MacBook - Very disappointing in Apple Care service!

Discussion in 'MacBook' started by PhixionFilms, Dec 11, 2008.

  1. PhixionFilms macrumors 6502

    Joined:
    Dec 6, 2008
    Location:
    Deployed atm
    #1
    I never thought i would be writing this right now, just because i have been satisfied with their service before hand. They have repaired my iMac with a faulty drive about a month ago. But right now, i have never been so ****** at apple service quality.
    Just to point out i live about 150 miles from the closest apple store. Well earlier this week, I have noticed a chip in my macbook (white) in the corner where the light turns on. Well, i guess this is a known problem and so i took it down to the apple store to get it repaired a few days ago. Well i got a call today telling me that its ready to be picked up. So i leave at around 5:00 and get there around 7:30Pm.
    So i walk in and tell the apple employee that im here to pick it up. He goes in the back and brings me back my macbook. I opened it up and i was pleased to see a new keyboard and trackpad, along with it all being bleach white. I was thinking at the time, Man, this is what i payed $250 for apple care.
    Then I clicked the trackpad button and bam, It was so screwed up. I looked at the trackpad and it wasnt even aligned right with the trackpad button. Then i tried clicking it and the right side didnt even click down! I was kinda like what? Then what topped it off, i called the apple employee over and he says "Well its kinda like buying used car parts", I was like WHAT? He walked away, but i didnt sign the release form. He comes back and i said, this isnt what i expected from service with apple. I then explained to him that if i would have known this was going to happen, i would have never brought it in. He then says, "well if its a problem i can take it back and see if they can do something." I said, "Well it would be nice if they can do something tonight, I didnt want to come down here for nothing." He comes back 10 minutes later and says that " Its going to take another day for them to release it to us with the button fixed because its its going to take time fixing it to apple standards." I was speechless; Then why did they call me in the first place if its not "apple standards". Then I drove back home empty handed.
    I understand that people make mistakes but everything was just piling up, i was just so angry. The employees were all rude, and how hard could it be to realign the trackpad with the case?? I dont know if i should call apple about this.. What should i do? I know im going to have to drive down there meaning i am going to be driving for about 600 miles before i have my macbook restored. (If they dont screw up again). So what should I do?
     
  2. California macrumors 68040

    California

    Joined:
    Aug 21, 2004
    #2
    never pays to lose your temper.

    They'll fix it. if they don't, take it back again. It's a 150 mile drive. Smile.
     
  3. HoldFastHope macrumors 6502

    Joined:
    Jan 15, 2008
    Location:
    Sydney, AU
    #3
    It's not possible to have it delivered at all?
     
  4. dextermorgan macrumors member

    Joined:
    Nov 22, 2008
    #4
    I would call Apple CS. Remember just because it's an Apple store doesn't mean Steve Jobs is going to be looking over every employees shoulder. The only way a company knows about a customer getting less than stelar service is if the customer contacts them. For a company as concerned about satisfaction as Apple seems to be (on the service end at least) I'm sure they will appreciate the call.
     
  5. shady825 macrumors 68000

    shady825

    Joined:
    Oct 8, 2008
    Location:
    Area 51
    #5
    Be happy its getting fixed! I was expecting to read something about them not fixing it. Another day is no big deal. Yes i know you live pretty far but at least its getting done right.
    Although you are right, it should have been fixed right the first time.

    A call to Apple can never hurt. You have nothing to loose!
     
  6. Primejimbo macrumors 68040

    Joined:
    Aug 10, 2008
    Location:
    Around
    #6
    But it's not like it's a 20 min drive, and I would be upset also. I don't have the time to be driving almost 3 hours (over 5 hours round trip).
    When something comes back for repair, why can't they check it out at the store before calling? Is that possible?
     
  7. shady825 macrumors 68000

    shady825

    Joined:
    Oct 8, 2008
    Location:
    Area 51
    #7
    Your right and as i originally stated, i understand he lives far.
    The bottom line is that the unit IS getting fixed. Others aren't always as lucky so the OP should at least be happy that some action is being taken.

    Would you rather have to make the extra trip or have Apple tell you they wont fix it?
     
  8. Primejimbo macrumors 68040

    Joined:
    Aug 10, 2008
    Location:
    Around
    #8
    That is true. So this doesn't happen again can a person ask the Genius person to check it out before making a long trip?
     
  9. shady825 macrumors 68000

    shady825

    Joined:
    Oct 8, 2008
    Location:
    Area 51
    #9
    That would be my best advice. Call first and have someone look it over.
     
  10. f1 macrumors 6502

    Joined:
    Oct 11, 2007
    #10
    did they not give you an option of a depot repair? from what i understand with a depot repair they'll ship the unit back to your house so you don't have to cmoe back to the store.
     
  11. shady825 macrumors 68000

    shady825

    Joined:
    Oct 8, 2008
    Location:
    Area 51
    #11
    Most people (and i know i) would like as little people as possible handling my macbook. Ive heard stories of UPS/Mail carriers just leaving them on your porch for any hooligan to steal.
     
  12. Vikz macrumors regular

    Vikz

    Joined:
    Nov 13, 2007
    Location:
    San Juan, Puerto Rico
    #12
    the topcase in this case is DOA and they will just put a new topcase in the machine since there's no manual to repair a trackpad button. if they dont do it call apple and tell them the topcase came DOA and the apple tech dindt fix it even after knowing apple themselves shipped a defective topcase to repair your computer.
     
  13. jav6454 macrumors P6

    jav6454

    Joined:
    Nov 14, 2007
    Location:
    1 Geostationary Tower Plaza
    #13
    You should have called Apple Service instead and use that. Takes longer, but you don't have to waste gas. Also, Apple Service will most likely repair and fix every problem, even the ones you don't know off.

    Apple Stores don't mid quality much because they know if the customer came to the store, he can come again. Unlike Apple Service where they have to get it right the first time.
     
  14. Heimlich macrumors member

    Joined:
    Sep 20, 2008
    #14
    I can see how there are very very very high expectations of Apple. They set their own standards so high that anything less seems really bad.

    Yeah. A person who lives only a few miles away from the nearest store wouldn't have had as bad an experience. That sucks that you (the OP) live 150 miles from the store..
     
  15. socco macrumors regular

    Joined:
    Nov 23, 2008
    #15
    Definitely give their customer service a call, couldn't hurt to send an email to Steve Jobs either. That's gonna cost you almost $100 in gas money, not to mention all the time. You have every right to be upset.
     

Share This Page