Frustrated with in store service

[UTB_Avid]

Sorry if this is not the proper place for this post, but I am not sure where else to go with this and I need some advice.
Ok, I am really trying to have grace because the Yorkdale store in Canada is new, but my three week old 15" PB has been at their store for two weeks. (I guess that makes the machine five weeks old now) I orginally took it in because it appeared to need a new backlight inverter (their diagnosis, not mine) and possibly a new screen. They gave me a rediculously hard time about servicing my computer because I had purchased it in the US (where I live), but was trying to get it serviced in Canada, (which is where I go to school). The computer is brand new and still a good eleven months within the factory warranty. (I don't have applecare but that is just because I figured I could upgrade within the year when I have a little bit more money.) I called apple and they said that the Yorkdale store should service it because... still under original warranty etc. Called Yorkdale store they said no. This went back a forth for some time until Yorkdale finally realized that Apple was right and they had to service it. Since then everytime I have called I am told next to nothing about my computer, just that they will call me when it is fixed. I finally got some response today, but it was next to useless except to tell me that my computer wasn't fixed yet. The guy actually said he didn't know the technical term for what was wrong just that something else needed to be replaced as well. Now correct me if I am wrong, but a brand new powerbook shouldn't have multiple things wrong with it after only three weeks, and on top of that when they are fixing my computer they should know what part they are fixing right? This situation is just a bit frusterating for me. Maybe I can get a RAM upgrade out of this. Probably just wishful thinking. What should I do? Is there anything I can do?

 

[sk8erboy]

Sorry if this is not the proper place for this post, but I am not sure where else to go with this and I need some advice.
Ok, I am really trying to have grace because the Yorkdale store in Canada is new, but my three week old 15" PB has been at their store for two weeks. (I guess that makes the machine five weeks old now) I orginally took it in because it appeared to need a new backlight inverter (their diagnosis, not mine) and possibly a new screen. They gave me a rediculously hard time about servicing my computer because I had purchased it in the US (where I live), but was trying to get it serviced in Canada, (which is where I go to school). The computer is brand new and still a good eleven months within the factory warranty. (I don't have applecare but that is just because I figured I could upgrade within the year when I have a little bit more money.) I called apple and they said that the Yorkdale store should service it because... still under original warranty etc. Called Yorkdale store they said no. This went back a forth for some time until Yorkdale finally realized that Apple was right and they had to service it. Since then everytime I have called I am told next to nothing about my computer, just that they will call me when it is fixed. I finally got some response today, but it was next to useless except to tell me that my computer wasn't fixed yet. The guy actually said he didn't know the technical term for what was wrong just that something else needed to be replaced as well. Now correct me if I am wrong, but a brand new powerbook shouldn't have multiple things wrong with it after only three weeks, and on top of that when they are fixing my computer they should know what part they are fixing right? This situation is just a bit frusterating for me. Maybe I can get a RAM upgrade out of this. Probably just wishful thinking. What should I do? Is there anything I can do?

write a letter to the BB.
talk to the store manager.
email contact upper tier of apple.com

make sure you tell us what happens.

hmm by the way, do you go to McGill?

 

[roadapple]

Make a history of what has happened so far, then go up the ladder, starting with the store manager, then apple corporate. Nothing will happen if you don’t speak to the right people. Be firm but polite, if this was a car we would call it a lemon.

 

[UTB_Avid]

Thanks a bunch. I will let you all know what happens.

 

[wdlove]

I'm very sorry to hear about the difficulty that you are having with your PowerBook. You purchased the PowerBook from Apple and should be able to get service anywhere. Documenting all your point of contacts is very important. Starting with the store manager is an important first step. If not happy, then call AppleCare and ask to speak with supervisor. It's important to be firm, but polite.

 

[public enemy]

remember that old saturday night live skit with adam sandler, where he would call his ex-girlfirend and hang up on her when she answered? well thats what you should do to them- payback! just dont get stuck with long distance charges!