Submission + - Apple refuses to fix Macbook Pro
notquiteleet writes: "I was called on the 21st of May by Apple to come pick up my Macbook Pro after having it repaired.
Why was it repaired? Here is the short back story.
I had a cracked LCD screen a few months ago. I paid nearly 1400 bucks to have it fixed and repaired (which included the top and bottom assembly). A month after I got it back I noticed that the display would not latch properly, not without my forcing it shut. I also noticed separation between the plastic lining and the metal assembly on the top and bottom of the chassis. This was also noticed on the display. At the time I needed it for school and for work setting up a few websites, making money etc. Semester was over, caught a break in work and met the tech at the Genius bar to address the issues on the weekend of the 12th of May. Genius tech agreed it was flawed, sent it to Apple Care to be fixed at no cost to me.
Went to pick up the laptop the first time on or around the 17th of May. I refused to accept the repair because there was still a large bulge between the lining and bottom assembly from the audio port to the back of the laptop. I could easily get my thumbnail in it. It was still present on the other side of the laptop but less prevalent. The display was never replaced so the condition on it still existed. The genius tech said he sees a lot of laptops come in with this "condition" and it seems to be typical. He said he couldn't guarantee anything, but he would send it back to Apple Care. He also said they may send it back without touching it.
Well here we are on the 22nd of May and this time its MUCH worse. Though I was optimistic, I still couldn't accept the repair. The top and bottom assemblies looked great, no issue there.
My issue was now the display itself. It has what I would say is a horrendous U bend when closed and latched.
Please let me know if I'm being a little over sensitive, here are the pics (click for 6 MP version):
Go to the host site to see the pictures.
http://notquiteleet.com/2007/05/23/apple-refuses-t o-fix-macbook-pro/
I was helped by Khalil Smith, the General Manager of the Apple Store at Crabtree Valley Mall in Raleigh, NC. I told him that I was not comfortable accepting the laptop in this condition.
I told him the assemblies and plastic lining looks great but I was concerned about the bend in the display. I asked him to send it back to Apple Care.
He said, "I will not authorize any more work on this laptop"!
I asked again that he send it back to Apple Care since I did not feel confident in the integrity of the display due to the large bend.
He replied that, "The repair falls within our specs."
I asked to see the specs.
He said, "They are confidential".
I almost lost it at this point. He then said if I refuse to pick the laptop up, they would follow their abandonment procedure where I would be called at a regular interval for 60 days. I picked up the work authorization paper work and said that I would like this as a record of the repair on it. He forcefully snatched it out of my hand and said "that is only if you pick it up". I asked him to make a copy of it, twice if not three times, before he went to the back and did it. He didn't copy the itemized repair page that showed exactly what was repaired.
So if you could let me know if I'm just being a little too sensitive about this Id appreciate it. They know perfectly well how much we spend on these machines, and at that price we deserve to have it looking and functioning perfectly, especially right out of a repair depot.
I worked for the Apple Store at Southpoint Mall in Durham, NC. for about 10 months (approximation) or so when I was in College, this being about 2 years ago. I left when I was offered and internship at a Fortune 100 company where I currently work now as full time Engineer.
Given the experiences Ive been through the past 2 weeks I'd like to thank Apple for disowning one of its "own".
Not only do I feel discriminated against, I am thoroughly disgusted, and deeply offended by the way Khalil Smith, a General Manager handled the situation. I have no confidence in the Management of the store to do what's right. My trust in Apple has been violated. My enthusiasm as an advocate of Apple and its products is substantially degraded. I also have little faith now in the Depot, nor any repair entity of Apple to fix this machine properly.
After all, the more time I have to wait for the Macbook Pro to get fixed the more money I lose. That isn't good.
Apple Inc, Digg, Slashdot, Consumerist, Reddit, will someone please help me?"
Why was it repaired? Here is the short back story.
I had a cracked LCD screen a few months ago. I paid nearly 1400 bucks to have it fixed and repaired (which included the top and bottom assembly). A month after I got it back I noticed that the display would not latch properly, not without my forcing it shut. I also noticed separation between the plastic lining and the metal assembly on the top and bottom of the chassis. This was also noticed on the display. At the time I needed it for school and for work setting up a few websites, making money etc. Semester was over, caught a break in work and met the tech at the Genius bar to address the issues on the weekend of the 12th of May. Genius tech agreed it was flawed, sent it to Apple Care to be fixed at no cost to me.
Went to pick up the laptop the first time on or around the 17th of May. I refused to accept the repair because there was still a large bulge between the lining and bottom assembly from the audio port to the back of the laptop. I could easily get my thumbnail in it. It was still present on the other side of the laptop but less prevalent. The display was never replaced so the condition on it still existed. The genius tech said he sees a lot of laptops come in with this "condition" and it seems to be typical. He said he couldn't guarantee anything, but he would send it back to Apple Care. He also said they may send it back without touching it.
Well here we are on the 22nd of May and this time its MUCH worse. Though I was optimistic, I still couldn't accept the repair. The top and bottom assemblies looked great, no issue there.
My issue was now the display itself. It has what I would say is a horrendous U bend when closed and latched.
Please let me know if I'm being a little over sensitive, here are the pics (click for 6 MP version):
Go to the host site to see the pictures.
http://notquiteleet.com/2007/05/23/apple-refuses-
I was helped by Khalil Smith, the General Manager of the Apple Store at Crabtree Valley Mall in Raleigh, NC. I told him that I was not comfortable accepting the laptop in this condition.
I told him the assemblies and plastic lining looks great but I was concerned about the bend in the display. I asked him to send it back to Apple Care.
He said, "I will not authorize any more work on this laptop"!
I asked again that he send it back to Apple Care since I did not feel confident in the integrity of the display due to the large bend.
He replied that, "The repair falls within our specs."
I asked to see the specs.
He said, "They are confidential".
I almost lost it at this point. He then said if I refuse to pick the laptop up, they would follow their abandonment procedure where I would be called at a regular interval for 60 days. I picked up the work authorization paper work and said that I would like this as a record of the repair on it. He forcefully snatched it out of my hand and said "that is only if you pick it up". I asked him to make a copy of it, twice if not three times, before he went to the back and did it. He didn't copy the itemized repair page that showed exactly what was repaired.
So if you could let me know if I'm just being a little too sensitive about this Id appreciate it. They know perfectly well how much we spend on these machines, and at that price we deserve to have it looking and functioning perfectly, especially right out of a repair depot.
I worked for the Apple Store at Southpoint Mall in Durham, NC. for about 10 months (approximation) or so when I was in College, this being about 2 years ago. I left when I was offered and internship at a Fortune 100 company where I currently work now as full time Engineer.
Given the experiences Ive been through the past 2 weeks I'd like to thank Apple for disowning one of its "own".
Not only do I feel discriminated against, I am thoroughly disgusted, and deeply offended by the way Khalil Smith, a General Manager handled the situation. I have no confidence in the Management of the store to do what's right. My trust in Apple has been violated. My enthusiasm as an advocate of Apple and its products is substantially degraded. I also have little faith now in the Depot, nor any repair entity of Apple to fix this machine properly.
After all, the more time I have to wait for the Macbook Pro to get fixed the more money I lose. That isn't good.
Apple Inc, Digg, Slashdot, Consumerist, Reddit, will someone please help me?"