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Mac Forum / General / Portable Macs / July 2005How long is reasonable for apple care repair?
Hi, I bought one of the new powerbook series after the speedbump in February. It broke in April, the screen wouldn't show, although the backlight came on and the computer was obviously working as the itunes alarm clock booted the machine and played music through the speakers. I took it in to an apple care repair store and am still waiting for it to be returned. After a series of calls I was put through to the technician who informed me that the original attempt to fix it had caused something on the motherboard to fault and they were now waiting for that part. He couldn't tell me how long it would be before I got the machine back. I own a mac because I have always assumed that worldwide applecare was efficient and professional. Now on the cusp of my 3rd month without my machine I am starting to get a bit frustrated with the whole thing. The machine has effectively been in the repair shop for half of its life. Has anyone had similar problems? How would I redress them? When is it long enough to demand a new machine from apple or is this simply not possible? regards. Brendan. Usually Apple will repair and return a machine within a few days, often just three. You have a very valid complaint. I would call Apple and insist the machine be replaced within a week. I would keep calling untill you get satisfaction. Your case sounds very unusaul and extreme. > Hi, > I bought one of the new powerbook series after the speedbump in February. It > broke in April, the screen wouldn't show, although the backlight came on and > the computer was obviously working as the itunes alarm clock booted the > machine and played music through the speakers. > I took it in to an apple care repair store and am still waiting for it to be > returned. After a series of calls I was put through to the technician who > informed me that the original attempt to fix it had caused something on the > motherboard to fault and they were now waiting for that part. He couldn't > tell me how long it would be before I got the machine back. > I own a mac because I have always assumed that worldwide applecare was > efficient and professional. Now on the cusp of my 3rd month without my [quoted text clipped - 4 lines] > regards. > Brendan. This is abnormally long for a repair in my experience. I don't know what the Apple/UK policies are, but in the US, all portable repairs are to be sent into Apple's repair depot. The stores just handle the shipping off and return of the unit to the customer. I would suggest calling back and talking reasonably with the repair technician's manager about the problem. Include emphasis on the length of time without the PB. If that does not result in some resolution, call Apple's Customer Relations, not Service and see if you can get some satisfaction through them. You might get a new PB, or a freshly refurbished one as a replacement. You should also get an extension on the warranty period for the length of time the PB was not in your possession. Joe On 7/13/05 1:11 PM, in article db2stb$c3f$1@gemini.csx.cam.ac.uk, "brendan" > Now on the cusp of my 3rd month without my > machine I am starting to get a bit frustrated with the whole thing. If you used a credit card, report the transaction as good never received. Then take all ancillary materials in the box and take it to the place where you bought it. Give it to them and tell them you want another machine, or they face losing the whole sale. ej > Hi, > [quoted text clipped - 16 lines] > enough to demand a new machine from apple or is this simply not possible? > regards. Call Apple. Before you do anything else, find out from Apple if this guy is an authorized Apple repair facility. The line about "waiting for the part" forever is the sort of thing that a gray marketer who can't get the parts at all will give you. If he _is_ authorized then tell them the story and I suspect that you'll hear from the shop right quick after they explain to him his prospects for continuing to enjoy Apple authorization if he doesn't straighten up. Of course they may just pull his authorization on the spot. If he's _not_ authorized ask Apple what you should do--technically the warranty is voided if a repair was attempted by "unqualified personnel" but given the circumstances they may cut you a break. > Brendan.  Signature--John to email, dial "usenet" and validate (was jclarke at eye bee em dot net) |
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