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
