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My Apple Horror Story [Resolved]
- Thread starter midgetsanchez
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I'm glad you've calmed down. I was expecting a much worse story from the title, it's hardly a horror story.
If you've only had the Mac for four days, you must have had another computer just last week that you could use. I would never sell my old computer before a new one has been tried and tested especially if it's used for work. Same way I would back up an important file and not let a hard drive failure be a "horror story". These things happen.
It is unfortunate that the screen problem happened on your very first Mac. I hope you get it sorted out.
If you've only had the Mac for four days, you must have had another computer just last week that you could use. I would never sell my old computer before a new one has been tried and tested especially if it's used for work. Same way I would back up an important file and not let a hard drive failure be a "horror story". These things happen.
It is unfortunate that the screen problem happened on your very first Mac. I hope you get it sorted out.
Some of you people are ridiculous. I feel for this guy. Most of you that are saying "Oh, your computer is broke, just deal with it" or "Hey, that sh$t happens" have never been out a computer or had terrible experience. I truly am sorry for this guy. He clearly has extremely delicate work that needs to be done. So this "downtime" is costing money and time. We don't know that it could in fact be costing him clients or customers. Don't be so quick to judge guys unless this exact situation has happened.
Everyone comes on the forum to either vent or whine(as some of you pecker heads like to call it). I say this is neither. This guy is expressing his dissatisfaction for Apple customer service because their lack of care is again costing him money. In todays economy $2600 or more is good chunk of change to drop on a beautiful laptop to only have it tear up and cost you more money and time. Yes, brand new laptops do break. But that's where excellent customer service/support should come into play.
I agree with the poster that the BTO option shouldn't affect anything. Also, to all you that are saying "just don't worry about it and enjoy your holiday". This gentleman was probably going to work over the weekend. I know I am, I have bills to pay so my store will be open. In the future guys, use your head and be compassionate. Whether its $400 or $4000 the importance behind it is still the same. Long story short, this man deserved better customer service than he received and I hope Apple can realize that and correct the situation.
Everyone comes on the forum to either vent or whine(as some of you pecker heads like to call it). I say this is neither. This guy is expressing his dissatisfaction for Apple customer service because their lack of care is again costing him money. In todays economy $2600 or more is good chunk of change to drop on a beautiful laptop to only have it tear up and cost you more money and time. Yes, brand new laptops do break. But that's where excellent customer service/support should come into play.
I agree with the poster that the BTO option shouldn't affect anything. Also, to all you that are saying "just don't worry about it and enjoy your holiday". This gentleman was probably going to work over the weekend. I know I am, I have bills to pay so my store will be open. In the future guys, use your head and be compassionate. Whether its $400 or $4000 the importance behind it is still the same. Long story short, this man deserved better customer service than he received and I hope Apple can realize that and correct the situation.
Good luck to the OP in getting this resolved.
I just had a week old base model 13" uMBP's optical drive get mildly inoperational. (It wouldn't read the OS X Leopard disc in Windows for Bootcamp drivers; booted in OS X it would barely read the disc after making a lot of noise. My Mac Mini also had trouble reading the disc)
I took it to the Apple Store after making an appointment thinking they'd give me a new Leopard Install disc as my computer would read every other disc fine...instead the tech exchanged my unit, transferred my information, and re-did my rebates.
So I guess I got lucky with their service.
I just had a week old base model 13" uMBP's optical drive get mildly inoperational. (It wouldn't read the OS X Leopard disc in Windows for Bootcamp drivers; booted in OS X it would barely read the disc after making a lot of noise. My Mac Mini also had trouble reading the disc)
I took it to the Apple Store after making an appointment thinking they'd give me a new Leopard Install disc as my computer would read every other disc fine...instead the tech exchanged my unit, transferred my information, and re-did my rebates.
So I guess I got lucky with their service.
After re-reading the OP's postI think there is a lesson to all people who are unhappy with a company's product here... The OP's post, whether intentional or not, comes off as being sooo negative and demanding that when reading the post, I have a visceral reaction to defend Apple. While I still don't think Apple's actions are horrible as the OP presents it, the OP may be able to make a valid argument that Apple could have given him a loaner laptop that he could have accepted responsibility for during the repairs....
I would recommend to the OP that regardless of the facts surrounding your issue, people always want to help a nice guy. It's the result of the altruism gene humans evolved when we started living in packs. Even if you had no real case against Apple, a sympathetic CSR may help you out if you're nice. So when dealing with Apple, I would be nice yet persistent. For example, if someone is saying that people are off for the fourth of july, I'd ask to escalate the issue to the supervisor. If the supervisor is saying the same thing, I'd ask the next guy up on the chain. I'd go up and up as far as sjobs@apple to get my issue addressed - ALL THE WHILE KEEPING MY COMPOSURE AS IF I'M AT MY GIRLFRIEND'S PARENTS HOUSE DURING DINNER
Good luck, and remember - we're all only human.Yeah... I guess... I had this exact problem at school and it was why I bought a desktop though... Powerbook would go down and I would have no machine...
If you expected Apple to send you another computer without you sending them yours, then your expectations are ridiculous. Also, you're familiar with the 4th of July, right? Everyone takes a long weekend.
It'll get resolved.
The 4th is on a Saturday not Friday. If you have a job work. Lazy people piss me off. Take off the the Holi"DAY" not the Holi"Couple of Days".
Had the sme problem with a 13" pro CTO. Wouldn't power on without being plugged in. Dead battery i guess. They gave me all sorts of run arounds i just insisted going up the chain then to a store manager and got my stuff swapped out. First it was no, then it was we would but you need to bring the original hard drive back (i had my own installed) then i asked for a screw driver to take it out myself, in the end they ended up swapping the computer and all my stuff for me and it took 15 minutes to do the "swap" instead of the 3 hours they tried to tell me to discourage me.
I won't do apple upgrades again all myself on a stock model this way I can always get store swaps without the bs
I won't do apple upgrades again all myself on a stock model this way I can always get store swaps without the bs
If I were to get a 17" MacBook Pro with matte display from the Apple Store, and it had a problem, they can sort it out there and then right..?
As long as it isn't a BTO (which I always assumed the matte display was.. but they sell them in the Apple Store)..?
As long as it isn't a BTO (which I always assumed the matte display was.. but they sell them in the Apple Store)..?
You can't be serious? The dumb-ass tech sent him to an Apple store only to find it was a wasted trip because they don't work on BTO machines. (Another stupid policy for another thread). The nearest Apple store for me is 60 miles. I think I'd "whine" a little too.
I'm not rebuking Apple for the faulty hardware - yeah, it happens but come on... holiday or not, Apple needs to have a backup support team in place to handle things on July *2nd*.
I just called Dell for my kid's studio (today, Friday 7/3) that has a problem... got through immediately to a knowledgable tech and problem solved in 10 minutes.
You should only believe no more than 10% of what you read on the internet. You have no idea the exact conversation that went on between the OP and the tech. Could've easily been a misunderstanding. I'm not trying to defend Apple (because I'll get flamed here for doing so) but the tech could've said, take it to the Apple store and have them look at it.". Then the OP tells us that he was told to take it to the store for an exchange.
It's highly unlikely that the tech told him to do that especially since it was BTO and it was purchased online. I only buy my Macs online and when I've had problems I would call Apple and they would tell me that I have to send it back because I cannot exchange it at the store. Never once have I been instructed to take it to the store for an exchange.
Sorry to hear about this.
I feel for you. I bet it was he luck of the draw- I doubt PC's would be any better. Good luck!
Update: Thanks to all who replied. I admit, saying Apple screwed me over might be a bit of an exaggeration but I was just pissed at the moment/venting.
All my work is perfectly backed up and fine. I had to spend a few hours moving it to another PC but all is well.
It's just the fact that no one should have to spend days anxiously awaiting their shiny new MBP, play with it for a few days, only to have it suddenly fail. Then several phone calls later, a pointless trip to and from the Apple store, and worst of all, having to send it back and go 1-2 weeks without my MBP - It's like giving a toy to a child, only to take it away! Life is cruel.
Anyway I'm going to do as another poster suggested and ask them kindly to cross-ship it, which should make things a LOT better.
I'm typing from the MBP now and am still confused as to why it suddenly decided to start working again. I'm still sending it in, as I fear it might fail again in a few months and require a repair instead of a replacement.
Will all this be resolved in the end? Yes.
Did Apple truly screw me over? Not really. I just have horrible luck.
Did I deserve to go through the hours of wasted time/stress, and now possibly days/weeks without my MBP which I JUST FREAKING BOUGHT? No. No one does.
Anyway, on a tangent here, I just wish their stores could handle BTO's. Not having processor upgrades is understandable, but hard drives? Come on! If you can upgrade RAM you should be able to upgrade hard drives as well. I'm sure they can afford a torx #6.
All my work is perfectly backed up and fine. I had to spend a few hours moving it to another PC but all is well.
It's just the fact that no one should have to spend days anxiously awaiting their shiny new MBP, play with it for a few days, only to have it suddenly fail. Then several phone calls later, a pointless trip to and from the Apple store, and worst of all, having to send it back and go 1-2 weeks without my MBP - It's like giving a toy to a child, only to take it away!
Life is cruel.Anyway I'm going to do as another poster suggested and ask them kindly to cross-ship it, which should make things a LOT better.
I'm typing from the MBP now and am still confused as to why it suddenly decided to start working again. I'm still sending it in, as I fear it might fail again in a few months and require a repair instead of a replacement.
Will all this be resolved in the end? Yes.
Did Apple truly screw me over? Not really. I just have horrible luck.
Did I deserve to go through the hours of wasted time/stress, and now possibly days/weeks without my MBP which I JUST FREAKING BOUGHT? No. No one does.
Anyway, on a tangent here, I just wish their stores could handle BTO's. Not having processor upgrades is understandable, but hard drives? Come on! If you can upgrade RAM you should be able to upgrade hard drives as well. I'm sure they can afford a torx #6.
*This* is your rationale for defending Apple? That the OP isn't telling the truth?
You fanboys crack me up! Whenever faced with what might possibly an Apple screw up, you immediately jump into denial and blame the victim. LOL!
That doesn't mean you read between nonexistent lines and make up your own facts. If you don't take everything you read here at face value then what's the point?
Why would anybody make this up? What reason do you have that the OP lied?
Therefore, it can't happen to anyone, right? LOL!
I think this is remarkable. You bought the computer from an online store, yet decided to take it to a real world store to get it fixed?
Your contract is with the online store. Had I been in your position then my first move would have been to call them up and ask for a replacement.
Your contract is with the online store. Had I been in your position then my first move would have been to call them up and ask for a replacement.
Could we change the title of the thread, everytime it shows up it makes me remember your most recent post and the fact that you have had this problem resolved.
The Apple Store does work on BTO machines, but the original poster wanted an exchange for a configuration the Apple Store doesn't stock.
Seems to me any responsible business should take back defective merchandise within a one week period at minimum, no questions asked. A replacement during this period is doing the seller a favour. To make them ship it back and wait is inexcusable. When and if I go ahead with a new Mac, it will be from Best Buy or Futureshop where I can return it if there's the slightest thing wrong.