The Mac Lounge forum: apple lies to avoid repairing under Warranty

For starters, I too would be extremely upset if Apple avoided repairing my machine. I was quite dissatisfied with the communication between myself and Apple when I had my original MacBook Pro repaired twice, and then replaced. I never really learned what parts were repaired or swapped, nor did they fix the splitting seams on the edges of the computer. Fortunately, the Mac the manager presented me with has none of the previous problems I encountered. The Genius and manager I spoke with that day were most helpful and understanding, where the last two techs I had dealt with were not so interested in helping me out. Depends on the person, and when you get a good employee, you find that Apple's support is very good. Last time I went in for technical issues, my old G4 fried my 6-month-old WD hard drive. I had bought it there and my Mac caused it to die, so I asked if Apple could work it out. I didn't want to ship it off to WD and wait for it. So the Genius decided he would give me a new one. He walked over to the shelf next to the bar and handed me a brand new one. Nice service for me.

I had the Genius Bar handle my problems, and once everything was sorted out, I was able to happily leave the Apple Store. If Apple is claiming you have caused liquid damage to your machine when you have not, see if you can speak with a manager of sorts. If you're going to one of the retail stores, simply ask for one if you haven't dealt with them already. If that falls through, call Apple's support line and request a representative that's high up in the ranks. Explain the situation calmly and ask what you can do to resolve the problem.

Some tips:
1. Again, stay calm and keep a neutral tone with the employee. Has worked well for me.
2. Pray you get someone who is in a good mood. That really makes things easier.
3. Keep and record everything that has transpired and file it. As boring as paperwork is, it is very helpful to have on hand when engaged in these matters. Present what you have to the representative and explain everything in detail.
4. Try not to directly accuse Apple of anything. I would advise referring to the facts that the Air's warranty has been neglected and that so far the machine hasn't been taken care of.

It seems you have already documented some of your experience, so that will help. Here's a problem though: you say you opened your machine to investigate their claims. I would be very cautious about mentioning this. Under normal circumstances, Apple will void the warranty if you open it up. If you speak of this to Apple, be sure to have that paper handy. Someone may try to use this action as an excuse to deny you any free repair. At this point, I would press for a new machine since you have seem to be ignored. The new Airs are supposed to be much more efficient and reliable than the originals.

As some say, the consumer is always right, for the most part, so Apple should not be contesting this with you. I really enjoy using Apple products, and the company has always come through for me when I've requested assistance. For the majority of Apple's customers, things work well/great, so throwing this out into the mainstream media or court won't do much for you. I would hesitate to turn to legal action at this point; only if the situation escalates to an out-of-control level should you consider the notion. From my experience, Apple's warranty is okay, and their support is generally above average, so I doubt that you could make a successful case out of it all.

If all else fails, send a nice email to Steve. Some high school kid got a free copy of Final Cut Studio 2 a little while back (although why should a person with an 8-core Mac Pro need help buying $1200 software?). You could be lucky and Steve may take a glance at your story. Good luck.

-BMF

Honestly, I can understand you being pissed off. One thing though is that you've got to remember that the CSR isn't out to screw you over, they just are there to get paid. I would call again and ask to speak with a upper level manager about the issue. I would also do a mail bomb, as the consumerist would call it. Basically email higher ups at Apple, and hopefully one of the assistants will help you out. Posting to profile sites like CNET obviously doesn't hurt either. Here's an example: http://consumerist.com/consumer/apple/get-your-defective-laptop-replaced-by-sending-well+written-emails-to-steve-jobs-256931.php
I've not had too many issues with Apple, and when I did have an issue with the iPod Touch (January update), they actually refunded me the money for the software. All in all I wouldn't say the Geniuses at Apple are all that they claim to be, but I've had rather fair experiences from them at least.

I worked in marketing for IBM for nearly 12 years. During that time, two major universities were my customers. Customers who represented major revenue always got the best service available. I can't imagine that Apple would be any different.

One of the first things I did when I left IBM was to buy a MAC. (NOT because I didn't believe in the IBM products I sold; rather, because the philosophy behind the development of the Apple computer, and consequently, its normal "user experience," better suited my needs and desires than did the IBM computer and the philosophy/mindset of its development/"developmentors." "Invisible tool" versus PFM, "pure f_______ magic.")

For the most part, I've been very satisfied with my choice and have continued to purchase better, newer Apple computers as needed. However, I agree with above posts regarding one's success with service depending a lot on one's luck with individual employees. This appears to me to be more true during times of overall financial stress -- like now.

Nevertheless, please note that I will NOT purchase the notebook I was planning to treat myself to this Christmas. I will wait until I see that Apple will not use the sort of excuses that might arise from a carry-around device to blame the user as opposed to the product. Perhaps, if LOTS of individuals without the power of being a major, multiple-user let Apple know how we feel about their service response, Apple will care enough to improve their current service attitude.

I never had a problem with Mac service. They even gave me a brand new MacBook Pro (the latest model) when they couldn't repair my two year machine.

I suspect there might be more to your story.

We recently had a bad experience with Apple also. We purchased a Macbook for our daughter at college, which cost $1000. It was running great until last month. Only 1 year and 4 months after we purchased it, the logic board died. So, since it is out of the one year warranty, and we did not spend an extra $300 on the the extended warranty, Apple refuses to do anything about it.

So, we are wondering why should a person spend the extra money on a Macbook when they can purchase a laptop PC that is much cheaper?? Might as well save your money. Then you won't feel so bad when the logicboard dies!

This was our first Apple computer. We have always owned Dell, HP or Toshiba (All of which are still working and have never died).

I guess Apple has gotten so big and rich, that they don't give a rats behind about the individual persons purchasing their products.

We spoke with thier customer service 4 times. They basically told us "To Bad", it is our fault for not spending the extra $300. They don't care that their technology failed. They also told us that it is not free for them to fix their own products, because they buy their parts froma third party (maybe China??).

Unbelievable! The cost to fix the Macbook was around $500.

Good luck with your issue! Because so far we are not impressed with the Apple company or their faulty technology!