Completely outraged...**Update**

[queshy]

Hi,

Yesterday I posted a thread with regards to a new macbook my sister purchased. We brought the macbook home and as I was helping her set it up I noticed that the whole case was vibrating. The vibrating goes away when you put a thin piece of paper under the laptop...hmm, sounds like quite the defect. It's actually super annoying because you can really, really feel it (it's more than subtle).

So I told her to take it back to the apple store today, explain the problem, and they'll replace it. Afterall, the computer is one day old and clearly defective!

I was at work today - so she went alone. She goes into the apple store and the genius acts like theres no problem at all, but trust me, the problem is really obvious. she knows almost nothing about computers and she even noticed it. She told me that she really had to beg the genius to change it because at first he wanted to charge her a 150$ restocking fee. Finally, she told me that after an hour of arguing with him, he changes it, but on the condition that she cant get it changed again even if theres a defect. she really doesn;t have a choice at this point because it's either pay 2000$ for a defective machine or get one that's even worse. she decides to play the lottery and get the replacement...this time she opens it up in the store. low and behold this one vibrates too. they refuse to change it, and not knowing what to do, she goes home. I get home from work today and the replacement is just as bad, if not worse.

After I bought my 24" iMac and my mbp and after my brother got a mb, you figure they would be a little more sympathetic - especially to someone like her who is new to macs. any other store is MUCH looser on the return policy.

Tomorrow I'm going to go down to the apple store with her. Being more educated about macs, perhaps I can get them to change it. She really isn't happy with the computer because the vibrating is really obvious.

Any thoughts?
Thanks

Edit: Wow, the replacement they gave her is a week 19...doesn't even have the new iLife!

 

[PimpDaddy]

Damn... I hope you get a decent macine.

 

[techlover828]

Damn... I hope you get a decent macine.

don't worry, you most likely will, sorry about your sisters mb.

 

[flopticalcube]

... he changes it, but on the condition that she cant get it changed again even if theres a defect. ...

I would have thought that that would be illegal in most places. A defect is a defect and I don't think the consumer is allowed to give up their rights like that.

 

[calculus]

I would have thought that that would be illegal in most places. A defect is a defect and I don't think the consumer is allowed to give up their rights like that.

Yes, there is no way that you can be held to that.

 

[iToaster]

Now that just sucks. I wonder what's causing this vibration. Anyway, there's a warrantee on is regardless of conditions, but eventually they won't give you any more replacements just because it's too wasteful. Don't worry about that though, you'll get a good one eventually

 

[Spock]

I would also try to call the Apple Tech number and talk to them and not deal with an Apple store I have learned they know nothing, wanted me to give them $900 for a new logicboard after the antenna wire for the Airport card came out. I called Apple the next day and they sent me a box and fixed it for free. Just raise a stink and if you go to an Apple store be very vocal about the problem not rude but make sure people around you can hear you.

 

[vicious7]

That is definitely bad business. Maybe the Genius needs a lesson in customer service.

 

[Nayrb]

I got that kind of service once when my iPod headphones were making a weird clicking noise. You just have to be very persistent and don't give up until you get what you know is right. I love the Apple stores, but sometimes the people working there just act like they are the high and mighty preppy nerd.

 

[hajime]

I bought my MBP in Japan Apple Store. I told the girl that I wanted to inspect the computer first before I paid. She refused and said that I had to pay before I could open the box. I took the machine without inspection. When I went home, I found that there was a black line running across the screen. I took the computer back the next day and the genius refused to exchange it. She said that it was not a defect. After an hour of arguing with her, she decided to exchange it on the condition that if the second machine had the same problem or had even more defects, I would have to take the 2nd machine without any complaint. They opened the second machine and it was worst. It was vibrating and there were problems with the screen. She decided not to exchange another one for me because of the condition she imposed. Fortunately, the new computer suddently was really screwed up and there were garbages appearing all over the screen. I just asked the customers nearby to have a look. The Genius acknowledged that it was a faulty logic board and exchanged for a third one for me. The third one is nice and fine.

As I have heard of such "exchange condition" myself and from you (in different countries), I really wonder if it is Apple's way of doing things.

 

[johnee]

The more I read about the apple stores and their "geniuses", the more I'm glad I don't have one near me. I would follow Spock's advice and send it right to apple.

I believe they can't make you agree to any exchange deal. If the machine is defective, they must replace it within a short period of time. Next time, bring as many people with you to the store. You can also ask other customers in the store for their opinion of the problem you described, seeing if they would like to own a computer that has the problem (although you run the risk of some idiot saying "I don't see a problem").

I would also go to the apple store and talk to the manager, telling him/her about your "genius" experience, also send a letter to apple.

Can't you just return the computer for a refund, then buy a new one?

 

[EricNau]

Bypass everyone and speak directly with the manager this time.

First of all, explain your outrage with the genius's arrogant and disrespectful attitude towards your sister, and your complete disgust with the "compromise" the genius suggested.

As a side note, was the replacement a brand new machine (i.e. it came in a new box right off the shelf), or a refurbished unit?
...Point out the lack of iLife '08 and the week number, and explain that you were given an older machine than the original, which is completely unacceptable.

You can also ask other customers in the store for their opinion of the problem you described, seeing if they would like to own a computer that has the problem (although you run the risk of some idiot saying "I don't see a problem").

Then you risk being escorted out of the store by security.

Can't you just return the computer for a refund, then buy a new one?

No, unless you want to loose 10%.

I was absolutely outraged once when I brought an iMac into a genius, who of course denied the problem entirely, but suggested that if we were unhappy we could sell it on ebay and buy a new iMac, or we should have exchanged it.

...When I inquired further, and said I wasn't willing to loose 10%, she told me that defective units can be exchanged at no cost. ...I guess my unit wasn't defective enough for service, but was defective enough for an exchange!

For the record, I eventually did bypass the genius bar altogether and called Apple tech support, requesting on-site service. ...Anybody with AppleCare can do the same, but this only applies for desktops, unfortunately.

 

[queshy]

The more I read about the apple stores and their "geniuses", the more I'm glad I don't have one near me. I would follow Spock's advice and send it right to apple.

I believe they can't make you agree to any exchange deal. If the machine is defective, they must replace it within a short period of time. Next time, bring as many people with you to the store. You can also ask other customers in the store for their opinion of the problem you described, seeing if they would like to own a computer that has the problem (although you run the risk of some idiot saying "I don't see a problem").

I would also go to the apple store and talk to the manager, telling him/her about your "genius" experience, also send a letter to apple.

Can't you just return the computer for a refund, then buy a new one?

Good thought - but they'll only do it for 150$ (restocking fee...BS).

Thanks for the replies everyone. I'll go to the apple store tomorrow and see what happens. ill report back.

wish me luck!

I just want her to be happy. she loved my macs so much and now is getting turned off...

 

[hajime]

The more I read about the apple stores and their "geniuses", the more I'm glad I don't have one near me. I would follow Spock's advice and send it right to apple.

I believe they can't make you agree to any exchange deal. If the machine is defective, they must replace it within a short period of time. Next time, bring as many people with you to the store. You can also ask other customers in the store for their opinion of the problem you described, seeing if they would like to own a computer that has the problem (although you run the risk of some idiot saying "I don't see a problem").

I would also go to the apple store and talk to the manager, telling him/her about your "genius" experience, also send a letter to apple.

Can't you just return the computer for a refund, then buy a new one?

It was on a business day. I asked for the manager and they said that she *might* be out of town. I asked them to call her mobile phone and they refused. I wasted about 1.5-2 hours that day just to get an exchange for a defective machine I bought a day earlier.

 

[hajime]

Good thought - but they'll only do it for 150$ (restocking fee...BS).

Thanks for the replies everyone. I'll go to the apple store tomorrow and see what happens. ill report back.

wish me luck!

I just want her to be happy. she loved my macs so much and now is getting turned off...

Bring a drink with you. It may take a long long time to argue with them.

 

[megfilmworks]

Completely outraged? My suggestion is loose the drama and calm down, people will be more likely to help you.

 

[devman]

Finally, she told me that after an hour of arguing with him, he changes it, but on the condition that she cant get it changed again even if theres a defect.

Wow, that's hard to believe. You should take that up. The dude will be out of a job.

 

[hajime]

Bring a drink with you. It may take a long long time to argue with them.

Another advise. It might work. Do lots of exercises and do not take a shower. Then, before you go to the store, eat onions or whatever makes your entire body smells bad. You do have to dress well (otherwise they may ask security to kick you out). Then, you may be able to get an exchange without arguing with them for a long long time.

 

[grafikat]

queshy,
What town is this? There are definitely good stores and ones to avoid!
Sorry your sister has had such a bad experience.

 

[juanm]

Record the conversation. It can come handy later on.

 

[synth3tik]

One really strange thing here is usually first rev. products are the most defective, yet anyone I know who bought a first rev. MacBook is more happy with it. Again also seems like a lot of the people getting SR MBPs are having more issues then I am with my 2.16.

I hope with you there she can get a machine that won't cause legs of a table to fall off. The way the genius handled this is also strange. I heard in anther post were a lady was treated the same way by the manager. IMO after you spend $2000 with a company you should be treated as a king/queen if your not taking them for a ride.

 

[vicious7]

Another advise. It might work. Do lots of exercises and do not take a shower. Then, before you go to the store, eat onions or whatever makes your entire body smells bad. You do have to dress well (otherwise they may ask security to kick you out). Then, you may be able to get an exchange without arguing with them for a long long time.

Em, that's one, uh, way of approaching the issue.

 

[queshy]

queshy,
What town is this? There are definitely good stores and ones to avoid!
Sorry your sister has had such a bad experience.

Edit: I have decided to remove the store name/location. I could have bought it at a reseller where the terms are looser but then I would have lost the edu discount/iPod promo.

I don't think I can ever buy from that store again. They practically have no lemon-return policy which is nuts.

I am actually very calm about this whole issue - but I am outraged inside because I'm surprised to be involved in an issue from a company as reputable as apple.

 

[ph0rk]

Hi,

Yesterday I posted a thread with regards to a new macbook my sister purchased. We brought the macbook home and as I was helping her set it up I noticed that the whole case was vibrating. The vibrating goes away when you put a thin piece of paper under the laptop...hmm, sounds like quite the defect. It's actually super annoying because you can really, really feel it (it's more than subtle).

That sounds like a defective... table.

Seriously, that doesn't sound much like a defective laptop. Have you tried it on other surfaces? A lap, etc?

If it is a warped table/counter, and the one in the apple store is fine, I can see the genius being none to keen to do an exchange.

 

[queshy]

That sounds like a defective... table.

Seriously, that doesn't sound much like a defective laptop. Have you tried it on other surfaces? A lap, etc?

If it is a warped table/counter, and the one in the apple store is fine, I can see the genius being none to keen to do an exchange.

No, the computer vibrates on all surfaces, not just that table.