Apple messed up repair...how to get a replacement?

[PDE]

My girlfriend's macbook was sent in for repair through the Soho Store - the infamous spontaneous stress cracking which they said was a documented issue. That was the 4th major repair (first was the LCD, second was the inverter, third was the battery and then the crack). Anyway, they replaced the bottom case which is a major operation, so major that putting it back together seems diffic ult. The macbook came back with a nick in LCD, the right hinge thumping every time the display is opened, the battery quite seriously unflush and the trackpad no longer providing any physical feedback (it's like pressing on hard surface on the sides and a little feedback in the middle - but no more clicking).

My girlfriend is mostly upset about the nick in the display. It's very small, but it's in the middle and looks like a coarse hair and is annoying. I think that everything should be the way it was when she sent it in, minus the problem for which it was sent in for.

She's going to call apple today to see what they can do. I think she deserves a replacement given how many issues there have been. What is the best way to approach Apple on this? I've had many replacements, but usually on new computers, so I'm not sure what is a good approach for one that is almost a year old...any thoughts?

thanks,

Peter

 

[jaws01]

I recently got my 2.0 CD replaced with a new 2.16 C2D after having 4 problems in one month, I had to keep going back every week.

I basiclly called apple and told them is it normal to have this much problems in one month? The CSR looked in my warranty history and he agreed it was alot. I told him that I have been so unproductive with my MB for past month and I wish for a replacement, even a refurbished one. I also mentioned that I have now "lost faith in my MB". The CSR totally agreed with me and transfered me right away to a Product Specialist, where they put in a replacemnent request order.

It was a pretty simple process, they email me shipping labels, printed them, and dropped then off at UPS/FEDex. Once they receive confirmation that UPS/FEDex has it, a new one was shipped to me. I got it in about 3 days.

My suggestion is to be calm and not demanding them to replace it.

 

[PDE]

thanks. She called Apple and they said they can repair it again, but also offered several hundred dollars toward a rental unit while it was repaired. Refused to replace. The Soho store replaced it for her with a new core2duo that is perfect in every way! Great service and surprisingly little hassle. Kudos to the Apple Store and the great genius who helped her!

 

[iW00t]

thanks. She called Apple and they said they can repair it again, but also offered several hundred dollars toward a rental unit while it was repaired. Refused to replace. The Soho store replaced it for her with a new core2duo that is perfect in every way! Great service and surprisingly little hassle. Kudos to the Apple Store and the great genius who helped her!

Hmm, the store has a different policy than Applecare?

 

[PDE]

Indeed, that seems to be the case. I don't get the impression that Apple has very clear policies for these things - it all seems arbitrary and dependent on who you talk to. Hardly confidence-instilling and a sure way to make customers feel unsure and insecure about things. All's well that ends well...I guess.

 

[pianos101]

if all else fails..... sjobs@apple.com and politely tell them your story. You'll get a call next day from someone at corporate executive relations who will work the situation out with you.