Our intern Alex’s lemony MacBook Pro finally went out with a spectacular graphical display of what it looks like when a robot’s brain dissolves. Fortunately, Apple made good on the promise they gave him last month when he asked about their replacement policy, and a new replacement MacBook Pro is on its way to him. They’re also refunding a portion of his AppleCare. Is this just typical Apple follow-through or above and beyond treatment because Alex’s story was posted on Consumerist?
repairs
Staples Rebuts "Charge Senior Citizen $390 For Basic Computer Repair" Post
By 3.5.08
Staples saw our recent post, “Staples Tries To Charge Senior Citizen $390 For Basic Computer Repair,” and Bob MacDonald, Staples VP of Technology Services, sent in the following rebuttal:
On behalf of Staples, and our entire team of EasyTechs, I wanted to respond to the recent post regarding an allegation that we attempted to charge a senior citizen for unnecessary computer repairs. We have spoken to those involved in this episode, including the store manager and the technician. (We were unable to contact the author of the post due to missing contact information, and our calls to the customer have not been returned.) The facts are these:
Lutron Brightens Up Your Day With Good Customer Service
By 3.2.08
Peter noticed that several of the 25 Lutron Maestro dimmers he installed three years ago while renovating his 120 year-old home had started to fail. The dimmers were expensive, $30 a pop, so Peter sent them back to Lutron expecting some sort of response. Soon after, one of Lutron’s product managers called with a seemingly innocuous question…
Best Buy Overlaps Their Product Service Plans With Manufacturer's Warranty
By 2.22.08
Wiliam writes in to point out something he noticed in the fine print of Best Buy’s Product Service Plan: it begins as soon as you purchase the item, and doesn’t cover anything covered by the manufacturer’s warranty.
Apple's Semi-Official Computer Replacement Policy
By 2.12.08
Yesterday we noted that our intern Alex Chasick was told by an Apple Genius that Apple will not automatically replace a defective laptop after the third hardware failure. Alex followed our advice and called Apple’s Executive Customer Service line for some official answers. Here’s what he found out.
Woman Sues Best Buy For $54 Million Over Lost Laptop
By 2.12.08
Raelyn Campbell is suing Best Buy for $54 million for losing her laptop and lying to her for months about it. She bought a laptop from Best Buy with an extended warranty, it broke, she sent it in for repairs, months later she didn’t have her laptop and after getting the runaround the store finally said it had lost her laptop and offered her a $900 gift card. She paid over $1,100 for the laptop, she paid for software on it, and it had irreplaceable photos, music, and personal information, including her tax returns. She freely admits she chose the high figure to attract media attention. She tells the Red Tape Chronicles “I can’t help but wonder how many other people have had their computer stolen (or) lost by Best Buy and then been bullied into accepting lowball compensation offers for replacement expenses and no compensation for identity theft protection expenses.” She also has a blog.
By 2.11.08
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What’s Apple’s replacement policy for hardware failure? Our intern is having ongoing problems with his MacBook, and thought that after three large hardware failures in a row, Apple replaced the laptop—but “some dude at the genius bar just told me that was absolutely not true.” Does anyone know the official Apple party line on this issue?
Computer Techs Caught Overcharging, Lying, And Snooping Through Your Personal Files
By 2.1.08
KNBC did an undercover investigation into tech repair services and found that, yep, they routinely overcharge customers, charge for services not rendered, make shit up, and look through your personal videos and pictures. They tested Circuit City, Fry’s, some local repair places, and Best Buy. Surprisingly enough, Best Buy is the only place that correctly diagnosed the problem and didn’t peek through their pictures (Probably because bossman Robert Stephens had vowed to fry peepers with the giant laser he has hidden on top of the Geek Squad HQ if any more techs got caught).
I Have 6 Kids And, For The Fourth Time, A Broken Fridge. Thanks, Best Buy.
By 2.1.08
Reader and Flickr Pool member Steve has 6 kids and no fridge thanks to Best Buy. He’s currently waiting around the house for his 4th repair guy in 8 months.
Best Buy Switches Laptop Cover, Then Accuses Customer Of Fraud
By 2.1.08
Jed’s Gateway MX6030 laptop worked pretty well for a couple of years, then the problems started—faulty power adapter, kaput motherboard, dead hard drive. Luckily, he’d bought a 3-year extended service plan. Unluckily, when his motherboard was replaced, the bottom of the laptop—where the serial and model numbers are located—was swapped out with one from a different model, so that when he brought it back for the hard drive repair, the store manager accused him of fraud.
Apple Store Manager Calls Autistic Guy A "Freak"
By 1.31.08
Joshua’s MacBook was splitting along one side—you could push it back together, but after a few minutes it would start to separate again. When Joshua, who has Asperger syndrome, tried to get it repaired at his local Apple Store, he ran into all sorts of problems. First there was a two-hour wait to see an expert, then an assistant manager walked up and said, “I’ve seen you in here a lot with that laptop, what’s wrong?” Joshua explained, and pointed out that he had a meeting to attend that evening and needed his laptop to take notes, so he was hoping to have it looked at in person.
“I’m sorry if I seem on edge or anything, I just…. I’m born with this”… The assistant manager then says “It’s okay. It’s the Monday before a full moon. There will be plenty more freaks like you before close“. And tells me to calm down.
Man Haggles With Dell Over Failed Laptop For 3 Years
By 1.29.08
Ethan writes:
I purchased a laptop through my company in 2005. The laptop I bought was the Dell XPS (Gen2). I had several issues with the DVD burner right off the bat. Within months Dell was replacing my 6800 Ultra laptop video board due to video artifacts. This happened again and more parts were replaced. In Late 2006 Dell swapped my Gen2 system for a M1710. In my book, both the customer service and the quality hit the fan. They sent me a laptop with less memory and poor video.
Best Buy Charges Woman $35 For Free Repairs
By 1.28.08
Did you know that if you request a repair under warranty for an appliance you bought at Best Buy, and the repair isn’t made, then Best Buy will charge you a fee?
Xbox 360 Breaks Down 5 Times In A Row, But Microsoft Refuses To Replace It
By 1.22.08
Greg writes in to tell us that on January 2nd, his Xbox 360 unit broke down for the fifth time—it lasted eleven days this time, setting a new record for Shortest Period of Functionality. In the past year, it’s been out of commission for over 12 weeks total. He’s now asking for a new or refurbished unit, or else a refund, but Microsoft is determined to keep him in an extended warranty repair cycle indefinitely and won’t negotiate. Surely by this point it’s just cheaper to replace the defective unit, isn’t it?
EZ Lube Settles Massive Fraud Charges
By 1.3.08
EZ Lube of California has to install cameras in all its 75 locations and is forbidden from doing anything more than lube and oil and filter changes. It’s part of a $5 million settlement brought by the DA’s office after numerous consumers alleged that repairs and services were billed but never completed and following up on an undercover investigation by KNBC’s Joel Grover. The cameras are there so that customers will have a video record in case of future disputes. The chain also agreed to stop selling unnecessary services, as well as eliminate a policy requiring workers to sell certain amount of “services.” Most importantly, EZ Lube established a restitution fund requiring it to investigate every complaint and pay back anyone who was ripped off. Customers who think they’re owed a refund can call the Orange County district attorney’s hotline at 714-648-3637.
