[MikeD]

Okay, so I took my old 12" in to get fixed at an Apple Store for my latch that one day, just stayed at the bottom half of the computer. he said that there's a chance that Apple may call me and refuse to fix it due to 'abuse'. This computer was babied it's whole LIFE! How could it be 'abuse' or 'cosmetic' or whatever they want to call it? I spent good money on apple care! I was a bit concerned and asked what 'usually' happens in this case as I have read a lot of people having these problems. He said that I should most likely be taken care of. But that whole 'abuse' thing just really bothered me and stuck in my head. What do you guys think?

Mike

[amazing]

The main thing in talking to Applecare is to stay calm and polite, and be very reasonable. The last thing you want to do is have someone enter a negative comment in the database.

Just politely and reasonably keep talking about how you've always taken exceptional care of the laptop. If the latch repair is denied, then politely ask to speak to a supervisor and repeat your reasonable and polite story. If that doesn't work, hang up and call back a few days later, and perhaps you'll get a more reasonable rep.

[KidKit]

If they do come back to you saying "abuse or wear and tear", all they are saying is its possibly that. Unless they can prove it (or you did break it), simply tell AppleCare politely and firmly that they made the wrong call and have them escalate your case to the next level up to have it resolved. Usually when they see that you are honestly not jerking around, and have remained polite and firm, they will be much more prompt and willing to fix things.

It seems like AppleCare always throws up a "possible abuse or wear and tear" line at just about any problem. Maybe they are trying to be sure its their hardware's fault and not some joker who's trying to rip them off before the applecare expires. But what I don't think they realise is that its upsettng (and sometimes insulting) for an honest enduser to have that accusation suggested.

Good luck!

[MikeD]

Thanks, I'll keep everyone posted. Let's hope the apple store handles this well. Aparently, by leaving my PB at the Apple store, they'll handle shipping it out and getting it back. Let's hope I don't get a call!

Mike

[amazing]

Originally posted by MikeD:
Thanks, I'll keep everyone posted. Let's hope the apple store handles this well. Aparently, by leaving my PB at the Apple store, they'll handle shipping it out and getting it back. Let's hope I don't get a call!

Mike

Hey, you know you can track the applecare repair online, you just go to the support website and you'll see the appropriate link midway down the right side. You need your Apple ID (usually the email address under which you registered), the Dispatch ID, serial number and Customer #, all stuff that you should've gotten on the Genius bar receipt.

It won't start getting tracked by their system until they receive it, and the web interface sometimes lags behind. When you notice that it's shipped, you can call Applecare up and get a freight tracking number, though it'll be shipped back to the store because that's where you had it shipped from.

[chiara]

I took my 17" in to the apple store last Saturday because it wouldn't stay latched. They sent it in for repair on Monday and I tracked the progress on line. They repaired it and I had it back on Friday morning.

Hope yours goes as smoothly.