I need some advice on how to deal with Apple:
My MacBook Pro that I purchased on Dec-25, 2009 spontaneously combusted last week. The people who I have spoken to at Apple have told me that it is due to "accidental use" and thus not covered by the warranty. Apple is refusing to replace the laptop or explain to me by what process it has determined the incident to be "accidental use". The guy at the Apple retail store I first brought it to was extremely hostile, took 2 pictures of the laptop, and wrote some notes that I don't have access too. I find this extremely insulting and infuriating. I am always extremely careful with my laptop. In addition, I had noticed that a handful of times over the past few months when the power adapter was plugged in, but the display on the laptop screen indicated that it was not charging. These incidents only lasted a few seconds to minutes, so I never took them seriously. I found out yesterday while doing more reading that this is typical of a defective MagSafe!
Here is what happened: On July, 20, 2010, my MacBook Pro was low on battery charge, I plugged it into the MagSafe connector power supply.
I used the computer for a few minutes while it was plugged in, left my room, came back into the room (this is approx. 10 minutes after I plugged the laptop in), as I was in the room, I hear and see sparks and smoke coming out of where the MagSafe connector is attached to the computer. I quickly unplugged the power adapter and a small flame came
out of the computer that I blew out with my mouth. As you can imagine I was shocked and horrified and took the laptop into an Apple retail store on July, 22, 2010. They informed me that they submitted an 'Safety Escalation Report' and that I will be hearing from someone at Apple. This did not happen. So I contacted 1800-APL-CARE yesterday and was put in touch with Daniel ([email protected]). He informed me that Apple engineers have determined that the sparks/smoke/fire was due to "accidental use" and not covered by Apple warranty.
Since talking to Daniel, I have found several cases on the internet where other people have had almost identical situations to mine -- laptop is left plugged it in, after a while, the laptop caught on fire exactly where the MagSafe connector contacts the computer.
See for example:
Reader's unibody MacBook Pro catches fire!
In this case I cite from another user, Apple replaced the customer's computer at no charge (damages covered by warranty). The only difference between this case and mine is that I unplugged my laptop in time before the flames melted the plastic.
They are having their engineers "reopen the case" but I've had an extremely unpleasant experience at every step of the way so far. You would think that Apple would be willing to take responsibility for a known defect in their product!
Any advice on what I should do next? I am planning on contacting the Better Business Bureau.
Thanks!!
My MacBook Pro that I purchased on Dec-25, 2009 spontaneously combusted last week. The people who I have spoken to at Apple have told me that it is due to "accidental use" and thus not covered by the warranty. Apple is refusing to replace the laptop or explain to me by what process it has determined the incident to be "accidental use". The guy at the Apple retail store I first brought it to was extremely hostile, took 2 pictures of the laptop, and wrote some notes that I don't have access too. I find this extremely insulting and infuriating. I am always extremely careful with my laptop. In addition, I had noticed that a handful of times over the past few months when the power adapter was plugged in, but the display on the laptop screen indicated that it was not charging. These incidents only lasted a few seconds to minutes, so I never took them seriously. I found out yesterday while doing more reading that this is typical of a defective MagSafe!
Here is what happened: On July, 20, 2010, my MacBook Pro was low on battery charge, I plugged it into the MagSafe connector power supply.
I used the computer for a few minutes while it was plugged in, left my room, came back into the room (this is approx. 10 minutes after I plugged the laptop in), as I was in the room, I hear and see sparks and smoke coming out of where the MagSafe connector is attached to the computer. I quickly unplugged the power adapter and a small flame came
out of the computer that I blew out with my mouth. As you can imagine I was shocked and horrified and took the laptop into an Apple retail store on July, 22, 2010. They informed me that they submitted an 'Safety Escalation Report' and that I will be hearing from someone at Apple. This did not happen. So I contacted 1800-APL-CARE yesterday and was put in touch with Daniel ([email protected]). He informed me that Apple engineers have determined that the sparks/smoke/fire was due to "accidental use" and not covered by Apple warranty.
Since talking to Daniel, I have found several cases on the internet where other people have had almost identical situations to mine -- laptop is left plugged it in, after a while, the laptop caught on fire exactly where the MagSafe connector contacts the computer.
See for example:
Reader's unibody MacBook Pro catches fire!
In this case I cite from another user, Apple replaced the customer's computer at no charge (damages covered by warranty). The only difference between this case and mine is that I unplugged my laptop in time before the flames melted the plastic.
They are having their engineers "reopen the case" but I've had an extremely unpleasant experience at every step of the way so far. You would think that Apple would be willing to take responsibility for a known defect in their product!
Any advice on what I should do next? I am planning on contacting the Better Business Bureau.
Thanks!!
