apple lies to avoid repairing under Warranty
by stiiphiin - 12/4/08 5:59 AM
I was a big Apple fan until a really bad warranty experience this october.
I bought a macbook air a week after launch and loved it despite frequent overheating, spontaneous shut down issues, keyboard backlighting issues, loud fan noise, feint electrical shock issues, etc.
I used the macbook air everyday until it died and wouldn't start after i closed it to put it into standby.
apple wanted $1500 for the repair because they said it was my fault because i spilled soda on it. i politely called them back to tell them how the macbook failed. i asked them to investigate it further for proof i didn't spill liquid on it because spillage generally has certain tell-tale signs left behind that I doubted they would find because I didn't spill anything on it. they refused and would not send me photos of their proof while they had it in their care, but were happy to call me and offer to fix it if i paid the cost for it. this was not acceptable, the macbook air failed under normal usage, i should not be out of pocket for it's repair.
I took the macbook air home and opened it up to check on their claims. i have a fairly strong technical background. I've been building, repairing pc boxes and giving technical support since I was 14yo back in the day of dos and 386. i have seen the trials and errors of over-clocking and water-cooling a motherboard. I spent a year as a sound engineer/ dj fixing microphones that singers spat too much into. my brother owned a mobile phone store where i helped people fix phones that were dropped into the toilet and spilled drinks onto. I have a good idea what a liquid effected circuit board looks like.
the internal evidence of the macbook air was absolutely contrary to their claims of spilled soda. I sent them back photos proving they were wrong and confronted them with evidence proving they lied to me (and they did lied to me and made claims that were untrue). in response to this they changed their story when they were proven wrong. i sent them back the same photos again tearing apart their second version of how i spilled water on the macbook air. at this point they just became evasive and avoided saying anything that could be disputed by evidence. they refused to admit they were wrong.
since than they have really backed off all claims that i spilled liquid on the macbook air but at they same time they wont consider the possibility of humidity damage or condensation or the fan sucking up moist air. they apparently believe that it is fair to void my warranty for accidental damage whilst at the same time not really having to justify what the accidental damage was or how it happened.
they should not be allowed to get away with this. if any one else has had an unfair warranty experience please add to this post. i think apple's poor warranty support is a great issue to bring to media attention. apple's a big brand and i think would get a lot of media interest. i am also open to legal action at this point.
extremely disgruntled customer