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Apple Care unaware of White Spots on 15" Al PB
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Fresh-Faced Recruit
Join Date: Feb 2002
Status:
Offline
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I just got off the phone with Apple Care, having talked to "Dave" who claims to be a "portable" expert.
I reported that the new 15" Aluminum PB I ordered on day one, 9-16-03, has developed so many white spots that they now form a huge "L" in the center of my screen.
I told him that they developed shortly after I got the PB on 9-21-03, and that I had been waiting until I could be sure if I sent it in for repairs, that the repair would not have the same problem.
He had me start up from the PB CD to see if the spots went away. They did not.
He said that he had NEVER HAD A CALL regarding this issue. I was the first person to report any "White Spots on the Aluminum 15" PB Screen". And, he reiterated, he was a "Portable Specialist." He put me on hold for 5 minutes to talk to the senior person in charge -- who also knew nothing about white spots!
He offered to send me a shipping label to return the PB for service, but I said I would not do that until I was certain that the problem had been identified and that the fix was for real. I told him many people reported that they sent their 15" PB in for screen repair, only to have the same problem show up again. He said that that was highly unlikely because, "Apple would take very seriously any repair problem that re-occurred after repair." He also told me not to believe anything you see on "Rumor Sites."
I just asked him for a case number and told him I'd do the service later.
I AM STUNNED!!!! Is it true that Apple Care has never heard about this problem? Does anyone have an "Official" Apple statement that recognized the "White Spot Problem?"
Obviously, it is too early to get a repair if Apple does not yet even know there is a problem!!!
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Dedicated MacNNer
Join Date: Jul 2001
Location: State O' Maine
Status:
Offline
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In hindsight, when he said he had never heard of the problem, you shoulda' thanked him, hung up, and called back for another rep ...
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HWMO: 2.5gHz DP G5, 1.25 gHz 15" AL PB, 1st Gen iPod, Shuffle
SWMBO: 0.8 gHz 15" FP iMac, 0.5 gHz iBook, 3rd Gen iPod, Shuffle
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Fresh-Faced Recruit
Join Date: Oct 2003
Status:
Offline
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The support guy I talked to said he had only had one other person with the white spots, but he also said that he isn't in contact with the repair people, and that he wasn't sure how prevalent the problem really was.
Long story short, the tech support people aren't kept in the loop about all issues. They have certain things that they can tell you, but keep in mind that they aren't omnicient and can't know everything you know. Just be patient with them.
I know it's too late to say this, but you probably should have opened a case with them the instant you noticed the problem.
And as mainemanx says, call back now and get another rep, likely one who will be of more help.
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Dedicated MacNNer
Join Date: Jul 2001
Location: State O' Maine
Status:
Offline
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... tech support people aren't kept in the loop about all issues ... they aren't omniscient and can't know everything you know. Just be patient with them ...
Yes, good points all ... be patient and polite ... in fact my rep was so informed, so polite, and so patient with me that I ended up sending in mine immediately�when all I had intended was to get a case number!
'Cost me two weeks without my machine, but now I'm a very happy camper!
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HWMO: 2.5gHz DP G5, 1.25 gHz 15" AL PB, 1st Gen iPod, Shuffle
SWMBO: 0.8 gHz 15" FP iMac, 0.5 gHz iBook, 3rd Gen iPod, Shuffle
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Forum Regular
Join Date: Apr 2003
Status:
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Originally posted by mainemanx:
Yes, good points all ... be patient and polite ... in fact my rep was so informed, so polite, and so patient with me that I ended up sending in mine immediately�when all I had intended was to get a case number!
'Cost me two weeks without my machine, but now I'm a very happy camper!
Two weeks without your Powerbook is unacceptable. It seems this is the norm for repairs of the screen issues. I had a logic board and outer case replaced on a Ti 667 and total down time was three days. Everyone that is having the screen issues should not be "ok" with being without a NEW computer that is defective out of the box.
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Admin Emeritus  Join Date: Oct 1999
Location: Zurich, Switzerland
Status:
Offline
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Just because Apple says they haven't heard of the problem doesn't mean they haven't heard of the problem.
tooki
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Dedicated MacNNer
Join Date: Aug 2003
Location: Portland, OR
Status:
Offline
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Well, I finally called Applecare about my white spots. The tech was friendly and took all my info and schduled a repair without thinking twice. I have been putting this off as my spots grew. So if you get a tech the 'doesn't know', just call back. You will eventually get some help. I know that is lousy advice.
-b
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