[finknottle]

Ì am not sure where I stand in this situation so I am wondering can anyone tell me. I have Applecare on my iBook (year and a half old) and am after having the fourth serious problem with this computer (2X Video card, 1XKeyboard problem which took 5 visits to fix, 1Xcomplete lockup - no idea what happened!!...and 1 keyboard replacement...). I rang customer services in Apple Ireland after talking to tech support. I am looking for a refurb or something instead because this iBook is so unreliable and so much has gone wrong with it.
The guy in Apple Customer Relations said that I would have to fax all the repair reports (I did not receive any report with some of the repairs...I remember because I was wondering what was wrong with it!) and all case IDs etc. Basically he said it is my responsiblity to prove the iBook has been away for repair each time and that they do not keep records of repairs. Is this really true? Is it really my responsibility to prove all the repairs have taken place? I do not have most of the paper work he wants...I thought that all that info would be kept on some kind of database beside the serial number or customer number.
What can I do here? Any suggestions are appreciated!

[timmyH]

when it comes to admitting that you have a faulty machine - apple don't want to know - trust me i've been there, taken it to the top and its like banging you're head against a brick wall. Most ibooks as far as i can tell are fine, but i know of a fair few people that have completely duff machines, that always have one thing or another wrong with them - apple can't seem to admit that on a number of their ibook models there are serious problems. Anyway, the guy at apple is talking rubbish. Presumably everytime the computer went wrong you rang tech support and they set up a dispatch for repair and picked it up from you? If so, which is the normal precedure they should have a heap of case notes on file under your case id number which outline severy fault the computer has had and when it went in for repair - there are no two ways about it. If customer service don't help then call exec. relations on 0208 218 1000 and take it up with them, after all they are the bosses.

I'd appreciate it if you didn't mention my name too or where you got this advice if you ring exec relations (put it this way we do not get on) as my computer is being repaired via insurance and i don't want any reprisals

hope that helps

[finknottle]

Thanks very much timmyh I'll try that tomorrow...I'm just going to try and talk to somebody else in customer relations first....if that doesn't work I'll call who you said. Thank you very much again