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Kudos to Applecare

e²Studios

e²Studios

macrumors 68020
Original poster
Apr 12, 2005
2,104
5
I have a 2.0Ghz MBP it would freeze or shutdown randomly, I had graphics lines all over the screen, video artifacting, and it would get way too hot for its own good (fans didn't seem to work). Well I let said laptop sit around from late 07 and all of last year. I needed a portable so I bought a netbook, while its been a decent experience it just isn't my MBP.

I was thinking to buy a new MB with my tax refund and a co-worker suggested I take it to our local Apple store. I figured it was the Logic Board and it would cost more to repair it than it would be to throw a few hundred more at it and buy a new Macbook, I was wrong.

I signed up for an appointment online and headed to the store, this was last Friday. They ran a few tests on it, and figured out that the battery was the reason it was randomly shutting down (something about shutdown code 0 and 3). I asked about the graphics card, they did a test and sure enough it started acting up in the test as well as making odd distortion on the desktop background.

I am way out of warranty, I fully expected to hear some astronomical price. Then they mentioned the Apple flat rate repair. I had to ask about 1000 times if it covered everything mentioned, lol. Paid the $310 and off it went to TX. Today I noticed it showed up at the TX facility, then repairs were finished, and right now its on a Fed-Ex next day air flight and will be at my doorstep by 10:30am tomorrow.

I called Apple since online it didn't say what they did repair wise. They not only replaced the Logic Board, but also two fan assemblies, the SuperDrive, the wifi card, and the battery. So for $310 I was out my MBP for a few days and they went over and beyond and replaced parts I didn't even know had issues.

Great deal if you ask me, and some great customer service too. I was hesitant to say my next portable would be a Apple, but after this experience I can say when I am ready to buy it will be one. I was a bit peeved when my MBP started acting up months out of warranty, but honestly I feel the price I paid was more than fair for the repairs that they did.

I figured since there are rants a many here I would share my positive AppleCare story with you all. :)
 
The MBP was delivered to me and all is great! I installed Snow Leopard on it as well as a few other apps. I don't think I'll be using it to play WoW anymore, I have a feeling the long hours on that game are what may have destroyed my video card in the first place.

Great customer service and great support from Apple!
 
That's unbelievable to me. Very sweet.

I bought two iPods around 2005 and both had battery problems. Apple refused to help, can't remember what the deal was.

Anyway they were just iPods so I bought a Mac mini. It ran great, no problems at all. Still runs great.

Then I bought a dual G5 desktop, nice machine but always had video issues. Apple wouldn't really do anything about it. But man, the OS and fit and finish were sweet and I decided never to return to windows.

So then I bought a ~2006 MBP. Nothing but problems: speakers sounded blown right from the get-go, loud, cracking superdrive (more than what's considered normal), the power supply melted at the laptop connector end, the brick end frayed and would spark, the display always had a discolored corner almost like there was a magnet somewhere (but wasn't), the battery stopped holding a charge about 2 months after purchase, failed fan assembly on the left side...you get the idea, just generally a lemon.

Of course I called Apple multiple times and they have never replaced even a single part or offered any kind of assistance at all. Apparently, the reason being that I bought the unit from a reseller (can't remember which one)

Finally, a couple of days ago, the ATI x1600 failed, only showing a scrambled screen and turning the machine off after about 30 seconds.

I really like OS X and the machines in general, but damn. How do you guys get this phenomenal service? I've never been short or angry on the phone and have always maintained an understanding attitude when they said they couldn't help.

There's no Apple store close to me so I've always had to call the #800 support and always, always they cannot help. They've only ever offered to sell me a new machine.
 
I actually noticed that the DVD was just software (Maybe a firmware update?) and not a replacement SuperDrive. It looks like they replaced the Logic Board, two fans, and the battery. Either way for $310 + tax I am more than happy with the service and repairs that Apple did with my MBP.

Now I just have to resist playing games on it...

Attached is the initial service invoice, and the AppleCare sheet sent to me after the repairs. Total charged to my CC was $328.38 after applicable CA Tax.

If anyone is having issues maybe these can help you get flat rate service, or explain that there is one to an Apple Service Provider.

I am really happy I decided to go to the Apple Store, they brought my MBP back to life :D

ac_invo.jpg


ac_mbp.jpg
 
drech said:
There's no Apple store close to me so I've always had to call the #800 support and always, always they cannot help. They've only ever offered to sell me a new machine.
Click to expand...

Unfortunately, I think you start out 10 steps ahead with Apple Customer Service if you have the opportunity/ability to take your malfunctioning hardware to an Apple Store.

It's not like it's a company policy or anything, but

1) it's a lot easier to diagnose a problem when they have your _____ in front of them and
2) it's human nature that it's much easier to say "no" to a faceless person on a telephone than it is to somebody right in front of you.
 
ManhattanPrjct said:
1) it's a lot easier to diagnose a problem when they have your _____ in front of them and
2) it's human nature that it's much easier to say "no" to a faceless person on a telephone than it is to somebody right in front of you.
Click to expand...

I'm gonna have to make a road trip...it's about 4 hours away. SO ANGRY! Ok, not really ;)

If it was a PC that had these problems, I'd be in the face of anyone I could find, but with the MBP, I seem calm...

How does Apple do that? Flouride-resin keys?
 
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