cracked trackpad on 15" (almost 3mo old) macbook pro
Here is the letter I wrote tonight and am sending to Tim Cook and others....
I am writing today because although I have been an Enthusiastic Apple Supporter since 2004, very much so, today I am so very disappointed.
I am feeling completely unsupported by Apple and let down.
During this decade I have bought, used and cherished 2 MacBooks, a 21" iMac, 2 iPads, 2 iPhones, 3 Nanos and a shuffle......and have turned many friends into Apple loyalists.
Each of my Macs and devices became an essential, exquisite part of my life.
I know that is exactly what Steve Jobs hoped for. He accomplished his dream and lived long enough to know it.
Now my belief in the Apple Culture is genuinely shaken.
Here's the story:
I purchased a 15" Macbook Pro on Thanksgiving Day, 2013. I love it! 2 Nights ago, Feb24, 2014 I walked back to my computer after grabbing a snack at 5pm. I had been working on it all day long in my home office. It had not been moved. I looked down and noticed what looked like a beautiful, glistening spider web on the trackpad. I thought it was a misplaced thread that had blown over while I walked away.
OHHH, NO.....to my disbelief it was a crack in the track pad. The computer had not been moved all day, nothing dropped on it from the ceiling. As a matter of fact the computer has never been dropped. I made a Genius Bar appointment at the North Shore Mall in Peabody, MA for the next day, certain it would be covered by the warranty.
To my chagrin, I was told that even though it was not my fault, Apple Care would not cover the cost and I would have to pay $438 to fix it. I had walked into the Apple Store fully expecting that my less than 3 month old $2000 computer would be taken care of at no extra charge to me and I was ready to plunk down the $350 to extend Apple Care for 3 years, as I always do.
Here is the Problem:
I felt sad, disappointed, let down and NOT taken care of by my favorite Corporation. I had assumed that Apple was different from all the others. I assumed it cared about its customers as much as its bottom line. I learned differently yesterday.....and I am extremely upset today.
I have invested $2000 in a 15” Macbook barely 90 days ago and am ready to spend another $350 to extend Apple Care.
Another $438 to fix a beautiful high quality product in less than 3 months after purchase does not seem like a proper approach.
BTW, a search on Google showed me this problem is quite common on new computers with normal use.
Thank you for your prompt attention,
Cathy Marie