[gobears]

Recently I sent in my PowerBook to get the white spots problem repaired. Granted, the turnaround time was quick (36 hours), however, the case came back with a bad scratch next to a screw on the left side and a marred spot near the adapter. Calling up Apple, they agreed to fix these issues free of charge (the powerbook is covered by AppleCare), and I sent the laptop back to them.

To my horror, the laptop came back in worse condition than I sent it. First, the battery will not go back into the powerbook - I have to physically turn the release lever backwards and slowly guide the battery back in. Secondly, the front sleep indicator LED is no longer function. Also, the hinge on the powerbook is not as smooth as it used to be (but this is the least of my concerns).

At this point, I was very uneasy about sending it back to Apple for another repair - I had sent them the powerbook twice and both times it had come back in a condition worse than what it was originally. So I called up Apple Customer Relations to see what they can do. The representative forwarded my call to a "powerbook specialist" who would only say to send it back to them yet again. He ignored all my concerns about the fact their technicians had ruined the computer twice in a row already. After being refused to be transferred to his supervisor, I finally agreed to the repair. The rep. stated a box would show up the next day to ship it back. However the box never arrived.

Now I know that computers are hard to assemble and probably even harder to take apart, but when you pay $2k for a computer and an additional 300 for an extended warranty, one rightfully expects the computer to come back in the same condition it was sent. As a customer whose spent over $12k on Apple products in the last 5 years and a program developer, I am apalled with how apple has handled this situation. If you've dealt with a similar situation or have any advice, that would be much appreciated. Thanks

[meatyocre]

gobears,

Your situation sounds incredibly frustrating and makes me sick to my stomach. You should fight by any means possible to get your laptop fixed or replaced to your satisfaction. I recently shelled out $2700 on a 15" PB, and can't imagine being in your position. Don't give up....good luck.

[Person Man]

Not that this helps the current situation, but this is what you should do before sending in that PowerBook for repair. (taken from another post I made several months ago):

It's a mixed bag as to what will happen when you send it in. Some people have had their unit come back with a new hard drive (we found a problem you didn't know you had, and "helpfully" installed a new hard drive). Some people get theirs with their data intact. Some people get their units in worse condition than when they returned it, and then Apple blames them for it. Some don't. Some people send their computers in, and it returns with the problem it was sent in for unfixed.

So, yes, I wouldn't leave it to chance. I would take pictures (with something like a newspaper with a date on it to document when the picture was taken), keep a set for yourself, give a set to the dealer (if they'll accept it) and put a set in the box with the computer. Also, a dealer signed description of the condition (with ALL flaws documented- any that weren't on the description before sending the unit in would be Apple's fault) would be helpful. Include with the computer a sheet listing what it is being sent in for if you can (stick it between the keyboard and screen so the worker who opens it clearly sees it). BACK UP your hard drive (and if there is any sensitive data on it, erase it and install a fresh copy of the operating system if you can). Apple charges an additional $50 (I don't know what the charge is in Europe) to back up your drive for you, but you have to ask for it and pay it up front.

In fact, I would do this with ANY computer manufacturer. (or any expensive electronic item with a huge list of ambiguous exclusions in their warranty).

Also, you should keep a log of any post-service communications you have with the company. i.e. Write down names and employee numbers, if you can get them, of everyone you talk to, and what was said. This is so that if you still don't get any satisfaction, you can call or write to someone much higher up and say things like, "when I got my machine back after the third time and called support, Joe Blow, #5937, told me the damage was pre-existing and would not be covered by warranty, and refused to transfer me to a supervisor." Be sure that you update the pictures, etc, immediately after getting the machine back each time to document the fact that the problems were the other company's fault, and not yours.

Also, no matter what happens, DO NOT RAISE YOUR VOICE OR GET ANGRY WITH THE SUPPORT STAFF. EVER. No matter how mad they make you. At best, they'll ignore you. Or worse, (more common than you might think), you'll land on their "difficult customer" list, and all hopes of you EVER getting good support will go away FOREVER. So, be polite (even though you're boiling mad underneath), but firm.

Good luck.

[Kevin Moon]

Send it in one more time and if it comes back with more problems let customer relations know about it and don't let them transfer you. I had to do this back in July when they totally messed my powerbook up three times. Since I wouldn't let them transfer my call had many three way calls with techs and customer relations. In my situation after three times I had a replacement sent too me do to the extreme nature of the problems that the powerbook had when it was sent out. Originally it was sent in for broken hinges. Turns out the entire casing and logic board had to also be replaced. First time back had a gash in the screen from a screw being on the case when the lid was closed. Second time back the screen was replaced with one that was just as bad. Dead pixels everywhere and an aura around the center of the screen with a bright white point in the center of the aura. Third time back I noticed the computer was crawling and started looking at the components put in. Only thing I found was that the hard drive was replaced with a slower one. This was a bto machine with an upgraded hard from apple and was replaced with a 4200 drive. This was the last straw because I had been without my laptop for about 5 weeks by then.

As a side note I did have to send in my Albook for the dc inboard going out and got the pb back in less then 3 days. Being between the two holidays I was surprised at the speed. Everything turned out good this time, just depends on if the tech cares or not.

Good luck getting your powerbook fixed. Just keep after customer relations and all will turn out the way it should be.

[gobears]

after a week of waiting for the return package to arrive - I called up apple to find that the 3rd repair process had not been processed - thanks to an error due to the applecare rep. But, I must say this Apple Customer Relations rep. was very nice. He was genuinely concerned with the trouble caused by AppleCare and immediately sent DHL out (I mean within an hour) to get my laptop. That simply blew me away - have quickly they reacted. But the true test will come when I get back my laptop - if anything's wrong, all hell will break loose - in a calm and pilote manner of course

[melman101]

gobears, don't feel bad. I experienced the same level of treatment when I brought mine in for a bad latch. It took over a month to fix, but it finally did come back good. Here is the thread:

http://forums.macnn.com/showthread.p...hreadid=161454

[gobears]

So Apple said they'd take extra care of my laptop... hmmm...
According to DHL's shipping tracker the package was delivered to my house today at 11:30 AM to someone named Paul - unfortunately there's no one at my house named Paul. Called up apple, they said to call DHL; called up DHL, they said they had to do research. so unbelievable, I don't know what to say

[urrl78]

From my experience, which is worse than yours, I would never send my laptop by mail if I could get to an Apple store.

1) you can request the Apple genius make a record of your laptop's exterior condition before it is sent off.

2) When the laptop arrives you can inspect your machine for flaws then and there. and make them send it back.

3) No lost in transit worries; they are responsible.

4) No hours of vain troubleshooting steps from phone support or phone support charges if you are over 90 days.

My old 667 DVI came back 5 times before it was looking brand new. What was the problem? Flaking paint. What did it come back with those 4 times? A broken USB port, an ugly screw scratch on the lid (it's hard to believe they are STILL doing that), damaged hinges, chocolate brown stains (must have been eating lunch while repairing it). But eventually persistance and a well controlled temper won out; it finally came back looking brand new.

I don't feel they aren't trying, but some of the techs need to be fired and get a job doing something they would be good at, like demolition work. But don't get me wrong; sometimes you get great service. After not being able twice to fix an intermittant 17" Powerbook display problem, the third time it came back malfuntioning they replaced my 1 Ghz 17" with a brand new 1.5 Ghz 17" laptop. Needless to say I was wowed, and still am very pleased with my 17".

Final analysis; take to to an Apple store next time if possible. Otherwise keep endeavoring to perservere and Apple will come thru; you just have to go down the chain and when they realize you are not giving up they will do it right.

Tip to remember: of all the problems you are having, if your machine comes back three consecutive times with the same problem not fixed, you are the lucky dog that has every right to demand a new machine. Keep all of your paperwork and you too, like me, may end up being a lucky winner of a brand new (and possibly upgraded) machine.

[gobears]

they finally found my computer, however the story doesn't end there.

The case now has scratches on the top of it due to a stapled piece of paper they had placed on top of it. In addition the screen now creaks when closing it. Apple said everything now is just cosmetic so I'd have to send it into them yet again.

Three times and still waiting for my powerbook to be back in the condition it was. Fustrated and tired, I'm done arguing and waiting. Apple's lost a customer.

[gobears]

The saga continues....

Went to my local apple store last night and the genius was very helpful - told me it is the right hinge that was overtightened and even informed me that going through Apple directly would be faster than having him ship it in.

So I called Apple this morning with the case number that the CR rep gave me (who informed me that I would run into no problem if I use it). However the L2 technician gave me a little trouble, trying to write off the problem as simply being a nongreased hinge, due to "new hinges from the screen replacement" and that all I needed to do with add silicon lubricrant. It was only after I informed him that the problem only arose after sending to Apple techs for the battery slot issue that it arose. Then he completely recommended sending it in. WOW - I mean if I had not known better, I would have just taken his word that it didn't need to be sent in and have trouble down the road. Anyways the computer is packed up and waiting for DHL to pick up for yet another adventure to Texas.

[urrl78]

I really don't get it but I suppose there is a reason why you are still sending it by mail instead of going thru your local Apple store. Seems like you'd rather struggle with L2 technicians and risk them blaming any return damage on you. In any case it will be their word against yours if they decide not to repair future cosmetic damage; and don't think for a second it can't happen again.

It happened to me 5 times; this is only your what? Third strike?

Scratched LCD display anyone? How about a few dead pixels when you get it back? Guess you could really use that dead left speaker, or how about a sticking trackpad button? Sweeeeet!

Documentation from an Apple store is a must before I surrender my laptop for repair, and they will document it's exterior condition prior to sending it in to protect themselves as well as you.

[gobears]

didn't feel comfortable leaving my computer in a store with 5 ibooks piled on top of each other with stapled paper in between all of them. Plus I have to get back my comp ASAP as my spring semester of school starts next week.