AppleCare FTW

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t5brick

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So, I bought my first "new" Mac in October of 2006. It was a refurb Core Duo MacBook Pro. I had owned a couple of used Macs prior to this one. The computer was pretty decent, but it had a few problems right out of the box. I guess I'll list it out all according to date and then give you Apples solution.

10/2006 - The optical drive does not read burned discs. The top case is bent, does not fit correctly and a few screws are missing.

None of these things really bother me. I got a great deal on the computer and I work at an Apple authorized service center, so repairs were quick and easy.

12/2006 - The screen malfunctions. Basically it looked like there was a piece of dust or debris inside the display. Not dead pixels, just a strange shadow where the light wasn't getting through.

Again, the repair was quick and easy. I was only out the computer a couple of days.

3/2007 - The optical drive won't read burned discs and some brand new DVDs and CDs. I have it replaced again.

Well, that's starting to get annoying. I wonder if there is a problem with the optical drives Apple is using in the MBP. The first 2 drives were Matshita drives, while the 3rd one is an HL unit. The HL is a little noisier but it doesn't have issues reading anything.

6/2007 - My computer begins to shut down when the battery is between 10-20%. I suppose it might be normal, but the computer was only 8 months old at this time and I had the battery replaced under warranty. No problems at all.

12/2007 - I check my computer back into service for optical drive problems(again), and note that the display has a 2" wide vertical line that is dimmer than the rest of the screen. The service center notes the problems and opts to send it directly to Apple instead of replacing the parts in house. It comes back about a week later and the optical drive has been replaced, but the display was not. They sent it back to Apple again and a week later it comes back unprepared. I also noticed that whoever put it back together stripped out a few screws and the top case appeared bent, it wasn't sitting flush on the sides anymore.

Admittedly, I'm a little annoyed by now. Not at the service center, but Apple themselves. I called them up on 12/21 and explained the situation. After about 5 minutes I get transfered to one of the "specialists." She asks me what Apple could do to fix the situation, and I tell her that I just want a working computer. She asks if I would prefer a replacement or have mine repaired again. I just told her that I'd prefer whichever option was quicker.

Well, by the 24th I had a pre-paid shipping label. I got the computer shipped out to Apple on the 26th and on the 27th I recieved a brand new Santa Rosa Core2 Duo MacBook Pro.

All and all, I'm pretty happy with how Apple handled the situation. Now, FedEx on the other hand.... ;)
 
Congratulations man! Looks like I'm not the only lucky bastard this has happened too ;)
 
Apple likes to take care of their customers, especially if they have applecare. Glad everything worked out for you :)
 
stories like this are what led me to go ahead and buy apple care for my macbook pro recently.

even though i don't expect problems with it, i've read far too many stories of people getting treated very well through apple care after the initial warranty has expired.
 
...so wait, let me get this straight:

you bought crap that didn't work from the start, had it replaced and fixed multiple times and they absolutely screwed it over a couple times like stripping screws, not replacing a screen, etc and now you're HAPPY that you have a computer that FINALLY works?

I call that laughable. Seriously. Thats not a win for having applecare, thats a loss from the customer side because your experiences were so outright over the top BAD from the start.
 
You've just been Ethugged (trolled)

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This applies to most computer companies. I've had a 2.5 year old Gateway laptop replaced with a brand new, and much better laptop. I've also seen Dell replace repeatedly faulty laptops with brand new ones.
 
Ethug said:
...so wait, let me get this straight:

you bought crap that didn't work from the start, had it replaced and fixed multiple times and they absolutely screwed it over a couple times like stripping screws, not replacing a screen, etc and now you're HAPPY that you have a computer that FINALLY works?

I call that laughable. Seriously. Thats not a win for having applecare, thats a loss from the customer side because your experiences were so outright over the top BAD from the start.
Click to expand...

I guess for clarification, I'll state that I work at a place that sells Apple stuff. I handle the returns. The laptop I bought was the very last refurb we had and it was returned for the bad optical drive. I knew that it had a problem when I bought it. I just didn't realize the extent of the problems.

As I said at the end of the post, I'm happy with the way Apple handled the situation. They didn't give me any fuss or make me jump through any hoops. I just called, let them know the problems I'd had and that I wasn't happy. They offered me a brand new, current model laptop as a replacement. I'd say it's good customer service. All in all, I was on the phone for about 10 minutes.

I admit that I had a shitty, broken product to start with, but fortunately I know that it isn't par for the course. I constantly correct people who claim that all Apple refurb stuff looks like a brand new computer. Mine didn't. It also had other problems. Apple fixed every problem I had and even went above and beyond by offering me a choice when I finally had enough.
 
osalcido said:
You've just been Ethugged (trolled)

Please notify a moderator at once or risk further infections
Click to expand...

I think the fact that you have an "invisible list" that you have listed in your sig shows that YOU are the troll here.
 
I have 2 Apple computers now. The MBP that I am typing on, and the wife has a Macbook (I upgraded).

I tend to agree with Ethug's first post. When do we say that a computer is a lemon? And demand replacement. Seems like it should have been replaced a long time ago. Also stating that you work there makes it seem more laughable. Meaning you work there and you went through months of hassle to get it work right, what about me? If this computer takes a turn, will have to go through 1-2 years of hassles before it is replaced?

I get insurance on many things, Applecare is insurance to me.
 
osalcido said:
You've just been Ethugged (trolled)

Please notify a moderator at once or risk further infections
Click to expand...

Uhm... Would you be happy if you bought a car, and had it break down 4 times in the first year of ownership, and they gave you a new one after being carless for 2-3 weeks?
 
Bro I still buld only Windows rigs but I love boot camping macs . . .I have a 17" Mac Book pro for college and just bought 4 20" iMacs (boot camp Vista business) for my clinic. . .love em



tho most Mac users look like:
 
Liver said:
Also stating that you work there makes it seem more laughable. Meaning you work there and you went through months of hassle to get it work right, what about me?
Click to expand...

You're assuming that I work for Apple. I don't. I work at an Apple authorized reseller and service center. Every time I checked it into service, I did it exactly like a normal customer would. The only difference is that I knew the person on the other side of the service check in counter on a first name basis.

You're missing the point that every time I checked it in for repair, I checked it in at an Apple authorized service center, not through Apple themselves. Most likely, when I called in and complained was probably is the first time anyone at Apple noticed that the computer had been in for repair so many times.

Additionally, there was only a day or two turn around for each repair except for the final one where it was sent DIRECTLY to Apple twice and not fixed. I was without my computer for nearly a month. I guess this shows the difference in the quality of the repair you can get from Apple vs. an independent service center.

Anyway, I'm still happy with the way the whole situation was handled.
 
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