iBook repair program - my call to Apple

Posted on January 29, 2004 
Filed Under Macintosh

I just got off the phone with Apple, where I spoke to Chris a “support specialist” I believe his title was.

At first, I spoke with Justin and he didn’t want to talk to me because I was calling about a product that wasn’t covered under AppleCare. I then said I only wanted to ask questions about the iBook repair program and I wasn’t looking for tech support. After a few minutes on hold, he transferred me to Chris.

Short company-line answer is that the engineeers have identified “a component” only found on the 5/02-4/03 iBooks that causes the video problem. I spoke at great length with Chris about the fact that my iBook, regardless of whether or not it has this “component” exhibits the exact same symptoms as the other machines and Apple isn’t even giving it a chance to find out if it’s the same problem. I said “take it back and look at it at no charge to me. Tell me exactly what is wrong with it and prove to me it’s not the same problem.” Give me a fighting chance here. I spent $1200 on a computer that lived for only 15 months. Of course, no dice. I have a case number dated 10/02 which helps back up my claim.

He said that all calls are logged and they are looking at the message boards. If there’s enough response from folks in my situation, they may re-examine the repair extension and widen it. Then again, they may not. But the only way to make that happen is to get your voice on the record so if you are in the same situation call 1-800-275-2273. Remember BE NICE. The person on the other end is just doing his job and he probably can’t change anything personally.

I just posted this info to the discussion forum so we’ll see if anything changes.

Comments

One Response to “iBook repair program - my call to Apple”

  1. Jesse on January 30th, 2004 10:08 am

    As much as I love Apple and their products, I’ve noticed two things:

    1) When their products have a problem, it’s often a really BIG problem.

    2) Since the demise of 800-SOSAPPLE their support has been just plain laughable. Seriously.