Can I get a replacement/Refund?

[Air52]

I have had my Air a couple of months and for a while it was fine, but then a few weeks ago it started to freeze and the hard drive was clicking. So I called apple care and they arranged for it to be repaired.

New drive fitted
Fresh install of OSX
Supposedly checked to make sure its working.
Got it back last Friday

10 minutes of use today, freeze. By which time I was already home.

So I call apple care again today and say im really disappointed both in their service (repair was obviously a load of crap) and in the product (Which I need for college.) And politely state that because I have had 2 major hardware problems that I wanted a replacement Macbook Air or a Refund, not another repair. They said they dont give replacements unless you get lots of problems and its on a case by case basis.

Well I have had 2 major hardware issues and I desperately need my laptop to do my work, they still refused! Poor customer service IMO.

So they run my through some diagnostics during which it freezes up, then they tell me to do an erase and install of Mac OSX and to get in touch if the problem persists. Well it had only just been installed by an engineer on friday, so unsurprisingly I did it and within 10 minutes it freezes up again as soon as I open up Numbers...

So to get to the point, why are Apple refusing to replace my obviously faulty Macbook Air? All the components are soldered to the motherboard so they cant exactly repair it can they?

I'm taking my laptop to the Apple Store in Sheffield tomorrow in order to try and get a replacement in person. Am I likely to be successful?

Keep in mind this is my first Apple computer and that my desktop is a high end PC, you would think Apple would try to take good care of customers like me who are making the switch to Mac for the first time. Instead they seem intent on putting me off Mac's for life which is a shame because when my Air was working I loved it...

Sorry for the wall of text but I wanted to provide as much info as possible, I would be most grateful if some of you veteeran Mac users could advise me on how to resolve my issue with a view to getting a replacement Air.

Thanks,

 

[robbieduncan]

Apple normally don't even consider replacements until they have repaired it 3 times. They have repaired yours once.

 

[Air52]

Ok, but now that a hard drive fault has been ruled out. The only way they could possibly repair it would be to change every single part apart from the ones not soldered to the motherboard. So what is the point in a repair? Parts + labor to do that would cost them more than just giving me one off the shelf. + I spend even longer without a laptop which I paid a lot of money for, thinking that apple products were of high quality...

It just seems really illogical to me.

 

[robbieduncan]

Apple frequently swap logic boards to cure problems.

 

[Air52]

Is that as simple as it sounds? I heard Sheffield was their main service center, so could they do it in a few hours?

Actually looking at pics of the hardware inside the Air makes it look super simple to replace the main board. Maybe I'm just too demanding? Usually I get extremely good customer service so maybe I expect too much.

 

[Le Big Mac]

take it back and see what you can talk them into. if you have to do it a third time, you have to do it a third time.

yes, it sucks, but they're not singling you out. they've decided to take this approach because presumably experience has shown that in most cases a repair fixes the problem, and very rarely is a third repair necessary after a second one.

 

[robbieduncan]

Is that as simple as it sounds? I heard Sheffield was their main service center, so could they do it in a few hours?

I've no idea how long it will take. I'd certainly not expect an as-you-wait service. They will probably have a load of machines already booked in that they are working on.

 

[aleksandra.]

Ok, but now that a hard drive fault has been ruled out. The only way they could possibly repair it would be to change every single part apart from the ones not soldered to the motherboard. So what is the point in a repair? Parts + labor to do that would cost them more than just giving me one off the shelf. + I spend even longer without a laptop which I paid a lot of money for, thinking that apple products were of high quality...

It just seems really illogical to me.

You wouldn't be paying for it unless it's because of accidental damage, which I assume it's not, else they would've charged you already. So you shouldn't worry too much about their costs, Apple is a profitable company, they know what they're doing I suppose . If their policy is to attempt a repair at least three times, let them do it. It's likely they'll be able to solve the problem I think. I'm sorry about your inconvenience, I hate to be without a computer as well, but at least someone else is going to take care of it for you - no DIY or paying for repair.

 

[Air52]

Thanks for the advice all of you, I'll see how it plays out when I talk to them and go from there. I'm planning to push for a replacement until they look as though they're about to throw me out of the store lol.

I guess on the plus side, a new logic board is pretty much a replacement Air considering I already have a new HDD in it.

 

[SFStateStudent]

I guess on the plus side, a new logic board is pretty much a replacement Air considering I already have a new HDD in it.

It's all about ATTITUDE dude... Be nice, and nice things will happen. Have you filled-out the Customer Service Survey from Apple? That would be a nice start. Last time I filled one out, the Store Manager invited me to a Personal Shopping Spree "One-On-One" with her and I jumped at it. Picked out the top of the line and have bought three more Macs, and five 3G iPhones since then.

 

[That70sGAdawg]

This is very disturbing.
They must have a time limit on repairs, or replace it for you fast. Even Sony had better service with the last 3 Vaio notebooks I had. I'm relying on an Air daily now for business...

 

[MBA-MD]

Mba-md

I have had my Air a couple of months and for a while it was fine, but then a few weeks ago it started to freeze and the hard drive was clicking. So I called apple care and they arranged for it to be repaired.

New drive fitted
Fresh install of OSX
Supposedly checked to make sure its working.
Got it back last Friday

10 minutes of use today, freeze. By which time I was already home.

So I call apple care again today and say im really disappointed both in their service (repair was obviously a load of crap) and in the product (Which I need for college.) And politely state that because I have had 2 major hardware problems that I wanted a replacement Macbook Air or a Refund, not another repair. They said they dont give replacements unless you get lots of problems and its on a case by case basis.

Well I have had 2 major hardware issues and I desperately need my laptop to do my work, they still refused! Poor customer service IMO.

So they run my through some diagnostics during which it freezes up, then they tell me to do an erase and install of Mac OSX and to get in touch if the problem persists. Well it had only just been installed by an engineer on friday, so unsurprisingly I did it and within 10 minutes it freezes up again as soon as I open up Numbers...

So to get to the point, why are Apple refusing to replace my obviously faulty Macbook Air? All the components are soldered to the motherboard so they cant exactly repair it can they?

I'm taking my laptop to the Apple Store in Sheffield tomorrow in order to try and get a replacement in person. Am I likely to be successful?

Keep in mind this is my first Apple computer and that my desktop is a high end PC, you would think Apple would try to take good care of customers like me who are making the switch to Mac for the first time. Instead they seem intent on putting me off Mac's for life which is a shame because when my Air was working I loved it...

Sorry for the wall of text but I wanted to provide as much info as possible, I would be most grateful if some of you veteeran Mac users could advise me on how to resolve my issue with a view to getting a replacement Air.

Thanks,

If I can be honest, this is the wrong forum to complain. This is a worship site for the Almighty Steve Jobs and Apple. Instead of advice, you will get personal attacks.

I have had many, many similar problems and have never had such a headache with a laptop, but no one will listen. My advice, sell it on ebay or craigslist and get either another MAc or a PC. I am stuck with mine and have done things to manage but not cure the problems. The problems will be there until Apple gets a lawsuit, like they did a while back for the iPod batteries. Only when forced by the authorities and court orders will they stand up to the product and fix it.

I am in the same boat, a first time Mac user, and so far I only want to go back to Windows.

I honestly wish you the best of luck with it.

 

[SmurfBoxMasta]

next step = sjobs@apple.com

or later on remember: 3x unsucessful repairs = LEMON LAW = mandatory replacement with a new one or money back ! but u have to go thru your state's BBB + Consumer Affairs Dept to go this route, should it become necessary......

good luk !

 

[glitch44]

next step = sjobs@apple.com

or later on remember: 3x unsucessful repairs = LEMON LAW = mandatory replacement with a new one or money back ! but u have to go thru your state's BBB + Consumer Affairs Dept to go this route, should it become necessary......

good luk !

you must have missed the OP mentioning Sheffield, a city in the UK. He doesn't have a State BBB & Consumer Affairs Department. I'm not sure if there's an equivalent organization in the UK.

 

[TXCraig]

Call your local store and talk to the manager. Explain your pain. They will help you.

My MBA wireless card would not work and I spent a few hours on the phone with Apple Care. They told me to take it in the store.. they "fixed" it at the store only for the problem to come back when I get it home. I called the store manager and explained what had happened. She stopped me in mid story and said "If you bring the laptop back to us, we will repace it here on the spot". I did and she did...

One of the best experices I have ever had. There are stories out here that said the Apple store replaced a MBA with a MBP... that would be nice if you wanted one. I don't think they will EVER give you a refund. If you puchased the laptop on an Amex card and its withing 90 days of purchase, Amex might buy it from you.

 

[Wotan31]

you must have missed the OP mentioning Sheffield, a city in the UK. He doesn't have a State BBB & Consumer Affairs Department. I'm not sure if there's an equivalent organization in the UK.

No, but there may be an equivalent organisation in the UK.

 

[Kebabselector]

No, but there may be an equivalent organisation in the UK.

Indeed there is. Though by accepting a repair initially some of his rights are gone.

Trading standards will give advise, though the Apple store are operating within the law as they are fixing (or trying too) the device.

I personally don't think it's unreasonable to request a replacement, especially with all the issues you've had.

 

[marbles]

Take it in and see what they say in person , you never know they might swap it , but I doubt it , three fixes is the rule it seems , which is fair enough I suppose , unless it is within the first 14 days , then a return or refund is in order .

good luck & keep us posted what happens at the store

 

[Air52]

Well I took it in, had excellent and very polite service. At first they wanted to replace the logic board, had a brief chat with the manager and got him to call his superiors on the phone to authorize a replacement. And within an hour I walked out with a brand new MBA!

I have to say I am very impressed with Apple's face to face service, I don't think I have ever had such friendly, helpful and apologetic service!

So in the end I am a very happy customer, and as a result I could easily see my next desktop being a iMac.

Its worth saying that they do try to get you to accept a repair, you do have to ask a few times and explain why you think a repair is unacceptable. Also store employees cannot give you a replacement, so it is vital that you get them to contact their superiors who do have the authority. That's the only tips I can give the rest is down to luck really.

 

[gooddeal]

Glad that you get what you want.

However, I hope people don't use this as an excuse to get new computers all the time.

 

[Air52]

Apple always say that replacements are done on a case by case basis, so its not like it sets a precedent or anything. It just proves that it can happen.

 

[iSee]

I'm glad you got what you wanted, though I do think Apple support was doing the right thing in wanting to do another repair.

On repair #1 they replaced the hard drive which was the correct call considering the clicking hard drive.

On repair #2 I'd guess they were planning on replacing the logic board. There's a very good change that would've solved the problem, if for no other reason than that covers almost every other component. The display would be about the only thing left.

What they might need to improve is the testing they do to verify a repair. If they had run more expensive tests after replacing the hard drive and the computer froze, they could have replaced the logic board then rather than sending it back to you to find out it was still not working.

 

[SFStateStudent]

Congrats OP, I totally understand what you are saying about "the employees" needing authorization to give a replacement. When I sent my customer survey in to corporate, I'm pretty sure they advised the Store Manager to invite me back... Good on ya'!

 

[marbles]

Well I took it in, had excellent and very polite service. At first they wanted to replace the logic board, had a brief chat with the manager and got him to call his superiors on the phone to authorize a replacement. And within an hour I walked out with a brand new MBA!

I have to say I am very impressed with Apple's face to face service, I don't think I have ever had such friendly, helpful and apologetic service!

So in the end I am a very happy customer, and as a result I could easily see my next desktop being a iMac.

Its worth saying that they do try to get you to accept a repair, you do have to ask a few times and explain why you think a repair is unacceptable. Also store employees cannot give you a replacement, so it is vital that you get them to contact their superiors who do have the authority. That's the only tips I can give the rest is down to luck really.

Happy you got a result that is acceptable to you .Thanks for keeping us informed.Was it the Sheffield store you went to btw?.

I agree with the other comment further up that Apple should do more in depth testing on machines so that when a machine has been in for 'repair ' they are certain that the machine is working before it is returned to the customer....most annoying when a machine is sent in for repair and is returned still not working correctly, which seems to happen a bit too much with Apple machines lately ....and before anyone pipes up saying " Apple has the best consumer record ...blah blah blah ...." its not acceptable for machine s to be sent in for repair and return with the same fault ....from any company .

 

[Air52]

It was indeed the Sheffield Apple Store.

I should mention that the first repair was carried out by an Authorized Apple repair center, NOT Apple themselves. Apple care told me to take it there to be repaired. I am 100% confident that if Apple themselves carried out the repair then they would have spotted the problem. So Apple's own technicians cannot be blamed in this instance.

When I filled out the survey on the store, I gave them 10/10 for everything.