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My experience thus far with AppleCare. Need guidance.

M

milky23

macrumors regular
Original poster
Oct 23, 2005
161
0
Hey there,

My 20" iSight iMac arrived with a faulty CD-ROM that made an inordinate amount of noise. Over the phone, the AppleCare technician determined that it was a hardware problem, so they dispatched a part to be sent to a contracted repair service who would repair the machine on-site. Not my preferred method, but it was acceptable. However, the following is not:

This technician is at my house right now. He has apparently never seen a 20" iMac w/ iSight before. He is scraping, scratching, and smudging my LCD. Either the mat he has rested my Mac on is leaving some residue on it, or he's bleeding all over the thing. He can't figure out how to open the thing.

Is this grounds for refund/replacement?
 
milky23 said:
Hey there,
This technician is at my house right now. He has apparently never seen a 20" iMac w/ iSight before. He is scraping, scratching, and smudging my LCD. Either the mat he has rested my Mac on is leaving some residue on it, or he's bleeding all over the thing. He can't figure out how to open the thing.

Is this grounds for refund/replacement?
Click to expand...

If he is actually physically damaging your machine I'd give a resounding hell yes. You might want to ask him if he can now replace the machine since he has scratched the thing to pieces trying to open it. Make sure you get his name and ID # before he leaves.
 
This is a little comical over here... I'm not quite the type who will step on a man's toes... I'm going to let him do what he's going to do to it, then I'll call Apple up. As far as I'm concerned, this machine is going back. I hope.

:)

I tell ya, the first few minutes he worked on it, I was having an out of body experience. He finally got the machine open.
 
Argh. Its over. There's blood on the screen, there's dirt, buff marks, and scratches on my monitor.

But hey, the CD works now.


:confused:
 
milky23 said:
Argh. Its over. There's blood on the screen, there's dirt, buff marks, and scratches on my monitor.

But hey, the CD works now.


:confused:
Click to expand...

sounds like it was worth all the trouble...;)
 
Thats the craziest story ive ever heard. Id never even touch something some guy bled on

assuming you were serious of course ;)
 
I'm completely serious... I have pictures if you guys want to see...
 
Well if you don't mind....

Oh, and if Apple actually sent this guy to your house.... as far as I'm concerned, you're more than welcome to complain about it.
 
If you didn't want Onsite repair, why not say no and take it into an Apple Retail Store or AASP?
 
More then complain about it.. I mean the guy was so unprofessional.. I mean HE BLED on your mac!

You could realisticaly complain this into a new, upgraded mac just for the trouble.
 
nfs2 said:
More then complain about it.. I mean the guy was so unprofessional.. I mean HE BLED on your mac!

You could realisticaly complain this into a new, upgraded mac just for the trouble.
Click to expand...

Not on your life.
 
Avarus said:
If you didn't want Onsite repair, why not say no and take it into an Apple Retail Store or AASP?
Click to expand...

Wanting onsite repair, and wanting some incompetint boob damaging and bleeding on your equipment are two different things ;)
 
The screen was in great (not perfect...) condition before the technician arrived. Here's what it looks like now:

http://www.lowfatmilkman.com/applecare
(the blood is in the third and fourth pictures. There's actually much more blood on the machine, but I couldn't get the lighting right to show it.)

I didn't really *want* onsite. I live very far out from any Apple Store, so this was really the only option that AppleCare gave me. In fact, I seem to remember asking them, "is this my only option?"

So, I'm gonna write up a list of everything and call them. The guy who came was nice enough, just not very... professional.
 
milky23 said:
The screen was in great (not perfect...) condition before the technician arrived. Here's what it looks like now:

http://www.lowfatmilkman.com/applecare
(the blood is in the third and fourth pictures. There's actually much more blood on the machine, but I couldn't get the lighting right to show it.)

I didn't really *want* onsite. I live very far out from any Apple Store, so this was really the only option that AppleCare gave me. In fact, I seem to remember asking them, "is this my only option?"

So, I'm gonna write up a list of everything and call them. The guy who came was nice enough, just not very... professional.
Click to expand...

Dude that's is rank! Call up Apple right now and demand a new machine.
 
milky23 said:
The screen was in great (not perfect...) condition before the technician arrived. Here's what it looks like now:

http://www.lowfatmilkman.com/applecare
(the blood is in the third and fourth pictures. There's actually much more blood on the machine, but I couldn't get the lighting right to show it.)

I didn't really *want* onsite. I live very far out from any Apple Store, so this was really the only option that AppleCare gave me. In fact, I seem to remember asking them, "is this my only option?"

So, I'm gonna write up a list of everything and call them. The guy who came was nice enough, just not very... professional.
Click to expand...

That's funny, to get onsite repair you have to be within 50 miles of an service provider. Not only that but if there is a compusa or some other store near you that should be close enough
 
To be fair, I do live within about 50 miles of the nearest service center. But it is 50 miles, and with the winter conditions such as they are, it takes a bit of work to get there.

The Apple worker at the nearest CompUSA told me to work with Apple on this; he told me if they worked on it there, it'd take much longer.
 
milky23 said:
To be fair, I do live within about 50 miles of the nearest service center. But it is 50 miles, and with the winter conditions such as they are, it takes a bit of work to get there.

The Apple worker at the nearest CompUSA told me to work with Apple on this; he told me if they worked on it there, it'd take much longer.
Click to expand...

I would have waited longer, just to be clear, I am fairly certain that when you do onsite repair, it's not always going to be someone from an apple store. Just the nearest onsite repair guy that can do apple computers.
 
Duly noted...

To clarify, not that it really matters, but the man wasn't such a bumbling oaf as you might imagine. Well spoken, well groomed, and well mannered. He just wasn't very... knowledgable. He had literally never seen the iMac with the iSight; he attempted to repair it using the steps from the Rev B. iMac, which are quite different, as it turned out.
 
milky23 said:
Duly noted...

To clarify, not that it really matters, but the man wasn't such a bumbling oaf as you might imagine. Well spoken, well groomed, and well mannered. He just wasn't very... knowledgable. He had literally never seen the iMac with the iSight; he attempted to repair it using the steps from the Rev B. iMac, which are quite different, as it turned out.
Click to expand...

If he didn't know, he shouldn't have attempted to repair it, or he could have gotten the manual off the website.
 
True, but I am not him. I'm going to call AppleCare tomorrow and see where things stand.
 
I called AppleCare today; I got a case number, but the customer relations dept. is closed over the weekend so I have to wait 'till Monday.
 
Good luck. That's shocking treatment. Ask to speak to someone high up and give out like hell; you deserve a replacement. What on earth were they thinking sending out a repair man who had never ever seen the model he was meant to repair :eek:
 
Dude that is disgusting. I would not want to have a computer that has blood on it, especially somebody elses blood. You need to get the replaced.

Ewwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwwww. :eek:
 
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