Problems with Apple Customer Service

[tucablanca]

Hi,

I have a mid2010 MacBook Pro 17 inch, top spec. Purchased it with Apple Care.

It did never work very well (computer was a lot slower than it should be) and the issue has been increasingly worsened: now it switches off completely from time to time, gets stuck and frozen just opening a Safari tab, goes incredibly slow and gives graphic problems (cursor dissapears, windows stay as frozen pixels when you drag them, videos pixelize). Completely unusable. Besides that, a battery life ot two hours, minimum brightness and just Mail and Safari use.

I have taken it 4 times to repair, the two first to the dealer I bought it from in my town in the Netherlands, and the two second to the Ams Apple Store. After the two dissapointments from the tech service of the dealer (first they just changed the spotlight indexing and the second time just made a clean reinstall), I thought I'd take it to the Store and I'd be getting a better customer service.

Problem seems to be their diagnostic tools give all results ok, and also do stress tests. First time in the Apple shop they said that was weird and they will replace anyway the components, since the Genius assistant saw that, despite all their diagnostics saying it was all ok, the computer was slow.

I got it then back saying they'd replaced the memory, and that should solve the issue (btw, never got the old memory, is that an Apple policy to keep spare repair parts?) But the laptop gave the same problems after the first day I started working with it, so I took it back.

They told me they will make sure this time they'll replace everything because, even though they still didn't know what the problem was, they didn't want this kind of Apple experience for their customers. However, they called me back a week after, saying that the problem was software and they had performed a clean install. This was obviously not the issue, since I have done more than 8 clean installs to try to fix it before which didn't solve the issue, and also was not what they had told me they'd do. So I complaint, and they said that ok, they'd change what they'd promised to change.

Two days later, I got another call saying my Mac was ready to pick up after a clean reinstall. I complained again about they saying differently of what they promised, and asked to escalate the issue. I was told there was no point, and that that's the only thing they'll do, clean reinstall, since the diagnosis and test were fine. It also seems they have been writing in their reports different things of what they told me at the shop - the guy never wrote he saw the computer malfunctioning, but instead that he couldn't replicate the issue at the store, and other twistings.

I am very pissed of about the fact that, because their diagnostic tools cannot find the issue, I have to stick to a malfunctioning, super expensive laptop. I am pissed about them promising a certain service and after doing something completely different. I have the feeling they do it just to shut me up on the spot, and later I have no argument when I say I was told x because they always get back to their reports as proof. I am also sick about the fact I have taken it in 4 times, and they still don't know what's up with it, and basically call me a liar since they cannot find it.

I do not know how to proceed, or what else to do, to get it working. I can call Apple Care, but at the Apple Store they told me they'd already done it and that they agreed with the decision.

Anyone can advise on what to do next?

I wasn't certainly not expecting that from Apple, a brand who claims to stand for excellent customer care, which is the reason one of the reasons why their price tag is so high.

Thanks!

 

[roofz]

get on the phone with apple care, and complain and complain to the people. tell them everything you wrote down in this post. if the first person you talk to can not help you, say this "I would like to speak with your higher up"

tell the next person you talk to everything that you wrote here, if they can't help you, tell them you would like to speak with their higher-up.

i really hope you get this fixed, i would hate to be in your shoes.

 

[Puevlo]

AppleCare can't override a decision at the Apple Retail Store. Best to speak to the store manager.

 

[Ccrew]

(btw, never got the old memory, is that an Apple policy to keep spare repair parts?)

Of course under warranty they keep the replaced parts.

 

[rikscha]

next time,

let them show you what notes they wrote down and have both parties agree to these.

 

[user418]

AppleCare can't override a decision at the Apple Retail Store. Best to speak to the store manager.

I agree. Even after speaking with the Appleacare folks and having my problem escalated it was the local store manager that replaced my MBP.

State your case courteously, yet firmly, and continue to bring the conversation back to your primary point that a replacement is in order. Good luck on rectifying your situation.

 

[squeakr]

AppleCare can't override a decision at the Apple Retail Store. Best to speak to the store manager.

Not always true. AppleCare is a separate channel and can still do things they feel are merited to rectify the situation no matter what the store has down. When I had issues in the store (not their fault, as they used all their options and still couldn't come to a resolution), I was told by the store employees to contact AppleCare as they have more power and options than the store does. After contacting AppleCare, they were able to negotiate and authorize an exchange in store for a new replacement (went from an early 208 to and early 2011 under AppleCares warranty). What helped me were the notes within the system detailing all that had been done and the issue still not being resolved, so AppleCare and step in when they need to (my situation was handled by Customer Relations and Satisfaction within AppleCare).