Please help. I am not really sure who I can contact within Apple? (merged)

[miles01110]

And a general consensus for more than 10 years has always been 3 or more times = replacement.

Great. However it's not policy, so you shouldn't go around making false statements as such.

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.

Me neither, but there's no obligation.

As per protection plan (2005):

a. Repair or Replacement Service. If during the Coverage Period there is a defect in materials or workmanship of the Covered Equipment, Apple will, at its option, repair or replace the affected Covered Equipment.

Not really sure why you're quoting this as it supports my argument instead of yours, but thanks. Once again, the "3 major repairs = replacement" is not a policy.

 

[miniConvert]

Out of curiosity, at what point did you go to the exec office? Strikes me that this case should have been handled by AppleCare from the beginning, and only now if you were facing these issues should it have been escalated to the executive team.

 

[Ccrew]

Out of curiosity, at what point did you go to the exec office? Strikes me that this case should have been handled by AppleCare from the beginning, and only now if you were facing these issues should it have been escalated to the executive team.

There's another thread on this. Got escalated when he started emailing everyone with a pulse. I mean Wozniak? Like what's he going to do?

Personal bet is at some point he threatened them with a lawyer, now they've circled the wagons and assigned the case to a single rep that's going to make sure they do only what they have to do. They have the serial flagged to make sure of it. If that means fix it 47 times oh well. IIRC from the other thread this unit's also out of warranty.

 

[VABuckeye]

IIRC from the other thread this unit's also out of warranty.

Well, there you go. The important nugget that the OP ommitted.

 

[Ohrstrom]

In sweden its standard practice to get a replacement if it still suffer from the same faults after 2 repairs, or if its different faults, 3 repairs. There are businesses who attempt to continue for more but ARN which kinda means "general reclamation board" and consumer authorities are likely to take the consumers side at this time and going against them is usually a bad idea for the companies. Usually the companies have a right to atleast look at it and send it away for repairs, but if this causes "severe" problems for the consumer he might be within his rights for an instant replacement, on the other side if the seller would suffer an "unreasonable" financial loss not getting to try to repair, a repair is prio 1 over replacements.

I dont know alot about americans situations but it sounds really weird that Apple officials cant get their heads out of their asses and give you a new laptop already.

 

[sweetbrat]

Personal bet is at some point he threatened them with a lawyer, now they've circled the wagons and assigned the case to a single rep that's going to make sure they do only what they have to do. They have the serial flagged to make sure of it. If that means fix it 47 times oh well. IIRC from the other thread this unit's also out of warranty.

He says in his previous threads that the computer was under warranty when the first problem happened. "The warranty expired approximately 2 or 3 weeks after the initial (failed) repair was done. The repair adds another 90 days to the warranty." The repair does add another 90 days, but only if other problems arise because of the service that was performed. From Apple's website, "For an MacBook Pro under Apple’s One-Year Limited Warranty, Apple warrants against defects that arise from service performed for 90 days from the date of service or for the remaining period of the warranty, whichever provides longer coverage for you."

I'm making a guess here that they're considering these problems to be separate events, and they don't consider the current problem to be due to the previous repairs, thus they consider the machine out of warranty.

OP, you never really said why this was all escalated to the executive team to begin with. Something must have happened for it to be escalated that far, and that could definitely have some bearing on them doing as little as possible at this point. Not trying to make any accusations, but they way they're acting is very strange for Apple and I have the feeling there's some backstory that we're not getting.

At any rate, there's really nothing anyone here can do to help you. You have to deal with the person handling your case. None of us can make them give you a new computer. Good luck.

 

[thatmacguybv]

Out of curiosity, at what point did you go to the exec office? Strikes me that this case should have been handled by AppleCare from the beginning, and only now if you were facing these issues should it have been escalated to the executive team.

After I started having issues with my computer I wanted to purchase the extended AppleCare. I finally had enough money so I called Apple for the AppleCare purchase and was given a price about $100 or so more than the price I was quoted in store on multiple occasions. Turns out the worker gave me the price for another item so I shot off an email. I didn't want free AppleCare but I did however want to get the price I had originally been quoted. At that point, Executive Relations took over the repair and my case.

 

[Old Smuggler]

apple care is higher for portables

 

[thatmacguybv]

There's another thread on this. Got escalated when he started emailing everyone with a pulse. I mean Wozniak? Like what's he going to do?

Personal bet is at some point he threatened them with a lawyer, now they've circled the wagons and assigned the case to a single rep that's going to make sure they do only what they have to do. They have the serial flagged to make sure of it. If that means fix it 47 times oh well. IIRC from the other thread this unit's also out of warranty.

I wanted to clear some of the discrepancies within your post. It was escalated immediately, as is everything, when you email any executive staff member. Wozniak still receives a paycheck from Apple. (And is also a very kind man btw.). You know what they say about assumptions, correct? I have never made any references or threats to pursuing an attorney. I am simply a freshman college student trying to get this POS machine to function as it should. Oh and IIRC, the machine was IN warranty when I reported the issue and began receiving repairs.

----------

Well, there you go. The important nugget that the OP ommitted.

I didn't omit anything, If you read what I just wrote, you would know that my machine was in warranty when I reported the issues.

----------

In sweden its standard practice to get a replacement if it still suffer from the same faults after 2 repairs, or if its different faults, 3 repairs. There are businesses who attempt to continue for more but ARN which kinda means "general reclamation board" and consumer authorities are likely to take the consumers side at this time and going against them is usually a bad idea for the companies. Usually the companies have a right to atleast look at it and send it away for repairs, but if this causes "severe" problems for the consumer he might be within his rights for an instant replacement, on the other side if the seller would suffer an "unreasonable" financial loss not getting to try to repair, a repair is prio 1 over replacements.

I dont know alot about americans situations but it sounds really weird that Apple officials cant get their heads out of their asses and give you a new laptop already.

Thank you for seeing my issue.

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He says in his previous threads that the computer was under warranty when the first problem happened. "The warranty expired approximately 2 or 3 weeks after the initial (failed) repair was done. The repair adds another 90 days to the warranty." The repair does add another 90 days, but only if other problems arise because of the service that was performed. From Apple's website, "For an MacBook Pro under Apple’s One-Year Limited Warranty, Apple warrants against defects that arise from service performed for 90 days from the date of service or for the remaining period of the warranty, whichever provides longer coverage for you."

I'm making a guess here that they're considering these problems to be separate events, and they don't consider the current problem to be due to the previous repairs, thus they consider the machine out of warranty.

OP, you never really said why this was all escalated to the executive team to begin with. Something must have happened for it to be escalated that far, and that could definitely have some bearing on them doing as little as possible at this point. Not trying to make any accusations, but they way they're acting is very strange for Apple and I have the feeling there's some backstory that we're not getting.

At any rate, there's really nothing anyone here can do to help you. You have to deal with the person handling your case. None of us can make them give you a new computer. Good luck.

I explained most of what you said in my most recent replies. The computer is still considered under warranty, as I have checked the status, myself.

 

[Ccrew]

[/COLOR]

Thank you for seeing my issue.

No, we're only seeing your side of the issue. Most of us here haven't experienced the problems you have with Apple support and that leads some, myself included to believe there's more to this story than you let on. For instance reading between the lines on all your responses it's clear you have totally barraged Apple with phone calls and emails. Woz should help you because he gets a paycheck? Laughable.

Really though, isn't a thing we can do for you since it's an Apple problem. Anything else is just speculation and hearing you whine. And whine you do, as you clearly don't believe ANYONE can have an opposing opinion to yours. Maybe that is your problem with Apple?

 

[SDAVE]

This issue has left a strange feeling with me. I want the OP to get it fixed, but on the other hand, I just can't see Apple doing this, regardless of who he talked to.

It is very odd and uncommon of Apple. Must be some weird notes that they left on your serial number in their system and that's the reason they keep haggling you.

Best of luck. Just keep trying.

 

[greenchiliman]

After I started having issues with my computer I wanted to purchase the extended AppleCare. I finally had enough money so I called Apple for the AppleCare purchase and was given a price about $100 or so more than the price I was quoted in store on multiple occasions. Turns out the worker gave me the price for another item so I shot off an email. I didn't want free AppleCare but I did however want to get the price I had originally been quoted. At that point, Executive Relations took over the repair and my case.

No offense, but if you can buy a $2000 computer, you should be able to buy the warranty along with it. If you couldn't swing that, you should have looked at a used apple, or cheaper PC.

 

[thatmacguybv]

No offense, but if you can buy a $2000 computer, you should be able to buy the warranty along with it. If you couldn't swing that, you should have looked at a used apple, or cheaper PC.

No offense, but I assume you don't know my finances and what I can and cannot afford. It was a gift from my parents. We sold most of the equiptment from our ailing DJ company and my dad used the money to get me a computer for school.

 

[sweetbrat]

After I started having issues with my computer I wanted to purchase the extended AppleCare. I finally had enough money so I called Apple for the AppleCare purchase and was given a price about $100 or so more than the price I was quoted in store on multiple occasions. Turns out the worker gave me the price for another item so I shot off an email. I didn't want free AppleCare but I did however want to get the price I had originally been quoted. At that point, Executive Relations took over the repair and my case.

You said you shot off an email after you were given an incorrect price, and then Executive Relations took over. Who did you email? That's something that should have easily been handled by customer service and didn't need to involve anyone higher than that. I can't imagine Executive Relations stepping in just because someone was overcharged for something, unless you contacted them and brought them into it.

I understand that you're frustrated that your machine isn't working properly. But there's nothing anyone here can say or do to help you. For every suggestion people here have made, you've either said that you already tried it or you just shot it down. What kind of help do you expect?

Apple is well-known for going above and beyond to make their customers happy. The way that they've been dealing with you leads many of us to think that there's more going on than we're hearing about. I understand if that suspicion annoys you, but look at it from our point of view. We're hearing your side of the story, not theirs. They're handling things in a way that is VERY unusual compared to how they usually treat their customers. There's gotta be a some type of reason for it.

 

[Mojo1]

"Screaming" at customer service reps and otherwise being a jerk is not a good idea if you want to get what you want.

I'm not directing this comment at the OP; it's just my opinion based on many years of getting what I want in this kind of situation. The old saying "You attract more flies with honey than vinegar" definitely applies...

I have had many positive experiences getting what I want or even more than I expected being polite and persistent.

From what I have read it seems like the OP may have shot himself in the foot by forcing the issue too fast and bypassing the normal channels. There may be more to this than what we know from what has been posted in this thread.

 

[chilly7]

No offense, but I assume you don't know my finances and what I can and cannot afford. It was a gift from my parents. We sold most of the equiptment from our ailing DJ company and my dad used the money to get me a computer for school.

sorry to hear that...
i hope awrything will be sorted out in a good way for u...

 

[macmastersam]

Troll thread? I don't see apple doing this if this is against thier warranties. Just be lucky you aren't one of those victims of the Alienware horror stories, where thier machines go faulty, and after a lot of repairs, ask for a refund for thier product, but don't get thier money back. All I say is: get a refund for the MBP and buy a new one. Simple way round a replacement and screaming down people's ears. Lol.

However, I would like to see the other side of the story though. Really does help.

 

[thatmacguybv]

Troll thread? I don't see apple doing this if this is against thier warranties. Just be lucky you aren't one of those victims of the Alienware horror stories, where thier machines go faulty, and after a lot of repairs, ask for a refund for thier product, but don't get thier money back. All I say is: get a refund for the MBP and buy a new one. Simple way round a replacement and screaming down people's ears. Lol.

However, I would like to see the other side of the story though. Really does help.

That alienware horror story is what is going on now haha. Since the machine is out of the refund period, they are only willing to service it.. Repeatedly.

----------

You said you shot off an email after you were given an incorrect price, and then Executive Relations took over. Who did you email? That's something that should have easily been handled by customer service and didn't need to involve anyone higher than that. I can't imagine Executive Relations stepping in just because someone was overcharged for something, unless you contacted them and brought them into it.

I understand that you're frustrated that your machine isn't working properly. But there's nothing anyone here can say or do to help you. For every suggestion people here have made, you've either said that you already tried it or you just shot it down. What kind of help do you expect?

Apple is well-known for going above and beyond to make their customers happy. The way that they've been dealing with you leads many of us to think that there's more going on than we're hearing about. I understand if that suspicion annoys you, but look at it from our point of view. We're hearing your side of the story, not theirs. They're handling things in a way that is VERY unusual compared to how they usually treat their customers. There's gotta be a some type of reason for it.

I sent off an email because customer service would not honor the price I was originally quoted (I understand that). I simply wanted to make someone aware of the situation so no one else would have to go through that kind of hassle. The reason I THINK I am getting the service I am getting is because the person in charge of my case knows I build computers. (He noticed open PCs around my room, in a video I sent, showing the computer not charging while plugged in.). He's hinted at the idea of me opening and intentionally/ unintentionally messing my computer up. I've never opened my Mac up though... Not because I question my ability but because I have had no reason to.

 

[deannnnn]

When I had a problem with the Apple Aventura store, I wrote a physical (typed) letter and mailed it to Apple's headquarters in California explaining the situation. About a week later, the manager of Apple Aventura personally called me to apologize and work with me to resolve the situation. Although I had ultimately given up on the store and had my situation resolved at Apple Miami Beach, I was surprised and impressed that they not only read the letter, but forwarded it to the right people who contacted me to help resolve the issue.

This is how I addressed the envelope:

Apple, Inc.
c/o Apple Store Complaint
1 Infinite Loop
Cupertino, CA 95014

 

[swingerofbirch]

No offense, but if you can buy a $2000 computer, you should be able to buy the warranty along with it. If you couldn't swing that, you should have looked at a used apple, or cheaper PC.

This doesn't make sense. The warranty is included with the Apple product, whether it is a new or refurbished Apple product. Apple usually (not in this case) provides good support for its refurbished and new products whether or not you purchase APP (assuming of course the issue occurs within the warranty time frame).

And while AppleCare Protection Plan functions like a warranty, it is not a warranty. That's why AppleCare representatives will say something like APP "extends the hardware coverage of your product an additional two years." They legally cannot call it a warranty.*A warranty comes with a product. You can't buy it. I know some companies sell extended warranties now. The semantics don't make sense, and legally it's a grey area. It's really a service contract at that point.

 

[Medic278]

I have read the entirety of this thread and I have to believe there is something we are not getting. I had a BlackBook replaced by Apple after one failed repair, they apologized that I even got it back without the issue resolved and replaced my unit 1 2 3. If this happened EXACTLY as you spell then it has to be a first, I have never heard from anyone of Apple being so unhelpful with a defective unit.

 

[Medic278]

OP have you had any better luck with Apple or are they still sticking with the party line you've been hearing? I do think your in an unfortunate position and am truly surprised that Apple hasn't offered either a replacement or refund at this point, from you wrote it appears that a replacement machine is warranted as you've been having so many problems. I am surprised they didn't replace it after you got it back from repair with a new problem, very un-apple.

 

[thatmacguybv]

OP have you had any better luck with Apple or are they still sticking with the party line you've been hearing? I do think your in an unfortunate position and am truly surprised that Apple hasn't offered either a replacement or refund at this point, from you wrote it appears that a replacement machine is warranted as you've been having so many problems. I am surprised they didn't replace it after you got it back from repair with a new problem, very un-apple.

No such luck. I think I may just going to take the loss, sell the computer and get a new one (paying the difference). I should have never told the adviser about my computer background. I personally think they think I am altering the computer.