[Aluminum]

First of all, just like Sakino I received a unit with white spots in different locations on my screen but mine also came with a dent at the back left! So if anyone should be complaining around here its myself. I promptly called Apple that day and talked to a few representatives and after doing some extensive talking I was given two options 1) send the powerbook in and the case and lcd screen would be replaced or 2) have them build me a new one, but I would have to send mine in before they would do that. Somehow someway I managed to be able to keep the current albook and they are sending out a return box for myself while they are building myself a brand new 15" albook as we speak. Yes I was a little upset that I have to go through all these hoops to deal with getting a new machine, but Apple came through and let me keep this machine for now until I get the new one. Yes they will charge my card again for another unit, but then refund this unit when I return it. I wish Apple got it right the first time around but they are taking care of it in an appropriate manner, and letting me keep this machine was very nice for the time being. I dont know if I could have handled not having a computer for another 2 weeks. As long as I send this one back within the month I should not have any problems with the return. Needless to say I cannot wait till this is all taken care of and I dont have to worry about return numbers, web order status numbers, yada yada yada. Sakino, yelling at them will get you nowhere, another thing, when you call in talk to a product specialist, work your way up the ladder and talk to the top most person you can get your hands on.

[Sakino]

Originally posted by Aluminum:
First of all, just like Sakino I received a unit with white spots in different locations on my screen but mine also came with a dent at the back left! So if anyone should be complaining around here its myself. I promptly called Apple that day and talked to a few representatives and after doing some extensive talking I was given two options 1) send the powerbook in and the case and lcd screen would be replaced or 2) have them build me a new one, but I would have to send mine in before they would do that. Somehow someway I managed to be able to keep the current albook and they are sending out a return box for myself while they are building myself a brand new 15" albook as we speak. Yes I was a little upset that I have to go through all these hoops to deal with getting a new machine, but Apple came through and let me keep this machine for now until I get the new one. Yes they will charge my card again for another unit, but then refund this unit when I return it. I wish Apple got it right the first time around but they are taking care of it in an appropriate manner, and letting me keep this machine was very nice for the time being. I dont know if I could have handled not having a computer for another 2 weeks. As long as I send this one back within the month I should not have any problems with the return. Needless to say I cannot wait till this is all taken care of and I dont have to worry about return numbers, web order status numbers, yada yada yada. Sakino, yelling at them will get you nowhere, another thing, when you call in talk to a product specialist, work your way up the ladder and talk to the top most person you can get your hands on.

At no time did I yell at them on the phone. I as very respectful and polite when I talked with them. Like I said I talked to a tech, and told him my story and the problems that I have come across. He sent me to the adc department where they told me to email devprograms@apple.com to see if they could complete my request. Not once did I raise my voice or be rude to apple.

I was pissed when the tech guy didn't know what the adc hardware program was.

[Aluminum]

Oh I wasnt accusing you of yelling, but your one post seemed as if you were going to try and be pushy with them. That usually never works unless your face to face. Over the phone they can flip the middle finger at you if they want and completely ignore your request. Anyhow I hope your system gets worked out. I just want this whole hassle to be done with.

[Sakino]

Originally posted by Aluminum:
Oh I wasnt accusing you of yelling, but your one post seemed as if you were going to try and be pushy with them. That usually never works unless your face to face. Over the phone they can flip the middle finger at you if they want and completely ignore your request. Anyhow I hope your system gets worked out. I just want this whole hassle to be done with.

It was wierd the guy didn't even want to talk to me about sending it back. I brought up the topic of possibly replacing the product instead of repair. He was like just email the devprogram to solve that problem.
I would prefer talking to someone in person? Should I call adc tech support and ask to speak with a supervisor?

[pwolfe1]

ask for a "team leader." thats what the managers are usually called. I know from working at ARCH wireless in NY's corporate call center for 2 years. beware. sometimes they just forward the call to one of thier buddies; not the team leader.

[Sakino]

Originally posted by pwolfe1:
ask for a "team leader." thats what the managers are usually called. I know from working at ARCH wireless in NY's corporate call center for 2 years. beware. sometimes they just forward the call to one of thier buddies; not the team leader.

How an I tell if it is really the team leader?

[pwolfe1]

thats kind of a luck of the draw thing. you can always ask for a manager, but again, I know that whenever I had a customer ask for that, the real team leaders would always bounce it around.

That was a really bad call center though. horrible business practices. I would politely ask for a manger, get thier name, see what they can do, if they do nothing... you have thier name, and can call a corporate level of apple and let them know thier phone specialists are impersonating management. I'm sure they'd love that.

To answer you're question, there really is no way to do be 100% positive.