Disappointed In AppleCare

Discussion in 'Buying Tips and Advice' started by DMDair, Jul 15, 2009.

  1. DMDair macrumors newbie

    Feb 5, 2002
    Today, for the 1st time in over tens years of being an Apple Product
    user, I have to admit I am extremely disappointed in the customer
    service and AppleCare Warranty. Almost 3 years ago I bought a first
    generation Intel Black MacBook. I have been very satisfies with unit
    until recently when I noticed my LCD had and issue. In the lower left
    corner of the screen it began to look like the layers of of the LCD
    were separating. About the same time I noted that the Airport function
    would stop working after extended use and the unit would not sleep
    correctly. After going through normal troubleshooting I called
    AppleCare, as I had purchases an AppleCare protection plan, and the
    happily sent me a box to send my unit for repair. I Happily pack up my
    beloved MacBook and ship it back. That is where the happiness ends.

    The follow day I get and email saying my MacBook has arrived at the
    repair facility, GREAT! A few hour later I get a call from an Apple
    Care representative and things start to go bad.

    The representative explains to me that the technician has looks at my
    unit and feels the issue on the LCD is a "Pressure Mark" and is
    cosmetic so it is not covered by the warranty and the screen will cost
    $170.00 to replace..
    After a few minute so futile arguing back and forth on how a "pressure
    mark" could not cause the inner layers of my LCD to separate I gave up
    add said. "OK." $170.00 did not seem to bad for an LCD and at least I
    would get my unit back and the other issues fixed.

    I whip out my credit card and wait for the total.

    "That will be $808.00." She says.

    "What the F....?" Luckily I caught myself before finishing that

    "Where do you get that from?" I naively ask.

    The answer, in a nutshell, came down to since the screen issue was
    considered "damage" none of the other issues would be covered. Keep in
    mind that this is a 1st generate Black MacBook. Current Market Value
    is nowhere NEAR $800.00.

    I have purchased 5 new Macs and 4 iPods over the last 10 years. All
    with AppleCare. On 3 previous occasion I have had units serviced under
    the plan without issue, so I cannot say all my experiences with
    AppleCare have been bad. I do have to say that this experience my make
    me rethink investing in Applecare contracts.

    D. Matthew Dair
  2. suburbia macrumors 6502

    Oct 21, 2008
    Sorry to hear about that. It is ridiculous that the sales rep would charge you that amount without letting you know until you asked. I definitely hope you cancelled that transaction right then?

    Is it possible for you to take it into a Apple store once you get it back? Hopefully, the store will be more accommodating in their evaluation of the MacBook's condition and you will be covered this time.

    I know this is after the fact, but it's always better to visit the Apple store (or stores, if possible) before sending in for repairs. Even an Apple authorized dealer would still be a good alternative-- second, third opinions...

    Good luck D and keep us updated :)
  3. miles01110 macrumors Core


    Jul 24, 2006
    The Ivory Tower (I'm not coming down)
    Use this line:

    "Can I please speak to your supervisor?"

    Until you reach someone that is sane.
  4. rgarjr macrumors 603


    Apr 2, 2009
    Southern California
    So what happened? Did you end up paying it or what?
  5. sbb155 macrumors 6502

    Jan 15, 2005
  6. J&JPolangin macrumors 68030

    Jul 5, 2008
    Thule GL @ the TOW
    ...what else besides the screen was wrong with the MB?
  7. DMDair thread starter macrumors newbie

    Feb 5, 2002

    Supervisors seem to be worse then phone rep. at Apple. They basically call you a liar and are of no help. No one appears to be sane at AppleCare.

    The other issues with the MB are the Airport card stops function after 20 or 30 minutes of heavy use. AppleCare claims the will not fix this because the antenna is in the screen that I "allegedly" abused. Also the unit will not sleep. In constant comes out of sleep when lid is closed. I can only guess they cannot fix this because the MB is to worried about more abuse to get a sound nap in.
  8. Hellhammer Moderator


    Staff Member

    Dec 10, 2008
    I'm sorry, bad luck, man.

    Is there any resellers near you that has authorized repair as well? You could ask from them because Apple doesn't pay their salary and control them as much. There was a thread yesterday when someone's MBP's screen broke and Apple asked 650$ for repair and reseller was willing to do it for 400$. For you, they can do it for free possibly because he didn't have warranty left.
  9. DMDair thread starter macrumors newbie

    Feb 5, 2002

    Unfortunately there are no authorized retailers close enough, other than BestBuy. The sad thing is, in the end, I will still buy new Apple Products, now knowing that I can expect know more from them then I would from Dell or any other PC manufacturer. The days of "insanely great" customer service from Apple are over I guess. They have out grown the need to provide service on that level.
  10. skye12 macrumors 65816


    Nov 11, 2006
    Austin, Tx
    The tech's use their best judgment in determining how and what went wrong.

    I agree with previous posters. Take it in to an Apple store before your
    Applecare expires and calmly state your case.

    I have found Apple to be amazing in taking care of customers. They
    recently fixed by friends MBP even though it was out of warranty. Put
    an entirely new logic board in.
  11. DMDair thread starter macrumors newbie

    Feb 5, 2002

    Nearest Apple store is 2 hours away, but I may have to make the trip.
  12. mgridgaway macrumors 6502


    Feb 25, 2006
    These sorta things always suck. Maybe you can have the Apple store ship your computer back to you (if they allow for a repair) since it's 2 hours away? Just a thought.
  13. thegoldenmackid macrumors 604


    Dec 29, 2006
    dallas, texas
    E-Mail steve. Calmly explain and reiterate the ten years and that you were willing to pay $170 and also acknowledge that your experience with Apple Care has been awful.
  14. miles01110 macrumors Core


    Jul 24, 2006
    The Ivory Tower (I'm not coming down)
    Just try them on the phone again. Phone support is almost always more successful than seeing a Genius.
  15. Tomorrow macrumors 604


    Mar 2, 2008
    Always a day away
    Just curious, did you ever get a quote for $800+, or authorize them to fix anything other than the screen for $170?

    I'm pretty sure this applies to computers as well, but in most types of repair industries, they're not allowed to bait-and-switch one quote for another price.
  16. dubhe macrumors 65816


    May 1, 2007
    Norwich, UK
    I've given up on AppleCare, I figure with my mini, my wife's MacBook and a hunger for iPods and iPhones it is cheaper to take the risk. If something breaks after a year, and I can't fix it myself, I'll sell it on eBay and use that money along with my saved AppleCare money to buy a newer, better machine. So far, so good *crosses fingers* :)

    Oh, and I probably voided my warranty when I upgraded my HDD to 7200rpm anyway...

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