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Executive RElations told me to p-- off!

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BadgerMac

macrumors regular
Original poster
Jan 6, 2003
122
1
I bought my 17" MBP back in February - at the time i was a part-time seasonal employee and got a screamin' deal on it since the new C2D machines had come out. Bought Applecare for it a couple weeks later. It worked like a rock until the end of July when the FW400 port went bad.

1) My machine went in on August 12th - replaced the logic board and the casing. Got executive relations involed and my rep (we'll call her DB) worked to expidite the repair. Machine came back running extremely hot and it would randomly wake from sleep.

2)Sent it back - repalced the case again (twice since one of the parts they used for replacement turned out bad). Came back and the top case was warped by the optical drive, and I think it caused the optical drive to struggle ejecting discs

3) Machine went back again, said they coudlnt' replicate the issue and sent it bck unrepaired. DB told me to go to the apple store, that was my only other option.

4) Took it to the Apple store. Genius saw and recoginized the warping issue. Couldn't replicate the drive eject issue and said the heat was normal, fine. They replaced the top case in store.

5) Got hte machine back last Saturday. Machine wont' sleep now when you close the lid. WHen you open it again it goes to sleep and only a hit on the power button will fix it.

Here' the kicker: Talked to my Exec. Svc. rep tonight. DB told me that they replaced parts that needed to be replaced (some "for customer satisfaction") and my only recourse was to go back to the store (45 mins. one way with no parking since it's a new mall) since she didn't think there was an issue. I point-blank asked her why I couldn't depot repair it, her response was that "YOu weren't satisfied with the preivous depot repairs, so this is your only recourse". WHen I asked her if they are refusing service, she danced around the question but said "That is your only option".

So, now I went BACK to the bar (luckily for me they had an appt. tonight before close since i"m not available to go for like a week. The sleep issue replicated itself for the genius and a manager (who was my manager). The genius said "Wow, at some point it's time for a replacement". Went to the back room, cam eback and said it's going in for DEPOT! That DB blacklisted in some way (or because I bought it on a deal or that I was an employee I'm supposed to get 2nd class service).

So it's been over a month, my machine still acts up, I dont' have it, it's been in to the depot 3x, twice to the genius bar, and now it's goign back again!

I'm beside myself. I'm not rude in any way, I know these reps I talk to are just doing their job. I'm frustrated beyond belief.

Thanks for letting me vent, let the flames begin!
 
Do you live in California? If so, there are some laws that can really help you out. Search for consumer protection laws. In most cases, the product must function in its intended form. For example, a computer not being able to sleep would not be performing one of its vital functions, and you would be owed a repair or a replacement. They also can't hold your product forever and not tell you what's happening. Otherwise, companies would wait until your warranty expires to return it to you. If Apple won't help you, go to the Better Business Bureau. This case is asking for it.
 
pianos101 said:
yeah; speaking from experience (well, two experiences really) it definitely does work.
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Worked for me. Sent an email and got a response within days both from executive relations AND from the 5th Ave Applestore manager. They upgraded me for 'free' (though I had experienced lots of trouble so it wasn't really free, at least not in terms of my time spent on this) to the latest 17" MBP from the lower end 15" MBP. Writing Steve Jobs definitely works if you write a good letter.
 
Exec. RElations is already involved. She's the one who forced me to either go to the Apple store or not get the repair. SHe wouldn't let me send the machine in for a 4th repair.

That's the crazy part, is that Exec. relations has been involved. I haven't yelled, I havne't asked for a new machine, etc.

Here's what's goign on with the machine now: http://tinyurl.com/2z68n5
 
Man I wonder what I did to deserve this then! I didnt' attack anyone in my contact with them. I suspect that since i bought my 17" when I was working PT at one the retail stores (on a GREAT deal) that they dont' want to eat the cost of another laptop. But that sucks that if you work there and buy something while working there you're treated as 2nd class.
 
BadgerMac said:
Man I wonder what I did to deserve this then! I didnt' attack anyone in my contact with them. I suspect that since i bought my 17" when I was working PT at one the retail stores (on a GREAT deal) that they dont' want to eat the cost of another laptop. But that sucks that if you work there and buy something while working there you're treated as 2nd class.
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Well, whatever the reason, since you have already reached the level of executive relations, time to move further up the chain, to executive officer! :D

(Of course I'm sure steve doesnt read the mail himself, but.. Meh.)
 
GavinTing said:
Well, whatever the reason, since you have already reached the level of executive relations, time to move further up the chain, to executive officer! :D

(Of course I'm sure steve doesnt read the mail himself, but.. Meh.)
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I think I've given up. I dont' know anywhere else to go with this. If i send another email to the sjobs address my previous rep (who has been evil incarnate ;) ) will get it and blow it off.

I guess it just shocks me that Apple operates this way (with me).
 
BadgerMac said:
I think I've given up. I dont' know anywhere else to go with this. If i send another email to the sjobs address my previous rep (who has been evil incarnate ;) ) will get it and blow it off.

I guess it just shocks me that Apple operates this way (with me).
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Like I posted above, you need the Better Business Bureau. They'll eat up a case of a company that's so popular not repairing its own products. Trust me, one phone call from them, and Apple will be happy to give you a new mbp;)
 
majordude said:
You have more patience than me.

Can you get a different account manager when you call Apple or do they always send you to DB?
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I've actually emailed and tried and got nothing. I think they "Blacklisted me". I wouldn't know where to call on this to try to get someone else to talk to besides DB.

CalBoy said:
Like I posted above, you need the Better Business Bureau. They'll eat up a case of a company that's so popular not repairing its own products. Trust me, one phone call from them, and Apple will be happy to give you a new mbp;)
Click to expand...

I actually opened a BBB complaint about 2 weeks ago, nothing heard back from them yet.
 
BadgerMac said:
I actually opened a BBB complaint about 2 weeks ago, nothing heard back from them yet.
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Keep them on it. We had a dispute with Motorolla one time over some bad phones, and it took about a month, but in the end, we got four new phones for free:cool:
 
I also love how they deleted my discussion in the Apple FOrums:

http://discussions.apple.com/thread.jspa?messageID=5345880#5345880

NEver have been one to do this, but got it on DIGG as well now:

http://digg.com/apple/Apple_tells_customer_they_wont_repair_laptop_any_more

CalBoy said:
Keep them on it. We had a dispute with Motorolla one time over some bad phones, and it took about a month, but in the end, we got four new phones for free:cool:
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Thanks CalBoy - I reopened a complaint with them on the local BBB site for that area vs. my own. HOpefully this issue will be resolved. It's a big company, I'm just one guy, I just want a machine that works. I'd even take a refurb Core Duo like my model. 3+ cases now and it still sleeps funny, something wierd is up.

I'm also quite the sucker. Got my $100 credit for my iPhone, and went and bought Applecare for my iMac with it (onmy ed discount so it cost me $25). Even after all this I'm still drinkin' the KoolAid!
 
majordude said:
That will teach you to Think Different than what they want you to think.
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I guess. Too bad too, I'm a huge fanboy, worked there for a short-time as a part-time gig in the retail store and loved it (though it was hard hard work). I know how rough those customer service gigs can be, especially at the executive level where they're dealing with teh worst of the worst in terms of computer problems and extremely frustrated consumers.

I was never impolite to DB, I was cordial, I did tell her I was frustrated, but you could tell from the outset this isn't the same Exec. RElations group that was there in the past, her back was up from the outset, wasn't understanding (even though she tried to come across sweet). I never demanded new equipment, I just humbly begged for a repair.

The funny thing is that the genius at the bar last night looked at my repair docs and said usually at this point it's a replacement, went to the back room (probably to get some authorization) and came back stone faced, woudlnt' say much, and said it was a depot repair (even though DB denied me that option on the phone). That is the most fantastic part of it - I couln't depot it from home, but now I Have to drive to the store to pick it up AFTER it goes to the depot FROM THERE.

DB felt (with the concurrent agreement of her "engineers") that my machine after the logic board fix had no problem. They replaced the case after I complained about the sleep issue for "customer satisfaction". When I took it to the Genius Bar the first time they saw my problem even though the depot had sent it back saying they coudln't "Duplicate" the issue, even though the casing hadn't been fixed. She said when she wanted me to go to the genius bar that the case issue "had worsened".

DB straight up didnt' believe that I had an issue, or could very well believe that I'm making things up. Who knows, but either way she's way out of line and to deny me a depot repair and force me to go to the genius bar is against AppleCare policy.
 
BadgerMac said:
1) My machine went in on August 12th - replaced the logic board and the casing. Got executive relations involed and my rep (we'll call her DB) worked to expidite the repair. Machine came back running extremely hot and it would randomly wake from sleep.
Click to expand...

The real question is why was executive relations involved after only a single repair. It seems to me like you were looking for some sort of fight from the get go. No wonder you are blacklisted and they are annoyed with you. Executive relation should only have been involved after you had the several incidents. I'm glad you're getting screwed over, and I hope they do nothing above and beyond simply fixing your computer. Seems to me like you're an individual just trying to score something for free.
 
antibact1 said:
The real question is why was executive relations involved after only a single repair. It seems to me like you were looking for some sort of fight from the get go. No wonder you are blacklisted and they are annoyed with you. Executive relation should only have been involved after you had the several incidents. I'm glad you're getting screwed over, and I hope they do nothing above and beyond simply fixing your computer. Seems to me like you're an individual just trying to score something for free.
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You can believe that, I understand. The reason they were involved from the beginning is that my machine went in to a "hold" mode because they didn't have a logic board for my machine available, which I didnt' buy since the machine is under a year old (from date of manufacture). So I emailed them asking to see if they could expidite the process so I coudl get the machine back. I was told when I opened the ticket (the normal way via phone) that it would be 5-7 days, and it was going to be 3 weeks from what they said. Iv'e seen the same situation with others stretch out for over 30 days and didnt' feel that was necessary.

Perhaps you should ask questions before assuming there kiddo ;) I do appreciate your support, it made my day!

Perhaps though you're just PO'd that you didn't use them about your mouse instead of throwing it away after 4 months. Sounds like you got an anger management problem.
 
BadgerMac said:
You can believe that, I understand. The reason they were involved from the beginning is that my machine went in to a "hold" mode because they didn't have a logic board for my machine available, which I didnt' buy since the machine is under a year old (from date of manufacture). So I emailed them asking to see if they could expidite the process so I coudl get the machine back. I was told when I opened the ticket (the normal way via phone) that it would be 5-7 days, and it was going to be 3 weeks from what they said. Iv'e seen the same situation with others stretch out for over 30 days and didnt' feel that was necessary.

Perhaps you should ask questions before assuming there kiddo ;) I do appreciate your support, it made my day!
Click to expand...

I would ask questions, but it seems you're spouting enough nonsense on your own. Again, why was executive relations involved from the beginning? It is commonly the case that parts are not in stock and in fact have to be ordered. If you do some sort of business or work-related activities on this machine, you should have a spare. This is absolutely another instance of people holding Apple to some rediculously high standard. Perhaps when you brought it in, they should have given you a new machine immediately. The way Apple handled this is well within the limitations described by AppleCare.

BadgerMac said:
Perhaps though you're just PO'd that you didn't use them about your mouse instead of throwing it away after 4 months. Sounds like you got an anger management problem.
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You're right, I'm so transparent. My face is so red right now. I probably should have got executive relations involved for this triviality.
 
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