in store repair... advice pls

[bearbo]

so i brought my mbp in store for repair, i had feared to send it in due to the potential 3 wks wait, w/o solving any problem, and causing more... so i decided to take it in to the store to have them do it there...

long story short, i brought it in last tuesday, showed genius the major problems (backlight unevenness, whine, kernal panic). the dude saw the backlight and heard the whine, but said those problem aren't uncommon, and repairs might not fix it... i mean, what kind of answer is that, am i supposed to just live with it?? but the dude said he'll have to keep it overnight for testing, maybe 24 hrs, i said fine

next day i called, apparently they didn't do anything on tuesday, started to run test on wed morning... it's another dude (dude2), he said that he doesn't know when they can replicate the problem (altho they can see and hear it? maybe not the kernal panic, but c'mon).. he said it might take days... i asked when should i call back and check, he said (sarcastically) "depend on when do i want my computer, i can check in few hrs, or few days, whenver i want my computer back, i can just pick it up"

so that afternoon i went into the store and (admittedly wasn't happy, but i tried to be polite) see what's going on, he said (altho he implied he didn't find any problem, cannot replicate anything) he'll have to replace the LCD, maybe that'll help w/ the backlight and whine... i said "maybe?" he said he'll order a few more parts... he gave me estimation that it'll take a day or two for the part to come in, and another day or two for them to install it... i found that somewhat acceptable, given there's not much i can do other than that.. i was just happy he gave me machine back in the meantime.

that was wednesday... thursday and friday goes by, i called on saturday night to see if the the parts come in already, but the person on the line (who i forgot to get the name, i have names of all previous agents) very impatiently claimed "we'll call you when the parts comes in", conveniently ignored the previous timeline he gave me and without any new estimations...

now i'm just waiting, 1 or 2 days soon will become 1 week... and this is just for apple to order the parts? i mean, is that normal or am i being unreasonable here? what's gonna happen to the actual installation process?

this further confirmed my fear of sending it in.. i mean, i know i'm paranoid, but this experience certainly doesn't help with that...

for a few days i've been directing my anger at apple... but now i think i've diverted my frustration and unsatisfaction towrad that particular store..

any suggestion/advice on what more i can do at this point, beside wait (im)patiently?

 

[jimijay]

I always hear Apple has fantastic support but I never get the 'fantastic' support but it is usually better than most.

I'm going through a Macbook repair that I sent in-- usually sending it in is lightning fast with DHL overnight shipment Apple uses but that is if the part is in stock. Your best bet may be to call Applecare (never too late to buy it and its a good investment) and ask to talk to a product specialist. Hopefully you'll get matched up with someone knowledgeable and they might can give you an estimated time for repair if sending it in. My guess is when sending it in, they'll just replace the part as opposed to giving you a run-around you'll get in the store. If products are on order all around, your best bet will just be to wait patiently on the store for the parts. At least you get to have your MBP for use, instead of sitting on the shelf at the repair center (alongside mine). If the store does not resolve your issue, next time definately call Applecare and voice your problems. Good luck.

 

[bearbo]

this is so frustrating

has anybody else tried to repair in store and they need to order parts? how long does it usually take?

i somehow cant imagine it would take longer than say 3 days... i mean,

 

[NYmacAttack]

this is so frustrating

has anybody else tried to repair in store and they need to order parts? how long does it usually take?

i somehow cant imagine it would take longer than say 3 days... i mean,

Is this an apple retail store you brought it to or an authorized repair center?

 

[bearbo]

Is this an apple retail store you brought it to or an authorized repair center?

this is an apple retail store... why, don't they have certified technician?

 

[NYmacAttack]

this is an apple retail store... why, don't they have certified technician?

When I brought a couple things to be fixed to an Apple retail store they either exchanged them or sent them in to be repaired. I never had anyone do a repair at the store. When I asked what service they could do at the store they said it always would have to be sent in. Maybe this was just a smaller store?

 

[bearbo]

When I brought a couple things to be fixed to an Apple retail store they either exchanged them or sent them in to be repaired. I never had anyone do a repair at the store. When I asked what service they could do at the store they said it always would have to be sent in. Maybe this was just a smaller store?

oh yeah... i think some store can do in-house thing on certain things, some store don't at all

 

[NYmacAttack]

oh yeah... i think some store can do in-house thing on certain things, some store don't at all

Your best bet would be to call the store and ask them if they sent it out. They should be able to tell you that much.

 

[bearbo]

Your best bet would be to call the store and ask them if they sent it out. They should be able to tell you that much.

no they didn't send it out, i have it right now... they are supposed to order the parts and call me.. then i'll back bring it in they install the parts...

but it's taking the almost a week to get a display, which i somehow don't think it's likely to be a part on shortage...

 

[NYmacAttack]

If your machine is stock and you are firm, but polite with them I have gotten them just to do a swap for another machine especially after they have made you wait for a part with no date of when they will get it in.

 

[bearbo]

If your machine is stock and you are firm, but polite with them I have gotten them just to do a swap for another machine especially after they have made you wait for a part with no date of when they will get it in.

well... i'd definitely love one (esp the new C2D one) but it's 3 months old, and they wouldn't do that for me without any "repair history" at least

 

[NYmacAttack]

well... i'd definitely love one (esp the new C2D one) but it's 3 months old, and they wouldn't do that for me without any "repair history" at least

Well if it were me and it were bothering me I would at least speak to the manger to at least get a straight answer. Only other option is to give Applecare a ring.

 

[bearbo]

Well if it were me and it were bothering me I would at least speak to the manger to at least get a straight answer. Only other option is to give Applecare a ring.

i think i'll ring applecare when it offcially became one week from when the genius told me it'll be 1~2 days..

it was the manager who told me i need to have a repair history before they'd consider replacement

 

[garfield2002]

I'm sorry to hear about your problems. I had my MBP repaired at an Apple store becuase my right side fan started making an awful grinding noise. Genius at the bar heard the noise and ordered the right fan asembly. I also asked about the processor whine and I too got the 'its normal' answer.

So, it took three days to get the part, but becuase the problem was not critical they let me keep my computer until the part arrived. I brought the computer in they morning that the store called and was told it might take a 1 to 3 days to be finished. To this Apple stores credit the repair was done the evening that I brought it in. I think that the time will vary, perhaps considerably, with the number of other machines the technicans have to do. From what it sounded like the repair technician was not in everyday he just happended to be coming in the day of my repair.

Best of luck, I hope eveything works out for you.

 

[bearbo]

I'm sorry to hear about your problems. I had my MBP repaired at an Apple store becuase my right side fan started making an awful grinding noise. Genius at the bar heard the noise and ordered the right fan asembly. I also asked about the processor whine and I too got the 'its normal' answer.

So, it took three days to get the part, but becuase the problem was not critical they let me keep my computer until the part arrived. I brought the computer in they morning that the store called and was told it might take a 1 to 3 days to be finished. To this Apple stores credit the repair was done the evening that I brought it in. I think that the time will vary, perhaps considerably, with the number of other machines the technicans have to do. From what it sounded like the repair technician was not in everyday he just happended to be coming in the day of my repair.

Best of luck, I hope eveything works out for you.

see 3 days to get he parts isn't too bad... but a week? what i'm especially unhappy is that the people from the store aren't being nice when i called (once, i only called once!, i did not repeatedly call everyday to check whether they received the parts!) to check... and it was after the number of days he quoted me...

 

[S2NINJA]

When i had to bring in my MBP in for repairs (broken sound board), the tech quoted me 5-7 business days to get the part.

I called him on the 5th day, but he didn't get the part yet. He called me back on the 6th business day, but i was busy and couldn't pick it up. I guess he installed it right after he got the part.

Got it back on the 7th day.

To me that's a pretty average turnaround time. When i brought my Toshiba laptop in for a screen repair he had it back to me in 5 days. IMO, as long as it comes back within 7 business days, then i'm pretty happy.

I'm sure there are plenty of horror stories where they have their computers in for repair for a whole MONTH!

 

[bearbo]

When i had to bring in my MBP in for repairs (broken sound board), the tech quoted me 5-7 business days to get the part.

I called him on the 5th day, but he didn't get the part yet. He called me back on the 6th business day, but i was busy and couldn't pick it up. I guess he installed it right after he got the part.

Got it back on the 7th day.

To me that's a pretty average turnaround time. When i brought my Toshiba laptop in for a screen repair he had it back to me in 5 days. IMO, as long as it comes back within 7 business days, then i'm pretty happy.

I'm sure there are plenty of horror stories where they have their computers in for repair for a whole MONTH!

today's officially the 7th day, 5th business day (or 7 for apple, since they open 7days a wk! )

i somehow dont see it's likely they'll get it today

what's the case number if i put it in the store? is it the BEAR number?

 

[S2NINJA]

Hmm... I'm not sure what a BEAR number is. When i brought mine in, they gave me a receipt w/ a SRO number (Service Request Order?).

Keep in mind that although they are open 7days a week, deliveries may only be on business days (monday - friday).

In reality, I brought mine in on Tues, Nov 14th, and didn't get it back until Thurs, Nov 23rd. That's actually 9 days. (the day I brought it in doesn't count).

I think you should try to chill out. it really hasn't been too long. On the other hand, it doesn't sound like they're too friendly over there....

Off Topic:
If the apple stores only service apple products...why don't they keep a stockpile of parts? Or at least the most common parts that are replaced... (logic boards, keyboard, screen...)

 

[bearbo]

Hmm... I'm not sure what a BEAR number is. When i brought mine in, they gave me a receipt w/ a SRO number (Service Request Order?).

Keep in mind that although they are open 7days a week, deliveries may only be on business days (monday - friday).

In reality, I brought mine in on Tues, Nov 14th, and didn't get it back until Thurs, Nov 23rd. That's actually 9 days. (the day I brought it in doesn't count).

I think you should try to chill out. it really hasn't been too long. On the other hand, it doesn't sound like they're too friendly over there....

Off Topic:
If the apple stores only service apple products...why don't they keep a stockpile of parts? Or at least the most common parts that are replaced... (logic boards, keyboard, screen...)

i have a thing called:
AppleCare
Service Repair Request
Please retain this document for your records.
Date:________________Store telephone:________________BEAR number:

 

[pmackin]

PM me your serial number if you want . An i could check on the part's/general status of whats goin on with your machine.

 

[bearbo]

PM me your serial number if you want . An i could check on the part's/general status of whats goin on with your machine.

how do you do that? can I check?

 

[bearbo]

so it's been 7 days (7 business days, mind you ) already... still no call, nothing from the apple store

what should i do?

i dont want to keep calling them and making the more annoyed.. afterall, i still have to count on their mercy to not break my machine when it's actually being repaired.

 

[Apple Corps]

bearbo - so much for your original premise:

"so i brought my mbp in store for repair, i had feared to send it in due to the potential 3 wks wait, w/o solving any problem, and causing more... so i decided to take it in to the store to have them do it there..."

Pick up the phone & call Apple - they will overnight you a box to return your machine in and set things straight in a better fashion than what you are describing thus far. I've had OUTSTANDING service from Apple for the few times it was needed.

 

[bearbo]

bearbo - so much for your original premise:

"so i brought my mbp in store for repair, i had feared to send it in due to the potential 3 wks wait, w/o solving any problem, and causing more... so i decided to take it in to the store to have them do it there..."

Pick up the phone & call Apple - they will overnight you a box to return your machine in and set things straight in a better fashion than what you are describing thus far. I've had OUTSTANDING service from Apple for the few times it was needed.

so you think i shoud just forget about the apple store and tell them "screw you!"

i guess i dont have to go to that particular store...

how long is the turn around time for ship it in?

 

[puckhead193]

i had to send in my pb for a new logic board, I waited three weeks for the dam thing. What really pissed me off was that i was leaving for school and i had it shipped back to the store in NY... when i called up apple to have it shipped to the store near my school they wouldn't do it. THe store in NY had to send it over night to the store in boston.... grr what a load of crap...