[Inkreef]

Hi,

I bought my first Mac (a White MacBook 2.0Ghz) back in February 2007. My transition from the Windows world went well and I really enjoy my Mac... until:

The white shell on my Mac started to crack. A piece of plastic broke off from the enclosure (next to the trackpad, but not on the same spot where the "plastic bars" from the screen drops when I close the lid. I noticed that most of my current enclosure is cracked (near the USB/Firewire/Magsafe ports and pretty much everywhere around, there seems to be 1 to 2 cm black cracks).

And... on the same week, my 80Gb Hard Drive died. Impossible to restore it (I've tried Target mode + Disk Warrior + Data Rescue).

It was time I call Apple Care. Oh, and let me clarify; Apple Care Canada.

After 55 minutes of waiting on the phone to get my first Apple Care specialist, I explained my problems. They filled an electronic form and gave me 2 repair #. I've then asked, "What is a repair #"... Answer: "For you to go to the nearest Apple Specialist and get your MacBook fixed."

I live in Northern Canada (Near the North East Territories to be precise) and my nearest Apple Specialist is 6 hours from my home town.

I've asked if it is possible to get a return box to send them back my MacBook to be repaired. Answer: "It is available in the US but not in Canada. You can always try to call you Apple Specialist (which is in Grande Prairie, 6 hours from my town) to ask him if you can send him your MacBook by mail, at your expense and at your own risk."

After 2 hours I first called Apple Care, I hang up, more frustrated than ever.

Last, but not the least, I purchased an Airport Extreme base station (on the Online Store) and got the package without the Power Brick. Had to call them again and wait for an hour to get everything done.

- Is it me or Apple (Canada) have the worst consumer service ?
- Is there any way to get them to send a return box, especially because my Apple Care ends on Feb. 21 !?
- Anyone of you have some bad Apple Care experiences (especially Canada) ? I'd like to complain to someone, but who ? Nobody @ Apple seems to Care.

Apple Care

ADD #1: Just to make sure, I'm always carrying my MacBook in a neoprene sleeve, and I NEVER dropped it on the floor.

[larrinski]

The telephone support has been atrocious for me too. The return box issue must be new, as I have sent back an imac via a return box program, as well as 2 ipods. All I did was get an email from Apple with a printed label attached, that I taped to my imac box, and off it went. Postage paid! I would ask for customer relations to get a solution. Explain the travel time. I complained at having to drive an hour, and they seemed to understand. As for backing up their product, I had excellent service, and they even upgraded me from my wacky G5 imac, to an Intel imac under warranty.

Good luck!

[pcryan5]

I had a run in with Apple Canada over my iPod repair. After sending a few emails and getting no response I decided "the hell with this" and filed a complaint with Better Business Bureau online. Within two days they were on the phone and the issue was resolved.
My two cents - if they can ship you laptops when you buy them they should (profanity deleted) allow you to ship them back when broken.

[ginoledesma]

i've dealt with Apple Care both in the US and Canada, and I can definitely say that the latter treats you like second-class citizens. I've had to call in service for my MacBook Pro, iPod, and Airport Extreme Base Station on separate occasions, and in each time I've had to endure long waits (15+ minutes), and all initial "resolutions" was, without fail, "take it to the nearest Apple-authorized Service Center", which in Vancouver, BC meant either The Source by Circuit City, Future Shop, or Best Buy. There are other local service centers but I've been disappointed with their services thus far. The wait times for service can be unbearably long (> 3 days for an initial diagnosis).

The worst I've had to endure is with my AEBS, which kept on freezing and dropping my wireless connection. They told me that if they were to diagnose it and find nothing wrong, they'd charge me the cost of a brand new unit. That's what pissed me off and told them I'd definitely be complaining of their sub-par service.

I'm glad that Apple is going to open a retail store by 2010 (before the Winter Olympics). Hopefully their service improves even by a little bit.

[drnkn_stylz]

It is quite unfortunate what happened with your 'Book, but it does sound like Apple will take care of you.

Now, I live in Canada as well, and you live in quite a remote area of the country. Do you honestly expect a depot to be available there? I live in Winnipeg (for you Yanks, it's the capital city of Manitoba) and we only have two Apple depots, and for other brands (Windows based) we don't even have very many.

I;m sure Apple is happy to help, but it would be pretty hard for them to give you on sight service considering how far north you are.

[pcryan5]

<>I live in Winnipeg (for you Yanks, it's the capital city of Manitoba) and we only have two Apple depots, and for other brands (Windows based) we don't even have very many.

Smile - keeping perspective here - I do believe Winnipeg is larger then say - Boston?

[pcryan5]

<>Do you honestly expect a depot to be available there?

Actually according to the OP - no. He "asked if it is possible to get a return box to send them back my MacBook to be repaired."
Seems reasonable enough to me.