Apple Support and Blatant Lies!!

[eVolcre]

I'm not sure where this goes but it refers to the MBP issues so I'm putting it here.

You know, I don't mind if there's a problem. **** happens. But at least do me the courtesy of not thinking I'm a complete idiot by just lying about something.

Last week, the support guy claims that heat is normal. OK, I might juuust buy that. Then the processor whine is normal which I can just also buy. FInally, the right side buzz is ALSO normal. And no, they haven't heard about anyone having the issue besides me. WHy does it go away when you run PhotoBooth? No idea.

Today was frigging worse. The end resolution was fine .. I'm getting a replacement. But, I asked the second level product 'specialist' ... is there a trend here? Are the machines defective? I knew the answer from hearing about other peoples problems on the net. WHat's the answer? Nope. No issues. This is really rare.

I asked the Sales Specialist .. are there other returns? What's the guarantee the replacement won't be dead too? The answer? Oh no Mr. eV, no issues. Yours is one of the first I am replacing.

I mean come on people. Don't insult us. We KNOW there's an issue. We KNOW they are getting calls up the wazoo, why lie about it. Own up to it.

Oh well. Just wanted to rant and give you a chance, if you've been lied to as well, to rant along with me!

*i'm gonan stop whining now*

eV

 

[dr_lha]

You know what, maybe MBP issues are rare? Reading this website can sometimes give the impression that hardware is universally bad, all because 50 people (say) scream about it on a website. However the people with issues are always the loudest, maybe for those 50 people who have problems, there are 10,000 that don't, and would never bother to post "hey, you know what, my MBP works great!".

 

[katie ta achoo]

You know what, maybe MBP issues are rare? Reading this website can sometimes give the impression that hardware is universally bad, all because 50 people (say) scream about it on a website. However the people with issues are always the loudest, maybe for those 50 people who have problems, there are 10,000 that don't, and would never bother to post "hey, you know what, my MBP works great!".

^^^^ Exactly.

The heat is to be expected. There's a powerful computer processor in an inch-thin computer. You aren't really supposed to use it on your lap, as you could get burned. That's why most "laptops" are referred to as "notebooks" "portables", etc.

 

[Electro Funk]

You know what, maybe MBP issues are rare? Reading this website can sometimes give the impression that hardware is universally bad, all because 50 people (say) scream about it on a website. However the people with issues are always the loudest, maybe for those 50 people who have problems, there are 10,000 that don't, and would never bother to post "hey, you know what, my MBP works great!".

I agree with you 100%...

but you know whats funny... when my brand new iPod scratched from breathing on it the apple tech told me the same thing... hmmm thats odd.. first ive heard of this... are you sure you didnt drop it or put it in your pocket with some change? i felt a bit insulted as well...

 

[eVolcre]

^^^^ Exactly.

The heat is to be expected. There's a powerful computer processor in an inch-thin computer. You aren't really supposed to use it on your lap, as you could get burned. That's why most "laptops" are referred to as "notebooks" "portables", etc.

Katie, You've been following my posts and know that I'm not whining about the heat or the whine. Maybe my post up above wasn't clear.

There's an issue now where it doesn't wake up from overnight sleep. There's a 200 post thread at the Apple forums from 2 months back. The engineers KNOW about this issue. There are documents about it. So why deny it?

Again, I should have made the post above more clear. I was ranting. But I agree with you, the heat is OK. I even said so in other posts and was in fact telling someone ELSE exactly what you just told me.

It's the other more serious stuff that I have a problem with.


>>>>>>http://discussions.apple.com/thread.jspa?threadID=379417

thats the thread. My post is near the bottom under eVolcre. My point is that it is something that is ongoing that Apple KNOWS about.

Oh well. They agreed to exchange it with no fuss

 

[nylon]

I'm not sure where this goes but it refers to the MBP issues so I'm putting it here.....blah, blah, blah

Buddy why don't you just give it up. As I have stated to you in PM's, what you read in the forums DOESN'T NECESSARILY REPRESENT (get those words into your head) the larger MBP owning public at large. People with problems are more vocal than people without.

We get it... you have problems. I do as well and am getting a replacement, as are you. What is the problem?

Additionally you know you were purchasing a 1st iteration of a new product and so you are complicit in the knowledge (since many people have openly pointed out on this forum and others) that 1st gen products are generally more prone to quirks than later revisions.

Just get over it and be happy they are replacing it for you.

 

[dr_lha]

Oh well. They agreed to exchange it with no fuss

That's what really matters here isn't it?

If it were Dell you'd still be arguing with them about it (in my experience anyway). My crappy Dell Laptop (of the sig) has hardware issues where its HD keeps dying, seriously I've gone through 5 of them. All Dell will do is send me a new HD, and refuse to replace the machine, despite the fact its clearly got something wrong with it.

 

[eVolcre]

Buddy why don't you just give it up. As I have stated to you in PM's what you read in the forums DOESN'T NECESSARILY REPRESENT (get those words into your head) the larger MBP owning public at large. People with problems are more vocal than people without.

We get it... you have problems. I do as well and am getting a replacement, as are you. What is the problem?

Additionally you know you were purchasing a 1st iteration of a new product and so you are complicit in the knowledge (since many people have openly pointed out on this forum and others) that 1st gen products are generally more prone to quirks than later revisions.

Just get over it and be happy they are replacing it for you.

There's nothing to 'get over' Lets use your logic for a second and assume that the board is a minority. By that same logic, the 'minority' are calling in to Apple, right? You only call in when you have a problem. I'm not going to waste time by counting cases but I KNOW for a fact (in the apple support forums) that the issue has been reported, analysed and engineers know about it. I don't think I'm implying Apple should issue a public announcement. I was categorically told on the phone that not many people have called about issues with the MBP. That's a lie. Do you accept that? People (even assuming only the ones in the forums) HAVE called in.

Today I was told by Level 2 that they had NEVER seen this issue before and this is a one off hardware glitch. That is also a lie, because the ISSUE has been reported.

From my other threads you should know that the heat, whine etc didn't bother me. But for Apple Support to tell me that they haven't got complaints, or exchanges or in my case .. this sleep problem .. .is a blatant falsehood.

I think I've addressed your DOESN"T REALLY REPRESENT ... point

And as far as

Additionally you know you were purchasing a 1st iteration of a new product and so you are complicit in the knowledge (since many people have openly pointed out on this forum and others) that 1st gen products are generally more prone to quirks than later revisions.

Read the second line of my opening post. I might even suggest getting it into YOUR head actually ...

Buddy why don't you just give it up

You are under no compulsion to read or reply ... Buddy

eV

 

[mkrishnan]

I love threads about blatant lies.

What about the possibility that, whether or not there is a true quality spill involved, the representative you spoke about (and maybe even Apple as a whole) is not completely aware of it? Lots of times, it takes them time to understand this. Look at all the recalls of millions of copies of a product. It's in their own interest to fix this as quickly as possible. But as quickly as possible does not mean instantaneously.

 

[eVolcre]

I give up. It's a pile on ...


This wasn't a slam on APPLE> It was a slam on 2 support reps who claimed they hadn't even heard of these issues before.

I know it's a large company, I know there are going to be issues, hell, I was ok with all of it. I am even OK with them not acknowledging anything since I accept kkapoors logic (and everyone else) that we are not a representative sample. But do you really believe, seriously, that people could not have even HEARD about ANY issues and when an Apple support rep says that he rarely gets calls about ANY issues with these machines, he's being totally above board?

I don't. And, it's ok to disagree, so lets just leave it at that ...

Yours is one of the first I am replacing.

Guys, that's an exact quote. And, the title of the thread is accurate .. APPLE SUPPORT and yes .. I call that a BLATANT lie so sue me ...

 

[nylon]

Let's get this straight. You are accusing Apple of lieing by telling you that "not many people have called about these problems". Apple has sold 498,000 portable machines in the last quarter alone (this was announced today). Your statement indicates that you know for certain what percentage of those portables sold were MBP's, what percentage of those MBP's had problems and what percentage of those problems are exactly like yours.

Now, from the perspective of an Apple employee, even if 10,000 people had called in about problems with MBP's, that would still 'not be many' from Apple's perspective relatively speaking (and yes I am exaggerating here). Please, tell me again how you have the knowledge and statistics to backup your statement that Apple's comment to you was a lie.

Secondly how do you know which tech reps have or have not dealt with these issues. Your statement indicates and assumes that you know for certain that every single Apple representative knows about these issues and has personally dealt with them. Can you provide some evidence as to how you know this. Do you know how many people work in their call centre's?

So the answer is a big ...'NO'... you haven't addressed my 'DOESN'T NECESSARILY REPRESENT' point. In fact you've completely failed.

Finally you stated,

I don't think I'm implying Apple should issue a public announcement.

Whereas in your second to last private message to me you stated,

I think there's a real likelihood that we see a slight bump when the 17" comes out OR, APPLE comes public with the issues on the current MBP and starts fixing it.

So you've directly contradicted yourself there. Now who's lieing.

Don't talk to an Attorney about logic when you clearly have none!!

 

[Koodauw]

You know what, maybe MBP issues are rare? Reading this website can sometimes give the impression that hardware is universally bad, all because 50 people (say) scream about it on a website. However the people with issues are always the loudest, maybe for those 50 people who have problems, there are 10,000 that don't, and would never bother to post "hey, you know what, my MBP works great!".

Or perhaps some of us dont post about them because there is already people discussing it. I don't need to pile on to a dead horse. I can verify all of eV's issues in my own MBP, but thats not here nor there. I had an iPod Mini that had the "Static Problem." It was a known issue. Apple even acknowledged the problem. When I called in and said I had the static problem, the guy on the phone acted as if I was the first person ever.

Perhaps its not a problem of Apple people lying, rather as communication issue getting the message from those who take the complaints on the forums, to those you talk to on the phone. Those people are truly clueless.

 

[Wes Jordan]

Yeah it gets hot, I can live with that. Yeah it hisses at me, I open comic life then close it...problem solved. An inconvience, yes, but this computer is more good than bad. I love this thing. I won't tell you it is without its quirks and I will admit that OSX isn't perfect and I have problems, but it is expected.

Yeah, they lied to me too. They told me I was getting a free wireless mouse after my MBP order was delayed. It never happened. I haven't called because I know that for them to give me that would likely be out of the ordinary. Eh, maybe I should call and press them, but it's not like I have details to prove I was guarenteed a free mouse.