Consumerist
UPDATE: Last Wendesday, I was sitting in my dorm room by myself, doing homework on my Macbook, which is less than two months old. After typing my essay for a while, I went on my bed to do some other homework. Nobody else was in the room at all during this time, just me. After about 10 minutes, I returned to my computer, opening it only to see that 1/3 of the screen was broken.My MacBook has never been dropped, I didn't bump it, close it with any more force than I had ever previously closed it with, hit it on or with anything, nothing fell on it, and nothing (such as a pen) was resting on the keyboard when I closed it. I opened it, and the screen was cracked.
After freaking out and not being able to sleep all night because I was worrying about it, I went to the Apple Store in Chestnut Hill, MA for my appointment with the Genius Bar at 6:30pm. The genius, Jason, who helped my mother and I, was really awesome. I cannot say anything negative about him. He did what he could to help us, which was to tell us that, essentially, my $250 AppleCare warranty was basically a waste of money because now I had to pay $755 to have my screen fixed because it wasn't covered under the warranty.Stephanie,Uhm...excuse me? When I was buying the MacBook, the sales associate who forced Apple Care onto me, told me that it would cover anything that should happen to the computer, aside from water damage. I must stress that the associate, at the particular store where I went to ask about the problem, told me ANYTHING would be covered EXCEPT for water damage. Well, this isn't water damage. Yet, they still tell me I have to pay $755.
So, Jason gets the manager, Chris, to come talk to us. Everything went downhill from here. Of course I was upset, my computer which cost $1704 when everything was said and done, was broken after almost exactly two months, and they wanted another $755 to fix it even though I didn't cause the damage and I have the warranty.
Chris was awful. Some people just should NOT be in customer service. We explained what had happened, and all he could say was that I MUST have dropped my computer, which I didn't, or whenever he responded to something I said or asked, he "couldn't" comment on it. Well, when it went back and forth for a while of "You dropped it" and "No I didn't!", I finally asked, well, are you calling me a liar? He comes out with another one of his "I can't comment on that". Wow, was I so mad at this point.
I picked up my laptop, walked over to the nearest people looking at computers, showed it to them and said not to buy a Mac. At which point, Chris comes over to me, and physically puts his hands on me and pushes me away from them (yes, he really touched me. yes, he really pushed me. No, it wasn't a very hard push, I am not bruised or injured, but the fact still remains that he did something that he should have NEVER done), and he told me to leave the store, making a scene and running out into the hallway of the mall and saying "Get out!" and calling for security.
Yes, I was wrong in apparently "Harassing" other customers. Please note that everything was 100% civil until maybe the last 90 seconds of my probably hour in the store. Everything was fine until he basically told me I was lying.
All I want is to not be treated like crap by a company where I've spent thousands of dollars on their products (2iPods and songs on iTunes before I owned my MacBook), and where I buy a warranty that I was convinced by the Apple Salesperson would cover anything except for water damage. I would not have bought this computer had the salesperson been honest to me about what the warranty did and did not cover. All I want is for my MacBook to be fixed by Apple.
Assuming everything you say is true and occurred as you described, I have an idea for you. Go back to the store and talk to Chris. Ask him one last time for a warranty repair as there's no way you could have dropped it. When he says no, inform him that you now feel compelled to exercise your civic duty and warn other customers about the dangers of buying a macbook, and that you will be standing outside the store for the next few weeks showing anyone who will listen to you your damaged screen and story. He's right that you can't do this inside the store but he can't do anything about you outside the store.
The situation and tactics are similar to the one described in this post, "How To Kick A Scammy Car Dealer In The Nuts." In that case, a man was deprived of his rightful $1500 discount and so he printed up flyers explaining his issue and informed the store that he would be spending his next few weekends in front of the dealership's sidewalk passing them out. There, the dealership was smart enough of a businessman to cut the writer his check on the spot without him even having to pass out a single flyer.
You might try saying something like this to Chris (a customized version of text lifted from Unscrewed) before you start warning other citizens :
"Chris, at this point, it doesn't really matter to me whether I get my money back or my laptop repaired or not. I am going to exercise my First Amendment right to stand on that public sidewalk in front of your store. I'll show my laptop to anybody walking into your store and tell them my story"
'll bet that, in just a handful of Saturdays, I can convince a couple of dozen people to shop elsewhere. It could end up that, by not paying me what's due to me, you lose ten times that much in future business. It won't put any cash in my pocket, but I'll feel a lot better about things. What do you think?"
The key is to be cool and collected. You might be quaking with anger inside, but outside, you're James Dean. You're not making it personal, it's just business, and you're just a citizen performing your civic duty.
You can also consider typing up a flyer that briefly explains your problem and provides people an email address to contact you at. Bring those along with you. Show them to Chris. Hopefully he'll see the error of his ways and you won't have to use them.
Or you could call the Apple Warranty Department, or just fwd your complaint to sjobs@apple.com, though we'd really like to see you give the in-person approach a try.
The manager told us via email that he didn't push Stephanie.
Comments
Has Stephanie read her warranty to make sure she is right? Many warranties do NOT cover screen damage. I can't speak to Apple's in particular, but I know the majority of warranties, and extended warranties do not cover any sort of screen breakage. Yes, this sucks, but if the warranty specifically excludes the screen, well, thats just how it is. What the sales person tells you makes NO difference. It's what is actually written into the warranty contract you are provided. Does anyone have Apple Care and a copy of the warranty?
File charges. You were assaulted and battered.
Don't forget the Executive Carpet-bombing method either.
What amazes me is that replacement screens for laptops cost as much as they did several years ago. For $200 you can get yourself a really nice external LCD screen that's far larger and of comparable quality than the broken one in a laptop. This is not unique to Apple, either, Dell and HP's replacement screens run roughly the same amount.
Please understand that "extended warranties" such as Applecare or a Product Service Plan DO NOT, NO HAVE THEY EVER, covered "intentional or accidental" damage. I.E. you accidentally spill coffee on your laptop or you accidentally drop it. If any sales person tells you otherwise ask them to point it out on the brochure where it says it covers everything but water damage. They wont be able to find it cause its not there!!! At that point you should either ask to speak to someone else. I would recommend leaving the store and never shopping there again.
BTW if you do decide to get your laptop fixed but want to stick it to apple you could try returning your Applecare plan, most of those services are prorated and there should be a number on the form of who to call for that type of thing.
"running out into the mall hallway": I'd like to point out that if the store is in a mall, you can't stand in front of the store and claim your 1st amendement rights. It's still private property and the mall security will be happy to remove you from there if the store requests it.
@bambino: Yes, seriously do that. If you have a witness its a slam dunk. Chris should be fired in the least or better, demoted to sales. Mwahahahha
just by looking at the picture i can tell you it was dropped, hit, or something like that. screens dont mysteriously crack. that screen is cracked. whether you know what happened to it or it not, it was damaged by force.
Assaulted, not battered. Battery can only be charged if there is injury.
And as far as the screen warranties, Best Buy's warranty DOES cover screen damage, with the caveat that the damage is not caused by you, and the failure of the screen would have been covered under the manufacturers warranty, if it were still in effect. For Samsung, this means three dead pixels.
I believe this is a mall store. Might make it a little tough when mall security is shoo'ing you away. Still, might be nice to try if you're capable.
A quick perusal of the Apple Warranty and Apple Care protection plan on the Apple Website don't indicate that they exclude screen damage. I would proceed back to the store, ask them to show you any physical signs of it being dropped, such as marks on the side of the case, etc. When that comes up short, demand that they replace it under warranty. If have no evidence that it was dropped, they should replace it. Perhaps try a different Apple Store as well.
After reading the AppleCare warranty, there's nothing in it that specifically excludes screen damage, but like the other person above said, accidents/acts of god/etc aren't covered. So theoretically, she is covered under the plan and they just don't want to pay because laptop screens are ridiculously expensive.
And physically pushing her is assault, and completely unacceptable. Would you let it go if a random stranger did the same thing to you? No, so don't let some random-ass Apple manager with a GED get away with acting in this manner. He obviously should not be working with people, animals, or anything that might have a pulse.
Stephanie, I would try calling the apple warranty department before going back to Genius bars. I had a RAM issue with my Macbook Pro earlier this year and the "genius" at my local apple store was basically telling me I had to buy new RAM when it was the apple installed RAM stick that was damaged (3-1/2 weeks after purchase). I thought a big, drawn out argument with the store management was next. I decided to take my MBP home and thoroughly look through my AppleCare waranty. That same day I called Apple and, to my surprise, they were really helpful and one week later I got a brand spanking new Macbook pro after sending mine back. It might not work in your case, but sometimes you just have to find someone who's willing to work with you. hope this helps.
Look, it's clearly the customer's fault here. She should have known better than to close the laptop and expect it to work when opened up again. Sheesh.
Its possible that a speck of dirt became lodged between the bezel and the screen and two months of openings and closings finally did it in. Not likely, but possible.
@bradg33: the only proof they need is the cracked screen. its cracked. period. like a window. there doesn't have to be damage to outside of the case. shes clearly not telling the whole story.
Stories like this make my blood boil. Good luck, Stephanie; I hope we get to hear how it turns out. Seems to me it might be a good idea to bring a friend with a video camera next time you go in there and inform Chris about doing your civic duty?
@Hanke: Incorrect. Assault requires actual harm, battery does not. Battery is simply the intentional, offensive touching of another. So, this would clearly be a battery. Is it worth pursuing? Probably not. Since it is simply a technical battery, the damages would be nominal and probably not even enough to cover the cost of the attorney.
SOMETHING impacted the corner of that laptop, if the photo is from the laptop in question.
If you don't have any luck with apple, try replacing the screen yourself.
[www.instructables.com]
Good luck.
@babaki: I agree that she is not telling the whole story. My opinion is it was dropped or something fell on it. But, if they claim it was "Dropped" there would be some physical damage. We only have a picture of the screen. I'd like to see a shot of the corners of the case.
The OP can probably press assault charges against the store manager. It will likely involve filing a police report and then making a trip to the courthouse to swear out a warrant. Filing the police report might also convince the manager to see the err of his ways and make good on the warranty claim.
I have to take my MacBook Pro in for a bunch of problems before the warranty runs out. My top case (around the keyboard) is pitting terribly, the display makes a buzzing sound at low brightness and the CD/DVD drive is dead. One would think a $2,000 laptop would be more reliable than a $499 junker. It ain't.
Stephanie, this sucks badly for you. But you have an uphill struggle.
- screen damage is not covered by Applecare, it sucks you were told otherwise, but that doesnt change the fact of the written AppleCare
- take great care in getting your details accurate; you case looks bad but weak and so errors can make you look like you are 'bending' facts.
- e.g. "$250 Applecare was basically a waste if money". Factually wrong. It just isnt going to help much in this case.
- 'computer that cost $1704 .. all said and done'. Be accurate, did the COMPUTER really cost $1704 ? Are you adding in Applecare/acessories/other items ?
I wish you well here and do not doubt your story, but on the face of it you are faced with a weak case (arguing over what you were told about Applecare) and you need to have all your facts strictly lined to help yourself.
@BRADG33: It depends on the jurisdiction. In some states it can be as a little as "an intent to menace."
OP: "..and nothing (such as a pen) was resting on the keyboard when I closed it...."
That "disclaimer" bothers me....
A friend of mine suffered a similar fate with his MB: accidentally placing his hand and upper body weight on it when he was getting off the floor....cracked screen...AppleCare no cover. But the store in New Hamsphire suggested to try a regional authorized service center, and at least he got it fixed at half the Apple store quote.
damage like that can occur by opening the monitor with too much pressure. The issue is the thinner those macbook gets, the more prone they are to bending/snapping at the monitor.
i literally saw my friend do this.
Sorry - but good luck.
There's some questionable legal knowledge being thrown around here.
@squikysquiken: A mall is public property for First Amendment purposes, because it is open to anyone. [en.wikipedia.org]
@Hanke: Assualt is putting someone in imminent fear of bodily harm. Battery is an unconsented harmful or offensive touching. There's no requirement of harm for a battery claim; if I don't want you touch me, you can't touch me, even if it doesn't harm me. [en.wikipedia.org]
@bradg33: In fact, most states do not even differentiate between assault and battery now.
@kantwait: Ok, the Common law tort of Battery is what I described. Madmodecule, while I wouldn't cite Wikipedia, has it as well.
@kantwait: Can you cite a source for that? Are you talking about criminal or civil?
I have a hard time believing that screen is actually "cracked" nowhere does it look like the glass is actually broken, based on the picture anyway. First thing that came to mind for me was that the cable interfacing the display to the LCD controller (no, not the graphics card, but the actual hardware that drives the LCD) is not properly connected, or has some connection issue. Anyway, without seeing the laptop in person I can't say whether the screen is broken, but I just don't get that impression from looking at the picture.
@hypnotik_jello: Oh, never mind, I missed the black liquid crystal seepage in the corner.
Yes, regardless of whether the warranty covers screen breakage, this is almost certainly caused by misuse.
Hey Stephanie - I know this is a bit of a hike, but I've found the staff at the Burlington Mall Apple Store rocks. Every time I've been there, they've been 100% helpful even when I don't meet all of the help-earning criterion.
But don't go back to Chestnut Hill. We live in Massachusetts, there's 7-8 Apple Stores in this state. Go to a different one and try again.
To repeat: The staff and Geniuses at Burlington Mall completely rock.
Not that I know if it's likely, but don't Macbooks have heat issues? Could it have been something like the computer heating up and then a cold breeze being on it from a window immediately after closing causing a drastic temperature change?
Heck, there's no telling if the machine was improperly assembled, and after a few opens and closes, the stress finally cracked the screen.
If there's no sign of outer damage, I'd check for a) heat, or b) assembly problems. If the laptop is disassembled, it could easily be ascertained whether or not it was an assembly problem or not. Running the machine for a while to see if that part of the screen heats up could be another indication that there's a problem.
In 2002, I had a Dell laptop with their CompleteCare warranty. Within a month, I had a broken screen. I had it open in one class, packed it up in a laptop bag, went to another class, and found that the screen had been cracked in the middle. I called Dell and conversation was pretty much:
"How may I help you?"
"My laptop screen is broken."
"Since you haven't had the computer for a month, we're going to send a replacement and send prepaid postage for the broken laptop."
Anyway, I mostly want to say that I've seen mysterious screen breakage, as well. It definitely requires at least some force, but they shouldn't be such fragile pieces of crap. Also, there is no way a MacBook LCD costs $755 to replace. Those panels are terrible.
This may be a little too anti-apple when I think it's pretty clear the screen is physically damaged. Computer parts don't physically damage themselves.
The manager there should be ashamed of himself for immature behavior though - he has mall security available for any such issues.
To everyone that's saying that there's no way the screen isn't physically damaged:
I've actually seen screens go bad in this manner without physical damage. The screen will be in perfect condition and for some reason lines and black spots will appear. I don't know if it's heat or what. Either way unless there is physical evidence that the screen was damaged, thus voiding the warranty, Apple should replace the screen. I've had two laptops do this at my place of employment (both Toshiba laptops), I called Toshiba and let them know the problem, and a week later I have a new screen. I'm no Toshiba fanboy, and I actually don't care for their products, but that's the way this case should work.
I would suggest calling the actual Apple Care number. The people on the phones seem to be friendlier and more competant than the people in the stores. My iBook G4 (that I'm typing this on right now) had the dreaded bad logic board that caused the screen to not work. I called Apple Care, told them the problem, and 3 days later I had my iBook back.
Oh, and the manager acted was completely unprofessional. Sounds like you got a real stooge there. I'm sure he's a real joy to work with.
@bradg33: (Continuing the hijack) I've found that Wikipedia is usually a pretty good resource for basic legal information. I wouldn't trust it for anything more important than leaving a comment on someone's blog, though.
I can't really think of a reason not to try the executive email carpet bomb but it's probably not going to do any good. At the end of the day the screen is cracked and that doesn't "just happen." It's glass. Put a glass of water on the counter and leave the room. If you come back and there is glass and water all over your counter, something happened. I would say your glimmer of hope is in the nature of the assistant manager. But if you were upset, loud, or in anyway disruptive, Apple will likely stand behind their man and tell you to stop breaking your computer and disrupting their stores.
What is it with consumers and warranties? HOW HARD is it to know what kind of coverage you are buying? Maybe it's me, but after spending $250 on a warranty for a laptop I would know what it covers (especially since you get a brochure telling you). Don't blame Apple because it broke because you either A.) Lied B.) Were careless C.) Let someone else touch it and it happened.