On Oct 23, 2004, at 3:25 PM, CJ wrote:
Here's my rave/rant about AppleCare's repair of my iBook. A while back, I traded a router, PIII desktop and some other stuff for a white iBook 500 with a dead optical drive and some video problems (the backlight was bad).Well you knew you were stepping into wet cow pies already and probably was going get a little deeper so: Did you check with Apple before buying this machine to see if the Apple ID was correct and still covered, or not stolen, Apple Care will not cover stolen machins. They are very helpful about that, might want a coffee it might be 3 minutes
So I used it for a while with OS 9.2.2, which was installed when I got it. The display got worse and worse and worse until I couldn't take it anymore. I called Apple and waited for about 2 minutes before I got a tech.2 minutes, geez I would not have had time to get my cookies and milk yet, you want to complain about tech support, 2 minute is not too bad.
I gave the tech the serial number that was under the battery, and he told me that the iBook didn't exist.
Probably a previous Apple Care repair,
So I looked in the Apple System Profiler and got a different serial. This one worked. Weird.No thats the real identifier of the machine, unless the MB has been replaced and still again it is th.e #Apple wants
In any case, the tech told me that it was out of support and it would cost $49 to continue the call. I told him about the repair program (it's on Apple's website). He put me on hold for about seven minutes while he "checked it out". When he came back, he set up the repair. I gave my name, number, addy, etc. Then he told me that they could replace the optical drive (combo) with a new one for no extra charge. I agreed to this. I received the box and shipped it back with a prepaid DHL label on it. Apple received the box, fixed my iBook and shipped it back the next day. I had my iBook back by the end of the week, with a new combo drive and a fixed display. But that was not the end of the problems. I took the iBook out of the box and noticed that the delete key was off. The tab on the delete key was are. I called Apple and waited for five minutes this time.Dude you really must not make to many calls to customer care, 5 minutes to get answer, heck I would still have cookies and milk left.
I got another tech and told him what was wrong. He told me that I needed to talk to a product specialist. I was back listening to the hold music for about 5 minutes, when the music stopped and the phone system kept saying "please wait". I listened to this for ten minutes when the original tech came back on and introduced the product specialist. The product specialist sent me a new keyboard and I installed it.So you waited 13 minutes, lets just call it 15 minutes, I have heard the please wait and they always do it right in the middle of a great song.
End of part one
Let me get this straight
You trade a pile of junk get a iBook 500 with a bad optical drive and screen. 15 minutes on the phone, for Apple Care, free shipping both ways, get a new combo drive and the display is fixed and back in your hands within the week, plus another call and you get a free keyboard, so WTF is the problem and is they greatest deal story I ever got or is the the suspense of the hard drive going to blow us away.
I would say your pretty damn lucky and if your posting this as the best deal I ever ripped Apple for, what you forget is there were thousands who had REAL problems and struggled with APPLE CARE for years so you could post this little tale. Nothing is gotten for free, especially Apple, this battle took 2 years or more of people who bought new iBooks and then had screen problems, keyboard problems and spent MONTHS, YEARS, fighting Apple to back up their products and while fighting had to struggle with a crappy computer or in some cases no computer. Apple is only friendly when the courts are on the butt.
So enjoy your deal, complain about 15 minutes on the phone, just remember a LOT of people made it possible for you to get your freebies, what have you done lately to make life better.
Geoff
Ya take the money you saved and give it to charity a lot of people out of work, then that would be worth reading,Coming soon: part two: hard drive problems Any comments?
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