[hosttds]

As quoted from: - Update as of 12/25/2009! - MyAppleExperience(dot)Com
This is my true story and experience with Apple Computers of which is ongoing, and never seems to end.

Apple has, once again, stiffed me and left me stranded. On Sunday the 13th December 2009, I had called into Apple computers once more as my laptop had once again, failed. It’s trackpad and Keyboard assembly had ceased to function properly. Upon calling into Apple, the technician notified me that this was a known issue with the trackpads and that the Apple engineers were working to correct the problem accordingly. In an effort to help correct the issue in the future, he suggested that I replace my laptop and send the existing one back to Apple for testing.

35-40 minutes later after being placed on hold, the technician came back to notify me that my local apple store would gladly perform the exchange. I was unable to make it to the store that day, however, the next day I arrived bright and early knowing full well that I may very well have to contact Apple via phone to sort things out as the Store would probably botch things up. Shortly after arriving, I speak with this very nice lady who takes the laptop (In it’s original box with ALL accessories), runs the serial number through the system, and notifies me that it is supposed to go in for repair and NOT replacement.

I explain the situation to the lady and she shows me that in the system, it is marked as a “repair” status, not a “replace” status. I leave the store quite angry, go home, and do some digging online to see whom I can contact in Apple — the higher up the chain, the better. I found the number for a lady that was essentially as high as you could go in Apple. I was transferred to Apple Canada (Apple Canada handles US Overflow) and spoke with an executive of whom wanted nothing more than to look through my case and come up with a decision.

An hour or two later, I receive a call back, and was told that I would NOT be able to receive a replacement, but only a repair. I tell the lady that I was told I would receive a replacement, and she wanted to hear nothing of it. I let her know that my offices phone system records ALL incoming and outgoing calls, and that I could be able to send her a recording of the representative stating so.

After an hour or two of digging out the recording through all of my calls to Apple, I managed to find it and sent over the 180 Meg WAV file.

An hour later, I receive a call from her stating that they will replace the laptop as I was “under the impression” that it was to be replaced, however, as there were “minimal repairs” done to the laptops over the course of the past year, that I am “lucky” that I have received another replacement at all.

The next day, I drop by the Apple store to get my replacement. My existing laptops expansion ports were malfunctioning, of which prevented me from performing an up-to-date backup. I requested that the hard drive be removed or placed in an external enclosure or SATA->USB adapter so I can fetch my data as I was unable to do so. I was notified that the data transfer would be $100, regardless of if I was unable to perform a backup due to the failure of their hardware. I was reluctant to leave without the replacement, however, I once again did.

I contacted Apple once again and they refused to perform a data transfer regardless of how their flawed hardware was behaving.

I removed the hard drive myself, backed it up to a CentOS 5 machine, wiped it over night, and then re-packaged it all up and went back to the Apple store one again the following day. I finally received the laptop on that Thursday.

Monday comes, and of course, the trackpad malfunctions once again. I contact Apple Corporate, fed up with the issues, and demand a refund while not willing to accept anything else. I’ve been requesting a refund nearly every month for over one years time now, denied each time due to the fact that it’s not “justified” due to the amount of issues I have had. I was told I would receive a call back within 24 hours so the person can look through my case history and bring this up to his superiors so they can make an educated decision.

It’s now Friday, December 25th 2009 and my initial call was placed on Monday December 20th, 2009. I have yet to receive a call back, and I’ve been calling several times daily only requesting resolution in a peaceful and polite manner.

I am sick and tired of the countless issues of which I have encountered with Apple Computers and will no longer stand by their products. I will only use Windows 7 and various distributions of Linux, and will no long purchase any Apple Products. If I am declined a refund, I will be contacting my lawyers and will be seeking a refund through legal routes.

To add on a bit more information, between the time of my initial writing and this writing, I had TWO OTHER laptop replacements. I am now on Laptop number 6, of which is also malfunctioning. I refuse to continue to use malfunctioning hardware at a cost of over $2600.

I demand that Apple refund my money, regardless of whether I keep this computer or not. At this point, all of my work must be performed on my Windows machine as I am unable to guarantee the integrity and safety of my work as a computer programmer on my Apple product.

I am making this public so the general population is aware as to how much their recent products, quite blatantly, suck. I’ve never had issues with previous Apple products. The Pre-G3 computers, Powerbook G4 12″, MacBook Pro 15″ (2006, first edition) — they were amazingly stable and rock solid machines. However, the new MacBook and MacBook Pro computers are just horrid and have nothing to show for their price.

I want my money back, and will not accept anything less than a refund at this point.

[seen.to]

SIX replacements!

I've had my MBP for about a year and haven't had any problems with it.

I'm finding it difficult to believe that you've received six faulty machines so I'm assuming that Apple are finding it just as difficult to believe, hence their reluctance to keep throwing new laptops your way.

If I was them I'd give you a full refund on the understanding that you sign an agreement to never purchase another Apple product again.

[freelancr]

Sounds like a story... a big seo bomb of bullshit...

[hosttds]

Originally Posted by freelancr

Sounds like a story... a big seo bomb of bullshit...

It's not a big SEO bomb of bullshit at all.

Sadly, I've got hundreds of phone recordings sitting on my Trixbox system to back it all up, as well as 40+ Apple Case ID numbers, Receipts, and documentation of which I've had to sign for repairs and replacements.

I wish this were a story, but it's not.

In addition, you'll also notice that there is not one single external link on that website.

I care about getting the word of the story out there with the hopes that *maybe*, Apple will finally do something. I don't want to take them to court to get a refund on a $2600 laptop that never worked -- something they refuse to do.

[Jed Hunter]

steve jobs has an email address, think it's steve@mac.com or something might be worth a try emailing him directly. I'm sure you can google to find it. I've had mixed luck with Apple hardware—but I simply wouldn't use anything else as I like the way they are designed—I'm not under any illusions that Apple aren't a corporation—I personally don't like all the mac 'cult' thing. I like the fact that I can customize my system just how I like and I can't stand the way windows does things. If I didn't use software that doesn't run on Linux I'd possibly give it a try but I do find using a Mac an experience that I enjoy and therefore don't have any desire to switch to Linux except for geeky hobby shit that I have no spare time to do at the moment anyway.

Sorry to hear you're having so much trouble I hope you get it sorted.

Adam

[PointandStare]

sadly you've nothing better to do on xmas day but type that lot?

[Paddy]

Bewarned of hosttds' grammar and spelling circa Christmas 2009.

[b.]

My macbook pro has been a long list of problems. That said, I wouldn't change back to windows. Not because I'm a devotee, but because I like the way the operating system works, and the software is really nice.

[hawken]

People who have numerous problems with computers are either:

a. extremely unlucky
b. abusive users who like to take things apart or mess with system files at the first sign of something not working as well as it should. Yet they rarely admit this and blame the problems entirely on the various replacements of repairs they get.

you sound like b.

[hosttds]

Originally Posted by hawken

People who have numerous problems with computers are either:

a. extremely unlucky
b. abusive users who like to take things apart or mess with system files at the first sign of something not working as well as it should. Yet they rarely admit this and blame the problems entirely on the various replacements of repairs they get.

you sound like b.

Not at all, in fact, I make my living developing software and hardware combinations for web hosting companies (I shut mine down due to conflict of interest).

Not one of my computers has had a single dent or scratch -- they were all in absolutely mint condition.

I spoke with Apple again earlier today -- they're refusing to do anything more than continue to repair the laptop (Such as what I've requested -- a refund).

In fact, to add icing to the cake, they've gone and asked me to work with their engineers to help find and correct this issue.

I'd be much more willing to help if they'd just give me my damn money back.

P.S. -- out of the 130 web servers I manage, the 8 computers I've got sitting here at home, and several hundreds of other computers of which I've built and maintained over the years, this is the ONLY one of which I've had issues with. Before placing the blame on a person, bother yourself to read what they've written.

[Jed Hunter]

As far as I know if you have 3 hardware problems with the same apple machine (can be the same problem or different problems) You are due a replacement. This has been my experience with Apple and is true according to the local Apple Shop where I live. I had an iBook years ago that had a creaky lid to the point where the screen felt like it was going to snap opening and shutting it. I sent it back they 'repaired' it. Came back the same. Then they sent a replacement. Same thing. Then they repaired it again—same thing + the tech had scratched the shit out of it and it was brand new. Eventually after 3 or 4 replacements they upgraded me. I think the experience took about 1.5 months to deal with. It was extremely stressful but it did get sorted. Try and think that it seems way worse during the experience—that's not to make light of what you're going through—basically you're not in control they are—and to put it lightly that sucks!

I would say I'm with bjzaba on this one. Not a 'devotee' by any means they just make the best operating system around + I've got a lot invested software wise with macs. I couldn't imagine using a different brand of computer. On that note there are certain things on a default mac setup that irritate the shit out of me. The dock being one of them so I have a lot of utilities that make the experience much better. Anyway sliding off topic. I'd say don't lose your temper no matter how angry you are getting. They won't help you if you are a dick no matter how much of a dick they are being. Like it or not they are in control of the situation unless you bring lawyers into the picture which will be out of your pocket anyway (and even if it isn't the stress will be just as bad if not worse!) Play their game if you're polite and persistent enough (and move up the chain each time) you'll eventually get what you want/deserve.

Good luck

Adam

[CharmingMan]

this is why i have gone off macs really it such a closed architecture that you cant repair anything yourself and it ends up costing a fortune

[hawken]

Originally Posted by hosttds

Not at all, in fact, I make my living developing software and hardware combinations for web hosting companies (I shut mine down due to conflict of interest).

Not one of my computers has had a single dent or scratch -- they were all in absolutely mint condition.

I spoke with Apple again earlier today -- they're refusing to do anything more than continue to repair the laptop (Such as what I've requested -- a refund).

In fact, to add icing to the cake, they've gone and asked me to work with their engineers to help find and correct this issue.

I'd be much more willing to help if they'd just give me my damn money back.

P.S. -- out of the 130 web servers I manage, the 8 computers I've got sitting here at home, and several hundreds of other computers of which I've built and maintained over the years, this is the ONLY one of which I've had issues with. Before placing the blame on a person, bother yourself to read what they've written.

I was under the impression that you can only get a refund in the first two weeks, after that they will repair it for one year. Sounds like you've had the thing apart so your warranty is also probably void.

[hosttds]

Originally Posted by hawken

I was under the impression that you can only get a refund in the first two weeks, after that they will repair it for one year. Sounds like you've had the thing apart so your warranty is also probably void.

The warranty is not void.

The manual specifically states how to open it up to reach the user-serviceable parts, and if that voided my warranty, I'll most definitely be taking them to court.

I'm already speaking with my lawyers about what to do since Apple is just refusing any type of compensation, and have been since day one. Even when I was still within my "14 day refund period".

[freelancr]

Originally Posted by hosttds

if that voided my warranty, I'll most definitely be taking them to court.

urgh I hate this kind of attitude, really makes you come across as a poisonous little weasel.

[hosttds]

Originally Posted by freelancr

urgh I hate this kind of attitude, really makes you come across as a poisonous little weasel.

Think of me as you wish. I don't make empty threats. They want to continue to provide faulty hardware and not provide a refund, they'll deal with it the hard way.

All I've asked for is a simple refund on a product that has never worked right. It's quite simple. If it works, I keep it. If it doesn't, give me my money back.

You don't want to give me my money back? Deal with my lawyers.

[hawken]

you don't state:

model

date of purchase

anywhere in this thread. Some laptops have the HDD buried under mountains of void warranty stickers.

Also according to your story they replaced your laptop 6 times, but all of them broke.

Sounds like the hardware behind the keyboard!