Just got my Air back from Repairs...

[ercanbas]

And I AM NOT HAPPY!

Although they did replace the logic board, they left very noticeable scratched on the bottom and to make matters worse, it looks like when they were screwing in the logic board, they drilled too far so now I have this tiny pertrusion (sp?) on the left side of my keyboard. I am on the phone with Apple right now on hold. I tried calling Ken Bell who has been assisting me but he is gone for the day. I will update this thread soon when I get word of what will happen.

UPDATE: Ken Bell called and is having my Macbook Air replaced with a brand new one!

 

[miiles]

Wow...where was it serviced? Apple Store?

 

[ercanbas]

Wow...where was it serviced? Apple Store?

No, it was serviced at their Texas facility which was delayed because of Hurricane Ike.

 

[MBA-MD]

And I AM NOT HAPPY!

Although they did replace the logic board, they left very noticeable scratched on the bottom and to make matters worse, it looks like when they were screwing in the logic board, they drilled too far so now I have this tiny pertrusion (sp?) on the left side of my keyboard. I am on the phone with Apple right now on hold. I tried calling Ken Bell who has been assisting me but he is gone for the day. I will update this thread soon when I get word of what will happen.

When a technician changed my keyboard they did the same thing with the tiny protrusion. There are only two longer screws for the battery and it seems that he put one of them in the wrong place. It's really not a big deal but it's visible. i would be more worried about performance. If it's working well then don't worry about it.

 

[ercanbas]

When a technician changed my keyboard they did the same thing with the tiny protrusion. There are only two longer screws for the battery and it seems that he put one of them in the wrong place. It's really not a big deal but it's visible. i would be more worried about performance. If it's working well then don't worry about it.

I purchased this $1,800 laptop in a flawless condition and I expect to receive it back in flawless condition. Of course I am going to worry about it! On top of portability, the laptop has a beautiful appeal and I don't want it tarnished. Also, if anyone is going to damage it, it should be the owner. There are some people out there who do not want to settle for less. How could you let that slide? It's wrong and it's shotty repair and you shouldn't just let it slide because of your devotion to the company. In the end, they have your money and you have a laptop that is not perfect anymore. Why would you buy such an expensive laptop and let them damage it? And by the way, I am receiving more hard drive clicking than ever before and my screen flickered twice and I experienced a core shutdown in under 5 minutes of turning it on.

 

[SFStateStudent]

It's wrong and it's shotty repair and you shouldn't just let it slide because of your devotion to the company. In the end, they have your money and you have a laptop that is not perfect...

Yep, I would get a brand new replacement. Ask them how much it would cost to repair those protruding screws; turn it around on them and tell them that your $1800 MBA is only worth $(deduct the cost and shipping), so you'll need to replace it immediately. I had it work for me, b/c they thought when I was asking how much the repair would cost, that I had given up. This only added fuel to the fire when they said it would cost $650 to repair my cosmetic flaw and that they could have my MB back to me in 48 hours. That's when I sent an email to Apple Customer Service and told them the chronology of events and what their in-store tech support had told me. Within 24 hours, I had a new MB and courtesy of the Store Manager and a personal one-to-one shopping spree... Keep Us Advised.

 

[chrono1081]

Just remember, the best way to help is to be nice not irate.

When I was in electronics retail, as bad as this sounds, the angry yelling customers just got apologies and made fun of. The nice polite and understanding customers always got new stuff. (Remember, the person on the phone did not work on your macbook)

 

[allmIne]

Just remember, the best way to help is to be nice not irate.

When I was in electronics retail, as bad as this sounds, the angry yelling customers just got apologies and made fun of. The nice polite and understanding customers always got new stuff. (Remember, the person on the phone did not work on your macbook)

So true. Several times, the store I used to work in had employees hang up the phone on the customer, following a tirade of abuse; once you swear, the employee is under no obligation to hear you out. Quite rightly, too.

So, be nice!

 

[Csmitte]

So true. Several times, the store I used to work in had employees hang up the phone on the customer, following a tirade of abuse; once you swear, the employee is under no obligation to hear you out. Quite rightly, too.

So, be nice!

I wish someone would tell my wife this! she makes a mess and I have to go clean it up, especially with the bank. why the hell did I get married?
now I am depressed thanks!

 

[imac9556]

No, it was serviced at their Texas facility which was delayed because of Hurricane Ike.

Wow, that facility must be aweful. Because I received my Macbook Pro back a couple days ago too and it was worse. They left a dent in the corner of the notebook, finger prints and oil all over the screen, scratches, and pen marks, yes, ballpoint pen marks on the bottom. They actually wrote numbers on it! I have to send it in again to get it repaired again....

 

[ercanbas]

Wow, that facility must be aweful. Because I received my Macbook Pro back a couple days ago too and it was worse. They left a dent in the corner of the notebook, finger prints and oil all over the screen, scratches, and pen marks, yes, ballpoint pen marks on the bottom. They actually wrote numbers on it! I have to send it in again to get it repaired again....

I actually had a filthy screen too but I let that slide since that could easily be managed. I appreciate all of the advice on how to handle the situation. I actually have been very nice to the people helping me on the phone and I always start off with "I know this is not your fault..." I totally agree that there is a way to handle it without being a d*** and still getting what you want (and deserve). I am not looking for anything special, I just want them to right the wrong here. On top of the issues stated previously, I noticed now that my hard drive clicks excessively. I am awaiting Ken Bell's call and will discuss things in the most professional manner. I am thinking about asking for store credit and holding off until Oct 15. You think that would work?

 

[imac9556]

I actually had a filthy screen too but I let that slide since that could easily be managed. I appreciate all of the advice on how to handle the situation. I actually have been very nice to the people helping me on the phone and I always start off with "I know this is not your fault..." I totally agree that there is a way to handle it without being a d*** and still getting what you want (and deserve). I am not looking for anything special, I just want them to right the wrong here. On top of the issues stated previously, I noticed now that my hard drive clicks excessively. I am awaiting Ken Bell's call and will discuss things in the most professional manner. I am thinking about asking for store credit and holding off until Oct 15. You think that would work?

Finally after receiving back my Macbook pro today, it still wasn't completely fixed. I called back in and due to the past history with this machine and previous faults on the Apple repair center, they are replacing it.

 

[ercanbas]

Finally after receiving back my Macbook pro today, it still wasn't completely fixed. I called back in and due to the past history with this machine and previous faults on the Apple repair center, they are replacing it.

Ken Bell called me back. He told me how sorry it was and to expedite the process he was just going to have it replaced completely. I love Apple!

 

[HiFiGuy528]

Did you have Apple Care or was it under warranty?

 

[ercanbas]

Did you have Apple Care or was it under warranty?

I did not have Apple care. This was under the 1-year warranty.

 

[SFStateStudent]

^^^ Sweet...

 

[imac9556]

Ken Bell called me back. He told me how sorry it was and to expedite the process he was just going to have it replaced completely. I love Apple!

Exactly man, that why I stay with Apple, because of their excellent customer service. The "help desk" looked at the past records of my computer and was shocked to see what I had gone through. They were very apologetic and offered to replace my machine. I have Applecare Extended warranty, I am in my 2nd year right now.

 

[Cheffy Dave]

all in all, a successful resolution to a problem by Apple. This is the way it should be, one of the many reasons to go with Apple, one of the best, the Tech support isn't in INDIA, and you can understand them (hello,....DELL, listening?)