I've had it w/ my Macbook Pro. Letter to SJobs

Discussion in 'MacBook Pro' started by pamon, May 26, 2009.

  1. pamon macrumors 6502

    May 12, 2006
    I've had nothing but problems w/ my MBP 2.6Ghz model and have finally sent the below letter of to the sjobs@apple.com email address for someone in the executive levels of customer service to look at. Originally sent to the wrong address early in May. Hoping for "any" type of customer service from them. Wish me luck on the journey... Letter attached... I've taken out my name, ph # and serial # for obvious reasons...:)

    To Whom It May Concern:

    Re: Macbook Pro Serial # XXXXXXXXXXX

    My name is Mr "X" and I purchased a Macbook Pro in January 2008. It is serial # XXXXXXXXXXX. It was purchased from the Apple store online and it ran $2700 or so at the time of purchase. Initially it ran perfectly but mid 08 the keyboard and mouse trackpad became unresponsive and unuseable. I brought it to the Apple store in Newport Beach, CA and they replaced the logic board and top case at no charge. In november of 08 I noticed the same problems occuring again and brought the unit to your Apple Store in Costa Mesa, CA.

    Along with the keyboard and mouse trackpad being unsponsive and in a frozen state, the display has white spots and see through spots on the screen. I spoke to the Genius specialist at the store and he said that yes, the topcase and logic board would need to be replaced once more and that the LCD screen would need to be replaced. I left the store figuring that it would be replaced.

    I then received a call from that store stating that the memory I installed in mid 2008 caused damage to the logic board and they had to "forcibly" remove it from the board and that the logic board is no longer covered by the warranty. I explained to the technician that i've been in the computer industry for over 15 years and I know how to replace memory. She didn't care and told me it'd be $1250 for the repair. I asked if just the LCD could be replaced and i'd work on getting the other replaced on my own, and she said "no" once again. I went into the same store and spoke with someone in the genius bar. They explained the unit now had water damage and that they couldn't do anything about it. I gasped in amazement and said I have control over the unit 24/7 and I didn't spill anything on or in it and asked for a manager. Since it was around the holiday's, no manager was available to help out and I left with a damaged unit and no luck of repairs.

    The unit is currently being used with an external keyboard due to the keyboard and mouse not working and the LCD screen with white spots. Looking online it appears as several of these units around the time of purchase suffered from top case failures and such.

    I am wriiting to see if Apple is able to help from a corporate level to assist me on this unit. It was a great unit until 2 topcase failures and 2 logic board issues rendered it useless in my opinion. I love the unit and it is my 3rd macbook to date including a powerbook and macbook previous. I have spent well over $10,000 in the apple store alone and hope that something can be done. Whether it be to repair the unit, split the costs of repair with me 50/50, or anything. I have photos available of the LCD white spots listed below and not attached to this email.

    I can be reached either at this email or phone at xxx-xxx-xxxx. I'd like to get this unit repaired and/or fixed soon versus selling it for parts.

    LCD Pic 1: http://www.flickr.com/photos/davidamodt/3458898358/
    LCD Pic 2: http://www.flickr.com/photos/davidamodt/3458898258/
    LCD Pic 3: http://www.flickr.com/photos/davidamodt/3458898444/
  2. peskaa macrumors 68020


    Mar 13, 2008
    London, UK
    Have you even tried to call customer relations?
  3. miles01110 macrumors Core


    Jul 24, 2006
    The Ivory Tower (I'm not coming down)
    Great, another forum member looking for sympathy. Call customer support.
  4. Bye Bye Baby macrumors 65816

    Bye Bye Baby

    Sep 15, 2004
    i(am in the)cloud
    I hope you have some luck.

    Just as a note for the future when you write letters of this type, there are few things you should try and do:

    1. Make the letter shorter. Leters that are two long are usually delt with poorly.
    2. Concentrate on the major problem and hammer that. Don't get lost in details that while are vey annoying don't actually strengthen your case.
    3. Give names and dates of events and converstaions. General desriptions are ineffective.

    I am in the business as it were of doing these kind of things. The best letters are short, highly concentrated and have all the necessary details. They have a great impact.

    Best of luck
  5. sdsvtdriver macrumors 65816

    Jul 31, 2008
    Southern California
    They sure are going to think you're shady using a name like Mr. X!
  6. Ploki macrumors 68020

    Jan 21, 2008
    sdsvt driver:
  7. Pixellated macrumors 65816

    Apr 1, 2008
    Call applecare and ask for customer relations.
  8. maflynn Moderator


    Staff Member

    May 3, 2009
    I echo the statements of the other posters. It does no good complaining here, and for the most part emailing Steve Jobs, remember he's on medical leave. Even if he wasn't, the odds of him addressing this specficially is remote. I'm sure he gets inundated with complaint emails.

    Regardless I also recommend that you call customer support
  9. nazuk macrumors 6502


    Dec 5, 2007
    England, UK
    I yawned after the first paragraph.

    Then I fell asleep!!

    I woke up 3 hours later and pressed SUBMIT to 'submit' this response.
  10. PDE macrumors 68020

    Nov 16, 2005
    Actually, emailing Steve Jobs can do wonders. Not that he replies directly, but the letters are forwarded to executive customer relations and dealt with there. I had amazing response after emailing that address -- both from the Apple Store manager on 5th Ave NYC and from executive relations. They did everything they could possibly do to make me happy and when they were unsuccessful (there were no good LCDs on the 15" MBP at the time), gave me a new computer that cost over $1000 more than the one I had bought (low end 15 MBP to high end 17"). So, yes, emailing sjobs@apple.com can be very effective.

    Having said that, I think the letter is long, tedious and unnecessarily wordy. Shorten it down, get to the point earlier and stop wasting the recipient's time with complaining about what didn't happen/lack of sympathy from apple genius. Focus on what you want instead. They'll help you, if they can actually get through your letter before deleting it out of frustration. Don't mean to be rude, but it needs serious editing.

    Good luck!
  11. Lone Deranger macrumors 68000

    Lone Deranger

    Apr 23, 2006
    Tokyo, Japan
    Ploki: sarcasm

  12. andiwm2003 macrumors 601


    Mar 29, 2004
    Boston, MA


    those responses are either silly, stupid or incompetent.

    i would look into the claim that there was water damage. you need to disprove that as quickly as possible and have them write this into their system otherwise it's going to come back to you.

    good luck!
  13. dollystereo macrumors 6502a


    Oct 6, 2004
  14. Tallest Skil macrumors P6

    Tallest Skil

    Aug 13, 2006
    1 Geostationary Tower Plaza
    Mmm... hmm... :rolleyes:

    Oh, what do I have here? A classic... we all know how THAT turned out.

    Attached Files:

  15. uiop. macrumors 68020


    Jul 22, 2008
    Grand Rapids, MI
    I really feel for you, I too have had many issues with my uMBP. Luckily Apple has helped make up for it. I suggest posting in the Apple support forums. A mod read my story and sent a free subscription to MobileMe.

    Don't give up on trying to resolve your problem. It will be worth it.
  16. CTechKid macrumors regular

    Sep 9, 2008
    Did you install the memory after the first repair or prior to?
  17. Willis macrumors 68020


    Apr 23, 2006
    Beds, UK
    As mentioned, I think you may have jumped the gun a little. Have you tried calling Customer Relations? Only then if you can't get anywhere a letter to sjobs@apple.com is then appropriate.

    You, without a doubt, have an issue with your machine but I'm curious to know they know it's water damaged. They only put water sensors in the new Unibodies so their claim is by only what they've told you. From what I understand you've taken it to two different store with greater success at one of the stores. Have you tried there again?
  18. miles01110 macrumors Core


    Jul 24, 2006
    The Ivory Tower (I'm not coming down)
    Yeah, good luck convincing anyone that there was no water damage despite the markers being colored. Talk about stupid. You'd be better off showing somehow that the moisture sensors can give false positives.
  19. chriszzz macrumors 6502

    Oct 29, 2008
    Why would you put "To whom it may concern" if you wrote the letter specifically to Jobs and other executives? Letter Writing 101, use names.
  20. Artful Dodger macrumors 68020

    Artful Dodger

    May 28, 2004
    In a false sense of reality...My Mind!
    Already touched upon below

    This explains why after reading which sometimes coincides with writing 101…;)
    As some may have seen in the repairs prior it wasn't mentioned that anything was wrong with the RAM before on the first repair and if there was a problem removing the RAM the repair "experts" which I'll use that term loosely, should have made a phone call and not forced removing the RAM at that point causing the damage. Any common sense will tell you to have the customer sign off on something like that thus removing Apple from the equation of damaging anything and letting the customer know it's their responsibility for anything that may transpire from further actions of the repair.

    Good luck and keep this thread updated.
  21. sycho macrumors 6502a


    Oct 7, 2006
    From those photos, I would say that the display looks like it has water damage. I have seen countless water damaged cellphones that have the same types of spots on the display.
  22. schalkse macrumors member

    Jun 16, 2007
    Or something hit the screen very hard.
    I once had a customer who dropped his imac and it fel against the corner of a chair. On the exact place, where the chair hit the screen, a lighter white spot was present.
  23. spinnerlys Guest


    Sep 7, 2008
    forlod bygningen
    It looks like water damage to me too.

    I have an iBook with water flown down its LCD, and since then it has those spots, but they get fewer with time.
  24. damnyooneek macrumors 6502

    Aug 14, 2005
    welcome to the Mac Illusion. where the company makes you believe their hardware is superior to the rest but in reality it all needs to be serviced under warranty. but to do so you will need to make an appointment with a 'friendly' mac genius that will make you wait 30 minutes even though you show up on time to your appointment.
  25. Hls811 macrumors 6502a


    Apr 19, 2004
    New Jersey
    Yeah, talk about stupid - how about you read where he says he bought this in January 2008 - before the Unibody models and the moisture sensors were in MacBook Pro's.

    I wish you luck Pamon.. Please keep this thread updated, I'm curious to hear what happens.. I know if I was in the same situation, I'd be doing the same thing.

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