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bovie · Apr 3, 2005, 07:15 PM

I have a rev. B 1Ghz 12in Powerbook.
A few weeks ago my pb started doing some weird stuff when connected to a external monitor. (Funny Lines moving across screen) Tried it with two different mini-dvi to VGA adapters and 3 monitors. Same problem with all three monitors.

Called applecare on monday march 21,
Sent pb to apple. Got it back on friday the 25th.
Same problem again.

Called applecare again on friday march 25,
Talked 2cd level support this time. Sent laptop back to apple again.

Got PB back on friday april 1st.
THEY STOLE MY BATTERY, AND A HUGE DENT WAS ON THE OUTER CASING SCREEN. Also there was a 5 or 6 scraches on the outer casing.

Called applecare again, the put me threw to the a manager or somthing. He had me plug it in with out the battery and see if they fixed the display problem. What do you know still broken.

Now I am left with a laptop that is still broken and a ton of cosmetic damage that was not there before, and no battery.

The guy at apple care is having me sent it back again, to fix the display problem and fix all the cosmetic damage. He is also sending me a new battery.

I am so mad. Oh, he also offered a free copy of iWork. I replied that, "I just wanted my laptop fixed." He is sending "as a gift for putting up this this bad support."

If it comes back broken again will they give me a new laptop or do I keep sending back untill my applecare is up on 11/2006?

Any suggestions???

justingo1 · Apr 3, 2005, 07:39 PM

If the policy hasn't changed, than it should have been replaced after the 3rd time in. I'm sorry, that sounds horrid!

bovie · Apr 3, 2005, 08:20 PM

Ya it is kinda funny I am a computer tech and have recived wonderful support from apple in the past for many of my customers.

At least they belive me. I have had problems with dell and gateway support in the past not beliving me that the product is broken.

Will they replace it with another 1Ghz or a new 1.5Ghz. The upgrade would be nice but I would really rather not have the problem at all.

justingo1 · Apr 4, 2005, 02:24 AM

Well, I've seen Apple replace products like that with new ones... so you'd probably get a stock 1.5GHz (if you bought more ram from them they will probably put that in the new one).

iREZ · Apr 4, 2005, 02:47 AM

Is it bad for me to sometimes pray that my 12" has some sort of problem so that they replace my system with a new 12" 1.5?

bovie · Apr 4, 2005, 09:00 AM

I just want mine fixed but the big problem is that
the Rev.B 1Ghz uses pc-2100 ram I have a 512mb stick of pc-2100.

The Rev.D 1.5Ghz uses PC-2700. My stick is too slow for the new powerbook.

None of this will matter if they fix mine(and I really hope they do). Something is telling me that there is too much for them to fix. Everytime I send it it comes back worse than before.

jdogg99 · Apr 4, 2005, 09:07 AM

I sent my 12 inch Powerbook in awhile ago for a dead hard drive, and it, too, came back with several considerable scratches on nearly every surface of the case! The scratches were deep enough that they had to have been made by a screwdriver or tool of some sort. Anyways, I sent it in again and they replaced all the parts that were scratched (they didn't put up much fuss). Overall, I wasn't too happy with my repair experience either.

bovie · Apr 4, 2005, 11:53 AM

They have to fix a few things,
1. Fix all cosmetic damage (Guy said they would replace all outer casing)
2. Fix the video Problem
3. Send me a new battery (To replace the one they took)
4. Fix the orginal video problem
Sofar they claimed they have tried
a) Replace video fan/heat sink
b) Replace logic board

Something tells me that they wont fix all of this in one repair and I will recive my laptop back with some other problem.

bovie · Apr 4, 2005, 12:03 PM

Oh I just called apple to check on my box, I usally recive a e-mail right away.
Well when two dispaches are made within 10min of each other they get held up untill someone calls. Good thing I called, the guy on the phone had to fix a hole bunch of stuff in my dispatch.

Something tells me they will screw something up again. I am now really unhappy with apple's service.

When will they just fix the problem or send me a new laptop???

I won't take any crap this time, If my laptop comes back broken again or fixed but will another problem I will be demaning a new laptop. No free piace of software will calm me down. I have all ready lost 3 weeks of using my laptop over this I cannot stand to lose any more.

Sorry for complaining to you guys, I am just really really frustrated!!!

bovie · Apr 4, 2005, 12:25 PM

I am now on the phone with apple again. They screwed up they sending of the repair box process. So we will see what happends. At the very least I will say that I am happy they are not giving me crap like saying that dent was there before.
Thank god they understand the fact that the customer is always right.
I will key yout guys posted.

bovie · Apr 4, 2005, 12:59 PM

Now they are sending me the box however, then I asked about when the battery would be arriving he said, "What Battery, I don't see anything about one here."
Then, "Oh I see it now it should be arriving tommarow."

Well see if it does get here. Something tells me it won't. At least the box to send the laptop back will get to my house on tuesday. That will leave them 3 or 4 days to send me the battery.

hldan · Apr 4, 2005, 02:13 PM

Originally posted by bovie:
Now they are sending me the box however, then I asked about when the battery would be arriving he said, "What Battery, I don't see anything about one here."
Then, "Oh I see it now it should be arriving tommarow."

Well see if it does get here. Something tells me it won't. At least the box to send the laptop back will get to my house on tuesday. That will leave them 3 or 4 days to send me the battery.

Good Luck to U. It may be better for you to speak to Apple customer relations and not just AppleCare. I had a 1 Ghz 17" that had the required amount of dead and stuck pixels to be repaired. When the computer came back to me the screen was replaced but it was warped and the bottom plate had several drops of oozed glue from AppleCare gluing the feet back on. They must have had to remove the bottom plate to replace the screen. I was disappointed. I put it back into service and it came back with the entire casing not snapped back in place and the computer was overheating from a cold boot without running any apps.
I was advised by the Apple retail store to call Apple customer relations. I was on the phone with them for about 30 minutes and they tried to get me to put in service one more time but they finally began to understand my frustation and they offered to replace the machine with the newer Rev B 1.33 Ghz model at no cost. I received it in under 4 days and all is well.

bovie · Apr 4, 2005, 04:17 PM

hldan, what is the number for customer relations?
If my laptop comes back and everything is not 100% perfect, I will call applecare, then if they do not offer a new laptop I will talk to customer relations.

A new 1.5 Ghz 12inch would be cool but, that is not what I want I just want my laptop back FIXED.

Also when they replaced your laptop did they transfer the applecare over to the new one or are you stuck with only 1 year of service.

My laptop cost me $1600 new and $350 for applecare. This is a lot of money to me and I expect them to provide me with a perfect laptop when they repair it(No Cosmetic Damage)

bovie · Apr 4, 2005, 11:07 PM

Anyone know the number for Apple Customer Relations?

phoenix78 · Apr 5, 2005, 02:58 AM

you could find apple phone numbers on the official apple webpage for your country.

guys, i hope you all are backing up all your data onto a cd or dvd before you send it away to get 'fixed' lol. perhaps they do a system backup before they touch your system however dont take the chance that all will be well... they already proved their negligence by stuffing the actual machine so they might actually stuff up with backing up and restoring your system.

i remember taking my pb al 15" 1 GHz to repair for uneven illumination. It wasnt fixed and i had bent casing from the tech opening the frame in a rather neanderthal manner... no elegance whatsoever. also when i started up my sysytem i had a '?' on a disk icon at startup... then it booted after a few seconds... so i had to do a fresh install to get rid of this. i dont know what the F the tech did but they can also F up your software and data if you are not careful.

take care ,

rob.

bovie · Apr 5, 2005, 08:31 AM

I am calling Apple Customer Replations Right Now.

I will post with what happens!!!

bovie · Apr 5, 2005, 09:22 AM

I called Apple Customer Relations this morining.
Apple Customer Relations said they were sorry for the trouble I was having. I did everything but, flat out ask for a new laptop. Got No Where with that. She said, "It looks like we are sending you a free copy of iWork already"
I then asked what to do if it came back broken for a 3rd time. Then they said, "Call Customer Relations and they could look at options that did not include sending it back for a 4th time." (My interpretation, we will give you a new laptop.)

Then she checked my tracking numbers and found out that they did not ship my box on monday either. It was a problem with the dispatch department.

They only thing that made me mad was when she said, "I am leaving extra notes, telling the repair depot to take extra care of your laptop."
(My interpretation, Anything I can say to get this guy off the phone)

madmacgames · Apr 5, 2005, 09:48 AM

don't these repair techs actually check to make sure they fix it?

That would be like you taking your car to a mechanic to get the brakes fixed, and the mechanic thinks he has fixed them, but doesn't even check to be sure, and just pushes your car out into the parking lot for you to come pick up and drive home.

bovie · Apr 5, 2005, 02:07 PM

madmacgames, I agree.

My replacement battery just arrived. Which is ok but they sent 2, and a bill saying if I did not send the old one backy they would charge me $201.56. WHAT OLD BATTERY YOU GUYS STOLE IT.

I am on the phone with them right now. On Hold.

bovie · Apr 6, 2005, 04:23 PM

They don't want the 2cd battery back. So even if they fix my laptop this time and I don't get a new one I scored a free battery.

shabbasuraj · Apr 7, 2005, 01:31 AM

Originally posted by bovie:
WHAT OLD BATTERY YOU GUYS STOLE IT.

hahahaaaa

bovie · Apr 7, 2005, 12:45 PM

I was not hahahaing.

shabbasuraj · Apr 7, 2005, 06:56 PM

Originally posted by bovie:
I was not hahahaing.

i was

bovie · Apr 7, 2005, 07:11 PM

I am not sure if they will fix my laptop this time or not. If they don't fix it and replace it with a new one, will I get applecare coverage untill 11/26/2006 (when my current one ends), or will they cancel my applecare, or will they give me another 3 years.

shabbasuraj · Apr 7, 2005, 08:01 PM

I believe your Apple care is still in effect from the origninal purchase date...

I could be wrong...

analogika · Apr 8, 2005, 07:31 AM

AppleCare applies from the original date of purchase, regardless of repairs/replacements/whatever.

Over here (Germany), you also have an independent 6-month warranty on repairs, though, so if something breaks just before AppleCare expires, and the same problem appears again within six months (even after AC runs out), you're entitled to a free repair.

-s*

bovie · Apr 8, 2005, 02:24 PM

Well this is broken time number 3.

Airport Card is installed but OS X says it is not there.
Power Book does not sit flat.
Video Problem better but still there in 1600x1200.

On the phone right now. Will tell you guys what happens.

iREZ · Apr 8, 2005, 02:31 PM

g'luck!

bovie · 07:16 PM

On the phone with a guy that claims to be a Senior Support Specialist.

crazeazn · Apr 8, 2005, 03:32 PM

are u running the highest hertz ur monitor supports? and are u using a shielded vga cable?

analogika · Apr 8, 2005, 04:18 PM

Originally posted by crazeazn:
are u running the highest hertz ur monitor supports? and are u using a shielded vga cable?

not aim lol3rz

plz try English.

kthxbye

bovie · Apr 8, 2005, 07:13 PM

1st of all it did not uses to have the video problems on any of the 3 monitors I use.
2cd Our other 12inch Powerbooks work on all 3 monitors great with no video problems.

bovie · Apr 8, 2005, 07:16 PM

Well they are going to replace it with a brand spankin new 1.5Ghz. He wanted me to send it back again for them to check out the airport problem. This was the only time I got a mad and just said, "It has been there 3 times and I just thought It was not fair to me to keep sending it back and back and back and back again".
Then he said he could replace it.

bovie · Apr 8, 2005, 07:18 PM

Oh, he also gave me the info about how to get a pro rated refund on my applecare and buy another 3 years. I did not want to have it transfered It would only be a little of a year anyway.

bovie · Apr 8, 2005, 08:14 PM

If any of you guys got a replacement for you old powerbook how long did it take?

crazeazn · Apr 9, 2005, 03:11 PM

Originally posted by analogika:
not aim lol3rz

plz try English.

kthxbye

hey, i used "ur" instead of "your" and you tell me to use English? what part of the post is incomprenhensible? didnt think so, ****off.

crazeazn · Apr 9, 2005, 03:12 PM

Originally posted by bovie:
Well they are going to replace it with a brand spankin new 1.5Ghz. He wanted me to send it back again for them to check out the airport problem. This was the only time I got a mad and just said, "It has been there 3 times and I just thought It was not fair to me to keep sending it back and back and back and back again".
Then he said he could replace it.

thats fantastic that you got a new machine, hopefully it will come relatively soon. the turnaround time for repairs on my machine was fairly quick as well.

bovie · Apr 9, 2005, 06:04 PM

I hope it comes soon also. I just hope they don't get it and send it back saying we did not have that problem.

SimpleLife · Apr 9, 2005, 07:15 PM

I once had a 500 MHz Titanium with a superdrive.

The drive failed after a year. I sent it to a technician downtown Toronto. He said "one week".

3 Weeks later, nothing; they could not get a drive for replacement yet. Apple was unable to fill the request.

I wrote a 2 page long letter of complaint to Apple, raisning issues about "this is my digital hub as presented by Apple" and "I am chatting on Macnn often and will mention this" etc.

2 days later I had a brand new 550 MHz Titanium with a Superdrive in it.

I usually never complain. But that was just too much money. and I am glad I did.

Customer is always right, as long as he is honest and knows how to present his case.

Best wishes of success to you!

N.B.: I am a happy and satisfied Apple customer since 1984 (counting the infamous PB 5300 CS as one of my machines) and never had to complaint before or since this incident.

bovie · Apr 9, 2005, 07:34 PM

I expect everything will be ok. I just cannot affort to forget about it.
I also do not thing it is to much to ask that a laptop I baby and keep in perfect working as cosmetic order should be returned that way also.

shabbasuraj · Apr 10, 2005, 01:13 AM

yay team

new computer for you

analogika · Apr 10, 2005, 09:38 AM

Originally posted by crazeazn:
hey, i used "ur" instead of "your" and you tell me to use English? what part of the post is incomprenhensible? didnt think so, ****off.

Pet peeve.

Sorry.

bovie · Apr 10, 2005, 01:13 PM

Ya, I can't wait.