Brandon writes:

I'll try to keep it short. Last month I went to my local Apple Store to get some cracks on my Macbook casing fixed and the LCD checked out because of the huge amounts of stuck pixels on it. They agreed to send it out for repairs, at no cost to me (I have Apple Care).

It came back half repaired, the cracks were fixed, however, someone WROTE ARROWS WITH A PEN on my LCD. They sent it back to replace the LCD, that was last month on the 7th. Since then Apple has no idea where my Macbook is, they keep basically telling me it's in two places at once or they give me the run around and say "just a few more days". I don't know what to do anymore, I've lost around $400 due to me not being able to work, without my Macbook I can't work. So now I'm writing you, asking for help, if you can spare it. If you have any advice it would be greatly appreciated.

We suggested that Brandon send an email to Steve Jobs. He agreed, and we waited. A few days later we received this:

The email worked! Got a call from my local Apple Store yesterday morning, told me to come pick up a brand new Macbook, so I did!

Hooray! For more information about launching your own EECB, click here.

(Photo: C. Barr )

The machine in question (which is not pictured here because Steve sent it to Apple to be repaired) likes to shoot off sparks that land on his copy of the New York Times. The NYT is not only the paper of record, but it also functions rather effectively as tinder.

Steve would like his Macbook replaced, Apple. He's written to Steve Jobs and dealt with Apple's executive customer service people and is still being denied a replacement. He does not want another (this will be the 4th) repair. He wants a new Macbook that does not double as an infernal device.

Here's Steve's letter:

Dear Mr. Jobs,

I hate to write you about this as opposed to going through the normal channels of communication w/ costumer service but my Macbook laptop has been in for repair 3 times and has had the battery replaced once and the power cable replaced once after sparking violently and singing my desk.

Now it's happened again! I was going to plug in the power adapter to the computer and it sparked violently at the connection and toasted the newspaper next to my laptop!

On top of this my screen is still not quite right (I've had it replaced 2x due to a yellowish hue of the screen) - I work in graphics & color correction and this is a big issue for me! (Yes I've calibrated it several times - the issue seems to be with the hardware). I'm not sure if macbook screens are just yellow by design or what, but the person who sold me the laptop a year and a half ago said the screen would be perfect for my work, and so far it's been anything but.

I have apple care, so it hasn't been too expensive getting the work done, but it has cost me a LOT in time and due to the fact that it's nearly set my room on fire twice now, I'm really at the end of my rope. I want to file the highest kind of appeal at this point! It seems every time I appeal the service department on the phone they tell me to just wait it out for the new parts - and every time I take the laptop into the store to have them check out the screen discoloration they say there's nothing wrong with it, even if I A/B the screen next to one that looks pristine.

Please know, I am a big fan of your operating system and software - and I was under the impression that your hardware was top notch, but the pro-dell notebook I had before I bought my mac only ever had one issue, and as soon as there was a hardware problem they issued me an entirely new notebook that was a gigantic upgrade in return for my patience and inconvenience at work (they upgraded my single to dual core and added an amazing graphics card, which I never imagined a computer company would do for someone).

Consider my case. My name is Steve [redacted]and my macbook's serial number is [redacted]. If you could help me out here I would be very grateful. I want to write an article for the tech blog I occasionally write for, documenting my experience with the laptop over the last year and a half and the subsequent dealings w/ tech support/replacements/etc - I think this would be a really great chance for you to help a poor mac user out and let there be a happy ending to his story.

Best,
Steve

Hi Alex -

The problem is still in flux. I've been speaking with Dina @ Apple Executive relations regarding the issue. They sent me to the apple store yesterday who stayed open late to repair my laptop because I had expressed that time was a big factor - this was really awesome of them, and the guy who helped me out (Derek, at the 14th St. Apple Store in NYC) was really helpful.

BUT! Alas, my problems just got worse. I got the computer back to my house and plugged it in to my external HD which I run the Apple backup program Time Machine on. It wasn't until it began backing up my system that I realized that the repair to my laptop had totally hosed my OS. The HD is gone from the finder, my DVD drive no longer works consistently (perhaps a side effect of the original shock), and now my backed up HD image has been totally corrupted since I (stupidly) allowed it to do a nightly backup before testing out the machine.

Dina called me back, and I explained what happened and she put me in touch with a specialist who was also very courteous and helpful but also ruled that the issue (at least with the DVD drive) was hardware based, not a result of the software I have on the machine. Dina was gone for the day, but I feel like at this point, after I was mis-led on the quality of the macbook display LCD, the 2 fires it nearly started, the DVD issue, and now the hosing of my essential files, I shouldn't have to go back in to the store and wait for yet another repair. I don't trust the process! It will have been my 5th time in for a repair on this 1.5 year old machine!

My reasoning is, I was mis-sold on the quality of the glossy macbook screen, which the salesman assured me was of adequate quality to do basic color correction work in graphics - it turns out, it's far from that. I can live with being a sucker to some degree, but now that the computer has put me and my home in danger twice, and still isn't working after all of these repairs; I either want my money back or a Macbook Pro with a matte screen which is actually acceptable for the work I intended the computer for in the first place. If that's asking too much I would settle for a refund for the computer and the apple care and apple software I bought for the computer since it's been a giant loss now that I have no computer and my files have been corrupted as far as I can tell.

Let me know if you think this is a reasonable request - I feel like after a computer nearly lights your house on fire you should be considered a special case and I honestly kind of feel like regardless of dealing with the executive level of support at Apple, I'm still jumping through the normal front-line tech support hoops.

Best,
Steve

I asked for a refund and was denied. I also mentioned how much personal and business data I lost - the plea fell on deaf ears.

I mentioned I heard apple had the best support, she was unmoved even by stories of others getting replacement computers from apple for less severe issues than this one.

I think my plan is this: Im going to try and cut my losses, get the computer repaired at the shop as many times as it takes to get it back in pristine condition and then put it up on eBay. I can't possibly make back what I lost but I can get this white beacon of despair out of my life and move on to a company who gives a crap about their customers.

Here is a picture of the scorch & melted paint on the desk and the toasted newspaper I had next to the DC in & one photo showing how they were aligned on the desk when it happened. I wish the desk wasn't painted black either, it would make the burn easier to pick out but you should be able to see it without any trouble.

I'm sure if I wasn't sitting there when the spark occurred to extinguish the newspaper the house may well have gone up.

Steve

AppleCare [L.A. Computer Company]
PREVIOUSLY: Canadians Wonder Why They Have To Pay More For AppleCare

Zachariah, a Canadian, asks:

My Apple iMac is nearing its 1 year anniversary and I am considering getting the Apple Care Protection plan which will give me another 2 years of warranty coverage.

I just got off the phone to someone in Agreement Administration who could not tell me why the price of the Plan here in Canada is $199 but in the US it is $169. The Canadian and US dollars are basically on par with each other. The protection plan is not a product but a service. The rep I talked to told me that he too wondered why there was such a huge price differential as well but said that reps don't get explanations.

I did some spot checking on pricing differences between different Apple products here and in the US. The prices seem to differ between 8 and 10% but the service agreement is 15%.

I was wondering if you guys could find a rationale for this? Something about this just rubs me the wrong way.

Thanks,
Zachariah

If there are any Canadians out there who know why they are charged more for AppleCare, or the best way to avoid being charged extra for AppleCare, please do let us know.

(Photo:bribriTO)

Our reader was really happy and so were we. Sadly, it turns out that Apple has stopped repairing these defective computers—even if you write Steve Jobs. Reader Mark has the same problem as our previous reader, but was told by Apple Executive Customer Support that they would not fix his defective computer because: "It was covered, but now is not covered, because at some point, the consumer has to take at least some responsibility."

We were under the impression that Apple was repairing these defective computers because people were resorting to lighting them on fire to fix them. Yes, really.

Mark writes:

Hello! My name is Mark, and I've been an avid Consumerist reader for quite some time. It's helped me through many a customer service crisis. Now I'm kinda hoping you guys might be able to help me pull one off.

Basically, my story is the same as this guy. Same exact model G3. Everything. I called/emailed Steve Jobs and Executive Customer Service and got my call back today. Hoping to hear angels singing as they made all my problems go away, I was shot down. "No," they said. "It was covered, but now is not covered, because at some point, the consumer has to take at least some responsibility." "I'm not seeing any previous related issues with this serial, so I can't help you." I attempted to explain to him that's because it you know, worked, before. But to no avail. He did give me his direct contact info so I could call him back.

So now I'm at a bit of a brick wall. I have his contact info, but I'm not sure what else. I think I have a case of the Jerk Rep on this one, but It's not as easy as hanging up and calling again at this point, ya know. I mentioned the consumerist story, that I was having the exact same issue, but he said there is no way he can verify that or that that machine hadn't had another issue.

Extension Request: Logic Board Malfunction on iBook G3

Dear Mr. Jobs,

Hello! My name is Mark [redacted] and my wife and I have been proud owners of an iBook G3 for some years now. One of our favorite things to do is check blogs in bed, her on her little G3, and I on my computer. Last night, though, was a different story. I came home late from my job at 11pm like usual, hugged my wife, sat down to talk about our day, you know, the usual. That's when she opened up her Mac and noticed the strange lines and flickering occurring on-screen. We tried rebooting, to no avail. We did if however that if you tap on the left side of the case, it would make the blank screen go away and show the lines again. This to me screamed video card issue, or something like it.

So today (Sept 19, 2007) I had my wife go to the Apple Store at Rockingham Mall in Salem, NH and have a Genius take a look. Said Genius told her that it was a bad logic board, and that it would be 600 dollars to replace it. Now, we're newly married, and 600 dollars is more than both our cars cost, and is also nearly one months rent. So she said we couldn't and we both thought that was the end.

But while on lunch break at work, I did a little research. Apparently, there was a big iBook G3 recall/program a few years a back ( http://www.apple.com/support/ibook/faq/ ). Sure enough, my serial (UV3228GXPS1) fell in the range of affected machines. I gave Apple Customer Service a call, having heard only good things. The first time I was told to call back with a serial number and I would be helped. The second time I was told that there was nothing Apple could do for me. I didn't have Apple Care, so I didn't really matter. Keep in mind none of these reps even told me about the existence, past or present, of any "program." It wasn't until my 3rd try that I found out about that little tidbit of information. A fourth call later on, newly armed with details of the logic board replacement progam, didn't help a lot more. I was told by the CSR that I needed to find an Authorizes Apple Service Center, not an Apple Store, and have them do it. Which is not free, and thusly not really an option.Finally, I found a glimmer of hope in a story I found where someone had the same issue I did, and had it resolved, via this e-mail address ( http://consumerist.com/consumer/apple/apple-executive-customer-support-fills-you-with-joy-273709.php). I can only hope this will do the same for me. My event ID for what I assume is for all of those calls is [redacted].

What I would like you to help with is simple. I'd like to be able to get my logic board replaced, free of charge. It's an existing hardware issue that is widely known of and not something I caused, and paying 600 dollars is just too much. I know that the "program" just ended, but it would seem that that deadline has been waived for many others. If you could do the same for me, I would be very grateful.

PREVIOUSLY: Dude Fixes His iBook By Lighting it On Fire
Apple Executive Customer Support Fills You With Joy
(Photo:Amy Adoyzie)

He writes:

I went to the apple store today because a large portion of the touchscreen on my phone decided to stop working in the middle of writing an email. As a backstory, this is my second iphone. My first iphone had bad RAM or something and was replaced in 1 week after it would repeatedly freeze up and require a software restore.

The Apple "Genius" confirmed that it was a hardware issue, but that it would have to fixed at a depot which would take a few days. he then offered me two options: 1_ take the SIM card home and put it in another phone 2_ pay $30 plus a $500 deposit to rent an iphone while mine is being repaired.

I just sat there for a moment, then quietly replied "You're fucking kidding me." I told him that I flat-out refused to pay for their faulty hardware, and that I paid $500 for a phone that was expected to work for a year , not be fixed or replaced every few weeks. I wasn't getting a battery replaced, I wasn't dealing with user damage, I was dealing with faulty hardware which he had just confirmed.

I asked him to get the manager to waive the loaner fee. He refused as well.

So I immediately called Apple Care (in the apple store) , escalated it up a level, and went over four points:
1_ This is a hardware problem that is emblematic of poor quality control . This is the second defective phone I've been given. And I'm still way within the first 90 days of purchase !
2_ Apple did not announce a defect policy that customers would have to wait several days or pay $30 for a loaner until after I had purchased the phone. there's no way in hell I'd have bought an Iphone if i knew that I'd have to rent one for $30 whenever an issue comes up.
3_ There are multiple class action suits against Apple concerning this issue, and apple tends to lose class actions.

With that in mind, the Apple Care agent finally agreed that it was only fair that they waive the loaner fee and try to keep me as a customer. They made a note in the file to waive the fee, and then I went back to the Genius Bar to get it swapped out.

People can say how bad AT&T is non-stop, but since switching to the iPhone from Sprint I've only averaged 2 dropped calls a week. I don't think I've ever had a conversation on Sprint that didn't drop out.

On the other hand, the Apple customer service has been nothing but awful. The phones have an obscenely high defect rate— just go to an apple store count at how many exchanges they do in a 30 minute period. These aren't phones that are cracked or broken - they're ones where the hardware is just screwed up and makes the phone half- work and be unstable. Some friends in SF said that so many people bring defective iphones to the apple store there, that they don't even bother trying to charge people for a loaner.

I couldn't find anything in the consumerist covering this yet. I think people should remember that if you can't resolve something to your satisfaction in the Apple Store, you can turn to Apple Care, and eventually Apple Corporate.

Jonathan

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

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

(Photo: earth2kim)

The center pin from her power brick BROKE OFF in the computer. Now, Apple's infamous for power-cords that fray and break, but this is a totally new failure in my 18 years as a sysadmin. NEVER have I seen the pin of a power adapter break off in its computer.

She took it to an Apple store in the metro DC area (I'm not sure where. She's living down there for school right now, while I'm home in Boston) and it seems they told her - 3 times: the local Genius, the Genius' manager, and the regional service supervisor - that since they've never seen anything like this before (which isn't surprising), they're not going to cover it and instead she needs to pay them $300 for a new power board and for a new adapter.

In the mean time, she's SOL.

JB writes:

Sadly, this report will be short on details for 2 reasons, which will become apparent as we go.

I've been a fan of Apple's since the late 70's, when I 1st got an Apple ][+. Over the years, I've owned exactly 4 brand-new computers (as opposed to various used/trash-picked boxes, or the ones work has given me.) 3 of them have been from Apple (The above mentioned A][+, a Mac Plus, and my current Mac Book Pro, and 1 was an Apple ][ clone (a Basis 128!).

Sadly, they're REALLY getting on my nerves when it comes to my wife's iBook.

She has not had good luck with Apple's hardware over the years, and her current machine has been, while better than her previous one, still problematic - 2-3 new hard drives, a board or 2, and a couple of keyboards, at least. Apple has, mostly, dealt with reasonably good grace, but have been difficult from time to time, and we all know how the dumbing of the Genius Bar has gone.

The latest problem is a cake-taker, though. The center pin from her power brick BROKE OFF in the computer. Now, Apple's infamous for power-cords that fray and break, but this is a totally new failure in my 18 years as a sysadmin. NEVER have I seen the pin of a power adapter break off in its computer.

She took it to an Apple store in the metro DC area (I'm not sure where. She's living down there for school right now, while I'm home in Boston) and it seems they told her - 3 times: the local Genius, the Genius' manager, and the regional service supervisor - that since they've never seen anything like this before (which isn't surprising), they're not going to cover it and instead she needs to pay them $300 for a new power board and for a new adapter.

In the mean time, she's SOL. She has no computer. She has no school notes. She has none of the records of her previous discussions and issues with Apple about this and past machines. (Yes. I know. I'm a sysadmin. Where are her backups? The Cobbler's Barefoot Children syndrome strikes again.)

I've suggested that she try to borrow a battery from said store and use Firewire Target Disk mode to get files off, and I'll be forwarding her the exec CC contact info in http://www.consumerist.com/consumer/executive-customer-service/get-applecare-executive-customer-service-2 10715.php but really, this is, in my EVER so humble opinion, a joke! Just because the failure isn't common, if it isn't obviously (or even likely) a case of malfeasance on the part of the warranted (which I'd think would be obvious. The power adapter's shield would have to be mangled if my wife, for some weird reason, had broken the pin off herself.) then it should be covered, or at LEAST much more carefully investigated before being rejected.

I'm... miffed.

Thanks for listening,
JB

(Photo: CB Photography)

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.

I asked if I can buy a new hard drive, in order to get the old drive back: "No."

I asked if I can buy a new hard drive on a new job ticket and then
have them install it: "No."

I asked if there was any way to get my warranty part and my data back: "No."

I can choose one or the other, but not both.

So, it turns out, Apple will hold your hard drive hostage at an Apple Store, not because of cost or stock management, but simply because they do. I did not mail my laptop to a service center, I took it to a store and am going to pick it up. There is, functionally, no difference for Apple if I get my warranty drive and take my old hard drive *full of my personal data* or not. In fact, I save them the trouble of disposing of it. They simply refuse to allow it. From what I hear this is standard industry practice.

Chris writes:

Hello Consumerist,

I've got a little tale of woe concerning Apple, AppleCare, and my laptop's data that will likely scare some of your readers in more than a few ways.

Yesterday, our dependable little PowerBook started making the dreadful clicking whirr of a dying hard drive. I took it into the Apple store in the mall today and they quickly diagnosed the problem. And better yet, it's still covered under my extended AppleCare plan, so I get a free replacement drive. Great news, right? But I still have a drive of lost data. A successful data recovery attempt by Apple is $53. No biggie, my 2 weeks of un-backed-up data is worth more than that to me, for a variety of reasons. And if it fails, no charge.

Well, the recovery did not work, and a full-on data recovery (the kind that involves a clean room, etc.) is typically $1500+. So, then I tell them that I want my old drive back and I'll pick it all up when it's ready. After all, I can just get the new drive and try to recover my old data on my own, or at least ensure that it won't get into the wrong hands by wiping or destroying it. WRONG.

Apple is, as the service person told me on the phone, "not responsible for your data". I've always known this, and I back up my data before taking my laptop and/or iPod in for servicing. Unfortunately, that somehow encompasses the *physical medium* in this case as well. Apple's policy, I was told, in the event of a warranty replacement, is to not allow you to have more than one hard drive. You either take the new one or leave it. I was livid (I paid for it, why can't I have it back!?). But I controlled myself, since this guy's just doing his job and can't change policy.

I asked if I can buy a new hard drive, in order to get the old drive back: "No."

I asked if I can buy a new hard drive on a new job ticket and then have them install it: "No."

I asked if there was any way to get my warranty part and my data back: "No."

I can choose one or the other, but not both. So, it turns out, Apple will hold your hard drive hostage at an Apple Store, not because of cost or stock management, but simply because they do. I did not mail my laptop to a service center, I took it to a store and am going to pick it up. There is, functionally, no difference for Apple if I get my warranty drive and take my old hard drive *full of my personal data* or not. In fact, I save them the trouble of disposing of it. They simply refuse to allow it. From what I hear this is standard industry practice. From their perspective, it's simply a part with no value...but you can't have it anyway.

At this point, I just wanted a resolution that didn't involve my data floating around in the back of a store full of people I don't know. I'm sorry, Apple, I paid for the old drive and I paid for the warranty, but there's no way on earth I'm just letting that drive float free. Well, after a call to a good IT friend and a second call to the store by my wife, we determined that they can put a hold on the job. We can wipe the old drive ourselves, bring it back, and get the new one installed into the laptop in exchange for the now-even-more-worthless worthless part. The service rep said that this is what people end up doing in this situation.

Lessons learned:
1) Back up your data at least once a week.
2) Apple doesn't care about your data. But they care enough to keep it from you.
3) If you can't wipe a dead drive, you have to trust Apple.
4) It's good to have a friends in the IT biz so you don't have to.

I (still) appreciate Apple's hardware and software design, their employees, their stores, their general philosophy, and up until now, I appreciated their service. But this policy really stinks. Buyer beware. I hope my experience helps other people avoid the surprise of this policy.

Keep up the good work,

-Chris

You heard Chris, if your hard drive can't be recovered, be prepared to put a hold on your repair so that you can erase the disk yourself. Unless you trust the Apple Store with it. Do you? —MEGHANN MARCO

(Photo: dlayphoto)

So i was wondering if anyone has run into the same apple care protection plan problem I did. Recently, I've been receiving certificates for items I didn't even purchase, and just today, I received 27 of them in the mail. I called up Apple and they also thought it was pretty interesting. They said they're going to look into it, so it's now a matter of waiting.

More envelopes, inside

Here's how to obtain the highest levels of Apple Executive Customer Service. These people are empowered to perform magic, like replacing your machine or free out-of-warranty repairs.

Use but do not abuse this knowledge, please.

1) Call Apple Corporate: 408-996-1010
2) Ask the operator for Gene (like denim) Teluse, VP of Customer Care. She is Apple's highest ranking customer service agent, and she reports directly to Steve Jobs.
3) Leave a nice message, include any Apple Case/Repair numbers you might have, or your machine's serial number, and a callback number.
4) Wait ~24 business hours for one of Ms. Teluse's minions to call.
5) Calmly explain your story, and what you want Apple to do.

Tipster Thirdgen adds that in general, Apple will not replace a machine unless it has been unsuccessfully fixed 3 or more times for the same issue, or several major repairs (i.e. a logic board, a screen, a top case as separate repairs).

These guys (and gals) are CR super-ninjas, so threats, yelling, cursing, and generally rude behavior has no effect on them.

Outside of the gaggle of shiny faced cretins obsequiously smirking behind the Genius Bar, we love Apple. But do we love them enough to be reassured when they respond to a complaint by leaning back in their chair and sigh "Trust me?" Yeah, uh.... no.

Justin P. has an old Powerbook, which he purchased in 2003 along with a 3-year Applecare Warranty. Apple has no record of this, despite repairing this laptop under the same warranty.

Now Justin's got another hiccup in his system that needs to be repaired. Unfortunately, as far as Apple's concerned, he never bought a warranty. He's only got a few days left before the warranty expires. A CSR has promised him that he'll "look into it" and get back to Justin. "Trust me," he soothes.

Justin wants to know if he should trust Apple at their word, or if he needs to escalate the issue. 'No' to the former, 'hell yes!' to the latter. You just don't sit waiting by the phone when you've only got a day left to get a warranty issue resolved.

Justin's email, after the jump.

So I bought a G4 Powerbook on September 20th, 2003, and purchashed the 3-year Applecare warranty with it. I made a call into Apple about a year and a half ago with a RAM issue, phone support walked me through it. They clearly had record of my Applecare agreement. I was having the bright white spot issue with my display that seems to have been well known to everyone else (I honestly didn't look it up, thought I may have done something) and was pointed out to me at the end of last week as being a commonly known and warranty covered problem.

I call up Applecare on Saturday, with 4 days remaining on my coverage, and they tell me they have no record of my ever having purchased Applecare. They have no record of my call a year and a half earlier either. I get my receipt, give them the info off the paperwork, and they come back saying it must have been an internal error that it wasn't applied. Still no comment on why my previous call didn't exist in their records, but ok. They tell me it will take 24 hours to be active in their system, call back in a day or two and they'll set up the return process.

I check the website on Sunday, enter my serial number, it still doesn't show my computer as being covered. I figured it might just be a weekend thing, so I waited til Monday to try again...still no dice. I call up last night, get a VERY rude guy who tells me that I would only have a few days left on my coverage anyway, do I still want to try to do something about this? I told him yes, especially since it was an Apple mistake that didn't auto-enroll me when I purchased both at an apple store.

He proceeds to tell me that it will take up to a week to have the Applecare agreement tied to my computer, and that I will have to call back in a week or so (my 3-year Applecare agreement expires at end of day today) to get it taken care of. He says that since a ticket has been opened before the Applecare would have expired I'll be fine, but that he can't send me an email or fax verifying that. I just need to "trust him" and call back in a week.

I've seen some rough stories about Applecare, and I don't want to get run around for a few days til the warranty is up and "whoops! sorry for you" gets said to me.

Does this sound legit to you guys? Or do I need to worry/call someone higher up?

I ordered an iBook G4 on January 27th, 2005 - since then I've shipped it back four times now for various 'fixes.' I'm willing to admit that laptops have a higher fail-rate then desktops, which is why I'm willing to look past the first two times I had to go to an Apple store to have it sent out - once for the crashed hard drive and logic board in february, and three days after I got it back to get the logic board replaced again. I think, at least, everytime I got it back it seems they just kept replacing everything.

The irony is, I used their "Hardware Test" CD to test it, and that made it crash. The CD was in it when I dropped it off at Apple in February. Here we are a year later and the replacement CD they said they ordered for me has not arrived (as of December 19th, the same guy I spoke to - Kevin - who ordered me a replacement back in February said 'they take a long time to get sent.' Seeing how I'm almost at the year mark, I'd definitely say he's right).

After the second time I got it back, I was without my bluetooth module I had originally had installed (I only noticed thanks to my craptacular Cingular wireless phone (on it's fourth incarnation from being replaced) that had bluetooth and could sync to the iBook. It's internal and I'm not that familiar with tearing apart laptops as I am desktops, so back to the Apple store, whose excuse is that it's the 'idiots they use down in Texas to fix the laptops.' Naturally, once again, it got sent to have the bluetooth reinstalled.

It'd be nice to say all was well, but after I get my laptop back again, I find out I no longer have the super-drive installed. No DVD burning for me, but at least I can watch them. I figured after the ineptitude of the Apple store I'd give their phone customer support a try. They were quick to point out that I'm not eligible for phone support, and after a little arguing they finally agreed to send me a box to get it sent in to get the super drive put back in, with the usual 5-7 business days it would take to get the box. Three weeks passed and I called again, and they had no record of sending me a box, so I go through it again, and I'm told the same thing, and I get an email stating I was being shipped a box. Great! Three more weeks, still no box. I went through this a third time before I went back to the Apple store, asking for my hardware CD (and told - they take a while to be sent, and they put in another order for one for me, how nice, seeing how they never gave me the first one) and dropping of my iBook to be sent out for repairs. Seeing how it was before Christmas, I expected to not see my iBook for a week or more - to my surpride it was back to me Thursday - four days from dropping it off.

This time, I got instructions from a more helpful "Apple Genius" (what an oxymoron) on how to contact Customer Relations.
I got to Customer Relations and spoke to Juan, who noticed an iPod shuffle I owned and offered me a Nano for my troubles. Then $100 off an iPod video. Followed by $50 off the Apple store.

If they really wanted to keep me as a customer? They should've offered me an extension on the over-priced Applecare plan. It's the only reason I kept the iBook as long as I did, seeing how it was in for repairs for about a month in time all together.

I loved it at first, but all the hassle and bullshit from them lead me to purchase a PC again. At least I can fix my own problems with it.