[itou]

That's right... my brand new 867mhz Powerbook that I enjoyed for 10 hours before it was sent off to the Apple dealer was finally fixed today, 7 days after I dropped it off.

It was initially sent for a faulty battery and a faulty ac adapter, then they found that the whole diverter board was screwed and replaced that as well as the battery and the adapter. Before I signed the repair sheet to take the Powerbook back into custody, I saw 1 dent, and 3 scratches on the unit!! I was ready to flip out and scream!!!!

Long story short... they're not admitting it and won't accept my offer to ask them to replace it for me without formally complaining to Apple Canada. They said that I have to prove that the unit was perfect when I bought it in..... (that's totally false too... it's their burden to prove now that the scratches were there before they got it) To make things worse, I've got to wait until their supervisor comes in on saturday (4 more days without my powerbook!!!) to resolve this issue... The technician was a total punk, he screamed at me on the telephone!!!

So before you guys ever sign to take your unit back from service.. make sure you inspect it carefully!!!!!! Also.... take pictures of the unit before you bring it in.. I'm so lucky that I took pictures of the "Grand Opening" of the box and everything before I brought it back in for service as my evidence.

Does anyone actually have the legal reference to the fact that the burden is now on the repair facility to prove that the damages on the unit was there before they got it...? who has the actual legal citation.. I know that for a fact, but I don't have the reference.

Thanks so much!

I'm one pissed camper.... images/icons/mad.gif

[itou]

can anyone point me to the reference of liability issue?

[Nobody]

Can't help you out on the liability issue but I had a similar experience with my PowerBook G3 500 FW (Pismo). Botched repair jobs were done by Computer Systems Centre in Toronto and MacWarehouse Canada. I also had another authorized repair centre in Barrie say they would charge me to open the laptop and look at a problematic LCD UNDER warrantee. I finally took my laptop directly to Apple Canada and they replaced the LCD. Since then it has been rock solid.

Because of my experiences with my Pismo I am not planning on upgrading to a new laptop for at least another year. Prior to these experiences I was upgrading every year.

[itou]

they told me I couldn't take it to Apple Canada directly???

[Nobody]

Sounds like good ole Apple service.

Had a similar experience, my brand new Book was sent to Holland & came back with cracked screen hinges & cracked bottom. Sent it back for repair, after 1 week a Danish women (from "support" called me & said I'd have to pay for it all, after refusing to pay, she literally started SCREAMING at me hysterically making a car analogy!!?? where she asked me if a car company would repair a car I smashed up myself.

Seriously, I've talked to Apple "support" a couple of times, some people are nice but some are totally insane. Such arrogant, crazy, bizarre treatment I've gotten from Apple "support" I've NEVER encountered ANYWHERE in a commercial business!

[Nobody]

Oh, forgot to mention, I had to call the head honcho at Swedish "costumer service", after a little discussion, problem solved.

[Nobody]

http://www.macintouc...pairissues.html

[Nobody]

Apple Canada agreed to take my Pismo for repair because of the string of problems I had encountered with authorized repairs shops. On the last repair by MacWarehouse when I went to pick up my Pismo a white wire was sticking out the back - the tech just pushed it back in. It later caused the LCD to fail. The Apple repair technician acknowledged the shoddy repairs but wasn't surprised. images/icons/rolleyes.gif

[Nobody]

Go straight to the top and phone Apple Canada. They have an interest in not only keeping you as a satisfied customer, but in knowing what their repair centers are doing.

[WaterPlanet]

Well, you can always drive up to Markham (Birchmount & 14th Ave.) to complain. heh heh I doubt that they would turn you away if you went there.

[pjskelti]

Get on the blower immediately to Apple Tech Support in Canada, and without working yourself up into a lather, explain the situation to them and that in future all repairs (if necessary) will be done via Apple directly or else your not interested in continuing to use and support Apple's products if this is the level of customer satisfaction you'll receive.
I've had to something similar myself recently - I'd splurged out for a 550 combo in June/July, and by mid August it'd been to Germany for repair 3 times - 2 MLBs and a PRAM battery (as well as the bottom of the case replaced due to a few scratches and a small dent - this by Apple's own people after the 2nd MLB install. /forums/ubbthreads/images/graemlins/frown.gif )
Anyway, everything's fine and dandy, Apple Tech offer me a 3 month extension to the warranty, and Apple Tech Customer Service offer me Jag upgrade FOC - due to my patience.
So, early-mid October, and by sheer chance, whilst holding my beloved Ti to put it in it's Willow Designs case (a cracking CANADIAN made item), there is paint bubbling and flaking paint around the edge of the button on the front. An enquiry as to the paint issue (read another posters probs on Macuser.co.uk forums that his was refused repair, and different outcomes for posters here also) was responded with it's not covered under warranty, and to repair would be 800 (500/$800 ish), and inspection was 250 or something (160/$250 ish).
The hell flaking/bubbling paint isn't a warrantyable item - so, a phone call to someone fairly high up in Apple UK got the approval for free inspection, and if deemed not to be my fault, a replacement would be fitted. I was also informed that it would be a one time deal - my response to that is BOOCKS - if it goes again within the next 6 months, I'll be explaining my plans to upgrade to a much better Ti - 1 GHz or whatever exists at the time will not be happening nor the iMac FP for my son's room. /forums/ubbthreads/images/graemlins/wink.gif

Well, suffice it to say, I'm a happy bunny again, and it goes to show that if you explain your position without the conversation getting heated, then things can be done to remedy the problem.
Best of luck, and keep us posted (yes, pun intended) as to the outcome. /forums/ubbthreads/images/graemlins/smile.gif

[itou]

Here's my official letter to Apple Canada as of: December 20, 2002
Apple Canada
FAX: (905) 477-6305
Attn: Gail Bartlett
Customer Service Manager
Re: Customer Service Complaint/Applecare
Case# 16306399

I am writing this letter to you now in big disappointment. I am disappointed at the incompetence of your Certified Applecare Technicians and the manner in which they explain themselves when they fail to satisfy their (your) loyal customers. I recently (December 9th, 2002) bought an Apple Powerbook G4 867Mhz (Serial: QT244CT6N4L) with great anticipation only to discover that the logic board connected to the AC adapter input was defective and caused the light on the AC adapter to remain amber instead of green when fully charged. Upon calling your Applecare service telephone number, I brought my then 10-hours-old Powerbook G4 (in its original packaging) to a Certified Applecare Specialist for repairs. Thinking it would be an easy job repairing a simple problem, I was naive to expect my Powerbook be returned in the immaculate condition I sent it in. I found a dent on the cover of the Titanium display, three scratches on the bottom, and a scratch along with some paint-flaking in one corner of the Powerbook G4. When I attempted to ask the service technician how this could have happened, he was furious with me to a point where I just wanted to leave. My less-than-a-day old Powerbook G4 is now scratched, dented, and has paint flaking off just because of a simple service by your Certified Applecare Technician!
When I inquired about the damages, his utter rude attitude asked me in return: how do you know this was not here when I got it? I know for a fact because I have pictures to prove it, I had it less than 10 hours compared to them keeping my computer for more than 6 days, and if there was any damages when they received it, they have to make a note of it and ask me to sign it. I did not accept the computer back in that condition, nor will I ever sign the papers to accept the computer back to my custody in that condition. It was their responsibility to prove to me (rather than me proving to them) that the computer was scratched before they got it and was not their fault.
These visible damages were positively not on the computer when I sent it in. First, I have pictures to prove what condition the computer was before I sent the computer in for repairs. Second, I have had a soft cloth on the display before I brought it in for repairs, the soft cloth is now missing even though the technician claims to have only opened and closed the display just once. Third, I had to personally open up a case number two days after they had custody of the computer and after learning that they did NOTHING but to play around on my brand new computer for 48 hours prior to my contact with them. Lastly, the way the technician put my computer back in the box, without any sort of protection was beyond me!
If you shall require all the evidence including pictures and case numbers, they will be cited hereafter. I will not accept this nonsense in this day and age of customer service. They were rude, they played on my computer rather than to service it, and they flatly denied their responsibility on several occasions. I request a new computer. I have lost faith in your technicians and will not have them service my computer ever again. My Powerbook was only in my hands for a short 10 hours I did not even have the chance to register it yet!
Please understand my frustration. I paid a hefty sum of money for this Powerbook G4 and the way your certified shops handle my case is totally unacceptable. They were rude, denied every single bit of responsibility, and acted like I was begging them to accept my Powerbook G4 in for repairs. Your company should not have people like this to fail your reputation! I have had excellent responses from Apple in the past. Even in this case, some of your service support was good. They exchanged my battery, my AC adapter, and even told me they will change the logic board to make me happy.
But right now, I am not happy. I have lost faith in your service, and have lost all confidence in Apple. Restore my confidence and I will be happy again. I paid for my Powerbook G4 in confidence and pride and have used it for only 10 hours. No computer from Apple should last that short not to mention the terrible customer service I received.
I have been in contact with your people (Customer Service) many times over the past few days. Most of them understand my concern and your people are not the ones I worry. I am concerned with the manner in which some of your certified dealers handles situations. My experience as a customer was nothing but poor. I have yet to receive a confirmation my computer will be returned to me in its original (BRAND NEW) condition, I have yet to receive any word on the status of my complaint, and I have yet to receive the RMA number that I have requested for a week now to exchange my unit for a new one.
If I do not receive a satisfactory remedy. I will complain to the Ministry of Consumer & Business Services in Canada, file a legal claim against your certified Applecare dealer for negligence, write to every Canadian newspaper about this case that is willing to print it, and file a legal claim against Apple Canada for failing to meet the remedies set forth in the Applecare Protection Plan Terms and Conditions.
The case numbers relevant to my complaint is listed here:
Case# 16306243
Case# 16306399
Computer Model# M8858LL/A
Serial# QT244CT6N4L
Best Regards,
Philips Wong

[WaterPlanet]

hey, sorry to hear of your dire frustrations on your experience. Which store is the culprit for their horrible tech support? Let us all know so none of us will ever visit their store.

[Damien]

This is one of the reasons why Apple has been cutting the number of places that are designated as "Specialists" or "Authorized Repair Center". They haven't been accepting applications for new Apple Authorized Repair Centers for quite awhile now. Apple's also begun enforcing a policy that any Apple Authorized Repair Center employ technicians who have passed the hardware repair exams...and keep their certifications up-to-date. No longer will Apple technicians be able to skate by on a certification they reiceived in 1991. Think I'm joking? I've seen it many times.
Apple's instigating and enforcing new standards and is hoping to separate the wheat from the chaffe. I believe this is good news and will, in the end, increase people's satisfaction with Apple Customer Service and repairs. And it will help avoid situations like that which happened to you. It's clear to me that someone unqualified worked on your PowerBook.
Of course, I don't work for Apple (at least not yet ) and am speaking from my experience working as a Mac tech in Manhattan. Talk to any Apple service center that's clued-in and they'll tell you the same thing. Apple service is changing. This is a good thing.
I echo others advice. Get on the phone with Apple Canada immediatly and rationally explain your situation. I'm certain they'll be able to help you. And perhaps the technician (or his company) that provided the bad service will be reprimanded.