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vvedge · Jan 21, 2004, 10:39 AM

If you haven't been following my posts in the other thread (http://forums.macnn.com/showthread.p...hreadid=179152), here's whats going on.

I've had this lingering problem for the last 2 years, basically the CD-RW drive on my 500 mhz ibook has been either not staying shut, popping open, or not reading at all.

In 2 years, I've had 3 repairs to replace the CD-RW drive. Last week, I authorized the 4th, for my drive popping open when the door was pressed.

It came back, and I was outraged.

First off, they did not fix my machine. The problem is still there despite replacing half of the case and the CD-RW. It is so obvious they did not test it, because the first time I pressed it, it popped open. The drive door is clearly not parrallel to the side of the machine.

Not only that, the whole machine seems to have not been put back together correctly. The wristpad/trackpad/top case that was new, was stiff. Very often my mouse clicks would stick.

And the thing that ticks me off the most, on the bottom of the machine, one of the 3 screws on the bottom is sticking out by alot. Enough to feel it passing your hand over it, and enough to scratch my desk every time I pick it up or put it down. How in the world could they have missed this?

I called apple yesterday, and they have the gall to ask me to trust them to antoher repair. Frankly, the first 3 times I got the CD-RW replaced, it kept having problems shortly afterwards. This time they not only didnt fix the machine, but they showed a lot of unprofessionalism and neglect putting my machine back together.

I don't plan on sending my ibook in unless i get a more permanent fix, which they have no way of assuring me seeing that 4 out of 4 repairs did not work.

More later when I give them another call today... anyone as peeved as me?

rjenkinson · Jan 21, 2004, 10:48 AM

demand a replacement machine.

-r.

vvedge · Jan 21, 2004, 12:34 PM

Originally posted by rjenkinson:
demand a replacement machine.

-r.

ooh, I was a bit rushed to get out the door, so I left out what they said about that.

Basically, they want one more crack at it before they even consider a replacement machine. Which, I'm really not willing to give them if they're just going to do the same thing they did last time.

If the repair does seem ok at first (as it has several times), I may go on and think it is alright until problems begin reoccuring in a few months, months I don't have with applecare expiring in less than a year.

Frankly, I don't think they deserve a 5th chance in repairing something that should have been fixed the 1st time... 2 years ago!

fhoubi · Jan 21, 2004, 06:56 PM

Apple is outsourcing their repairs (here in the Netherlands). With my first logic board repair they scratched completely my top cover (one right deep thru the apple logo).

Sometimes they just sx...

Person Man · Jan 23, 2004, 03:22 PM

Originally posted by vvedge:
ooh, I was a bit rushed to get out the door, so I left out what they said about that.

Basically, they want one more crack at it before they even consider a replacement machine. Which, I'm really not willing to give them if they're just going to do the same thing they did last time.

If the repair does seem ok at first (as it has several times), I may go on and think it is alright until problems begin reoccuring in a few months, months I don't have with applecare expiring in less than a year.

Frankly, I don't think they deserve a 5th chance in repairing something that should have been fixed the 1st time... 2 years ago!

Tell them that (politely!)... They had 4 chances to fix it, and now, only a replacement will make you happy.

amazing · Jan 23, 2004, 04:16 PM

Just very politely and firmly call them back and work your way up the Customer Service chain of command. Perhaps if you're tenacious and politely firm enough they'll authorize it. You'll at least have laid the basis for the next botched repair.

If you're still required to send it in, then do it right away. Why wait? Yes, it's a hassle, and no, you shouldn't have to do it, but you might as well get it over with.

vvedge · Jan 23, 2004, 05:04 PM

Well, I called again just intending to make sure they repair it right this time.

I also had to clear up their misconception that I
ve had 3 repair to my iBook's CD-RW, not 4. The truth is, there were 4.... 1 got lost because of a serial number mismatch that they were responsible for.

But that didnt matter, I got a really nice guy this time and he understood how frustrated I was. He didn't get me the replacement, but he made me a promise, that he would replace the machine after this repair fails (notice how sure I am it will fail)

He put this promise in the case notes (so there's no more arguing the fact that a replacement is due) He even gave me his extension to call him directly.

So with this next repair I have to hope for the worst... which would be the best...

vvedge · Jan 27, 2004, 10:40 PM

Well, that didnt take very long...

I got my ibook back from "repair".... BIG Surprise...

It's still not fixed... again.... like I said wouldn't...

I went to the Apple Store, got them to confirm the hardware issue again... now all I have to do is call the iBook specialist who promised me that he would replace my machine after this repair failed...

The wheels are in motion

bleee · Jan 28, 2004, 01:00 AM

Man the cost of shipping/man hour/replacement parts alone are probably greater than the cost of a new iBook. Sometimes I wonder why companies choose to do things the long hard way.

vvedge · Jan 28, 2004, 09:04 PM

It's over...

My long ordeal with this iBook is finally over...

6 repairs.... 5 cd-rw drives later... i can finally put my ordeal with Apple Support and repair people... behind me.

Looks like I'm getting an iBook 800 mhz G4, 30 gig, etc... + the internal bluetooth which I was wlling to pay for, but he felt sorry enough to give it to me for free.

This being the hopefully last time I deal with Apple's repair staff... so glad it's over.