So, Can I Ask for a New One Now? (longish)

Discussion in 'MacBook Pro' started by Ahheck01, May 3, 2007.

  1. Ahheck01 macrumors 6502

    Joined:
    Aug 7, 2006
    #1
    So, I gave my sister 1200 for her 15" Macbook pro, revision A (I believe).

    Still under warranty, the day I bought it, the hard drive crashed. I tried reinstalling OSX with no luck. I drove 1hr to the apple store, and the genius said to try wiping the drive and reinstalling, and if that didn't work, to call him, and he'd get a hard drive to install in it.

    So I drove an hour back home and did so. It ran for a day or two... then crashed. So, I called in, told them what was wrong, set up an appointment, specifically requested to let them know to get the hard drive in advance as previously promised. The guy on the phone said that he had added it to his notes and that they would be ready for me the next day when I brought it in for service.

    Another hour drive to the Apple Store, I showed up, and said here it is, I need a hard drive. He booted it up, witnessed the failure, and said "yup, the harddrive is bad. I'm going to order one for you right now."

    What??

    So he gave me the option to leave it there for a few days while waiting for shipping, but I opted to keep it and boot to my backup so I actually have the use of a computer. After all, he said it should be there tomorrow, maybe in 2 days max. So, I drove 1hr home, and get a call FOUR days later saying that the hard drive is here, so I can drop it off any time.

    So 1hr trip back to the apple store to drop it off. It's Saturday, he says it'll be fixed by tuesday. 1hr trip home.

    Tuesday morning before I wake up, I get a voicemail "Hey, we put in that hard drive, and for some reason that one didn't work either, so we've got another one on order...". I drove a 2hr round trip that thursday to pick it up.

    4 days later, it hangs, I reboot, and I get no apple, no spin-wheel, no question mark on a folder, no chime. Just grey, and nothing else. I had just finished putting all of my backed up files on the brand new hard drive, and reformatted my backups so I could use my new 160GB external as the backup.

    So I call in, try the stuff I had already tried off of their website per their instructions over the phone, and they send a box the next day to send it in yet again. I ask if they can at least save my data since the hard drive is brand new and the symptoms suggest it's a motherboard issue. He says "yes, they should definitely save your data. I'll make a note here to make sure that happens for you." Super. After all, if they didn't, all those pictures over the last 4 years would be lost forever, and that would suck.

    So I put it in the box, sent it off, and a week later got it back (yesterday). Turned it on - it boots!

    .... and the hard drive has been replaced, along with the other stuff that was obviously the cause of the problem.

    ... and my data is gone.


    So that blows. They simply did not do what they said they would do, resulting in a huge sentimental loss.

    Then, I boot up the OS, install firefox and adium. Run firefox for the first time. It crashes. Run adium - it opens, but opening an IM window crashes it. Run safari, click on an email in Gmail - it crashes. Open system preferences... won't do it. Open disk utility to check permissions. Disk utility won't even open.

    I'm not to thrilled at this point, so I call in. Despite the fact that i'm irate at this point, I suck at being mean or putting my foot down about anything, because I work in the service industry, and I know the guy on the other line is not at all at fault for what I"m dealing with, and doesn't deserve the ranting of some guy having issues.

    So he puts me on hold for 10 minutes while explaining my syptoms to a specialist. I'm instructed to wipe the drive and reinstall, and call back if that doesn't do it.

    So, I've done that now, and it keeps hitting a point where it just stops making progress in the installation process. It says it's copying files... but it doesn't move, the hard drive is no longer spinning - just making a jitjit-jitjit-jitjit sound.



    SO...

    ... here I am, having paid 1200 for a computer a month and a half ago, and having had the full use out of it for less than a weeks time total. Should I go through the motions, send it in again, and do this over again, or is it about time they reimbursed me for both my trouble and their failure to fulfill their promise, and get a new MBP or something?

    And if I am in a position to make demands, what should they be, and how do I go about making them that won't make me feel mean?

    Thanks for reading guys - I'm so frustrated. I love apple products, and I don't want this to ruin it for me... but it's getting there...

    -Evan
     
  2. markfc macrumors 6502a

    markfc

    Joined:
    Sep 18, 2006
    Location:
    Prestatyn, Wales, UK
    #2
    Not sure if you're in the UK or not, but over here you wouldn't have a leg to stand on as you bought the MacBook second hand.

    Obviously they would still need to honour the warranty for replacing parts etc, but getting a replacement I imagine would be difficult.

    Then again if you plead, they may replace it for you. :)

    Good luck anyway, hope it all works out for ya.
     
  3. tngisaga macrumors member

    Joined:
    Oct 11, 2006
    Location:
    San Jose, CA
    #3
    It sounds like you're in a very good position to ask for a replacement machine. You've only had the computer for less than 2 months and it's given you so much trouble. I think your macbook pro is a lemon due to all the repairs that it's undergone in such a short time. It's had multiple hard drive failures so you should use that for your case.

    Go to the Apple Store and talk to a genius about your problem and situation. Bring all the repair paperworks with you to show the genius your macbook pro's history. You should be nice, but firm. Speak to the manager if the genius isn't understand your problem. I had my lemon powerbook replaced with a macbook pro and these are all the steps I used.

    I hope everything works out for you. Tell us how it goes.
     
  4. aaron.lee2006 macrumors 65816

    aaron.lee2006

    Joined:
    Feb 23, 2006
    Location:
    Ontario, Canada
    #4
    Nope you have to have 3 repairs done before you get a replacement I am in the same position and mine is in for # 3.
     
  5. DaLurker macrumors 6502

    Joined:
    Mar 30, 2006
    #5
    While I feel for you about the pictures, should definitely consider backing them up elsewhere.

    As for replacement, after 3 major repairs (Hard drive couts as one), you're entitled for a replacement. Looks like you're onto number 3. No harm in asking though.
     
  6. Ahheck01 thread starter macrumors 6502

    Joined:
    Aug 7, 2006
    #6
    Okay, on the phone with them now. Just took 20 min. to walk me through how to run disk repair off of the install CD :mad:

    This after I explained to him that I had run it twice since I called yesterday, both before and after my erase and install.

    So now I'm on hold whilst he talks to a specialist.

    -Evan
     
  7. e12a macrumors 68000

    e12a

    Joined:
    Oct 28, 2006
    #7
    email that sjobs@apple.com email or whatever.

    explain your experience and that you are unsatisfied. Then demand for a new computer.;)
     
  8. Ahheck01 thread starter macrumors 6502

    Joined:
    Aug 7, 2006
    #8
    That thought did occur to me as I read the slashdot article, but I'm on hold again, as he's setting up a dispatch. They're going to replace the whole logic board this time, and he promised me a brand new MBP if this doesn't fix the problem (*crosses fingers that it doesn't solve the problem*)

    -Evan

    Edit: 50 min. call total, and I have his direct voicemail if I have any further issues.

    At this point, I'm happy with the way it's being handled. Yes, it's frustrating to send it in again, but if I have a working MBP when all is said and done, I'm happy, and if I don't, I get a new one, which will make me happy. I'll let you all know either way.
     
  9. aaron.lee2006 macrumors 65816

    aaron.lee2006

    Joined:
    Feb 23, 2006
    Location:
    Ontario, Canada
    #9
    Same here. I am going onto my second logic board replacement. If it doesn't work this time I am getting a new MBP as well.
     
  10. Ibjr macrumors 6502a

    Joined:
    Jun 29, 2002
    Location:
    Eastern seaboard
    #10
    Heh, i went through 4 on my ibook G4 logic board (just under 3 years old on last repair) untill two months ago they replaced it with a macbook. They will treat you well.
     
  11. aaron.lee2006 macrumors 65816

    aaron.lee2006

    Joined:
    Feb 23, 2006
    Location:
    Ontario, Canada
    #11
    Yay! I hope so.
     
  12. Ahheck01 thread starter macrumors 6502

    Joined:
    Aug 7, 2006
    #12
    Well ladies and gents, I got my repaired MBP on Monday of this week. Got everything up and running by Wednesday, and tonight, as of about 11pm, it froze on me. Now it won't boot to anything. Same problem.

    I hope you're right. When I call tomorrow, I hope to be ordering a new MBP. If so, I'm happy. If not... let's try not to think about that just yet.

    -Evan
     
  13. Dynamyk macrumors 6502a

    Dynamyk

    Joined:
    Jul 8, 2005
    Location:
    Toronto
    #13
    I hope you get your new one :).

    Some people get discouraged easily, just keep looking at the light at the end of the tunnel :)
     
  14. Ahheck01 thread starter macrumors 6502

    Joined:
    Aug 7, 2006
    #14
    I called and left a message at the number the guy I talked to last time gave me. I also sent him an email as he instructed:

    Obviously I replaced digits with ## for my own protection, but that's otherwise word for word. Sent at 3:58pm CST. We'll see how it goes. I'll keep you posted!

    -Evan
     
  15. rossgumbrell macrumors regular

    Joined:
    Nov 8, 2006
    Location:
    Hove, South East England
    #15
    i feel your pain man. ive been reading this topic like a book, seeing what the result is!!! good luck with it all, you deffinately deserve your new one! i work for an apple premium reseller and we do repairs or sight, and by the sounds of it at 1st is a hard drive or logic board problem. but actually sounds more to do with the PSU and CPU.
     
  16. maccam macrumors 6502a

    maccam

    Joined:
    Feb 18, 2007
    Location:
    Wisconsin
    #16
    Cool, you will get a new Macbook pro for sure :eek:
     
  17. aaron.lee2006 macrumors 65816

    aaron.lee2006

    Joined:
    Feb 23, 2006
    Location:
    Ontario, Canada
  18. Ahheck01 thread starter macrumors 6502

    Joined:
    Aug 7, 2006
    #18
    So, the rep to whom I sent that email called me today. He said he had already done all the paperwork, confirmed that I would be receiving a new Macbook Pro. It's the bottom configuration, but that's .16Ghz faster, twice as much ram, 40GB more hard drive space, and three or four revisions better than my current one.

    I will have my new MBP in a week :cool:

    Good job, Apple.

    -Evan
     
  19. ryannel2003 macrumors 68000

    ryannel2003

    Joined:
    Jan 30, 2005
    Location:
    Greenville, NC
    #19
    Awesome! I've been seeing alot more more people getting their CD MBP replaced lately. It seems they have alot more problems than the new C2D models do. But that's really cool; keep us posted on how it works out.
     
  20. Ahheck01 thread starter macrumors 6502

    Joined:
    Aug 7, 2006
    #20
    Oh yeah! That's another thing I'll be getting upgraded - the processor type. :cool:
     
  21. ergle2 macrumors 6502

    Joined:
    Aug 27, 2006
    #21
    That'll make far more difference than the tiny clock speed bump. Plus, 64bit, with Leopard just around the corner... :)
     
  22. aaron.lee2006 macrumors 65816

    aaron.lee2006

    Joined:
    Feb 23, 2006
    Location:
    Ontario, Canada
    #22
    They gave me the same model as your new one as well. Can't wait to get mine :)
     

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