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cold aspiration · Jan 22, 2006, 04:41 AM

Hey guys, I recently actually got mad at an applecare specialist because he refused to replace my ibook. The ibook has gone in in total of 4 times now. 1st for a combo drive failure, then for a keyboard recognition failure, then for a hard drive failure, and now again for another hard drive failure, and this time It was a couple of days before my finals started so I am having trouble keeping my study notes together..

All of this in my almost 2 years of owning the ibook. I have never dropped, or mistreated this ibook in any way shape or form, I have always taken extremely good care of it. No dents or anything.

After they set up my mail in service, I told the apple tech who was very nice and he went to the tech specialist to ask about my replacement because he seemed to agree with me that I deserved a replacement this time. They specialist didn't but kept saying "at this time." so the tech i was talking to suggested I call again the next day for the replacement request. So that is what I did and I actually asked to be transferred to customer relations and so the apple tech representative guy transferred me to the tech specialist who after listening to my concerns I laid out, kept repeating that the only time they would replace it is if they deemed the ibook irreparable. I know I read threads of people getting a replacement after the ibook has gone in three times ... even after i explained to the specialist my dire situation and even how I switched my brother, dad, cousins to mac. No compensation whatsoever.

Was I wrong to ask for a replacement ? because I am seriously losing faith in this ibook which will just have another critical component fail on me in another month or two...

I'm just quite upset with apple right now

Hi I'm Ben · Jan 22, 2006, 01:54 PM

I'm pretty sure with the "no lemon law" or whatever it is your computer has to break with the same problem 3 times.

Someone else might have to verify that. Also I'm not even sure Apple has this policy.

cold aspiration · Jan 22, 2006, 05:24 PM

^ so in essence, my hard drive has to fail 2 more times after I get this one back for me to be able to call in and say... my HD failed 3 times in the past. It failed again, .. how about a replacement?

iMacfan · Jan 22, 2006, 07:10 PM

Rubbish. My Rev/A Powerbook 12" was scratching CDs, and so the Drive got replaced. It was only until the warranty had just run out that I needed to burn a DVD, and nothing happened. They agreed to repair it, and this was botched, TWICE. They then replaced the whole unit for a new Rev/C, even with the equivalent extra ram that I had had.

Do not accept anything else - ask to speak to their supervisors etc...

David.

cold aspiration · Jan 22, 2006, 09:18 PM

What do you mean by botched?? The repair failed ? They took too long? Maybe because none of my issues has been repeated so far except the HD failure.. which is the second time. iMacfan, so only after a total of 3 times of your dvd drive failing did they give you a replacement? hm

iMacfan · Jan 23, 2006, 03:08 AM

Well, maybe everything did stem from the one problem, but one of the times it came back, the problem was that bluetooth did not want to work (And if you go and look up where the BT module is and what needs to be removed to reach it - i.e. absolutely everything apart from one of the speakers, and I'm not joking! - it makes you want to cry.)

bourgeoisie · Jan 24, 2006, 03:49 PM

*when* they replace a product for a customer, the customer has to sign a legal agreement saying they won't discuss any part of the agreement, including how or why the product was replaced, so you may have trouble finding any relevant information on this subject. however, if you read the first word of this post, it might give you a clue as to apple's policy on the matter...hope this helps

cold aspiration · Jan 24, 2006, 09:03 PM

so my ibook came back ... with a completely different bottom case! It has the sticky residue from tape smeared all over the bottom case and some stamp or seal on it that says San Jose School District.. I am nowhere near San Jose... I checked under the battery and the serial number is mine. I called to complain about this and was put on hold for half an hour before the friendly tech hung up on me. So i called back and got a different tech who transfered me to another "specialist." This guy was extremely helpful - he said that the bottom case will be replaced with a new one and if the top doesnt match in color shade wise then the top will be replaced as well. I also noticed a new sound coming from my previously good combo drive, so he said that will be looked at as well. This time it is going to a "senior technician" who will be more diligant at putting my ibook together, which will be a nice change from my past ibook assemblies from apple care repairs. It looks like everything is going to be okay, the guy also gave me his personal contact and said if there is another hardware failure, it will most likely mean a new comp for me.

macnn2 · Jan 25, 2006, 12:05 PM

Originally Posted by bourgeoisie

*when* they replace a product for a customer, the customer has to sign a legal agreement saying they won't discuss any part of the agreement, including how or why the product was replaced, so you may have trouble finding any relevant information on this subject. however, if you read the first word of this post, it might give you a clue as to apple's policy on the matter...hope this helps

Complete nonsense. I had my ibook replaced and didn't sign anything. I had my g3 800 ibook for 2.5 yrs. After 3 logic board replacements, 1 hinge cable replacement, and them scratching the hell out of the white part of my lid (Under the clear part). I called customer relations and requested a replacement. It did seem like it took a while to get ot me...about 2 weeks.

cold aspiration · Jan 25, 2006, 12:41 PM

^ hey did you have to send your current ibook in before receving your replacement?

bourgeoisie · Jan 25, 2006, 03:53 PM

obviously we've had different experiences with customer relations.

yes you will have to send the old one in before they'll send the new one.

cold aspiration · Jan 26, 2006, 05:21 PM

Originally Posted by bourgeoisie

obviously we've had different experiences with customer relations.

yes you will have to send the old one in before they'll send the new one.

Just asking.. I had to call in with additional problems after I actually used my ibook (the one with the weird bottom case). the sleep light doesn't come on anymore, which was perfectly fine before the repair and the HD was making unusal sounds, the one that just got replaced...