Did I follow correct return procedure?

Discussion in 'MacBook Pro' started by Wipeout, Jul 13, 2007.

  1. Wipeout macrumors member

    Joined:
    Jun 24, 2007
    Location:
    Brooklyn, NY
    #1
    I called Apple tech. support yesterday to discuss the yellow 1/3 issue on my new MBP. I told the technician that I was entirely satisfied with the laptop, with the exception of the aforementioned screen defect.

    He advised that while he had not personally dealt with the issue, he had heard of other apple support people that were versed in the screeen problem. He then explained that I would need to send in the machine for repair/replacement. He would not/did not exactly state that it would be replaced, but suggested that that was one remedy. My call was placed on the 13th day after receipt of the machine.

    Here is my question: Should I have stated that I wanted a replacement from the outset of my call, or maybe not have called technical support at all, and instead called returns? I did say that I found the yellowing unacceptable, and that I needed it remedied. He sent me out a box and issued a case number of some sort.

    I don't know whether to call back and let apple know that I was uncertain of the proposed course of action, but that my intent was to have the machine replaced.

    I am not looking to enact some historical revision with Apple now that my 14 day DOA right has exipred, I have just never used them before and do not know if I followed the correct channels.

    Thanks for any thoughts.

    BTW, this was a custom build.
     
  2. wako macrumors 65816

    Joined:
    Jun 6, 2005
    #2
    Well I know at the store if you goto the Genius (basically the in-store techsupport) for such an issue, they would try to fix it rather then replace it, unless you specify you bought it recently and want it replaced rather then fixed. If I were you, I would call back and rather than speak with tech support, just speak to their sales and say it is defective unit and you want it replaced.

    Easiest way in my opinion is to goto a store and ask for a replacement if there is one near you
     
  3. Wipeout thread starter macrumors member

    Joined:
    Jun 24, 2007
    Location:
    Brooklyn, NY
    #3
    Tx for the input. The laptop was a custom build, ordered from apple.com. My understanding was that custom build returns/exchanges had to be handled via the phone/shipping.

    I did not state this in the original post, sorry.
     

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