Hello fans of Applecare, Macbooks and Traveling. The following is the account I sent to Apple, at their request. I wanted to see these comments published, and I am open to your honest opinions in the matter. All the best, and to a better Mac-universe!
I did not attach the images here, but I will soon.
[Email as follows:]
Issues:
•Customer Service (Legality) of Apple liscenced store CTA SERVEIS (Consell de Cent, 392, 08009 BCN)
—Return of Macbook Pro Unit scratched
—Inconsistent customer service
—Poor treatment of customers and refusal of service request
• One probematic Macbook Pro, July 10, 2009 Delivery
—Hard Drive purrs and beeps inconsistantly
—Screen fades slightly in and out (subtle, but very present to a visual user)
—Ethernet cable functionality inconsistent
—Programs such as iPhoto and Adobe Indesign occasionally began to open very slowly (more than a minute).
—Applecare protected
_________________________
Customer Account:
On the day 11 July, 2009 I opened the box for a new Macbook Pro unit. The previous computer I owned was an iBook G4. Upon startup, the Hard Drive instantly began making beeping and "purring" sounds. I thought this might be normal on the new units, but it became more constant. The screen was also instantly defective, fading in and out slightly very slightly. I am a creative director and photo editor, and see the screen issue prominently. Also, I would find later that the cables I used to connect an ethernet line was often successful, but sometimes would not connect at all. I tested cables and signal separately, and the issue seems to be with the connector in the unit.
As soon as I became connected to a Wifi signal, I contacted Apple (approx 21 July). The Apple representative advised me to have the unit repaired in Barcelona, Spain immediately, where I am now located. On the 28 of July, I left my computer in the hands of CTA SERVEIS. I was sure to ask the staff to note on my account that the unit is in brand new condition. They refused. I insisted that the note be made, as I know of two colleagues who had their aluminum Macbooks returned to them from service with scratches, both in Spain. I was told that was not an option, but that my computer would be handled with care. The representative allowed me to note on their version of the service order: Condicion: Nuevo (New Condition), but they would not issue me this in writing. However, the representative assured me that the computer can be serviced before 5 August, 2009, before their store closes for vacations during the rest of the month of August.
After waiting 4 days for an answer from CTA SERVEIS, I decided to call for an update. The response was shocking, roughly: Sorry, we forgot to call you. We used the Hardware Test and found nothing. We do not see an issue with your screen. We do not have time to look at your computer more. We are going on vacation and can help you after 25 August. As an owner of Applecare, and a professional in need of a computer, I find this to be irresponsible behavior.
On the 3 August, I reviewed my computer at CTA SERVEIS. The bottom of the machine now has two scratches (images attached). This too is unacceptable, as the unit is brand new and has been handled with delicate care in a 99 Euro soft bag since it's arrival. This is a very expensive machine with elite qualities, but now is evident to me that CTA SERVEIS scratched the delicate aluminum exterior. I demanded a recognition from them in writing, or I would not accept the machine. They refused me again: We will not do this. I replied: I can not accept this computer as-is. The representative left and returned 10 minutes later with a small personal pen-written statement on a receipt, (in English) "The client says that he recognized the computer with some small scratches on the bottom part that before was not there." I asked him to please sign his hand-written statement. He refused: I cannot do that. I asked the technical representative to please show me their contract with my note. He refused politely: We are leaving for lunch now, the store is closed.
Greatly in need of a computer for my work, and better hands to handle my Macbook Pro, I was forced to remove the unit from the store. On my way out the door, the representative tell me: We can't be responsible for little scratches. In 30 minutes I arrived home and I instantly called Applecare in Spain and was transferred through (4) people until I finally reached the very helpful Ivan. He had great patience in listening to my story and advised me to write this letter. As I was explaining the scratches issue to Ivan, he told me that CTA SERVEIS had just recently made a note to my account: "NO SCRATCHES." I find this makes them appear utterly suspicious in this matter, but moreso I am angered by the cover-up and betrayal from an Apple-certified repair center.
To Apple, I am reporting Piracy at CTA SERVEIS. Please have this company investigated, I do not feel comfortable with them bearing the Apple brand.
I have the upmost respect for Applecare, and have had only good experiences until I purchased a Macbook Pro. My first complaint on this unit was made within the first two weeks of owning it. I feel that I should have been offered a replacement unit on the first day, as I was sold a faulty unit, instead of being sent to a care center that is not closely examined by Apple.
I am looking at the unit now, which is still making sounds and showing a visible screen defect. I absolutely cannot wait longer to continue my work with a properly operating computer. Please understand my position.
Ivan sent me a list of different service centers in Barcelona. Today at 6pm, not one store will answer my calls. Are they all on vacation, and how does this effect my Applecare contract?
Please respond at your earliest convenience.
Best Regards,
Corey
I did not attach the images here, but I will soon.
[Email as follows:]
Issues:
•Customer Service (Legality) of Apple liscenced store CTA SERVEIS (Consell de Cent, 392, 08009 BCN)
—Return of Macbook Pro Unit scratched
—Inconsistent customer service
—Poor treatment of customers and refusal of service request
• One probematic Macbook Pro, July 10, 2009 Delivery
—Hard Drive purrs and beeps inconsistantly
—Screen fades slightly in and out (subtle, but very present to a visual user)
—Ethernet cable functionality inconsistent
—Programs such as iPhoto and Adobe Indesign occasionally began to open very slowly (more than a minute).
—Applecare protected
_________________________
Customer Account:
On the day 11 July, 2009 I opened the box for a new Macbook Pro unit. The previous computer I owned was an iBook G4. Upon startup, the Hard Drive instantly began making beeping and "purring" sounds. I thought this might be normal on the new units, but it became more constant. The screen was also instantly defective, fading in and out slightly very slightly. I am a creative director and photo editor, and see the screen issue prominently. Also, I would find later that the cables I used to connect an ethernet line was often successful, but sometimes would not connect at all. I tested cables and signal separately, and the issue seems to be with the connector in the unit.
As soon as I became connected to a Wifi signal, I contacted Apple (approx 21 July). The Apple representative advised me to have the unit repaired in Barcelona, Spain immediately, where I am now located. On the 28 of July, I left my computer in the hands of CTA SERVEIS. I was sure to ask the staff to note on my account that the unit is in brand new condition. They refused. I insisted that the note be made, as I know of two colleagues who had their aluminum Macbooks returned to them from service with scratches, both in Spain. I was told that was not an option, but that my computer would be handled with care. The representative allowed me to note on their version of the service order: Condicion: Nuevo (New Condition), but they would not issue me this in writing. However, the representative assured me that the computer can be serviced before 5 August, 2009, before their store closes for vacations during the rest of the month of August.
After waiting 4 days for an answer from CTA SERVEIS, I decided to call for an update. The response was shocking, roughly: Sorry, we forgot to call you. We used the Hardware Test and found nothing. We do not see an issue with your screen. We do not have time to look at your computer more. We are going on vacation and can help you after 25 August. As an owner of Applecare, and a professional in need of a computer, I find this to be irresponsible behavior.
On the 3 August, I reviewed my computer at CTA SERVEIS. The bottom of the machine now has two scratches (images attached). This too is unacceptable, as the unit is brand new and has been handled with delicate care in a 99 Euro soft bag since it's arrival. This is a very expensive machine with elite qualities, but now is evident to me that CTA SERVEIS scratched the delicate aluminum exterior. I demanded a recognition from them in writing, or I would not accept the machine. They refused me again: We will not do this. I replied: I can not accept this computer as-is. The representative left and returned 10 minutes later with a small personal pen-written statement on a receipt, (in English) "The client says that he recognized the computer with some small scratches on the bottom part that before was not there." I asked him to please sign his hand-written statement. He refused: I cannot do that. I asked the technical representative to please show me their contract with my note. He refused politely: We are leaving for lunch now, the store is closed.
Greatly in need of a computer for my work, and better hands to handle my Macbook Pro, I was forced to remove the unit from the store. On my way out the door, the representative tell me: We can't be responsible for little scratches. In 30 minutes I arrived home and I instantly called Applecare in Spain and was transferred through (4) people until I finally reached the very helpful Ivan. He had great patience in listening to my story and advised me to write this letter. As I was explaining the scratches issue to Ivan, he told me that CTA SERVEIS had just recently made a note to my account: "NO SCRATCHES." I find this makes them appear utterly suspicious in this matter, but moreso I am angered by the cover-up and betrayal from an Apple-certified repair center.
To Apple, I am reporting Piracy at CTA SERVEIS. Please have this company investigated, I do not feel comfortable with them bearing the Apple brand.
I have the upmost respect for Applecare, and have had only good experiences until I purchased a Macbook Pro. My first complaint on this unit was made within the first two weeks of owning it. I feel that I should have been offered a replacement unit on the first day, as I was sold a faulty unit, instead of being sent to a care center that is not closely examined by Apple.
I am looking at the unit now, which is still making sounds and showing a visible screen defect. I absolutely cannot wait longer to continue my work with a properly operating computer. Please understand my position.
Ivan sent me a list of different service centers in Barcelona. Today at 6pm, not one store will answer my calls. Are they all on vacation, and how does this effect my Applecare contract?
Please respond at your earliest convenience.
Best Regards,
Corey
