Venting Macbook Cracking Frustration >:|

Discussion in 'MacBook' started by bwb, Nov 10, 2008.

  1. bwb macrumors member

    Joined:
    May 25, 2004
    #1
    Like many other uses, my MB has developed cracks along the right palm rest from the screen standoffs. I also found a hairline crack along the fan vent on the bottom, among other issues (some keyboard keys miss, mechanical problem, and headphone jack does not retain headphone). I've had it since February, palm rest cracks appeared around May, but didn't get a chance to take it into a store until now.

    They agreed to replace the cracked palmrest area (which also replaces the keyboard, fixing the keyboard issues). The specialist at the genius bar said that the bottom case cracks (near the vents) are considered 'accidental' and would cost $420 to repair. I've never dropped it, always stored in a padded sleeve or bag purchased from the Apple store (timbuk2 commute and incase sleeve). I think it's a design flaw -- thin brittle plastic + cyclical loading = cracking. The specialist agreed it likely wasn't from setting down too hard, but claimed that the repair center would not repair it free-of-charge under any circumstances.

    This is after a few years of staying away from Apple products because of an ibook i had to send for repair a few times (first the wireless was DOA, not just the card but antenna was broken, logic board failure, white spots on screen). I switched back to Apple products a year ago - imac, iphone (original and 3g), ipod 80GB. But I'm still very disappointed by the durability of the MB's... in between I owned a cheap Dell, the screen went bad after a couple years but never had any case durability issues... just need to vent my frustration. Now I need to decide if I should just sell the MB and get an aluminum MB, or keep it. I really don't want to have to pay $300 to extend Applecare just to fix the palm rest issues every time it starts to crack.
     
  2. mosx macrumors 65816

    Joined:
    Mar 3, 2007
    #2
    Fire off an email to sjobs@apple.com.

    That's always gotten results for me and many other people.

    Just be polite and be sure to mention you've been a loyal Apple customer, etc. Whoever calls you back should take care of things
     
  3. jav6454 macrumors P6

    jav6454

    Joined:
    Nov 14, 2007
    Location:
    1 Geostationary Tower Plaza
    #3
    Do not send an e-mail to that address unless its something important. Just call Apple Care, hey can easily handle your problem.
     
  4. mosx macrumors 65816

    Joined:
    Mar 3, 2007
    #4
    Don't tell the OP what he or she can or cannot do.

    Everyone knows that sjobs@apple.com is the gateway to executive customer relations and not his "real" email address.

    After how the OP was treated at the Genius Bar he or she is free to email sjobs@apple.com and get some real results. Apple needs to be held accountable for the build quality of the plastic MacBooks.
     
  5. jav6454 macrumors P6

    jav6454

    Joined:
    Nov 14, 2007
    Location:
    1 Geostationary Tower Plaza
    #5
    Trollbait, please recall that Specialist does not equal Apple Care. Apple Care is more than likely to help out than screw you. A specialist has bosses he must handle and bosses have other bosses which see that money isn't wasted. Apple care on the other hand lives to serve and will help.

    Edit - BTW, I am not telling OP what to do, just advisidng him. Two diferent things...
     
  6. mosx macrumors 65816

    Joined:
    Mar 3, 2007
    #6
    Thats funny because the people who contacted me after I wrote to sjobs@apple.com did more to resolve my situation than anyone else at Apple.

    sjobs@apple.com IS the gateway to executive customer relations. They will help you better and faster than anyone else at Apple and the OP will likely end up with a replacement system rather than a repair with the same type of plastics that will fail again.

    So what's better?

    Oh and if you think it won't get results, why not search this very forum? You'll find hundreds of people here who have had bad experiences, like the OP's experience at the Genius Bar, turned around and ended up on top after contacting sjobs@apple.com
     
  7. bwb thread starter macrumors member

    Joined:
    May 25, 2004
    #7
    I just emailed sjobs so that's settled. ;)

    I would normally exhaust normal channels (Applecare) first, but I find it dishonest of them to continue selling Macbooks when palm rest cracking still seems to be an issue. They could redesign the screen standoffs or use a less brittle material, but it seems they haven't done anything effective to address the issue. Since they'll usually only replace it under warranty, you are essentially forced to pay for extended applecare because of reoccurring failure. I'm sure the unibody Macbooks are much more durable, but I feel I'm stuck with a fundamentally flawed design. Maybe this wouldn't be an issue if I left it at my desk and never closed the lid, but I bought it as a laptop for business travel and I need to use it as such. (And before anyone says that I should have purchased a MBP, the MB is not a "pro" machine: a. Macbooks are marketed as durable school laptops, b. I needed something small, 13", and with lots of internal storage, MBA would not have worked)
     
  8. mosx macrumors 65816

    Joined:
    Mar 3, 2007
    #8
    Good for you emailing sjobs@apple.com ;)

    You deserve the best treatment considering the price you pay.

    And trust me, the MacBook will still crack along the back vent even if you do leave it on the desk. Happened to me!
     
  9. Vulcan macrumors 65816

    Vulcan

    Joined:
    Jul 17, 2008
    Location:
    Pittsburgh, PA
    #9
    It has been replaced for several people, chances are if you send an email or call AppleCare you will get a repair.
     
  10. eshroom macrumors 6502

    Joined:
    Oct 18, 2006
    #10
    For what my two pence is worth, I got exactly the same cracks, as did most people I know who have owned a macbook... G1! It is a design flaw on the G1 Macbook, so make sure they fix it... free!
     
  11. M. F. Ruckus macrumors newbie

    Joined:
    Nov 17, 2008
    #11
    I bought my Macbook in May of this year and this will be the 2nd time I have had to get it fix due to a stress crack on the palm rest. Today when I went into the store and told them that this was the 2nd time they tried blaming on how I was picking it up, that I wasn't picking it up by placing both hands under the bottom of the laptop to pick it up. I have never heard that there is a "special" way you have to pick it up. I'm sorry but I have spent way less on a laptop before and never had any problems like this. He also told me that this will be the last time that they repair it under warranty.

    I went and filled a complaint with Apple and also found this website to Contact an attorney regarding Macbook Cracks.

    Macbook Crack Lawsuit

    Looking at the lawsuit currently with the Iphone 3G's, (Iphone 3G Crack Lawsuit) maybe this might help us out.
     
  12. M. F. Ruckus macrumors newbie

    Joined:
    Nov 17, 2008
  13. Primejimbo macrumors 68040

    Joined:
    Aug 10, 2008
    Location:
    Around
    #13
    I read that Apple will fix the cracks, so why sue? Lets tie up out courts with more crap. I saw a billboard the other day whocanisue.com this is bull, what is this world come too?
    When I got my whitebook and a few months after I got I talked to an Apple person for the heck of it about it and he even said they would replace it w/o a problem.
    Now I deal with customer issues at work and I have learned a lot and I AM NOT saying everyone is like this, but from what I see dealing w/ customers and issues there are 3 sides to every story: Persons A complaint, Persons B complaint and the truth.
    My brother had an issue w/ my company and he said he called and he was nice and they rep was rude. Little did he know I can listen to the recordings. I heard his conservation w/ the rep and my brother was the rude one, he was yelling and demanding stuff. I was so embarrassed.
     
  14. M. F. Ruckus macrumors newbie

    Joined:
    Nov 17, 2008
    #14
    I wouldn't have a problem but the guy told me this would be the last time they will replace it free.
     

Share This Page