This is a write up of the events I have experienced with apple care and my macbook air that is still under the 1 Year apple care policy. I may use this and send it to customer service to see what they say about it but so far it appears that they are willing to take care of me. Tell me what you guys think about my roller coaster ride so far.
This is the story of my 1.6GHz Rev A macbook air going to repair. On DEC 18th I called in to apple care and explained everything that was wrong with my macbook air (GFX issues, and the touch pad button leaves a mark on the LCD bezel which I figured they wouldn't cover but it wasn't a big deal just a small mark). First I will start by saying the type of computer user I am, I know this is a very light notebook in fact I treat it like a net-book really and just use it for light internet browsing email/and note taking for my job. I baby it of course because it is my baby for the most part. Not any scratches or nicks in it at all.
They sent a box out to me with amazing speed but, things at work picked up immaculately so I could not depart with it at the moment since the problems I experienced only happened when I was doing non work stuff like sitting at home watching videos I didnt need to have it fixed right away. I took personal time and drove one and a half hours to the nearest apple store which was located in Crocker park West Lake Ohio. I got to the genius bar and a gentlemen there who appeared to be in a bad mood the minute he walked into the building started asking me what the problem was. I explained that my air seems to be experiencing random video issues related to heat in most instances. I then got a little more detailed and explained that when watching HD video after about 30-40 minutes with just the video application launched (VLC player Quicktime), the video will start skipping stuttering and glitch before it starts to then affect the entire system. So he starts by opening a terminal prompt and started a Y or yes loop and then plays the chess video, he then starts going through my logs which only spanned back a few days and only showed me connecting to numerous Wifi access points. He seems to nod his head and go everything seems normal and I go play an HD video from apples page. He goes and starts downloading a video and plays it for about 4-5 minutes then starts to close quicktime. At that moment it starts to lock up and freeze and I go is there a problem. He looks confused as the system completely locks up and doesn't allow access to the programs. He force quits quicktime and the other applications start lagging and finally after the video stopped playing for about a minute or so the system starts to give him access again. So he goes well it appears to have some graphics issues we can just send it out for repairs. At that moment I asked him if he could add notes to the service ID about what he had experienced with the unit, he said yes he already did (I think he just said that to get me out of the store). I explained that there was a box that was sent to me by apple and he advised me to send it out with that. So after a day I get a call from an apple care guy saying that the LCD bezel that had the mark would need to be replaced and quoted me 450 dollars for just the little metal piece which I said no just fix the graphics piece and then he goes okay so dont do the repair?And I say no not to the aluminum bezel its not a big deal. And I go the graphics issue will be fixed right? And he says yes they will repair that and get it back in the mail for you and i go okay thank you for calling.
Today I get the box back and a note saying that the repair was not done at my request I immediately call apple care and get a woman and explain the situation. She places me on hold to find out more information after a few minutes she returns saying that you told them not to repair the issue, i then rebuttal and say I told them not to do the non warranty repair and I made sure that the graphics issue was fixed before he hung up which he assured me would be taken care of, and now you are telling me this is not The case? She then goes they will not do a partial repair and they would have to either do all of them or none of them. I ask her how that even makes sense that I have to get it back then send it out explaining just the one issue for them to repair it. Then she starts getting upset and speaks louder over me so I cant say anything. She then says that the bent bezel piece is hitting the LCD causing my graphics issue I am not laughing at her on the phone and she seems to get even more upset. And I then say so which is it the process is strange or you are voiding my warranty? Then she starts to say what she just said to me again and I have to raise my voice to stop her from talking and go can you please answer my question without reading off of a screen or piece of paper? She then tries to get me off the line by saying there was nothing more she could do and I then asked to speak to a supervisor which seemed to upset her even more. After about 10 minutes on hold I then was able to speak to a supervisor who was calm and let me speak my mind on the problems I had. After explaining my frustrations with my apple care experience thus far he seems to agree with me as far as that mark from the touch screen button and felt it was a reach as far as voiding ones warranty. He then said he would take care of me and resolve the issue. He created a new repair ID number for me and we chatted a while longer about repair issues and customer service, it was good conversation and he made me feel like a valued customer instead of just trying to get me to shut up or get me off the phone. He had taken down my information and explained to me that they would replace all of those things Top case key board and LCD bezel as well as look into the graphics issue, I was very shocked because all i was expecting was for them to just look at the gfx issue. I sent out the box with the macbook air with fedex to TX so we will see how everything goes and update this tread.
This is the story of my 1.6GHz Rev A macbook air going to repair. On DEC 18th I called in to apple care and explained everything that was wrong with my macbook air (GFX issues, and the touch pad button leaves a mark on the LCD bezel which I figured they wouldn't cover but it wasn't a big deal just a small mark). First I will start by saying the type of computer user I am, I know this is a very light notebook in fact I treat it like a net-book really and just use it for light internet browsing email/and note taking for my job. I baby it of course because it is my baby for the most part. Not any scratches or nicks in it at all.
They sent a box out to me with amazing speed but, things at work picked up immaculately so I could not depart with it at the moment since the problems I experienced only happened when I was doing non work stuff like sitting at home watching videos I didnt need to have it fixed right away. I took personal time and drove one and a half hours to the nearest apple store which was located in Crocker park West Lake Ohio. I got to the genius bar and a gentlemen there who appeared to be in a bad mood the minute he walked into the building started asking me what the problem was. I explained that my air seems to be experiencing random video issues related to heat in most instances. I then got a little more detailed and explained that when watching HD video after about 30-40 minutes with just the video application launched (VLC player Quicktime), the video will start skipping stuttering and glitch before it starts to then affect the entire system. So he starts by opening a terminal prompt and started a Y or yes loop and then plays the chess video, he then starts going through my logs which only spanned back a few days and only showed me connecting to numerous Wifi access points. He seems to nod his head and go everything seems normal and I go play an HD video from apples page. He goes and starts downloading a video and plays it for about 4-5 minutes then starts to close quicktime. At that moment it starts to lock up and freeze and I go is there a problem. He looks confused as the system completely locks up and doesn't allow access to the programs. He force quits quicktime and the other applications start lagging and finally after the video stopped playing for about a minute or so the system starts to give him access again. So he goes well it appears to have some graphics issues we can just send it out for repairs. At that moment I asked him if he could add notes to the service ID about what he had experienced with the unit, he said yes he already did (I think he just said that to get me out of the store). I explained that there was a box that was sent to me by apple and he advised me to send it out with that. So after a day I get a call from an apple care guy saying that the LCD bezel that had the mark would need to be replaced and quoted me 450 dollars for just the little metal piece which I said no just fix the graphics piece and then he goes okay so dont do the repair?And I say no not to the aluminum bezel its not a big deal. And I go the graphics issue will be fixed right? And he says yes they will repair that and get it back in the mail for you and i go okay thank you for calling.
Today I get the box back and a note saying that the repair was not done at my request I immediately call apple care and get a woman and explain the situation. She places me on hold to find out more information after a few minutes she returns saying that you told them not to repair the issue, i then rebuttal and say I told them not to do the non warranty repair and I made sure that the graphics issue was fixed before he hung up which he assured me would be taken care of, and now you are telling me this is not The case? She then goes they will not do a partial repair and they would have to either do all of them or none of them. I ask her how that even makes sense that I have to get it back then send it out explaining just the one issue for them to repair it. Then she starts getting upset and speaks louder over me so I cant say anything. She then says that the bent bezel piece is hitting the LCD causing my graphics issue I am not laughing at her on the phone and she seems to get even more upset. And I then say so which is it the process is strange or you are voiding my warranty? Then she starts to say what she just said to me again and I have to raise my voice to stop her from talking and go can you please answer my question without reading off of a screen or piece of paper? She then tries to get me off the line by saying there was nothing more she could do and I then asked to speak to a supervisor which seemed to upset her even more. After about 10 minutes on hold I then was able to speak to a supervisor who was calm and let me speak my mind on the problems I had. After explaining my frustrations with my apple care experience thus far he seems to agree with me as far as that mark from the touch screen button and felt it was a reach as far as voiding ones warranty. He then said he would take care of me and resolve the issue. He created a new repair ID number for me and we chatted a while longer about repair issues and customer service, it was good conversation and he made me feel like a valued customer instead of just trying to get me to shut up or get me off the phone. He had taken down my information and explained to me that they would replace all of those things Top case key board and LCD bezel as well as look into the graphics issue, I was very shocked because all i was expecting was for them to just look at the gfx issue. I sent out the box with the macbook air with fedex to TX so we will see how everything goes and update this tread.
