APPLE REFUSING TO REPAIR OR REPLACE

[Al Y]

I have used Apple Mac's since 1984. Tech Support has gone downhill so much that for the first time I am suing Apple in Court. I live in Canada. Have others on here experienced suing Apple? Thanks for your input. Has anyone else experienced Apple doing tests only but not actually doing repairs (not just replacing elements)?

For about a year while under Warranty Apple Tech Support and Apple store was unable or unwilling to fix the issue.

I have never experienced such an attitude in 31 years of using Mac computers. After spending hundreds of hours on the phones with Tech Support and 3 trips to the Apple Store Now Apple is refusing to provide tech support, refusing to repair ny MacPro and refusing to replace it.

 

[TheGreenBastard]

Mind explaining a bit...?


Edit: MacPro... Sir, this is the Apple Watch forum...

 

[Mr_Brightside_@]

On what grounds are you suing them?

I think you'll find very little input here, and have provided very little information. You're in a David v Goliath situation.

You also may consider requesting to have this thread moved to the proper forum.

 

[keysofanxiety]

Again, as other people have said, we'd probably need a bit of detail about what's wrong with your Mac Pro and why they're refusing to help.

 

[Night Spring]

Has anyone else experienced Apple doing tests only but not actually doing repairs (not just replacing elements)?

With a computer, replacing elements can constitute repair. We once had an iMac that had faulty RAM. Apple ran some tests, and replaced the RAM. It's been functioning perfectly ever since.

 

[JayLenochiniMac]

Steve Jobs would say the following:

"I suggest you calm down."

 

[DeltaMac]

...
Has anyone else experienced Apple doing tests only but not actually doing repairs (not just replacing elements)?

... Now Apple is refusing to provide tech support, refusing to repair my MacPro and refusing to replace it.

Not sure what the OP is experiencing, but Apple repair techs seldom get to "repair" anything (they are not authorized to repair damaged parts or circuit boards), they replace parts (modules).

 

[Gregintosh]

I have a feeling the problem OP is having is intermittent and ao it's difficult to pin down. Might also explain all the trips and hours with support.

I can't imagine Apple seeing a problem and then just saying "nah, we won't fix this, go away and don't come back". Even without a warranty they'd at least suggest some out of pocket repairs.

Need more details on the situation before rushing to judgement.

As for suing Apple, I have my doubts. I used to work in tech support all the time and we were often threatened with law suits.

Should one actually happen I don't think a plaintiff has a chance, since they'll have everything documented including the terms of their service, warranty, software licenses, etc. which absolve them of exactly these kinds of claims.

I'm not a lawyer but the best idea I'd have is to have a lawyer write a letter asking politely for a replacement unit/exchange to avoid any further issues. Maybe they'd go for that.

 

[Al Y]

Mind explaining a bit...?


Edit: MacPro... Sir, this is the Apple Watch forum...

Thank you. I have never been on a Forum before so I apologize for not knowing about the process or the MacPro forum which I will now look up. Those who jumped me simply did their deed for reasons better known to themselves but maybe now they will listen to the details of my problem which the more patient and intelligent members requested of me.

DETAILS; I have a MacPro, System 10.10.4. I mostly use Safari, Pages and iMovie (all Apple programs). The scrolling has a mind of it's own and goes out of control to such a degree that sometimes on FaceBook I have difficulty getting back to finishing my post and often have to move on and start all over. When I am on Pages, especially if it is more then one page the scrolling just takes off on it own irradical course up [and down the page and is so uncontrollable that I can not stop it sometimes so I simply shut down and try again hours later. I have changed the key board twice (wireless and hard wired0, i have changed the mouse several times (wireless magic mouse and hard wired. Dozens of tech support people have spent hundreds of hour with me during the past year while it was still part of the warranty. On instructions I have taken the device to the Apple Store only to find out that each time all they did was use their 'TESTING' equipment which does nothing to solve the problem.

Using my MacPro became so frustrating and useless (I do a lot of writing) that I was forced to stop using it and buy another MacPro laptop. I am a licensed Amateur Radio Operator and I have built receivers and transmitters and at age 21 I built a television set. Having seen also many hairline cracks in solder on boards I feel there is a crack in one of the logic boards which causes interment meal functioning. I asked the Apple Techs to try exchanging logic boards (even used boards) until the issue stops but they can not do that they said unless their test equipment shows a failure. I understand their process system but nonetheless I am left with an unusable computer.

Since starting this short response the erratic scrolling took over from me as much as a dozen times. Imagine writing a technical lengthy report under thee conditions. I have talked to several ladies and a tech support man at Apple but to no avail. The last lady who admitted knowing nothing about the 'TECHNICAL STUFF' told me that Apple would not repair, replace or continue giving me support. The Tech man says he wants a movie of the problem happening but did not show me how to do that. I have since figured it out AFTER they shut the door. My posting was for no other reason but to warn others or the facts of my unfortunate experience with dealing with this issue and the shotty treatment of a faithful customer who have converted MANY of PC users to become Mac users. If anyone can help me solve the problem I would feel indebted. I have given very useful tips to many tech people at Apple when learning but now I am the one in need.

Thanks to the courteous persons who responded to my plea for help





Now Apple is refusing to provide tech support, refusing to repair ny MacPro and refusing to replace it. [/QUOTE]

I have used Apple Mac's since 1984. Tech Support has gone downhill so much that for the first time I am suing Apple in Court. I live in Canada. Have others on here experienced suing Apple? Thanks for your input. Has anyone else experienced Apple doing tests only but not actually doing repairs (not just replacing elements)?

For about a year while under Warranty Apple Tech Support and Apple store was unable or unwilling to fix the issue.

I have never experienced such an attitude in 31 years of using Mac computers. After spending hundreds of hours on the phones with Tech Support and 3 trips to the Apple Store Now Apple is refusing to provide tech support, refusing to repair ny MacPro and refusing to replace it.

Those who tried to make me look like an idiot are just worshiper of Apple as if they don' make mistakes. Thank you to the others who have tried to understand me. I am 81 years old and I feel cheated by Apple so yes I will take it to court and I will be glad to report back the results of my effort as only a very biased Judge would not rule in my favour.

 

[JayLenochiniMac]

So the real issue is you're unable to duplicate the problem for them. That's like taking your car to a dealer and they return it to you saying they've been unable to duplicate the issue and hence don't know what to do. You do need to document the problem and provide some evidence, even if it means taking a video of it.

 

[keysofanxiety]

Those who tried to make me look like an idiot are just worshiper of Apple as if they don' make mistakes. Thank you to the others who have tried to understand me. I am 81 years old and I feel cheated by Apple so yes I will take it to court and I will be glad to report back the results of my effort as only a very biased Judge would not rule in my favour.

OK, well at the risk of furthering the myth that you don't know what you're talking about, you've been referring to your MacBook Pro as a 'Mac Pro' all this time.

Are you sure you're not just accidentally palming the trackpad, causing it to scroll?

Also, to be blunt, you're the kind of consumer that drives tech support crazy. You insist there's a problem, yet you can't even get a video of the issue to them. How on Earth do you expect them to fix the issue if they can't duplicate it, or if you can't provide any information other than your angry insistence that it's there? There's only so much Apple do – keep replacing components and hopes it fixes the issue that the end-user claims is there – before it's diagnosed as a liveware problem.

 

[m4v3r1ck]

Which "current" Mac Pro (1.1-5.1) do you have?

 

[keysofanxiety]

Which "current" Mac Pro (1.1-5.1) do you have?

He doesn't have the faintest idea.

that I was forced to stop using it and buy another MacPro laptop.

 

[TheGreenBastard]

Thank you. I have never been on a Forum before so I apologize for not knowing about the process or the MacPro forum which I will now look up. Those who jumped me simply did their deed for reasons better known to themselves but maybe now they will listen to the details of my problem which the more patient and intelligent members requested of me.

DETAILS; I have a MacPro, System 10.10.4. I mostly use Safari, Pages and iMovie (all Apple programs). The scrolling has a mind of it's own and goes out of control to such a degree that sometimes on FaceBook I have difficulty getting back to finishing my post and often have to move on and start all over. When I am on Pages, especially if it is more then one page the scrolling just takes off on it own irradical course up [and down the page and is so uncontrollable that I can not stop it sometimes so I simply shut down and try again hours later. I have changed the key board twice (wireless and hard wired0, i have changed the mouse several times (wireless magic mouse and hard wired. Dozens of tech support people have spent hundreds of hour with me during the past year while it was still part of the warranty. On instructions I have taken the device to the Apple Store only to find out that each time all they did was use their 'TESTING' equipment which does nothing to solve the problem.

Using my MacPro became so frustrating and useless (I do a lot of writing) that I was forced to stop using it and buy another MacPro laptop. I am a licensed Amateur Radio Operator and I have built receivers and transmitters and at age 21 I built a television set. Having seen also many hairline cracks in solder on boards I feel there is a crack in one of the logic boards which causes interment meal functioning. I asked the Apple Techs to try exchanging logic boards (even used boards) until the issue stops but they can not do that they said unless their test equipment shows a failure. I understand their process system but nonetheless I am left with an unusable computer.

Since starting this short response the erratic scrolling took over from me as much as a dozen times. Imagine writing a technical lengthy report under thee conditions. I have talked to several ladies and a tech support man at Apple but to no avail. The last lady who admitted knowing nothing about the 'TECHNICAL STUFF' told me that Apple would not repair, replace or continue giving me support. The Tech man says he wants a movie of the problem happening but did not show me how to do that. I have since figured it out AFTER they shut the door. My posting was for no other reason but to warn others or the facts of my unfortunate experience with dealing with this issue and the shotty treatment of a faithful customer who have converted MANY of PC users to become Mac users. If anyone can help me solve the problem I would feel indebted. I have given very useful tips to many tech people at Apple when learning but now I am the one in need.

Thanks to the courteous persons who responded to my plea for help





Now Apple is refusing to provide tech support, refusing to repair ny MacPro and refusing to replace it.









Those who tried to make me look like an idiot are just worshiper of Apple as if they don' make mistakes. Thank you to the others who have tried to understand me. I am 81 years old and I feel cheated by Apple so yes I will take it to court and I will be glad to report back the results of my effort as only a very biased Judge would not rule in my favour.

Try downloading Malwarebytes and check if there's some kind of malicious addon or something installed in Safari that is potentially hijacking your cursor, or try downloading another browser such as Firefox or Google Chrome.

If all else fails, try reinstalling OS X. Since you've been using Macs since the 80s I'm sure you know how to do this. If not, a quick Google search will help.


By the way, if you can't duplicate this issue and it passes tests at a Genius bar there's nothing really they can do for you. Does not warrant suing Apple.

Good luck and report back on your findings with Malwarebytes.

 

[TheGreenBastard]

Cool down man! Let him answer my question as I try to help him!

Cheers

It's a MacBook Pro. Like other guy said, OP probably doesn't know.

 

[m4v3r1ck]

He doesn't have the faintest idea.

Cool down man! Let him answer my question as I try to help him!

Cheers

 

[TheGreenBastard]

Cool down man! Let him answer my question as I try to help him!

Cheers

What? Your question is irrelevant.

And why post the exact same thing twice?

 

[m4v3r1ck]

What? Your question is irrelevant.

And why post the exact same thing twice?

As far as I understand correctly, the OP switched from a Mac Pro to a Mac Book.

Sorry for my second post, in the first I wrongly did not quote the message.

Asking questions is often a part of the solution! "think different"

Cheers

 

[JayLenochiniMac]

As far as I understand correctly, the OP switched from a Mac Pro to a Mac Book.

I'm not so sure. Re-read the OP's sentence below:

Using my MacPro became so frustrating and useless (I do a lot of writing) that I was forced to stop using it and buy another MacPro laptop.

 

[Roller]

Try downloading Malwarebytes and check if there's some kind of malicious addon or something installed in Safari that is potentially hijacking your cursor, or try downloading another browser such as Firefox or Google Chrome.

If all else fails, try reinstalling OS X. Since you've been using Macs since the 80s I'm sure you know how to do this. If not, a quick Google search will help.


By the way, if you can't duplicate this issue and it passes tests at a Genius bar there's nothing really they can do for you. Does not warrant suing Apple.

Good luck and report back on your findings with Malwarebytes.

I generally agree with this post. If the scrolling problem is occurring as frequently as the OP says it is, it should be possible to duplicate for an Apple Store employee. As you say, they have to see the issue for themselves unless their test suite shows that there's a hardware or software fault. Alternatively, Apple would probably take a video as sufficient evidence to accept the computer for further testing, repair, or replacement.

OP: If you have an iPhone or other cell phone with a video camera, make a recording the next time the scrolling problem occurs, and bring it and the computer with you to an Apple store or authorized repair center. Alternatively, you can send the video to Apple tech support if it's not too long. Hope you get this resolved.

 

[TheGreenBastard]

I generally agree with this post. If the scrolling problem is occurring as frequently as the OP says it is, it should be possible to duplicate for an Apple Store employee. As you say, they have to see the issue for themselves unless their test suite shows that there's a hardware or software fault. Alternatively, Apple would probably take a video as sufficient evidence to accept the computer for further testing, repair, or replacement.

Not necessarily. Apple wouldn't accept pictures or videos of my MBP displaying graphic distortion (see avatar).
I couldn't get it to reproduce the issue in-store, and it passed the VST, so my computer was not eligible for the extended warranty Apple has certain MBPs with these graphic issues. It sucks, but that's the reality of things. They need to see it with their own eyes.

Of course it could vary store to store, but as far as I can tell, it's at least my store's policy that they must see it in action.

 

[Night Spring]

Out of curiosity, I tried googling "uncontrolled scrolling." It seems to happen in both Mac and Windows. One suggestion that I found was to turn off "inertia scrolling." There were other suggestions to adjust other mouse and scroll settings. Also to update to the latest OS possible. Has OP done all that?

 

[Roller]

Not necessarily. Apple wouldn't accept pictures or videos of my MBP displaying graphic distortion (see avatar).
I couldn't get it to reproduce the issue in-store, and it passed the VST, so my computer was not eligible for the extended warranty Apple has certain MBPs with these graphic issues.

That's why I said "probably," because I think that they'd more likely accept it than not. But I agree that the best way is to reproduce the problem in the store for them to see.

 

[m4v3r1ck]

I'm not so sure. Re-read the OP's sentence below:

I'm still not sure what Mac he's complaining about. The Mac Pro or Mac Book?

Cheers

 

[JayLenochiniMac]

Not necessarily. Apple wouldn't accept pictures or videos of my MBP displaying graphic distortion (see avatar).
I couldn't get it to reproduce the issue in-store, and it passed the VST, so my computer was not eligible for the extended warranty Apple has certain MBPs with these graphic issues. It sucks, but that's the reality of things. They need to see it with their own eyes.

Of course it could vary store to store, but as far as I can tell, it's at least my store's policy that they must see it in action.

Yet another horror story regarding piss poor customer service in the U.K., despite their excessive customer protection "laws." Here in the U.S., they don't require reproducing the problem as long as the serial number matches and it's deemed eligible from the diagnostic test.

Coincidently, I do notice that the OP appears to be from outside the U.S., given his use of "favor."

I'm still not sure what Mac he's complaining about. The Mac Pro or Mac Book?

Cheers

More likely, he's mischaracterizing his MBP as "Mac Pro," as "MacPro laptop" isn't the official name.