Hannah bought a refurbished Mac. 9 months later the hard drive died, so Hannah brought her Mac to the Apple Store to have the disk repaired under Apple’s 1 year warranty. That’s where things went wrong:
I take it to the Apple store in Soho where they tell me that the warranty is voided by a cosmetic dent that I can’t even see until the “Genius” points it out. A cosmetic dent that is nowhere near where the hard drive is housed. A cosmetic dent that I am sure was probably there when I got it cause I don’t take my laptop anywhere and I haven’t dropped it. Still, according to Apple, I’m shit out of luck and ineligible to purchase Apple Care. I ask if I had purchased AppleCare would this have voided that warranty as well, the genius says yes. My new hard drive is going to cost me $600 dollars through Apple.
Hannah continues:
I go to Tekserve. It’s 399. I get it fixed there.
Last week, the ac adapter sparks and dies. I buy a MacAlly replacement for $34.99 after reading the pages and pages of complaints about the original adapter on the apple site. Apparently, this happens frequently.
So far, my Mac has cost me: $433.99 AND it’s not even a year old. I could understand if I was chucking the thing around like the Sampsonite gorilla, but damn. I guess I should be grateful, because if I had purchased AppleCare at the time of purchase I would be out $683.00 which is almost half of what the computer cost me refurbished.
We asked Hannah for a picture of the dent, which she provided, adding:
I don’t have any problems using that port or any adjacent ports and I fail to see how this dent is connected to the failing of the 9 month old hard drive. I’d like to add this is a dent I didn’t know was there because:
a). the computer worked perfectly until the hard drive died
b) it’s not a dent that’s readily visible unless you close the computer or turn it on its side.When I suggested to the Genius that it might have come that way since it was refurbished, I was told that was unlikely because Apple refurbishes to factory standard. This laptop lives in my house. It’s only been out of the house twice- to the Mac Store and then to Tekserve.
We have to admit it took us a few minutes of staring at Hannah’s photo to even notice there was a “dent” in the computer. Had she not already paid to have the computer fixed by another vendor, we would have suggested she escalate this issue with Apple. We bet someone would have overridden this particular “genius,” and he might not have cost Hannah over $400 bucks. —MEGHANN MARCO
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I find it odd that she had this “dent” issue, then her power supply suddenly died a spectacular death, and she’s saying it never went out of her house.
Truth is, everyone who buys a Mac needs to get AppleCare from minute 1. Period. No questions asked. If she had AppleCare, despite what the “genius” said, they would’ve bent over backwards to help her work out the situation. It’s just the way it is. When you’re spending $1500 or more on a laptop, don’t be penny-wise and pound foolish.
I’d still try to escalate this, btw. She has photographic proof that the “dent” exists and it’s way too small to be an impact dent. Call Apple. Don’t take no for an answer.
Then buy AppleCare.
Um, 600 bucks? I bought a new hard drive for my Macbook for under 150 and it’s 120 gigs.
You need to buy your HD from somewhere else.
That’s dumb policy by Apple though.
Don’t give up, or go to another Apple story if one is nearby.
I used to play World of Warcraft on my Powerbook and from doing so wore off some of the finish from the area just to the left and right of the trackpad where my wrists rested. I suppose I just sweated too much from the overheating laptop and the paint couldn’t hold up.
Anyhow, I brought the Powerbook to the Geniuses in Arlington, VA when my hard drive started acting up – about a year after purchase. Because of the worn finish they deduced that the hard drive failure was from abnormal wear and tear. They wouldn’t repair the drive for me for less than $900. I took it home and put it out of its misery.
Much love to the Apple Store in Oak Brook, IL though. Those guys know what customer service is about.
$600 for a new Laptop HD?? WTF? Guess I’m not buying a Mac laptop . . . ever.
When I suggested to the Genius that it might have come that way since it was refurbished, I was told that was unlikely because Apple refurbishes to factory standard.
After reading spidra’s story and the ones linked to it, I’d have to say that “factory standard” seems to be a pretty flexible term.
That’s what happened with my teenage son’s iPod. It quit working after a few months, so he took it to the Apple store, and they wouldn’t honor the warranty because of a nearly microscopic ding on the surface. They didn’t even open it; just claimed he must have dropped it or slammed it on something, so the warranty was voided. You could barely see the teeny scratch! The kid had laboriously saved up his dog-walking money to buy a $300 iPod. He has been without one for half a year now. Hard lesson to learn at age 14.
Yet… we are still an Apple/Mac family.
A few years ago, the hinge for the display on my old Powerbook gave out. It had always been a little funky, and one day I heard a snap and the spring or whatever lost all tension. It just flopped around on the hinge. So I took it to the Apple Store. The machine was a few years old, and had seen heavy use, and while it still worked perfectly, it had a fair amount of cosmetic damage, dents and sctarches and things of that sort. But they didn’t say anything. They just shipped it off to the repair center and it came back a couple days later with the entire display replaced.
I get the sense that service at the Genius Bars varies a great deal. Some of them are knowledgable and helpful and some are utter fuckwits.
As working for Apple corporate, having a cosmetic dent, scratch, or whatever on your laptop or iPod won’t affect the warranty, UNLESS it was a great deal of damage caused by the user itself… this isn’t the case (along with the many comments). It’s very sad to hear about this.
If this were to happen again, either:
A. Ask for the store manager
B. Try a different Apple store (if there is one nearby)
C. Request service from http://depot.info.apple.com/
If they give an excuse then escalate the problem.
Best thing to do, buy AppleCare. You can buy it up to the last day of the original warranty.
If you just have the original warranty, you should STILL receive great support, regardless.
I would like to point out a couple of things.
A lot of apple stores send their portable computers out to a repair center to get it repaired. not all of them are done in-store. that’s where the $600 quote comes in. they need to quote what the repair center will agree to do. that is a tier 2 flat rate which fixes anything that went wrong with the unit through “accidental damage,” including bottom case. so saying that it costs $600 for a HD replacement isn’t exactly correct. now, Hannah’s point is that the dent is not really noticeable. when i saw the picture, the first thing i noticed is the giant gap between her bottom case and top case on the left side of the picture. that kind of gap is VERY consistent with the kind of damage i see from people dropping their computer/someone knocking into it while it’s in its case. As far as the geniuses go, they could have done the hd replacement in store, and i think they should have. all the complaints about the geniuses and incompetence only comes along when someone doesn’t get their way. i wonder why.
Applecare has saved my ass numerous times. (I bought my first Apple computer in spring of 1985 on a University of Michigan discount. It’s in Rome with friends — and still working.) If somebody ever gives you shit — as somebody above said — escalate it.
While I haven’t owned Mac hardware since they shipped OS X, I can say with some experience that the Genius bar is not what it used to be, and the iPod is directly to fault. The majority of problems people bring in are with their iPod, and thus the extent of work a Genius has to be capable of is to hand them a new box. When it comes to troubleshooting hardware or providing real customer service, they’re completely lost. Escalate if you’re still in warranty, or take it to an authorized tech who doesn’t get bricked iPods 8 hours a day.
I second Chongo; I dropped my MacBook Pro two weeks ago and killed the hard drive. Even though the entire computer was bent, they repaired the hard drive at no charge and actually straightened the casing out a little bit. They also fixed my iBook a few years ago after my friend dumped a glass of wine in it. I called Apple Care before bringing it in both times; maybe having an open case and a case number before you go in is the trick.
That dent is hardly what I would call imperceptible…I can clearly see it bowing out by the network connection and depressed in by the headphone connection. I speculate it was in a bag or soft container and was slammed or dropped against the corner of an opening or an entryway to a room, table, or some solid static object.
I’ve owned 2 powerbooks and now the macbook pro…both machines feature a very durable metal enclosure which simply doesn’t dent like that unless a significant force or impact takes place. Now i’m well aware of the warping from poor heat management in the earlier powerbooks, I suffered the same issue…This dent is not warping. It’s a dent caused by an external opposite force, and how one could not notice something like upon opening the box that is beyond imagination.
I’d try to find out if your homeowner’s insurance policy might cover it depending on your deductible.
Apple does make products with a definite “wow” factor (at first). But once the device is about a year old or so, you start to run into major problems. I have had ipods and ibooks and neither one has lasted more than three years. And I am very loving and careful with my electronics. They just stop working at some point and it costs $$$ for even minor repairs. Thus, I am a little torn regarding my customer loyalty to Mac. Their quality control leaves a lot to be desired.
Frankly, I don’t think she’s going to get Apple to give her money back. One of the single toughest things to get any company to do is to cut a check for something you say they should have fixed in the first place, but then hired someone else to fix anyway.
She buckled like a belt rather than escalating the decision; if she’d had Apple do the work and then appealed, she’d have a better case, but there’s almost no way Apple will cut her a check for TekServe’s work.
Always appear first. Don’t pay until you’ve gotten a ‘no’ from the highest higher-ups you can possibly talk to. She’s let a ‘Genius’ in a bad mood talk her into spending money with a third party, and Apple simply isn’t going to start writing checks to people who didn’t bother to use the escalation avenues that were clearly available.
First off, it’s Genius Bar = Geeksquad. Not Applecare.
Secondly – I love the slew of people saying how “there is no way that could cause HDD damage.” All I have to say is – prove it.
Having an open case prior menas they have an unresolved case – if the genius bar trys to ignore it, they have documented proof of their incompetency. Good going.
Lastly – learning to fix it yourself is a priceless, easy skill.
I called Applecare last week and asked about the expected battery life for an early MBP. I explained that I’d followed the monthly-calibration recommendations, etc for proper use of the battery, including not using unpowered USB devices (except Flashdrives) when on battery power. The rep. offered to replace the battery immediately, after a few brief questions from the About This Apple menu.
I always call Applecare first before going to the Cleveland store. As much as I love Apple retail stores, I somehow feel better waiting in a phone queue than I do listening to various youths complain about their iPods and talk loudly on mobiles while waiting for the Genius Bar.
This is actually the exact same issue I had with my MacBook Pro just recently. The hard disk died after only 9 months of use (the 7200 rpm upgrade, no less) and Apple refused to fix it because they had found that it was “damaged due to unusual pressure” on the opposite side of the case. I had sent it in a few weeks prior to the hard disk’s death because my right fan was randomly clicking and this is when I found out about the “pressure damage.” Also, Apple had not even opened the case but somehow surmised that my SuperDrive and logic board would have to be replaced and the cost would be $1200. I was able to talk them down to $600 before I decided to just live with the fan. When the hard drive crapped out a few days later, I decided to buy the Torx screwdriver needed to open the case and replace it myself. I’m completely and totally fed up with Apple’s attitude towards its customers of late…it may be fine for new users, but those of us that remember being treated like boutique clients are really not enjoying the successful new Apple (sans Computer.)
I recommend upgrading your hard drive on your own. You can buy a good quality hard drive from NewEgg. You can pick up a 120 GB SATA laptop at NewEgg or Buy.com for $85. This will likely be larger than the one that came with your MacBook Pro. After a few months, I upgraded my hard drive on my MacBook on my own.
Apple has a guide to assist you.
http://manuals.info.apple.com/en/MacBook_13inch_HardDrive_…
600 for a new hard drive is insane
If you’re seriously considering paying them $600 to put in a new drive for you, I invite you over to my house right now!
I’ll install a new drive for you, while at the same time showing you this interesting bridge I have for sale.
@esthermofet: “I assured him that I hadn’t but he went on to say, “Macs are truth-machines and can spot a lying customer.”
ROFL. Seriously? He SAID that???
So, how good are the machines at spotting a lying ‘genius’?
@Papa K: “Lastly – learning to fix it yourself is a priceless, easy skill.”
How do you figure? Doesn’t seem easy unless one has experience with hardware (and even then, not the easiest thing in the world.) And not priceless if you break it and have no one to blame but yourself. And then you get to explain THAT to the jerks that refused service in the first place.
I just took a look at my macbook pro that I purchased about a year ago and noticed something similar. I have never gotten my laptop serviced or anything but in the area where the magsafe connector is located there is about a 1mm gap, but still not as extreme as that picture is.
I had a similar experience trying to get a macbook fixed. It was slowing down and crashed pretty often, and had already been sent back for 3 other unrelated problems. We sent it in again under the protection plan, and received an email shortly thereafter that they refused to fix it since it had damage to the outer casing. Truth be told, it did have damage to the outer casing. The damn thing is aluminum and takes a beating even in a padded laptop case. All laptops get bumped- but only one with a metal casing will show how much abuse its taken.
Now, it just so happens that a close friend of mine is a recent graduate of Yale Law School and just loves arguing legal technicalities with unknowledgeable staff over at Apple. If you dissect the wording of the warranty, Apple is excluded from paying for any damage that is caused by the user directly that is not part of normal use. Their problem though is proving that any damage internally is a result of anything showing externally on the casing. I wasn’t asking for them to fix the casing. I was asking for them to fix whatever was wrong on the inside.
So the casing is dented you say? OK, so don’t fix the casing. Fix the inside. But, Apple was quick to retort, the inside is damaged because the machine was obviously mishandled! Ah, but that burden of proof doesn’t lay with me- it falls on THEM. There is no way at all that they can prove that the damage on the inside is a direct consequence to anything showing on the outside. (This applies in my case. I don’t recommend smashing your computer with a hammer and then telling them to fix it. If the broken internal component lies directly beneath a dent to the outer casing, you may be out of luck.)
I imagine that Apple techs have been trained to first examine the outer casing for any dents whatsoever and then to deny any repairs on this grounds. Don’t let them get away with this!! Fight those bastards and get them to honor their lousy warranty!
In the end, Apple fixed the internal components and actually replaced the outer casing! Perhaps the threat of a lawsuit changed their tune. Too bad the thing still runs like a piece of crap.
LittleJoe says:
what about the fact that your apple is covered, apparently in a gross mold, and the trim is all pried off of it near the mag safe?
it sure looks like you dropped it to me.
Actually that’s a firewire port…
The ‘mold’ on the other hand looks similar to the dust my PowerBook seems to attract and accumulate through daily usage.
wow.
lots of people are pissed about their beat up aluminum computers.
i doubt anyone at apple is trained on how to decline a repair. what is probably going on is that they are protecting themselves from customers who will argue that the damage happened while it was in the hands of apple. from what i understand, they are also supposed to put everything back within specifications, meaning that if they check in a computer with dents, they need to fix that as well regardless of who did it since they have been burnt way too many times by customers insisting that the unit went in to repair without a scratch. Most casing parts are not covered by applecare. that means the individual store/authorized repair center has to take on the cost of new cases which are very expensive. also, because of the way it is assembled, when a powerbook case is torqued that way, it can be really difficult to put back together and sometimes looks even worse than before. so there’s a couple more reasons why it probably didn’t seem so ridiculous to the techs when they say “no.”
HOWEVER, internal HD’s are so easy to replace on that model, that genius should have accomodated the repair. Tekserve, as good as they are, overcharged her as well. Sounds like bad times. sorry, Hannah.