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I've been screwed around...

M

MattJ11

macrumors member
Original poster
Apr 19, 2008
61
0
Bristol, England
By my local Apple store twice now... heres the story.

So i had a broken USB port so i took the MacBook in to get a new logic board.
They put one in. They said it was fully functional. So i got it home and the case was put back on poorly and then when i turned the computer on it would just kernel panic.

I took it back and they said they had fixed the panic problem by replacing some parts. I made him promise it was fixed (lol). So i was happy that i'd have my MacBook back fully working... But no. I got it home and it was doing the exact same thing.

So i'm taking it in today. What shall i say/do?

Thanks
 
uh, try turning it on in the store, unless you like the "take it home and freak when it doesn't work" ritual...
 
MattJ11 said:
By my local Apple store twice now... heres the story.

So i had a broken USB port so i took the MacBook in to get a new logic board.
They put one in. They said it was fully functional. So i got it home and the case was put back on poorly and then when i turned the computer on it would just kernel panic.

I took it back and they said they had fixed the panic problem by replacing some parts. I made him promise it was fixed (lol). So i was happy that i'd have my MacBook back fully working... But no. I got it home and it was doing the exact same thing.

So i'm taking it in today. What shall i say/do?
Thanks
Click to expand...
Try it out in the store before taking it home again? ;)
 
I did do that last time but i forgot to mention that the panics are really random and can take up to a hour or so to get one.

Thanks
 
MattJ11 said:
I did do that last time but i forgot to mention that the panics are really random and can take up to a hour or so to get one.

Thanks
Click to expand...

Which implies that you have a more serious problem that Apple's engineers can't replicate (so you haven't been screwed). I'd be pushing for a replacement I think.
 
Southernboy said:
Which implies that you have a more serious problem that Apple's engineers can't replicate (so you haven't been screwed). I'd be pushing for a replacement I think.
Click to expand...

Ok thanks. Shall i just ask if i can have a replacement? Or should i hint at it.

I'm only 17 so i can see them just laughing in my face.

Thanks guys.
 
CanadaRAM said:
Got a video camera? Shoot some tape of the unit in use and then panicking. Then you have evidence.
Click to expand...

They no it happens but i will do this anyway.

It's so frustrating because i use my Mac for music production and its quite embarrassing when it keeps crashing infront of bands.

Thanks :)
 
I agree - try an archive install first and if that does not resolve the problem take it back to the store and ask for a replacement. Be confident....
 
MattJ11 said:
Ok thanks. Shall i just ask if i can have a replacement? Or should i hint at it.

I'm only 17 so i can see them just laughing in my face.

Thanks guys.
Click to expand...

1) Put your location on your profile so then people will know where you are and the location and what rights you have as a consumer.

2) What is the name of the shop you are working through (assuming it isn't Apple themselves) and get in contact with Apple over the situation so that they know a partner/reseller isn't doing their job properly.
 
Ask for a manager. Go through the whole history and state you made 3 trips to the store with $4 gas and refuse to leave before a genius fully checks it out and/or you get a new machine. Be polite but firm. I bet you get good results and walk out of there with a fixed or new machine and with a freebie.
 
Generally when they screw up twice it's due time for them to fix their mistake. IMO make them give you a replacement. That's ridiculous.
 
Thanks for the support guys. I took it in yesterday and they put it on emergency list. Btw it isn't a apple store they just fix and sell Macs. If it isn't fixed this time I will deffinatly ask for a replacement.

My warranty runs at on the 23rd... Oops.

I live in England btw.

Cheers
 
MattJ11 said:
My warranty runs at on the 23rd... Oops.
Click to expand...

No it doesn't, because you already contacted them. In theory they could fix your computer, deliver it to your doorstep in two months from now, and you'd still have warranty on the repair for six months (I think it's six months in the UK). And seeing that the repair is the logic board, you shouldn't have any problems getting it swapped if the problems persist.

But, anyway, go have it exchanged. You really need another computer.
 
Is it an Apple Authorized dealer? If so you should go over the dealers head and complain directly to Apple. They may expedite your repair or replacement if they feel the dealer is doing a shoddy job.
 
Yeh they are an authorized dealer.

I heard you get another 90 days of free warranty after each repair.

Can anyone give me a link to someone in the UK at apple who I can talk to about the shop?

Thanks
 
MattJ11 said:
Yeh they are an authorized dealer.

I heard you get another 90 days of free warranty after each repair.

Can anyone give me a link to someone in the UK at apple who I can talk to about the shop?

Thanks
Click to expand...

This is probably easier said than done, but why not go to the  store in London on Regent Street? They're an official store, and you should get better results. I've never trusted "family owned"  resellers...
 
a little secret is this. Once a computer is sent in for repair three times on the same issue, call AppleCare, the tier 1 agent will try and fix the problem, however, if you explain you had it to the store three times for the same issue, and if the store has done their job this will be documented, then it is classified as a looper and you will be transferred to a "product specialist" make them feel sorry for you and you should get a new machine if indeed you have a lemon.

Bu kernel panics are generally fixed by doing the A&I and they will make you do an E&I before they replace it generally as well.
 
Thanks for all the help guys. I will keep you posted on what's going on.

Haha I think I'd have a break down if I didn't have my iPhone to use as a back up machine.
 
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