MBP AppleCare SUSPENDED Due To Scratch!

[sushi]

He clarified that I still have full technical support, but any hardware problems cannot be fixed until they *assess* the internals of the machine.

This makes sense.

The damage on your DVI port is suspect. By looking at the internals, they will be able to ascertain if internal damage was caused by or related to the dimple. That dimple was created from an accident of some sort and is not normal wear and tear.

Who knows, you may get lucky.

 

[Consultant]

Looks like it's been dropped, the DVI picture shows it.

I have seen dropped PowerBook and MBP that doesn't even have any sign of damage, so this has to be a pretty severe drop.

Wow... I can't believe anybody here thinks Apple is in the right to suspend his Applecare.

The DVI port itself looks just fine. And as far as I can tell from the OP's statements, it still works correctly, too.

......

And the funny thing is; the OP claims he didn't do anything to it. Which, honestly, I believe him.

To the OP; I hope you get everything sorted out. There's no reason they can't solve a fan issue cause there is a ding on the case.

So in the 'mattcube64' world, if you crash a car due to user negligence, the car manufacturer is responsible to repair it?

 

[kolax]

Looks like it's been dropped, the DVI picture shows it.

I have seen dropped PowerBook and MBP that doesn't even have any sign of damage, so this has to be a pretty severe drop.

So in the 'mattcube64' world, if you crash a car due to user negligence, the car manufacturer is responsible to repair it?

Had it been dropped, the casing would be bashed. It is just the plug that is slightly bent.

This to me sounds like the DVI cable has been yanked/slightly pushed at an angle (possibly when putting the MBP down and the cable gets pulled slightly). Certainly hasn't been dropped that's for sure. If it had been dropped, there would be a proper dent on the casing.

 

[evanxlee]

So in the 'mattcube64' world, if you crash a car due to user negligence, the car manufacturer is responsible to repair it?

oh my gosh, i had written this HUGE diatribe about this exact point, using the exact same metaphor! I decided not to post it, because it'd ignite a war, but I completely agree with you. Do these people not realize that they are responsible for their property's condition, not the manufacturer? And in any event that somebody damages property, any component of a highly interrelated, complex machine could also be damaged as a result?

oh that's right, they have applecare. i guess that means my argument is invalid, because they got the extended warranty.

 

[kingtj]

fan repair, Genius Bars, etc.

A few comments.

1. Despite how it arguably "should be", the smaller cooling fans used in laptops and hard drive enclosures, etc. tend to fail after a few years of regular use. I do on-site PC and Mac repair for a living, and I can tell you this has been my experience time and time again. The smaller fans, especially, are made cheaply, are sold for only a few bucks each, and do need occasional replacement.

2. That being said, it's *ridiculous* for Apple not to cover a replacement of a bad one under an extended Applecare warranty. It's one of the cheapest replacement parts you could ever ask for on a warranty claim!

3. I've learned not to take any of my Mac products to a "genius bar" for warranty coverage. Rather, just call Apple's toll-free number and deal with the entire situation over the phone. Once you follow their steps and they determine, on the phone, your system needs a warranty repair - you can mail it directly in to Apple's service center, where properly qualified techs. will decide what to do with it. The "geniuses" at the Apple retail stores are really "hit or miss" as to their level of tech. knowledge. A good friend of mine used to work as a Mac genius, and she quit years ago, saying she'd "really never want to go back, seeing the sharp drop in overall competency of their staff" these days. Many of the retail store "geniuses" are just music junkies, more interested in the iPod and/or iPhone than anything else. Some have no previous computer experience in their employment history at all.

I don't see how it's funny...You do know that the fans are supposed to hold up to standards which say they should last for somewhere in the range of 10 years, right?

 

[misterpasta]

bent metal

The Metal on the DVI port is bent. This is not caused by 'Yanking' on a DVI cable.
Let's not forget the subject of this thread is. AppleCare SUSPENDED Due TO Scratch. There is more going on here than a scratch.. Scratch my head in disbelief.

 

[donbenjy]

that seriously does not look like drop damage. If anything, I'd say it looks like compression on the edge of the laptop that could've happened at any time, and does definitely not look like anything more than damage to the external casing. Surely if it were dropped there, the DVI port would be the think to stop functioning, rather than the component exactly opposite it?

Why would the OP lie to us?! I don't get why he'd go to all this effort if he didn't genuinely believe that he's taken care of it. He's under no obligation to convince us that he didn't drop it. It's not some mystery, though I do concede that some people would lie to Apple about the nature of damage. If he did drop it, he would either have said, or just left the topic


On a different note, the Geniuses in Birmingham, UK are really good

 

[Luftwaffles]

The Metal on the DVI port is bent. This is not caused by 'Yanking' on a DVI cable.
Let's not forget the subject of this thread is. AppleCare SUSPENDED Due TO Scratch. There is more going on here than a scratch.. Scratch my head in disbelief.

I personally never said that any yanking could have caused it. But being picked up and set on a desk every day for over a year can certainly cause that, which is why I feel it is wear and tear.

Regardless, the thing that I think really caused the genius to refuse a repair was the scratch on the palm rest, which he calls a "puncture"... anyone who looks at it will know that is not a "puncture". A "puncture" sounds like something that involves an ice pick and a hammer. That's a deep scratch, if anything. My Executive Relations rep actually said that his wrists rest at about the same place on his MBP, and that a wristwatch is certainly not to be ruled out as the cause.

This thread isn't about disputing who or what caused the cosmetic damage to the machine, it's about the fan that failed. A simple Google search turns up hundreds of results *specifically* regarding a failed left fan.

If you want to claim that everyone whose fans have failed abuses their laptop and/or uses it as a seat warmer, be my guest. I'll be patiently waiting for the diagnoses from a trained technician.

 

[the advisor]

Interesting thoughts.

Regardless of all the arguments going on here, it is quite interesting to see how the opinions fall. It will also be interesting to see how the 'real' apple assesses the issue, and if they will contradict the tech. They don't clearly define the boundaries of what falls under warranty and what does not, as in the end it all falls under a judgment call. A judgment call by an unreliable judge, that is.

I hope they fix your machine, and I hope a revolution starts where they up the requirements for the artists-turned-expert-professional-repairmen.

 

[amrk47]

always, always call applecare

never go and see a "genious"

my testicles are smarter than them

 

[173080]

Wow, it's ridiculous that Apple suspended your AppleCare for that cosmetic damage. A laptop is commonly and easily dropped by its mobile nature, therefore it is wear and tear. The aluminum on these notebooks is very fragile in the first place - it bends, dents, and scratches easily. I understand that cosmetic damage isn't covered, but the OP isn't asking for the dents to be fixed.

What about people who buy Apple laptops to use them out in the field. Should they have to keep their MBP in pristine condition to retain the warranty over the logic board?

Say I crash my BMW and the rear bumper is destroyed and I simply don't feel like fixing it. Then the water pump fails. The dealer wouldn't deny the warranty and refuse to replace the water pump until I fix the unrelated damage. But because it's holy Apple, people seem to think that it's okay.

 

[Luftwaffles]

UPDATE: Just got off the phone with my Exec. Relations rep again.

He said that the lead genius at the Apple store took another look at my laptop after I dropped it off, and said that her "years of experience" tells her that it will probably result in accidental damage.

I said okay, you and I and everybody in that damn store knows that the scratch is accidental damage, but there's also a dispute over the definition of "wear and tear", and why does that change the fact that a fan failed?

He said that he spoke to an engineer an hour ago regarding my situation, and the engineer told him that repairing the laptop would obviously involve removing the case, and because of the very slight bend in the DVI port, there could be stress on the logic board during repair. That means that if the technician isn't careful (As if he shouldn't always be???), damage to the logic board could result from trying to replace the fan. And that's their rationale for telling me that I need to fork over $700 for a new case before they'll touch the machine.

I told him that as a college kid, I'm really in no position to shell out that kind of money, and the current economic troubles are making things even worse.

It sounds like I'll have to pay for something, and I'm really not liking that option. I'll call up my lawyer within the next 24 hours and brief him on the situation. The definition of "wear and tear" might be something I'll have to prove with "legal" force.

 

[amrk47]

i cant believe they "suspended" your applecare



i would tell you to visit a different apple store

 

[J the Ninja]

UPDATE: Just got off the phone with my Exec. Relations rep again.

He said that the lead genius at the Apple store took another look at my laptop after I dropped it off, and said that her "years of experience" tells her that it will probably result in accidental damage.

I said okay, you and I and everybody in that damn store knows that the scratch is accidental damage, but there's also a dispute over the definition of "wear and tear", and why does that change the fact that a fan failed?

He said that he spoke to an engineer an hour ago regarding my situation, and the engineer told him that repairing the laptop would obviously involve removing the case, and because of the very slight bend in the DVI port, there could be stress on the logic board during repair. That means that if the technician isn't careful (As if he shouldn't always be???), damage to the logic board could result from trying to replace the fan. And that's their rationale for telling me that I need to fork over $700 for a new case before they'll touch the machine.

I told him that as a college kid, I'm really in no position to shell out that kind of money, and the current economic troubles are making things even worse.

It sounds like I'll have to pay for something, and I'm really not liking that option. I'll call up my lawyer within the next 24 hours and brief him on the situation. The definition of "wear and tear" might be something I'll have to prove with "legal" force.

It seems the problem here isn't so much that the case is dented in and of itself, but that they're concerned that they won't be able to get the machine back together. Since the drive, case, and board don't need to separate to replace the fan, I'm a bit curious as to where the trouble spot would be. Try asking?

I have to admit this thread is freaking me out a bit, since my MBP has a dent from a fall as well (although it's on the palmrest edge by the battery, and shouldn't get in the way of any repairs). But you should ask whether or not the damage itself is the problem (ie, they think the bad fan was caused by the same incident that caused the dent) or that the dent is preventing them from making the repair.

 

[Ibjr]

This machine looks dropped and or heavy objects placed atop.

Likely good call Apple

What on earth are you talking about? That is normally how a macbook pro looks after a year, the bend is normal (that is why they reenforced it in the new MBP) and from the pictures there is no other sign of wear.

How exactly does a drop only dent an isolated spot?

 

[mattcube64]

Looks like it's been dropped, the DVI picture shows it.

I have seen dropped PowerBook and MBP that doesn't even have any sign of damage, so this has to be a pretty severe drop.



So in the 'mattcube64' world, if you crash a car due to user negligence, the car manufacturer is responsible to repair it?

No, in the 'mattcube64' world my car's manufacturer would rebuild my transmission under warranty if I had a ding on my passenger door.

 

[miamialley]

I don't know what Applecare is supposed to cover, but from your pictures, you've been pretty rough on that machine. Three different areas show significant damage IMHO. One argument is that, if you are going to be that rough with the computer, it would seem reasonable for components (i.e. the fan) to perhaps malfunction as a result.

If you machine had no damage it'd be different. I hope it gets worked out for you though.

 

[Luftwaffles]

I don't know what Applecare is supposed to cover, but from your pictures, you've been pretty rough on that machine. Three different areas show significant damage IMHO. One argument is that, if you are going to be that rough with the computer, it would seem reasonable for components (i.e. the fan) to perhaps malfunction as a result.

If you machine had no damage it'd be different. I hope it gets worked out for you though.

The machine is 1.5 years old, it's put in a protective sleeve and a padded backpack every day. It's set on desks every day when I go to class.

When I type on the machine, my palms rest on the palm rests (go figure). Inadequate design of the laptop's support structures by Apple is by no means my fault, and IM(biased)O does not constitute "damage" when that weak structure begins to give way. When the I-35 bridge collapsed, they didn't sue the drivers who were on it at the time. Why? Because it is reasonable to expect that the structure was built to handle that kind of traffic.

How does that constitute significant damage? It is by-the-book wear and tear and is to be expected for a machine of its age.

Also, the scratch on the palm rest showed up 2-3 weeks ago. The fan has been dead for the last 2 months. So there's one potential cause debunked.

 

[Kaupa]

Hi,
couldnt you just try to fix the dent by yourself and go to another Applestore?

 

[Luftwaffles]

Hi,
couldnt you just try to fix the dent by yourself and go to another Applestore?

The case is already on file. If I were to take it to another Apple store (there is only one in Nebraska, so that's not an option), they would pull up my machine's records and see the open case, read the notes and probably give me the same answer.

Plus, I'd rather not take matters into my own hands and then have Apple tell me that I caused more damage.

 

[Kaupa]

Ok,
makes sense to keep off hands if its already recorded...

 

[dejo]

I told him that as a college kid, I'm really in no position to shell out that kind of money, and the current economic troubles are making things even worse.

... I'll call up my lawyer within the next 24 hours and brief him on the situation. The definition of "wear and tear" might be something I'll have to prove with "legal" force.

Is your lawyer free or something?

 

[mynameisraj]

Is your lawyer free or something?

I was thinking the same thing - a lawyer costs more than getting your case fixed.

I have had amazing luck with applecare - I went in because I noticed a 1/2 cm crack in the front, and one guy was like "sorry, thats not covered, you must have dropped it" and the other one said "actually hairline cracks are covered"

They replaced my display housing and bottom case O.O

I'm sorry to hear you have poor luck with apple, but something has obviously happened here. If you are telling the truth that it just happened, maybe some sort of apple monster came and whacked your DVI port up.

 

[benjs]

The machine is 1.5 years old, it's put in a protective sleeve and a padded backpack every day. It's set on desks every day when I go to class.

When I type on the machine, my palms rest on the palm rests (go figure). Inadequate design of the laptop's support structures by Apple is by no means my fault, and IM(biased)O does not constitute "damage" when that weak structure begins to give way. When the I-35 bridge collapsed, they didn't sue the drivers who were on it at the time. Why? Because it is reasonable to expect that the structure was built to handle that kind of traffic.

How does that constitute significant damage? It is by-the-book wear and tear and is to be expected for a machine of its age.

Also, the scratch on the palm rest showed up 2-3 weeks ago. The fan has been dead for the last 2 months. So there's one potential cause debunked.

What I don't understand is your claim that that bent metal on the DVI port is "normal wear-and-tear". Don't you think you would have read something about that on this thread? It's absolutely unheard of that that kind of damage can occur from mere day-to-day use. The palm rest - I could see that being damaged by wear and tear. But the fact that you aren't mentioning how that DVI port could have been damaged suggests to me that you're hiding some incident from the rest of us.

 

[acfusion29]

I would just ask for a refund of the apple care and order a new fan and do it yourself.