Need help for friend!

Discussion in 'Macintosh Computers' started by Torqued, Oct 15, 2003.

  1. Torqued macrumors newbie

    Oct 15, 2003
    Hi all!

    I need some help/advise for a friend who bought his first Mac and is having problems with Apple.

    He is a college student who just purchased a refurbished 12" 867 PowerBook along with an Airport Extreme Card. He went to install the card into his machine and found that antenna cable connector along with a bit of the cable was missing.

    He contacted Apple and they at first informed him all he would have to do is send the machine back to them and they would fix it. After getting back in contact with Apple they are informing him that they will not fix his machine. They say that his machine passed the quality assurance for refurbished machines and hence it cannot be claimed as a dead on arrival machine.

    All they will tell him is that he can send it back to them and get it fixed for ~$700 or to return it (at his expense) with a 10% restocking fee totaling around $200.

    Can anybody suggest where my friend can go from here? After telling him for so long he should buy a Mac i feel somewhat responsible for his current predicament.

    Thanks in advance for your time and help.

  2. Doctor Q Administrator

    Doctor Q

    Staff Member

    Sep 19, 2002
    Los Angeles
    If you and your friend call Apple again, you might get a different story. It's worth a shot.

    But if they again insist that the PowerBook is not dead on arrival, can't you still get it fixed under the warranty? Here is Apple's claim about refurbs:
  3. Torqued thread starter macrumors newbie

    Oct 15, 2003
    You see what they say on their refurb page is:

    Hence since it went through the extensive refurb process there is no possibility that it was shipped in this state and hence he must have done it himself when trying to install the card. And therefore since he "did it himself" it is not covered by warranty.

    Thanks for the reply though!
  4. simX macrumors 6502a


    May 28, 2002
    Bay Area, CA
    Torqued --

    Have your friend (or you) keep calling technical support. It's 1-800-APL-CARE, if you don't know the number.

    It will pay off, because obviously this is not your fault. You just need to be polite, but at the same time assertive and persistent. When you call technical support, explain to the person you get on the phone the situation, and see if that person will do anything. If not, insist on talking to a manager (they usually call these people product specialists).

    The product specialists have more power to get things done, and often will waive fees and get your Macs in for repair (without charge) as long as you provide a convincing argument. If you do manage to get the product specialist to get you a free repair, REMEMBER to get his extension. This is very important, because it will save you a lot of time and hassle when you have to go through the regular tech support runaround.

    Remember that Apple is clearly in the wrong on this one. Even though it went through quality assurance, that doesn't mean that they shouldn't give you an AirPort antenna connector. Just make sure it isn't hiding someplace obscure in that PowerBook (and make sure you're checking in the right place :) ).

    A few points to make when talking to technical support:

    -- refurbished products are covered by a 1-year Apple warrantee, and so Apple must give you a complete, functioning product

    -- there is no reason why someone would actively rip out an antenna cable, because it is likely not going to be usable in another situation, and it would probably be easier to just buy the cable from an electronics store

    -- when inserted, the AirPort Extreme card does not work (because there is no cable), and therefore the product is defective, and should be replaced or fixed

    -- Apple's technical support should well be ashamed of accusing the customer of causing the damage

    Yes, it is a hassle to deal with technical support :( , but it ultimately pays off. One other thing to remember: if you get a technical support person who refuses to give you the manager/product specialist, immediately call back and get a different technical support person. If the product specialist refuses to fix the problem, get down his name and extension number, and call technical support the next day, telling them the name and extension of the person you talked to before.

    Hopefully this helps.
  5. Torqued thread starter macrumors newbie

    Oct 15, 2003

    Thanks SimX!

    My friend took your advise, and after a long frustrating call he managed to get through to someone who arranged for a replacement! :D

    All's well that ends well.


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