Email to Tim Cook (Executive Relations)

[kirky1234]

You can debate about the built quality of the new rMBP since several users have a fair amount of problems with it, me included, but my experiences with the apple support compensate for all that. My rMBP had a loose bottom cover and it cracked when having it on my knee's (reported in another thread about it). First I sent it to repair to a certified apple reseller, they were clueless what to do, didn't understand what the actual problem was and after one week of "repairing it" they sent it back, charging 40$ for doing nothing, even with Apple Care. I went to genius bar, they couldn't help me either since its not a warranty case and could not be repaired. My 14 days for return are over since 1 week but today I called Apple support, explained them my situation. The guy was very very kind, debated with his colleagues and finally told me, that I would get a new machine. Just awesome!

Conclusion:
- Never let my macbook repair by a third party reseller
- Apple support is great

 

[iLikeTurtles!]

emailed cook lets see what he does

 

[Benbikeman]

Here in the UK this could easily become a case for Trading Standards (Consumer Protection) as being 'Not Fit For Purpose' and if Apple were not to provide me with a satisfactory response, I believe they could be forced for compensation in some cases.

No.

First, 'fit for purpose' is many years out of date; the current standard is 'of satisfactory quality'. Second, what The Sale & Supply of Goods Act requires is a refund or repair at your option. It does not entitle you to any compensation over & above that.

 

[AZREOSpecialist]

Your telling me if someone provided you a service let's say.... cleaning your house. Let's say they failed to deliver a good service on a number of occasions, with the house a mess and your possessions damaged. You would be prepared to pay them in full? or pay them at all?

Your defective MacBook Pro damaged your possessions? How so?

I understand the analogy you are trying to make, but it's a bad one. You have not suffered any personal property or other damage as a result of Apple not being to provide you with a working computer even though they are doing everything they promised in terms of servicing the computer to get it working.

 

[wrinkster22]

snip

I am very happy you got what you wanted. I had an unbelievable amount of problems with my mid 2011 Macbook Air. And sadly I could not be bothered to escalate it above store level. Here is the problems I had:

September 19: New Machine
(Over Heated & Dead Pixels)

September 21: New Machine
(Huge scratch on the Displays' Lid/Apple care was not properly registered)

September 21: New Machine
(Dead Pixels, But I ignored them/Apple care was not properly registered)

May 2012:
(My y,u,i, and o keys did not work)
Replaced Topcase
__
2 day gap
__

May 2012:
(Mouse breaks immediately after top case replacement

I take it back, and they offer to fix it. It will take another 2 days. I was very upset because I could not afford to take all these breaks from school work! Then the manager who new NOTHING about computers managed to delete 2 assignments- 1 of which was due the next day. I was about to have a complete fit when she said: "you should be happy we are doing this"
At this point I was almost about to yell at her. I had apple care, It was a new machine, I have 12 iPods, 2 iPhones, Routers, Countless accessories, and I *well my family* is a share holder.
__
2 day gap
__

I get the machine back, the screen is not properly aligned.
The warranty is not properly registered.

July 2012
2 screws have fallen out of the bottom.

Total compensation- $0
Total apologies- 0

and this is not the first time I have been stood up by apple care, my iPod Touch's home button was not working and they said it was within spec. A few days later I brought it back and they definitely agreed it needed replacement- oh shoot now its out of warranty...

tomorrow I am going to call customer service and request a new machine and compensation for my machine


Sorry for the rant, just thought someone would want to hear my story.

 

[woahhi]

compensation

when you guys say compensation - what are you thinking? how much compensation are you trying to get?

 

[iLikeTurtles!]

when you guys say compensation - what are you thinking? how much compensation are you trying to get?

a magic mouse

 

[StuLax18]

Maybe I should email Tim about getting some of his spare shares.

 

[calderone]

a magic mouse

Dream big