Re: Applecare on Powerbooks ?

[Peter Saint James]

On 12 Jan 2006, at 9:32 AM, Amber R. wrote:

 it is a rather sad state of affairs when Applecare Customer  
service does not understand their own policies and coverage



Unfortunately, this is not confined to Apple.

	To my mind, the problem is that the techs (using the word loosely)  
are not trying to increase their knowledge.  They figure they're in a  
dead-end job that they will get out of soon.  They should be spending  
spare time reading the literature pertaining to their job.  Instead  
their downloading things to iTunes or something.


	I find this just about everywhere.  I have to explain to clerks in  
hardware stores what basic pieces of hardware are.  When those same  
clerks have no customers to wait on, they're leaning against the wall  
yacking with other employees rather than looking at the shelves or  
reading product literature so they knows a bit more about what  
they're doing.


	Same with Apple techs.  They should be reading up on the items they  
are supposed to know.  Even if it is a dead-end job, the knowledge  
will be useful in the future.



Peter


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Re: Applecare on Powerbooks ?

[sandra ragan]

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:

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.


Soit 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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Re: Applecare on Powerbooks ?

[Amber R.]

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:

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.


Soit 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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Re: Applecare on Powerbooks ?

[Tim Hodgson]

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:



No mention there of keyboards or latches being excluded.

TimH



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Re: Applecare on Powerbooks ?

[Terry McCune]

Hello everybody,

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 am still under the Applecare warranty period and was actually told 
by Applecare technical support that these items were covered.


However, in talking with customer care, they have advised me that 
Applecare only covers hardware.   Are the latch and keyboard not 
considered hardware ?


Has anybody here had any problems with getting these two items 
repaired under Applecare ?


Amber



OK Amber, no more Ms. Nice Girl. It's time to unleash that inner Junk 
Yard Dog that's within all of us.
Keyboard and latches are hardware. Any one who says differently is 
rolling a  barrel of bushwah.
Ask to go higher on the food chain. Drop hints that you're consulting 
an attorney. Mention the Better Business Bureau, the Ministry of 
Consumer Affairs (if you're in Canada) or some consumer rights group.


--
Terry McCune

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Re: Applecare on Powerbooks ?

[Sharon Kantanie]

Part of the plastic came off the battery  latch of my dual USB iBook  
a few years ago and Applecare would not replace it, saying that this  
problem could have only been caused by user abuse, not a defective  
latch. I know I didn't abuse my iBook, but after talking to several  
techs, the only option I was given was getting a new encasement at my  
own expense. I actually resorted to a cheaper solution of using tape  
to hold in the battery.


Sharon Kantanie

On Jan 11, 2006, at 2:19 PM, Amber R. wrote:


Hello everybody,

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 am still under the Applecare warranty period and was actually  
told by Applecare technical support that these items were covered.


However, in talking with customer care, they have advised me that  
Applecare only covers hardware.   Are the latch and keyboard not  
considered hardware ?


Has anybody here had any problems with getting these two items  
repaired under Applecare ?


Amber



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Re: Applecare on Powerbooks ?

[[EMAIL PROTECTED]]

On 1/11/06 3:19 PM, "Amber R." <[EMAIL PROTECTED]> wrote:

> Hello everybody,
> 
> 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 am still under the Applecare warranty period and was actually told
> by Applecare technical support that these items were covered.
> 
> However, in talking with customer care, they have advised me that
> Applecare only covers hardware.   Are the latch and keyboard not
> considered hardware ?
> 
> Has anybody here had any problems with getting these two items
> repaired under Applecare ?

Amber - this is patently untrue. Call again and if this tech "support"
person makes the same claim, firmly but politely request that your call be
transferred to a supervisor. The first person you talk to is a gatekeeper
whose job is to make you go away.

I've had three keyboards replaced. My first iBook lost the 'e' key and
without question the tech support woman immediately asked for confirmation
of my address to send a new keyboard. My second iBook the keyboard failed
entirely and I was warned that when I returned the original keyboard it
would be examined for abuse and water damage and I might be charged full
price. I was quoted $99 if I remember correctly. I was not charged.

My current PowerBook has had 2 keyboard replacements. The first developed a
stuttering '5' key - sometimes it wouldn't type and other times it double
typed. Of course the PowerBook keyboard isn't user replaceable. It was
replaced under warranty. This winter the latch began to sporadically fail to
close. This was repaired under AppleCare extended warranty AND when it was
returned the paperwork mentioned a new keyboard. The backlighting had
stopped working on the number keys and I guess the tech noticed it. I didn't
care and hadn't even thought about getting it repaired.

BTW, if you have a local Apple store or independent dealer you might want to
deal locally rather than over the phone. I think it is much easier to say
"no" to a voice over the phone than a up close and personal.

david




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Re: Applecare on Powerbooks ?

[Amber R.]

On 11-Jan-06, at 1:46 PM, rob wrote:

I don't know what is wrong with your keyboard, but when two of our  
keys were malfunctioning, I made an appointment at the genuis bar,  
I took it in to the apple store, the genius took the keyboard out,  
removed six component pieces of the keyboard and replaced them.  He  
never even me if I had Applecare (which I do).


I wish we had access to the Genius bars here (Vancouver, B.C).
However,  I have go through the regular service provider, he has to  
order the parts and then I return to have them put in and you  
sometimes have to leave it with them for 2-3 days to do that.


Amber

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Re: Applecare on Powerbooks ?

[rob]

I don't know what is wrong with your keyboard, but when two of our  
keys were malfunctioning, I made an appointment at the genuis bar, I  
took it in to the apple store, the genius took the keyboard out,  
removed six component pieces of the keyboard and replaced them.  He  
never even me if I had Applecare (which I do).



On Jan 11, 2006, at 12:19 PM, Amber R. wrote:


Hello everybody,

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 am still under the Applecare warranty period and was actually  
told by Applecare technical support that these items were covered.


However, in talking with customer care, they have advised me that  
Applecare only covers hardware.   Are the latch and keyboard not  
considered hardware ?


Has anybody here had any problems with getting these two items  
repaired under Applecare ?


Amber

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Re: Applecare on Powerbooks ?

[Van Snyder]

Amber -

I had a latch issue with my pb12 867 and it was replaced.  I believe
they actually replaced more than the latch, but I remember they
replaced the latch as well.


Good luck!
--Van

On 1/11/06, David Rodriguez <[EMAIL PROTECTED]> wrote:
> Hi Amber,
>
> The squeaky wheel gets the grease.
>
> Ask to speak with a supervisor and clearly EXPRESS your position that
> this is hardware by definition.
>
> http://www.apple.com/legal/applecare/app.html
>
> "An Apple-branded mouse and keyboard are also covered under the Plan
> if included with the Covered Equipment (or purchased with a Mac mini)."
>
> Dave
>
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Re: Applecare on Powerbooks ?

[David Rodriguez]

Hi Amber,

The squeaky wheel gets the grease.

Ask to speak with a supervisor and clearly EXPRESS your position that  
this is hardware by definition.


http://www.apple.com/legal/applecare/app.html

"An Apple-branded mouse and keyboard are also covered under the Plan  
if included with the Covered Equipment (or purchased with a Mac mini)."


Dave

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Re: Applecare on Powerbooks ?

[Larry Sica]

On 1/11/06, [EMAIL PROTECTED] <[EMAIL PROTECTED]> 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.
>
> >Has anybody here had any problems with getting these two items
> >repaired under Applecare ?
>
> Apple refused to repair our Lombard's keyboard under AppleCare, back
> in the day.  And their cost estimate was >$400.  Ended up buying used
> parts on LEM Swap and doin it myself.
>

I know on the backlight keyboards they will replace them if the
backlight fails.  I know someone who got it replaced..

-- Larry
"there are three things to cry for in life - things that are lost,
things that are found, and things that are magnificent.~douglas
coupland"


[EMAIL PROTECTED]
http://www.roadtobabylon.org
http://www.citruspub.net


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Re: Applecare on Powerbooks ?

[darm0k]

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.


Has anybody here had any problems with getting these two items 
repaired under Applecare ?


Apple refused to repair our Lombard's keyboard under AppleCare, back 
in the day.  And their cost estimate was >$400.  Ended up buying used 
parts on LEM Swap and doin it myself.


FWIW,
- Dan.

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Re: Applecare on Powerbooks ?

[Brian Scott Oplinger]

Amber R. wrote:
Has anybody here had any problems with getting these two items  repaired 
under Applecare ?


Perhaps like batteries they are considered 'normal wear' items and as 
such aren't covered? Although it would be nice for these things to be 
spelled out better in the Applecare documentation.


Brian

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