A painful experience

[reaper673]

First of all, I would just like to say this is not a whinging thread.

When the macbooks came out, I decided to switch and never looked back. For a few months, my macbook was fine, but that was soon to change. First, the touchpad, bezel and cd drive broke in a short space of time. This was repaired on the day at an apple store, and I was very happy. Then, a few days later my laptop stopped turning on, and I was told this was a logic board problem. This was sent off for repairs, replaced and given back to me. At this stage I was mildly annoyed, but saw that I was just unlucky. Then, when they returned it, I noticed the laptop did not recognise the battery, and it would randomly switch off. Back to the store, and they have to fix the battery connections which they broke in the repair. Now I am pretty annoyed. Then, to add insult to injury, THE DAY I GET BACK HOME, the backlight ceases to work. Back and forth, I have had to drive over an hour to get this thing repaired over and over again, and I am sick of it. I have never had this kind of problem with any hardware before. WHile I accept that apple aren't really to blame, I can't help but feel that they have performed some shoddy repairs, and have ruined my laptop.

What was the point of this story? I just wanted to show you all what an awful experience I have had, and to ask how I should go about this to make sure that apple acknowledge this, and do something about it. I consider the minimum they should do to be replacing the laptop with a new one.

Thanks

PS, Im in the UK if its relavent

 

[pianoman]

stories like this make me wonder why, after a few replacements and a logic board issue and more problems after that, people don't demand a replacement. i've demanded a replacement from almost every company where their product has failed and i've been given what i wanted (including Apple, when my iPod broke within the first 90 days and i demanded and received a new one).

i expect the consumer to be mad but to also be smart about what should be done. you have every right to be upset. but you have an even greater responsibility to know that you should not settle for this and to do what's in your best interest.

we at MR are not Apple and cannot do anything to help you. this is an issue you'll have to sort out for yourself and it seems you don't know how to speak up when they say "we'll send it in for repairs"; you should say "i want a new one."

 

[cynerjist]

i want to commend you for the reasonable tone of your post after what you have been through. there have no doubt been tantrums, over less, in my short tenure on the board.

you got a lemon, politely demand a replacement.

 

[reaper673]

Well, last time I asked for a replacement, I was met with a blunt statement that they would not do so (this was after the battery issue) and that if problems continued, then they may CONSIDER it.

I am very aware that this isnt apple, but I have never had this problem before and was wondering what the best course of action was, ie filling a complaint with apple, or just walking into the apple store and swearing up a storm

 

[cynerjist]

i would go to the store, and insist on speaking with a manager or other decision maker. i would then calmly lay out the history of issues, which they can verify. i would then express my lack of confidence in your particular laptop as so many independent parts have failed. i would then stress the monetary and time expenses you have been burdened with as a result of the malfunctions. i would politely demand a replacement, and they should oblige.

chance are people will be overhearing you explain your side. if you are calm and reasonable, they are almost forced to give you the consideration you deserve. if you start freaking out, you will start lacking credibility.

you might want to call the toll-free support number and start there. if the first person does not resolve your issue, politely ask to speak to a supervisor. Be firm, but polite.

 

[iMinnesotan]

In my opinion I think it would be reasonable to discuss a replacement with a store manager or someone at Apple corporate. You have been inconvenienced enough and you probably don't have much confidence that your issues with your MacBook will cease after all of the repairs. Be calm, polite but assertive and you might get what you probably deserve.

 

[Apple Corps]

reaper673 - why do you keep saying that Apple is not to blame and that this isn't Apple? Did DELL build the notebook you have or are you taking it to a SONY repair center

It is an Apple product and it is there responsibility to set things right afterall.

 

[mick4394]

reaper673 - why do you keep saying that Apple is not to blame and that this isn't Apple? Did DELL build the notebook you have or are you taking it to a SONY repair center

It is an Apple product and it is there responsibility to set things right afterall.

I second this motion!

 

[Apple Corps]

pianoman - I agree with you 100% What you outlined has been my experience as well. I make it a practice to ask questions before completing a transaction - including the salespersons name - and obtain assurances of an easy swap out should there be anything wrong within "X" period of time.

Also - mucking about with third party repair centers has limits.

 

[reaper673]

When I say it isn't apple's fault, I mean that I am not angry with them for this. I realise that they have given me a product that really should not be in the condition that it is, but its not as though they intended that this should happen. As the macbook came perfect (bar a pretty useless touchpad button), and all of these issues came later then I am much less annoyed then I would otherwise have been. But I agree that I shouldn't really defend them.

Plus, I will not touch third party repair centres. There is one very close to me, and I figured they would be less of a hassle to work with-big mistake. They promised me it would be done in 4 weeks, and I really couldnt afford that. When I asked for the laptop back, they made me come back the next day so they had time to find it. Absolutely useless.