Number of returns for repair before replacement?

[Sarvis]

So... exactly how many times do you have to return a Mac for repair before they replace it? I have to send my 12" powerbook back now for the 4th time in the 5 months that I've had it. The screen failed (turned all green-tinged) so it had to go back. Then they broke it during that repair (and switched the new battery for an old one!), so it had to go back again, and they sent me a new battery. Then the hard drive failed, so it went back. Now, the screen has failed again, same as before. Nearly a week lost each time. This hardware record is worse than the cheapest generic PC I've had... not to mention Apple's casualness and general lack of concern about the repeated problems. This must be some plan of theirs to force me to spend nearly the cost of a mini just on AppleCare for this laptop.

Time for me to find a new hardware platform. OSX is nice and all, but it's not worth the hassle of the poor hardware it's running on, at least for the portables. I can do it all with Linux for a fraction of the cost and hassle, and with more speed. And only occasionally with less style or simplicity. Further. there's some small pc-compatible laptops out there that are much nicer than a 12" powerbook. Hopefully we can run OSX legally on non-Apple hardware soon, too, but I doubt Steve would allow that. Until then, I'm now a former switcher, and my "don't buy a Mac" line gets re-inserted into my standard purchasing advice spiel.

 

[smwatson]

You should get a replacement. Just talk nice to the guy on the phone tell him your story, and you are bound to get a new one. Also, they switched your battery? the cheeky f***ers

 

[Sarvis]

You should get a replacement. Just talk nice to the guy on the phone tell him your story, and you are bound to get a new one. Also, they switched your battery? the cheeky f***ers

I did ask for one, I was nice the whole way through, never once raised my voice. She said it didn't qualify for a replacement, and there was nothing she could do to change that, and did I want them to ship out the box to have it fixed anyway? (Like I was going to say no to that.)

The battery one still amazed me - they didn't believe they took my battery until I sent it back. They were actually quite rude initially, accusing me of trying to steal a battery from them. Sigh... so much for customer service anymore.

 

[smwatson]

When i needed a repair from Apple they were extremly friendly. I spoke to a very friendly German chap who was more than willing to offer a replacement, but i didnt want to wait long so i got a replacement. Now i have it back in near perfect condition. (the odd knock etc). but you should definetly have had a replacement by now, surely?

 

[Sarvis]

All (nearly) of the Apple folks I've talked to have been nice, but none have been able or willing to replace it. I don't think it's me, I don't have this same sort of problem with the manufacturers of any of the other half-dozen computers I have running in the house (let alone the hundreds I am responsible for at work.) But ya never know, I guess.

 

[nfs2]

I was at the apple store the other day and they told me the can only replace it if its 14 days old or less, otherwise its off to repair.

 

[Jovian9]

Call Apple Customer Relations.....do not ask for a repair when talking to someone at the AppleCare number. I've been told (and had several machines replaced) that after 3 major repairs you should be able to get a replacement. It sounds like you've had 3 major repairs.
Prepare a little written speech to run off to the person before they have a chance to really ask you questions. Type it up (all the problems you've had, how many times you've sent it in for repair/been without the machine, how much $ you spent on the machine, and case #'s for the repairs if possible, etc.). Be nice about it and just let them know you think you've paid a lot of money for a lemon, and that you would like a new machine. Be nice and they should accommodate you.

Apple Customer Relations (800) 767-2775

 

[gco212]

I've heard that they replace it if it exhibits a problem with the same piece of hardware 3 times, though I can't say I know for sure if this is correct.

 

[Sarvis]

Call Apple Customer Relations.....do not ask for a repair when talking to someone at the AppleCare number. I've been told (and had several machines replaced) that after 3 major repairs you should be able to get a replacement. It sounds like you've had 3 major repairs.
Prepare a little written speech to run off to the person before they have a chance to really ask you questions. Type it up (all the problems you've had, how many times you've sent it in for repair/been without the machine, how much $ you spent on the machine, and case #'s for the repairs if possible, etc.). Be nice about it and just let them know you think you've paid a lot of money for a lemon, and that you would like a new machine. Be nice and they should accommodate you.

Apple Customer Relations (800) 767-2775

They said only the failed drive counted as a major repair, even though it had to be sent back for all of them. So I have to wait. Nice doesn't appear to matter, rather their rules - it's the type of repair they performed that matters, and whether it's on their list of "major" repairs or not. It's just a business for them, not a question of nice or rude, I think. Which isn't surprising.

 

[XIII]

Call Apple Customer Relations.....do not ask for a repair when talking to someone at the AppleCare number. I've been told (and had several machines replaced) that after 3 major repairs you should be able to get a replacement. It sounds like you've had 3 major repairs.
Prepare a little written speech to run off to the person before they have a chance to really ask you questions. Type it up (all the problems you've had, how many times you've sent it in for repair/been without the machine, how much $ you spent on the machine, and case #'s for the repairs if possible, etc.). Be nice about it and just let them know you think you've paid a lot of money for a lemon, and that you would like a new machine. Be nice and they should accommodate you.

Apple Customer Relations (800) 767-2775

Indeed. 3 major and you can have a replacement or a refund. Get onto Apple, and quit being nice. Be nasty. Get angry. Demand what you want. Good luck!

 

[Jovian9]

They said only the failed drive counted as a major repair, even though it had to be sent back for all of them. So I have to wait. Nice doesn't appear to matter, rather their rules - it's the type of repair they performed that matters, and whether it's on their list of "major" repairs or not. It's just a business for them, not a question of nice or rude, I think. Which isn't surprising.

I have been told that screen replacement is a major repair....and you've had 2 done. I'd call again and tell them what you want to resolve the situation....don't ask this time.

 

[Sarvis]

Well, thanks for the advice again, but yelling didn't help, either. They won't budge. Maybe their great new sales figures have gone to their head, and they don't think they have to care anymore. Or maybe if I lived near an Apple store and could complain in person, they might be more sympathetic. But they seem to find it easy to say "I'm sorry, we can't replace it now" and then just sit quietly on the phone, saying nothing else. I'd feel bad putting this up on eBay and letting someone else deal with this lemon, with (likely) even more problems from Apple unless they shell out for Applecare.

So I'll just wait for the repair, then turn this over to my kid to mess with until it dies outside of Applecare, and get a better machine to actually depend on. For the price of one these powerbooks, I can nearly get two laptops of another brand, with nice design and specs also, and keep them synced. I've long wanted to work out a redundant laptop plan, anyway, but I decided to give OSX a try this last time, now that Macs had a real OS. So I got two powerbooks and gave my wife one. Hers arrived DOA and has been back for service one more time (wouldn't charge any batteries) in the last 5 months. But she's just websurfing and doesn't reply on computers for her paycheck like I do, or I'd be even more upset than I am now. Hopefully they'll get out of the hardware game - they're not doing that great beyond nifty design - and stick to software and services for their apps. And consumer electronics gadgets. OSX is a nice OS with a lot of potential, but it's still young, and the hardware (quality and diversity) isn't helping it grow.