Problem with MBP, 1 hr. phone call, 2 hour drive to store, compensation??

Discussion in 'MacBook Pro' started by alecapple, Jul 11, 2009.

  1. alecapple macrumors regular

    Joined:
    Feb 23, 2008
    #1
    So my MBP 13" 2.26ghz worked up until the firmware update was installed, and then everything froze up and it took about 15 minutes to boot up, 5 minutes to shut down. So i called apple, and after a 1 hour phone call, they told me that i could get it replaced. I live an hours drive from the nearest apple store, and will have to drive up there to get it replaced, do you think i could ask for some kind of compensation for my problems, and having to drive 4 hours (2 to buy it the first time, 2 more to get it replace) to take care of the problem.

    Do you think I could ask for the 2.53ghz model, or an apple/itunes gift card. or Should i even ask for anything, i mean i paid 1200 for this computer, and after 3 hours of owning it is not useable, and now i have to spend all this time trying to get it replaced... what do you guys think?
     
  2. catachip macrumors regular

    catachip

    Joined:
    Jun 7, 2007
    Location:
    Vancouver, British Columbia
    #2
    Talk to the manager when you get to the store and see what they say. The worst you can get is "sorry, we can't do that". They are certainly not obligated by any stretch of the imagination to compensate you for you living a distance from the Apple store, but you never know.
     
  3. AppleUser2 macrumors member

    Joined:
    Jun 10, 2009
    #3
    Just out of interest how long had you had the machine and how did you get them to agree to a replacement?
    On your question - if you talk to the manager as others have suggested you may get a discount card.

    Thanks
     
  4. chstr macrumors 6502a

    chstr

    Joined:
    Mar 25, 2009
    #4
    they'll give u a $30 store credit if you ask. better than nothing
     
  5. HLdan macrumors 603

    HLdan

    Joined:
    Aug 22, 2007
    #5
    TBH, the store isn't obligated to give the OP anything, nor should they. The store didn't sell the OP a defective machine. The OP elected to upgrade the firmware on his own. Now, since Apple provided the firmware update and it ruined the operation his computer (from the stock configuration, meaning without installing a 3rd party hard drive) then the OP can ask Apple customer service to maybe send him a coupon of $15-20 to use on his next store purchase but they may not do that still.
    It doesn't matter how long it takes the OP to drive to the Apple store, it's not the stores fault where the OP lives. Sorry for the tough love but it sounds like the OP is trying to get over a bit. Honestly, you're asking us if you should ask to be upgraded to the 2.53 Ghz model for free for your troubles?
     
  6. Higgs1 macrumors 6502

    Higgs1

    Joined:
    Jun 6, 2009
    Location:
    Boston, MA
    #6
    you should be more happy about getting a new one than getting anything extra, you're crazy if you think they're going to bump you up to the $300 more expensive MBP just because you have to drive a little......

    things happen, they're taking care of you, be happy about that, sure its a bit of a hassle, but better than getting shafted with a bum machine, no?

    enjoy the new one though :)
     
  7. SephirothXR macrumors 6502

    Joined:
    Nov 27, 2008
    #7
    What is this update that everyone is talking about? 10.5.7? I'm getting my MBP in 2 weeks and it looks like I shouldn't download it. I already ordered Snow Leopard so I don't want to download anything until I get that disc.
     
  8. alecapple thread starter macrumors regular

    Joined:
    Feb 23, 2008
    #8
    I bought the MBP yesterday evening, and when i was buying it i asked them if there was anything i should do right after i start it for the first time, and he said before i do anything on it, to use software update to update everything, so i did as the apple guy told me, and plus should a software update f--- up your computer, no.

    The product specialist that i talked to this afternoon, said that they have acknowledged the problem, and are trying to figure out what is going wrong. He deemed my machine D.O.A. so the problem was out of my control.

    And i was asking how far i could stretch it, i know its my fault i dont live a stones throw away from an apple store, but ive wasted a whole day trying to get this fixed, and taken care of. So when i go in there tomorrow, i will ask them if i can be compensated somehow for my problems, because Macs, "They Just Work.", right?

    Thanks for the replies too, and i knew i was going to get flamed in the first place for asking.

    btw, i didnt have to ask for them to replace my machine, i described the problem, and he knew what was going on, and he said the only way to solve the problems is to exchange it for a new one, and i shouldnt have problems on a day old machine anyway.
     
  9. iyacyas macrumors member

    Joined:
    Sep 4, 2008
    #9
    You do realize that the firmware update is push through automatic update??? This means that individuals whom trust the Apple updates (as they should trust update from the manufacture, right?) will get the firmware update without requesting it and without the option to read the information (or Apples stupid little disclosure) before it is installed!!! Oh yeah did I mention or did Apple mention during the automatic update that it is irreversible without a logic board replacement?

    I think that Apple is responsible for any MBP with this problem.

    Ahhh, Ok I'm dun, sorry I must have had to many chili dogs for lunch!
     
  10. Frosties macrumors 6502a

    Frosties

    Joined:
    Jun 12, 2009
    Location:
    Sweden
    #10
    Apple and DOA

    I have read that you can get compensation like a bag or something. Not clear on if it is in play the first time you do an exchange or you have to have more trouble for that.

    You got good support from Apple. They exchanged it as a DOA without hassle. This is not always easy with Apple. We have many users still that get "it's your fault and we don't support third party drives" and no more help.

    The issue with Apple's own updates that corrupts computers beyond possible repair is very bad. And it is still going on. They have not pulled the update so that would indicate a "no problem" attitude from Apple regarding this.
     
  11. HLdan macrumors 603

    HLdan

    Joined:
    Aug 22, 2007
    #11
    Um, you do realize that firmware updates still require intervention from the user right? All the software update control panel does is download the firmware updater to the desktop, the user has to perform the firmware update on their own. I'm not the blaming the OP at all, I'm saying is, things happen as others have said and you can't get compensation such as a free upgrade to the next model just because of a 1 hour phone conversation with Apple which is interesting because the OP just now said that he explained his issue and they immediately told him they know of the problem and told him to get it exchanged so how could that have taken an hour?
    And to have to drive 2 hours to get another one, well he could've ordered online if the drive was too much trouble. There's always a risk when you drive long distance to buy something, if something goes wrong you'll have to bring it back.
    Again, not blaming the OP for any wrong doings but only a small compensation if at all should be granted. Did the OP never read here about the 1.7 firmware update issues?

    Uh, no argument from me about the chili dogs. :p
     
  12. alecapple thread starter macrumors regular

    Joined:
    Feb 23, 2008
    #12
    During the one hours phone call, I talked to a first tier tech support, then she couldn't help much, so she transfered me to a product specialist, the reason the call took an hour is because they wanted me to turn my machine on and off, a couple times to try to fix it/ run some diagnostic tests, and shutting down takes about 5 minutes, and booting up takes about 15 minutes, thats why the conversation (or lack of) took so long.

    And i read of the problems on here, but that firmware was released a couple weeks ago (i think) and i figured that if there were still any issues with it apple would have pulled it. and most people were having problems with third party drives, mine was stock from apple, shouldnt their firmware updates be compatible with their drives?
     
  13. iyacyas macrumors member

    Joined:
    Sep 4, 2008
    #13
    Yeah they had onion too.

    My chili dogs have settled a bit... But all I am saying not just to you but to all the poster and users out their they take their expertise for granted. I check all my updates ,mostly because I do'nt want them taking alot of space on my drive, but most people buy Mac because they just work. Apple is in complete control over their hardware and there OS. Thus said we as users should be able to fully trust the downloads or updates that they are pushing out through the auto-update. Are people saying that anytime one of the 6.77 billion people on this planet need to come to this forum and search through hundreds of thread to make a decision whether or not they should by any apple product? Apple is a company that people should be able to trust, thats what they claim, their prices show that.

    Should he get a free upgrade? absolutely not that's ridiculous... but they should compensate this OP and all otheres that are suffering from this problem due their update, regardless if it is a stock drive or not.

    My two cents... which is only worth -12,000,000to the 10th power!
     
  14. thegoldenmackid macrumors 604

    thegoldenmackid

    Joined:
    Dec 29, 2006
    Location:
    dallas, texas
    #14
    This is absolutely ridiculous. Imagine how many free things Apple would have to give to all of the people in the iPhone forum. It really is that large of an issue, you could always ship it.
     
  15. TsuaSai macrumors 6502

    Joined:
    Jan 9, 2006
    Location:
    TX
    #15
    I don't live near an apple store and drive two hour everytime to Northpark mall and I think they must have the worst apple store ever. Anyways I had to drive back again with in two day expressed that I wasn't happy and nicely as anyone could and they didn't seem to care. Not that I am surprised cause once again I think this has to be the most unprofessional apple store ever. But problem is solved now cause I won't be going back. I still love apple just hate that store.
     
  16. alecapple thread starter macrumors regular

    Joined:
    Feb 23, 2008
    #16

    What do you think a fair compensation would be then?
    20 dollar gif card/ store credit
    Free incase neoprene case
    ...?
     
  17. iyacyas macrumors member

    Joined:
    Sep 4, 2008
    #17
    Sounds good to me!

    Absolutely! That sounds great!

    Another poster also mentioned that they would give you $30.00 in store credit! If you asked! You should not have to ask in a case like this. Again my stupid opinion...

    I believe that this and the fact that they fix your computer, would be fair to cover any gas and time without your computer, unless you rely on the "it just works Apple" for your business. Then I guess that you are just SOL.
     
  18. HBOC macrumors 68020

    Joined:
    Oct 14, 2008
    Location:
    SLC
    #18
    man, i feel bad for you! that sucks it is so far away. I would say a $20 itunes card shouldn't be a far stretch. I doubt they will upgrade your computer, though. I think everyone who lives close to an apple store takes it for granted. I live within 10 miles of 3 apple stores. And the only 3 in the whole state are those 3.
     
  19. HLdan macrumors 603

    HLdan

    Joined:
    Aug 22, 2007
    #19
    I totally understand that you are frustrated and your heart is broken because you got something new and it failed (after the update). As I mentioned before the store did not sell you a defective machine and although you SHOULD be able to trust what Apple sends through the software update you did acknowledge that you read that there were problems with the 1.7 firmware and at that point you shouldn't have installed it.

    Also keep in mind, many people had no issues after the update, including myself. Yes, I bought the 13" 2.53 Ghz MBP. I ordered through Apple online and did a CTO order with the SSD drive. I did the firmware update and I have had zero issues. I'm telling you this because it's not at all guaranteed that the firmware update will fry your computer, it didn't fry mine and several others here have had great success.

    Also, one other thing, my first 13" MBP shipped to me with a nasty dent on the bottom of it. My heart sank, I called Apple and I had to ship it back to them and I need it for my job. I had to wait 10 more days for another one since it was a CTO. Apple was nice enough to offer me a case for my Macbook Pro free of charge since I received a defective machine and I had to be without one for 10 days while it was being exchanged and I wasn't even expecting that, nor was I even thinking about asking. They don't allow online orders to be exchanged at the stores.

    In your case, all you had to do was drive for a couple of hours out of your day and get another one and your back home playing with your shiny Mac. Again, they didn't sell you a defective model and the firmware update is not guaranteed to fry your computer so my question to you is this:

    If you lived next door to the Apple store you bought it from would you be so hell bent on making sure that they compensate you? I'm getting the feeling based on your responses that you only want to be compensated because you have to drive a couple of hours. Sorry for the tough love but big deal, things could've been a lot worse. Personally, I think your just expecting too much. The store is replacing the computer which they should but getting compensated? A little maybe but not really.
    If you had to go through what I went through I would be scared to find out what you'd expect Apple to do for you. Again dude, things happen, just let it go about getting compensated, I would be more concerned about getting a working computer and don't do the update on this next one.
     
  20. SnowLeopard2008 macrumors 604

    SnowLeopard2008

    Joined:
    Jul 4, 2008
    Location:
    Silicon Valley
    #20
    I doubt that a bad firmware install will cause the MBP to boot slower. In any case, just ask them, stop worrying over nothing. Defective rates for electronics is considered high in any industry. If my new car was defective, I wouldn't ask my dealer to upgrade my car with a GPS and leather seats just because I live 100 miles away.
     
  21. iBookG4user macrumors 604

    iBookG4user

    Joined:
    Jun 27, 2006
    Location:
    Seattle, WA
    #21
    If you want to compare it with my recent experiences with the MacBook Air. The Apple Store is about a 1 hour 30 minute drive for me without traffic and I had to take my MacBook Air there 4 times so at 3 hours both ways for each trip that is 12 hours driving time. That's not counting the time spent at the Genius Bar (4 hours for one of the trips where they asked to do an erase and install on the spot) and 5 phone calls with an average of an hour each and emails with Apple over the issue. Taking all that into account, I'd say your doing pretty good compared to me. (And that's not even counting my MacBook Pro which I'm on my third replacement, I've logged more hours on fixing that computer than the Air!) And no, Apple hasn't offered me any compensation.
     
  22. iLog.Genius macrumors 601

    iLog.Genius

    Joined:
    Feb 24, 2009
    Location:
    Toronto, Ontario
    #22
    Just to throw it out there (and yes I am aware of the firmware update issue) did you try to do a fresh install (Erase & Install)? I mean it definitely wouldn't hurt seeing how it's a one day old machine. Who knows, it might fix the problem and save you the time in driving to an Apple Store that is 2 hours away.
     
  23. aristobrat macrumors G4

    Joined:
    Oct 14, 2005
    #23
    AppleCare should be able to take care of replacing your machine thru mailing it back if you don't want to be hassled with inconvenience and expense of driving back to the store.
     
  24. J&JPolangin macrumors 68030

    Joined:
    Jul 5, 2008
    Location:
    Thule GL @ the TOW
    #24
    ...I think you need to get it replaced and move on...any future problems, then you have a stronger case for something better but how far will a $20 credit get you?

    Maybe a case for your new replacement would be better...
     
  25. J&JPolangin macrumors 68030

    Joined:
    Jul 5, 2008
    Location:
    Thule GL @ the TOW
    #25
    ...driving would be faster though...
     

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