Apple Support?

[Fahd]

I apologize in advance if there is a straightforward answer to this on the apple website, however, I have combed the apple website and cannot for the life of me figure this out. All I could find was the AppleCare protection plan and more about applecare. I do not have applecare and do not want apple care. Apologies for the rant, on to the issue...

My powerbook has a hardware problem and the hardware needs to be replaced. Is there somehow/somewhere I can explain the issue in writing and then just mail in my powerbook to apple for fixing?

Thanks for your help in advance, much appreciated!

 

[jaw04005]

No. Apple Customer Service will want you to perform some diagnostic tests on the machine before you are allowed to have it repaired. These tests (reset PRAM, reset VRAM, etc) are needed in order to properly diagnose your problem. Apple Customer Service typically diagnoses your problem over the phone and orders the correct parts to be shipped to the service center for your specific model. There is no way of getting around actually calling Apple at 1-800-275-2273. Are you afraid to call them? They don't bite. Only iMac customers may use the web chat support (and usually they just tell you call Apple Customer Service).

 

[Fahd]

Thank you for the direction!

No, I was hoping to give the issue in writing as I feel I can explain myself better that way. And it would also be easier to copy/paste the error log than to read it out to them over the phone for example. (And then possibly have to repeat it all to the next higher level support person (if) after 1st level support comes to the conclusion that they don't really know whats wrong!)

I have already followed various troubleshooting techniques as suggested on apples support website, this forum and several other mac resource sites and have narrowed down the problem to the root cause.

Oh well, thank you anyway!

 

[jaw04005]

Thank you for the direction!

No, I was hoping to give the issue in writing as I feel I can explain myself better that way. And it would also be easier to copy/paste the error log than to read it out to them over the phone for example. (And then possibly have to repeat it all to the next higher level support person (if) after 1st level support comes to the conclusion that they don't really know whats wrong!)

I have already followed various troubleshooting techniques as suggested on apples support website, this forum and several other mac resource sites and have narrowed down the problem to the root cause.

Oh well, thank you anyway!

A few suggestions for you..

1. Write out everything you are going to say on paper so you won't forget anything. Apple tends to bombard you with questions up front. Sometimes I've forgotten what exactly I was calling about.

2. Insists that the customer service representative knows upfront that this is a hardware issue, and that you would like him to type up notes to save in your file.

3. If you don't have AppleCare, be prepared to listen to a sales pitch on why it is important.

4. Have lots of patience. It's easy for you to see what's wrong with your computer, but it's much harder to verbalize it. Remember, these representatives typically have only basic support knowledge.

5. Be polite and respectful. If you don't get what you want with one representative firmly ask to speak with another technician or supervisor.

6. Always get a case number and the I.D. number or name of the representative you're speaking with (especially if they are an "engineer" or "level three representative"). These people tend to have the authority to authorize repairs in special circumstances.

7. If all else fails. Call Apple Customer Relations at (800) 767-2775. I would use this as a last resort—as they only deal with customers that had problems with support representatives.

Good luck!