That's it, I'm done with Apple

[tcphoto]

I would make an appointment with the "genius" and pull the MBP out containing the battery. Then ask if it's supposed to be that way. If they continue to decline replacing the battery I would escalate it to the Manager in the store. My last resort would be to remind them of the MS commercial where the person/actor commented on finding the laptop for $500 and say that buying the new battery would represent 1/4 the cost of returning to a PC...

I have had a couple of similar experiences with Apple and had to quote my Mother. I once heard her tell a Customer Service Rep, "Put that thing up on a lift and drive a new one in under it".

 

[smiddlehurst]

Yeah, I'd take a picture and send an email to customer support and steve jobs.

Planning on doing so and including with the letter I'm sending to Apple Operations Europe this week. Going to wait a couple of days to write it however, not fair or productive to do such a thing when still angry.

Also, thanks everyone for your responses to this thread. I hate using a place like this to blow off steam but maybe it'll help someone else if they find themselves in the same position.

 

[clyde2801]

Put a picture in your thread on the board.

 

[sammich]

Planning on doing so and including with the letter I'm sending to Apple Operations Europe this week. Going to wait a couple of days to write it however, not fair or productive to do such a thing when still angry.

Also, thanks everyone for your responses to this thread. I hate using a place like this to blow off steam but maybe it'll help someone else if they find themselves in the same position.

It's the internet...you can do whatever you want

Good luck in getting your replacement.

 

[smiddlehurst]

I would make an appointment with the "genius" and pull the MBP out containing the battery. Then ask if it's supposed to be that way. If they continue to decline replacing the battery I would escalate it to the Manager in the store. My last resort would be to remind them of the MS commercial where the person/actor commented on finding the laptop for $500 and say that buying the new battery would represent 1/4 the cost of returning to a PC...

I have had a couple of similar experiences with Apple and had to quote my Mother. I once heard her tell a Customer Service Rep, "Put that thing up on a lift and drive a new one in under it".

Problem is they all run away when I go into my local Apple store these days...

Actually, I've booked an appointment for Wednesday, if they can't or won't sort it out then I'll see about getting a replacement.

 

[mscriv]

BUT my fault list runs thus:

13" MB - cracked wrist rest, taken into Apple store and get told it's a design fault where the latches meet the case and can't be fixed so it WILL go again, hope I've got an extended warranty.

15" MBP - faulty LED backlight times three

17" MBP - broken keyboard after 6 months. Battery that needs to go on a diet just to fit into the case. Slightly dodgy Airport.

iPod Touch 1st gen - Faulty screen with inverted blacks, tried to pass it off as correct, checked three other units for the same problem. Waited two months, picked up a working unit from next batch.

3rd Gen iPod Touch - Screen inserted off centre and tilted. Same problem on three replacement units. Waited a month, picked up working unit from next batch.

That's ALL the hardware I've bought over the last three years which has had at least one serious hardware fault.

WOW! What did you do to anger the technology gods? Either that or someone has a voodoo doll of you and your electronics and they are having a lot of fun with it. If that's your experience with products from the last three years then it's very easy to understand your frustration. Sorry about the hassle. I agree with others that have suggested you go to an Apple store if one is close. Ask to speak with the manager and kindly explain your situation. Don't get angry, but be firm and emphasize your concern about this being a safety issue. Best of luck.

 

[smiddlehurst]

WOW! What did you do to anger the technology gods? Either that or someone has a voodoo doll of you and your electronics and they are having a lot of fun with it. If that's your experience with products from the last three years then it's very easy to understand your frustration. Sorry about the hassle. I agree with others that have suggested you go to an Apple store if one is close. Ask to speak with the manager and kindly explain your situation. Don't get angry, but be firm and emphasize your concern about this being a safety issue. Best of luck.

Ah, that one I CAN answer.... I bought first batch of a new Apple product on multiple occasions (although to be fair the iPod's were kinda urgent as I had an unexpected trans-atlantic flight to deal with). I now know better As I'm on a first name basis with half of the local Apple store at this point I'm hoping it goes well. Although failing that I'll start bouncing the battery in the manner of a basketball as I've been told it's perfectly safe....

 

[JD92]

...

 

[jamesarm97]

I had the exact same problem with a 2006 MBP. I was using it, then I heard a pop and saw sparks and it shut off. I could not figure out what was wrong until I turned it over and the battery was bulging just like yours. I ran down to the local Apple store and tried to get them to replace it because I knew of the battery recalls, but they would not. I had to buy one.

 

[PDE]

In the UK if you can prove that something was sold to you with a design fault or had an issue when you bought it - you're entitled to a replacement even if it's out of warranty. This is definitely not normal behaviour and I think we all know there's a design fault here. Look up consumer law in the UK and have some printouts ready, but don't immediately go in with the prints, just have them ready in case. If you don't get what you want speak to the manager and if he doesn't help you, ask the other customers around you what they would think if their battery started bulging after only 2 years and Apple told you they weren't interested - that should get them moving.

Definitely go this route. This is EU-wide and is valid three years from purchase. Since many batteries have had this issue, it's very reasonable to claim that the fault is inherent -- and it's simply not worth it for Apple to fight over this and risk bad press or public criticism for a silly battery. Call the Office of Fair Trading or consumerdirect.co.uk and ask for advice.

Obviously, no battery should start swelling like this, not even after two years.

 

[smiddlehurst]

Definitely go this route. This is EU-wide and is valid three years from purchase. Since many batteries have had this issue, it's very reasonable to claim that the fault is inherent -- and it's simply not worth it for Apple to fight over this and risk bad press or public criticism for a silly battery. Call the Office of Fair Trading or consumerdirect.co.uk and ask for advice.

Obviously, no battery should start swelling like this, not even after two years.

"Hi, I'd like to talk to you about this *thunk* swollen macbook pro battery."

"Nothing we can do"

"Ah. In that case I'd like to talk to you about *thunk* this briefcase full of legal precident"

By happy chance I have an insider at the citizens adivce who just may be popping round to my place in the next few days... hmmm...

 

[smiddlehurst]

I sympathise with you man, I have a similar history. I had the samae issues with the 13" Macbook and the iPod Touch and I've now got issues with my aluminum Macbook. Despite this I've got to keep going back to Apple simply because I think their software is the best.

In the UK if you can prove that something was sold to you with a design fault or had an issue when you bought it - you're entitled to a replacement even if it's out of warranty. This is definitely not normal behaviour and I think we all know there's a design fault here. Look up consumer law in the UK and have some printouts ready, but don't immediately go in with the prints, just have them ready in case. If you don't get what you want speak to the manager and if he doesn't help you, ask the other customers around you what they would think if their battery started bulging after only 2 years and Apple told you they weren't interested - that should get them moving.

Thanks for this, starting to read up on it and it's that phrase of "inherent fault" that's key which is:

A fault present at the time of purchase. Examples are:
• an error in design so that a product is manufactured incorrectly
• an error in manufacturing where a faulty component was inserted.
The "fault" may not become apparent immediately but it was there at the time of sale and so the product was not of satisfactory standard.

And considering past performance, recalls, history etc then I think there's a very good case that this is an error in design and/or manufacturing. But I think it better to argue that one in store. Quiet loudly. With much waving of the affected battery towards people nearby lining up to drop a couple of grand on a laptop.... Who knows, maybe some good will come out of this and we'll get a way to have these batteries replaced if and when they go *foom*

 

[core2duo]

Sorry to hear about your misfortune. I'd say your best bet would be to appeal to your local Apple store. Here's how I would do it:

1. Make an appointment at the Genius Bar of your local store. When you make the appointment online, there will be a field for notes. Clearly but succinctly explain your situation there.

2. When you show up for your appointment, be patient and friendly. Don't come in with a chip on your shoulder, and don't adopt the attitude that Apple owes you something.

3. Politely explain your situation to the Genius who handles your appointment. Be nice. These people spend their day dealing with the entire spectrum of frustrating customers. The last thing you want to do is add yourself to that list. Remember, these people are retail employees. Have some empathy for them, and there's a good chance they'll do the same for you.

4. If the Genius still won't replace your battery, you can ask to speak with a manager. Follow the same rules above.

5. If you still don't get a battery replacement, take it like a man and buy yourself a new battery.

 

[smiddlehurst]

Sorry to hear about your misfortune. I'd say your best bet would be to appeal to your local Apple store. Here's how I would do it:

1. Make an appointment at the Genius Bar of your local store. When you make the appointment online, there will be a field for notes. Clearly but succinctly explain your situation there.

Done

2. When you show up for your appointment, be patient and friendly. Don't come in with a chip on your shoulder, and don't adopt the attitude that Apple owes you something.

Never do, it's not the fault of the poor schlub in front of me (and I've worked WAY too many jobs where I am said schlub). Besides which is easier to tie 'em in verbal knots when you're thinking clearly

3. Politely explain your situation to the Genius who handles your appointment. Be nice. These people spend their day dealing with the entire spectrum of frustrating customers. The last thing you want to do is add yourself to that list. Remember, these people are retail employees. Have some empathy for them, and there's a good chance they'll do the same for you.

I'm on first name basis with about half of my local store's genius employees and about the same number of sales staff at this point.

4. If the Genius still won't replace your battery, you can ask to speak with a manager. Follow the same rules above.

The trick is to get into the store without the manager spotting me and making a break for it... been through this before (the last time was them insisting I leave my MBP with 'em for 10 days waiting for a part to come in while I insisted they could just call me in the morning they wanted to fix it and I'd have it over with 'em ten minutes later... guess who won that one? Hint, not them).

5. If you still don't get a battery replacement, take it like a man and buy yourself a new battery.

Oops, I think your internet connection dropped out there, hang on a sec... I assume you meant "take it like a man and buy yourself a new battery before e-mailing the whole sorry tale to watchdog"

Seriously though, thanks for the advice, it's pretty much what my current plan was anyway but it's always good to hear from people genuinely wanting to help fix problems.

 

[mikes70mustang]

This is a good example of lifes not fair. Spend a lot more time complaining to someone and you might get a battery.

 

[bartelby]

Don't forget to tell Apple you'll go to Trading Standards/Citizen's Advice too.

 

[JD92]

...

 

[179202]

Actually.... no.

http://www.dellbatteryprogram.com/



Granted it's not quite the same situation, but it's pretty close.

I understand your problem, and sure it's annoying, but Apple DOES have a battery replacement program but your battery isn't listed as being affected (though it clearly has a problem but is no longer under warranty...as someone else wrote, your computer is out of warranty and as such they shouldn't have to replace anything for free...they'd be doing you a favour).

I think they would replace the battery if you really push for it, but consider this a lesson learnt. You've just proven that paying for AppleCare is worth it.

I WROTE THE ABOVE BEFORE READING THE ENTIRE THREAD, APOLOGIES:

I think that the above still stands, but you should push for a replacement. After two years, it SHOULD NOT be happening. Make that very clear to them. Try and go to a less busy Apple store where people aren't rushed off of their feet all day. It helps, trust me. I wish you luck getting a new battery, seems people get more for less around here most of the time.

 

[alphaod]

After one year, no manufacturer guarantees their batteries, since that's how unreliable lithium cells can be.

Sorry to see that you have these issues, but a company needs to make money, and if they accommodated every customer complaint beyond their usual policy, they would either have too many complaints to fulfill or they would go out of business—out of business means everyone gets screwed.

 

[mavfan11]

Your computer is past its warranty, yet you expect Apple to replace a component for free? That's what warranties are for!

Do you honestly think that a PC company would act any differently? The only difference is that the PC company probably wouldn't offer the discount on a new battery.

Well yes I do if it's not a usage issue but one of poor equipment. I had a 17" Dell 9300 laptop purchased in April 2005 with the 1920x1200 screen that was two years old, one year out of warranty, when it started to develop vertical lines on the screen (this was the exact same screen used on the 17" Macbook Pros that came out at that time and also had problems, lots of unhappy Apple owners as Apple wouldn't replace w/o Applecare). Anyway, Dell set up a program to fix the screens free of charge and had a DHL guy at my office within 3 hours of the time I called into the service line and I had my machine back 3 or 4 days later and it's worked fine since (they also included a letter when they returned it saying they'd fix any more vertical line issues that might occur for two more years).

On the other hand the CD drive on my Macbook stopped working 13 months and at 18 months the computer stopped charging the battery (bought a new battery, same issue, I heard it's the logic board). Anyway, I'm out of luck because I didn't pay a few hundred more for AppleCare. Over the past 4 years I've bought for myself or my family 5 Dells, a Lenovo, and a Macbook and the only unsatisfactory experience has been with Apple.

 

[The General]

The machine's outside of warranty

Cause.

there's nothing they can do.

Effect.

 

[brentsg]

A battery is what... $120 or so? I can't see making this a huge project for that amount. Now if it was a large repair or something, sure...

 

[smiddlehurst]

Cause.



Effect.

*sigh* How many times do I have to make this clear, I do understand the machine is out of warranty and if it was a battery deciding not to charge anymore then that's fine, no complaint there. BUT that's not the case, this is a battery that was working perfectly up to a couple of weeks ago when it suffered a fault that, after some research into the term, can be considered an inherent flaw, i.e. "an error in manufacturing where a faulty component was inserted.".

Under UK law that means that Apple have a responsibility to replace it if the unit has not been used for an unreasonable length of time. That time can be easily defined in this case as two years owing to Apple already establishing an exception for batteries that are less than 24 months old if they are from certain batch numbers. This unit isn't but there's clearly a level of expectation there with Apple saying that units that fail 'do not meet the high standards of Apple'.

To be honest, I could get a replacement battery for £60 delivered right now. Of course I could and if I have to I'll do that. BUT this is a common fault that's been around for 3 years at least and Apple aren't recognising it. Under UK law there's an obligation under the sale of goods act to do this (thanks to another poster for pointing me in the right direction) and I feel that they should just have a blanket policy to replace ALL batteries under 24 months old that exhibt this swelling not just those from certain batches. That's why I'm willing to push quite hard on this, both to get a replacement for a faulty part that they supplied (and they've admitted on the phone it's faulty) and to try and give others in the UK a way to claim for the same fault, not just let Apple shrug and charge £90 a pop for a new battery which could suffer the same fault.

 

[DoNoHarm]

it could go either way

Cases like this are precisely why I buy the 3 year extended warranty. I'm perfectly capable of replacing stuff myself, but the piece of mind you can buy is worth the money.

In regards to your case, it could be looked at either way. From Apple's perspective, there is no way for them to know what you did to your machine. For example, perhaps you left this computer in your car on a sunny day after using it and this caused some component in the battery to react badly due to being left outside the normal operating temperatures. I'm not saying you did something to your machine, but from Apple's perspective this is a possibility.

On the other hand, from your perspective, this could be the result of something that was wrong with the battery from the point of manufacture that is manifesting itself 18 months after assembly.

While you have had bad experiences with Apple, I must say that so far I have had great experiences with not just Apples customer care but their products as well. My advice to you would be to call their customer care center for a second or third time and present your case to the operator as you have on this thread. I suspect you've gone through the iterations so many times that you'll be able to present a compelling case to the Apple people and Apple will come through with the legendary customer service. I'd use gallons of sunshine with a brief mention of your talking about the problem on macrumors inserted in there somewhere. Good luck, my friend!

PS: Let us know what the outcome is!

 

[tmac13]

oh well

Apple is quite clear that they would replace those s/n of the batteries that were affected. Which if yours is not then they won't whats so hard to understand. Do your research thats what I did when mine did the same thing. i asked them if they would have replaced it if it wasn't one of the affected s/n batteries and they said no because it shouldn't happen like that. Also thats why the offere warrenties so that you can be covered if something happens like this.

Don't complain about making a genius bar appointment its like a docotors office. You make the appointment for the earliest time possible. why is that hard to understand?

You're lucky they are offereing you a discount on the battery.