Excellent AppleCare Repair Experience... All's well that ends well!

Discussion in 'Buying Tips and Advice' started by jkieffer72, Mar 13, 2007.

  1. jkieffer72 macrumors member

    Nov 4, 2003
    A few months ago my MacBook Pro started having a few issues. It wouldn't sleep properly. I'd close the lid, put it in the bag, head out the door for my hour drive home. When I arrived home the MBP would have over heated and shutdown because it didn't sleep. Other times if I left it sitting out overnight, the battery would be dead in the morning. (Not confined in the case it wouldn't overheat..)

    Then the problems really started... I'd be working along with more than 50% battery remaining and the machine would just shut off.

    The final straw was when it woke up after one of it's episode the battery reported less than 1000mah of capacity for maximum charge!!

    I called Apple, still under my 1 year warranty. They ran me thru a bunch of diagnostics, had me run a special application to gather some data and send to them for analysis. In the mean time they sent me a new power adaptor and battery.

    The adaptor and battery seemed to help, but about a week later I got an email recommending I send the machine in for repair.

    Since I was sending it in anyway I complained about a little imperfection on the LCD that had been their since I bought the machine new.

    I delayed sending the machine for a few weeks because I needed it for work. I eventually sent it in. It came back within a week. The top panel/keyboard were replaced (sleep sensor?) and a new lcd was put in place.

    Only ONE PROBLEM!!! The new display was messed up. There was about a 1/4 inch black strip down the right hand side. About 2/3 of the way across the screen from the left there was a line where the screen was garbled. It was as if the missing 1/4 inch had been taken out of the middle and the two halves pushed together. (ie, when I went into the Startup disk preferences the button that would normally say "Restart..." read "Resta...", about two letters worth of display missing!!!

    Needless to say, I wasn't very happy. I called Apple again, they had me send the machine back in. Took a couple days for the call tag to arrive this time, but they turned the machine around and sent it back the same day they received it at the repair depot. This time they replaced the logic board, and "adjusted" something...

    Unfortunately, this didn't FIX the problem!!! I called Apple, again. The first level tech I started with wanted me to go thru the standard troubleshooting, but I requested a transfer to a supervisor.

    I spoke to a very nice supervisor who suggested that the best thing for them to do would be to go ahead and just send me a NEW MACBOOK PRO!!! Yippie! So my old 1.83Ghz machine is headed back, to be replaced with the current model! (2.16Ghz, 1GB Ram, 120GB drive, DL DVD Burner, Firewire 800!! OYEAH!)

    Anyway, just thought I'd share my positive Apple experience! I think the key was that while I did express my displeasure with the situation I was exceedingly nice about the whole thing!

    I'm sold on Apple! This is the best customer service I've ever experienced!

  2. jkieffer72 thread starter macrumors member

    Nov 4, 2003
    Forgot to mention... I inquired about what I needed to send back as far as the accessories. I was told to just send back the computer, keep the ac adaptor, remote, cables, manuals etc... A good thing, I don't know that I could find the cable and remote. The spare AC adaptor will be handy too!
  3. nazmac21 macrumors 6502a


    Feb 25, 2007
    Digital World
    Apple has the best customer service in the world. I like good stories like these.
  4. Scorpius macrumors newbie

    Mar 5, 2007
    Great to hear stories like this. Glad it worked out for you.
  5. Luigi239 macrumors 6502a

    Jan 25, 2007
    I also have had excelent service.

    My original White Macbook had case discoloring, so i sent it in for 2 weeks, and got it back. Then, a month later (friday the 13th actually) the logic board died, and the palm rests were dirty agian, as well as a screwed up mouse button. (spring or something was broken) . I was waiting for a month for a logic board, then a screen bezel, when I called Apple to complain. 1 1/2 months without my laptop was inexcuseable. So, because it was taking so long, and I had had bad luck with my white model, they decided to send me a Brand New Black Macbook. I got tons of upgrades like...

    2ghz Processer
    ...And Apple sent the extra ram seperatly so I would get my machine faster (I originally had 1 gig). There was a delay of like 3 days or something, I'm not sure because I missed the Apple Reps phone call, but I also got a extra gig of ram with it. I also got an extra set of accesories, too.

    Only problem was this one, of course, had a broken trackpad. So I went to the Apple Store and got a replacement the next day.

    Alot of trouble, but I am happy. :D
  6. smueboy macrumors 6502a


    Oct 30, 2006
  7. jkieffer72 thread starter macrumors member

    Nov 4, 2003
    My new machine arrived yesterday; I only had time to do a clean install (w/o GarageBand and the language translations I'd never use to save disk space) and restore my data; have not actually done much with it yet; but it is nice to have a fresh machine!! Now I wish I had not sold my Firewire 800 drive... :)
  8. SBik2 macrumors 6502a


    Jul 14, 2006
    are you sure? when they gave me a replacement, they made me send back in everything except the restore discs and printed material.
  9. jkieffer72 thread starter macrumors member

    Nov 4, 2003
    That was the response I got via eMail. I guess I'll send it back without the accessories and if they complain forward the email to them..
  10. lost eden macrumors 6502a

    Mar 18, 2007
    Am I the only one who sees this as a pretty awful experience? The OP sent the laptop in for repairs & they sent it back broken not once, but twice. That says something about Apple's repairs department if they send your laptop back broken. I'm going to have to send my MacBook back over the Easter Holidays ('Spring Break') & not only am I rather peeved that the machine got through the quality check to begin with but if they send it back broken then I will not be most pleased.
  11. jkieffer72 thread starter macrumors member

    Nov 4, 2003
    I was pretty upset about it at first. I think the thing to realize here is that while the Repair Depot I sent my laptop into is an Authorized Apple Repair center; I don't think they are owned by Apple....

    In anycase, I'm satisfied with the outcome. I called AppleCare today on an issue with my new replacement MacBook Pro. This one has an odd quirk where it randomly reboots occasionally (5 times prior to today) when I close the lid and set it down. I was able to make it happen twice while on the phone with them today... Talked with a Product Specialist eventually who suggested I delete a certain powerconfig .plist file and reboot. I have not been able to make it do the random reboot again since, despite trying dozens and dozens of times....

    I also inquired today about what would happen with the AppleCare plan I had on the old notebook. It took a few minutes to get an answer from the right department, but they transfered the AppleCare to the new notebook and basically restarted the 3year warranty from when the replacement shipped. So, I've got a full 3 year warranty from the middle of last month until 2010!

    Overall, I think I came out ahead.

Share This Page