Below is the company's response to your complaint.
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Complaint ID: 16027060
Complaint Classification:
Complaint Description - Posted 3/24/2009 8:55:05 AM
I contacted the executive customer relations regarding a known issue with the WHITE MacBook's Palm Rests cracking and creating a hazard to the user. They fixed the problem because it is a known problem and is not willing to do a full on re-call for this issue. About two weeks later(03/23/2009) the MacBook has the same issue and I asked for a replacement laptop and was denied. I feel after 3 replacements of the same computer and then having to have this current laptop repaid twice for the same issue means the build of this laptop is not up to par for a customer that has spent over $1300.00 for a product that does not last over a year.
Complaint Summary
Incompetent employee's that are not willing to replace a older MacBook for a customer that has been through more then 3 replacement MacBooks.
Resolution Sought
Current unibody Replacement MacBook.
Additional Information
Date Problem First Occurred:
3/23/2009
Product or Service: Their customer service is not as good as it use to be.
Model Name or Number: MacBook
Date Purchased:
Order Number:
Amount In Dispute: $1,400.00
ompany's Response
Company's Initial Response - Posted 03/27/2009
Thank you for your recent correspondence to the executive offices of Apple regarding the above referenced customer. The following excerpt from the Apple One-Year Limited Warranty is available at : Apple's warranty obligations for this hardware product are limited to the terms set forth below: Apple, as defined below, warrants this Apple-branded hardware product against defects in materials and workmanship under normal use for a period of ONE (1) YEAR from the date of retail purchase by the original end-user purchaser (Warranty Period). If a hardware defect arises and a valid claim is received within the Warranty Period, at its option and to the extent permitted by law, Apple will either (1) repair the hardware defect at no charge, using new or refurbished replacement parts, (2) exchange the product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product, or (3) refund the purchase price of the product. The following excerpt from the Apple Parts - Ninety (90) Days Limited Warranty is available at : Apples warranty obligations are limited to the terms set forth below: Apple, as defined below, warrants this Apple-branded hardware part against defects in materials and workmanship under normal use for a period of NINETY (90) DAYS from the date of retail purchase by the original end-user purchaser (Warranty Period). If a hardware defect arises and a valid claim is received within the Warranty Period, at its option, Apple will either (1) exchange the part with a new, used or refurbished part that is at least functionally equivalent to the original part, or (2) refund the purchase price of the part. A replacement part assumes the remaining warranty of the original part or ninety (90) days from the date of replacement, whichever provides longer coverage for you. Apple records confirm Mr. Santiago received his MacBook on February 26, 2008 and that no repairs were performed on the MacBook during the Apple One-Year Limited Warranty period. Mr. Santiago contacted this office on March 2, 2009, requesting assistance with an issue described as cracking of the topcase near the palmrest. As a demonstration of Apples strong commitment to customer satisfaction, this office arranged for in-warranty service to replace the affected part, which was performed by the Apple Store Southcenter on March 6, 2009. Mr. Santiago contacted this office on March 19, 2009, indicating the issue was again occurring, and requesting Apple replace his computer. Apple declined Mr. Santiagos request for a replacement MacBook, based on the in-warranty repair history of the MacBook, and the terms and conditions of the Apple One-Year Limited Warranty. Apple will, however, continue to provide support for the topcase under the terms and conditions of the Apple Parts - Ninety (90) Days Limited Warranty. Apple appreciates the support of our customers, including Mr. Santiagos, and strives to reach mutually satisfactory resolutions to all customer requests; we apologize that we were not able to do so in this instance. Apple considers this matter closed.
Initial Response Summary
Apple will continue to provide support for the topcase under the terms and conditions of the Apple Parts - Ninety (90) Days Limited Warranty.
My Rebuttal:
Seems that the customer service is not as good as it is when the CEO is around. You being in the customer service field should be able to make the customer happy no matter what.
Maybe because i'm a retail manager and thats what my company's motto is, I must expect to much from a company that I have spent thousands on.
I have spent thousands on Apple products and this has left a bitter taste in my mouth for sure.
If the person who looked into this would have done a complete job, they would have seen this has been my 4th computer replacement, and first repair on this UNIT. But because someone who must have been lazy to go back a year from now and actually look into my history ,so your not able to speak completely on this issue.
The people who run the email sjobs@apple.com are not doing their job. If they were. I would have received a phone call/email response with in 24 hours.
It sucks when you can't even find a company that stay's true the people who made them what they are today.
I will no longer be spending my hard earned money and buying Apple products from now on.
Thanks,
No longer a Apple customer - John Santiago
What a company does to resolve complaints is part of the information we report to the public on individual companies. To be certain that our report on this company is accurate, we need your confirmation that this complaint has been settled. Would you take a minute to tell us about your satisfaction or dissatisfaction with the response? The yellow shaded area indicates the complaint's current processing status and will allow you to enter your response in the text box.
If we do not hear from you within the next seven days, we will assume you have accepted the company's offer or explanation and are satisfied with it. However, please feel free to contact us again if the company has made an offer to settle your complaint and fails to perform accordingly.
Thank you for using the Better Business Bureau.
Complaint ID: 16027060
Complaint Classification:
Complaint Description - Posted 3/24/2009 8:55:05 AM
I contacted the executive customer relations regarding a known issue with the WHITE MacBook's Palm Rests cracking and creating a hazard to the user. They fixed the problem because it is a known problem and is not willing to do a full on re-call for this issue. About two weeks later(03/23/2009) the MacBook has the same issue and I asked for a replacement laptop and was denied. I feel after 3 replacements of the same computer and then having to have this current laptop repaid twice for the same issue means the build of this laptop is not up to par for a customer that has spent over $1300.00 for a product that does not last over a year.
Complaint Summary
Incompetent employee's that are not willing to replace a older MacBook for a customer that has been through more then 3 replacement MacBooks.
Resolution Sought
Current unibody Replacement MacBook.
Additional Information
Date Problem First Occurred:
3/23/2009
Product or Service: Their customer service is not as good as it use to be.
Model Name or Number: MacBook
Date Purchased:
Order Number:
Amount In Dispute: $1,400.00
ompany's Response
Company's Initial Response - Posted 03/27/2009
Thank you for your recent correspondence to the executive offices of Apple regarding the above referenced customer. The following excerpt from the Apple One-Year Limited Warranty is available at : Apple's warranty obligations for this hardware product are limited to the terms set forth below: Apple, as defined below, warrants this Apple-branded hardware product against defects in materials and workmanship under normal use for a period of ONE (1) YEAR from the date of retail purchase by the original end-user purchaser (Warranty Period). If a hardware defect arises and a valid claim is received within the Warranty Period, at its option and to the extent permitted by law, Apple will either (1) repair the hardware defect at no charge, using new or refurbished replacement parts, (2) exchange the product with a product that is new or which has been manufactured from new or serviceable used parts and is at least functionally equivalent to the original product, or (3) refund the purchase price of the product. The following excerpt from the Apple Parts - Ninety (90) Days Limited Warranty is available at : Apples warranty obligations are limited to the terms set forth below: Apple, as defined below, warrants this Apple-branded hardware part against defects in materials and workmanship under normal use for a period of NINETY (90) DAYS from the date of retail purchase by the original end-user purchaser (Warranty Period). If a hardware defect arises and a valid claim is received within the Warranty Period, at its option, Apple will either (1) exchange the part with a new, used or refurbished part that is at least functionally equivalent to the original part, or (2) refund the purchase price of the part. A replacement part assumes the remaining warranty of the original part or ninety (90) days from the date of replacement, whichever provides longer coverage for you. Apple records confirm Mr. Santiago received his MacBook on February 26, 2008 and that no repairs were performed on the MacBook during the Apple One-Year Limited Warranty period. Mr. Santiago contacted this office on March 2, 2009, requesting assistance with an issue described as cracking of the topcase near the palmrest. As a demonstration of Apples strong commitment to customer satisfaction, this office arranged for in-warranty service to replace the affected part, which was performed by the Apple Store Southcenter on March 6, 2009. Mr. Santiago contacted this office on March 19, 2009, indicating the issue was again occurring, and requesting Apple replace his computer. Apple declined Mr. Santiagos request for a replacement MacBook, based on the in-warranty repair history of the MacBook, and the terms and conditions of the Apple One-Year Limited Warranty. Apple will, however, continue to provide support for the topcase under the terms and conditions of the Apple Parts - Ninety (90) Days Limited Warranty. Apple appreciates the support of our customers, including Mr. Santiagos, and strives to reach mutually satisfactory resolutions to all customer requests; we apologize that we were not able to do so in this instance. Apple considers this matter closed.
Initial Response Summary
Apple will continue to provide support for the topcase under the terms and conditions of the Apple Parts - Ninety (90) Days Limited Warranty.
My Rebuttal:
Seems that the customer service is not as good as it is when the CEO is around. You being in the customer service field should be able to make the customer happy no matter what.
Maybe because i'm a retail manager and thats what my company's motto is, I must expect to much from a company that I have spent thousands on.
I have spent thousands on Apple products and this has left a bitter taste in my mouth for sure.
If the person who looked into this would have done a complete job, they would have seen this has been my 4th computer replacement, and first repair on this UNIT. But because someone who must have been lazy to go back a year from now and actually look into my history ,so your not able to speak completely on this issue.
The people who run the email sjobs@apple.com are not doing their job. If they were. I would have received a phone call/email response with in 24 hours.
It sucks when you can't even find a company that stay's true the people who made them what they are today.
I will no longer be spending my hard earned money and buying Apple products from now on.
Thanks,
No longer a Apple customer - John Santiago
was trying to fix your issues each time weren't they?
