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melman101 · May 21, 2003, 07:32 AM

I am sorry if I am ranting, but I am quite pissed. My G4 12" has been in AppleCare for 3 weeks now. First time, took two weeks, now it's been a week so far for the second run through. I sent it in for a bad latch, and yay! they fixed the latch, but also scratched the screen. I call Apple, and they are really mean to me. Apple: "We can't do anything. 3 - 5 days." Me: "But what happens if it takes 2 weeks again." Apple: "Oh, thats not normal, it will be here by tuesday". Then they put my machine on hold again, cause they can't decide if my serial has a O or a 0 in it. I just spent $2000+ on this machine. I can't believe this. If I didn't utterly hate PC's i would demand my money back. I had at least 10 people lined up to buy Apple's, but now after this incident, people are avoiding it like the plague. Sorry Apple, your fault, not mine. I had the switchers, you switched them back.

Mel

wallinbl · May 21, 2003, 07:45 AM

If you live in NYC, there should be an Apple Store there. I have generally had my repairs done there. You can actually convince them to order the parts before you give them your laptop. Then, they will call you when the parts come in. You bring in your laptop, and you can have it back in a day or so.

I have noticed that this doesn't seem to be their regular mode of business. It usually takes a bit of work to convince the manager to do it. As far as I am concerned, this is how it should be done. Minimum time without computer.

The Placid Casual · May 21, 2003, 08:21 AM

Here in the UK, I had a dual USB iBook which had a badly fitting battery... it was perfect in every other way.

They took the iBook for 3 weeks and with alll credit, sent it back with the battery fixed.

Except it looked like it had been dragged around the parking lot and used as a coffee table for 3 weeks...

I went totally medieval on them, and they took it back to be fixed again.

Only problom is that in Europe all portables have to be sent to Holland for any kind of repair!!

8 Weeks, about 76 phone calls, and a few judicious emails later they finally sent it back. Complete with everything replaced and a �100 voucher for the Applestore...

Happy ending, but I was livid about the service...

iWrite · May 21, 2003, 08:49 AM

Actually, the Apple Stores are NOT authorized to work on the portable systems. If you bring it in there they will take the ubiquitous brown box and ship it off via Airborne to the Houston repair depot same as if Apple had sent you the box yourself.

Mel, you should call Apple Customer Relations and ask for a case worker to be assigned to overseeing your case. They'll do it and you'll get it back sooner than you would otherwise.

What happens, it seems, that Apple sometimes decides to send certain systems up to Apple engineering in what is called a "capture" and Apple engineering examines it very carefully to see if 1) The customer has damaged it or 2) Why the latch quit working.

Or, it could be that they simply didn't have the part(s) in which case they should let you know.

This reminds me of that thread of the guy that sent HIS system in for repair no less than four times and it still came back not only not repaired but damaged.

Pretty poor.

iWrite · May 21, 2003, 08:53 AM

Here it is:

http://forums.macnn.com/showthread.p...hreadid=152853

Like I said, pretty poor.

melman101 · May 22, 2003, 09:05 AM

3 WEEKS STILL BROKEN. JUST GOT IT BACK TODAY! AND IT STILL HAS THE SCRATCHES!

melman101 · May 22, 2003, 10:35 AM

Apple says I have to ship it back again. Yay! Lets go another 5 weeks without my $2,000 computer. Great!

iWrite · May 22, 2003, 10:40 AM

Mel: Bring it into an Apple Store and nicely make a scene in front of other would-be customers.

Seriously, this is BS.

Do that and let us know how it goes?

Sorry, guy.

wallinbl · May 22, 2003, 10:59 AM

Originally posted by iWrite:
Actually, the Apple Stores are NOT authorized to work on the portable systems. If you bring it in there they will take the ubiquitous brown box and ship it off via Airborne to the Houston repair depot same as if Apple had sent you the box yourself.

You just didn't complain enough. For the price of the computer and the price of AppleCare, the service sucks. It just plain sucks. You have to just repeatedly demand better service. Make these demands in person at your Apple Store (if you have one). They will take care of you if you make enough of a stink.

melman101 · May 22, 2003, 02:31 PM

I'm afraid nothing will get done at the Apple Store though, and I have class from 6:00pm - 9:20pm. It's an hour trip, and i dont want to make it, if i dont know definitely that they will exchange my powerbook.

Apple tells me I have to ship it out Airborne, and that I can just use the same box, and they'll send me a label. Yeah right, Airborne has no idea what I'm talking about. In trying to contact my specialist, it's been approximately 6 hours since I last spoke to him, and have not received a call back yet. Thank you Apple.

iWrite · May 22, 2003, 02:34 PM

What a crock of sh*t.

Hey, Wallinbl:

You're up in Palm Harbor up by Daytona?

I'm down south Miami-way.

macdevil · May 22, 2003, 04:10 PM

Great... I will be sending in my 15.2 on Tuesday. Logic Board is having issues. By the time I get it back the 15.4 will probably be available.

urrl5201 · May 22, 2003, 04:44 PM

This is why I do not believe the reports that their service is faultless. No one should have to send their 15" 667 DVI in 5 consecutive times before someone finally gets the message that I will never give up costing them money to repair it, especially if they continue damaging it before sending it back. Sorry to say it but, gulp, it's things like these that make the Centrino look better to me... There, my brethen, I hath uttered the ultimate blasphemy. Which of you will cast the first cyber stone?

RMXO · May 22, 2003, 05:54 PM

Originally posted by wallinbl:
You just didn't complain enough. For the price of the computer and the price of AppleCare, the service sucks. It just plain sucks. You have to just repeatedly demand better service. Make these demands in person at your Apple Store (if you have one). They will take care of you if you make enough of a stink.

thing is that we shouldnt have to do this to get our exspensive laptop fixed.

when did you buy your laptop & did you use a credit card? i heard some ppl had their laptop replaced by their CC company. you might want to try that route if you are still within 30-90 days warranty period from your CC company.

elysian · May 22, 2003, 09:33 PM

Originally posted by macdevil:
Great... I will be sending in my 15.2 on Tuesday. Logic Board is having issues. By the time I get it back the 15.4 will probably be available.

Good luck. I had my logic board replaced and it took them over 2 weeks to get it back to me.

BigDaddy · May 22, 2003, 10:54 PM

And people still say at home service from Dell is not worth it.

vmarks · May 22, 2003, 11:17 PM

when it's been away this long, they've proven that, in your case, they can't seem to fix it in a reasonable amount of time.

Ask them to replace it, or to let you speak with someone who can make that decision.

RMXO · May 23, 2003, 12:33 AM

Originally posted by BigDaddy:
And people still say at home service from Dell is not worth it.

I know this is off topic but i have to admit Dell Corporate Service was great. they were at my company the next day & never told us we are the blame & never had anything thing else comeback broken when we had to send things back.

not sure how they are now.................

melman101 · May 23, 2003, 07:46 AM

Well it's Friday, and if Jim from Apple doesn't return my call, the Apple Store will be getting a huge piece of my mind tomorrow. I am generally a very nice guy, and it's really hard for me to be mean. But what can I do?! If I make a scene and tell people not to buy any products, they might change it to shut me up like someone suggested. What other route are they giving me!

Sincerely,
Mel

wallinbl · May 23, 2003, 07:51 AM

Originally posted by RMXO:
thing is that we shouldnt have to do this to get our exspensive laptop fixed.

I don't think you should have to. It really bothers me that I had to do that in order to get my laptop fixed.

Dell would have been at my house the next day with replacement parts in hand. I'm not saying this to start a flame war. I'm saying it so that perhaps my fellow Apple users will start to demand this service (at least in areas where there is an Apple Store or Reseller). I'd love it if Apple decided to make it included in AppleCare.

melman101 · May 23, 2003, 09:59 PM

Jim called, but not my work number. Seems he purposefully avoided my callbacks. Cause i gave him my number 4 times. It never got sent out. I have it in the box. Ready to go ship to apple. Apple Store that is, with me livid with it :-D

Im gonna try my best at the store tomorrow

Mel

melman101 · May 24, 2003, 06:43 PM

Went to Apple Store. Was real pissed off, but still dont have a new computer. Doesnt that suck! They promised me if it comes back broke one more time, then they will either replace it with a brand new one, or give me my money back. Should have went to the Apple Store in the first place. But they won't ship it out till Tuesday.

Sincerely,
Mel