New To Mac-Forums?

Welcome to our community! Join the discussion today by registering your FREE account. If you have any problems with the registration process, please contact us!

Get your questions answered by community gurus Advice and insight from world-class Apple enthusiasts Exclusive access to members-only contests, giveaways and deals

Join today!

 
Start a Discussion
 

Mac-Forums Brief

Subscribe to Mac-Forums Brief to receive special offers from Mac-Forums partners and sponsors

Join the conversation RSS
Apple Notebooks Apple's notebook computers including MacBook Pro, MacBook, MacBook Air, PowerBook, and iBook.

I am so disqusted at this point...


Post Reply New Thread Subscribe

 
Thread Tools
nesuser2
Guest
 
Posts: n/a

I understand your frustrations with apple's support. It's not that it's bad, but when something is obviously wrong....they treat you like a stray dog. When I ordered my refurb 30gb ipod, it wouldn't work...straight out of the box. It worked flawless but wouldn't sync at all. I made over 15 phone calls to apple in roughly 2 days and the last person I talked to was casually brushing my problem off like I expected and then he asked how long I had owned it. So, I told him that I placed the order Thursday morning and received everything Friday morning and this was Sunday morning. This is after they are sending me the box to ship it back for repairs. So then, they quickly get everything moving along and replace it. Only to find out it's a firewire cable.... :rolleyes:

EDIT: Lesson here....if you get the wrong answer from one jerk answering the phone....call back and hope you get somebody else. If you don't get somebody else...hang up and call back...and call back. Somebody will tend to you like you should be.
QUOTE Thanks
ZenithApricot
Guest
 
Posts: n/a

Quote:
Originally Posted by starrin
Okay -- so I thought I would do the honorable thing and buy my first mac as I am a software developer and I appreciate their move to OS X.

However after two calls to Apple Support a trip to the Apple Store all I get is a so called "genius" stating that it appears to work and there is nothing I can do -- because I cannot reproduce the problem.

What is the problem?

Well -- It started a couple weeks ago when I brought my powerbook out of sleep and it was frozen. So I re-booted to get a little mac icon -- i looked it up on my trustworthy Dell and it said essentially that it could not locate the OS. Well this was true because it could not see the hard drive in the disk utility when I tried that -- HECK - if I wanted to re-install the OS -- I couldn't!

So Apple Support on the phone walks me through the typical boot from ROM and try some utility -- but it yielded no error results. So we leave it at -- letting it run through a loop test over night and take it to the Apple Store in the morning. In the night the power cord much have loosened and it died in the testing -- but when I plug it back in and restart -- it all boots up just fine.

I still take it to Apple and the guy gives me some long story about how I need to spend several hundred dollars on Apple Care Protection -- NO! I want my laptop to work as ADVERTISED -- I felt like screaming -- hey 3k on a laptop is a ton of money and it should work in a flawless fashion.

So here I am -- a few weeks later now past 90 days and it happened last night coming out of sleep -- I let it sit for a while and it booted fine an hour later -- then I go to check my email one last time - boot it (not from sleep) and I get the problem icon. Currently it will not boot this morning -- I was up unitl 2 AM trying to get it to work as I have a family to feed and I need a computer to do work.

Look -- I know you guys love macs -- I like them as well -- but mine sucks. I have built dozens of PCs in my day and RARELY have had problem that I could not fix in a matter of minutes -- this thing is having significant problems -- no one can help -- Apple Support is not 24 hours -- the "Genius" people cannot do anything unless they see it.


What can I do at this point -- I would love to get my money back and get a ThinkPad. I am a thirty-something engineer with a MS in Computer Science -- I know what I am doing with computers -- this one is just a lemon and I feel hung out to dry. Not to mention my wife looks at me and cannot believe that I made such a bad purchase.

Oh Yeah -- did I mention the air conditioning in my house is 4.5 years old and needs to be replaced -- SO I am having a TERRIBLE week -- luckily it is under warranty and they will be doing it question-free today. Wish Apple would just do the same. Has anyone taken Apple to court over warranty issues -- I am not about to let this just slide.


So WAIT -- I just got done typing this and tried to boot up my powerbook -- and it magically healed itself AGAIN! So when I take it to the store -- they will not be able to reproduce the problem and so goes my Apple experience over and over.
I have the same EXACT problem. I don't know what to do.
QUOTE Thanks
starrin
Guest
 
Posts: n/a

Quote:
Originally Posted by ZenithApricot
I have the same EXACT problem. I don't know what to do.
Okay -- I just read all your other posts -- and your problem seems to be exactly my problem. After repeated attempts - Apple ended up replacing the following:

logic board
hard drive
flex cable (hd to logic board connection)

a couple of questions:

how old is your unit?

i hate to ask it - but do you have the iCare plan?

are you hearing any funny sounds when it happens - specifically out of the hard drive?

how long until the flashing icon appears on the screen on bootup -- in other words do you have a grey screen for over a minute until it happens?

have you started a support case with Apple support?


let me know -- as I believe I can help you out here

Jason
QUOTE Thanks
ectheatreaubs
Guest
 
Posts: n/a

Hey, I just posted on here about my PowerBook HD failing too. I have only had it just over a year and have lost everything. Apple's response was that they would fix it b/c i purchased the almost $300 applecare extended warranty (luckily). But they basically said it was just something that happened b/c it's bound to have errors, and that it was my fault for not backing it all up. Keep in mind that I'm a college student that doesn't have a job yet and is dropping thousands into an education and another 3 grand in a computer. I have talked to 2 product specialists, a customer relations rep, as well as tech support several times.

I am not satisfied with how I've been treated, because I, too, feel that I should be somehow compensated for the fact that their product failed and I've been the victim of their laziness and legality issues. Their responsibility first and foremost is to their customers, not their lawyers. I am planning to file a complaint with the Attorney General which will warrant an investigation into wrong-doing and injustice by the company. Hopefully, even though I'm not a big name customer that invests millions in to their company each year, that I will make a difference. I'd like to stay in contact, so email me at ectheatreaubs@hotmail.com

Thanks, good luck!




Quote:
Originally Posted by starrin
Thank you all for the advice and experience. I do consider myself lucky by way of electronics as I have never had to send back an electronics purchase - not one that I can think of -- and you should see my dedicated Home Theater:-)

However - as I type this, I have a air conditioner being replaced that is only 4.5 years old -- the whole unit! Luckily it has a 5 year warranty.

I am just a bit disappointed right now due to the level of excitement I had when I made the purchase. Not to mention that Powerbooks just are not cheap. I just would like to see Apple throw me a bone if it is in fact a hardware failure. I do realize that these things do happen -- but there is an amount of inconvenience they cause -- many other manufacturers recognize this and appropriately deal with it.

Extend my warranty
new unit
free software

Anything that makes me feel like Apple really wants the small percentage of clients that deal with these problems -- to feel appreciated for being patient.

I bought my wife a Lexus -- at the top of the list is that they were #1 in Customer satisfaction throughout a 7 year lifecycle of the car by all major publications.

When you go into an Apple Store you get/sense/spoken to/told that you receive top-notch -- or in the case of Dell -- "Award Winning" service.

When I think about it - I walked into the store -- dropped over 3k -- less than 3 months and my hd looks to be toast. Should I not get some sort of bone thrown my way. Or do I just say -- "Yup -- looks like my luck is just really bad with Apple - I best just deal with it" -- I know none of you are saying this but after 4 telephone conversations with Apple Support - 1 trip to the Store -- I just feel there is a lot of shoulder shrugging going on.

I will most definitely let them take it into their hands and analyze the issue(s). The last thing I want to hear is that they reformatted the disk and all looks good -- this tells me they didn't know what the problem was -- so how do they know they fixed it? Based on the amount of information that is given to me once fixed -- I would like to see them extend my warranty a bit longer -- just to make me feel better. If these notebooks are relatively trouble free than why not give me 6 months more -- just to make sure it is working properly? I will take this up with Customer Relations - I will also keep everyone posted as to the outcome of this -- as it may help someone in the future.

Thanks again,

Jason
QUOTE Thanks
IcerC
Guest
 
Posts: n/a

I had a problem with the first mac I bought as well. I bought a 2nd GEn I mac, beutiful computer. The screen saver was on and when I refreshed it the screen was has transpartent grey half normal. After hours and hours and hours of phone chit chat and my refusal to drave all the way to the nearest mac servicer they let me return it for a refund. (I was in the 90 days)

___thats not all.. I recently bought another iMacG5 (3rd gen) (trying to forget the first horrorfying experiance)

When I got back I had a problem with the wireless(pain and calls) oh yeah (sent new card) I was at outward bound for a month. I returned to late to return old card and the new one did nothing.

I loved apple before I bought one.

..Sorry to hear you problems, stay sane.
QUOTE Thanks
technologist

 
Member Since: Mar 30, 2004
Location: USA
Posts: 4,744
technologist has a reputation beyond reputetechnologist has a reputation beyond reputetechnologist has a reputation beyond reputetechnologist has a reputation beyond reputetechnologist has a reputation beyond reputetechnologist has a reputation beyond reputetechnologist has a reputation beyond reputetechnologist has a reputation beyond reputetechnologist has a reputation beyond reputetechnologist has a reputation beyond reputetechnologist has a reputation beyond repute
Mac Specs: 12" Apple PowerBook G4 (1.5GHz)

technologist is offline
Quote:
Originally Posted by ectheatreaubs
Hey, I just posted on here about my PowerBook HD failing too. I have only had it just over a year and have lost everything. Apple's response was that they would fix it b/c i purchased the almost $300 applecare extended warranty (luckily). But they basically said it was just something that happened b/c it's bound to have errors, and that it was my fault for not backing it all up. Keep in mind that I'm a college student that doesn't have a job yet and is dropping thousands into an education and another 3 grand in a computer. I have talked to 2 product specialists, a customer relations rep, as well as tech support several times.

I am not satisfied with how I've been treated, because I, too, feel that I should be somehow compensated for the fact that their product failed and I've been the victim of their laziness and legality issues. Their responsibility first and foremost is to their customers, not their lawyers. I am planning to file a complaint with the Attorney General which will warrant an investigation into wrong-doing and injustice by the company. Hopefully, even though I'm not a big name customer that invests millions in to their company each year, that I will make a difference. I'd like to stay in contact, so email me at ectheatreaubs@hotmail.com

Thanks, good luck!
Apple does not make the hard disks it uses. It buys them from other companies, just like Dell or HP or anyone.

And any of these companies will tell you exactly the same thing after the warranty runs out.

If you buy an HP or Dell or Sony PC, and the hard drive dies on the 366TH day of ownership, unless you've bought an extended warranty, you're up a creek. There is nothing special about Apple's policies on this.

You have every right to be upset and frustrated, but hard drive failures are an unfortunate fact of life. Every hard drive will fail sooner or later. Some fail after a month, some after a decade.
QUOTE Thanks
lil
Guest
 
Posts: n/a

To add to technologist's excellent response; it is your responsibility to back up - whatever your computer is, if you don't your playing russian roulette with your precious files. Hard disks are mechanical and can fail at any time.

Apple isn't perfect I shall grant you that, but all I do is each week, a back up my data files on to a CD-R disc (using multisessions so I don't have to use a new disc every time, until the CD-R fills up).

I got 50 80min CD-Rs for something silly like 10, and it means that all my iTunes, documents, pictures, everything except my applications (no need to, those can be easily reinstalled again from their CDs) are backed up regularly.

I'm not saying this to rub it it, I'm saying this to inform you that actually, backing up doesn't have to mean a large outlay. In fact after you have done it the first time, it probably doesn't take me more than 10 mins to back up new files, burn them, write the backup date on a slip of paper, pop it in a jewel case safely and I'm done for the next 3/4 days.

The problem with hard disks is their inherently amazing mechanics (something overlooked), spinning at 90 times a second (on later PowerBooks they are all 5400RPM) and then taking all the bumps and knocks from being in a portable system. Apple seems to use Hitachi GST mechanisms (Travelstar ones which they purchased off of IBM's disk division) which you will find the very same drives in use on the ThinkPad series.

I had a similar issue myself even to this, keeping Classic well away from it has ensured that it has run faultlessly.

I do hope you all get some resolutions to your problems, but in summary, it doesn't have to be expensive to back up; it's a life-saver, just requires a little time to do it at least each week (depending on how much you work on).

Vicky :Flower:
QUOTE Thanks
rberry88

 
rberry88's Avatar
 
Member Since: Jun 24, 2004
Location: Arlington Heights, IL USA
Posts: 476
rberry88 will become famous soon enough
Mac Specs: 17" Flat Panel iMac -15" 1.5GHz, 80GB HDD, 128MB ATI video card, 1GB RAM- PowerBook

rberry88 is offline
I you purchased the product less than a year ago then you are entitled to the full Applecare warranty. You have from the date of original purchase of the machine to purchase the Applecare Warranty to extend the warranty to 3 years. During the 1st year of ownership, as long as you don't do anything to the machine to void your warranty (open up Apple-only tech areas) then they will fix or replace the unit as need be.

I have a 17" G4 iMac that I purchased the Applecare warranty on since day 1 and have never had a need to use it. On my Powerbook, 1.5GHz 15" G4, I purchased last November, I just purchased the Applecare warranty 2 weeks ago. My Powerbook hasn't been as lucky as my iMac, the hard drive went bad back in May and I took it into the Apple store (Genius Bar) and they fixed it (replaced HDD) in 4 days. And in July, my optical drive acted up and ate a CD . I took it to the Genius Bar in-store and they replaced the optical drive in 2 days. Neither time did I have to purchased the Applecare warranty and when offered I simply told them I would wait until it closer to the 1 year mark since it was currently covered.

Now, if you purchased the product from a 3rd party then you should have registered it right away and found out the original purchase date as determined by Apple. There is no reason for them to decline service to you (in-store) under warranty if the machine was indeed purchased new from Apple within the prior 12 months.

Looking for a PowerMac G4 for $500 or less USD.
QUOTE Thanks

Post Reply New Thread Subscribe


« Airport card | Samsung memory?? »
Thread Tools

Currently Active Users Viewing This Thread: 1 (0 members and 1 guests)
 
Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts
BB code is On
Smilies are On
[IMG] code is On
HTML code is Off
Trackbacks are On
Pingbacks are On
Refbacks are Off
Forum Jump

Similar Threads
Thread
Thread Starter
Forum
Replies
Last Post
Sleep Light--what's the point? Stevejac Apple Notebooks 9 03-09-2004 12:42 PM
point of curiosity 10.2.8 unl33t Apple Notebooks 10 10-03-2003 08:49 PM
G5 Review from a newbie mac'ers point of view sKaD Apple Desktops 11 09-08-2003 07:50 PM

All times are GMT -4. The time now is 09:51 PM.

Powered by vBulletin
Copyright ©2000 - 2014, Jelsoft Enterprises Ltd.
X

Welcome to Mac-Forums.com

Create your username to jump into the discussion!

New members like you have made this community the ultimate source for your Mac since 2003!


(4 digit year)

Already a member?