Hi guys, just need to vent. We went to the Sherway Gardens Apple store after setting up a genius bar appointment to get a MBA repaired. The top case felt like the hinges were really loose so with a few months left of our extended Apple Care, we thought it a good idea to get it fixed. They said the whole top case will need to be replace because the hinges are broken. This would have cost us $670 if not for AC. OK we leave it because they said by Monday or Tuesday we would have it back. This is one of many macs we have that has a specific purpose (two businesses and kids in college) so we left it knowing it will only be a few days. By Wednesday, no call, so I called them and asked when? They said no part yet, we will call. OK, It's Saturday, I called and asked when? I was told the part was still not in, we will call when it is ready. I let them know it was needed, they said I was priority. Called customer service after 20 mins of 'checking - hold please' I was told it is a back order part because it is in high demand, that they will call the store themselves and call me back. Called me back and said the store just received a shipment that might have my part, they will call when it is fixed. I called a few minutes ago to see if the part was in the shipment, no but when it is in they will call. I am getting peeved with the fact that we could be using this computer but we are from Hamilton and it's not just around the corner, I could go and pick it up and take it back when the part comes in but this is taking much longer than a few days. Am I expecting too much when I have ordered online macs delivered in a few days?

Youd think there would be some way of the store knowing the part they need is on back order so they could tell you that. BUt that doesn't seem to be the case with apple.

Makes me wish I had brought it home until the part came in, I just thought a few days, OK.

Apple Sherway straight up replaced my MBA Rev A. that had 2 weeks left of regular AppleCare warranty when they couldn't fix it in 4 days.

I don't know, maybe I got really lucky. The sound stopped working, thankfully with the 2 weeks of warranty left. I took it in, guy said no problem, we're going to replace some audio board part that was attached to the logic board. Said the part would be in within 24 hours and they'd get it all fixed up.

I was passing through Sherway the next day, so I thought I'd stop in and check up on things since it wasn't really out of my way. I went up to the first employee I saw and inquired. She went into the back and checked and came out with a look of disappointment on her face, and told me that they did indeed receive the part and replaced it, however it hadn't fixed the problem and that they had ordered another part.

They said they were gonna just replace the entire logic board this time and that part was on the way. She made sure to let me know that they would have it fixed before I was heading out of town (I had indicated this originally when I took the machine in), and that if they couldn't fix it that she would 'see what they could do'. She said the logic board would arrive in roughly 2 days, and they would give me a call to update me on the status. I found out that she was a manager at the store after the fact.

2 days later I'm out at lunch and I get a call from the store, and I was fully expecting to hear that they had the machine repaired and that I could come in and pick it up. But no, they said that the logic board did not fix the issue and they thought it was a cable. The employee however said that I should come by and they would see what they could do. I immediately went over, and of course the same manager that I had been dealing with was there, so I went to her. She remembered me right away, and apologized that the problem still wasn't fixed, and that she was going to replace the machine for me.

Just casually I mentioned that I was thinking about moving to a 15" MBP, and if they were going to replace my MBA if I could possibly walk out with a MBP instead. She smiled and motioned towards the back room and said "I'll be right back with your MBP". My jaw literally dropped open. They processed my Air as a 'return', and put the new MBP through. I paid the $100 difference or whatever, but now I had a brand new 15" Pro with the full 1 year warranty as if I had just bought it.

She set me up along the side and let me transfer all of my data to the new machine and wipe the old machine clean. I must say that it's probably one of the best retail experiences I've ever had in my life and to this day I still can't really believe it.

The loose screen is a known issue with that version of MBA - it is not the top case that needs to be replaced but the display... so you better call them and confirm they have the right part on order.. We had done a few of them so we know that the hinges are on the display.. sadly made of plastic..

Good luck..
Hoping the new version of the unibody is not pegged with the same issue.

The loose screen is a known issue with that version of MBA - it is not the top case that needs to be replaced but the display... so you better call them and confirm they have the right part on order.. We had done a few of them so we know that the hinges are on the display.. sadly made of plastic..

Good luck..
Hoping the new version of the unibody is not pegged with the same issue.

That's what I meant when I mentioned the whole top case, everything above the hinges - screen, shell, hinges etc. So I would hope they ordered the right part because the work authorization paper has Display Clamshell Assembly in the description @ $631.00 and Hardware Repair Level 2 @ $39.00 totalling $670.00 for the work. I am not expecting a replacement unit DS because this is the first instance for this laptop. I am just tired of waiting and being told they will call when it is done - for the past week.

It was my first repair as well :)

I guess I was just really lucky.

Frustrating no doubt. It's stories like the ones shared that make Apple stand out above the rest. I used my AppleCare on my MacBook a few times.

Here's the thing... if they could fix your MBA right away they would. It really isn't there intention to leave you without a computer for a long period of time. Somethings are uncontrollable... I know it must be completely frustrating to be without your computer. Either you really want it fixed and just hold tight or you've had enough of waiting so just go in and ask for it back. I would honestly just recommend waiting. It sounds like you have other machines to use in the meantime. Calling everyday and checking up really isn't going to make the situation any better. It just adds to the stress of it all...Trust that they will definitely call you when it's ready.

Is it unacceptable that the repair has taken a bit longer than expected? Of course! I'm sure they will acknowledge that. But try not to get too stressed out about it... it's not good for both parties and it isn't going to speed up the repair.

That's what I meant when I mentioned the whole top case, everything above the hinges - screen, shell, hinges etc. So I would hope they ordered the right part because the work authorization paper has Display Clamshell Assembly in the description @ $631.00 and Hardware Repair Level 2 @ $39.00 totalling $670.00 for the work. I am not expecting a replacement unit DS because this is the first instance for this laptop. I am just tired of waiting and being told they will call when it is done - for the past week.

Oh okay.. just so you know.. Top Case in the 'service' world is completely something else..
in the service world it means.. palm rest, trackpad, keyboard ( as in the top area of the computer.. ) display is display.. bottom is called back panel..

BTW - Good luck with your repair... before you leave the store make sure to check, your camera, sound in and out that it is functioning.. also the bluetooth and airport.

:)

Just a possibility as well...

Apple Service Parts shipping was closed last week Wed, Thurs and Friday for American thanksgiving. Not sure if that came into play with your part shipping or not.

Just a possibility as well...

Apple Service Parts shipping was closed last week Wed, Thurs and Friday for American thanksgiving. Not sure if that came into play with your part shipping or not.

Parts were shipping for me all of last week, including Friday.

I appreciate the responses and I really do understand that sometimes you have to wait for parts, the phone call to Apple told me quickly, the part was on back order, so why wouldn't the store already know that? This would have changed the scenario, I could have brought it back and wandered the mall while it was fixed, meanwhile having the use of it until then. I guess I just wait.
Sorry about the wrong description, it is the display they are replacing and thanks for the tip on making sure everything works before leaving.

I know it sucks to wait for parts and repairs to get accomplished but at least Apple has a decent track record and getting things done ... don't feel too badly ... I'm going on day 120 with a warranty "repair" with a Samsung 30" computer monitor and there's no light at the end of the tunnel at all in sight -- and this was not a cheap monitor, was almost $1500. So far I'm up to tier 3 support (who cannot be called directly so each time you have to go through tier 1, who has to then contact tier 2, who then call back 1-2 days later saying that they've escalated to tier 3 ... who never return your call).

Sorry for your luck, or lack of.

there isn't much in life that is more annoying than a customer calling numerous times to ask if their repair is done...this is true for any business...the car mechanics, getting your tennis racket strung, or a computer repair

if you have to call, its not done. when its done they'll call you. generally speaking, they want to get the repair done just as fast as you do, and once its done they want the computer out of their shop as fast as humanly possible

if you want to get the computer back while you wait, ask them..they'll probably accommodate you. the computer didnt need to be taken apart to diagnose the issue, so its not like its creating more work for them to re-assemble it so you can use it while you wait.

when you call back hundreds of times you simply waste the time of everyone involved and it only leads to higher repair turnaround times for you and everyone else who has a computer in that shop

OK guys I get the general consensus, but the first 6 words in my original post are - Hi guys, just need to vent. - I do understand it takes time, I know constant calls are not good, I wouldn't want them myself. I dropped it off Saturday - first call Wednesday four days later, told Tuesday latest. Second call - Saturday one week later. Last call - Saturday evening just to see if it was in the shipment I was told had just arrived. Secondtonone and Broad I am not calling everyday nor hundreds of times, three times in a week is not really that bad, is it, and it would only have been twice if I wasn't told it might be in that days order. I only called Apple to find out why a part should take a week to deliver, whole computer systems have come from Apple to my doorstep in less time. I order parts for my business and they are next day or next business day. Venting guys.

OK guys I get the general consensus, but the first 6 words in my original post are - Hi guys, just need to vent. - I do understand it takes time, I know constant calls are not good, I wouldn't want them myself. I dropped it off Saturday - first call Wednesday four days later, told Tuesday latest. Second call - Saturday one week later. Last call - Saturday evening just to see if it was in the shipment I was told had just arrived. Secondtonone and Broad I am not calling everyday nor hundreds of times, three times in a week is not really that bad, is it, and it would only have been twice if I wasn't told it might be in that days order. I only called Apple to find out why a part should take a week to deliver, whole computer systems have come from Apple to my doorstep in less time. I order parts for my business and they are next day or next business day. Venting guys.

Well you are welcome to vent.. we all love a good venting story.. ;)
Parts come from Texas.. not sure if that helps to explain slow but surely..
:)

as for purchases : they come from China- build by the best money could buy ( mostly under paid - staff.. LOL )
of course you will get it to your door in 2 days or less..

Well you are welcome to vent.. we all love a good venting story.. ;)
Parts come from Texas.. not sure if that helps to explain slow but surely..
:)

as for purchases : they come from China- build by the best money could buy ( mostly under paid - staff.. LOL )
of course you will get it to your door in 2 days or less..

I appreciate the support, not sure about Texas deliveries but I'm only going by what I have been told. From the Genius bar Saturday - fixed by Monday, Tuesday at the latest. Apple one week later - part is on back order as it is in high demand. They also told me it could take weeks to come in. Venting is only because Genius bar should have known it is in high demand/back order and sent me off with the laptop, call when the part is in - one week? three weeks? I have to go back anyway to pick it up, I just don't care to make three trips. As I mentioned I guess I just wait.

Parts come from Texas.. not sure if that helps to explain slow but surely..


not true at all..parts CAN come from texas, but they also come from california, pennsylvania, nevada etc...

as for purchases : they come from China- build by the best money could buy ( mostly under paid - staff.. LOL )


again, not really. if you order a CTO machine it *might* ship from china, but it also might ship from a warehouse in CA where it seems apple pre-stocks a bunch of the more popular CTO skus. i have also seen CTO machines arrive from markham

If the part was back ordered, they should have told you. They should also have been in contact to let you know what's up with the repair. As far as I'm concerned, they f'd up.

My friend once had a similiar issue with his MacBook. Only it was the display would blur in and out,

2006 CD MB,

They took so long they ended up giving him a newer unit. *mid-2009* Warranty was 2 days away from expiring.

-Morgan

If the part was back ordered, they should have told you. They should also have been in contact to let you know what's up with the repair. As far as I'm concerned, they f'd up.

agreed. whatever happened to customer service?

That sucks... I always get great customer service from Apple

He was there the second day. He was told it was back ordered.

He was there the second day. He was told it was back ordered.

I wasn't told of the back order until a week later, dropped it off on the 20th of November, called Apple on the 27th and was told then.

Got ya, sorry I misunderstood.

no problem, still waiting too.

Description SVC,DISPLAY CLAMSHELL

Where Used MacBook Air (Mid 2009), MacBook Air (Late 2008)
Availability Out of Stock

yup it shows as out of stock for us too..
sounds like you maybe waiting a while.

What do you assume is a while? Week, 2 weeks?

Kelman, you may have two choices here (other than just waiting) - go and pick it up and wait until the part is in to drop it off again, OR tell them that this wait for the part is unacceptable and is there any possibility that they'd consider replacing the entire MBA. Ask nicely, of course. I think the sticking point will be that your MBA needs repair but it isn't unusable in its current state. I had a leaky G5 that completely died - when the parts were backordered and I said it was my primary machine, I had work to do, etc. etc., along with pointing out my concerns over a machine that had the potential to leak again, they replaced it with a brand new Mac Pro. Needless to say, I was a happy camper. Whether they'll even consider this with a machine that is still functional (more or less) is anyone's guess.

I have a client with the same MacBook Air that needs a display assembly - my current ETA on the part is Dec. 12th.

I have a client with the same MacBook Air that needs a display assembly - my current ETA on the part is Dec. 12th.

When did he bring it in? Is it within the warranty? That date, for me, would make it over 3 weeks plus the time to repair it. I have never had to go through this before, I normally repaired them myself. Is 3 weeks a reasonable wait time?

When did he bring it in? That date, for me, would make it over 3 weeks plus the time to repair it. I have never had to go through this before, I normally repaired them myself. Is 3 weeks a reasonable wait time?

Phone customer relations in Markham and request a new MBA - do not pick up your computer until you have spoken with them.. trust me.. they are the ones to decide who gets a replacement... Oh ya.. kill them with kindness...
Good Luck..

When did he bring it in? Is it within the warranty? That date, for me, would make it over 3 weeks plus the time to repair it. I have never had to go through this before, I normally repaired them myself. Is 3 weeks a reasonable wait time?

Not a normal wait time; and he brought it in this past weekend (Saturday I believe). Under warranty. Most parts I order arrive in under 24 hours, but of course, a backorder does happen from time to time and that's a fact of life.

I once had to wait about a month to get a replacement part for my Mazda under warranty.

Finally you should have got the Future Shop warranty and you wouldn't be having all this trouble!
They would have simply replaced it!

Where did you get the idea I bought from FS? I bought it used when it was 6 months old with AC already on it. Personally not wanting to start anything, there is already a whole thread on the debate, but I would never by a mac from FS. I am going to wait until the weekend and maybe call, haven't called since last Saturday.

Finally you should have got the Future Shop warranty and you wouldn't be having all this trouble!
They would have simply replaced it!

you are so wrong... LOL
they will not replace your computer they will drag the repair along as long they can until it is out of warranty then screw you.. I get so many calls of nightmare stories from future shop nightmares and the future shop warranty...

futureshop quotes people 4-6 weeks for pretty much *any* repair. there is one not far from me and i hear it from their customers all the time

Finally you should have got the Future Shop warranty and you wouldn't be having all this trouble!
They would have simply replaced it!

Complete rubbish. You have no idea how many horror stories I have heard about FutureShop's warranty and how long they keep Macs and other items in for "repair". They have a liberal return policy on new, working items within their 14 day return period for computers. But once out of that period, and you have a broken computer, they will only repair and their repair department is atrocious.

there isn't much in life that is more annoying than a customer calling numerous times to ask if their repair is done...this is true for any business...the car mechanics, getting your tennis racket strung, or a computer repair

if you have to call, its not done. when its done they'll call you. generally speaking, they want to get the repair done just as fast as you do, and once its done they want the computer out of their shop as fast as humanly possible

if you want to get the computer back while you wait, ask them..they'll probably accommodate you. the computer didnt need to be taken apart to diagnose the issue, so its not like its creating more work for them to re-assemble it so you can use it while you wait.

when you call back hundreds of times you simply waste the time of everyone involved and it only leads to higher repair turnaround times for you and everyone else who has a computer in that shop

Very slightly off-topic, but not always true, in my experience.

I bought a lemon machine from MDG a few years back; took it in for repair 3 times in the first 4 months. The 3rd time I was sick of dealing with the machine and instead just went back to the 3 year old iMac. I didn't call to check in on it, just waited for their call.

One week passed, nothing.

Two weeks passed, nothing.

Three weeks, nothing.

Fourth week I called to check the status. It had been repaired for three and a half weeks. It was their policy, I was told, not to call customers when the computers are ready.

Obviously these guys were a serious piece of work, but I'm just saying, it happens.

OP, good luck with it! Hope it works out for you. I'd suggest talking to someone at the Apple Store and seeing if there is anything they can do. I work part time in Sherway (at another store) and have a good relationship with the Apple people there and have always had great service.

Two weeks and still waiting, haven't called since Saturday.

OK, here's the update. Last Saturday I called and was bumped up to the senior rep who took on my case. I called him back a short time ago and he just got back to me. He apologized for the delay, said he called the Apple store to find out the status and confirmed the part is still on back order. He told me I have the option of waiting for the part or receive a replacement MBA delivered to my door. ?? Hard choice eh? I was also given the choice of sending the old one back first and then they send a new one or I give him a credit card # for security and they send me the new one and I return the old one in the same packaging. ?? Send me the new one now. So I need to pick up the old one tomorrow from the Apple store, to send back to Apple when I receive the new one.

Fourth week I called to check the status. It had been repaired for three and a half weeks. It was their policy, I was told, not to call customers when the computers are ready.


has 0 relevance to the discussion at hand. apple lays out strict guidelines for all apple stores and AASPs about how quickly customers are to be contacted when repairs are finished.

glad it worked out nicely for you kelman. that is a bullet in the "why its a good idea to buy applecare" gun

OK, here's the update. Last Saturday I called and was bumped up to the senior rep who took on my case. I called him back a short time ago and he just got back to me. He apologized for the delay, said he called the Apple store to find out the status and confirmed the part is still on back order. He told me I have the option of waiting for the part or receive a replacement MBA delivered to my door. ?? Hard choice eh? I was also given the choice of sending the old one back first and then they send a new one or I give him a credit card # for security and they send me the new one and I return the old one in the same packaging. ?? Send me the new one now. So I need to pick up the old one tomorrow from the Apple store, to send back to Apple when I receive the new one.

wicked.. take the new machine.. have fun and consider how lucky you are they had a back order... only if everyone was so lucky ;) ( pays to have applecare ) ( keep your eye on the refurb site.. you will see your old machine there LOL - just kidding or maybe... )

Thanks! The old MBA was first generation with the 80g HD 1.86ghz and the rep says they will be shipping the new 13" 1.8ghz with the 128 SSD and eligible for the extended Apple Care, which we already applied with my daughters educational discount. Wow she is going to flip when she gets it back - she doesn't know yet, she's been without her own computer for two weeks.

Thanks! The old MBA was first generation with the 80g HD 1.86ghz and the rep says they will be shipping the new 13" 1.8ghz with the 128 SSD and eligible for the extended Apple Care, which we already applied with my daughters educational discount. Wow she is going to flip when she gets it back - she doesn't know yet, she's been without her own computer for two weeks.

Congrats on a good outcome for your story! I'm glad to see that, even after some hassles, Apple came through for you. :D