Can I demand a replacement?

[66217]

My trackpad mouse button has always been kind of "funny". It works, but when you click it, it seems you are not clicking. I tried the -piece of paper- solution, but it doesn't work as all the rest of the MB's I've used.

I went to an Apple Store and they changed my entire top case TWICE, but the problem continued.
I endured the problem some weeks, but I just couldn't stand it any more. So I go again to the Apple Store and the guy there tried to "fix it" himself, by forcing the part that is under the battery. The result: it just got worse. So they are ordering a new top case.

Do you think that, if this 3 top case doesn't work, can I demand a replacement?

I have also had a faulty hard drive and a faulty battery.

 

[Father Jack]

My trackpad mouse button has always been kind of "funny". It works, but when you click it, it seems you are not clicking. I tried the -piece of paper- solution, but it doesn't work as all the rest of the MB's I've used.

I went to an Apple Store and they changed my entire top case TWICE, but the problem continued.
I endured the problem some weeks, but I just couldn't stand it any more. So I go again to the Apple Store and the guy there tried to "fix it" himself, by forcing the part that is under the battery. The result: it just got worse. So they are ordering a new top case.

Do you think that, if this 3 top case doesn't work, can I demand a replacement?

I have also had a faulty hard drive and a faulty battery.

I think you have a good case.

FJ

 

[Abstract]

I'd ask for a manager, and then explain to him what happened. Throw in the words, "I think I got a lemon" several times, and you might get a new machine.

 

[mrweirdo]

I feel your pain in a similar boat myself after going through a battery replacement two logic board replacements, top part for the bottom section of the case (the part with keys trackpad etc on it), both superdrive and hd. Its been in for repair 3 times total and this latest time someone at apple store or repair center managed to scratch the outsides of my case up along with incorrectly puting the new top of the bottom case so now there is this large gap in between the bottom and top of the case near the palm rest area.

I'm planing on giving customer relations a call tomorrow but from what I've been told is you need at least 3 repairs before they will consider a replacement and even so if you don't have Applecare it might be hard to convince them(depending on who you speak too) to do a replacement over yet anouther repair even though its still under warranty.

Anyways good luck on getting a replacement. Here's hoping we both wind up with nice new problem free core2duo macbooks

 

[Koodauw]

I think the official policy is 3 repair trips for the same issue, after that if you're still having the same issue they will replace it.

 

[Grimace]

yep, 3 times is the charm -- you just have to make sure it is documented with the Genius staff each time. If one wasn't documented at the time, they can go back and fill it in. Just get whatever you can printed out so that you have a copy.

Managers are usually good help with this. Don't make a big stink at the Genius Bar - as a former manager, the customers who pulled me aside and said, "listen, I don't want to get agitated in front of the other customers...here's what's going on..." always got a lot of respect from me.

 

[66217]

yep, 3 times is the charm -- you just have to make sure it is documented with the Genius staff each time. If one wasn't documented at the time, they can go back and fill it in. Just get whatever you can printed out so that you have a copy.

Managers are usually good help with this. Don't make a big stink at the Genius Bar - as a former manager, the customers who pulled me aside and said, "listen, I don't want to get agitated in front of the other customers...here's what's going on..." always got a lot of respect from me.

The problem here is that Apple says it is within the normal standards. The guy at the store (it is not an Apple Store "per se", in Mexico there are only retailers) accepts that the trackpad button is not working as it should, but since the computer does recogizes when yo press it, Apple won't accept that the MB is faulty.

I really hope this third time it works correctly, but if not I really dont know what to do.
Do you suggest calling to the US? Where can I call?

The AppleCare center in Mexico is pathetic, they guys there are not willing to cooperate and they only tell me that they have to call Apple USA to check. So maybe it is better if I call US myself.

 

[Cardene]

If you demand a new product over and over, sometimes managers will place a note on your file that says you are overly demanding a replacement for your product. It is a standard retail practice.

Be careful when you demand a new laptop, and don't be too pushy/rude.

 

[MRU]

I think the official policy is 3 repair trips for the same issue, after that if you're still having the same issue they will replace it.

I believe it doesnt have to be for the 'same' issue.

 

[MaaseyRacer]

I would delete you mouse/track pad prefs and see if that fixes it. When the mighty mouse first came out, my cursor did similar things, I took it back. Got a replacement, samething. Deleted the prefs and the problem was gone. Well worth a shot, before you loose your mind trying to return a computer to Apple.

 

[Koodauw]

I'm pretty sure it does, as I just went through the whole thing with apple last week. But who knows I could be wrong.