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Old Sep 28th, 2002, 02:35 AM   #1
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eMac monitor: the following message was removed from Apple today relating to my bunk eMac monitor:

Debby, you must live in the United States?

In Canada I've complained, and complained, and complained...

I live in Thunder Bay, On. with no Apple service...Apple wants ME to make arrangements with a service center 8 hours away...wants me to SHIP IT...wants me to PAY for shipping both ways, etc.

No refund, no exchange for a new one, and no one is coming onsite for me.

Apple sold me a lemon, and this is how they help me.

I better go now and make some lemonade,

Alex.

I was responding to another's discussion post which read:

I was having problems with apple, and I have the applecare plan, but they were giving me the runaround until after 5 calls (3 me, and 2 my boyfriend), who convinced them that since I had such a new computer (2 months old), that I shouldn't have to be responsible for the cost of shipping/handling or having to go to the apple authorized dealer (over 90 miles away).....he's coming to my home to repair my computer. I have a freaky screen that distorts, and as I write this it is distorted. I have bans horizontally and my screen looks like someone has a magnet up to it warping it in.....so COMPLAIN, COMPLAIN...by the way, you are not the only case, just read the other discussion complaints with monitors distorting.
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Old Sep 28th, 2002, 02:40 AM   #2
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Old Sep 28th, 2002, 03:10 AM   #3
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Hello,

<BLOCKQUOTE>quote:</font><HR>Bring back the car example, if you have a new car, and there is a warranty repair to be done. A garage will not send someone to pick up your car, fix it and then get them to drive it back. You have to bring it to the retailer... same goes for Apple..<HR></BLOCKQUOTE>

But, there's usually a garage just a few minutes away, not like this:

<BLOCKQUOTE>quote:</font><HR>Apple wants ME to make arrangements with a service center 8 hours away...wants me to SHIP IT...wants me to PAY for shipping both ways, etc.<HR></BLOCKQUOTE>

That's a lot different! Under a warranty, if the car was undrivable, I'm sure they would pay for the cost of a tow truck.

A personal example: we took in the truck to get some work done on the transmission. The work was completed, and we took the truck back home. But I guess they didn't fix it completely right, as the problem reappeared the next day. Since we felt the problem may have been too severe to drive to the shop, and the service tehnician said that the minor adjustment should be easy enough to make, the technician came to our place and made the necessary adjustments. Everything was fine after that.

I know that story isn't totally related, but I think that if Apple should pay for the shipping costs as there is no repair centre in Alex's town. I hope Apple doesn't treat me like this when I need a repair, as the closest repair centre is about 7 or 8 hours away.

James
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Old Sep 28th, 2002, 03:20 AM   #4
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Old Sep 28th, 2002, 04:54 PM   #5
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Sorry, if it is a documented problem i would expect Apple to send a courier box to me to send it to them in so they can fix it. I hate to make the comparison, but if you have a major hardware problem with a compaq laptop, they will courier it to a depot, fix it and have it back to as soon as possible.
One of my customers had to have his power management board replaced in his presario when he was on the road in Louisiana. Compaq picked it up from his hotel, took it all the way to montreal, fixed it and had it back to his hotel door in two days, and that wasnt even a documented problem for his model.
If the eMac is having problems (our display model at work is starting to display symptoms) then Apple should be fixing it with no cost to the customer, and that includes shipping.

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Old Sep 28th, 2002, 07:01 PM   #6
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I think you should expect Apple to pay for shipping on a Mac still under warranty. This is a shabby way to treat customers who have paid a premium to buy a new Mac. I like Macs but I alway buy used. I have heard too many horror stories like this from people who have been treated so poorly by Apple.
I had a very good experience with IBM when I bought a refurbished 20" monitor in Toronto from a discount retailer. The monitor crapped out after 2 weeks and I figured I was out of luck. I called IBM and told them the monitor had died. They asked me for the serial number and they confirmed it was a refurbished unit and had a 6 month warranty. They sent a replacement unit to my home first. I was then able to use the shipping container to return my original monitor. All the shipping costs were covered by IBM. Considering the low price I paid for this monitor I was extremely impressed by the professional and considerate way that IBM dealt with the warranty claim. There is no question that I would be happy to buy more IBM products. Two years later that replacement monitor is still in daily use hooked up to my 9600.
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Old Sep 28th, 2002, 08:56 PM   #7
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[off topic, a little]
Rob, do you have an Apple Authorized Dealer in Windsor?
Are they Authorized to do repairs?
[Thank you for your time]
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Old Sep 28th, 2002, 09:20 PM   #8
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Heart,

I don't think there are any authorized dealers in Windsor. The closest ones that I'm aware of are in London. (CompUSA in the Detroit area supports Mac stuff but it would be a real hassle to bring stuff across the border for repairs)
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Old Sep 29th, 2002, 01:49 AM   #9
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I don't see any problems with Apple censoring their forums. It is, after all, their forums. There are many, many other uncensored Mac forums and many news sites.

As for getting something fixed, I don't know why people go to Apple. Go to an AASP. I've never had a problem with an AASP, whether its, Quanta, Computers 2000, or CompuCentre. They love fixing things. After all, they get well payed by Apple. Apple isn't the best when it comes to customer service.

I think I've called Apple only twice, in my 9 years as a Mac user. Yet I've seen an AASP at least 5 or 6 times.
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Old Sep 29th, 2002, 12:11 PM   #10
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<BLOCKQUOTE>quote:</font><HR>Originally posted by Kosh:
As for getting something fixed, I don't know why people go to Apple. Go to an AASP. I've never had a problem with an AASP, whether its, Quanta, Computers 2000, or CompuCentre. They love fixing things. After all, they get well payed by Apple. Apple isn't the best when it comes to customer service.<HR></BLOCKQUOTE>

Apple doesn't pay them. they get support through Apple, and direct shipping (if they are an Apple Authorzed Service Provider) of parts but they aren't on a payroll.
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