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AppleCare Europe nightmare for Powerbook
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Junior Member
Join Date: Jan 2003
Status:
Offline
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I broke my hinge a few weeks ago. My computer has been with AppleCare Europe for about four weeks now. Every time I call to get a new status report, I hear the same -- they're waiting for a new part to come in. Every time they give me a date the part should come in. Inevitably, the date passes with no part, so I call again and get the same answer. What can I do, as I really need this computer for work? They won't even give me a loaner! Any advice
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Mac Elite
Join Date: Oct 1999
Location: Manchester, UK
Status:
Offline
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Are you in the UK? If so .....
In the UK you can reject the goods as 'not of merchantable quality' you are supposed to allow them time to repair which you have, so insist on a full refund under the "Sale of Goods Act'.
You can take them to the small claims court if you get no joy.
If you are not in the UK, check your Consumer Rights
Ian
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Computers - Au MacBook 2.4Ghz, iMac 24" 2.8Ghz Core 2 Duo
iPods - 5GB original iPod, 4GB nano - Red, 1GB 2G shuffle - Silver, 4GB 3G Shuffle - Black, 16GB touch, 16GB nano Red, 16GB iPhone 3G.
OSX User Since Public Beta, current OS 10.6.1, iTS UK purchases - 5377 songs.... and growing!
My website - www.idparkinson.co.uk
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Senior User
Join Date: Sep 2000
Location: UK
Status:
Offline
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I'm in a not so different position. After loads of repairs and problems, they have agreed to replace my PB 12", which is great as the PB was an older version and just over a year old (w/o Applecare, but the problems were related to a repair during warranty). However, they said it would be with me within two weeks, and that was yesterday, and still no confirmation on shipping date. All they can say is that it is "in manufacture" I have a project to do!!!
It's not that Apple don't do the right thing, its just how many hoops they get you to jump through in the process. I tried to suggest many workarounds, including upgrading the model to another PB or a desktop G5 (paying the difference), or Apple purchasing one of the oh-so-many units in stock in resellers around London, but that would be far too easy.
So here I am, still waiting, so I do feel for you - I hope that you never get told by an Apple employee that you have 42 case notes, like I was told yesterday.
One question: I know it's too late for me, but what timeframe can you usually use the sale of goods act in?
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Junior Member
Join Date: Jan 2003
Status:
Offline
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I'm actually located in France, so the UK consumer product laws don't benefit me. I've been on the phone all day with Apple Care Europe and in the United States, and wow, the customer service is truly ridiculous. Everyone has a new story, a new excuse, a new nasty comment. It's ridiculous -- the hinge on a Ti Powerbook is a common problem that should be easily repaired. I will probably have to wait SIX weeks to get my computer returned to me. In the meantime, I can barely do my job because all my files are on the Powerbook. AppleCare Europe is horrible for all those thinking of moving to Europe. Be forewarned.
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