Short version: I'm having to send in my macbook for repairs for the third time since I got it (2.5 months ago), not to mention the two others problems I've had with it, and the hours and hours spent on phone support. I called customer service today to request that they send me a replacement, and was told that was not an option, and that basically I was being obtuse by calling and asking another person for the same thing.
I am made to feel as though *I* am unreasonable, and that it is basically *my* problem and that I should just deal with it.
My question - am I being unreasonable asking for a replacement laptop? Or being unreasonable in asking for some kind of compensation for my trouble?
Long version:
I'm a student, bought my macbook in early July.
Two weeks after getting the laptop, I noticed the case staining. Not a problem, called Apple, sent it in, got it replaced.
At the same time I noticed the computer was "buzzing" when I plugged it in, so I called technical support and they sent me a new power cord. This did not fix the problem, but I decided to drop it (wasn't worth it to me to pursue).
Next, my computer went to some weird black screen with white writing when ever I restarted and turned it on/off. Called support, they figured out that somehow the computer had turned itself on to a diagnostic test ... we reset the PRAM and it was fine.
Next, it stopped turning on after I shut it down unless I reset the PRAM. Called support, got a case number, did some tests, couldn't figure out the problem. Waited to see if it would do it again. It did, so I called Apple and got a box sent.
Day before the box got here, the computer dies completely - rainbow lines and stops turning on at all. I put it in the box, ship it off. When if comes back it has documentation that the logic board was replaced.
A week after that replacement the screen starts flickering intermittently. I call support, we do some resets, doesn't work. Checked the hardware and disk utility, nothing wrong.
It keeps flickering, so I call again this morning. They want me to either 1)sit there and watch it in a certain mode to see if it flickers 2) take it to a apple repair station (closest one is 30 - 45 minutes away) or 3) send it it yet again.
I'm upset, and patched through to the customer service station. The lady there says they don't have documenation that the logic board was ever replaced. I send her a copy of my slip of paper.
Hang up the phone, call again (because I had to hang up to send the copy of the replacment logic board sheet) and get the manager of corporate customer relations. She says that my case doesn't meet the specifications of replacing units, and that there is absolutely no one else I can talk to unless I want to write a letter to Cupertino.
I hang up, call back again, and am told by someone in the same office that no matter how many times I call I will not get another answer. They will not replace it, I'll have to keep sending it in until they decide they can't fix it anymore. Total , I spent 3.5 hours on the phone this morning alone.
I am made to feel as though *I* am unreasonable, and that it is basically *my* problem and that I should just deal with it.
My question - am I being unreasonable asking for a replacement laptop? Or being unreasonable in asking for some kind of compensation for my trouble?
Long version:
I'm a student, bought my macbook in early July.
Two weeks after getting the laptop, I noticed the case staining. Not a problem, called Apple, sent it in, got it replaced.
At the same time I noticed the computer was "buzzing" when I plugged it in, so I called technical support and they sent me a new power cord. This did not fix the problem, but I decided to drop it (wasn't worth it to me to pursue).
Next, my computer went to some weird black screen with white writing when ever I restarted and turned it on/off. Called support, they figured out that somehow the computer had turned itself on to a diagnostic test ... we reset the PRAM and it was fine.
Next, it stopped turning on after I shut it down unless I reset the PRAM. Called support, got a case number, did some tests, couldn't figure out the problem. Waited to see if it would do it again. It did, so I called Apple and got a box sent.
Day before the box got here, the computer dies completely - rainbow lines and stops turning on at all. I put it in the box, ship it off. When if comes back it has documentation that the logic board was replaced.
A week after that replacement the screen starts flickering intermittently. I call support, we do some resets, doesn't work. Checked the hardware and disk utility, nothing wrong.
It keeps flickering, so I call again this morning. They want me to either 1)sit there and watch it in a certain mode to see if it flickers 2) take it to a apple repair station (closest one is 30 - 45 minutes away) or 3) send it it yet again.
I'm upset, and patched through to the customer service station. The lady there says they don't have documenation that the logic board was ever replaced. I send her a copy of my slip of paper.
Hang up the phone, call again (because I had to hang up to send the copy of the replacment logic board sheet) and get the manager of corporate customer relations. She says that my case doesn't meet the specifications of replacing units, and that there is absolutely no one else I can talk to unless I want to write a letter to Cupertino.
I hang up, call back again, and am told by someone in the same office that no matter how many times I call I will not get another answer. They will not replace it, I'll have to keep sending it in until they decide they can't fix it anymore. Total , I spent 3.5 hours on the phone this morning alone.
