Already a step ahead. They denied my request through the BBB complaint I filed a couple weeks ago. I replied and I am waiting on their reply.
Got a tip for us?
Let us know
Become a MacRumors Supporter for $50/year with no ads, ability to filter front page stories, and private forums.
Please help. I am not really sure who I can contact within Apple? (merged)
- Thread starter thatmacguybv
- Start date
- Sort by reaction score
Already a step ahead. They denied my request through the BBB complaint I filed a couple weeks ago. I replied and I am waiting on their reply.
Three major repairs and my MacBook Pro is still not functioning 100 percent.
What gives? I've had the main board replaced twice as well as my battery and a slew of other parts, because of intermittent charging issues, then it turned my backlight on the keyboard working. A week later, the new battery they had just put in was completely drained!
This has happened under the "watchful" eye of Tim Cook's executive office. Now the computer overheats randomly, and my fan will hit about 4,000 RPM. On top of that, today, the volume buttons wouldn't work. It would display the volume indicator, with a circle slash under it. I had to power cycle twice before it finally started working and it wasn't even overheating or anything else out of the norm.
I spoke to Apple and the Executive Relations Advisor wants to do a fourth repair. This has been going on since early January and has been quite the rigamarole! I hear all these stories about Apple replacing machines with no issue or giving away free machines simply for bad customer service, while I am going through all of this. Seems like they only do that kind of thing if it makes good PR. Any similar experiences or advice?
What gives? I've had the main board replaced twice as well as my battery and a slew of other parts, because of intermittent charging issues, then it turned my backlight on the keyboard working. A week later, the new battery they had just put in was completely drained!
This has happened under the "watchful" eye of Tim Cook's executive office. Now the computer overheats randomly, and my fan will hit about 4,000 RPM. On top of that, today, the volume buttons wouldn't work. It would display the volume indicator, with a circle slash under it. I had to power cycle twice before it finally started working and it wasn't even overheating or anything else out of the norm.
I spoke to Apple and the Executive Relations Advisor wants to do a fourth repair. This has been going on since early January and has been quite the rigamarole! I hear all these stories about Apple replacing machines with no issue or giving away free machines simply for bad customer service, while I am going through all of this. Seems like they only do that kind of thing if it makes good PR. Any similar experiences or advice?
Just call in, say it isn't working properly, and mention how many repairs you have. They'll probably recommend a replacement, if not, ask for one.
That's the thing. I am speaking Apple's highest customer relations team.. (The people that call you after you email Tim Cook). Once they pull up my information, they aren't even allowed to talk to me..
----------
"They" meaning, the regular AppleCare support staff and Advisors.
----------
"They" meaning, the regular AppleCare support staff and Advisors.
A while back I had a MacBook pro it only went in for repair twice but they didn't fix it. So I emailed sjobs and got a call back they said they were going to send me a new MacBook pro (a newer revision than mine too) with top specs. Shortly there after they released a brand new version and new design and they said they were going to send me that instead. So I got a new system two revisions newer than the one I had.
They refuse to replace it. You lucked out big time!
----------
Yeah, I'll call AppleCare and ask to speak to a senior advisor. The advisor will listen to all of the issues I've had and are usually very kind but they are not allowed to help or modify my case since it is "owned" by executive relations.
Didn't you ask this a while ago?
I've had no problem replacing two Mac's before. The last one was very recent, maybe 4-5 months ago.
After 3 repairs, they give you a new one. It's in the AppleCare agreement. You need to duke it out, stop being such a wimp!!
I've had no problem replacing two Mac's before. The last one was very recent, maybe 4-5 months ago.
After 3 repairs, they give you a new one. It's in the AppleCare agreement. You need to duke it out, stop being such a wimp!!
I did ask this a while ago. Same crap, man. Can you point me in the direction of where it says that though? It would help so much.
Jesus, man.
Just call the 1800 Apple Care number and speak to a new person...explain your situation and firmly ask to be elevated. It doesn't hurt getting another party involved.
Don't worry about "who" else is in it. If you have a case number, give that number to the new rep/higher support agent.
I'm telling you, they did not want to replace my MBP in September of 2011. I had to fight for it, but it was worth it and if I can do it, you can do it it. I'm very happy with the new one. The 2008 had flickering issues (3 times taken in for the Genius bar).
Don't cave in.
If I were you, I would go berserk if the product is not working as advertised, especially since Apple has good customer service.
If only it were so simple. They keep telling me that I've escalated it as high as their customer relations go. The person handling my case is the guy that reads all of Tim Cook's emails. The people from the 1800 number aren't even allowed to comment on my case.
This has got to be a joke.
Did you document your issues? Video it. With audio. Make sure it's clear. Show them.
I wish it was a joke haha. But yeah, they wanted videos and pictures of the issues. I have tried everything from calling the support with a different number and then when they ask for the serial number, all the case notes come up and they tell me that the only person I can speak to is Felipe Bretts. He is my main point of contact and the only one allowed to modify my case. After I contacted him about the overheating, he told me to send the computer in for the fourth time. I just can't do it anymore.
Tell him/her that if you ship it for the fourth time and you get it back, will he/she replace it? Ask for a loaner laptop and the ability to take it in to the Genius bar so you can get a loaner and let them replace whatever they need to replace. Ask him/her (whoever is in charge) that if the fourth time doesn't work, he has to agree to give you a brand new one for the same price you paid for the old one. Tell him/her to write this in the case notes. Make sure to double check that he/she wrote it in there.
Do this, I guarantee you it will work.
Also you need to document your issue. I took videos of mine and they submitted it to Apple engineers, then they got back to me and let me get a replacement at a nearby Apple store.
Don't whine, just do.
Do this, I guarantee you it will work.
Also you need to document your issue. I took videos of mine and they submitted it to Apple engineers, then they got back to me and let me get a replacement at a nearby Apple store.
Don't whine, just do.
Haha, I swear do you, I tried literally everything you just said. The guy running my case has to be one of the most fake uncaring customer "care" advisors I've ever spoken to. "I understand how inconvenient this is for you and I understand your situation but Apple does not issue loaner computers."
I literally had to scream at the guy 5 times so he could go ahead with submitting it to the engineers.
4 years ago a replacement was very easy. They toughened up.
You need to scream at this guy. Tell him you're losing work because of it, etc. etc. Come on, man. I would do it for you for the hell of it, but I don't know you and I'm far too busy as it is
I literally had to scream at the guy 5 times so he could go ahead with submitting it to the engineers.
4 years ago a replacement was very easy. They toughened up.
You need to scream at this guy. Tell him you're losing work because of it, etc. etc. Come on, man. I would do it for you for the hell of it, but I don't know you and I'm far too busy as it is
Haha, well for the record, I went above that. I emailed Woz.. He actually responded and said there was nothing he could do aside from walking into the store with me but since I live in Florida, that would not work.
So I guess emailing Tim Cook wasn't such a good idea after all.
Bring it or ship it for the next repair, and see what happens then.
Bring it or ship it for the next repair, and see what happens then.
No, it does not even indirectly state that 3 "major" repairs will get you a replacement. It says that Apple will replace units on their own discretion. It is not even a standard practice... replacements in-store are at the discretion of the Genius. Doesn't sound like you've ever read the Applecare terms and conditions, which is to be expected... just don't quote what you haven't read.
It is standard practice. Apparently you lack the perception of what "standard practice" means in business ventures.
It has happened to me 3 times in the past 10 years. 5 of my friends, same thing, at least once for each of them.
Google around and you will find plenty of the same information.
The "at Apple's discretion" is open to interpretation, but in "standard practice" it is 3 times or more.
Apparently you haven't done your research or have had personal experiences with this specific subject, so I would recommend that you go step back a bit and look into it before blatantly spreading misinformation.
As per protection plan (2005):
And a general consensus for more than 10 years has always been 3 or more times = replacement.
The OP may just want a freebie here, so they're being tough on him.
The three times that I've gotten replacements in the past years were due to malfunctioning desktops and laptops. In all cases I lost time & money because I rely on these machines for daily work.
If the OP is seriously having issues, I see no qualms in him going ahead with pushing Apple for a replacement. What's right is right.
Last edited: