Hey everyone,

So today I got my MacBook Pro (Unibody) back from it's SECOND repair this week.

The first repair I had was for a minor hinge/flickering issue.

They replaced the Screen and tightened the hinges, so it was all good.

UNTIL, 5 minutes after leaving the store I noticed a HUGE paint/metal chip on the metal casing behind the screen (where the Apple logo is).

I immediately went back to the store and asked them how this happened, and they apologized and offered to fix it. I obliged and sent it in for another 4 days.

So I went back today to pick it up. I examined everything at the store, and everything was in check physically, and the system started up.

Of course, when I get home and I start watching a Youtube video is when I notice that the right-hand speaker is distorted and is not producing sound properly.

I initially passed this off as maybe an issue with the YouTube video, but when I went to iTunes all of my songs sounded the same.

So I went to system prefs and isolated the sound on both speakers, and found that the right speaker is INDEED messed up. Oh great, a THIRD repair!

So now I'm quite furious, this is obviously very ridiculous having to tote myself back and forth between the Apple store and my house for issues that should have never existed in the first place.

It makes me think that the goons that they hire to repair stuff in the back obviously do a very crappy job because I've not only had issues with repairs at this Apple store (Square One), but also at Sherway!

I'm extremely angry because I've had to share a computer for the past week while having to do my school assignments. And now I have to deal with another potential 4 days until my computer is fixed. It has really deterred me from wanting to buy applecare (which for me is set to expire in about 2 weeks). Like what's the point? If I shell out $279 (CDN) for it and just have to deal with sub-par service?

Do you think at this point it is fair to ask for a replacement? I seriously don't want to deal with some more repair crap. I don't have the time, nor the patience to have to deal with another screw up on Apple's part.

I agree had this been small issues over an expansive period of time I wouldn't even have a slight justification, but this has happened SUCCESSIVELY in a span of a week, I'm sure you guys can see where I'm coming from. It's utterly ridiculous and frustrating for them to screw up so many times! GAH

I'm sorry, what's that? The Apple Store didn't fix your unit properly after the first, second.. third time? Someone here might refute your story with the claim the Apple Store doesn't present that kind of customer service.

;)

In all seriousness, go back and speak with the Service/Store Manager and make your case - I don't think it's reasonable by any measure that your MBP isn't being repaired properly the first (and second..) time, unless they received and used DOA parts (which can happen, too; been there, done that, it sucks).

Sorry to hear about your plight. I agree with Lars, go back to the store and staying calm, explain the situation. Pose the question of a replacement unit if they don't suggest it before agreeing to fix the unit again. No matter what we tell you, it is up to the folks at Apple.

I will agree with the previous posters about being calm. Ultimately it is up to the Apple rep to decide yay or nay so voice your frustration here and try to give the people you are dealing with the same courtesy you expect from them.

It makes me think that the goons that they hire to repair stuff in the back obviously do a very crappy job because I've not only had issues with repairs at this Apple store (Square One), but also at Sherway!

I'm extremely angry because I've had to share a computer for the past week while having to do my school assignments. And now I have to deal with another potential 4 days until my computer is fixed. It has really deterred me from wanting to buy applecare (which for me is set to expire in about 2 weeks). Like what's the point? If I shell out $279 (CDN) for it and just have to deal with sub-par service?

heres a thought, after the first bad experience why not go somewhere else?. if you got food poisoning at a restaurant would you go back the next week?

find an AASP near you and stop wasting your time

in the past i got a replacement mbp. after 2 failed repairs of the logic board i called apple and asked about a replacement, and was told that they only consider replacements after THREE repairs for the SAME issue. after the 3rd repair of the logic board didn't work out they agreed to a replacement.

given that criteria i don't think they'll give you a replacement, but what i would do is when you bring it back voice your displeasure, and let them know that the downtime for the repairs is unacceptable. Ask for a loaner or something for any repair time wait (which i doubt they'll give you, but it does strengthen your argument that you need a computer for any downtime) and then ask for a replacement under warranty (which again, i doubt you'll get).

But what complaining does do is gets them to really back the next repair and hopefully do it correctly, and if they don't then you have a better case for a replacement.

I'm sorry, what's that? The Apple Store didn't fix your unit properly after the first, second.. third time? Someone here might refute your story with the claim the Apple Store doesn't present that kind of customer service.

;)

In all seriousness, go back and speak with the Service/Store Manager and make your case - I don't think it's reasonable by any measure that your MBP isn't being repaired properly the first (and second..) time, unless they received and used DOA parts (which can happen, too; been there, done that, it sucks).
Haha, I think I know who you're talking about :p

But thanks for the advice. I'll probably call AppleCare today, AND visit the store.

Sorry to hear about your plight. I agree with Lars, go back to the store and staying calm, explain the situation. Pose the question of a replacement unit if they don't suggest it before agreeing to fix the unit again. No matter what we tell you, it is up to the folks at Apple.
Thanks, good advice :)

in the past i got a replacement mbp. after 2 failed repairs of the logic board i called apple and asked about a replacement, and was told that they only consider replacements after THREE repairs for the SAME issue. after the 3rd repair of the logic board didn't work out they agreed to a replacement.

given that criteria i don't think they'll give you a replacement, but what i would do is when you bring it back voice your displeasure, and let them know that the downtime for the repairs is unacceptable. Ask for a loaner or something for any repair time wait (which i doubt they'll give you, but it does strengthen your argument that you need a computer for any downtime) and then ask for a replacement under warranty (which again, i doubt you'll get).

But what complaining does do is gets them to really back the next repair and hopefully do it correctly, and if they don't then you have a better case for a replacement.
Yeah, I've read this somewhere else as well.

I'm just honestly shocked that they would screw up like this so many times!

I'll call AppleCare first today, and see if they can resolve this.

If not, I'll go to the store and talk to the manager.

Just an update for everyone;

I called Apple Saturday morning and talked to a rep. I explained the difficulties I was having at the retail locations, and he recorded my issues on file and suggested I get my repair done by an authorized Apple Service Provider. He also said that I should call Apple Customer Relations and explain my experience. I agreed with this notion, but told him that I would first visit the Apple store and see what they can do.

I go to the Apple Store the same day and ask to speak to the manager. The manager was busy, so I had to speak to the head Genius instead (Coincidentally the same guy who 'repaired' my laptop).

I told him about the new speaker issue, he acknowledged the issue was there and disappeared into the back room for 15 minutes.

He comes out, and tells me that the right speaker is blown out. I then ask him for an explanation as to how it might have happened. At which point he simply says "I don't know. When we did your screen repair, we didn't even touch the area near the speakers. It might be a pre-existing issue." So I kindly explain to him that this issue didn't exist beforehand, and if it did I surely would've noticed it (It's a god damn blown out speaker, it's IMPOSSIBLE not to notice). He continued to be at a loss for an explanation. I kindly just told him that when I leave a laptop in the store's care, and an issue that didn't exist before suddenly appears, the store needs to take responsibility for it.

He continued to defend his 'I don't know' line of reasoning. At which point, I changed the question for as how the scratch may have happened. He said the following, 'sometimes parts from our supplier come in scratched or damaged, It's something that is unfortunately out of our control.' Fantastic, so what he is basically telling me is that the screen lid came in scratched, and the 'Genius' decided to install a damaged part on my laptop anyways. Great way to defend your ****** service Genius!

He offered to repair it again, but I was obviously very angry. I told him that it's ridiculous to have to drive 20 minutes (one-way) each time to come in for a repair that should have never been needed in the first place! He also offered some other options, but they all required me suffer in someway or another for their stupid insolence while doing repairs. He started to order the speaker part for me, but I told him to cancel because I was going to get it done by the provider that lives like 5 minutes away from my house.

I called the provider, and he was extremely nice. He asked me to just email some info, and he'll order the part for me. Once it comes in, he said he would call me to come in and do the repair right on the spot while I wait. Great guy, and nice service. He even sympathized about the experience I had at the Apple store.

I then called Apple Customer Relations this morning and explained my story along with the fresh new material from my Saturday trip. They apologized profusely and said that they would get in contact with the provider and ensure my part gets in A.S.A.P. The rep also told me to call back once my repair is complete to figure out a way that Apple can 'make this right' for me.

I have no idea what Apple is going to do, but I'm happy that my laptop is now going to be repaired by a competent person, and that Apple is going to attempt to make this up to me.

Sorry for the long post! lol

I've been slowly losing the Apple trust. if this BS happened to me, i would sell my Mac and buy an IBM Thinkpad.

>_<

Morgan

I've been slowly losing the Apple trust. if this BS happened to me, i would sell my Mac and buy an IBM Thinkpad.

>_<

Morgan
Oh believe me,

I've been frequently visiting the Dell website since this whole fiasco.

Those Core i7 laptops + Dell's Accidental coverage seem to be more appealing to me, as I'm off to university next year.

I love Apple, but this experience has really unsettled my commitment to them.

off to university? from reading this thread i would have pegged you as being like 60

Oh believe me,

I've been frequently visiting the Dell website since this whole fiasco.

Those Core i7 laptops + Dell's Accidental coverage seem to be more appealing to me, as I'm off to university next year.

I love Apple, but this experience has really unsettled my commitment to them.

lol

if you've EVER had ANY experience dealing with dell's support you understand how ridiculous that statement is.

even with my run of bad luck on a previous mbp, i am 100% certain their service is a million times better than dell.

off to university? from reading this thread i would have pegged you as being like 60

:lmao::clap::clap:

off to university? from reading this thread i would have pegged you as being like 60
Haha, oh wow, should I be flattered or embarrassed? lol

I wonder why I come off sounding so old :|

lol

if you've EVER had ANY experience dealing with dell's support you understand how ridiculous that statement is.

even with my run of bad luck on a previous mbp, i am 100% certain their service is a million times better than dell.

I'm sure it is, but the Accidental coverage from what I've read up on it, seems to be fantastic in every single way.

People get the same or BETTER laptops in exchange. And Dell from the stories I've read doesn't seem to be a hassle in most of these cases.

AppleCare on the other hand is automatically voided upon any sign of accidental damage. Sometimes they're absolutely ridiculous about it, in the sense that if you get a scratch or a MINOR dent they'll deny you coverage. (That ALMOST happened to me at Sherway and the genius made a note on how "lucky" I was to be receiving service even though my Battery was dented (stupid because the Battery was dented while being transported SEPARATELY from the laptop)). And not to mention AppleCare is more expensive than Dell's accidental coverage (depending on the laptop).

Don't delude yourself, they don't send you into a bat cave to get raped if you want service from Dell. They might not be as good as Apple who keeps their call centers in North America and can be a little bit more helpful in a lot of situations. But they are still decent enough that they keep customers and are not out of business.

Don't delude yourself, they don't send you into a bat cave to get raped if you want service from Dell. They might not be as good as Apple who keeps their call centers in North America and can be a little bit more helpful in a lot of situations. But they are still decent enough that they keep customers and are not out of business.

actually i know exactly what to expect from Dells service as i had issues with a 30" display i bought last year.

I had to make 4 different calls and spend hours on the phone to even talk to the correct department.

My 2 week old display made a buzzing sound whenever the brightness was bumped up past the halfway point. (a problem i eventually found out is inherent on EVERY unit.. talk about build quality!) After dealing with idiots for a couple of days i finally talked to someone who knew how to handle a simple return.

What they sent me back for my 2 week monitor was a REFURBISHED model (not exactly the best replacement coverage is it?). That exhibited the exact same problems as my 2 week old model (which they now expected me to send back).

So then i had to make several more calls back to them to arrange to send back the replacement refurbished model instead of my 2 week old one.

Easily some of the worst customer service i've ever experienced. My dealings with Apple when they replaced my MBP were infinitely more enjoyable.

Haha, oh wow, should I be flattered or embarrassed? lol

I wonder why I come off sounding so old :

definitely embarrassed. you sound old because you come across as a weak and whiny pushover. if you spent half as much time finding an alternative to your own problem as you did whinging about it on ehmac, i guarantee your issue would have been settled after the first negative experience at the apple store.

AppleCare on the other hand is automatically voided upon any sign of accidental damage. Sometimes they're absolutely ridiculous about it, in the sense that if you get a scratch or a MINOR dent they'll deny you coverage. (That ALMOST happened to me at Sherway and the genius made a note on how "lucky" I was to be receiving service even though my Battery was dented (stupid because the Battery was dented while being transported SEPARATELY from the laptop)). And not to mention AppleCare is more expensive than Dell's accidental coverage (depending on the laptop).


this is also completely untrue.

a dent on a display, for example, could very well invalidate the warranty on the display, but not the optical drive which is housed in the main body of the machine. its totally up to the discretion of the person examining the machine, as only affected parts need to be returned to apple. if you end up with someone without common sense, take your machine, leave, and go somewhere else.

actually i know exactly what to expect from Dells service as i had issues with a 30" display i bought last year.

I had to make 4 different calls and spend hours on the phone to even talk to the correct department.

My 2 week old display made a buzzing sound whenever the brightness was bumped up past the halfway point. (a problem i eventually found out is inherent on EVERY unit.. talk about build quality!) After dealing with idiots for a couple of days i finally talked to someone who knew how to handle a simple return.

What they sent me back for my 2 week monitor was a REFURBISHED model (not exactly the best replacement coverage is it?). That exhibited the exact same problems as my 2 week old model (which they now expected me to send back).

So then i had to make several more calls back to them to arrange to send back the replacement refurbished model instead of my 2 week old one.

Easily some of the worst customer service i've ever experienced. My dealings with Apple when they replaced my MBP were infinitely more enjoyable.
I'm sorry to hear that. But I guess service from any company differs for everyone right? And yeah, sometimes these companies make crappy products, like my Acer monitor hums if it's anything below 85% brightness, stupid issue but I always have it on full so it doesn't bother me. I personally also don't have any problem with refurbished though. I've bought refurbished products many times, and have never had them screw up on me. Personal choice I guess.

definitely embarrassed. you sound old because you come across as a weak and whiny pushover. if you spent half as much time finding an alternative to your own problem as you did whinging about it on ehmac, i guarantee your issue would have been settled after the first negative experience at the apple store.

Hm, well I can see you're a little rude, but that's fine.

I don't think you understand the situation completely, just like how you don't seem to understand how to talk to people nicely :)

The experiences I had at the SHERWAY store happened about a year ago with a different laptop, and is completely independent of the issue with my MacBook Pro now.

I assumed, and yes you can meaninglessly penalize me all you want, that when I dealt with a new store (Square One), under a new management, and a different set of geniuses that the experience would be different. Go ahead, I know, I'm a stupid old man, eh? Expecting a DIFFERENT STORE to be DIFFERENT, oh god, I am a stupid old geezer!

Once I got to the Square One store, the geniuses definitely were a lot nicer. The geniuses were at no point rude like they were at Sherway, and it all seemed perfectly Kosher.

When I got the laptop back from the first repair, and I saw the scratch, yes I was angry , but seeing as though I'm not an asshole, and I know that stores sometimes make mistakes, I let it go and decided to give them the laptop back for repair. I gave them the benefit of the doubt. I agree it was too trusting of me to leave the store without checking for physical defects in the first place, but honestly I was not expecting anything wrong, as the repair was NOT anything that was aesthetically related and the cling covering that was on the laptop was actually COVERING the scratch at the time and I only noticed the scratch ONCE I peeled-back the covering. I was just glad that they admitted their mistake and took it back without any hassle. They could've easily blamed me for having scratched it (I had already left the store and came back an hour later) but they didn't.

Now when I got the laptop back from the second repair, I checked for physical issues, and any hardware issues. Again, the speakers were the last thing on EARTH I expect to be messed up, so I didn't check any audio at all.

So that took me on to the third repair, which I'm now getting done through an authorized service provider and Apple has agreed on 'making this up to me' somehow.

The only reason I posted this thread was to find out if I should ask for a replacement or compensation in any shape or form. I wasn't sure if I was in the clear to do so. As you said, I should've been "finding an alternative," hence why I posted this. What better place is there to "find an alternative" or ask a question then on a community forum with over 100's of people who have dealt with Apple numerous amounts of times? I posted my later experiences with the store just to let forum members who had given me advice know what was going on. But oh well, I guess I'm just a whiner for posting a thread that detailed the context of my situation, eh?

So now what I'm getting from your 'old' comment is that, because I'm not some kind of magical gypsy that could've foretold the repairs I would have had to gone through and the experience I was going to be in for, that I'm an old ineffectual idiot who needs the whambulence to pick him up?

I honestly think you're just a crap disturber, who needs a little kick out of arguments on forums because you're socially, a little challenged.

I'll give you some quick advice: If you have nothing nice to say, don't say it at all.


this is also completely untrue.

a dent on a display, for example, could very well invalidate the warranty on the display, but not the optical drive which is housed in the main body of the machine. its totally up to the discretion of the person examining the machine, as only affected parts need to be returned to apple. if you end up with someone without common sense, take your machine, leave, and go somewhere else.
I'm talking from my experience and from some other experiences I've read on MacRumors. But I do completely agree with the "If the genius does not have any common sense, leave" notion. Unfortunately, in my case the genius said the 'luck' thing AFTER the repair had been completed, so I wasn't able to follow through with the leave thing.

off to university? from reading this thread i would have pegged you as being like 60

I'm 60+ and I thought the same........ ;)

oh god, I am a stupid old geezer!

As a 60+ person I find it offensive that you equate 60 with "stupid old geezer"....

Now you just sound childish and pathetic.

Oh and BTW, the word is "warrant"....

ohhhh snap!

Let us know how things go at the other Service Provider. Hopefully it will be better than your experience at the Apple Store. While the Apple Stores are great, their service could use some improvement.

I was at the Ottawa Rideau Apple store last week finally getting around to buying my copy of Snow Leopard. As usual it was busy, and there were 3 clerks ringing things up, but then 2 of them left, 1 to go to the back to get something and another to help a customer with his new laptop. Meanwhile I'm in the line that's not moving. Finally after 10-15 minutes I guess some of the other Apple employees around the shop noticed the line and started helping customers in the line with the mobile checkout systems.

I think I might head to Carbon next time, it's more out of my way than Apple, but they have better service. At least for sales, I haven't needed repairs, yet (knock on wood).

Not to insult anyone, but I've been to an Apple retail store once or twice and got the impression that the clientele is mostly 'trendy' and shop there because it is 'cool'.

I find Authorised retailers tend to cater more towards the people who actually use Macs for a living, or have been using them for years.

Sorry if that got off topic.

thats totally how it is. apple stores have an almost inexhaustible supply of customers...if they frig you off today, there is a lineup behind you 10 deep..service providers live and die by how getting repairs done a)quickly and b) properly the first time. if they dont, they dont make money...bottom line.

if you want to look at something shiny and new, go to the apple store. if you want real service go to an aasp

yeah.. any authorized dealer will repair your apple cared apple product. Try to avoid futureshop for that though :)


Eitherway, Dell's complete care is a true amazing warranty. I recently brought back 3 years old Dell laptop from a customer which was completely beaten up. It had complete care, so basically the whole laptop was changed, except the bottom case and the screen. lol

one would WISH apple carried such warranty lol

I'm 60+ and I thought the same........ ;)

As a 60+ person I find it offensive that you equate 60 with "stupid old geezer"....

Now you just sound childish and pathetic.

Oh and BTW, the word is "warrant"....
Brilliant.

A 60+ year old defending a person who initially said "you sound old because you come across as a weak and whiny pushover" and then telling me that I'm being offensive and equating 'old' with inferior qualities.

Funny thing is that I had initially written a mini spiel about how it's not right to make ageist remarks on here as there are plenty of people that read this forum that are older, and they are by no means 'weak' and/or 'whiny.' I left it out because I thought my sarcastic ridicule got the point across that it's not right to say such things, but I guess it was lost on you.

Now if I sound Childish and pathetic, I guess I sound about my age then right? Or is it that I'm a childish 60 year old now? I don't know, I guess I'm seriously confused about my age, eh?

And I apologize about the 'Warrent' and 'Warrant', it's one of those words I always misspell. Horrible habit, really.

ohhhh snap!
Quite mature. Well I'm glad you won your little battle by gaining the support of another member. I really wish you the best in life. Oh and if it makes you feel any better, I was absolutely ravaged by your comment. I don't know how I will go on in life being an old whiny pushover. :rolleyes:

Let us know how things go at the other Service Provider. Hopefully it will be better than your experience at the Apple Store. While the Apple Stores are great, their service could use some improvement.

I was at the Ottawa Rideau Apple store last week finally getting around to buying my copy of Snow Leopard. As usual it was busy, and there were 3 clerks ringing things up, but then 2 of them left, 1 to go to the back to get something and another to help a customer with his new laptop. Meanwhile I'm in the line that's not moving. Finally after 10-15 minutes I guess some of the other Apple employees around the shop noticed the line and started helping customers in the line with the mobile checkout systems.

I think I might head to Carbon next time, it's more out of my way than Apple, but they have better service. At least for sales, I haven't needed repairs, yet (knock on wood).
haha yeah, I'll keep you guys up-to-date. And do visit Carbon! I've heard some really great things about them.
Not to insult anyone, but I've been to an Apple retail store once or twice and got the impression that the clientele is mostly 'trendy' and shop there because it is 'cool'.

I find Authorised retailers tend to cater more towards the people who actually use Macs for a living, or have been using them for years.

Sorry if that got off topic.
I agree, I do see a lot of trendy pretentious people at the Apple store sometimes.

And yeah the Apple Store is better for new switchers as they tend to have a sales staff that gets you excited about switching over. But the AASP's are better for catering to old mac users as it's no longer about getting you 'excited' but more about getting you in-and-out of the store efficiently with great service.

thats totally how it is. apple stores have an almost inexhaustible supply of customers...if they frig you off today, there is a lineup behind you 10 deep..service providers live and die by how getting repairs done a)quickly and b) properly the first time. if they dont, they dont make money...bottom line.

if you want to look at something shiny and new, go to the apple store. if you want real service go to an aasp
I have definitely learned this lesson the hard way. I think there is definitely more of a push to perform for AASP's as their reputation and support from Apple depends on it.

yeah.. any authorized dealer will repair your apple cared apple product. Try to avoid futureshop for that though :)


Eitherway, Dell's complete care is a true amazing warranty. I recently brought back 3 years old Dell laptop from a customer which was completely beaten up. It had complete care, so basically the whole laptop was changed, except the bottom case and the screen. lol

one would WISH apple carried such warranty lol
Ah finally someone agrees with me about Dell :) I really do wish Apple had some kind of accidental coverage. Maybe in a few years they will? You never know :P

Sorry for the late reply everyone, just got busy with school and stuff.

So I had my repair done by a local AASP, who turned out to be a very nice guy. He did a fantastic job at repairing my MBP quickly and painlessly.

When I called Apple the following day, they offered to give me a $100 credit on their online Apple Store for my troubles.

I accepted it, and felt a lot better.

Although I am still appalled at the service and will never return to the Square One Apple store again, I am glad that Apple cared enough to make amends with their wrongdoing.

So yeah, that's all :)

Thanks everyone.

if you want to look at something shiny and new, go to the apple store. if you want real service go to an aasp


Real service?
My local aasp:
- iMac fans going full blast? "Well, we turned it on and off a couple of times and the fans still came on, it's the logic board, $850" (their exact words)
- Sound crapped out in one side of earphones one week after you purchased? Not really our problem, contact them directly and no, we can't be bothered to look up contact info for the company who made them.

Apple Store
-Loose wire in iMac, no charge
-Rubber cracked on one of our in-ear headphones a year and a half after you purchased? Here's a replacement.