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Free Macbook Pro CRU was given after 8 problems

rican

rican

macrumors 6502
Original poster
Jun 14, 2008
374
26
Party in the USA
Hey, so I wanted to share my experience with everyone about Apple Care, and how much crap I went through with my incompetent local apple store.


I bought my original macbook pro (2.2 GhZ) June of 2007, it's been my partner in crime forever, blah blah blah, i've taken it in a lot of times for numerous amounts of problems, such as optical drive failure, logic board failure, screen fading in and out... I asked for a CRU (Customer Replacement Unit) when I got fed up with taking my laptop all the time to the damn apple store, and being without it for 2 weeks at a time... I am a graduate student (FYI) and this was the 6th time for a rotating issue.

They said one more time and they will talk to management to see what they can do. I was like okay whatever. they took it in, and they brought it back... they replaced my outer-casing, with a brand new one, and new keys, and I was very happy...

3 months later, same problem occurred my optical drive failed, and my screen turned purple and greenish.

The mac specialist at the genius bar said, oh this is your fault, have you dropped it..? I got offended and said NO, of course not... This is not a childs laptop. He said, we can't replace it with a new one.... (this was the 7th repair) he said we can send it in, and see what happens...

It got sent in... and I got it back... Perfect... 6 more months pass, and the same issue occurred. I got pissed off and was like "Eff this." I took it in and was like I need a new laptop, this is a lemon. They said we'll take it and run triage, and if they find an issue with it they will replace it... it took 3 days, and they eventually replaced it... I got a new one.. Unibody, great I love it now...

I got a phone call the next day, from the apple store from the manager saying she's so sorry, that she's embarrassed to tell me but they should have fixed this along time ago when I asked for a CRU... Anyhow, I got my new macbook pro, and they even paid for my applecare...

great deal, but just so you know... If your computer is a LEMON, demand a replacement... If you are not abusing your computer and have valid issues with your laptop, take it, because no one deserves a POS... Even though I love apple, I was pretty upset of all the tribulations I had to go through to get this damned laptop replaced...
 
Same thing happened with me. They agreed on the replacement but first shipped the wrong MBP...then they shipped the one without antiglare...finally they are shipping the right one...it's still in china from the last 2 days...should be here by wednesday :)

cheers. glad to hear you got it replaced.
 
Uh... I'm hoping you didn't get the 2.53GHz model because that one doesn't have a 9600GT video card.

I'm assuming the 2.2GHz had an 8600GT at least... that means Apple should've replaced it with a 2.66GHz model because it has a discrete video card.
 
ayeying said:
Uh... I'm hoping you didn't get the 2.53GHz model because that one doesn't have a 9600GT video card.

I'm assuming the 2.2GHz had an 8600GT at least... that means Apple should've replaced it with a 2.66GHz model because it has a discrete video card.
Click to expand...

yes, i have a 15 inch 2.53 ghz model... should I go back to apple?
 
ricanloveee said:
yes, i have a 15 inch 2.53 ghz model... should I go back to apple?
Click to expand...

It's up to you :)
You got a replacement which, unfortunately, is less powerful (in terms of GPU) than your previous laptop.

I think you can go back and ask for the next model :) or perhaps, if they say no... then propose that you don't mind one without AppleCare :)
I don't know the law where you live, but where I am... it says that when you get a replacement of something (usually because it is not worth fixing it), either you get something as good (in terms of specs) as what you had before (that is, the proper meaning of a replacement) or something better (at no extra costs for you), or you have the right to get a full refund.
Given the current manufacturing cost of "current" Apple laptops... I understand Apple is trying to 'buy' you with a new one, because if Apple has to give you back what you paid... you can buy yourself something much more better than what you had and what they gave you as a replacement.
Clearly, the GPU is the driving factor you should deal with Apple if you are willing to continue with the story ;)
 
If they try to argue that they gave you a "better" system, show them this picture.

apple-laptop-event-028.jpg
 
tasslehawf said:
Yeah. Wow. That sucks. They didn't even ask you which model you wanted?
Click to expand...

I'm wondering about this. I have a iMac from June 2007. Never been in for service, but I took it in last Friday. Apple care expires end of June.

When I took it in, all seemed fine, except I was having trouble with photo adjustments in iPhoto and Aperture 3. There was a bad graphics distortion issue. Looking at the forums, lots of people with this issue, and I suspect it is a driver issue. Even so, I thought given my Applecare was ending, why not let a genius look at?

Oh boy, mistake. First, I'm told GPU may be overheating so they swap logic board. That board has bad firewire, swap #2. Then told the drive cable is bad, swap that. (all these parts are being ordered and we wait) A week later I'm told machine is ready for pickup. Take it home, it doesn't boot (shows file with?) I call and they have me bring it back. Assume it is loose cable and promise expedited repair (24 hours) 48 hours later after not hearing from them, I call. They say, it boots, but screen is blank. They think the LCD is bad and will order parts.

WTF. The screen was fine when I took it it and appeared fine when I got it back, just not booting.

I'm at the end of Applecare, they are making things worse, not better. Should I try to demand replacement?
 
This is terrible. yes Apple has customer service that is amazing, but what happened to quality control? Apple fanboys say Apple has the best customer service. and that dells are ****, and dells fall apart. Well if appl had better quality control, less calls to customer service. The fanboys on this forum also said my dell would fall apart. Well its in one solid piece like when I got it, and I never had to call customer service yet. And never when owning a dell, I had a hardware issue with my desktops or laptops. Sad to see how Apple spends som much on marketing, and R&D, but none on quality control.
 
mwp98223 said:
I'm wondering about this. I have a iMac from June 2007. Never been in for service, but I took it in last Friday. Apple care expires end of June.

When I took it in, all seemed fine, except I was having trouble with photo adjustments in iPhoto and Aperture 3. There was a bad graphics distortion issue. Looking at the forums, lots of people with this issue, and I suspect it is a driver issue. Even so, I thought given my Applecare was ending, why not let a genius look at?

Oh boy, mistake. First, I'm told GPU may be overheating so they swap logic board. That board has bad firewire, swap #2. Then told the drive cable is bad, swap that. (all these parts are being ordered and we wait) A week later I'm told machine is ready for pickup. Take it home, it doesn't boot (shows file with?) I call and they have me bring it back. Assume it is loose cable and promise expedited repair (24 hours) 48 hours later after not hearing from them, I call. They say, it boots, but screen is blank. They think the LCD is bad and will order parts.

WTF. The screen was fine when I took it it and appeared fine when I got it back, just not booting.

I'm at the end of Applecare, they are making things worse, not better. Should I try to demand replacement?
Click to expand...

I would. I 2K machene should only be serviced by qualified "Genius" not some clueless teenagers.
 
Sorry to hear this. I have my first mac on the way and it is a iMac and I hope I do not have a yellow screen since I am a photographer and color cast is death.

I went through something similar with my Nikon D200 camera a few years ago. I got a lemon and it had to go back 5x over about 15 months before they replaced it. I was down for 2-3 months waiting for repairs/replacement and I know this can be a horribly frustrating experience.

I agree with the others in that I would call them about the graphics chip. Perhaps you can get them to offer you a $100 apple gift card for your troubles. It can't hurt to ask.
 
I have found that the store employees and phone employees have very different demeanors. Whenever I call AppleCare or any of the few times I have had to call customer relations, they have been very helpful and agreeable. On the other hand, when I have taken my machine, a 17-inch macbook pro, to the genius bar, they are very stand-offish.

I bought my first Macbook Pro in 2007, it was a beautiful machine and ran fine until the graphics card needed replacement, twice, and the hard drive failed. They eventually replaced it with an early-2008 model. I was very pleased until that machine began to have problems.

I had the replacement computer sent in for repair one time and when I came to pick it up from the Apple Store, I noticed that the machine no longer laid level with the table. I pointed this out and after a few minutes of discussion with someone in the back of the store, the genius attempted to tell me that it was because I must have dropped the computer. I immediately demanded that I talk to a manager. I described the situation to the manager, letting him know that the genius had the audacity to claim I had anything to do with the warping. After ten minutes, he finally agreed to send the computer for repair. The machine came back about a week later, still not fixed completely. I pointed this out to another genius, the third or fourth since the issue began, and he said, to my face, "So now you're just looking for problems to complain about." I was floored, I then looked at him firmly and told him, "no, I paid $3000 for this machine, send it in for a minor repair, and now the case's integrity has been compromised, all I'm asking for is a machine that has been put together correctly."

He goes to talk to his manager who accompanies him back to talk to me. The manager begins trying to bully me by saying that it is within spec, to which I reply by asking him to show me a model on the floor with a similar problem. He relents and says that they will order the parts and do the repair in-store and I should expect the repair to be done by the end of the week.

That week comes and goes, still no word from the store so I call AppleCare to find out the status. The customer service employee looks at the store's record and finds that the parts had never been ordered. It appears that my machine has been in repair purgatory for a week, broken with no intention of being fixed. At this point, the man on the phone looks at the case status and tells me to have a talk with Customer Relations. He transfers me and within 5 minutes of talking to a CR rep, I have been signed up to receive a top of the line 17-inch macbook pro with adaptors for all of my hardware.

I must note that this does not appear to be true for all stores, there are two Apple Stores within a reasonable distance from me, one that is in a mall and one that is a separate entity, and I have only had problems with the geniuses at the mall location. I think this may have to do with the mentality that those who go to the mall may be more likely to try and scam them.

TL;DR: Store employees seem to blame the customer in order to not fix problems while those in phone-farms are very helpful.
 
Same happened with me...they shipped the 2.53 ghz one first time... then without the antiglare...
if you talk to them they'll replace it for you...and you should ask for antiglare too (if you want it)
 
the apple customer care proceeded to tell me that i had a better laptop, and should not ask for another one...

He also the video card I currently have now is top of the line.... what should be my response?
 
ricanloveee said:
the apple customer care proceeded to tell me that i had a better laptop, and should not ask for another one...

He also the video card I currently have now is top of the line.... what should be my response?
Click to expand...

Tell him that your 8600GT in your old MBP is twice as powerful as the 9400M. The 9400M is not a discrete GPU, the 9600GT is, as well as the 8600GT. In all honesty, send him this photo (if you can). How could he deny your claim if you have evidence from a Steve Jobs keynote???

http://www.blogcdn.com/www.engadget.com/media/2008/10/apple-laptop-event-028.jpg
apple-laptop-event-028.jpg
 
Whoa. You had a horrible experience. After the first failure of AppleCare, always go straight to Apple Customer Relations (the people in California/Texas). 1-408-996-1010, ask for Customer Relations...it's a world of difference in how they treat you. If you had insisted they would have replaced your MBP a long time ago. I've had them replace computers after only 1 failure. Sorry for your troubles. I might sound bad in being so demanding, but I spend a lot of money with Apple, and I have affinity because they're good at replacing products when needed. If it were a DVD player you wouldn't expect a company to try fixing it umpteen times.
 
Do you think by me asking for another laptop is a little "greedy,'' since they gave me a brand new one anyways??

or should I say Hell with it, and demand the 2.66 MBP
 
It's always interesting to see people complain about employees being "incompetent", especially when they did the necessary repairs each time the computer was brought in, AND gave the OP a new machine…

The original computer may have been a lemon, and you named one instance where a single employee offended you, but it sounds like the retail employees did their best to assist you every time you brought it in.

Mini rant over— but as a retail employee it kinda upsets me to see people issuing blanket statements, especially when the majority of their story seems to contradict "incompetent" service.

-d
 
Tharian said:
It's always interesting to see people complain about employees being "incompetent", especially when they did the necessary repairs each time the computer was brought in, AND gave the OP a new machine…

The original computer may have been a lemon, and you named one instance where a single employee offended you, but it sounds like the retail employees did their best to assist you every time you brought it in.

Mini rant over— but as a retail employee it kinda upsets me to see people issuing blanket statements, especially when the majority of their story seems to contradict "incompetent" service.

-d
Click to expand...


Umm, actually these people @ my local store are RIDICULOUSLY INCOMPETENT, and it was really ridiculous that I had to take my computer in 8 times for chronic rotating issues for them to figure out that I needed a new one, and that my unit was a "Lemon." So I support what I said, they are dumb as hell for not being able to put 2/2 together. If you took offense to this, maybe you need to reevaluate your retail employee standards. Because, if you had to wait over 3 years for a chronic problem to be fixed, i'm sure you would be annoyed as hell too... (no offense)
 
You should be entitled to a computer that has the same specs as a minimum - so in your case you should be receiving a 2.53GHz MBP with the onboard and discreet chipset as a minimum.

If any rep mentions the 9400M is the 'most powerful' available in the lineup, ask him why they sell a range of laptops with two video cards inside, of which one is a discreet chipset that can be used when more GPU grunt is required, and point out the keynote given by Steve indicating the differences in GPU power (as posted above, twice).
 
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