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Registering a Complaint with Apple Store Manager - Suggestions?

A

astrostu

macrumors 6502
Original poster
Feb 15, 2007
392
33
Hi folks, I've been advised to register a complaint with Apple due to a wrong repair to my MBP. I don't do this thing often and am not sure what to say, esp. if they say, "We're sorry." Do I just say, "Well, do better next time young man" or demand a free iPad for my trouble? (half joking on the last one)

Here's what I plan to say when I call and ask to speak with the manager. Please advise:

I wanted to make sure you were aware of a poor repair job at your store. I brought my MacBook Pro in yesterday because the screen had gone dark. I was told that the display would be replaced and that I should be able to pick it up today. This morning when I came to pick it up, the display had been replaced, but it was with the normal-resolution instead of the high-resolution display that it should have been.

Since I need to leave on a trip tomorrow with the computer, I'll be bringing it in mid-next week, but I did want to make sure that you were aware of this problem and that it happened at your store.
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Note a bit more background: Picked up my laptop today and before I signed, I said I wanted to check it. Booted up and noticed something looked off. I tried to eject the disk that had been stuck and the guy was looking at the repair paperwork and said there was no indication of a disk; I told him that I wouldn't have said there was a disk stuck in it if there wasn't a disk; it was there and came out. But the display was wrong. They put a standard display on instead of the high-resolution one. And the screw is still missing on the bottom. I have to bring the computer back when I get back next week because they didn't have any high-res displays at their store. They put the order in for the new one, but it won't be here before tomorrow and definitely won't get put on before I leave for the airport by 3PM.

It was when I posted that to FB that several people said I should call to complain.
 
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Go on your trip, get it fixed when you get back. It's an honest mistake. You're not going to get anything for it, and sure, you're just "half joking" about getting a free iPad, but I'm sure you want something out of their mistake...
 
Have to agree, why not just call them and explain it. It could have been a simple mistake and I'm sure they will make it right.
 
Okay, so the advise is not to call to make the manager aware and demand an iPad :p.

Note a bit more background: Picked up my laptop today and before I signed, I said I wanted to check it. Booted up and noticed something looked off. I tried to eject the disk that had been stuck and the guy was looking at the repair paperwork and said there was no indication of a disk; I told him that I wouldn't have said there was a disk stuck in it if there wasn't a disk; it was there and came out. But the display was wrong. They put a standard display on instead of the high-resolution one. And the screw is still missing on the bottom. I have to bring the computer back when I get back next week because they didn't have any high-res displays at their store. They put the order in for the new one, but it won't be here before tomorrow and definitely won't get put on before I leave for the airport by 3PM.

It was when I posted that to FB that several people said I should call to complain.
 
astrostu said:
Okay, so the advise is not to call to make the manager aware and demand an iPad :p.

Note a bit more background: Picked up my laptop today and before I signed, I said I wanted to check it. Booted up and noticed something looked off. I tried to eject the disk that had been stuck and the guy was looking at the repair paperwork and said there was no indication of a disk; I told him that I wouldn't have said there was a disk stuck in it if there wasn't a disk; it was there and came out. But the display was wrong. They put a standard display on instead of the high-resolution one. And the screw is still missing on the bottom. I have to bring the computer back when I get back next week because they didn't have any high-res displays at their store. They put the order in for the new one, but it won't be here before tomorrow and definitely won't get put on before I leave for the airport by 3PM.

It was when I posted that to FB that several people said I should call to complain.
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Yep, situation is being resolved, why escalate it.

Sorry, no free iPads. ;)
 
It really boils down to what you want to do about the situation. If you feel the need to call and complain to the manager, then by all means do.

However, it sounds like Apple has recognized their error(s) and have agreed to fix it/ them.

I'm not sure what good it'll do to call and complain to the manager at this point. Unless of course you're just looking for a freebie or for someone to stroke your ego.
 
Sorry, wpotere, may not be explaining myself quite clearly still.

1. Problem yesterday, brought in, repair made.
2. Picked up today.
3. Tried it in the store and pointed out they put the wrong screen on.
4. They put in a new repair order for the correct screen, but it will be a bit before it gets here. I took the computer with me 'cause I need it for a trip and will bring it back next week to get the screen replaced after they send me the e-mail that the part's in.

5. I mentioned this as an update on FB 'cause I had posted on Monday when the screen died and then Tuesday when it was a fix covered by AppleCare.
6. FB friends told me that this was shocking from Apple and I should make sure the manager or customer service knew about it.
7. I don't normally do this (I've never done it actually) so figured I'd ask here for advice.

8. Advice is pointing to not calling, so I won't. :)
 
astrostu said:
Sorry, wpotere, may not be explaining myself quite clearly still.

1. Problem yesterday, brought in, repair made.
2. Picked up today.
3. Tried it in the store and pointed out they put the wrong screen on.
4. They put in a new repair order for the correct screen, but it will be a bit before it gets here. I took the computer with me 'cause I need it for a trip and will bring it back next week to get the screen replaced after they send me the e-mail that the part's in.

5. I mentioned this as an update on FB 'cause I had posted on Monday when the screen died and then Tuesday when it was a fix covered by AppleCare.
6. FB friends told me that this was shocking from Apple and I should make sure someone knew about it by calling the manager.
7. I don't normally do this (I've never done it actually) so figured I'd ask here for advice.

8. Advice points to not calling, so I won't. :)
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You explained it fine, I just didn't read it clearly (I have the flu and I am on some drugs right now). ;) I changed my post above to make more sense. ;)
 
astrostu said:
6. FB friends told me that this was shocking from Apple and I should make sure the manager or customer service knew about it.
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I'm curious why your FB friends find it shocking that a person made a mistake. :confused:

Side note, you got your Mac repaired in less than 24 hours during the holiday rush? Wow. At the store I worked at, all of the students returning home from the break and dropping off their broken Macs really really swamped the Genius Bar until a little after the New Year! A 3-day turn around felt like "express" then. :eek:
 
aristobrat said:
I'm curious why your FB friends find it shocking that a person made a mistake. :confused:
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Cult/façade of invulnerability?

aristobrat said:
Side note, you got your Mac repaired in less than 24 hours during the holiday rush? Wow. At the store I worked at, all of the students returning home from the break and dropping off their broken Macs really really swamped the Genius Bar until a little after the New Year! :eek:
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Well, they *said* they had the parts in. Just the wrong parts ...
 
You don't seem like pushy bastard, so I'd ignore your friends on this one. They just made an honest mistake, it happens, even at Apple. You'll be okay without the high res for a week, and cutting them a break is the nice thing to do, especially around the holidays.
 
If your Hi-Res display was a glossy one, there might not have been an obvious way to know that you had one.

I'd imagine they're pretty swamped these days (we are at my store, that's for sure) and it's an honest mistake. You gotta allow even techs to be human once in a while.
 
Heilage said:
If your Hi-Res display was a glossy one, there might not have been an obvious way to know that you had one.

I'd imagine they're pretty swamped these days (we are at my store, that's for sure) and it's an honest mistake. You gotta allow even techs to be human once in a while.
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I would agree with the swamped bit and human error, but surely the tech could have simply ran the serial number to get what the machine has installed. Bottom line is that it shouldn't have happened.

That all being said, I usually will give one mistake to a company as nobody is perfect. ;)
 
wpotere said:
I would agree with the swamped bit and human error, but surely the tech could have simply ran the serial number to get what the machine has installed. Bottom line is that it shouldn't have happened.

That all being said, I usually will give one mistake to a company as nobody is perfect. ;)
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There might be no indication anywhere in GSX that it has a Hi-Res. If that is the case, you'd have to look at a functional display to know, or track down the original order, which they might not have the authorization to do.
 
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