Getting Screwed by apple

[fh2level]

So I had to take my computer into the apple store because it kept crashing. I purchased Apple Care Pro. They ended up replacing the logic board and HD. I get it back and the mouse no longer works, even when a USB mouse is plugged in. So I take it back to the store. They look at it, call me back in 10 minutes and say that the computer has been dropped and it voids apple care. I come back to the store, and there is a small dent above the monitor out, it is just bent out a little, nothing big, NOTHING that could cause anyproblems. They said to bad its over, your apple care is void. THis is bullS&*#, the mouse worked just fine before APPLE OPENED THE COMPUTER!!!! and I do not remember seing a dent on my computer before I took it in. So they are blaming me for their messup and now my computer is unusable. THANKS APPLE!!!!!

 

[killmoms]

Try calling AppleCare and registering a complaint. State your case calmly, maybe ask for a supervisor up front. Maybe fire off an e-mail to sjobs@mac.com (I believe that one's right).

 

[CaptainCaveMann]

So I had to take my computer into the apple store because it kept crashing. I purchased Apple Care Pro. They ended up replacing the logic board and HD. I get it back and the mouse no longer works, even when a USB mouse is plugged in. So I take it back to the store. They look at it, call me back in 10 minutes and say that the computer has been dropped and it voids apple care. I come back to the store, and there is a small dent above the monitor out, it is just bent out a little, nothing big, NOTHING that could cause anyproblems. They said to bad its over, your apple care is void. THis is bullS&*#, the mouse worked just fine before APPLE OPENED THE COMPUTER!!!! and I do not remember seing a dent on my computer before I took it in. So they are blaming me for their messup and now my computer is unusable. THANKS APPLE!!!!!

I would be pissed to.

 

[Chrispy]

Try calling AppleCare and registering a complaint. State your case calmly, maybe ask for a supervisor up front. Maybe fire off an e-mail to sjobs@mac.com (I believe that one's right).

This is good advice. Definitely call and speak with a supervisor. Be cool and professional about it but stern as well. If that doesn't work then send an e-mail to sjobs@mac.com. It doesn't really go to Steve but it gets you in touch with their consumer relations folks very quickly. Let us know how this goes. Best of luck... don't let them screw you. If you fight enough, you will win.

 

[Carlsen]

I feel your pain.

I sure hope my Mac never breaks. As far as I know, Apple has a horrible costumer service in Denmark - especially when dealing with warranty issues. They even made it on TV here for screwing people.

I fail to understand how a company that makes such good products, seem to fail their costumers so badly.

 

[fh2level]

Thanks everyone, Im a little bit more calm now. I am going to go back to the store after work today and try to resolve it, as well as take your suggestions. Thanks again.

 

[mattscott306]

According to consumer reports, apple has one of the best techonology customer service groups in the US. I'm really surpised you are being treated like this, and I agree with the other posters, you should email sjobs. Good luck.

 

[PDE]

According to consumer reports, apple has one of the best techonology customer service groups in the US. I'm really surpised you are being treated like this, and I agree with the other posters, you should email sjobs. Good luck.

I've found that the first thing to do in these kinds of situations that occur in Apple Stores is to ask to speak with a manager. Once that happens you're dealing with somebody who can actually make some decisions. Just remember that when you talk to that person it's a good idea to remain calm and simply explain - in a neutral way - what happened and what you're hoping the manager can do for you. In my experience, it's very useful to make sure they know what you want in an explicit way.

If that doesn't work, a nice letter to Mr. Jobs worked wonders for me. I think the address is sjobs@apple.com, but I'm sure sjobs@mac.com works too. That will hopefully get you in touch with Apple Executive Customer Relations - and they are usually great to deal with.

If that doesn't work, there's the Better Business Bureau. A complaint there usually gets you to Apple Executive Relations too....

Have fun! I'm sure it will work out to your satisfaction.

 

[iW00t]

The @mac.com one bounces, stick with the corporate email account.

It would have been better if you taken pictures of your machine prior to sending it in and ensure that the receiving staff acknowledges the condition of your machine and notes it in the service chit.

 

[PDE]

usually they mark on the service slip if there is any damage on the case. If they didn't do that, then they can't really come later and say that there was.

Also, these cases buckle and bend, even without impact. If you look at the macbook pros that the geniuses use - many of them are buckling out where they are locked with kensington locks. The aluminum is super thin and can buckle under regular use. Unless they can show that the dent/buckle has caused the computer to malfunction, I don't think they have a case. Still, just go talk to the manager. It's not worth it for them to make you angry and cause you to stop being an Apple customer. I'm sure they'll take care of you.

 

[iW00t]

It's not worth it for them to make you angry and cause you to stop being an Apple customer. I'm sure they'll take care of you.

While this may not be the case in the States, but the trouble is many service centres in other parts of the world are not owned and operated by Apple, they are independent entities altogether.

Simply put, they probably won't care if you remain an Apple customer or not, chances are your Dell will still end up with them for servicing.

 

[Pressure]

I feel your pain.

I sure hope my Mac never breaks. As far as I know, Apple has a horrible costumer service in Denmark - especially when dealing with warranty issues. They even made it on TV here for screwing people.

I fail to understand how a company that makes such good products, seem to fail their costumers so badly.

Funny, the problems I have come across in Denmark was not Apple but the licensed Repair Centers (which isn't owned by Apple).

 

[PDE]

While this may not be the case in the States, but the trouble is many service centres in other parts of the world are not owned and operated by Apple, they are independent entities altogether.

Simply put, they probably won't care if you remain an Apple customer or not, chances are your Dell will still end up with them for servicing.

I know, but the original poster is in FLorida....

 

[greenmeanie]

Apple has bent over backwards to make me happy for having one dead pixel.
I would go up the food chain and call apple themselves because they really do seem to want to make the customer happy.
My wife said at the school she does IT at that one of the g5's died and they replaced it with a new c2d macpro. Try that with dell or any of the other companies.
But she tells me the people they send out to "repair" the macs are morons LOL.

 

[dvader]

Thanks everyone, Im a little bit more calm now. I am going to go back to the store after work today and try to resolve it, as well as take your suggestions. Thanks again.

This isn't right. All the advice I read here sounds very good. I hope you get your problem resolved. Keep us informed. Hopefully good news in the end.

 

[fh2level]

This is actually in California, I havn't updated my profile in a while . Anyways I took the computer to The Grove in L.A. where they were really helpful and are going to replace the top and bottom cases and fix the mouse. The Store that told me that My AppleCare was void was the store in Santa Monica...so avoid this store if possible because their customer care is crap.Thanks for all of the suggestions everyone. In 7-10 days it should be good as new... I can safely say I will purchase another Mac in the future . Just not from the Santa Monica store

 

[Chrispy]

YAY! A happy ending

 

[dvader]

This is actually in California, I havn't updated my profile in a while . Anyways I took the computer to The Grove in L.A. where they were really helpful and are going to replace the top and bottom cases and fix the mouse. The Store that told me that My AppleCare was void was the store in Santa Monica...so avoid this store if possible because their customer care is crap.Thanks for all of the suggestions everyone. In 7-10 days it should be good as new... I can safely say I will purchase another Mac in the future . Just not from the Santa Monica store

Wait a minute. I'm confused. So your warranty wasn't void or was it still void, but The Grove in LA were kind enough to give you service anyway?

 

[munckee]

Wait a minute. I'm confused. So your warranty wasn't void or was it still void, but The Grove in LA were kind enough to give you service anyway?

Sounds like he's saying it isn't, but the Santa Monica store tried to refuse service by claiming it is void.