I'm Calling Apple Support... How Do I Handle Them?

ppc_michael

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Original poster
Apr 26, 2005
1,498
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Los Angeles, CA
I'm calling Apple's technical support for the first time. My PowerBook needs its logic board replaced.

How do I... handle them? I want to send it to Apple to be replaced, not have them tell me some local third-party thing.

Also, as the PowerBook is about nine months old, technical support isn't free. How much does it cost? I can't seem to find it on Apple's site. Because of the one year limited warranty, the actual replacing will be free, right?

These may sound like silly questions, but I just want to make sure I don't get screwed. ;)
 

ppc_michael

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Original poster
Apr 26, 2005
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Los Angeles, CA
Hey thanks!

Okay since I don't have AppleCare I went with that one-time $50.00 option. They'll be sending me a box and hopefully fixing everything! Yaaay I'm excited. :)
 

PDE

macrumors 68020
Nov 16, 2005
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ppc_michael said:
Hey thanks!

Okay since I don't have AppleCare I went with that one-time $50.00 option. They'll be sending me a box and hopefully fixing everything! Yaaay I'm excited. :)

If it's a hardware problem that is covered under warranty, you are not supposed be charged ANYTHING. The $50 is in place in case it something you have done to your computer, such as installed software that conflicts - something that is not covered by warranty and is a pure tech support issue. If it leads to a warranty repair, they are not supposed to charge you.
 

ppc_michael

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Apr 26, 2005
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Los Angeles, CA
The way it was explained to me is that the $50 was like a one-time Apple Care incident. This is because I asked if I could send it directly to Apple instead of taking it to a third party, because I always have bad luck with those places.

So the completely free way would be to take it to a third party. The $50 dollars was so I could send it directly to Apple.

At least, that's how it was explained to me...
 

baby duck monge

macrumors 68000
Feb 16, 2003
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Memphis, TN
I thought it was like $50 to talk to Applecare on the phone for diagnostic purposes if you were outside of their phone support period. It's free if you take it in to a brick-and-mortar store, but they don't want you tying up their phone line!
 

cmm

macrumors 6502a
Apr 30, 2006
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NYC
Get your point across while being firm. They will want to test it for themselves to make sure it's the logic board; be prepared for that.
 

Macky-Mac

macrumors 68030
May 18, 2004
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baby duck monge said:
I thought it was like $50 to talk to Applecare on the phone for diagnostic purposes if you were outside of their phone support period....

after 90 days, if you're just getting "phone support" then it would cost, but if the call is about a hardware failure that's covered by the warranty then there's not supposed to be any charge
 

LethalWolfe

macrumors G3
Jan 11, 2002
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Los Angeles
As other have said, polite but firm (most CSR's pretty much get stuck w/bitchy people all day so you'd be surprised how far some respect and nice words will get you) and don't be afraid to ask to be transfered to a manager or supervisor if you feel like you've hit a wall. The first people that talk to you on the phone are the low people on the totem pole and typically don't have the authority to bend rules or make exceptions.


Lethal
 

ppc_michael

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Apr 26, 2005
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Los Angeles, CA
Oooomygod.

I sent my PowerBook to Apple. They're supposed to repair my logic board and get a stuck disc out of my superdrive.

Today I got a call (on my answering machine) from them. They said there was damage from a fluid spill that has affected aaallll this stuff like my hard drive, DC power, logic board, super drive, the list goes on and on. I never spilled anything.

So they said my warranty doesn't cover spills so they can't fix anything unless I pay the estimated $1,500.00.

They're using this erroneous "spill" thing an an excuse.

I just want my PowerBook to work right. :(
 

admiraldennis

macrumors regular
Aug 19, 2002
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Boston, MA
ppc_michael said:
Oooomygod.

I sent my PowerBook to Apple. They're supposed to repair my logic board and get a stuck disc out of my superdrive.

Today I got a call (on my answering machine) from them. They said there was damage from a fluid spill that has affected aaallll this stuff like my hard drive, DC power, logic board, super drive, the list goes on and on. I never spilled anything.

So they said my warranty doesn't cover spills so they can't fix anything unless I pay the estimated $1,500.00.

They're using this erroneous "spill" thing an an excuse.

I just want my PowerBook to work right. :(
Do you have the extended AppleCare?

I've known multiple people who've flat out spilled **** (soda, water) on their laptops and sent it in and gotten it back with a new logic board.
 

ppc_michael

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Apr 26, 2005
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Los Angeles, CA
admiraldennis said:
Do you have the extended AppleCare?

I've known multiple people who've flat out spilled **** (soda, water) on their laptops and sent it in and gotten it back with a new logic board.
No, I don't have any AppleCare, only the one year limited warranty for hardware.
 

mlrproducts

macrumors 6502
Apr 18, 2004
393
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Make sure when calling Applecare to specify you're calling because of a HARDWARE DEFECT when outside 90 days but within the 1 year. I've never had a problem when I made specific that I was calling to get something hardware-related fixed (and it helps if you know what you're talking about).
 

maxterpiece

macrumors 6502a
Mar 5, 2003
729
0
Okay you didn't spill anything. How did you know it was just a logic board problem? had you run a hardware test before you left that said everyhtign else worked?

If so then u gotta fight for your rights kid! Tell them the truth. If they have achoice between fixing your computer and calling you a liar then you know what they'll choose.