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deaglecat · Feb 7, 2005, 12:05 PM

Have just got off the phone to Apple UK. In the UK for the Logic board replacement programme they are no longer offering to collect faulty ibooks or to pay the shipping costs to your local Apple repair centre.

You have to take it there yourself. No big deal ? Well I took my ibook to the local Apple Centre - the engineer there said that they now have such a backlog of faulty ibooks for repair that they are now only accepting those from customers who bought directly from them !

A local problem only ? Well, a few calls around other UK AASPs and I have been quoted months for a repair (if the part is in stock).

So 10/10 for a worldwide programme Apple but 0/10 for its implementation. Letter to Apple customer care is now winging its way to them - not that I expect it to help get my ibook working again...

deaglecat · Feb 8, 2005, 03:25 PM

As of 7th Feb, the UK Apple book logic board replacement programme FAQ has now been updated to remove all references to Apple paying shipping charges on the Logic board repair programme - this perhaps concidental to my "discussions" of yesterday with Apple Tech support.

I don't know whether this is a UK-only change of policy or is being rolled out worldwide.

US and other country customers beware, you may also be about to lose the benefit of Apple covering the shipping charges for the faulty logic boards !

MartiNZ · Feb 8, 2005, 08:58 PM

Woah, months for repair!? This is not such a great thing to be hearing when I've got mine in for a fix too. I'll update my progress here in NZ - the last I know is that they emailed Apple to get the part released, as 'it was not forthcoming'. That was two days ago and now I'm really hoping that something happens soon. Months would be really bad.

As for the charges, as far as I know I'm only paying for the labour.

bimmerphile · Feb 11, 2005, 01:40 AM

See if you can send them to the states. there's only about a 2-3 week turnaround on iBook G3 logicboard replacements right now.

the_snitch · Feb 11, 2005, 03:10 AM

Originally posted by MartiNZ:
Woah, months for repair!? This is not such a great thing to be hearing when I've got mine in for a fix too. I'll update my progress here in NZ - the last I know is that they emailed Apple to get the part released, as 'it was not forthcoming'. That was two days ago and now I'm really hoping that something happens soon. Months would be really bad.

As for the charges, as far as I know I'm only paying for the labour.

Dont worry, its not a shambles like the UK here in NZ. Im working at an AASP in Auckland, we replaced on the other day, they ship overnight from Apple to us and we recieve next day. Then takes me around 1.5 hours to swap the boards.
No biggie.

Hahaha UK.

ghporter · Feb 11, 2005, 08:14 AM

Originally posted by deaglecat:
As of 7th Feb, the UK Apple book logic board replacement programme FAQ has now been updated to remove all references to Apple paying shipping charges on the Logic board repair programme - this perhaps concidental to my "discussions" of yesterday with Apple Tech support.

I just checked their site, and found this:

Is there a cost to customers who participate in the Expanded iBook Logic Board Repair Extension Program?
The repairs outlined in this program, including shipping charges, are covered at Apple's cost.

It's on this page. So as far as it looks from here, Apple is indeed still paying for shipping... Hmmm. Where did you see the change?

deaglecat · Feb 11, 2005, 09:25 AM

The link that you have posted is the US site.

Simply insert /uk after www.apple.com and you get the "special" UK terms and conditions... which have been changed to exclude shipping.

So...

http://www.apple.com/uk/support/ibook/faq/

The change was made on Feb 7th, you may get an update to the US site soon - or it could be that they just decided to treat UK customers worse than US ones ! Which would be okay if we didn't also pay over the odds in the first place.

ghporter · Feb 11, 2005, 02:55 PM

I see. Subtle changes, but very important. As far as I'm concerned, that qualifies for a technical term. It "sucks."

I wonder if it's because the UK branch of Apple has been running into that many more failures, or if shipping just costs that much more there.

Sorry about that.

avoges · Feb 11, 2005, 04:37 PM

Here in the good 'ole USA (Houston, TX to be exact) i'm repairing boatloads of ibook g3's both under applecare and the REA and typically get the logic board the day after I order it. We don't currently have a backlog and I can swap the board in about 30 to 45 minutes.

MartiNZ · Feb 13, 2005, 11:01 PM

Originally posted by the_snitch:
Dont worry, its not a shambles like the UK here in NZ. Im working at an AASP in Auckland, we replaced on the other day, they ship overnight from Apple to us and we recieve next day. Then takes me around 1.5 hours to swap the boards.
No biggie.

Hahaha UK.

Woohoo, good news that.

I've just looked at the details online for mine and it says 'system board replaced and tested'. I wonder if you worked on mine

. Now I just have to find a time when I can pick it up....

Forte · Feb 14, 2005, 06:21 AM

I wonder if it's because the UK branch of Apple has been running into that many more failures, or if shipping just costs that much more there.

Actually, it's more that Apple's UK and Ireland service really isn't very good at all, for the most part.
My little story is not entirely related, except that it's to do with their customer service (or, rather, lack of good customer service); I ordered a game from their online store, and somehow they managed to send the Windows version of this game (entirely different OS/requirements, developer, and publisher to the OS X version, and everything - how on Earth they managed to get stock of a Windows title, I do not know), and then when I finally got them to agree to sending a replacement, it was another copy of the Windows version, and then I had to fight for a refund... Bottom line is, I hope I never have hardware trouble, because I certainly don't want to deal with them again.

In short: It doesn't surprise me one bit that they're making folks pay the shipping so their faulty hardware can be sorted out, now, TBH. I love Apple to bits, but they REALLY need to clean up their act where their UK & Ireland customer service is concerned. :/

deaglecat · Feb 14, 2005, 11:33 AM

Sad really.

I myself want to buy more Apple products - Mac mini and iPod photo but I really can't bring myself to at the moment due to poor experience with Apple UK's customer service.

fhoubi · 02:18 PM

Well let me tell you my sad story.

My iBook 700, still covered under Applecare, died with an HD failure in mid january. After receiving a case-id I had to bring it to a Apple Dealer myself, as they will not longer bring or pick it up.

First week nothing happened, end of week 2 they were still on it, end of week 3 they told me it had an logical board failure too and they ordered a new board.

Now 4 weeks have passed, and today they told me it could still take weeks to get a new logical board.

As I already had 2 logical board replacements in the last 1.5 years this would be board no. 4. FYI my serial no. starts with UV220...

It just svcks. How much I love Apple, their products and service just pisses my off.

UPDATE below.

deaglecat · Feb 16, 2005, 03:06 PM

Sorry to hear of your troubles.

So it seems that it is not just in the UK that Apple no longer covers shipping costs, other parts of Europe are affected too?

When you first had your logic board replaced, did they cover the shipping costs then or did you take it to an Apple dealer?

I'm trying to understand why the change in policy. Surely it is not just to save on the �10 each-way courier charge. Perhaps they no longer have a central repair facility ?

Apple products are indeed great, but support in UK (and maybe Europe) is less so. Trouble is that I really can't face going back to a Windows Laptop !

fhoubi · Feb 16, 2005, 04:17 PM

Originally posted by deaglecat:
When you first had your logic board replaced, did they cover the shipping costs then or did you take it to an Apple dealer?

Acually the first time a "repair company" tried to repaire it on site (in my office), unfortunately they brought only a new display with them, after on hour of repair it was still the logical board what failed *g*. So they took it with them, and sent it back one week later.

The second time it was taken away and sent back 2 just days later, both times without any additional costs..

fhoubi · Feb 16, 2005, 04:25 PM

Originally posted by deaglecat:
Perhaps they no longer have a central repair facility ?

True, they canceled their contracts with several repair facilities. My understanding is that now Authorisi%#$ dealers have to repair themselves, with enorm startup-problems as I suffered now: the first two weeks they even did not look at my iBook at all.

boy77 · Feb 17, 2005, 10:40 AM

Perhaps they no longer have a central repair facility ?

The central repair facility for europe (ADT)is close at 27-12-04 they are bankrupt.

so all the ASP have to do the repair by the self,unfortunately ADT repaired the defective logic boards for Apple.

deaglecat · Feb 17, 2005, 01:00 PM

Hmmm sad but true. Here is the Macworld story...

http://www.macworld.co.uk/news/index...p;NewsID=10758

So Apple are not trying to save the shipping costs the reason seems to be that their contracted out repair company is bankrupt.

What a complete mess.

Apple UK & Europe: Get your support act together !

osxrules · Feb 22, 2005, 10:06 AM

Sigh, my ibook logic board just croaked at the weekend. Just over 2 years of loyal service. My serial number is in the extended repair program so that's good but I've been told by my local UK dealer that they are going to send it to Holland for repair. The absolute minimum repair time is about 2 weeks and some people have waited months. I feel like crying.

Because I do animation and web design, my ibook is my lifeline. I just can't do without my machine for that long. I'm using a friend's old machine to type this. I can't even afford to get another machine in the meantime. If my machine comes back within 2 weeks, all will be ok but if not...

I think I'll be purchasing Applecare in future, though. That could've been a scary repair bill.

I kind of wish Apple would just use non-proprietary hardware that could be fixed at any PC store. Then Mac users could get high end video cards instead of just gaming cards and we could mod our hardware to bits. It's not like people will stop buying Macs because PC designs just don't come close. People don't stop buying Armani because you can buy clothes from Walmart for �4.

Wouldn't that be cheaper for Apple too because they could build Macs with cheaper parts? Note cheaper does not imply lower standard.

ghporter · Feb 22, 2005, 10:11 AM

There are a lot of "standard" parts in an iBook; the RAM, the hard drive, the LCD... But PC laptops are not made with many more standard parts, either. This is really a laptop issue, not a Mac issue.

On the other hand, if Macs were made with PC parts, would they really be Macs anymore?

deaglecat · 01:41 PM

osxrules, are you sure that it has to go to Holland for repair ? My understanding from the Macworld article (link above) was that central repairs were no longer available in Europe.

Macworld reported that ADT is bust... but you can find them at:

http://www.euro-adt.com/services.html

The website is still live so I can only assume that they seem to be still alive and kicking. If you look at their details, they have centres in the UK, France and Holland. Maybe, it is just that they don't have a deal with Apple anymore ?

Confusion reigns.

I would advise that you recheck with your AASP before he ships it off to make sure that he is up to date with developments, maybe I am being over cautious but I would not want to have your pride and joy going on a one-way trip to the Netherlands!

Please post back any findings .... and good luck.

FWIW: My logic board is now "on order" to be replaced at a (not quite local) AASP.

osxrules · Feb 23, 2005, 10:17 AM

Originally posted by deaglecat:
[B]osxrules, are you sure that it has to go to Holland for repair ? My understanding from the Macworld article (link above) was that central repairs were no longer available in Europe.

Thanks for the info. I phoned my dealer and he says he's sending it to Apple themselves not ADT, though he never said why he uses Holland (maybe they stuff drugs inside or something). Anyway it's already shipped so I'd be screwed anyway. What's worrying me is that my dealer said someone else sent their ibook and it was faulty 3 times. He got so annoyed with Apple that he complained and got a new laptop. Not bad but imagine the wait. It's a sad state of affairs.

ghporter: On the other hand, if Macs were made with PC parts, would they really be Macs anymore?

Of course. Do people running Linux on a Mac call it a Mac or a PC?

I really just want my computer fixed locally and I figure that being more affiliated with the other 95% of the computing world would help. Isn't that why they started with the HP ipods? So they could reach more consumers.

FWIW: My logic board is now "on order" to be replaced at a (not quite local) AASP.

I hope everything goes ok for you.

ghporter · Feb 23, 2005, 01:38 PM

Originally posted by osxrules:
Of course. Do people running Linux on a Mac call it a Mac or a PC?

I'd think they'd call it something else entirely, since the versions of Linux that run on Mac hardware are different (not the kernel but all the interface) from those that run on PC hardware.

Me? I'd call it "Herman."

fhoubi · Feb 27, 2005, 02:16 PM

So I got my iBook back after 5 weeks of repair. The printed log-file says they swapped the fawlty HD after one week and suffered instabilities... I do not know if they tested another logical board, but after 5 weeks... they swapped the HD again and for this time it worked...

Well this time Apple is not to blame I think... but testing and swapping a HD in 5 weeks is a long time... and instead of an 20GB IBM I got now a loud 18.5 GB Toshiba... which triggers (on 10.3.7) almost always the fan... :o(

The approved service center was in a german big city, so likely I will not go to them again...

osxrules · Mar 1, 2005, 05:13 AM

ghporter: I'd think they'd call it something else entirely, since the versions of Linux that run on Mac hardware are different (not the kernel but all the interface) from those that run on PC hardware.

Me? I'd call it "Herman."

Oh, I thought the Linux versions were the same. I suppose they would just call the machine something like Herman then

.

fhoubi: and instead of an 20GB IBM I got now a loud 18.5 GB Toshiba

They swapped your HD without your permission? What if you had important data on it? Luckily I backed up nearly everything I needed 3 days before my ibook messed up but there are some minor things I didn't get that are really useful to me like my bookmarks and things.

I think I have an 18.5 GB Toshiba - that's what came with my ibook but it didn't make my fan go. Only a much used CPU did that. If it's noisy, they maybe gave you a faster drive.

analogika · Mar 1, 2005, 07:12 AM

Originally posted by osxrules:
They swapped your HD without your permission? What if you had important data on it? Luckily I backed up nearly everything I needed 3 days before my ibook messed up but there are some minor things I didn't get that are really useful to me like my bookmarks and things.

The repair service is not responsible for deficiencies in your lifestyle - or your backup scheme.

If you bring a device in for repair, FULL BACKUP OF ALL RELEVANT DATA is assumed.

Detrius · Mar 1, 2005, 07:38 PM

Originally posted by avoges:
Here in the good 'ole USA (Houston, TX to be exact) i'm repairing boatloads of ibook g3's both under applecare and the REA and typically get the logic board the day after I order it. We don't currently have a backlog and I can swap the board in about 30 to 45 minutes.

You must be working for Apple, as we are required to mail of the MLBREP machines.

fhoubi · Mar 2, 2005, 02:58 PM

I'm not whining that they replaced the HD, because it failed in the first place. Only that it took Gravis shop in Germany 5 weeks to repair, sorry to tell you that organ guy.

osxrules · Mar 4, 2005, 11:21 AM

organ guy: If you bring a device in for repair, FULL BACKUP OF ALL RELEVANT DATA is assumed.

That's all very well but when your logic board craps out and crashes your machine every 10 minutes, it's hard to back up data.

Anyway, I have my ibook back from Holland, new board, hard drive intact - even the password was untouched. It took exactly 11 days. So far it seems I've been one of the lucky ones but I'll have to see if it keeps going.

Somehow my display seems to have more vivd colour than it did before.

I think I'm going to get a Mac Mini with a CRT anyway.