Saga of my MBP C2D

Discussion in 'MacBook Pro' started by baddabig, Nov 21, 2006.

  1. baddabig macrumors newbie

    Nov 21, 2006
    This is a rant. Sorry.

    I received my 15" C2D MBP (purchased online) on Oct. 31, which may have been an omen.

    Loaded up scads of dev software on it, used it for about a week on various critical school & work projects, and then started having the system lock up. Called tech support, they suggested various disk repair steps that didn't work, so they made me an appointment at the Mac Store.

    Monday 11/13: take MBP to mac store. We verify the problem, but genius bar guy says it isn't the hard drive. They will run tests overnight and call me when they find out.

    Tuesday 11/14: I call store around noon, am told tests are still running and they will call me when ready. I call again at 8:45pm just before store closes and they say it is a bad hard drive, and parts are on order, and it will be "2-5 days for the parts and then a day for the hard drive swap."

    Thursday 11/16: I call store around 6pm to check up. Am told that parts are are order. I ask for ETA. Another store employee gets on phone, says that the 160gig hard disk is endlessly delayed since the machine is so new, suggests I do a return through online apple store. She asks me how long I have had it. I say I am not sure. She puts me on hold, then comes back and tells me the machine is past 14-day return period. I have since looked up dates and tell her that I received it on 10/31 and returned it to store on 11/13 so that's 14 days. Another hold and then the manager gets on the phone. He says they will return it, they will email me a shipping label. Later that evening the first store employee calls me back and says all I need to do is print the shipping label, come down to the store, get the MBP and a box, and take it to the Fedex shipping store and Apple will ship my new machine as soon as they receive the old machine.

    Friday 11/17: I drive to the store with shipping label in hand, am told that I need to return the entire retail box, not just the MBP. So I drive back home, get the original box and all accessories, and take it to Fedex and drop it off. Later that evening I look at the tracking and realize my MPB is going GROUND to California, so who knows when it will get there!!! WTF???

    Tuesday 11/21: Fedex tracker shows the machine is still in transit -- no record other than it was received at warehouse on 11/17.

    I have a few issues with this process.

    • A defective MBP!!!
    • Evasive behavior by Apple Store employees, failing to call me back with status as promised
    • No seeming urgency on the part of any employee of Apple whom I have dealt with, to try to get me a new machine as quickly as possible
    • Why do they make me drive down to the $#%#! store and ship it myself?
    • Why ground return shipping? Had I known I would have spent my own $45 and sent it back overnite myself!
    • Why, when Apple Store had my defective MBP, do they need to wait until the old machine is received before they can ship replacement?

    I guess I just need to be patient. But, I had grown accustomed to the warranty service provided by e.g. Gateway, in which a defective computer is shipped back on Monday, is fixed on Tuesday, and returned to my hands on Wednesday. And that was the default "business cheap" support plan!
  2. szsiddiq macrumors 6502


    Dec 21, 2005
    ask to speak to customer relations
  3. akadmon Suspended

    Aug 30, 2006
    New England
    I know it's not going to help get you your Mac sooner, but I read your saga and I sympathize. Hang in there!
  4. prplmnkydshwshr macrumors newbie

    Nov 19, 2006
    I am on my 3rd MBP C2D and it has taken a period of three weeks since I received my first defective unit up until yesterday when the 3rd unit arrived. For the first unit, Apple engineering wanted to capture the unit, I was shipped an overnight shipping label and the replacement unit was sent out when that one was received which allowed me to get my replacement in a few days.

    The second unit came with a damaged case and broken latch. This one was returned via prepaid FedEx ground as in your case. However, the "Product Specialist" told me to e-mail him the FedEx ground number as soon as it was picked up and he would then have the replacement sent out so there would be no delay. I suggest if you want the replacement sooner, you should request that this be done for you as well.

    My personal MBP saga has yet to end on a good note. The 3rd unit I received had been opened and resealed twice. After talking to a Product Specialist last night, he didn't seem to show any concern that I had spent 2 grand on a new laptop to receive two defective units and unit which appears to have used/returned multiple times. Needless to say, I am not pleased at all and will be dealing with Customer Relations tonight.
  5. smueboy macrumors 6502a


    Oct 30, 2006
    man, i've been waiting since October for my first unit (15") to arrive, so i hope when it 'finally' does arrive that i don't have to go through this sort of pain too.
  6. baddabig thread starter macrumors newbie

    Nov 21, 2006
    Okay, after 52 minutes on the phone with Apple sales support, they have agreed to ship my replacement unit even though the defective unit is still in transit. Why the Apple Store couldn't have done this last Friday, I have no idea. Stay tuned. I am dumbfounded by how lame this process has been.
  7. brikeh macrumors 6502a


    Jan 24, 2006
    If my replacement is old/refurbished/used I will go *******. No way will I accept that.
  8. Apple Corps macrumors 68030

    Apr 26, 2003
    Well, it takes two to dance. My limited repair experience with Apple products needing repair / replacement has been excellent. This holds true for Apple products purchased on-line, at an Apple store, Amazon or COMPUSA. Few problems and very rapid resolution.

    Much has to do with solid communications and expectations - not being agressive but not being a doormat either. Think through your real needs, have some alternatives in mind and do not wait for things to reach such a boiling point.

    Just a different perspective on Apple repair.

    BTW - I've ALWAYS utilized Apple's repair centers - they express you the box, you drop you Mac into it and hand it back to the DHL (or whomever) and the Apple repair center has it back to you very fast - like one or two days in my experience.

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