't be like "he did that himself". But that's BS, but I have seen a lot of that regarding this topic. Seems that different Apple stores, or even employees treat the topic different. But even if the evaluate it on a case by case basis, if there's cracks up top they should replace it. But let me know what you are gonna do.

js81 said:
Wanna know something that I LOVE? Everybody says "Seagate Momentus XT - fasted HD in the world!" (OK, maybe not that extreme, but it seems like that's EVERYONE'S recommendation.)

Here's a benchmark comparison for ya:

500GB Seagate Momentus XT ST95005620AS w/4GB SSD - 560

640GB Samsung HM640JI (5400rpm, BTW) - 555

Here's the kicker - the XT is $129 on sale at Newegg; I paid $59.99 for the Samsung (Its $79.99 now). That's VERY LITTLE difference for a little more than half the price AND an extra 140GB.

MORAL OF THE STORY: Research before you buy; faster rotational speed does not always equal faster hard drive.

BTW, I would NOT recommend a 7200rpm drive in ANY non-unibody Macbook. Did that once and had an annoying vibration in the keyboard. Replaced it within 2 months with a fast 5400. And that's not to mention the 30+ mins of battery time we lost because of it, too (and it was a Seagate, too, BTW).
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Yeah, my macbook 120GB seems very quiet. I'll dump money on a SSD...wait no I won't. That's way too expensive. idk what I'm going to get.
 
Abscissa said:
Pictures before and after! I went into the store this morning and walked right to the genius bar (no appointment lol) and told them, gave them the reciept and they brought it out. He asked me "Did you pay Apple Care?" I said "No." and he had a receipt that was totaled to about $210. But he balled that up and threw it away lol!
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Of course he's now made out to look like a hero.

When in fact, according to my local Apple Store manager, there was a silent recall on these plastics.

My white MacBook was two years past its warranty, no AppleCare, and they took it in and replaced the bottom face, which included the entire keyboard and trackpad (didn't have anything wrong with those, but whatever). All I had to pay was $20 for the plastic around the screen, since that wasn't covered.

Damn thing looked brand new.

I say it was worth having it in the store for about a week (had to wait on parts), as I it brought up the resale value when I sold it (to a guy who cracked its perfectly-good LCD, just 30 minutes after I sold it to him, but that's a story for another day LOL!).
 
Abscissa said:
Make another appointment and get a different genius. :D Show them this haha. I'll take a picture of my receipt too if you want so they won't be like "he did that himself". But that's BS, but I have seen a lot of that regarding this topic. Seems that different Apple stores, or even employees treat the topic different. But even if the evaluate it on a case by case basis, if there's cracks up top they should replace it. But let me know what you are gonna do.



Yeah, my macbook 120GB seems very quiet. I'll dump money on a SSD...wait no I won't. That's way too expensive. idk what I'm going to get.
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Does your receipt say that the bezzle was replaced too? I still have two of my receipts from earlier repairs, the latest one i wanted to get the bezzle changed too but the guy refused to fix it.

And yeah i would agree that everyone treats the topic differently, and it sucks. Some employees say they wouldn't repair it out of warranty, some say you need apple care, some would just do it, fortunately i had two of the latter. And the nearest apple store is an hour away -_____-
 
I've also had my case, keyboard trackpad and screen case replaced under my apple care.. It is the second time mine has cracked..

I have the bill for the total work, which was £177 because I also had my cd drive replaced. (case is £64 + £47 fitting)

Any way I noticed the following cracks (they are not like the one in your picture but they are cracks on the bottom base plastic case - near to the exhaust fan)

I also have a problem with my trackpad, if you move your finger slow it will jump (not always) but it didn't do this before

(my 3 year warranty is up next month - so I want it fixed before then!)
 
Abscissa said:
http://i823.photobucket.com/albums/zz157/Abscissa081/DSC_1109.jpg
http://i823.photobucket.com/albums/zz157/Abscissa081/DSC_1108.jpg
http://i823.photobucket.com/albums/zz157/Abscissa081/DSC_1107.jpg
http://i823.photobucket.com/albums/zz157/Abscissa081/DSC_1106.jpg
http://i823.photobucket.com/albums/zz157/Abscissa081/DSC_1105.jpg

That's the unsigned copy. As you see, all the info (in the middle section) he answered on his own. Didn't ask me anything.
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Those are really good quality photos LOL. But thanks a bunch, its crazy that my computer is a year older than yours but still got refused for the bezzle repair. This better show them!!! - 3-
 
Any advice? Unfortunely I'm 3 replacements in and a new crack just appeared *sigh*

My 2008 Macbook has had these cracking problems with the case since about a year after I got it. I haven't taken photos this time round, but those in this thread are very similar if not identical to the cracks I've had, though mine have mostly appeared first on the bottom case.

Despite my best efforts to take every care when opening and closing etc, I've actually had to have had the case replaced (for free) 3, count them, 3 times and in 2 countries... so let me be the first to say I've been hugely impressed with Apple's customer service thus far. The thing is that, like I said I am acutely *aware* of the problem, and yet it keeps happening despite my bests efforts to ensure it undergoes zero rough treatment.

On previous occasions, I've had the case repaired at Apple stores after having a genius look over it. Each time they'd identified it as a "known" design flaw, and it has been replaced free of charge. In fact, the guy in the Sydney store said they'd replace it forever (if needed) because it was a problem with the design that they recognised as their fault.

The last time I had it repaired, a few months ago and in the UK this time, the fellow said that this 'forever' period had been cut down to 2 years after the date the macbook was sold. He also tried to charge me for a part (£12? I think it was the upper case?) - but relented when I insisted it wasn't a fault on my part and I'd never had to pay before. I was unnerved to say the least, given that the fixes seem to be only temporary at best - and I can't afford to replace my otherwise perfect-working-condition computer. I even attempted to talk the issue through with the manager of the store - he seemed sympathetic, but nothing came of it in the end - after all, I was walking out with a free-repaired case. No need to hound them over the possible 'next time', I told myself...

...and here I am, not 6 months later, with yet another splinter of plastic coming off the bottom edge of my laptop. Sigh.

I am determined to do better this time - there simply must be a better solution than them reluctantly repairing a defective part every couple of months - right? It's a hassle for me, but it doesn't make sense for them either - I'm sucking employee time and they're not being paid to replace these cases.

So my question is this - who should i approach to escalate this recurring problem? Yes, I could make another Genius bar appointment... but I'd really like to talk to someone at Apple who can see the bigger picture problem and help me address it. I've read here and there that sometimes customers with complaints write to regional offices etc hoping for a higher level response. What do you think - is this a good idea?
Many thanks for any suggestions &/or opinions, folks - am at a bit of a loss!
Frenchie
 
I just made an appointment for the genius bar tonight to have my 07 black MacBook taken a look at and maybe get this thing all fixed up. :eek:
 
Anyone have an idea of when Apple is planning on stopping this free replacement policy? I mean they can't keep this up forever right?
 
According to the genius bar guy that helped me, they will continue to do this until parts are no longer available. He said it was a design flaw and apple will continue to fix it as long a necessary.
 
oefootball70 said:
According to the genius bar guy that helped me, they will continue to do this until parts are no longer available. He said it was a design flaw and apple will continue to fix it as long a necessary.
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Interesting. I'm about to acquire a 2006 Macbook with the same plastics issue on the palmrest. I knew about the OOW replacement policy back in 2008 when I worked as a Volt rep for Apple but didn't know the program was being continued to this day. Thanks for the heads up.

EDIT: Made an appointment with an Apple Genius (Austin@The Domain) - Let's see if they have any parts left.
 
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Went into Apple store, showed the Macbook to a Genius and he didn't even think twice - just started typing up notes like crazy about all the hairline cracks on the thing. I signed a little statement saying I agree to the amount due of $0.00 (the charge would have been $101.14 for the housing, top plate w/keyboard and $39 for Level 1 repair).

Wow Apple, bravo.

EDIT: Turn around time should be sometime later tonight.
 
dethl said:
Went into Apple store, showed the Macbook to a Genius and he didn't even think twice - just started typing up notes like crazy about all the hairline cracks on the thing. I signed a little statement saying I agree to the amount due of $0.00 (the charge would have been $101.14 for the housing, top plate w/keyboard and $39 for Level 1 repair).

Wow Apple, bravo.

EDIT: Turn around time should be sometime later tonight.
Click to expand...

Pretty nice, eh?
 
I'm chiming in from Houston TX. I went to our apple store and showed them my black book late 2007. It was chipping and the track pad button no longer worked either. They replaced it no questions asked. I couldn't believe it. This is stellar customer service. Thank you OP for starting this thread
 
Upon reading this thread, I went to the Genius Bar yesterday afternoon to see if I would get some luck in getting my cracks replaced too. The Genius tried to freakin' charge me for it, playing the "nothing we can do about it" card. The admins in the back were the ones who told him to replace it for me free of charge. Just be persistant that it was the fault of the material, and hopefully he will bring on the problem to management. But I still have to wait for the black Macbook parts to come in. Now I'm waiting for a phone call.. = =
 
I have a Fall of 2007 macbook that has these cracks as well, think they would replace the case for me too? or is it too old?
 
I've just come back from the Apple store with a MacBook that has had this problem and noticed this thread.

The Genius I dealt with looked at my laptop and told me that "The plastic is cracked because you are slamming the laptop closed". I was quite annoyed that this employee assumed I did not care for my possessions enough to treat them correctly. I showed him the damage (cracked plastic to the right side of the trackpad) and told him as I was right handed, my hand had rubbed the plastic away and it had happened before.

He disagreed with me, then proceeded to show me how to correctly close a laptop. Arsehole. I had to grin and bear it as I was getting the problem fixed for free.

The Genius also told me that Apple would fix the problem a maximum of three times or until four years from the laptops purchase date. I think that is ridiculous, as it is a noted design flaw. I'm glad I've got it sorted now but I do not doubt that this problem will reoccur before I am finished with this laptop.
 
I had the inner case replaced for these cracks on my mid-2007 MacBook about a year and a half/two years ago and I'm just starting to see them develop again. When I first got it fixed the genius told me they wouldn't do it if it happened again, but it seemed like this hadn't become a huge problem yet and maybe they changed the policy since then?

Really poor design. I'll probably buy a new unibody one this summer when I can get one that comes with Lion, mine will be 4 years old by then
 
I'm taking my white 2008 MacBook to the local Apple Store tomorrow to see if they will give the free repair as well. Mine looks almost exactly the same as the OP photos. I'll post back tomorrow with the results.

Update: Very pleased! I brought it in for my Genius reservation, explained it to the guy and showed it to him and he had no issues with the free fix. They had the part in stock and it only took an hour at lunch time. He said there was a minor improvement with the new display frame and full keyboard/palmrest/touchpad replacement, but told me that if it cracked again in the future, just to bring it in. Kudos to Apple Store genius bar!
 
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