Apple doesnt want to replace MacBook Air with warped chassis

[Cerano]

Spent hours talking to Apple Care on the phone. Is it true that the Customer Relations Officer is the highest level of escalation? I am very frustrated with AppleCare because after so much explaination including pictures.

Has anyone received a replacement from this warped chassis? Sucks that my set is pretty new 1 month+++

What do you guys think i should do. They insist i check my set in and replacement is not an option

 

[secksthoi]

Spent hours talking to Apple Care on the phone. Is it true that the Customer Relations Officer is the highest level of escalation? I am very frustrated with AppleCare because after so much explaination including pictures.

Has anyone received a replacement from this warped chassis? Sucks that my set is pretty new 1 month+++

What do you guys think i should do. They insist i check my set in and replacement is not an option

EDIT: Actually, I don't know how bad yours may be. So fight the power.

 

[iStudentUK]

How bad is it? Try to be objective, not emotional. Does it make the device unusable?

What country are you in (makes a big difference)?

 

[iVeBeenDrinkin']

Pix

 

[Cerano]

im in Singapore

they insist on repairing it which I do not want

Is there any middle level Apple Customer Relations Executive's contact that I can have?

I told the lady many times that other people under the same circumstances have had their replaced but she insisted its on a case-by-case basis but i told her the circumstances are the same.

The set is not unusable but it rocks alot you can feel it and its annoying.
You can feel the difference from the other 3 sides and you actually slot a card under because the black rubber doesnt even touch

I will post pictures later my MBA has not been damaged at all. I have Wrapsol, SF Suede Sleeve and a Neoprene Case. I keep it in all 3. This is terrible. There isnt even a a scratch on it its basically brand new.

Is it normal to get a replacement? Should a warped chassis demand a replacement?

 

[ZipZap]

If I apply my engineer hat....it's most likely, that once they get it back they will replace the chassis.

Now, they may not be inclined to remove everything to do this...so I bet you will get a replacement in the end.

If you feel you need to fight, stop calling customer service as you are trying to be heard from the bottom up.

Instead, get the corporate office phone number, call and ask for the office of the president, or the VP of customer relations. Once you reach that office be kind and calm with you explain to the Admin why you felt compelled to call outside of channels.

Most companies have some form of executive customer relations team. But remember, be kind and make them think you are so disappointed that you cannot get the help you feel you deserve. Remind them you are an Apple fan and a long term customer.

Whenever I have had to take this route, I have always been taken care of...this will be your test of just how customer oriented Apple really is...

 

[iStudentUK]

im in Singapore

they insist on repairing it which I do not want

<snip>

Is it normal to get a replacement? Should a warped chassis demand a replacement?

Unfortunately I know nothing about consumer rights in Singapore!

My first thought is how do they repair just the chassis? Seems pretty integral, wouldn't it effectively be a replacement?

I doubt you are entitled to a replacement legally (again don't know about Singapore), so you may well have to take a repair.

The other option is take it in a talk to the genius, often being friendly with them is helpful.

 

[gr8tfly]

If it's like the first gen, a warped bottom cover can usually be fixed by removing, then retightening the fasteners. I doubt the unibody chassis itself is warped.

I don't know if this info helps, other than knowing it probably won't need major surgery if you do need to send it off for repair. If you have an authorized repair center you can take it to, they can probably do the adjustment same day. (As far as I can tell, you have no Apple Store in-country.)

 

[Cerano]

If it's like the first gen, a warped bottom cover can usually be fixed by removing, then retightening the fasteners. I doubt the unibody chassis itself is warped.

I don't know if this info helps, other than knowing it probably won't need major surgery if you do need to send it off for repair. If you have an authorized repair center you can take it to, they can probably do the adjustment same day. (As far as I can tell, you have no Apple Store in-country.)

hello mate i dont think the bottom cover is warped.

this is as if it were as i have seen for first gens, the point of contact along the side ridges wouldnt be perfect anymore. as for mine it fits well.

they told me 4 working days minimum to repair it and they would have to order in the parts from the warehouse too

yes there isnt an apple store in this country
****ing sucks when we pay more for less

 

[Cerano]

Unfortunately I know nothing about consumer rights in Singapore!

My first thought is how do they repair just the chassis? Seems pretty integral, wouldn't it effectively be a replacement?

I doubt you are entitled to a replacement legally (again don't know about Singapore), so you may well have to take a repair.

The other option is take it in a talk to the genius, often being friendly with them is helpful.

hi mate

everyone seems to be able to get a replacement and when this is warrantied internationally and when we are all paying the same price

sadly there isnt an apple store in my entire country

 

[Cerano]

If I apply my engineer hat....it's most likely, that once they get it back they will replace the chassis.

Now, they may not be inclined to remove everything to do this...so I bet you will get a replacement in the end.

If you feel you need to fight, stop calling customer service as you are trying to be heard from the bottom up.

Instead, get the corporate office phone number, call and ask for the office of the president, or the VP of customer relations. Once you reach that office be kind and calm with you explain to the Admin why you felt compelled to call outside of channels.

Most companies have some form of executive customer relations team. But remember, be kind and make them think you are so disappointed that you cannot get the help you feel you deserve. Remind them you are an Apple fan and a long term customer.

Whenever I have had to take this route, I have always been taken care of...this will be your test of just how customer oriented Apple really is...

thanks mate
any idea how i can find this corporate office phone number?

 

[iStudentUK]

hi mate

everyone seems to be able to get a replacement and when this is warrantied internationally and when we are all paying the same price

sadly there isnt an apple store in my entire country

No store?! Sorry to hear that!

Unfortunately, just because other people are getting replacements doesn't automatically mean you are entitled to one as well (I know it sucks). However, it isn't good practice by Apple to treat you differently- make that clear to them.

I'd take ZipZap's advice, seems good. Customer service is all about climbing up the ladder. (I called my ISP the other day, went through 5 people until I got high enough for them to do what I wanted).

 

[Cerano]

No store?! Sorry to hear that!

Unfortunately, just because other people are getting replacements doesn't automatically mean you are entitled to one as well (I know it sucks). However, it isn't good practice by Apple to treat you differently- make that clear to them.

I'd take ZipZap's advice, seems good. Customer service is all about climbing up the ladder. (I called my ISP the other day, went through 5 people until I got high enough for them to do what I wanted).

yup that sucks mate

i even tried explaining to the lady on the phone but she just wouldnt hear any of it.

ill speak to their VP of Customer Relations tomorrow if I can find their number

 

[Cerano]

i hate how the haughty customer relations officers are over the phone

what the one today told me was

basically i am the highest you can escalate it to. i make the decision and im sorry but a replacement is not an option for you.

when asked why others are able to get replacements

she said im unable to comment on this.



i have managed to obtain their corporate address and number. Who should i look for in the corporate office? What is the highest ranking executive in a said country?

 

[superego]

Those warped cases are way too common. Even MBAs I tried out in a store were warped. I think the case itself can be warped or it can be a result of poor assembly. It's an extremely irritating defect, because the laptop rocks back and forth all the time.

Anyway, if your MBA is otherwise flawless, I think you should settle for a repair. The replacement could have the same issue or some other problems your current laptop doesn't have. That's the reality of Apple quality.

 

[ZipZap]

I looked up the domain (apple.com)

Try these:
+1.4089744286
+1.4089961010
Fax: +1.4089741560

 

[Beau10]

i even tried explaining to the lady on the phone but she just wouldnt hear any of it.

Could you please post pictures? I want to see how bad this actually is.

As I mentioned in a thread you posted previously, this was surprisingly easy to fix for me. The chassis is very delicate, just a minor twist got mine to deflect by a few millimeters side-to-side. Have you tried this? If not please give it a shot.

Even if you get a perfect chassis out of the box, this issue will likely manifest over time if the device is ever used on uneven surfaces and you apply pressure to the palmrest.

 

[bcaslis]

I've had many Macs over the years. They have never replaced a Mac past the 14 day return period unless they at least attempt a repair first. I think it's very unreasonable to expect a replacement in this case.

As others have pointed out, it's simply that the bottom and top case aren't matching right. Loosening the bottom screws, placing it on a flat surface, and then retightening the screws will fix the problem. It's not a big deal, send it and it will be fixed if it bothers you so much.

 

[Beaverman3001]

They offered to repair it, seems pretty fair to me. Getting a new machine because your fully working one has a problem that can probably be easily fixed (replacing the case) it pretty high dreams sir. Plus phone reps don't know the logistics of fixing things, honestly most techs will see the warped case and send you a new one instead of taking the internals out and swapping them. Take your repair and stop crying.

 

[jlblodgett]

To the OP:

Have you even let an Apple store look at the computer? What you are describing does not sound like something that would rise to the level of a replacement -- certainly not without Apple getting a chance to look at the computer, first.

 

[AdrianK]

I looked up the domain (apple.com)

Try these:
+1.4089744286
+1.4089961010
Fax: +1.4089741560

How does that help? It's probably just the number for their domain registrar, it certainly wont be the number for anyone at Apple that can actually help.

 

[AdrianK]

To the OP:

Have you even let an Apple store look at the computer? What you are describing does not sound like something that would rise to the level of a replacement -- certainly not without Apple getting a chance to look at the computer, first.

There's no Apple store where the OP lives, apparently.

They offered to repair it, seems pretty fair to me. Getting a new machine because your fully working one has a problem that can probably be easily fixed (replacing the case) it pretty high dreams sir. Plus phone reps don't know the logistics of fixing things, honestly most techs will see the warped case and send you a new one instead of taking the internals out and swapping them. Take your repair and stop crying.

Agreed, 100%. I don't understand what the fuss is about, they're being completely reasonable.

 

[celo48]

Send an email to Steve Jobs with pics, etc. It MAY work.

 

[Cerano]

Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_2_1 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8C148a Safari/6533.18.5)

hi guys
ill give the corporate number a ring later and request the email of the highest ranking executive in this branch.

Can anyone chip in with persoanl accounts of whether they have received replacements due to large manufacturing faults such this a chassis failure either in this revision or the last

 

[bcaslis]

Wirelessly posted (Mozilla/5.0 (iPhone; U; CPU iPhone OS 4_2_1 like Mac OS X; en-us) AppleWebKit/533.17.9 (KHTML, like Gecko) Version/5.0.2 Mobile/8C148a Safari/6533.18.5)

hi guys
ill give the corporate number a ring later and request the email of the highest ranking executive in this branch.

Can anyone chip in with persoanl accounts of whether they have received replacements due to large manufacturing faults such this a chassis failure either in this revision or the last

You're just not getting this. It's not a manufacturing default, it's a simple adjustment. If it was so bad, why didn't you return it during the 14 day period instead of waiting a month? Let them adjust it and it will be better than new.