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Apple Users Threaten to Sue Over iBook, iPod
An anonymous reader writes "Reuters is running a story about failing Apple hardware. 'Can a few bad apples -- like product quality complaints and potential lawsuits -- spoil the bunch for loyal fans of Apple Computer Inc. ahead of their biggest party of the year? As enthusiasts devoted to Apple prepare to descend on San Francisco next week for the annual Macworld conference, at least two online petitions have collected hundreds of signatures from potential plaintiffs seeking to file lawsuits over claims of defects in the iBook laptop.'" Yay, online petitions, the most effective way to effect change in the world.
Out of the computers I've owned in, let's say, the past twelve years, only one has never had any sort of problem - and it was a Compaq. Last time I checked, Compaq wasn't exactly well known for well-built computers. The computers that have had something wrong include an Epson, an Acer, a Gateway, two Apples, and probably another one or two that I can't remember.
Even though my two main Macs have had one problem each, Apple's technical support has been nothing short of stellar. I purchased a PowerMac in August of 2002. The machine had some display problems. Apple two-day shipped me a replacement video card and DIMM. After those didn't solve the problem, I had to take the machine into a shop. Once I got the machine back (it apparently had a bad processor daughter card), I found that the local shop had broken my video card. Apple overnighted me a new video card - a video card better than my original one.
I'm sure my story isn't indicative of everyone's experiences with Apple's technical support, but I'm also sure that Apple's high technical support marks from major computer magazines isn't illusory, either.
I have had the problems also. It pissed me off it happened not long after warranty went out.
. ht ml
The numbers of people having these problems are really starting to come into focus.
http://www.petitiononline.com/ibook123/petition
has almost 1900.
http://blackcider.com/
has 1200.
Of course, a lot of these people are going to be the same on these petitions, but that is a lot of people to be having a *serious* defect on a computer.
If Apple said, "Ok, lets fix them all, warranty or not", and the fix was $500, then it would cost Apple $1,250,000 for only 2500 units. No wonder why Apple doesn't want to deal with this problem!
http://ipodbatteryfaq.com/
So for $250 she ends up getting the iBook fixed, plus whatever few months remain on the extended warrenty. As much as laptop computers get banged around, it's a good idea to get the longer warranty for a PowerBook or an iBook anyway.
Apple's own boards are buzzing with hundreds of posts. But the real action is at Macintouch.com and MacFixit.com, where both owner experiences and technical analysis are being shared as people try to understand why this is happening and decide what to do. If you have a problem iBook, try there. If you are thinking of an iBook purchase, better look there, too.
Why all the commotion? Simple: lots of iBooks broke down, then they broke down again, and through it all Apple has kept mum. Now, it's one thing when software, like Windows, performs crappily; people will endure an awful lot of that. When their shiny months-old laptop is going back for the second, third, or fourth logic board replacement, however, they tend not to be so forgiving.
Here in the Netherlands (not sure about the rest of the EU) it is mandatory by law for a company to extend the warranty with 3 months after a product has been repaired and returned to the customer. This extension is not cumulative, if the standard warranty doesn't yet expire for at least three months after the repair, there is no further extension, as far as I know (unless the repair time takes too long, in which case the customer should also be compensated).
If a similar law were to apply in the US as well, then I'm sure Apple would think twice about shoving this problem under the carpet, since not taking action would possibly cost them more money in fines and legal expenses than if they just fixed the ibooks even though they're just out of warranty. Not to mention the reputation and goodwill that would be at stake.
Is there a similar law in the US? Knowing how little the US government protects consumers from malevolent companies, there probably isn't.
Call us communists, but the simple fact remains that corporate interests are often not the same as consumer's interests. The customer's rights should be defended, and there is definately a role for the government to play here.
"Oooh, does that mean we get to kick some puffy white mad zionist butt?"
Apple's extended warranty program is very reasonable and their service quite fine. I'm really not sure what you are expecting from this rather straightforward business deal:
1) you pay a price for a computer. It is warranted to be free of material defects for a year, and they promise to repair or replace it during that period for free;
2) if you would like them to support the machine thereafter, you can pay a few hundred dollars to extend that warranty for an additional three years, more than the usual lifetime of any reaonable personal computer;
3) if you don't, Apple WILL repair your machine on a case by case basis -- they will fix a machine in generally ok condition for a fixed fee and, except for certain serious problems, that fixed fee (just a bit more than the AppleCare purchase by the way) will get you a virtually refurbished machine back.
That WAS the deal -- it was black and white. You didn't take the deal, and now have a machine that needs to be repaired. I understand that you would rather not pay for it. Aside from that, what, exactly, is your complaint?
Include me in your list of content iBook owners. I bought my 700 MHz 14" iBook in September 2002, and have not had one single hardware issue with it since. Oh, wait, my power adapter connector is bent a little bit, but that's because I stepped on the power cord and yanked it out of the socket on the laptop.
If my iBook had been my old PB 190cs, that would have probably pulled the socket off the machine. I, for one, think that the iBook is a pretty solidly-designed machine. I've dropped it several times, and generally used it every single day, and am still going strong even now that it's out of warranty. If something goes wrong, I'll pony up the bucks to get it fixed. It's a damn good laptop for all I require of it (remote access to my home network, creative writing, email, simple photo-editing, syncing my iPod...)