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Fed Up with Applecare and Genius Bar, how do I take it further?
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Mac Elite
Join Date: May 2007
Status:
Offline
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I have an issue which disappears after restart, but comes back after an hour or so. The three times I have called Apple and the one time I went to a Genius Bar, they refused to understand the fact that it wasn't fixed by a restart. How do I move this past them so Apple can actually do something about it?
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MacBook Pro 2.2 GHz, 23" Apple Cinema Display, 8 GB iPod Touch, Apple Wireless Keyboard and Mighty Mouse, Airport Extreme Base Station
adamfishercox.com
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Mac Elite
Join Date: Dec 2000
Location: Netherlands
Status:
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perhaps you should describe the "issue" a bit further
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{Animated sigs are not allowed.}
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Mac Elite
Join Date: May 2007
Status:
Offline
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The issue isn't relevant...
But basically its graphical distortion onscreen.
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MacBook Pro 2.2 GHz, 23" Apple Cinema Display, 8 GB iPod Touch, Apple Wireless Keyboard and Mighty Mouse, Airport Extreme Base Station
adamfishercox.com
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Senior User
Join Date: Aug 2006
Location: Manchester UK
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OK... do you have applecare or its it out of warranty?
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MacBook Pro 2.4Ghz Penryn | 2GB | 200GB ~ Canon EOS 40D EF-S 17-85 IS USM~ iPhone ~ 22" Viewsonic ~ 32" Panasonic HDTV ~ PS3
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Posting Junkie
Join Date: Jun 2001
Location: planning a comeback !
Status:
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Take pictures of the screen with a digital camera, and put a time stamp on it.
Take a pic of boot up, and once the problem appears. Show them a couple of sequences at different times. Then they'll get it, hopefully.
-t
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Mac Elite
Join Date: Sep 2007
Status:
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easier yet make a film. make them sit through it until it shows what's going on. i've always found that video is usually better than photo.
edit:
and as turtle suggested, be sure to have a time/date stamp showing
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Posting Junkie
Join Date: May 2001
Location: Gold Coast, Australia
Status:
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Mac Elite
Join Date: May 2007
Status:
Offline
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sorry guys, I wasn't getting notifications about this thread. I have shown video, and they understand what the problem is, they just don't get that a restart always foxes it temporarily, and they haven't found the solution by pushing the power button.
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MacBook Pro 2.2 GHz, 23" Apple Cinema Display, 8 GB iPod Touch, Apple Wireless Keyboard and Mighty Mouse, Airport Extreme Base Station
adamfishercox.com
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Posting Junkie
Join Date: Oct 2000
Location: Los Angeles
Status:
Offline
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Call 800SOSAAPL, then ask New Delhi to direct your call to a second level Cupertino tech. Go from there.
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Apple and Intel: As kosher as a cheeseburger.
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Addicted to MacNN
Join Date: Oct 2002
Location: Cambridge
Status:
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Dedicated MacNNer
Join Date: Aug 2007
Status:
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Originally Posted by Peter 
Wouldn't hurt to send pics and video, along with any case numbers you may have.
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Aluminum iMac 2GHz/3GB RAM/250GB Hard Drive - Mac OS X 10.5.2 + Windows Vista Home Premium SP1
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Posting Junkie
Join Date: Oct 2000
Location: Los Angeles
Status:
Offline
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I'd only do that if I couldn't get satisfaction through the normal channels.
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Apple and Intel: As kosher as a cheeseburger.
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Addicted to MacNN
Join Date: Oct 2002
Location: Cambridge
Status:
Offline
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send pics of yourself too
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Mac Elite
Join Date: May 2007
Status:
Offline
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Does sjobs ever yield results? I know that every once in a while, Steve himself responds, but if that doesn't happen, do I get a subordinate's response, or none at all?
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MacBook Pro 2.2 GHz, 23" Apple Cinema Display, 8 GB iPod Touch, Apple Wireless Keyboard and Mighty Mouse, Airport Extreme Base Station
adamfishercox.com
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Mac Elite
Join Date: Sep 2005
Location: Vancouver, BC
Status:
Offline
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It does yield results. I got my e-mail forwarded to an executive at their HQ, who dealt with my issue over the phone. Very prompt, professional, and courteous.
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Posting Junkie
Join Date: May 2001
Location: Gold Coast, Australia
Status:
Offline
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Originally Posted by adamfishercox
Does sjobs ever yield results? I know that every once in a while, Steve himself responds, but if that doesn't happen, do I get a subordinate's response, or none at all?
You get a subordinate's response. I got one the other day asking me to call the Executive Relations manager for Asia Pacific and Japan as well as his direct number.
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