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EdipisReks · Nov 28, 2003, 06:20 PM

I had apple repair my 1 ghz tibook due to a lose hinge and a broken palm rest. when i got it back these were fixed. however, the bottom panel is now so bent that it won't fit on properly and there is a deep, 2 inch scratch on the bottom trim of the screen. also, when i move the screen to open or close it, there is a rattle like there are lose pieces in the screen casing. i called the apple store, and they suggested that i set up a new repair. considering that this will be the third time i've sent it in, and that i need the machine, i'm pretty angry. i know that some people have gotten replacements out of apple, and to me having them damage the machine on a repair would qualify for replacement. has this happened to anyone else here?

anaphora68 · Nov 28, 2003, 09:18 PM

I've never had that happen to me, but I can suggest a few things. First off, document it. Take photos of the damage.

Second, get on the phone with apple and keep asking (politely) that you speak to a supervisor until you can't get any higher. When they tell you to send it back in say you would rather not, that it has been x times since you've started sending it in and that you feel your situation merits a new machine.

Hope this helps. Keep us posted.

EdipisReks · Nov 29, 2003, 12:04 AM

documenting the damage is a good idea. i'll borrow my room mates digital camera as soon as possible. i'll post back here as soon as i know anything from apple. thanks!

Chemmy · Nov 30, 2003, 02:40 AM

Perhaps it was dropped during shipping?

cSurfr · Nov 30, 2003, 03:49 AM

Originally posted by EdipisReks:
documenting the damage is a good idea. i'll borrow my room mates digital camera as soon as possible. i'll post back here as soon as i know anything from apple. thanks!

Can you post those pics? I'm curious to see what apple did to your machine.

cs

EdipisReks · Nov 30, 2003, 10:52 PM

i'll see if i can find a place to host them.

urrl78 · Dec 1, 2003, 06:18 AM

According to my experience you have about 2 more times to go before they get it right. I sent my Ti in for cosmetic damage and got it back with additional USB port damage, hinge mis-alignment, deep scratch on lid cover during the 5 times I sent mine in. When they finally did do it right I sold it and got my 17". Sad that Apple has learned little about quality control in a full year's time.

Podolsky · Dec 1, 2003, 08:17 AM

Me too. On several occasions over the years Apple has fixed one thing only to break or damage something else. The worst example was when my TiBook came back with a tiny piece of resin embedded in the screen! I plunked it out and it left a tiny but still noticeable dent. it was way in the corner of the screen and I was so glad to have my PB back I let it slide. Advice - check your repaired computer very carefully when it comes back. I think they must outsource these repairs as there is no way real Apple employees would be able to get away with this.

-Q- · Dec 1, 2003, 08:21 AM

That doesn't sound encouraging. I have to send my Ti in for repair (the corner above the optical drive came loose and now CDs are a pain to get in and out). I guess I'll be taking some pictures of the condition before I send it off. Let us know what the say when you present your claim!

forcelite · Dec 1, 2003, 10:09 AM

I know Apple is planning to start in house laptop repairs like they currently do desktops. (in most apple stores)

That should be a huge advantage advantage cause you can get in contact with the people that actually worked on YOUR machine, and not people that have no clue who or when it was done.

I know this to be true, Apple doesnt have an exact date though.

As far as the current situation with outsourcing I don't know. My guess would be that they don't outsource unless the are very bogged down like after the holidays or during the "white spot" epidemic.

Almost all repairs that are sent in are owned by the company that uses them, not including the at-home services like the one Dell offers, those guys are almost all outsourced.

goMac · Dec 1, 2003, 10:51 AM

I got a replacement out of Apple for my Ti. Just beware through it will be three weeks until you get a new Powerbook (at least thats what it was for me).

EdipisReks · Dec 1, 2003, 11:29 AM

Originally posted by goMac:
I got a replacement out of Apple for my Ti. Just beware through it will be three weeks until you get a new Powerbook (at least thats what it was for me).

what did you have to do to get the replacement? i'm going to call them tomorrow, and it would really help if i knew more or less what i was going up against. thanks!

Altair · Dec 2, 2003, 04:53 PM

I sent in my 12" powerbook to fix a few minor things like the broken delete key and other various 12" problems and got it back with a battery that doesn't work. I have to find the time to actually call them again so that I can get them to send me a new battery. Hopefully they won't make me send my laptop in just for that.

EdipisReks · Dec 2, 2003, 07:36 PM

i called Apple today, and they are overnighting me a box to send the book in and they are going to try to get it back as quickly as possible. Altair, if you have an Apple Store nearby, i'm sure they will give you a battery replacement.

Altair · Dec 3, 2003, 08:15 AM

EdipisReks, I've been by the apple store a couple of times and they didn't have any batteries for it (mine is a first generation). However, I called apple care and got somebody that actually knew what she was doing and sent me a battery after only 10 minutes for the whole call.

EdipisReks · Dec 3, 2003, 05:31 PM

that's fantastic, Altair. when applecare works, it works really well. unfortunately, when it doesn't work, it sucks. i'm kinda surprised that they changed the battery between the rev a 12" and the rev b 12", though.

rcitrin · Dec 15, 2003, 09:45 AM

I saw you post in another thread with a pic of your powerbook setup....what is that aluminum briefcase that you have...I would love to get one.

Thanks!!!

Robin.

EdipisReks · Dec 15, 2003, 05:36 PM

Originally posted by rcitrin:
I saw you post in another thread with a pic of your powerbook setup....what is that aluminum briefcase that you have...I would love to get one.

Thanks!!!

Robin.

its just an el cheapo aluminum case by vanguard that i picked up at my local microcenter for $30 on sale from $60. it has worked extremely well, and looks great. the only problem is that the strap is kinda crappy and they use a proprietary mechanism for attaching it. other than that, its been a great case. i've had lots of compliments about how it looks, especially from salepeople at apple stores (i have a vintage rainbow apple sticker on it, and it gets attention). after seeing the case my dad got one, as did a friend of mine, so i'm clearly not the only person impressed with the quality. if you have a microcenter nearby, i would check there. i have seen them on sale several times.

now, back to the topic this thread is about. i got my powerbook back on friday, and apple had replaced the entire casing! the machine looks brand new. strangely, however, it appears that they rotated the screen. i have one stuck pixel that used to be in the lower right. the pixel is in the exact same place if you rotate the screen 180* and is now in the upper left. not particularly irritating, just odd.