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New Macbook fries, Apple denies warranty coverage!

Lies

teamturbo said:
UPDATE**


Absolutely incredible. I went to MacXperts to pickup the laptop today which they were holding. They hand me the computer in pieces! The keyboard is off, the logic board is disconnected, and 2 mini curcuit boards with connectors taken out, and about 30 screws in a zip lock bag. They tell me Apple Care does NOT cover the assembly of the computer since this is a "Logic board issue, and Apple DOES NOT uphold on logic board issues." I'm absolutely furious and very tempted to just break the laptop in half over the managers head. They basically tell me to piss off, it's not their problem, they won't put it together, if I want it put together, the cost will be $80.

I immediately call customer service and speak to an Apple representitive for about 1 hour on the issue. I inform him of how I was treated, the fact they stated that Apple does NOT replace logic boards, the fact that I was quoted $900 for a new logic board, etc. He took the issue VERY seriously and said he'll investigate first thing on Monday, including calling the place and speaking with manager.

I personally suspect some sort of Apple Care billing scam. These guys take money from Apple on warranty issues it seems.

I asked the Apple rep about water damage - he said it should not be an issue. Water damage corrodes the board very quickly and is easy to identify. Anyway, it seems I won't be going to Apple Genius tomorrow since the computer is in pieces. An investigation is taking place on MacXperts - I'm sorry but I'm short on time right now and have to run. I'll update you guys with the progress of this.
Click to expand...

Utter lies :mad:..I have macbook black and there was problem with the MiniDVI. I took the laptop to an authorized apple shop, 2 days...the guy in shop told me it is a logicboard problem. They replaced the board in less than a week. the MiniDVI is working perfectly now.

Good luck
 
That's bogus. I know of two students in my program who had logic board issues. Both were replaced in 4 days or something. The computers were fixed too. :eek:
 
teamturbo said:
UPDATE**


Absolutely incredible. I went to MacXperts to pickup the laptop today which they were holding. They hand me the computer in pieces! The keyboard is off, the logic board is disconnected, and 2 mini curcuit boards with connectors taken out, and about 30 screws in a zip lock bag. They tell me Apple Care does NOT cover the assembly of the computer since this is a "Logic board issue, and Apple DOES NOT uphold on logic board issues." I'm absolutely furious and very tempted to just break the laptop in half over the managers head. They basically tell me to piss off, it's not their problem, they won't put it together, if I want it put together, the cost will be $80.

I immediately call customer service and speak to an Apple representitive for about 1 hour on the issue. I inform him of how I was treated, the fact they stated that Apple does NOT replace logic boards, the fact that I was quoted $900 for a new logic board, etc. He took the issue VERY seriously and said he'll investigate first thing on Monday, including calling the place and speaking with manager.

I personally suspect some sort of Apple Care billing scam. These guys take money from Apple on warranty issues it seems.

I asked the Apple rep about water damage - he said it should not be an issue. Water damage corrodes the board very quickly and is easy to identify. Anyway, it seems I won't be going to Apple Genius tomorrow since the computer is in pieces. An investigation is taking place on MacXperts - I'm sorry but I'm short on time right now and have to run. I'll update you guys with the progress of this.
Click to expand...

Applecare covers all parts. that store is just ***** you
 
Logic replacement is one of the most common problems that is fixed under AppleCare. These guys are definitely not legitimate.

I'd keep a detailed record of basically what happened (like a journal), invoices, receipts, etc. This could come in handy once Apple steps up to fix the problem.

Judging by your repair costs, and not to mention the headache caused by MacXperts, I think Apple will give you a new alu Macbook :p
 
Chundles said:
The service centre is wrong.

Warranty certainly covers logic boards unless they can prove damage.

The machine should have been correctly reassembled before returning.
Click to expand...

Yar, Yar and Nar. Nar on the last part because the machines should not have even been disassembled in the first place. No repair should even be attempted without prior consent of the customer. The flat out told the Op that the machine would not be covered by Applecare, so it behooves them to at least wait to see if he wanted his machine fixed or not before attempting a diagnostic.
It seems to me, they where going to claim the warranty to fix the MacBook AND charge the Op $900 for the repair or keep the machine.:eek: In short, they were trying to screw Apple and their customer.:mad::mad::mad:
 
Wow, OP.

When you said you took it to an Authorised company and they were giving you hassle I was just gonna write "Call or go to an Apple Store" - after having my fair share of problems with a lot of Apple gear over the years, I know the procedure very well.

Then I read what they did to your computer.

OH MY G-D. I would have gone ballistic. I think I'd have ended up hitting one of them.

They represent Apple. They're supposed to repair computers, or at least supply them to you in the condition they were received - not dismantle them and make the procedure worse. They opened it up as part of Apple Care - they should have rebuilt the bloody thing as well.

My jaw literally dropped when I read your post.

I would take the whole thing in a bag to Apple. I mean, its an Authorized centre thats done this, they're contracted by Apple - maybe they can still give you a replacement based on these terms.

Good luck :)
 
I worked at an authorized center for 2 years and you absolutely totally and utterly got ****ed. No "ifs", "ands", or "buts" about it. Plain and simple they are completely in the wrong. Even if it IS water damage they handled the situation completly wrong. If I were you I would write up a straight-forward, well-thought, and not too angry letter to The Consumerist (tips@consumerist.com, it's a proper site for proper complaints, and not angry hate bashing of a company unless it's Monster Cables or Banks :p . That's left for the commenters to do...). I and thousands others read that site religiously, and it more often then not puts your problem in the public/media eye. Typically the bad attention gets a company to right their wrongs. And sometimes some of the readers will take action and directly handle problems. Also, if you do, give my name a shout out just in case they pick your article for the front page. My handle's the same :D

You can also find email addresses for many companies, including Apple, and even Steve Jobs' (although it's not known if it's him directly, or some underling, but it has yielded results).

For example, a couple idiots working at a major pizza chain posted a video of them degrading food with snot and spit and what not, with no direct evidence to the location of the chain (it was Dominos or something though) or who exactly they were. A couple Consumerist readers found out where the store was (from only a scene that panned across a window from the inside) and who worked there and exactly who the idiots were, and reported directly to the manager and CEO of the chain. Needless to say they were fired immediatly. It was a good day for consumerists everywhere.

If the so called Xperts charged you ANYTHING, I would suggest an immediate chargeback with your credit card company for starters.
 
madog said:
For example, a couple idiots working at a major pizza chain posted a video of them degrading food with snot and spit and what not, with no direct evidence to the location of the chain (it was Dominos or something though) or who exactly they were. A couple Consumerist readers found out where the store was (from only a scene that panned across a window from the inside) and who worked there and exactly who the idiots were, and reported directly to the manager and CEO of the chain. Needless to say they were fired immediatly. It was a good day for consumerists everywhere.
Click to expand...

..and arrested.

Also, the e-mail is sjobs at apple dot com

I've used it myself.. and got results from a woman called Marie/Maria, a Dutch accent I believe (but she works for Apple Euro). She rang back persistently for a good week until she got hold of me.
 
Hi guys,

Quick update - not much has changed as of right now. The Apple representative I spoke with on Friday night called me back yesterday evening saying he tried to get a hold of MacXperts around 5PM but could not. He's polite, friendly, and seems to really want to get to the bottom of this. I hope he calls back tomorrow with an update.

Anyway - I really don't want to deal with MacXperts if I don't need to. Honestly, I don't trust my computer in their hands and for all I know, they might sabotage it if they send it to Apple just to get back at me and prove that I'm wrong.

I promise to keep you updated.

P.S. - if I get a new computer, which I suspect I will, what kind will it be? I purchased the 2.16 mid grade laptop in August of 07. The bottom grade laptop is a 2.0Ghz white while the mid grade is a 2.0Ghz aluminum which is slightly better. Do I qualify for the lowest grade laptop or the mid grade that I originally purchased?
 
Mousse said:
It seems to me, they where going to claim the warranty to fix the MacBook AND charge the Op $900 for the repair or keep the machine.:eek: In short, they were trying to screw Apple and their customer.:mad::mad::mad:
Click to expand...

This is my theory as well. I did not mention this to the Apple representative because I want to be as neutral as possible. I don't think accusing the store of this will get me anywhere since I don't have definite proof. However - I do suspect the Apple guy is aware of this possibility. He also seems to be someone with authority. I have his personal office number (512).
 
I sure hope MacXperts says something about what happened. If they say "we never touched the computer", then Apple might think you attempted to repair it yourself (or just took it apart to look at it and couldn't figure out how to put it back together). You might be up a short creek without a paddle.

If you have a Better Business Bureau, report them. Lodge a written complaint with Apple (maybe you can get their 'official Apple repair' center status revoked.

Good luck!!
 
UPDATE.

Ok - Spoke with the Apple representative today. He finally got a hold of MacXperts.

Long story short - he calls me and says MacXpers claim there is water damage on the computer. Quote "Rust is all over the board, it's clear liquid was spilled on the laptop." LIARS LIARS LIARS LIARS. Not a single sign of corrosion or rust on the board.

I took high resolution photos with a Nikon D80 and sent them immediately to Apple. Waiting for a reply from the Apple rep, will keep you posted till the end.

2 pics I put up on photobucket. Please note - due to Photobucket, the resolution and quality of the image is reduced.

DSC_0955.jpg


DSC_0926.jpg
 
teamturbo,

Why bother taking photos instead of driving to the Apple Store which you said earlier in the thread is 40 minutes away? They can look at all the components and that will immediately expose MacXperts. They can then liaise with your contact at Apple and I fancy this would be sorted out very quickly.
 
Peterg2 said:
teamturbo,

Why bother taking photos instead of driving to the Apple Store which you said earlier in the thread is 40 minutes away? They can look at all the components and that will immediately expose MacXperts. They can then liaise with your contact at Apple and I fancy this would be sorted out very quickly.
Click to expand...

I'm not sure. The Apple rep knows I'm close to an Apple store in Kansas City, because I told him. I think he wants to first figure out how and why I was treated the way I was treated. I told him specifically I will NOT go back to MacXperts. They're not laying another finger on this computer.
 
teamturbo said:
I'm not sure. The Apple rep knows I'm close to an Apple store in Kansas City, because I told him. I think he wants to first figure out how and why I was treated the way I was treated. I told him specifically I will NOT go back to MacXperts. They're not laying another finger on this computer.
Click to expand...

You're doing the right thing. If you walked into the Apple Store, with your laptop in pieces, you might not have gotten the warm welcome you'd tend to expect.

I suspect you'll get a prepaid box to ship it to Apple in..............
 
ButtUglyJeff said:
You're doing the right thing. If you walked into the Apple Store, with your laptop in pieces, you might not have gotten the warm welcome you'd tend to expect.

I suspect you'll get a prepaid box to ship it to Apple in..............
Click to expand...

I agree....unless the tell you to head to an Apple Store, I wouldn't go. But if the manager knows what you're coming in for and he/she is waiting for you....that's a whole 'nuther story.

I don't know that Apple will have you ship it to them. I'm guessing they'll want you to bring it to the store first.
 
teamturbo said:
I'm not sure. The Apple rep knows I'm close to an Apple store in Kansas City, because I told him. I think he wants to first figure out how and why I was treated the way I was treated. I told him specifically I will NOT go back to MacXperts. They're not laying another finger on this computer.
Click to expand...

Plot thickens. Yeah, taking pictures is always a good idea for this kind of thing. Even if they didn't ask for em, save em. Take more even, just in case. On the off chance Apple doesn't fix this, you'll have evidence to take your problem to the next level. Like small claims court against the Xperts for "fixing" your laptop. "Water damage", they say? Well you have proof that there is none, and I'm sure they didn't bother to take pictures (which is always the first thing we did at my store when there actually was liquid damage) for their supposed damage.

In those pics you took, if anything the machine looks dustier than "normal", but that doesn't justify any of this. And for all we know, that dust could now have gotten there since the xperts took the machine apart and let it sit there exposed.

Apple is no longer giving out authorized retailer status for potential businesses, so I would keep pushing this issue to Apple. Hopefully they revoke the Xperts license (I like local business, but not when they 'act a fool'.)
 
UPDATE

Issue has been resolved. Long story short - MacXperts is replacing my computer. I had the Apple rep call me. Apple will not be paying for the new replacement computer and neither will I. MacXperts will be buying the computer from their own pocket via Apple. I had the computer dropped off at MacXperts. They're overnighting the thing to Apple and Apple is either replacing the computer or the logic board and MacXperts is paying for it all.


Question - My computer is a 2.16 August 2007 computer. Will the computer get a replacement logic board or will I receive a new computer? If I do receive a new computer, will I get the base model or the mid model I originally purchased? Is data transfer included?


Thanks for all the help guys. Loyal to Apple foreva:apple:
 
teamturbo said:
Question - My computer is a 2.16 August 2007 computer. Will the computer get a replacement logic board or will I receive a new computer? If I do receive a new computer, will I get the base model or the mid model I originally purchased? Is data transfer included?
Click to expand...

They'll attempt in the following order:
a. repair/rebuild if possible,
b. replace with a equivalent refurb if not (and there's one in stock),
c. replace with current equivalent model if none of the previous options are open.

If the machine is entirely replaced (options b & c), there is no data transfer, nor is the original HDD returned.
 
What did you wind up with?

Just wondering if you can write case closed on this misadventure. One question, and I'm being sincere:
Will you ever go back to MacXperts? Thanks and good luck!
Morod
 
Just saw this thread and it's great it all worked out in the end! But that is disgusting how they treated you, and it's good they had to pay for it all in the end. I don't know if I would have been able to just walk out of there after they did that to a Macbook, but it was probably the best thing to do. You'll have to tell us what you get back.
 
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