Beware of Apple refusing to repair under warranty

[Tan from London]

I have had my powerbook 17 inch with extended warranty for just 1 year. A few months ago I driopped the computer on its left side and it damaged very slightly one edge. However I am fully insured but the computer was working absolutely fine so I left it. About 2 weeks ago the mains stopped charging the battery - at first I thought it was the battery but no, the unit does not even work with the mains unit and battery out. The green light on the electric connector comes on for a minute and then switches off. Apple picked up the computer, and sent it back with a note stating that "I have not authorised the repair" (eh?) or they have not been able to contact me for repair authorisation. The second is a lie because I phoned them on the day I received an email and had to tell the whole problem again (note.. premium rate number 0870.. you have to call for which Apple make money and kept me on the phone again for ages and refused to call me back).

I called the tech people and after looking into the case (another hour on the phone.. more money for Apple), they said the damage on the side was to blame. They have said one thing on the repair sheet and another thing now which is totally rubbish as I would have claimed on my insurance if the computer stopped workign or giving imemdiate problems. Its World Cup season and hot, so I guess they just cannot be bothered to repair it or do not have properly qualified third party contractors (I believe this is where it was sent) and just send the computer back to me. Please note, I am sure the tech person told me if you have damage on your computer it invalidates the warranty.. do not take out the extended warranty on a laptop unless you are going to be ultra careful. This is truly a well orchestrated con!

 

[unfaded]

Yeah! Screw Apple, for your mistaken thought process that if everything looks okay it must be okay!

Seriously? You're pissed that something that you did eventually may have caused another problem?

 

[Applespider]

This is pretty well known - if there are signs that you've dropped a laptop or spilled liquid in it, even if it seems to work (for days, weeks, months), then many manufacturers (not just Apple; I've seen it with Nokia and Sony Ericsson phone-wise) will claim that you've mistreated the item and possibly caused the damage so your warranty is no longer valid. Who's to say that when you dropped it, something wasn't misaligned which has over the remaining weeks worked loose and now won't work?

Apple would have tried to call you to find out whether you wanted it fixed and pay the appropriate fee (if you're insured for accidental damage via your contents insurance, you tell the insurance company that it was dropped and you've sent it to Apple and see if they'll pick up the bill). It is worth taking out warranties on laptops but since dropping them should be avoided in any case, it's hardly a reason not to.

 

[Tan from London]

Pretty obvious that Cape diem works for Apple

 

[Nickygoat]

Pretty obvious that Cape diem works for Apple

Did you read Applespider's post?
Find me a standard warranty that will cover accidental damage? It's hard I agree but that's the way it is.
If you are fully insured try claiming through your contents insurance like she said - worth a try rather than saying Apple burnt you.

 

[Timepass]

This is pretty well known - if there are signs that you've dropped a laptop or spilled liquid in it, even if it seems to work (for days, weeks, months), then many manufacturers (not just Apple; I've seen it with Nokia and Sony Ericsson phone-wise) will claim that you've mistreated the item and possibly caused the damage so your warranty is no longer valid. Who's to say that when you dropped it, something wasn't misaligned which has over the remaining weeks worked loose and now won't work?

Apple would have tried to call you to find out whether you wanted it fixed and pay the appropriate fee (if you're insured for accidental damage via your contents insurance, you tell the insurance company that it was dropped and you've sent it to Apple and see if they'll pick up the bill). It is worth taking out warranties on laptops but since dropping them should be avoided in any case, it's hardly a reason not to.

true but apple is among the worse of the computer companies out there to deny warrenty repairs. They will voild it more easily than most companies. that antoher hard fact.

 

[jaydub]

true but apple is among the worse of the computer companies out there to deny warrenty repairs. They will voild it more easily than most companies. that antoher hard fact.

According to what? Anecdotal "evidence?"

 

[plinden]

true but apple is among the worse of the computer companies out there to deny warrenty repairs. They will voild it more easily than most companies. that antoher hard fact.

A link would be greatly appreciated.

 

[Mord]

can you tell me exactly where the damage is and i'll tell you wether it's likely to cause the problems described.

either take a pic of the damage or find an image and put an arrow pointing to where the dent is.

if it's over where the DC-DC board is sure you've dented it and probably shorted it out, however if it's near a completely unrelated area your within your rights to demand apple repair the thing, apple should really provide photographic evidence to stop this kind of situation whenever physical damage is to blame.

 

[Tan from London]

You see there are a number of annoying things that happened here. Firstly the note that was returned with the computer stated I did not authorise repair or Apple were unable to contact me. I don't understand the first and I did contact Apple and gave all the details again. Apple do not make phone calls unless they are trying to sell.

Ok, if they are not going to repair the unit under warranty, they could have the decency to quote for a repair. If they need my permission for that they could have emailed me. Instead they just told me know to take it to a Apple Repair Centre for a quote.

 

[Applespider]

Yup that note, in your case, means that they tried to call you (or should have) and couldn't reach you so they just sent it back to you with the note. I have no idea if they usually just call or whether they email since I've never had to send anything off.

If they had got hold of you and you'd said 'No, to the £x to fix the computer' then you'd have got the same note but this time 'repair not authorised' would be the key point.

To be honest, it's probably going to cost more than the excess on your home insurance to get it fixed - since I don't think there's an option (through Apple) to just get the power fixed; they'll charge to replace the cosmetic case too. You might have more luck through an Apple Service Centre who might be happy to just do the power supply. Since it is the result of a drop (or so Apple are claiming), you should be able to claim on your household.

 

[Tan from London]

Here are two pics of the damage

 

[26139]

Really?

true but apple is among the worse of the computer companies out there to deny warrenty repairs. They will voild it more easily than most companies. that antoher hard fact.

Are you making that up?

Oh, and a warranty and an insurance policy are two different things.

 

[Timepass]

Are you making that up?

Oh, and a warranty and an insurance policy are two different things.

no I not but just look at these boards. Apple denies more warrenty claim that most. I hear more complains about apple denying claims than any one else really.

Dell is for example is very willing to fix there laptop. For them to deny it you pretty has to be really crystal clear that you did accedental. Damaage case will not be enough to do it. Physica damage to the part in quesion yeah they deny it but that crystal clear. If any doute is involved they cover it unwarrenty.

Samne with gate way. They covered stuff for me that I knew had a good chance was accedental damage cause by me. but it was crystal clear. They just fix it and this is accross mulitple computer.

Apple has a history of it. Just search these boards.


And come on look at the picture. That damage does look any more than a scrap that could of been cause by veritcal rubbing against the contret wall. of setting it down on concret poorly.

Apple is required to PROVE that the accedental damage cause it. if they can not prove it with out a shadow of a doute they are supposed to fix it. If there is a feeling that it was cause by the user they just deny it. even if it has no relationship to the problem

 

[plinden]

no I not but just look at these boards. Apple denies more warrenty claim that most. I hear more complains about apple denying claims than any one else really.

Dell is for example is very willing to fix there laptop. For them to deny it you pretty has to be really crystal clear that you did accedental. Damaage case will not be enough to do it. Physica damage to the part in quesion yeah they deny it but that crystal clear. If any doute is involved they cover it unwarrenty.

Ah, so your evidence is anecdotal ...

http://www.google.com/search?hl=en&q=dell+warranty+complaints&btnG=Google+Search

 

[Timepass]

Ah, so your evidence is anecdotal ...

http://www.google.com/search?hl=en&q=dell+warranty+complaints&btnG=Google+Search

yes most of them where complains about how dell wasnt doing what they wanted them do. Dell was not DENYING warrentys. There a differnce there. Apple denies warrenitys

 

[plinden]

yes most of them where complains about how dell wasnt doing what they wanted them do. Dell was not DENYING warrentys. There a differnce there. Apple denies warrenitys

You read all 631,000 results in such a short time?

 

[Tan from London]

Apple described this damage as extensive!!! And honestly that's all there is! When I switch on the laptop now (with the mains), the screen does not come on but there is a humming sound, maybe the fan. The screen stopped working after I initially followed instruction from the Tech Dept during a fault-finding task when I first called. Quite honestly, I should not ahve listened to the person as he kept going back to and fro to ask someone else what needs to be done.

 

[Timepass]

You read all 631,000 results in such a short time?

glace though the first few pages. almost everyone one of them was the same thing over and over again.

http://www.consumeraffairs.com/computers/apple_care.html
compared to apple havine deny and deny over and over again. huge diffence there.

me 1 you 0

 

[janey]

glace though the first few pages. almost everyone one of them was the same thing over and over again.

http://www.consumeraffairs.com/computers/apple_care.html
compared to apple havine deny and deny over and over again. huge diffence there.

me 1 you 0

No. Obviously you are reading a rather large Mac forum where ANYONE with problems decides that this is the best place to rant and does so. Obviously you aren't gonna be seeing a lot of Mac/Apple related rants on a forum for Dell enthusiasts, or for HP enthusiasts, or for Microsoft fanboys, but instead see ranting about Dell, HP or Microsoft, respectively.
The audience you're paying attention to happens to have a disproportionally large number of complaints due to the nature of these forums.

Until you come up with actual solid evidence that Apple's been voiding warranties for any reason whatsoever more often than any of the other manufacturers, no, it's you 0 and everyone else 1.

It's standard policy for most manufacturers to not cover any accidental damage until you get an insurance policy or extra warranty that explicitly covers accidental damage, as otherwise people would be breaking their electronics on purpose a month before the warranty runs out to get a new machine.

I mean, I totally sympathize with the OP about their situation, it sucks, but that's just the way things work, not just Apple, but everyone else as well. I've bitched before about Apple not covering any repairs due to some seemingly unrelated accidental damage. The best you can do is ask Apple for a refund on your AppleCare, and then go get a quote from a repair center if you want to get it fixed. If you insist on continuing to try to get Apple to repair it for you, try giving Apple Executive Relations a call or email (google around, or for email try sjobs@apple.com ), and maybe they can help make things a bit smoother.

 

[Applespider]

Apple described this damage as extensive!!! And honestly that's all there is!

To be honest, that looks like quite a dent to me with the metal warped and coming away from the frame. I can understand them saying that it's no longer covered since it's a pretty obviously misshapen as opposed to a minor dent. How high did you drop it from?

You said that it's insured; I think that you should get on the blower to them and make a claim on that. It's most likely your best bet for getting the 'book fixed at the lowest cost to yourself

 

[Mord]

Here are two pics of the damage

no way in hell could that cause a complete disfunction, thats a cosmetic problem it's a tiny ass dent and their is just a small cable running around the battery which could not possibly be damaged by such a small dent.

call apple and demand they fix it, state the damage is cosmetic and if they are convinced the problem is caused by that damage ask them for photographic proof.

 

[plinden]

glace though the first few pages. almost everyone one of them was the same thing over and over again.

http://www.consumeraffairs.com/computers/apple_care.html
compared to apple havine deny and deny over and over again. huge diffence there.

me 1 you 0

Wow. That's sign of widespread issue ... two anecdotes, one from March 2004, the other from April 2003.

Dell: 6 complaints: http://www.consumeraffairs.com/computers/dell_warranty.html
34 complaints: http://www.consumeraffairs.com/computers/dell_svc.html

From the second one:

Timothy of Wahiawa, HI (06/02/06)
I purchased 2 laptops for my children in December of 05 for Christmas. I was told by the sales lady that I could purchase insurance in the event of damage, ie: if the computer was dropped or damaged in any way, it would be replaced. I explained to her that it would be worth it because I was purchasing them for 2 boys.

When my oldest son's computer was knocked off the table, I called Dell to see about sending me a replacement. I was told it was NOT covered.

I was misled and taken advantage of by Dell sales personnel. I paid extra money for nothing.

Anyway, this is getting silly, and distracting from the OP's issue.

 

[janey]

no way in hell could that cause a complete disfunction, thats a cosmetic problem it's a tiny ass dent and their is just a small cable running around the battery which could not possibly be damaged by such a small dent.

call apple and demand they fix it, state the damage is cosmetic and if they are convinced the problem is caused by that damage ask them for photographic proof.

Unfortunately it's not exactly a tiny ass dent as the case is slightly warped (re: applespider's post above yours).
Depending on how it was dropped there could be some internal damage, I could see that happening..

 

[portent]

Anyone can prove anything with anecdotes.

On the other hand, here's what PC Magazine noted in their survey of users

Once again, Apple achieves scores that are far and away the highest for all vendors in our survey, earning Readers' Choices in both desktops and notebooks. For Apple, in both the desktop and notebook sections of the survey, every single score is significantly better than the industry average for Windows machines. No exceptions.

Check the results here. They cover both reliability and satisfaction with repairs and technical support. (Registration required.)