Italian Customer Care Service

[keithjarrett]

Hi guys,
this is the first time I a drope down a coupple of line in this amazing forum. My name is Simone i am a student and a worker. I have to ask you some advices about my bad bad experience with the customer care relation in Italy. The story it is very long but i will do my best to make a short resume. At the begining of August i boght a beatiful macbook pro 15.4" 2ghz. After one day it started to have a lot of hardware and software problems. In 15 days i had 83 kernel panic, the keybord wasn't assembled in the right way..i had a lot of electrical discharge on the alluminium case. Finaly i phoned a lot of times to the apple cutomer care here in Italy (you have to pay the call) and i brought the macbook pro to an apple center. They changed the logic bord, the keybord, all the isolation for the hot temperature of the core duo and the mac os x ompletely reinstalled.
I brought back my macbook pro to my house and immediately it started to have some problems. I can type down using text editor bacause the left part of the case became incredibly hot..i had continuing crash using programss like safari, photoshop and dreamweaver...plus i need to wear my sport shoes because the eletricy on the alluminium case.
Well i phoned again to the italian customer care office, i brought again my computer to an apple center....finaly the customer care service said me that this kind of problems are normal apple's problems for users. So they did not authorize the reparation neither the replace of my macbook pro that have a lot of problems.
Untill now i used my macboo pro just for 7 days...right now is still at the apple center. I really can't understand this way of tret the customer. I now i was unluky to by this model that have a lot of problems but apple but Mr Giovanni Fogliato from the Italian customer relation refuse my simple request...just repalce my macbook pro with a new one but he did not want. I tried to ask him to speak with a supervisor but he say me to type down a letter (not an e-mail..we live in the medieval time?) and that's all!!
My brother thanks to my advice bought a mac book pro and it is very happy because it work perfectly.
Please i ask you an advice about what i have to do before go to my family's lawyers and contact the italian customer association. I really can't belive that Apple treat customers in thais way!!
Thanks to everybody for the patience and the interest in my issue.

Simone

 

[Queso]

Apple have internal procedures that customers with serious problems must follow before a machine gets replaced. Although it is very frustrating, you must write that letter and then keep calling by telephone until you get the replacement. Apple know the law and they know they must either fix or replace the machine.

Good luck.

 

[The General]

I had my Macbook Pro for 2 weeks and the video got totally messed up, I took it to the Apple store and they shipped it to the repair place, after 2 weeks of waiting for it, I called them up and told them I just want a new one and they were like whatever, and shipped me a new one.

But ... I have bought around 25 Macs, 10 monitors and 5 iPods under my account in the past 3 years so perhaps they gave me special treatment?

 

[ormandj]

I had my Macbook Pro for 2 weeks and the video got totally messed up, I took it to the Apple store and they shipped it to the repair place, after 2 weeks of waiting for it, I called them up and told them I just want a new one and they were like whatever, and shipped me a new one.

But ... I have bought around 25 Macs, 10 monitors and 5 iPods under my account in the past 3 years so perhaps they gave me special treatment?

If I am not mistaken, you live in the USA. Apple overseas and Apple here are two different beasts when it comes to repairs. I've had VERY negative experiences with Apple outside of the USA when attempting repair/warranty service. The sad thing, I am an ex-Apple employee.

To the original poster, I don't believe in this "you should accept this is how it is with Apple" crap. You, living in Italy, must find somebody of importance to get this resolved, or you will be stuck in a LOT of red tape. Italy is famous for this, and Apple operates the same over there as your government. You just need to be persistant, write that letter, but make sure it is very strong and clear on what you want, and that you obviously have an extremely flawed (un-repairable) notebook.

If this still does not work, a letter to Cupertino might work. Hand-written is best, because email is often ignored, hand-written letters are less so (not so much SPAM!)

Ciao,
David