I had a very frustrating experience with Apple service over the last couple of weeks regarding the nVidia issue with MacBook Pros that causes magenta flashing and computer freezes.
My laptop started exhibiting this behavior intermittently a few weeks ago, and it took me a while to find any online reference to the problem. Once I did, I called Apple care service, as the problem was exactly what I was experiencing, and was to be a covered repair for 3 years from date of purchase.
I had a case number generated and was told to take it to an authorized repair center, which I did. Apparently there is a video test they run which generates a code needed to have the covered repair authorized. Because it was happening intermittently on my laptop, the code was not generated, even though service saw the flashing occur.
They called Apple, and Apple was unresponsive. This left me with little recourse, so today I called Apple myself. I was connected with an obnoxious technician who basically accused me of trying to scam Apple; I actually had to ask him to hang up.
I called back, and asked to speak with someone else. They connected me with a very nice customer care agent named Jean. I explained the entire situation to her, and how I had been treated earlier that day by "Earl". She called the authorized Apple repair center, and in 15 minutes, called me back with a full authorization for the covered repair which would have cost me $500-$800.
It's sad to say, but you have to do your research and be prepared to push back when you hit the kind of stonewalling I got with Earl. Most people will just accept what they're told and go away feeling frustrated and angry. Lucky for me, I'm not easily intimidated. Not so lucky for Earl; his supervisor got a call from Jean.
My laptop started exhibiting this behavior intermittently a few weeks ago, and it took me a while to find any online reference to the problem. Once I did, I called Apple care service, as the problem was exactly what I was experiencing, and was to be a covered repair for 3 years from date of purchase.
I had a case number generated and was told to take it to an authorized repair center, which I did. Apparently there is a video test they run which generates a code needed to have the covered repair authorized. Because it was happening intermittently on my laptop, the code was not generated, even though service saw the flashing occur.
They called Apple, and Apple was unresponsive. This left me with little recourse, so today I called Apple myself. I was connected with an obnoxious technician who basically accused me of trying to scam Apple; I actually had to ask him to hang up.
I called back, and asked to speak with someone else. They connected me with a very nice customer care agent named Jean. I explained the entire situation to her, and how I had been treated earlier that day by "Earl". She called the authorized Apple repair center, and in 15 minutes, called me back with a full authorization for the covered repair which would have cost me $500-$800.
It's sad to say, but you have to do your research and be prepared to push back when you hit the kind of stonewalling I got with Earl. Most people will just accept what they're told and go away feeling frustrated and angry. Lucky for me, I'm not easily intimidated. Not so lucky for Earl; his supervisor got a call from Jean.
