12" G4 PB Dead Logic Board, Frustrated Owner

[niter]

My husband's PB's mother board kicked the bucket last Sunday. We were thankful that he has applecare for the computer and thought that getting the problem repaired would be a simple task. Unfortunately, the whole process has not been easy and is quite frustrating.

The first call my husband placed to Apple, the applecare person was short with him and rather rude. He was repeatedly told that he could not get his computer fixed locally (though he bought the computer from our college and our college is the only licensed Apple store/service location for 40 miles). He was told to drop the computer off at a Best Buy (40 miles away). He called Applecare later on in the afternoon and talked to another person who said the motherboard sounded broken, that he would have to drop the computer off 40 miles away, and that in order to lessen the blow he could sell my husband a BRAND spanking new computer off of his "special personal list" for Apple users down on their luck. Since this is my husbands work computer (he works for a small company) as well as personal computer, he took the associate up on the sale of a G5 and asked twice if it was new vs. refurbished (to which he was told it was brand new). As soon as my husband got off the phone, I checked the refurb page and ALL the computers my husband was offered, including the one he bought, were listed! We do not have a problem with refurbished computers, but the principle of being lied to to make a sale is deplorable.

Still frustrated, my husband called our university bookstore where he purchased the PB. The told him as it was under Applecare they would handle all the repairs in town. He dropped the computer off Monday morning and sure enough it was a broken motherboard. He received a call Tuesday from the repair shop stating that the computer could not be fixed in any known time frame because Apple no longer MAKES the motherboard for his computer.

My husband immediately called Applecare again and they refused to help him or discuss his case. The accused him of taking it to a non-licensed repair site. He argued with the associate until the manager was called on the phone and they called the repair shop and found out indeed it was a licensed shop. At that time, they put my husband on "top priority" to receive a motherboard from any location in the country as they no longer produced them and had no idea how to find one.

Friday, a motherboard thankfully arrives and is installed. Turns out it is BROKEN. My husband calls Applecare again and in a nutshell he is told too bad and he has to wait until another motherboard can be located. As a significant part of my husband's job involves grant writing and I am a student in need of my laptop, he was forced to buy a Mac Mini yesterday. He always wanted a desktop so that is not a huge deal, but I think it is pretty sad he was left with no other choice other than to BUY another computer.

It is very frustrating that we spent the extra money on Applecare and yet the result of it thus far is rude service, attempts to sell us other items that are not what they claim them to be, and being left hanging without resolution. Yes, we are happy that the computer will be fixed for free, but at this time nobody knows when it will be fixed. What if we had not been in the financial position to purchase a backup computer? What is the point of even having Applecare (yes, I know I say this with a grain of salt because technically we should get *something* and our repairs for free)?

Any suggestions on how to proceed with this whole debacle? We are very loyal Apple users and this treatment is very disturbing. We would like to think we talked to a couple bad employees as this all seems very non-Apple, but we have a LIST of people that were rude and disagreeable. My husband is a lot nicer to people on the phone than I am so I know this is not a case of us just being disatisfied.

 

[niter]

one other thing....

We DID call the Best Buy on Sunday and talked to multiple people that told him they had NO idea what he was talking about because they never ship Apple products to Apple for repair.

 

[California]

i don't know what you are talking about. I have never had this kind of rude response from Apple, and they repaired and replaced two pb logic boards from different computers for me at separate times.

I don't understand why you don't just do the tried and true method of having them send you a shipping box and shipping it directly into Apple.

The local Apple store techs cannot do this kind of repair, from my experience, and my University Apple tech is very very good. What I have done, is have the Uni APple store send the computer in for me. This way, I am not stranded if I happen to be out when the shipment arrives, I can pick it up at my leisure from the Uni Apple Store.

So, that's what I would do. I would go into the college apple store and have them ship it to Apple for me. logic boards are not easy fixes. If they can't fix this for you, they will offer you some sort of consolation. But try to get it fixed first, and back up your data yourself via a firewire drive.

Also, when you get it back, watch the heat issues. I have the 1.5ghz 12" PB and it gets very hot. Heat ages components. Get a stand that increases airflow and air circulation and don't let the fan go on. Get smarter about your computer, as well, so you don't lose your temper with Apple. I know that it was a lot of fear that I had when I had my first problem with a pb -- it was my own problem, not theirs, btw -- and it made everything worse. They are not the bad guys. They will honor your Applecare but remember they keep a record of all your calls into them and the last thing you need is a bad "rep" from Apple.

 

[niter]

Wow. It seems you have read in my frustration a lack of knowledge on my part.

First off, we take *excellent* care of our computers and do have them on iCurves. When my husband went to bed, his computer was asleep on the iCurve not making a peep (fans off). When he got up in the morning, the computer was still asleep with fans off and he opened it to watch the screen flicker and then flash up ? with a filefolder. When we take our computers out, they are stored in sleeves inside incase bags (which are well padded) for all of the 10 minute commute to his work and my school. Additionally, our house is kept at 63 F or lower so heat is not an issue.

**** happens. We realize this. This is still why we are still Apple users. We were both STUNNED with the way Apple has been handling this. I was particularly stunned because my husband was extremely patient and poliete despite the behavior on the other side. He hung up the first time and was confused. The second time he said he was told it was Limewire's fault--but he was not even asked if he was a limewire user.

Our university has a long time standing with Apple (Virginia Tech) and our repair location not only provides assistance to campus buyers but also the local community. Apple did not offer to send a box. They told my husband if he dropped the computer off at Best Buy, they would send Best Buy a box, yet Best Buy had NO clue what he was talking about when he called them (to save himself the drive there). When my screen on my iBook was faulty, I took my computer to the University repair store to ask them their opinion. As the computer was under warrenty, the contacted Apple and had my screen repaired very nicely, very rapidly. Since our university has reliable repair service and is a licensed Apple repair center, all computer dropped of at the bookstore are automatically taken to the repair center and Apple ships parts overnight to them.

While Apple computers are on par with perfection, they still are computers. We realize this. This is why we have already had everything backed up on an external hardrive. This is why we did an additional firewire transfer of his files onto my iBook.

What I am frustrated about is that we are not just ignorant users. We covered all our bases, got applecare, and were very patient with the personnel we spoke with (hell they are doing their job too). Yet, we were given shady stories and treatment that is not what our previous experience with Apple has been. The purpose of my post was to inquire over what to expect when no motherboard can be found....what can we ask of Apple...is our current treatment standard for Apple?

California, I am very glad that you have had excellent service--this is what I expected of Apple and this is why we are Apple consumers. I understand logic boards are difficult to repair, but this is more an issue with Apple not being able to provide a working logic board to even install. Apple stated that they no longer produce said logic board yet cannot provide my husband with any answer as to what can be done to repair the computer (other than wait to see if another board shows up). We did not expect to snap our fingers and have the computer fixed. However, Apple should be able to provide information as to what steps will be taken to honor the warrenty if a mother board cannot be found.

Obviously we are not "oh whine I hate Apple now" because when it came down to buy a computer yesterday, he plunked his money out for an Apple. And we would have taken a refurb G5, but opted out based on the principle of being lied to.

 

[California]

Then pretend nothing has happened so far and have the college store ship to Apple. Keep all receipts and call Apple to make sure they got the shipment. If what you say is true, then they WILL be obligated to help you get a new computer. Perhaps that is what all the fuss over this model logicboard is actually about.

Ask them EXACTLY what has failed on the logicboard, too. We're all curious.

 

[niter]

Then pretend nothing has happened so far and have the college store ship to Apple. Keep all receipts and call Apple to make sure they got the shipment. If what you say is true, then they WILL be obligated to help you get a new computer. Perhaps that is what all the fuss over this model logicboard is actually about.

Ask them EXACTLY what has failed on the logicboard, too. We're all curious.

Believe me, when (and if) we find out what is wrong with logic board, I will post. My meticulous husband has everything on paper (every receipt, even a personal log of everyone he has talked to). I am not really sure how we can just pretend nothing has happened with the computer and then call Apple. First, the college, as a licenced Apple store and Apple repair location, does not by default send anything out. All Apples are automatically transfered over to campus repairs and what is out of scope for the store, is sent out. As there have been calls made to the repair center while my husband was on the phone with Apple and the fact that Apple now wants to seend part to the repair location instead of having the computer sent to them, we are not sure how to pretend nothing has happened.

I did not mean this post to sound combative! I am simply confused.

 

[California]

You will force the issue if you just take it into the campus store. Have them diagnose it. Then they will most likely have to have it shipped out to Apple. You got some dumbies at Apple on the phone. Chalk it up to that. Insist that nothing yet has been done to repair the machine and you want to doublecheck that it IS a logicboard problem. They have to diagnose it for you under APplecare. You are in the right, go for it.

 

[mklos]

I would also keep a log of what you've been told so that if a logicboard isn't available for that PB, then you can speak to a manager, explain how you've been getting the run around since day one. Then the manager has to kiss your ass (figuratively speaking) and if he/she doesn't, take the complaint to the attorney general in your state and let them handle it.

If Apple can't fix a computer under warranty for whatever reason and they can't prove that it was customer abuse, then they're obligated to send you a computer of equal value. So in other words, you could possibly get a new 12" PowerBook, or if this goes so long that there are no longer any 12" PB's left, a MacBook Pro, or MacBook (iBook).

 

[niter]

Thank you for the responses. I forgot to mention that the computer is currently at the college repair store. They have had it all week and have also been talking with Apple. They confirmed that the computer was in excellent condition (even the hardrive is still working as we also were able to firewire off last minute files before dropping the computer off). They also relayed to my husband the bizzare "no mother boards available for this computer, you are on the wait list" from Apple. Apple told them and my husband seperately to wait for a new logic board.

Friday, when my husband picked up the computer during lunch, it did not even turn on. The individual who has been speaking to Apple as well and working on his computer said he had the computer booted up after the repair and then shut it down for pick up. He was just as confused over new motherboard failing so quickly that when he got the computer back that afternoon, he ran a full system test on all the components. Everything is working except the motherboard. He was kind enough to drop all other repair work for my husband's computer (believe me there is a huge workload on a campus of this size).

Right now, the computer is sitting at the repair shop waiting on Apple. There is a paper trail for everything (including the shipped mother board from Apple to the repair center). The repair shop even still had the box it was shipped in incase there was shipping damage so that Apple would know what happened.

We just want the computer back! I am wondering if the next logic board is broken too, how long can we do this back and forth with Apple (nice associates or no).

Again, thanks!

 

[mklos]

Well if you get this 2nd new logicboard, and it fails, then there almost has to be something else wrong with it thats causing the logicboard to fail. Maybe a drive or something has a short in it or something like that. You'll know for sure in time.