Wife is having problems with her MBA

Discussion in 'MacBook Air' started by GRN99EX, Apr 18, 2008.

  1. GRN99EX macrumors member

    Joined:
    Mar 10, 2008
    Location:
    South Jersey
    #1
    My wife bought a week 12 MBA last week, and is having heat and battery problems. Last night, the entire left palmrest was so hot, you could not rest your wrist on in. She is also having problems with battery life. After fully charging her Air, the battery meter tells her that she has 2 hours remaining. This is with Energy Saver set to Better Energy Savings, and the screen brightness turned down nearly all the way. All she does with it is email and web browsing.

    After reading some of the posts here, I told her to make an appointment at the apple store, and go get a new one. Are they going to give her a hard time about it, or will they just swap it because she is inside the 14 days?

    She needs one that is operating correctly, for a trip to the Netherlands on Monday.

    Thanks!

    -Sean
     
  2. (((k))) macrumors newbie

    Joined:
    Nov 4, 2007
    #2
    Yeah sounds like a new one is in order. Apple will be more apt to exchange within the 14 day return policy window. I doubt they will give her a hard time. Tell us what happens though.
     
  3. NC MacGuy macrumors 603

    NC MacGuy

    Joined:
    Feb 9, 2005
    Location:
    The good side of the grass.
    #3
    The only thing under the left palmrest besides battery is the wireless board. It shouldn't get that hot... Hopefully you get it rectified quickly.
     
  4. GRN99EX thread starter macrumors member

    Joined:
    Mar 10, 2008
    Location:
    South Jersey
    #4
    Here is the update:

    So the wife took her MBA to the new Apple Store that just opened in Cherry Hill. The "Genius" (and I use the term loosely) told her that the reason she was only getting 2 hours of battery life was that she had her desktop wallpaper set to randomly change. He disabled that, and she got back about 45 minutes of battery. Still nowhere near 5 hours. He then said that the difference must be something she had installed. She had the thing for 5 days, and had not installed anything additional on the machine.

    On to the heat issues... Once he changed her desktop setting, she asked him what could cause all of the excess heat issues she is having. His response was "the wallpaper randomizer was probably over working the CPU, and causing a chemical reaction with the battery, which was the reason for the too hot to touch casing." He told her that he could take it apart and look at the internals, but that they would probably have to send it away, which would mean she would be without a laptop for 2-4 weeks. My wife told him that she couldn't do that, because she needed the machine for her trip to Amsterdam on Monday. His advice was "well, if the heat problems continue, bring it back in when you get back from Amsterdam". THAT would have put her outside the 14 day return/exchange policy.

    My wife, not being an IT saavy person, took him at his word, left with her defective Air, and called me to tell me what the Genius said. Thank GOD she had not left the mall parking lot yet, because I told her to sit tight, and I would call her back. I then called the store, and politely asked to speak to the store manager. I explained the situation, and the fact that in the last 6 weeks, we have purchased a 15" MBP, a white MB, and the MBA. I asked her when Apple changed the 14 day return/exchange policy from "no questions asked" to "we have to ship it out, or you have to wait until you are out of the 14 day window?". I got a very sincere apology from the manager, who asked my wife to point out who had helped her, and I got a promise that it would never happen again. They gave her a new Air, and copied all of her data. The next guy at the genius bar went the extra mile, and charged the battery completely, so he could show her that even at the highest screen brightness, with Energy Saver set to "normal", she had a 4.5 hour battery life.

    I know that there are always defects with computer components. I have seen it with almost every type of machine out there. I really appreciated the manager's willingness to fix the problem ASAP, and make sure that it doesn't happen again. The wife is happy (which means everyone is happy), and she can travel abroad knowing that she won't have to make her fried eggs on the cover of her Air.

    -Sean
     
  5. NC MacGuy macrumors 603

    NC MacGuy

    Joined:
    Feb 9, 2005
    Location:
    The good side of the grass.
    #5
    Good for you!!

    I think it a shame that you had to demand a replacement for an obviously bad unit.

    Hope the new machine works well:D

    Not to dis but I wouldn't have expected anything more from a NJ store....:p
    NJ isn't exactly the land of customer service for anything, including Apple.
     
  6. n0de macrumors 6502

    Joined:
    Feb 3, 2005
    #6
    Stay away from the King of Prussia store too.

    It must be proximity to NYC. Just close enough to feel the coolness of the Geniuses at the NYC stores, but just far away enough to not be it ;)

    The Suburban Square location (Mainline Philly) does make par though.
     
  7. GRN99EX thread starter macrumors member

    Joined:
    Mar 10, 2008
    Location:
    South Jersey
    #7
    The other store in the area is in Marlton. That store has been there for a while, and I have never had any problems there. I guess I assumed that a few of the Geniuses from that store would end up over at Cherry Hill Mall. Guess I was wrong.
     
  8. HotAir macrumors member

    Joined:
    Apr 5, 2008
    Location:
    Hollywood CA USA
    #8
    I've found it all comes down to *WHO* you are either lucky or unlucky to have help you when your number comes up. Too many people are passive today and accept whoever is tossed their way. Need to be PICKY with this and go to the "higher-ups" if you don't agree with what you are told. As they say. usually within a company, "The higher you go, the friendlier and more accommodating the people." Use this to your advantage everybody, it works! I never accept *No* from an underling. ;)
     

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