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Resolved Shocking treatment from Apple, lied to, conned, and wrong machine back! Please Read!!

H

HacKage

macrumors 6502
Original poster
May 14, 2010
499
906
Hi folks, just would like to explain my shocking treatment I have had from Apple and basically to see where I take it from here.

I bought a 27" 2.93GHz i7 on 20th October from my local Apple store. In early December I started getting the black spots issues that so many have had before. They agree to fix the LCD, but not before trying to blame me for the fault, saying it is either liquid or smoke damage, neither of which is true. I pick my iMac back up after a week and it has had a new LCD fitted and no black spots, BUT the bottom bezel with the Apple logo has a big scratch on the front and a chip out of it at the glass. The tech admits that he was at fault and that he will order in a new part and replace it free of charge.

Fast forward 2 months and I started getting the black marks on my new LCD and decide to take it in, where I will get it fixed and the new bezel fitted. I got a call this morning saying that my hard drive was giving "strange errors" and may be dying. He said it is not booting right after trying to install OS and the only other options are a full format of HD, or order in a new HD which will be Tue/Wed. I tell the tech to scrub the HD and see if that works. I get a call around half an hour later saying that my machine is now booting fine and is ready for collection.

Here is where the fun starts!

I get home earlier this evening and power it up and look at the repair receipts. I notice a logic board has been replaced. Strange, I though it was the HD? Not to worry, as long as it works I say. I look in System Profiler, and my lovely 2.93GHz i7 has been replaced by a cheaper, slower, 2.8GHz i5. Basically what I think has happened is the tech has damaged the board while replacing the LCD and tried to say it was the HD in order to give him an excuse for the format required with a new board and chip. What I am not happy with is the lies, the deceit, and conning by the repair tech. He lied to me about the fault, and he tried to con me out of my i7 and replace it with an inferior i5.

I am going to go in tomorrow and see what the script is, but would like some advice, where do I stand, and what can I expect? It has been in for repair twice in 4 months of ownership and it has been damaged while in for repair. I have no confidence in the store at all any more, and would like a full refund, or a new machine at the very least. Where do I stand on this, and what are my rights?

Thanks


Edit: Problem resolved, please see post #20 for the outcome!
 
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HacKage said:
Basically what I think has happened is the tech has damaged the board while replacing the LCD and tried to say it was the HD in order to give him an excuse for the format required with a new board and chip.
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A reformat is not required with a new logic board. With Macs you can just drop in the hard drive and boot away.
 
If that is the case, why has my hard drive been formatted, a new logic board and i5 processor installed for an LCD repair?
 
Go back to the store. Explain, if they won't remedy it, get on the phone

Call Apple Care, ask for customer relations.
 
I'm going to go in tomorrow morning first thing and try and get it resolved. What I would like to know is do I have any right to a full refund, or will I need to wait for them to order the right part, put it in for repair and wait? I have already had to go without a machine twice, none of which is my fault, and on both occasions it has came back in a worse state than it went in, I have lost all confidence I had in this store and I would like a full refund.
 
If you bought the machine in the fall, it should all be covered under warranty. You shouldn't have to pay for anything. Unless you mean, you don't want the computer at all anymore. They probably won't let you return it, they might replace it with a new one, but that's probably unlikely too.
 
I would encourage you to *NOT* go in all guns blazing.

I assume you have receipt of what you bought, and even if you didn't i would imagine that the serial number of the machine linked to your warranty will be linked you the *original* specs of the machine.

Seeing as you have had LCD problems, a logic board processor problem "a Hard disk problem" (use this to your advantage). You have had 3 faults.

I have heard instances where there is an "unofficial policy" of three strikes -> replace with brand new.

So if you go in, explain what has happened, the story starting with the LCD, taking it in for that, getting it back with the outer damage, the LCD black spots returning, being told by the tech you have a damaged harddisk, getting it back to discover that "the logic board or processor must of also needed to be replaced, because they have been replaced with lower spec parts" ... then mention that this has been a lot of hassle, that you dont really expect this from apple and you have heard that they have often (read on the internet) replaced the whole machine with a new one in these sort of circumstances ... and that it would really be great if they replaced yours as you "dont really trust the machine to be reliable in the future because of all the problems" .... it might work out well.

Alternativly you could go in shouting and screaming that they are a bunch of scammers and they have been lying to you ... it might work out (well).
 
Yes, I bought it on 20th October so it is just over 4 months old and still in warranty. Basically I have lost all faith in them and I just want a refund and then I can go from there. The lost data I am fine with, my fault I dont have a backup, and sometimes hard drives do fail out of the blu for no reason, I accept that. What I don't accept is the machine getting damaged twice while in for repair, and having a "genius" blatantly lie to me over the phone, con me, and try to fob me off with an inferior i5 when I specifically bought an i7. Did he think I wouldn't notice?

The machine is 4 months old, already been in for repair twice, and I would like a full refund due to the treatment and deceit shown by an Apple employee that I trusted to repair my machine that cost me a lot of money. Do you not think I would be due a full refund then? I will take this as far as it has to to get resolved because I don;t know about others, but I find this absolutely shocking from a company that prides itself of customer relations and brand image.

Edit: I wasn't going to go in all guns blazing, just a bit angry tonight that's all haha. I have all reciepts from purchase and all booking in/repair reciepts as well.
 
Dont kick off straight away or you will just get kicked out. Explain the situation to the store manager and say you want a brand new un opened machine or full refund in store. Don't give in to the "phone Apple care when you get home.....etc". The store broke it so its their problem.

I had an issue with my last iMac. Had the machine replaced twice and each one had 2 screen replacements. At this point it was less than a month old so i went to the store, sat down and refused to move until a refund was agreed. I was happy to wait a few days for the refund to take place. I was still sitting there well past closing time and he even threatened to call security, but didn't. In the end they gave in and gave me a refund. The whole time i stayed calm and didn't shout or anything.
 
it might not helpin getting a full refund, though it might. but it would certainly help get a brand new replacement.

Mention "Consumer Law", and "Not Fit For Purpose"

have a google about consumer law so you have an idea what your talking about. "Not Fit For Purpose" is a key phrase under Consumer Law, and should be a red flag for any experienced retail manager.

Oh, and ask for the store manager straight away - they will have the power to decide on what happens with you, so just skip straight to them.


mjsmke said:
I had an issue with my last iMac. Had the machine replaced twice and each one had 2 screen replacements. At this point it was less than a month old so i went to the store, sat down and refused to move until a refund was agreed. I was happy to wait a few days for the refund to take place. I was still sitting there well past closing time and he even threatened to call security, but didn't. In the end they gave in and gave me a refund. The whole time i stayed calm and didn't shout or anything.
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image2smaller.jpg


that's the way to do it.
 
So.. they took your computer, damaged it, lost your data, and downgraded your computer from an i7 to an i5, and then lied to you about it.

I would be flaming.
 
flipster said:
So.. they took your computer, damaged it, lost your data, and downgraded your computer from an i7 to an i5, and then lied to you about it.

I would be flaming.
Click to expand...

Exactly. They took the computer with faulty LCD (black spots), blamed it on me by saying it was caused by smoking (I don't smoke), damaged it, told me the hard drive was at fault so I'd lose all my data, and replaced the i7 with an i5, all without telling me, and instead lying to me about the whole process. :p
 
The serial number on the bottom of the stand is the correct serial number, but when I go into the System Profiler all I see is:

Serial Number (system): System Serial#
 
You should definitely ask for the store manager from the get-go and explain your situation in detail. However, DO NOT accuse the tech directly about how you think he may have deceived you or lied to you. Instead, point out your ambiguity and confusions that rose from having your logicboard replaced to a lower i5 version in the process of repair and the exact reason why a hard drive format was necessary if at all. Make it clear to the manager where the uncertainty is and let him decide if there is any deception in the matter. I guarantee you will have a better result in this way. If you go all out pointing your gun to the tech you are technically taking authority away from the store manager about his control of the employees and this will make the manager feel at unease. It is better to present your case packaged in away so that the manager can utilize relevant information and carry out the investigation if need be.
 
I will try it, but one of the main things that has angered me is the fact that a so called qualified genius, consciously lied to me about the repair. He didn't tell me that the board and cpu would need to be replaced, and that it would be replaced with an i5. All he told me was that he could either format it, or order in a new drive. He told me that the format fixed the problem.

The hard drive was working perfectly when it went in, it booted up on the counter at the genius bar when booked in, and he said that the hard drive had strange errors which could have happened while in transport. I feel I have been deceived in the whole matter, and given lower end parts in replacement. It is basically like buying a BMW M3, putting it in for a new windscreen and getting back a 320i engine under the hood.
 
From your perspective and the situation as explained by you, there seems to be some deception involved indeed. You have factual proof that the replaced logic board is i5 and this was carried by misinforming you that the hard drive was the problem. You also have factual proof that you spent too much time without the computer due to trying to remedy the problems it's been having. I think this is enough for you to get a replacement but not sure about the refund.
 
Well I went in today and it is all sorted, and I can't thank the manager enough!

I went in and explained everything and the manager wasn't very happy at the techs at all, the one who damaged the casing and the one who committed this muck up! I didn't have to ask for a thing or go into any details, the manager just instantly said "Ah well, it's a new machine, no questions about it". He went off to find the tech and find out what happened but the tech wasn't in today.

He came back with a brand new, sealed in box machine, and gave me £100 cash back as a good will gesture. The way he dealt with it is far above what I was expecting and can only wish that the staff at the genius bar would follow this procedure instead of constant accusations of how a problem is my fault.

I really can't thank the manager enough for the speedy and hassle free way in which he dealt with this, and would like to thank the guys on here for their help.
 
HacKage said:
Well I went in today and it is all sorted, and I can't thank the manager enough!

I went in and explained everything and the manager wasn't very happy at the techs at all, the one who damaged the casing and the one who committed this muck up! I didn't have to ask for a thing or go into any details, the manager just instantly said "Ah well, it's a new machine, no questions about it". He went off to find the tech and find out what happened but the tech wasn't in today.

He came back with a brand new, sealed in box machine, and gave me £100 cash back as a good will gesture. The way he dealt with it is far above what I was expecting and can only wish that the staff at the genius bar would follow this procedure instead of constant accusations of how a problem is my fault.

I really can't thank the manager enough for the speedy and hassle free way in which he dealt with this, and would like to thank the guys on here for their help.
Click to expand...

great news, not surprised that this happened. the £100 is a nice bonus.

glad you got your rage out on the forum instead of in the store
 
Yes, so am I haha. I didn't mention any lies or anything at all, the manager knew straight away that this was wrong. He even used the same car analogy as me, that it's like getting back a smaller engine after repair. He said he would be chasing the tech up, and the way he was explaining it, I wouldn't be surprised if the tech got a formal warning or a p45 over it!

Many thanks!
 
This was the Glasgow store. I can only sign high praises for the way the manager has dealt with this, and the general sales staff are superb. I would just say that as far as the genius bar staff, their attitude could do with a bit of improving.

But I'll say again, nothing but praise and thanks for the way the manager has dealt with this situation, and I have my confidence back with the store, although as far as repairs go, I will be very careful and inspect everything.
 
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