[snowrider04]

I bought my G4 Powerbook.Gig.Ti November of 2002. In the first year of use, I noticed keyboard marks on the screen. After researching I find out this is fairly common amongst the Powerbooks. But, what wasn't common was the mark that was created from part of the casing around the trackpad that was elevated slightly. I shrugged it off and figured it was normal wear, but after a year and a half and regular screen cleanings, the mark became permanent.

I called Apple Care and told them my story. They told me to bring it into an Apple Store and have it evaluated. I did this, and was told that they could not confirm that the casing was causing the problem, so they offered to replace the screen. After asking what would happen if the same thing goes wrong, they said to just bring it in and they would evaluate it again. After having my book back 2 weeks, the problem showed up again.

This time I called Apple Care first and the Product Specialist wrote notes to insure that they would replace the top casing and the screen this time. I bring it in to the Apple Store and have it fixed. 4 days later the computer was back in my arms and to my surprise the computer was in worse shape than when I brought it in.

There was masking tape on the top of the computer, strike one. Then I open it up, and the mark on the screen was already there, strike two. Then I look at the hinge and there is a long scratch from the middle to the far right side! P'd off I call Apple Care and explain my disgust. After explaining my problem to the first tier customer service rep, he transferred me to a product specialist. After talking with this guy for an hour and telling him that I can't believe i'll have to go through with this a third time, I've been an apple user my whole life and can't believe my computer came back in worse shape, etc, etc, he tells me he'll replace my computer! Not replacing it with the same model, but replacing it with the newest most comparable Powerbook!

So, after almost 2 years of use, Apple is replacing my 15" TiBook SuperDrive, with the 15" AlBook SuperDrive. All it's costing me is the price of a new Apple Care.

I've heard plenty of horror stories about Apple and customer service. This experience made me realize that Apple can be cool and hook up a die hard user.

Thanks Apple!

[alligator]

Here's the real question. Did you call them up and explain things nicely (with concern), or did you chew his/her head off? We all face issues like this from time to time, but how can we assure ourselves of getting the best resolution like this?

[snowrider04]

i was very calm and chill with the rep, explaining everything in detail and being very clear without sounding like a know it all. after i would finish speaking i would listen intently to the rep until they were finished and didn't interrupt yelling or being loud.

i let them know that i was very upset that i would have to go through this a third time, as well, how bummed i was that my computer came back in worse shape than when i brought it in.

i found not being loud and speaking like an intelligent human being to these folks worked wonders. although, i could have just gotten a good product specialist, i've heard not all product specialists are as warm as the one i had.

[Arolte]

I agree. When an Apple Genius told me I would get my PowerBook's corroded (from sweat) case replaced free of charge, only to receive a voice mail from Apple days later stating that it's only cosmetic and would not be covered, I was in the same situation of calling Apple up and explaining the problem to them. Thankfully there was paperwork to back up my claim.

Anyway, I remained calm the whole time and told them the truth about the situation. The Apple rep then kindly told me to hold while he spoke to a supervisor. After a couple of minutes he came back and stated that normally it wouldn't be covered, but it would be repaired just this once because of what the Apple Genius said to me. So I thanked him and I got a free case replacement for being friendly and honest about the whole thing.

A number of other factors may have also contributed to this positive outcome. The Apple rep that answered my call sounded young and new. It was also late in the day, so most of the guys there probably wanted to get home and finish up quickly. So common sense factors like these may often determine whether they have the time or energy to argue with you or not.

I'm not saying anyone should exploit Apple's online tech support. I'm just saying that if you have a legitamate issue with Apple that you feel absolutely needs to be resolved, there are certain times when its best to call them to get help. But sometimes it's just based purely on luck. Still, there's nothing to stop you from increasing your chances.

One thing I can definitely recommend is to get to know the Apple Geniuses that work at your local Apple store. Talk to them if they're not busy. Get to know which ones are friendly and which ones aren't. Unfortunately sometimes the attitude of these people will determine whether something gets fixed reluctantly or not. It's no different than any other business.