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Matt_A · Feb 17, 2006, 11:01 AM

Hi everyone. I'm a lurker who is posting their first message.

Apple is really ticking me off.

The story goes that I purchased an iBook G3 800 32MB VRAM back in 2/2003. It started killing logic boards after about a year to a year and a half. Apple was gracious enough to replace the boards, even though I didn't have applecare. The problem was, it's not fixing the issue.

The last time it failed was last October. The Apple tech told me to try getting it repaired one more time, and that if it failed again, they'd look at another option. I agreed, and they repaired the machine.

Now, fast forward to February, and the stupid ibook died AGAIN. I called them up, and was sent to tier 2 support. They left me on hold for awhile, and then said "All Apple is willing to do is repair it again."

He did give me his direct contact info, and told me if it failed again, that they'd go in a different direction.

Basically, they keep telling me the same thing over and over. My biggest worry is I'm right around the end of the three years, and when it fails again, I'll be out of that 3 years. What happens then? Are they just going to throw parts at it until they don't have to support me anymore? I told them that this time I just want something that works, but next time, I'm afraid I'm going to wind up with nothing.

There. I've vented. Thoughts, anyone?

Big Mac · Feb 17, 2006, 11:21 AM

I think the solution is to ensure you get in writing their promise to "go in another direction" rather than continually replacing the board. I would also try emailing sjobs@apple.com with a polite request for help, since dissatisfied customers have gotten assistance going that route.

flgator · Feb 17, 2006, 08:07 PM

Apple Customer Relations (800) 767-2775

Originally Posted by Matt_A

Hi everyone. I'm a lurker who is posting their first message.

Apple is really ticking me off.

The story goes that I purchased an iBook G3 800 32MB VRAM back in 2/2003. It started killing logic boards after about a year to a year and a half. Apple was gracious enough to replace the boards, even though I didn't have applecare. The problem was, it's not fixing the issue.

The last time it failed was last October. The Apple tech told me to try getting it repaired one more time, and that if it failed again, they'd look at another option. I agreed, and they repaired the machine.

Now, fast forward to February, and the stupid ibook died AGAIN. I called them up, and was sent to tier 2 support. They left me on hold for awhile, and then said "All Apple is willing to do is repair it again."

He did give me his direct contact info, and told me if it failed again, that they'd go in a different direction.

Basically, they keep telling me the same thing over and over. My biggest worry is I'm right around the end of the three years, and when it fails again, I'll be out of that 3 years. What happens then? Are they just going to throw parts at it until they don't have to support me anymore? I told them that this time I just want something that works, but next time, I'm afraid I'm going to wind up with nothing.

There. I've vented. Thoughts, anyone?

Matt_A · Feb 20, 2006, 11:58 AM

Well, I've gotten the word from Customer Relations. They are not replacing the ibook, since the repairs are spaced to about a year apart. I'm really bummed, since the next time it fails, they won't touch it.

Anyone want to buy a recently repaired ibook?

Viggen0 · Feb 22, 2006, 08:36 AM

Originally Posted by Matt_A

Well, I've gotten the word from Customer Relations. They are not replacing the ibook, since the repairs are spaced to about a year apart. I'm really bummed, since the next time it fails, they won't touch it.

Anyone want to buy a recently repaired ibook?

Absolutely, positively, call back. If that doesn't work, call back again. I had the EXACT SAME problem you did. I called once, they gave me the "too far apart" BS, and I called back about a month later when I found the time, and spoke to another customer relations rep. Totally different story from him. What they will do, is transfer you to a ibook specialist to verify that there is an existing hardware problem with your machine. So if it's not currently broken, they may not issue a replacement just yet. Call back anyway, and at least get the ball rolling. Have them tell you that there needs to be an existing problem, and once it breaks again, like mine did a week later, call back and let them know. Be very nice about it. I've been very nice and patient with Apple, and I've never gotten upset.

I just received the FedEx labels to ship my old iBook back to apple, this morning. I should have my new replacement iBook very shortly. Persistence is key my friend. Don't let the excuses deter you.

Edit- also, my iBook is out of the three year period as well. It doesn't matter. MAKE them replace it. 5 times is rediculous, mine had 4 lobo's and one powerboard failure.

egleband83 · Feb 23, 2006, 12:50 PM

Keep on fighting for a replacement. I had a 900mhz g3 and the logic board died 4 times on it...after the 4th I insisted on a new one, spoke to a couple folks, and received a brand new g4.
Best of Luck!

Matt_A · Feb 23, 2006, 05:46 PM

Originally Posted by egleband83

Keep on fighting for a replacement. I had a 900mhz g3 and the logic board died 4 times on it...after the 4th I insisted on a new one, spoke to a couple folks, and received a brand new g4.
Best of Luck!

Did you have applecare on your G3?

egleband83 · Feb 23, 2006, 05:49 PM

No I did not. It was covered by their extension on the logic board replacement program.

Matt_A · Feb 27, 2006, 05:51 PM

Well, Apple offered to let me trade my iBook in on a new one. They're giving me half the price of a new one. I'm not sure if that's good or bad, but I guess it's at least something. It came out of the three year period in January, so I guess that's about as good as I'm going to get.

I'm still a little bummed about the whole deal, since people are getting replacements. This whole thing has made me leery about buying an apple laptop again.

Viggen0 · Feb 27, 2006, 07:21 PM

Originally Posted by Matt_A

Well, Apple offered to let me trade my iBook in on a new one. They're giving me half the price of a new one. I'm not sure if that's good or bad, but I guess it's at least something. It came out of the three year period in January, so I guess that's about as good as I'm going to get.

I'm still a little bummed about the whole deal, since people are getting replacements. This whole thing has made me leery about buying an apple laptop again.

Don't take no for an answer. Apple knew about this faulty mobo issue quite a while before your computer's wrranty or extension program was up. They owe you a working computer, not a discount on a new one. It isn't your fault the computer is faulty and has been repaired 5 times. Remember, be nice to the person on the phone. Tell them you are really upset over the fact that it has failed so many times, and that you have called so many times to replace it. My iBook's program expired in december, older than yours, and I was given a replacement. I've had as many repairs as you.

Matt_A · Mar 1, 2006, 05:59 PM

They still adamantly refuse to replace it. I'm just going to send it in and have it repaired again. I'm really getting sick of this. I've been contacting Apple Executive Relations, btw. He's going to make sure that it gets looked over to make sure there isn't something else causing the logic boards to fail. I'm so tired of this iBook, I'm ready to just scream.

If it fails again, I think I'm going to burst a vessel. I'm trying to remain friendly and calm with the guys at Apple, but my tolerance is getting really short. I've told them time and again, that I just want a computer that works, and will not have this failure again. I don't even care if it's an old refurb sitting in a dusty corner, I just want something that isn't going to die again.

Sorry to vent, but I'm really in a bad way over this. Thanks for listening.

Eug Wanker · Mar 1, 2006, 06:19 PM

Ouch. That really does suck. Obviously everyone's mileage may vary, but the repair guy at my local Apple shop says that they usually suggest replacement after the third major repair. And the guy on the phone from Apple said sometimes they even consider doing it earlier than that.

BTW, it really does depend on the person at the other end of the phone (and his/her supervisor) I guess. When I called last year to tell them I had too many dead pixels, they sent out a guy to replace my screen. They didn't have the shop confirm it first. They just had the replacement screen shipped out.

Matt_A · Mar 2, 2006, 01:51 PM

I just received a call from the executive relations guy that I've been talking to. He told me that he didn't like the way the call was left yesterday, and that they've decided to go ahead and replace the iBook!! I'm very very relieved. That was cool of them, since I had just resigned to go ahead and fix it again. Props to Apple for their good show of customer service!

Ok, I feel better now.

flgator · Mar 4, 2006, 06:10 AM

Congrats.