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Whaa! Genius lying?

7

72930

Retired
Original poster
May 16, 2006
9,060
4
After yet another time of having to send my macbook in for repair (2xRandom shutdown, 1xBlack screen, 2xNot sleeping when MB is closed) I asked the genious, politely, how many times more I would have to send my CD 2.0Ghz 1GB RAM Macbook in before I could get it replaced, as it is rediculous how bad this has been.

I know I shoulda waited for revision two, but I didn't...

Anyway, the genious said this "we don't replace macbooks for people just because they've been unlucky"

WTF...I know it is up to the genious, but come on, I have heard multiple times of people getting replacement models, sometimes even the newer version.

BTW this was at the Apple Store Regent street
 
Counterfit said:
You shouldn't have asked.
Click to expand...

Agreed, asking for a replacement doesn't help. It seems as though it hurts your chances of getting a replacement when you ask for one. Being polite and consistent does help.

The other night, I walked into an Apple store with a MB with a leaky batery and walked out with a new one. I never suggested a new laptop, but I was polite and consistent with the genius. I simply explained that I was unhappy with the leaking battery. They asked me if I had any data that I needed on the MB. I said, no, everything that I need is backed up. They said, OK, let's get you a new one.
 
Yeah, asking won't help. But if they can't fix it, they will replace it - how many times have you taken it back?
 
I have returned it four times previously, politely without asking. My session had ended and I quickly asked at the end.
 
psychofreak said:
I have returned it four times previously, politely without asking. My session had ended and I quickly asked at the end.
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I would have said you were right for asking, if people get replacements on the 3rd strike I think that you are more than deserving of a replacement, you were right to ask and challenge it with the genius IMO.
 
Yeah four times is a bit harsh - all for the same reason(s)?
If you have problems again i would Call applecare and complain that you have taken it to the same store 5 times and still have a problem - maybe they'll do a better job than the genius.
 
For the record, Geniuses' level of knowledge of either technical matters or Apple policy is extremely variable. Most are pretty good, some are very good, other not so much.

You need to go over as many people's heads as possible - it's going to be a pain and I'm not defending Apple here but you need to get on the phone and wear out a few Apple phone techs; demand (politely but firmly) to speak to managers and give an accurate account of your problems. persistance is the key - tell them you want your machine to be replaced, it is not reliable and repairs have been unsuccessful. Many people here have had success with getting new machines (and this seems to be most common among iBook/MacBook owners).

The trick is to be polite and very persistent. You deserve a new laptop as a replacement and should make that clear. Good luck!
 
You were RIGHT to have asked. You're a paying customer. You have a right under UK consumer law to expect a product that is 'fit for it's intended purpose'. You don't say how long you've had the MacBook, but if you've had to return it 5 times in a short space of time, and have not been able to use it fully, then it is clearly not fit for it's intended purpose.
As for the comment "we don't replace macbooks for people just because they've been unlucky" - luck has nothing to do with it Mr Apple Genius mate, you bought a MacBook, not a lottery ticket. I'd ring up Apple and explain the position. I'm sure that if you are calm and polite you will make better progress. And I'm also sure that the so-called 'Genius' you spoke to wasn't truly representative of the majority of the Regent St staff.
 
stevep said:
As for the comment "we don't replace macbooks for people just because they've been unlucky" - luck has nothing to do with it Mr Apple Genius mate, you bought a MacBook, not a lottery ticket.
Click to expand...

Right. You shouldn't have to just hope that Apple will replace a defective product they've been unable to fix - they have an obligation to replace it.
 
When should I call apple? Should I wait for the macbook to be returned or not? Not that I'm not happy with my MB (when its working...) but I am hopeful that I may have a chance of a C2D, I've even heard of iBook users getting upgraded to C2Ds!

As a student who uses a computer in school, a few days is not good without a laptop, nevermind a few weeks in only a few short months!

Does anyone here work at an apple store, possibly even the Rgt Street one?
 
If you call Applecare while your computer is in the hands of the apple store, i doubt you'll get much more than an assurance that it will be fixed. I'd wait 'til it comes back and (hopefully not) if there are still problems then call apple and politely work your way up to a manager.
Would they give a C2D to replace a CD?
Good luck!
 
A friend of mine had problems with his Rev A CoreDuo Macbook pro. He sent it twice for repairs and each time it came back with another problem. He asked me what to do. I told him to call Apple and tell them that it is simply not acceptable to send his brand new laptop for repairs for a third time, and he must demand a brand new machine. They sent him later a brand new C2D :cool:
 
If there is a known problem with the particular line of macs i think they are more apt to replace it. That macbook pro, other than loud fan noise, has no major problems as far as i know. I had a first gen iMac and there was wide spread power supply problems and had to bring it in a few times and finally they just simply swaped it out for a new one. That dang thing was pretty heavy carrying it thru the mall and whatnot.
 
just ask for the manager at the store.

i had a macbook with a faulty fan and the genius was very nice but said she couldn't authorize a replacement. i was moving in 2 days and i didn't want to have to worry with sending my laptop off on top of that. i asked her politely if we could discuss it with the manager, and the manager went and got a machine immediately, switched out the harddrives, and sent me on my way. unfortunately, the machine started random shutdowns the next day. i went back to apple, and they didn't even turn on the machine to check the problem. they took my word for it, and gave me another replacement.
 
UPDATE: 15 days later, my macbook is still not fixed...

I spoke to two people, and asked in a serious, but polite way for a replacement or something of that kind.

I know that this is a 5 minute repair as I had the same problem before and (as they weren't so busy) it was fixed on the spot.

They say that they are waiting for a part...I know this is not true because the problem is that the magnet has moved out of place...
 
Abstract said:
Did you ask for the manager yet, or are you here to (sort of) vent?
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Both...for the first one I was told that I should wait for my product to be repaired before asking for a replacement as the repair is scheduled.

For the second one, I am really angry...
 
i had the same attitude from a genius at my local apple store... i got his name and the store number and i called apple care and asked to be directed to a product specialist
 
Well...

psychofreak said:
When should I call apple? Should I wait for the macbook to be returned or not? Not that I'm not happy with my MB (when its working...) but I am hopeful that I may have a chance of a C2D, I've even heard of iBook users getting upgraded to C2Ds!


Does anyone here work at an apple store, possibly even the Rgt Street one?
Click to expand...

Granted, I do think you deserve a new machine, but hoping for an improved model is a little much, don't you think?
 
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