glad you finally got help...
it's sad to hear Apple is suffering from the "hire cheap help"
syndrome that's been afflicting tech support for so long...
seems it's hard for middle managers to get the point that although it
may reduce costs locally for a time, every negative experience
customers have reduces the overall confidence in the product, and
impacts future sales.
Sandra Ragan
www.plumdigital.com
On Jan 12, 2006, at 7:32 AM, Amber R. wrote:
On 12-Jan-06, at 7:11 AM, Tim Hodgson wrote:
At 12:19 PM -0800 01/11/2006, Amber R. wrote:
I have just had a very frustrating conversation with Applecare and
was told that the keyboard and latch on my Powerbook are not covered
at all.
I'm pretty sure that's nonsense. See the T+Cs:
<http://www.apple.com/legal/applecare/app.html>
No mention there of keyboards or latches being excluded.
TimH
Hi Tim,
It appears that the customer care agent was quite far off base.
Since my message to the list, I was able to go up the line a little
and talk to somebody who could actually do something. As a result,
when I took my PB into the service center, he did a quick once over
(just asking for very basic info) and told me that a full inspection
was not going to be required and that the parts were being ordered
immediately. He also told me that they usually hold onto computers
until the parts come in but that Applecare had told him to let me
leave with the PB and return when they call to indicate the parts are
in, for installation.
So....it appears going up the chain of command does help. However, it
is a rather sad state of affairs when Applecare Customer service does
not understand their own policies and coverage and furthermore, that
they don't realize a keyboard and latch are considered hardware !!
Anyway, just waiting for the parts now.
Thanks to everybody here for their information, advice and support
with this frustrating incident.
Amber
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