Filing a Complaint Against Apple

[spoonyliger]

In this thread, I ask that you answer two questions regardless of how one affects the other.

But first, here's what's going on:
Bought a MacBook Pro about three years ago. A few months after I bought it, it crashed on me, but I don't know why. Took it to the Apple store I bought it from and they said they had to replace the hard drive (still under warranty). When I got it back, the DVD drive was dead, it wouldn't take in DVDs as much as I pushed them in there with my finger. Again, had to go to back to the same store to have it fixed. A few months later the computer crashed again, still don't know why. It just wouldn't boot up. Took it to the same store, they reinstalled the OS and wished me good luck. Same thing happened again a few months later. Took it to the store again, they reinstalled OS, wished me good luck and sent me off. The computer crashed again earlier this year, took it to the store when the new iPad came out and asked to speak to a manager. They said they couldn't get him for me because he was pretty busy. They sent me to the Genius Bar and they did the same thing as usual. The same computer just crashed again today and I'm honestly fed up with this. The store won't admit that the computer is defective so they won't replace it for me with a new one. I believe that it is. I doubt it could be anything I'm doing. The OS is Leopard and all I do is use it for internet browsing and doing my schoolwork on Adobe CS5.

So here are my questions:

1. I'm planning to go to the store and ask for a new laptop otherwise I'm filing a complaint or calling a lawyer. What do you think about this decision and how it may unfold?

2. How do I file a complaint against the store?

Thank you for your patience.

 

[blueroom]

Sounds like the store did a good job. Computers crash, even Macs. That's why it's important to backup your data.

 

[EricNau]

If you want to sue, you'll have to have a lawyer contact Apple's legal team. It would cost you more than a new computer, and threatening to sue (at the genius bar) will honestly get you nowhere.

You could sue in small claims court, where you wouldn't need the presence of a lawyer. This could work if Apple doesn't show up, but truth is, I don't think they've broken any laws.

I would try calling AppleCare. It's a different set of agents, with alternative methods for diagnosing and different procedures for offering repair. If that fails, you could ask to speak to a product specialist, or their customer service department.

Alternatively, you could contact Apple Executive Relations. I believe the most traditional means of accomplishing this is to explain your situation in an email to Tim Cook, provide your contact info, and wait for a response.

Remember to be polite, calm, and understanding. Accusations of wrongdoing will get you absolutely nowhere.

 

[spoonyliger]

Sounds like the store did a good job. Computers crash, even Macs. That's why it's important to backup your data.

Okay, but don't you think it's odd that a computer would crash these many times in three years? I mean, if you were in my shoes, how would you handle the situation.

Also, I never said that the store did a bad job by reinstalling the OS to address the problem.

 

[William.Mantle]

I'm sure Apple are really worried about this

 

[spoonyliger]

I'm sure Apple are really worried about this

Uhuh. Interesting.

 

[William.Mantle]

Uhuh. Interesting.

Like this thread

 

[/user/me]

Okay, but don't you think it's odd that a computer would crash these many times in three years? I mean, if you were in my shoes, how would you handle the situation.

Also, I never said that the store did a bad job by reinstalling the OS to address the problem.

It's hardware. It's not all perfect, especially if you got things replaced. Next time you go, ask for a new laptop. Whenever I've had a problem, i've always been very courteous and honest with them about my issues, and most of the time I didn't even have to ask for a replacement, they just took care of it. 2 laptops were replaced, and one had an overhaul of logic board and hard drive. Both were offered up by apple with no prompting. Perhaps it was your demeanor, or more likely, a genius who didn't want to replace your machine.

 

[chrono1081]

Okay, but don't you think it's odd that a computer would crash these many times in three years? I mean, if you were in my shoes, how would you handle the situation.

Also, I never said that the store did a bad job by reinstalling the OS to address the problem.

Crashing is a software issue usually, no one will cover software, its not possible. If it was hardware that needed replaced most places offer a "no lemon guarantee" where after three repairs of the same type (has to be hardware not software) then they'll replace the machine, but I have no clue if this is part of Apples policy or not.

If they replaced the hard drive each time or the drive or ram was found to be faulty and needed repaired maybe they'll work with you but if the hardware is good and its a software only issue it'll be chalked up to something you are doing.

Oh and as others have said, be super polite. Theres lots of hidden things people can do for you but they only do it for the nice folks.

 

[MorphingDragon]

Like this thread

Mature Stage of the Laptop Product Lifecycle. A lost customer means nothing to Apple.

---

Welcome to the world of computers, where the only way you can ensure a non-****** customer service is to build your own. If you think this is bad/annoying you should deal with DSE, JB HiFi, Best Buy etc.