Apple Denying Warranty Repairs? E-mail Steve Jobs.

By far the most common “Apple” complaint we get at Consumerist is about our readers being denied warranty repairs because of some sort of “damage”.

While we do understand that Apple’s warranty doesn’t cover throwing your laptop into a river or sitting on it, most of the complaints we get are from genuine-sounding people who are astounded and hurt by being called liars and denied warranty coverage under a plan they paid a lot of money for.

Louis is such a person. After getting the runaround from Apple he sat down and wrote a nice letter to Steve Jobs about the poor quality of service that Apple’s warranty repair team was giving him. He blind CC’d the complaint to us. You you can read it… and Louis’ follow-up email, inside.

Louis writes to Steve Jobs:

June 10, 2007

Steven P. Jobs
1 Infinite Loop Cupertino, CA 95014
sjobs@apple.com

Mr. Jobs:

My name is Louis [redacted], and I have been a loyal Macintosh user for a relatively long period of time. I am writing this letter to inform you about the horrible experience I have been recently having with both Apple, Inc. and its products. Taking my years of using Apple’s products and services into account, I cannot say that I have ever experienced a situation as disappointing as the situation I am detailing to you today. As such, I purchased my MacBook Pro (Serial number: [redacted]) on March 7, 2006, only to find its enclosure becoming extremely hot after some time of use and the battery beginning to fail after two months. I had called AppleCare to resolve the issue, and the battery was replaced under my AppleCare warranty. The MacBook Pro was relatively fine for eleven months, that is until its display failed.

The failure of the MacBook Pro’s display occurred on April 7, 2007, when I was using the computer at my desk. The laptop is always used on my desk, as I was instructed to do so by AppleCare when I initially complained about its intense heat. As such, the MacBook Pro is rarely handled, only to transport it to Apple for service. After I was finished with my work on the computer, I had put the computer to sleep by gently closing its lid. I have always closed the lid by putting a slight amount of pressure on it until the lid made contact with the bottom casing. This time, however, the hinges failed to prevent the lid from falling, and the lid subsequently made contact with the bezel much more quickly than ever before. At this point in time, I realized that I still required use of the computer, and I lifted the lid up to awake the MacBook Pro from its sleep. I did this only to find the display plagued by a series of vertical lines covering about 2/3 of the screen’s area. I was initially bewildered by this, as I had never seen it occur before on any of my previous computers with LCD displays. I rebooted the computer several times, reset the PRAM, and even reformatted the hard drive with a fresh copy of OS X, but none of these things worked. I had no choice but to call AppleCare for support.

My initial AppleCare call (Case ID:[redacted]) resulted in a troubleshooting session essentially similar to the steps I had already conducted. The support agent, Sue, determined that I would have to bring the computer into an Apple Store for service, as there was nothing more AppleCare could do for me over the phone. I explained that the Apple Store nearest my home was a bit of a drive away, but bringing it there was still suggested. I then brought the computer to the Sagemore Apple Store in Marlton, New Jersey as soon as physically possible. The problem occurred over Easter weekend, so the store was not open until Monday, April 9th. The employees there determined that the computer would have to be sent out for service, and subsequently arranged for an at-home pickup. The employee that assisted me, Eric, inspected my computer while on the phone with the AppleCare depot, noting that it was in flawless condition. The process was relatively fast, and I thanked the employees for their assistance. A box arrived at my home the next day, and I packed the MacBook Pro for it to be serviced (Repair ID: [redacted]).

Some days later, I decided to confirm my repair status via Apple Support’s online repair status service. I noticed that the status indicated something akin to “Apple needs more information before we can repair your product. Please contact AppleCare.” By this time, I was surprised, as I had ensured that the Apple Store employee had provided all of my contact information to the AppleCare depot agent when the service request was arranged. I then called AppleCare, and the representative presented with me of a charge for $1259.95, based on the repair depot’s claim that the MacBook Pro had experienced “physical damage.” She then noted that the depot claimed that the bottom casing was showing “warping.” I had taken pictures of the MacBook Pro immediately before I had packaged it for service, and I could not identify the damage that the the repair depot was claiming. I requested to speak with a supervisor so the charge for service would be removed, but the supervisor failed to reach a satisfactory conclusion at the time. She then arranged for the MacBook Pro to be shipped back to my home without repair, as I had no other options at the time. In the process, she assured me that all of the components aside from the display and lower bezel casing would remain covered by my AppleCare plan. I had called again some time after that call in hopes of speaking with a representative that would repair the computer, but the representative would not agree to do so. This representative also confirmed that the only components no longer covered by my AppleCare agreement were the bottom bezel and LCD display. The representative then suggested that I file a claim under my credit card company’s extended warranty plan. In attempt to minimize the amount of aggravation on my part, I filed a claim with Visa for this service and waited for Visa’s response.

About a month later, I had received a call from a Visa claims administrator, and he stated that my claim was denied based upon Apple’s claims of “physical damage” to my unit. The claims administrator stated that he had spoken with Aaron at Apple, and Aaron had noted that there was “corrosion in the hinges that caused them to fail and a cracked screen.” As I had no other options, I then called AppleCare again in an attempt to resolve the issue.

By this time it was May 15th, and I spoke with Crystal [redacted]. She further detailed the depot’s claimed problems with my MacBook Pro, and these included the “warping,” “physical damage,” and “bottom bezel damage.” I explained to her that I did not cause the damage myself, and that no other person had handled the machine while it was in my possession. That is, while it was not at Apple to be serviced. She explained that there were pictures that the depot had taken illustrating this claimed damage, and that she was able to send the entire set to me. I received these pictures, and to this day, I fail to see any significant abnormalities with the computer. Crystal then claimed that Apple’s images prove that the LCD screen was physically cracked, yet the images which were sent to me do not illustrate anything remotely close to proof that the screen is “cracked.” Moreover, she denied that my computer’s hinges were corroded when I stated that is what Apple told Visa. I asked her to verify the claims again, and she again denied the existence of such corrosion. I was beginning to become suspicious of Apple’s practices at this point, as the information given to either to me or my credit card company was incorrect. After about an hour of attempting to resolve the issue, I was yet again left without many options. One of these options was contacting the Better Business Bureau, and I filed a complaint with them later that day. When had filed the complaint, I had realized that Apple was not a BBB member, but still believed that Apple would at least respond to the complaint by the given deadline. Now, it seems that I was wrong about that belief.

Since the lines on my MacBook Pro’s display were progressively worsening, I was forced to connect an external monitor to the computer to continue my daily work. As I do not use the machine solely for work, I attempted to play the few modern, Mac-based games available (Call of Duty 2, Civilization IV), and found that the MacBook Pro would unexpectedly shutdown while playing these games. These shutdowns would not even prompt the infamous kernel panic message, the computer would just completely cease operation. Further use of the machine led me to realize that the problem was only apparent while using graphics or CPU-intensive applications, as well as Windows XP under BootCamp. The problem would never occur when just using web browsing or email applications under OS X, regardless of version. As I had been familiar with a similar problem on the MacBook line of computers, I called AppleCare for assistance (Case ID: [redacted]). After detailing to him the problems which Apple claimed were wrong with the computer, the support agent stated that it was a hardware issue, most commonly with the logic board, and that a box would be sent to my home for repair (Repair ID: [redacted]). With the assurance of the previous support agents that all components aside from the screen and bezel would be covered, I naturally expected that the repair would be covered. As it turned out, this was not the case.

Two days after I had shipped the computer, I checked Apple’s online support status site, only to see that Apple now needed more information about my product before it can be repaired. I then called AppleCare, and spoke with Obi. Obi claimed that the previous assessment of physical damage voided my computer’s entire warranty until the fee for repair of the screen and bezel was paid. I explained to him that was not in line with what was told to me by previous representatives, and that the problem was relatively common. This did not have any effect, so I requested to speak with a supervisor, Jennifer. Jennifer confirmed Obi’s statement that the entire warranty was voided because “our repair depot does not handle partial repairs.” She further explained that computers which Apple claims have experienced “physical damage” are “hard to warranty.” As any reasonable person would do, I responded that that was a ridiculous statement based upon the other representatives’ claims, and that I would have to complain about this issue to Apple directly. Jennifer confirmed that Apple had received a letter on my behalf, and that I was “not being ignored.” As it is past the initial deadline for Apple’s response, June 7th, is sure seems as if this is not the case. As Jennifer was a dead-end for what she could offer me, I called AppleCare back again.

This time, I had spoken with Louise, and she confirmed the statements of the previous two representatives, Obi and Jennifer. I asked to speak with a supervisor, and was transferred to Cathy [redacted], possibly the most helpful person I had ever spoken with at AppleCare. After explaining the whole situation to her, including the fact that the corroded hinges statement differs from what was given to Visa, and the fact that other examples similar to the problems my MacBook Pro was experiencing could be located on the internet, she performed an intensive search of any applicable information. After about fifteen minutes of searching, she failed to uncover any information about the intense heat, claimed case warping, hinge failure, or screen failure affecting a “significant number” of MacBook Pros. If needed, I will send links detailing these issues affecting other user’s machines. I informed her that I had viewed an image of a MacBook Pro in Germany with case warping almost exactly matching Crystal’s description of the warping affecting my MacBook Pro. Sadly, she could not take the information regarding how large of a user-base this issue is affecting, as Apple did not have a significant amount of similar reports in their support database. Disheartened by this, I thanked Cathy for her attempt in assisting me and ended the support call.

Although I have been told by several representatives that Apple’s CEO does not accept mail, I am now asking for your assistance with the issue. In all of my time spent dealing with the computer and electronics industries, I have never before experienced anything quite like my experience with Apple and its support services. Over the course of two months, I have invested a great amount of my time endeavoring to resolve this issue, but have miserably failed. I have since recalled the belief I once held when I had initially switched to the Mac platform several years ago, a belief that Apple was one of the few companies in the industry which actually cared about its customers. Taking my recent experience with Apple into account, this belief could not have been further removed from the truth. I now ask you both as the CEO of a multinational corporation, as well as a decent human being, to provide a working computer for me. I have spent a large amount of money on Apple products, with my MacBook Pro purchase alone totaling $2848.00. I believe that any customer spending any amount of money on a product should receive a product in working condition, not one which quickly fails and is then determined as ineligible for repair under the expensive extended service plan.

I realize that your time is greatly valuable, and as such, I am deeply grateful for your consideration regarding this issue. Given the truly troubling experience I have had with Apple’s products and support services, I hope you will agree that a remedy is in order. Once again, I thank you for your time and consideration regarding this matter.

Sincerely,

Louis

Nice letter, Louis! Here’s what he wrote us next:

Hello again,

After sending my email to Steve Jobs, a representative from Apple’s corporate executive relations discussed the situation with my repair, and he stated that the support representatives I spoke with did not fully take the heat generated by the computer into account for the display’s failure. As such, he offered to repair or replace the machine free of charge, and I received the replacement computer on Tuesday. The representative is now working with me to transfer my AppleCare to the new machine.

I would like to thank the Consumerist for the wonderful service they provide to consumers in need. I apologize if my reply had not been the fastest, as I wanted to make sure all was well before I contacted you again. Thank you again for your time.

Sincerely,

Louis

So if Apple is accusing you of damaging your computer, and you know you didn’t, take a few moments and write a letter like Louis’ to Mr. Jobs. It doesn’t cost you anything! If you know you’re right don’t back down. —MEGHANN MARCO

(Photo: earth2kim)

Comments

Edit Your Comment

  1. B says:

    They’re trying to make the iPod look small by using a large cat model. I call unfair!

  2. firestarsolo says:

    Someone should have posted this BEFORE that one guy smashed his laptop with a sledgehammer…

  3. Tristan Smith says:

    I had an iPod that was starting to act up so I took it into an apple store hoping they could help me out. After taking a look at my iPod they told me that they couldnt do anything because it had been damaged. They pointed out a small dent on the back case and told me that it probably messed up the hard drive. This dent was only about a 16th of an inch long and was only noticible because the mirrored finish distorted your reflection slightly. The problem with the iPod seems to have cleared up but I still think this is ridiculus.

  4. Toof_75_75 says:

    @B:

    HAHA Nice!

  5. tedyc03 says:

    *sigh*

    E-mailing Steve Jobs doesn’t mean that he actually is involved in the process.

    His admin assistants are well trained on how to direct incoming messages AWAY from the office to reduce workload and effectively handle things.

    Jobs probably gets thousands of e-mails, requests, invites, complaints, etc. a day so really, e-mailing his office doesn’t get HIM to do anything for you. It’s his secretaries.

    As a note, calling and asking for Gene Teluse will get you the same executive support.

  6. Trai_Dep says:

    Yay! Kitties! Ginormous, orbit-altering kitties!! Mice must be big where he lives.

    This guy is clearly an amateur. SHOULDA made a call, then when failed to get what he liked, beat his MacBook to tiny, tiny bits with a sledgehammer.

  7. MercuryPDX says:

    Sweet Jeebus after THAT diatribe I’d rather beat MYSELF with a sledgehammer.

    I can now sorta of understand why the other guy gave them “one shot”.

  8. fluidfoundation says:

    This reminds me of last summer when I bought one of the first model Macbooks, and within a few weeks kept getting the random shutdown issue. I gave Apple 3 attempts to correct the issue before I decided to escalate it to the corporate folks (I will say that each dealing with the ladies at both the store and over the phone was very pleasent and professional). I sent an email to pretty much all the VPs, and finally got a reply back from Allen Rhodes who I believe was the VP of customer relations at the time. We arranged a time to speak over the phone.

    Thats the last time I’ve had a pleasent word with Apple. I was expecting the same service I’ve been used to but instead got the run around. My favorite quote from the conversation was saying that a few thousand experiencing the same exact problem does not constitute a widespread issue. I asked him what I should do if the issue comes back yet again (which it did), and was told that I’d need to send it in like everyone else because they would not replace the unit.

    That was the last time I bought an Apple product. I hate that since I’d really like an iPhone but I have to stick to my guns and not buy Apple anymore. Unless he calls me back and at least apologizes for the poor service to a good customer, they’ve lost me forever. Again, just one guy, and I dont expect them to really give a lot of concern about that.

    But, I am glad for you that you received wonderful service from them. It doesnt change my opinion but at least someone got some results that were at minimum fair to you.

  9. lemur says:

    Anecdotes are just that, anecdotes, whether positive or negative.

    What I’m learning out of this story is that Apple gave crap to this guy until he got to send an email to Job’s email address. Nobody should have to go through that much trouble to get a repair. I’ve been a Dell costumer for 9 years and never had trouble getting my laptops serviced.

    And yes, my experience is just an anecdote but when the fanboys try to convince me to switch, and then I see this… I think thanks but no thanks!

  10. jaffa-cake says:

    I actually just got back from an Apple Store last night after picking up my fixed Powerbook. When I dropped it off, the aluminum housing was pristine. No scratches in sight. When the guy brought it out, there were marks all over the top of the housing. In some places there were scratches like it was a car that had been keyed. I didn’t want to leave the store with it in that condition, since I knew an Applecare claim could be denied in the future due to physical damage.

    To make a long story short, I calmly explained I didn’t drop it off in that condition, and I wanted to know what could be done about it. After going through a couple of ‘geniuses’, they said they would replace the top housing/lcd since they admitted fault.

    I didn’t cop an attitude, but a little kindness goes a long way when dealing with these employees in stores.

  11. superlayne says:

    Dear God this email is almost as long as the Raspberry Catastrophe.

  12. Raze50 says:

    @lemur: I totally agree. “Nobody should have to go through that much trouble to get a repair.” But (as Devil’s advocate) repair centers can’t just do repairs willy nilly. Especially if the physical evidence indicates that the malfunction is caused by something not covered by warranty (typically liquid, impact, overt mishandlings void warranties). $600 (guestimate for parts and labor) repairs tend to add up if CSR’s are granting them left and right. So, businesses are totally within their rights to ask for money for repairs.

    It ended up costing this guy maybe $30 in gas, 4 hours on the phone, and an hour at the keyboard to get a $1200 repair fee negated. I think that’s a good trade, and evidence that escalation works. An see, no smashtardedness needed!

    Way to go Louis!

  13. Coder4Life says:

    Meghann,

    Why are you making this fat cat suffer? This poor cat has had so many portraits taken of it…

    Hopefully it doesn’t have a pacemaker in it either, because that ipod could kill it!

  14. enm4r says:

    @Raze50: It ended up costing this guy maybe $30 in gas, 4 hours on the phone, and an hour at the keyboard to get a $1200 repair fee negated.

    Why is this a proper deal? You’re comparing it to the arbitrary $1200 thrown out by CSRs that you’ve already agreed were in the wrong. What it needs to be compared to is the $0 and 20 minutes on the phone that he should have only been faced with. That’s the point, he spend his time and money when he shouldn’t have had to.

    And your point about repairs not simply repairing anything is a valid one, but it doesn’t excuse the inconsistency between people he talked to, or the fact that it was initially declined.

  15. mac-phisto says:

    so, maybe i’m missing the part where apple gives excellent customer service that everyone keeps raving about.

  16. Techguy1138 says:

    no raze50 you are wrong.
    it took from march to MAY to get a computer fixed.

    It was not 4 hours on the phone. Computers tend to be pretty important and it sounds like the louis has only one. So she was stuck with a flaky computer that may or may not quit in the middle of a task and a broken display.

    Then she was blamed for repair and billed almost $1300. You know, the price of a replacement laptop, not just a screen.

    I have had EVERY Apple product I and my friends have purchaced from 1999 onwards experience significant failure. I have also experienced significant failure from Apple repair centers and customer support.


    Apple should have the reputation of a company that does not handle repairs well. At least until it DOES handle repairs correctly.

  17. segfault, registered cat offender says:

    Looks like the cat in the photo above needs a warranty repair, by way of liposuction and/or gastric bypass.

  18. bbecker80108 says:

    Call me crazy, but couldn’t the massive amount of Apple customer service complaints be merely a symptom of the same vocal minority who proclaim the greatness of Apple products?

    That these people who run around evangelizing Apple, keep going even when it is talking about a bad experience?

    I’ve had good and bad experiences with Apple. I’ve had a Genius trade out my iPod Shuffle for a reason that was firmware based. I’ve had two Geniuses marginalize me to the point I went home, looked up the phone number and complained to the manager. I’ve had an Apple Store supervisor trade me a new pair of headphones without me having my under-warranty iPod with me. I’ve had an Apple Store employee accuse me of stealing the iPod I bought myself for my birthday.

    I tell everyone when I’ve had a bad experience with Apple because it’s always a shock, but I don’t really mention they fixed my Macbook that I broke and replaced my discolored casing without blinking. It’s because that’s the level of service I expect from Apple.

  19. katewrath says:

    tedyc03: Like you, I though writing to the Steve Jobs email was a fool’s errand. When I sent him a note, I expected an auto-reply, or no reply at all.

    Instead? I got an email from Mr. Jobs, scolding me for using his product incorrectly, and therefore, having no right to ask anything of his company.

    (In a nutshell, I wanted to buy replacement earpieces for some in-ear headphones. I had broken mine, which I admitted was my mistake, but I wanted to buy a new set. As in, with money. But no such replacements are sold. So I wrote him a note suggesting that customers would appreciate the opportunity to buy replacement earpieces. His reply: You are an irresponsible consumer for using my product in such a way that it became damaged. And no, you can’t buy replacement earpieces.)

    Moral of this story: The only thing worse that not hearing back from Steve Jobs? Having him lecture you via email for being too dumb to use his products.

  20. Raze50 says:

    @Techguy1138: & @enm4r: I think you are misunderstanding my position. I’m not trying to a) say one party is wright or wrong, or b)justify the three months it took for the dispute to be resolved.

    I think it is totally crappy that a business, any business, can operate from a position of power and drop Detroit Steamers on the consumer as they see fit. Recognizing the injustice doesn’t automatically correct the behavior and how we feel alone does not change the power dynamic!

    That’s why the end result (the new lappie for cost the talk time, the gas, and yes, the 3-month wait vs. $1200+) is so positive. This is a prime example of using available channels to initiate an desired outcome. I salute it. I’m not trying to blame Louis (whose name, by the way, is not specifically gendered…does your assumption that Louis is female inform your reaction?) or say Louis deserved to get a bum machine. I also understand what it is like to have a non-working machine when you need one. I’m sure many of the readers do. Louis was most definitely the victim in the beginning, but in the end Louis came away satisfied. It took work. Sometimes life is work.

  21. Asherah says:

    Yeah, well my hard copy letter mailed to Steve in March 2007 was never replied to…perhaps when dealing with execs of companies with tech products only email will do. (My correspondence occurred after my 2nd logic board failure in one year.)

  22. Amarain824 says:

    I wonder if this would work at Sony…

  23. lemur says:

    @Raze50: Louis is a male name. Louise is the feminine form.

  24. adamondi says:

    Man, what I wouldn’t give to live in that cat’s house. Look at all of that goodness. A 15″ MacBook Pro, a 17″ MacBook Pro, a MacBook, a Mac Pro, a Cinema Display, and an iPod. Mmmmm…. Sounds like a really good house to me.

  25. mathew says:

    Stylistic point: That e-mail is way, way too long. Try to be brief when summarizing your issue, senior management at most corporations have short attention spans.

    I think part of the problem Apple has is that people have unreasonable expectations. Because the hardware looks so gorgeous, people expect it to be utterly perfect, and to remain so. Look at all the wailing over miniscule “cracks” in the Mac Cube that turned out to be artifacts of the plastic molding process.

  26. Earth2Kim says:

    @adamondi: Actually, it’s a Ti Powerbook G4, a 12″ PB G4, and an iBook… We like our old school Apples. (There’s a Mac Classic, and an IIe also in that room.)

  27. GreatMoose says:

    I’m a computer tech at a university, and we see stuff like this all. the. time. We’re all Apple, Dell, and HP certified, and we got lots of students bringing in thier stuff for warranty work. Well, with Dell (and to a lesser extent, HP) it’s no big deal. But with Apple, it’s a whole ‘nother story. I’d guess 70% of the time, if there’s even a HINT of a scratch or nicked plastic or anything of the sort, they won’t cover the warranty at all. They proclaim it abuse, and void the warranty.

    With Dells, you can leave ‘em out in the rain (or have your roommate urinate on them (it happens)), and it’s covered (provided you have Complete Care.) Apple really needs to rethink their stance on customers always being at fault. Sorry Apple, your products aren’t as perfect as you think they are.

  28. mermaidshoes says:

    man, i’m with mathew. i’m glad this dude got help, but he definitely broke the rule of brevity. the faster you can make your problem (& desired solution) clear, the better. detail is great, but keep it within reason. it definitely helps to get all your complaints/frustrations down on paper, so try writing out your whole story, then cutting it by about 75% so it’ll be more effective. (just think of the starbucks guy if you’re tempted to drone on & on…)

    and yeah, that kitty in the picture has it MADE.

  29. Xerloq says:

    It’s not a cat. It’s a Tiger. It’s the mascot form the former incarnation of OS X passed out on the floor of the basement in the Cupertino campus, fat from all the kitty treats Stevie buys him using the money of people who throw their warranty money away by smashing their laptops.

    At least the guy has a working laptop, that’s what counts in the end.

  30. Techguy1138 says:

    @Amarain824: I’d be curious about Sony also.
    It would be a worthwhile consumerist experiment. For big corporations division might matter also. You may get stellar service at the PC division and not so great from home audio, or vice versa.

  31. IRSistherootofallevil says:

    I heard they’re more responsive if you call customer relations instead of applecare.

  32. Trick says:

    But it is a Mac! Macs don’t break. This guy did something to it.

    I have 23 macs in my house and none of them have ever failed. They all work flawlessly.

    Go back to Microsoft you shill.

  33. Kangarara says:

    What jaffa_cake said. It’s amazing how easily one can turn a negative situation around with just a bit of humble manner and big smiles.

    Even if they’re clearly dead wrong, do you want your laptop fixed or do you want to be right? It may feel a bit slimy at first, but I’ve also noticed that it starts to feel very powerful. All of a sudden, just by being kind but firm, people start to do whatever you want them to! Like magic!

  34. bnissan97 says:

    How did he get Steve Job’s email address? Is it posted on this site somewhere?

  35. bnissan97 says:

    PS. Not a Apple user here just curious if I have missed a main pages with “critical” email addresses.

  36. itsbetteronamac says:

    Sadly this post is completely the opposite of my experience writing Steve Jobs in regards to my problems regarding my MacBook Pro. Although I was contacted by the “Corporate Executive Relations,” Mark Bentford, my end result was not nearly the same. After several emails and phone calls, it was decided that while the actual cause is completely unknown, it must have been my fault. I am a loyal Apple customer, with the worst of luck when it comes to their computers. They have even given me free upgrades because of all the troubles I have had to go through. However, when it came to getting my LCD replaced on my brand-new “free” MacBook Pro due to “dark spotting,” there was not one ounce of pity. I was asked to either pay $1200 to have it replaced, or essentially have my warranty voided until I paid. I opted for the later of the two. While my die hard Apple genius team at my local Apple store was behind me 100%, I was falsely accused of hurting my precious MacBook Pro. In the end I have been stuck with a screen full of darks spots and poor color collaboration.

  37. Android8675 says:

    @rndmideas: Yeah rnd, I get iPods at my store that’re damaged like that, little itty-bitty dents in the back of your iPod. What’s on the other side of that dent? some IC, your HD, 2 really small contacts on a circut board? Then again I’ve seen perfect looking ipods come back unrepaired because the ipod had been clearly submerged in water (rust everywhere inside), we get photos from repair as evidense, and you know the customer knows because they put up the biggest arguement and usually have a partner with them so they can gang up on us until they get away with it.

    My point, don’t drop your iPod and take photos like Louis did before you send it out. It sucks, and accidents happen, but thats what belt clips and $9 dollar iPod cases are for!

    Great work Louis, it’s too bad you had to go through all that hassle, but it’s great that you got such a speedy resolution at the end.

  38. Jay Murphy says:

    hello,

    I thought I would speak my mind, I bought this computer At the jordan creek mall, in west des moines, iowa in may of 2006, I have had issues all this time till recently when the LCD what I thought was repaired yet it goes back into service for tyhe same freaken thing. My issue is the computer I had no idea I was buying was the floor demo display, at the time of purchase was not told this was their floor display demo unit, I have the orginal box and reciept from the purchase, where who the hell knows who has been on this thing. Its on its 3rd logic board, the LCD has been replaced among with other things. I have been accused of a liquid spill, when in fact my ibook g4 800mhz laptop was never in service for anything. the only reason why it was replaced I wanted something that was wireless and a bit quicker from an 800mhz to a 1.33ghz and more memory, was a great laptop wished I didnt sell it and just bought an airport card for it, When I recieved the laptop back from the depot, when I just signed for it from fed ex, opened it up was very happy to get it back as this is my only source to chat with the world, I went to power this laptop back on their is a white line where the lcd meets the plastic case, looking down to up goes darker, I immeditally called apple customer care to complaint about the condition when I recieve dit back from service, which after your repair shop had my laptop for about 2 weeks, this is still not fixed, prior problems, when the 2nd logic board was installed, their are pry marks all around the seam of the case which really ticked me off, was told this would be fixed but was never fixed, I also complained at the 2nd repair about the CD DVD combo drive was making loud noises,when I got the laptop back the drive was loud was not like this when I shipped it in for service, after service which on the 3rd repair which was done recently some how when it was out of my hands at the depot it was damaged and was accused of poruing coffee all over my laptop to some how have a liquid spill done, In fact I own a performa 6220cd and a imagewriter II printer which I bought brand new, and yes their still in service and never given me any issues, now if I would have trashed that computer you would think it would have died along time ago along with the printer. When I did call customer care this time, they wanted to replace the ibook with a mac book because of all the issues with this lemon I currently have. They called back in 15 mins and said they would not replace due to liquid damage which I find it really funny I baby my computers and something like this being accused of pouring liquids on my computers is outragous. I would like to come up with a solution to have this ibook replaced with a macbook as they suggested when I called apple customer care was denied due to damage I didnt even freaken do in the first place. If you want me to stay as a customer forever I would suggest something to be done, im to a point, of beliving your products are like gm selling crap cars just crap out at 100,000 miles, I stopped buying american made cars and switched to driving nissan’s and their hardly in the shop except for routin maintance.

    I suggest a replacement of this lemon due to the facts as state below:

    1. LAPTOP OVER HEATS RUNS HOT ENOUGH TO GET BURNED.
    2. LCD IS DEFECTIVE FROM THE REPAIR OF THE RECENT SERVICE DONE * LCD IS DARK, HAS A WHITE LINE AT THE BOTTOM OF THE LCD WHERE IT MEETS THE PLASTIC, WHERE THE IBOOK G4 LOGO IS THE PLASTIC IS NOW BOWING OUT.
    3. PRY MARKS ALL THE AROUND THE BASE OF THE CASE FROM THE 2ND SERVICE IT RECEIVED FOR REPLACEMENT OF THE BAD LOGIC BOARD
    4. ITS ALREADY ON ITS 3RD LOGIC BOARD
    5. THE APPLE CUSTOMER CARE REP WANTED TO REPLACE THIS LAPTOP DUE TO MUTIPLE ISSUES AND TO KEEP ME SATITIFIED AND TO KEEP ME AS A CUSTOMER.
    6. BATTERY ISSUES ON ITS 3RD BATT
    7. WHEN PURCHASE NEVER TOLD THIS LAPTOP WAS THE FLOOR DEMO MODEL HAVE BEEN ASKING FOR ABOUT 3 YEARS WHERE THIS LAPTOP CAME FROM AND WHY IT WAS REFURBISHED IN THE FIRST PLACE.
    8. FOUND BLACK HAIRS UNDER MY KEYBOARD AND WHERE THE MEMORY DDR GOES, ALONG WITH A PINCHED WIRE. SEEMS SOMEONE IS GOING BALD AT YOUR REPAIR FACULTIY AND NEEDS TO WEAR SOME SORT OF HAIR NET, IVE TAKEN PICTURES AND SHARED THEM WITH OTHERS HOW GROSS THAT WAS WHEN I WENT TO INSTALL MY MEMORY CHIP.
    9. I called fed ex to see if the box was insured for shipping, was no insurance on the computer, now that bs for how much we all spend on these door stoppers.

    THE SERIAL NUMBER FOR THIS LAPTOP IS:

    4H5306TSSE7

    I would like someone to contact me about this, I would suggest a replacement after being an apple customer for years, and going through all this BS with this ibook, shows me that I need to switch to a PC which ive already done shopping and coming close to making that purchase, I am fed up with apple to a point of no longer buying any more apple products and refering to others to stay clear away from them, since their junk not worth any penny with the pruchase for anything they make.

    My performa and imagewriter II are still alive and work great, but this ibook has been a piece of shit. Was a waste of money when I bought this and all the problems ive had with it over the years with this computer. I am also filling a complaint with the iowa attorneys consumer protection agency and the BBB over this lemon.

    Thank you

    **just sent this a few hours ago to steve jobs via email, just keep getting the run around with apple care support

  39. Nick says:

    Covered with cartoon spider webs by the time I finished reading.