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Awful Apple Experience!

taylorwilsdon

taylorwilsdon

macrumors 68000
Original poster
Nov 16, 2006
1,870
13
New York City
I might be off Apple for good this time around.

My newest Macbook Pro had an awful green tint (read here https://forums.macrumors.com/threads/352754/)

I took it in once, and the guy basically told me it was a software issue and to reinstall OSX. Yeah, thats a good fix for a day old computer. It was fresh out the box!

So, an hour wasted (they took an hour with it in the back and didn't even reinstall the OS themselves!) I head home and re-install the OS.

Problems still there! Next day, I head back yet again. This time, 15 minutes after they take my computer they come back - to ask me for my password. Too bad there isn't a password, he presses enter, it logs in. Yeah, good work. 30 minutes later, he comes back and says "this is weird but it goes away when we reinstall OSX and don't calibrate the screen"

I say, uh, okay, but I calibrate my screens.

Here's the kicker:
He says "DON'T CALIBRATE THE SCREEN NOW"

What? This isn't 1993. Monitors are to be calibrated. Macbook Pro's look like washed out crap out of the box, and I need color accuracy. So, I say that I'd like to return it - I know most of the guys at the store, I've bought 5 Macbook Pro's in 2007 and 7 in the last 2 years. They're always nice to me, but this guy doesn't know me and is going on a major power trip. He tells me that I have to pay the restocking fee even though its clearly defective.

So, I paid the fee ($200, great). Sucks for me. I'm so sick of Apple's crap. He didn't offer me a new machine, didn't offer me a real refund, he said I could either deal with no calibration or take a $200 hit.

So, Apple's lost my business for the time being. I've still got a bunch of apple stuff but I don't really appreciate this crap.

So, thats my story. Sorry if you read the whole thing. Maybe I'm overreacting, I don't think I am. Life goes on. I'm buying the new XPS M1330 to replace my latest pro.
 
Sounds like a bad employee- you should have talked to someone else- and no way you should have paid that restocking fee. Sorry to hear about your troubles.
 
taylorwilsdon said:
I might be off Apple for good this time around.

My newest Macbook Pro had an awful green tint (read here https://forums.macrumors.com/threads/352754/)

I took it in once, and the guy basically told me it was a software issue and to reinstall OSX. Yeah, thats a good fix for a day old computer. It was fresh out the box!

So, an hour wasted (they took an hour with it in the back and didn't even reinstall the OS themselves!) I head home and re-install the OS.

Problems still there! Next day, I head back yet again. This time, 15 minutes after they take my computer they come back - to ask me for my password. Too bad there isn't a password, he presses enter, it logs in. Yeah, good work. 30 minutes later, he comes back and says "this is weird but it goes away when we reinstall OSX and don't calibrate the screen"

I say, uh, okay, but I calibrate my screens.

Here's the kicker:
He says "DON'T CALIBRATE THE SCREEN NOW"

What? This isn't 1993. Monitors are to be calibrated. Macbook Pro's look like washed out crap out of the box, and I need color accuracy. So, I say that I'd like to return it - I know most of the guys at the store, I've bought 5 Macbook Pro's in 2007 and 7 in the last 2 years. They're always nice to me, but this guy doesn't know me and is going on a major power trip. He tells me that I have to pay the restocking fee even though its clearly defective.

So, I paid the fee ($200, great). Sucks for me. I'm so sick of Apple's crap. He didn't offer me a new machine, didn't offer me a real refund, he said I could either deal with no calibration or take a $200 hit.

So, Apple's lost my business for the time being. I've still got a bunch of apple stuff but I might start to sell them off because I really don't appreciate being messed with.

So, thats my story. Sorry if you read the whole thing. Maybe I'm overreacting, I don't think I am. Life goes on. I'm buying the new XPS M1330 to replace my latest pro.
Click to expand...

Wow this sounds really bad. Just a quick question, what credit/debit card did you use? If you used AMEX, call their service center, and they will deal with EVERYTHING!! When my first Xbox 360 broke, out of warranty and all, I called AMEX, and they told me to send it to them and they would give me a new one...FOR FREE!! To me, you paying $200 is total bullsh*t. Don't take that crap at all. You spent over $2000, and now they make you pay even more to take back a computer with a defective screen. If I were you, call up AppleCare and ask for an AppleCare Specialist or email Steve Jobs. That guy that made you pay basically just stole from you and that is not right and he should be fired or suspended!! Now, I am going to tell you this: DO NOT BUY THE XPS!!! My sister just bought one and to be honest it is ugly as hell and on the 6th day of use, the motherboard and screen totally just went. Dell is easily one of the worst computer company on the market.

I hope I could help you. You should call Apple and get your money back and see what they can do you. I got a free MacBook for 3 repairs in 2 weeks for my iBook...they want you still and they want you to be happy. :apple:
 
I'd be upset.

I wouldn't have let that guy have the last word, though. I would have definitely spoken with the manager on-duty before leaving, and if not satisfied with their resolution, I would have asked for the main manager to call me.

There's no reason why you shouldn't be told "DON'T CALIBRATE" the screen of a MacBook Pro.
 
Hi, I wouldn't have paid the restocking fee. I would send an email to sjobs@apple.com and complain about it, give them your phone number, and have an apple representative call you.

Btw, I am interested in buying a MBP at the moment. PM me and I will give you my email address.
 
iKwick7 said:
Sounds like a bad employee- you should have talked to someone else- and no way you should have paid that restocking fee. Sorry to hear about your troubles.
Click to expand...

I agree.

I would have walked out of the store and gone back later (especially since you knew some of the other folks, duh!).

I had a problem with my MBP when I received it. I called Apple, they transferred me to Apple Care. They wanted to repair it. That's what Apple Care does. If you are a hammer, every problem is a nail. So I called Apple back. They sent me to Apple Care again.

I called back and said that my computer was damaged in shipment and I want a new one not a ^%#% refurbished one (which is what I consider a new computer that had to be fixed ferchristsakes). They patched me through to a gal who asked if it was DOA. I said it wasn't, it worked. So she sent me to Apple Care again.

BUT she screwed up and said "DOA" so I knew that DOA had to be the codeword so I called Apple a fourth time and got to a guy who was sympathetic to my plight ($3000 for a damaged computer) and he made the swap. A new computer straight outta China for majordude only because I was persistent, worked the system, and didn't like the cards I was dealt the first three times at the table.

In all aspects of life, WALK AWAY if you are dealt a bad hand.
 
When I was thinking about replacing my Mac Pro with a Power Edge it was because the machine was not functioning right. If your going to sell off your lot of Macs (which sounds like a lot of them) what will it prove to that employee?

I understand your frustration. I myself have sent about 5 emails to sjobs@apple.com in the past year.

Don't hurt yourself by selling your Macs, just never deal with that one guy. Also if you know most of the people there you may be able to go back and tell one of them about what happened I am sure they will work with you as it sounds like they have in the past.
 
taylorwilsdon said:
I might be off Apple for good this time around.

My newest Macbook Pro had an awful green tint (read here https://forums.macrumors.com/threads/352754/)

I took it in once, and the guy basically told me it was a software issue and to reinstall OSX. Yeah, thats a good fix for a day old computer. It was fresh out the box!

So, an hour wasted (they took an hour with it in the back and didn't even reinstall the OS themselves!) I head home and re-install the OS.

Problems still there! Next day, I head back yet again. This time, 15 minutes after they take my computer they come back - to ask me for my password. Too bad there isn't a password, he presses enter, it logs in. Yeah, good work. 30 minutes later, he comes back and says "this is weird but it goes away when we reinstall OSX and don't calibrate the screen"

I say, uh, okay, but I calibrate my screens.

Here's the kicker:
He says "DON'T CALIBRATE THE SCREEN NOW"

What? This isn't 1993. Monitors are to be calibrated. Macbook Pro's look like washed out crap out of the box, and I need color accuracy. So, I say that I'd like to return it - I know most of the guys at the store, I've bought 5 Macbook Pro's in 2007 and 7 in the last 2 years. They're always nice to me, but this guy doesn't know me and is going on a major power trip. He tells me that I have to pay the restocking fee even though its clearly defective.

So, I paid the fee ($200, great). Sucks for me. I'm so sick of Apple's crap. He didn't offer me a new machine, didn't offer me a real refund, he said I could either deal with no calibration or take a $200 hit.

So, Apple's lost my business for the time being. I've still got a bunch of apple stuff but I might start to sell them off because I really don't appreciate being messed with.

So, thats my story. Sorry if you read the whole thing. Maybe I'm overreacting, I don't think I am. Life goes on. I'm buying the new XPS M1330 to replace my latest pro.
Click to expand...

I'd call Apple, and complain for your $200 back. It is not Apple's fault, it's that silly employee.
 
I feel your pain man. When I first bought my macbook, It had the major mooing issue that apple later fixed. I couldn't even study in the library with it. The employee tells me he doesn't hear anything (well duh the store is so loud with people wlking back and forth and talking) so he takes it to the back room and tells me I can't go in. He comes back and tells me he doesn't hear anything in which I protest to let me come with him in the backroom so he knows what I'm listening for. He tells me no and that there's nothing to hear..and I'm just hearing processor noises.

what a jerk! To get a new macbook (which was free of Moos) I eventually had to talk to the manager who gave me the same treatment until I started talking to other customers and telling them about these problems and directing them to proof from other forums about the moo issue. Only after I was forced to effect their business did they offer me a new macbook
 
I took the refund because $200 is a acceptable hit to get a functional computer and I couldn't spend any more time at the store (3 times in 3 days, all wasted afternoons). The green just bugs the crap out of me and I need a new machine now.

I sent an email to the address somebody posted (the jobs thing) with a little summary but I don't really expect anything. I'll get over myself, and I'm certainly going to keep my iPhone.

Its nice that people agree though. I don't think I'm overreacting in that this is an unreasonable handling.
 
taylorwilsdon said:
I took the refund because $200 is a acceptable hit to get a functional computer and I couldn't spend any more time at the store (3 times in 3 days, all wasted afternoons). The green just bugs the crap out of me and I need a new machine now.

I sent an email to the address somebody posted (the jobs thing) with a little summary but I don't really expect anything. I'll get over myself, and I'm certainly going to keep my iPhone.

Its nice that people agree though. I don't think I'm overreacting in that this is an unreasonable handling.
Click to expand...
Do you make more than $200 an hour? I don't see how spending an extra 30 minutes to get a good employee or manager so you can be treated properly is such a hassle for you.

I suppose it makes it easier to just quit with the company and rant, though.
 
You should let the manager of the store know what happened. You may not want anything more out of this, but help out the next customer who comes along and runs into this nutty employee.
 
taylorwilsdon said:
Its nice that people agree though. I don't think I'm overreacting in that this is an unreasonable handling.
Click to expand...

I suspect that there is a problem with training or explaining expectations.

If he gives the customer too much he gets fired because he's giving away the farm. So he thinks he needs to hold back everything so that he is satisfying the needs of the company. (I am sure they are rated on how many people they serve and how much they give away.) That's a tough line to walk if you want if you think about it.
 
Tommy Tallarico said:
Do you make more than $200 an hour? I don't see how spending an extra 30 minutes to get a good employee or manager so you can be treated properly is such a hassle for you.

I suppose it makes it easier to just quit with the company and rant, though.
Click to expand...

I guess so.

I'm not upping and leaving. I'm just swapping my computer over. I've got my iPod, I've got my iPhone. Nobody makes a better product. Nothing guarantees me $200, I'm not going to waste my time (a total of about 4 hours including driving) fighting a lost cause. I'll just complain.
 
taylorwilsdon said:
I guess so.

I'm not upping and leaving. I'm just swapping my computer over. I've got my iPod, I've got my iPhone. Nobody makes a better product. Nothing guarantees me $200, I'm not going to waste my time (a total of about 4 hours including driving) fighting a lost cause. I'll just complain.
Click to expand...

Listen, I feel your pain. My local Apple store is a stab in the dark as to what kind of service you'll get any given time you walk in there. Many of the employees---sales reps and Geniuses alike---are great, but there are some there that have pissed me off so badly that I've left shaking my head and swearing, talking about it all the way home (with my wife in the car, who is kind enough to just let me vent as she sits there quietly) and promising that I'm done throwing my money at this company. I don't lose my temper easily, but some of these folks just have no sense of good customer service whatsoever.

But that's just it: this guy is just an idiot. Asking a discerning customer who needs color accuracy to simply avoid calibrating the display on his $2000 (or whatever) computer...IS JUST RIDICULOUS.

You should fight this on principle alone, the money be damned.
 
Hopefully Steve Jobs :rolleyes: will come through for me. In the meantime, I dug up my vaio X505 and I'm lovin' it, so I'll get by. I'm going to stop back through the Apple store this thursday to see about getting that missing $200, and claiming my iPhone rebate whenever that happens.
 
Woah woah woah...you actually paid the restocking fee? I'm pretty sure that if the computer's defective they can't CHARGE you to return it! Sounds like they sort of made you a "deal" i.e. deal with the monitor or pay the fee. that's completely ridiculous. Go back and speak to the manager...and it also looks like you bought around $15K worth of stuff from that store...but come to think of it, whether you're a good customer or not, that shouldn't impact your return policy.

I'm not trying to hijack this thread, but if you look at this thread, you can read a similar story.

The lesson I learnt is not to shop at the Apple Store again. Their return policies are completely out of whack.

Next time I buy a Mac it will probably be online ( I find them being a bit more reasonable) or form an authorized reseller. I don't like dealing with that store.

It was like pulling teeth trying to get them to replace the macbook I had that was vibrating. Just like you find it unusable because of the screen tint, the machine was unusable while vibrating.

I hope it works out for you.


taylorwilsdon said:
I might be off Apple for good this time around.

My newest Macbook Pro had an awful green tint (read here https://forums.macrumors.com/threads/352754/)

I took it in once, and the guy basically told me it was a software issue and to reinstall OSX. Yeah, thats a good fix for a day old computer. It was fresh out the box!

So, an hour wasted (they took an hour with it in the back and didn't even reinstall the OS themselves!) I head home and re-install the OS.

Problems still there! Next day, I head back yet again. This time, 15 minutes after they take my computer they come back - to ask me for my password. Too bad there isn't a password, he presses enter, it logs in. Yeah, good work. 30 minutes later, he comes back and says "this is weird but it goes away when we reinstall OSX and don't calibrate the screen"

I say, uh, okay, but I calibrate my screens.

Here's the kicker:
He says "DON'T CALIBRATE THE SCREEN NOW"

What? This isn't 1993. Monitors are to be calibrated. Macbook Pro's look like washed out crap out of the box, and I need color accuracy. So, I say that I'd like to return it - I know most of the guys at the store, I've bought 5 Macbook Pro's in 2007 and 7 in the last 2 years. They're always nice to me, but this guy doesn't know me and is going on a major power trip. He tells me that I have to pay the restocking fee even though its clearly defective.

So, I paid the fee ($200, great). Sucks for me. I'm so sick of Apple's crap. He didn't offer me a new machine, didn't offer me a real refund, he said I could either deal with no calibration or take a $200 hit.

So, Apple's lost my business for the time being. I've still got a bunch of apple stuff but I might start to sell them off because I really don't appreciate being messed with.

So, thats my story. Sorry if you read the whole thing. Maybe I'm overreacting, I don't think I am. Life goes on. I'm buying the new XPS M1330 to replace my latest pro.
Click to expand...
 
Which store did you go to? Alderwood? Downtown seattle or Bellevue?

I'm a picky consumer and I want to get what I pay for especially if spending more than $2000.

I'm from Vancouver, Canada and I literally drove down to US apple store (3 hours per way) twice to see genius for my MBP problem.

1st MBP, logicboard issue. Sent replacement from China. But yellow screen issue. Some people said I was too picky and my screen is fine, but I can't live slight discoloration. So, apple care not only refund me the $$,.... they refund additional $150 for my trouble.

But I literally spent over 100 hours with these 2 MBP. They even have the lengthy record and acknowledge the amount of time i spent calling them, waiting in Genius.

Not only should you not pay restocking, they should pay you for the trouble.
 
+1

I laugh at their restocking fee. The only time a customer should have to pay it is if you come back and say "you know what, I changed my mind... I really don't think I need this computer". As long as they advertise it (it's clearly written on the bill) - on the other hand though I don't think any other electronics store does this, so in that sense it isn't really right. At big box stores on computers you have 14 days to return it - for whatever reason - i.e. changed your mind, don't like the way it smells, etc.
hohohong said:
Which store did you go to? Alderwood? Downtown seattle or Bellevue?

I'm a picky consumer and I want to get what I pay for especially if spending more than $2000.

I'm from Vancouver, Canada and I literally drove down to US apple store (3 hours per way) twice to see genius for my MBP problem.

1st MBP, logicboard issue. Sent replacement from China. But yellow screen issue. Some people said I was too picky and my screen is fine, but I can't live slight discoloration. So, apple care not only refund me the $$,.... they refund additional $150 for my trouble.

But I literally spent over 100 hours with these 2 MBP. They even have the lengthy record and acknowledge the amount of time i spent calling them, waiting in Genius.

Not only should you not pay restocking, they should pay you for the trouble.
Click to expand...
 
I think you were treated badly, but I think you just cut off your nose to spite your face. Taking a $200 restocking fee and deciding to get rid of all your apple computers because of one shoddy employee is a bit rash I think.
 
taylorwilsdon said:
So, thats my story. Sorry if you read the whole thing. Maybe I'm overreacting, I don't think I am. Life goes on. I'm buying the new XPS M1330 to replace my latest pro.
Click to expand...

Overreaction or not, the M1330's are really nice machines - among my favourite mid-priced laptops, although I had a couple of problems with very slightly deformed palmrests (but nothing compared to the crud I've experienced with any of my MBP's). No crapware, just a pretty clean install and a nice additional touch with the Expresscard MCE remote.

And none of my M1330's have any sort of tint on the LED screens. I don't really care about that to be honest for my uses, but all of my Santa Rosa MBP's have it.

While you don't get the screen estate of the MBP's the M1330 is better engineered and better designed for everyday use, it's an uber-Macbook in terms of functionality and although not quite as elegant, it's built more solidly than any Apple notebook while being lighter. Hope you didn't cheap out on the support since like - well, in fact more than - Applecare, it's worth it. Good luck.
 
The person should have walked you through a calibration cycle.

Not being able to calibrate is silly, since calibration can clear up the slop in the production cycle.

The base calibration might not even be close to what you display needs to give the best picture.
 
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