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Louis918 · Jan 21, 2006, 11:17 PM

I have a 1ghz G4 14” ibook that was purchased in December of 2003 along with the extended applecare plan. Since then, I’ve sent it in, under warranty, 4 times for the same problem; this will be my fifth attempt to have the flickering lcd backlight repaired.

This is obviously a problem and complete waste of my time, but what irritates me more is that the ibook has been returned, by applecare, every time with more problems and even damages.

The ibook came back from the first “repair” with light scratches and deep gouges on the outer case plastics. The deep gouges are located on the underside of the ibook, where it looks like the computer was placed on a tool or improper work surface and then slide around. The case plastics are misaligned and poorly reassembled. The lcd backlight problem was unresolved.

The second “repair” replaced the perfectly functioning combo drive for some unknown reason. Now the combo drive scratches discs, misreads discs, and sounds like my garbage disposal. The lcd backlight problem was unresolved. Beginning at this point is when adjusting the display angle can influence the backlight flickering.

Applecare kept my ibook for almost 2 weeks on the third attempted repair. We had an apple genius observe and note the problem with the flickering lcd. Apple told us that the computer would now be fixed because a genius had witnessed and documented the problem. Applecare kept the computer in observation for 2 weeks and then sent it back, functioning improperly, because they couldn’t replicate the already documented problem.

Upon delivery of the fourth “repair” attempt is when I was most disgusted; I found my ibook barely reassembled. It seemed that whoever had worked on my ibook was sick of having it pass through their hands repeatedly and believed that nothing was wrong with it. They decided that destroying my ibook would be a good deterrent against me sending it in again. Besides for the loose screws and open seams along the plastics, the backlight is stuck at about 50% brightness and the clicker/charging board randomly acknowledges mouse clicks and will not charge any of my batteries.

It feels that powerbook repairs take precedence over ibook repairs, because I have had nothing but great service from applecare regarding my rev. a 12" pbg4.

I guess I would just like to hear some suggestions about how to deal with this and have the ibook properly repaired. How do I email apple's customer service? My phone calls just lead all over to people I can't trace and "promises" that aren't documented.

If you're still reading, I appreciate it. Thanks for your help.

Louis

mduell · Jan 21, 2006, 11:35 PM

Call customer service (instead of tech support), explain/review your history of problems and damage, and politely demand a replacement (you'll probably get a small upgrade too). Start dropping terms like BBB and state AG if they're not cooperative.

Louis918 · 11:51 PM

Originally Posted by mduell

Call customer service (instead of tech support), explain/review your history of problems and damage, and politely demand a replacement (you'll probably get a small upgrade too).

What number is that? I've been calling 800.275.2273 (800-apl-care).

Even though this is extremely disappointing, I would rather not(not yet at least) threaten action with the BBB. I have several great powerbooks and 2 ipods, all of which have served me well. This ibook is the only sour experience I've had with apple and applecare.

Thank you

mduell · Jan 22, 2006, 01:18 AM

I think it's the same number, just ask for customer service instead of tech support.

cold aspiration · Jan 22, 2006, 02:44 AM

I did that, call the apple care number and ask for customer service/relations. The tech guy transferred me to someone called a Tech Specialist. Did they trick me?? Was that not customer service?

Louis918 · 01:51 PM

Steve Jobs personal assistant called my cell phone and just left a message! I'm not going to post his name or number, but it went like this,

"Hi *******, this is **********, calling from apple corporate headquarters on behalf of steve jobs. this call is in regards to the email you had sent to him about the trouble you were having with your ibook. I would like you to call me back at your earliest convenience at ******* to discuss your ibook. Your new case number is still your most recent number, ******, which you included it your email. Again my name is, ******, and I look forward to speaking with you."

I know no one will believe this, but who cares, I know it to be true!!! I already told someone at the office I work at and his reply was, "yeah, and I just got a wake up call from bill gates".

Sorry for the triple post...safari glitched up.

Louis918 · Jan 24, 2006, 01:35 PM

Steve Jobs personal assistant called my cell phone and just left a message! I'm not going to post his name or number, but it went like this,

"Hi *******, this is **********, calling from apple corporate headquarters on behalf of steve jobs. this call is in regards to the email you had sent to him about the trouble you were having with your ibook. I would like you to call me back at your earliest convenience at ******* to discuss your ibook. Your new case number is still your most recent number, ******, which you included it your email. Again my name is, ******, and I look forward to speaking with you."

I know no one will believe this, but who cares, I know it to be true!!! I already told someone at the office I work at and his reply was, "yeah, and I just got a wake up call from bill gates".

Louis918 · Jan 24, 2006, 01:50 PM

Steve Jobs personal assistant called my cell phone and just left a message! I'm not going to post his name or number, but it went like this,

"Hi *******, this is **********, calling from apple corporate headquarters on behalf of steve jobs. this call is in regards to the email you had sent to him about the trouble you were having with your ibook. I would like you to call me back at your earliest convenience at ******* to discuss your ibook. Your new case number is still your most recent number, ******, which you included it your email. Again my name is, ******, and I look forward to speaking with you."

I know no one will believe this, but who cares, I know it to be true!!! I already told someone at the office I work at and his reply was, "yeah, and I just got a wake up call from bill gates".

Duracell · Jan 25, 2006, 02:50 AM

So happy, you posted it three times!

Hope you get it fixed/replaced !

cold aspiration · Jan 25, 2006, 10:45 AM

wow. tell us how that goes

Louis918 · Jan 25, 2006, 06:23 PM

Originally Posted by cold aspiration

wow. tell us how that goes

I called steve jobs assistant back and we discussed the problems I was having. He told me that he would personally oversee my repair process and that he would follow up with a phone call after I've received the ibook back from repair. He also assured me that I would be completely satisfied with the repair.

we didn't talk about a replacement, because I don't believe that is necessary at this point. i'm sure though, if this repair is botched, they'll begin to consider it.