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AppleCare - How Many Problems is Too Much?
steeviant wonders: "I live in New Zealand, and have been dealing with AppleCare Australia over issues with my PowerBook G4, which has needed three replacement power supplies, one battery, two motherboards, a top case, and a screen replaced under warranty, and it now has another hardware problem. I'm not satisfied that AppleCare Australia think it is acceptable for my PowerBook to have nine problems in two years, and want the machine replaced, but they are refusing. I have scoured the apple.com.au, and apple.com websites trying to find some way to contact anyone to try to get AppleCare to reconsider their stance on this issue. If New Zealand had an Apple branch office, I would simply take them to court, but even that is not possible as their computers are sold through a local distributor. Surely Apple don't consider this appalling number of failures to be acceptable for a computer which cost over NZD $9000. Can anyone suggest an avenue through which I can contact Apple in the U.S. for help?" Sometimes handing technical issues defect-by-defect works, however it seems to me that there are many cases where it would seem to be a waste of time...both the manufacturer's and the customer's. Should manufacturers be required to replace an entire machine after a certain number of defects in a specific time period, or might there be a better way to handle these kinds of technical issues? Update: 03/31 3AM EDT by C : steeviant wants to let everyone know that Apple has offered to replace his machine with a 'like for like' model before this article was even posted. So, "All's well that ends well." for some, how about you?
I work at Dell, and typically, if a person has 3 services within a week and is still having problem, or several within the past month, or a long standing history of problems, we usually replace the system if the customer requests it. the service calls cost somewhere around 200 each to our cost center, so as soon as a machine has a service done, we've lost our profit on it and are taking a loss. apple care sounds like its insurance though, so I guess they don't care how many times it gets fixed, since it doesn't come out of apple's pocket.
posting anonymously for obvious reasons
One thing I've noticed about Apple is that once you've gotten one of their computers, they don't want it back. Take for example my one friend who bought a G4 Cube a couple days after they were released. Now, we all know the issues that these systems had, but obviously my friend wasn't going to be aware of them with the system being a matter of days old. So he went and (imho, foolishly), spent about $3500 on a new Apple G4 Cube. He recieved it and started having the normal problems; randomly resetting/shutting down as well as instability. This was caused by the neato heat-sensor power button where you don't need to actually touch it, but merely pass your finger in front of it. Cool idea but a flaw execution. So he naturally called apple and after spending about 6 hours on the phone with them, they finally agree to let him ship the machine in. Move forward several weeks, he gets a refurb (they adamately refused to give him a new system), and it too has the same problems. Long story short, he eventually sold it on E-bay for $2,400 after 2 refurbs and gained a finely-tuned loathing for apple and all its products from this consumer experience.
Maybe apple has gotten better? Not really. My boss and I were at an Apple Store buying 2 new dual cpu G5 systems for Maya, to both act as render stations and actual workstations. We get back to the office with said computers, unpack, etc, and the first one is running fine. The other however, just refused to stay up; we'd start the OSX updater, and it would reboot not too long after. Anything really we did, it would reboot or freeze eventually. Given that the system was 100% new, we didn't have time to fix a new computer tha we just paid $3,000 for. So we repacked it and brought it down to the Apple Store, and after arguing for quite a while that it was not indeed the software (the system wouldn't stay up long enough to have anything installed), and after blocking their polite attempts to say it was our fault, and an hour later, we had a new system that worked just fine when we plugged it in.
So in summary, I'll say that Apple systems generally work great and usually do not have these types of issues, but if something does happen, Apple will probably be the last to really care. You can see these attitudes reflected in the problems the iBook and iPod has had regarding their hardware. I rather doubt the US applecare people will be any better, but it might be worth a shot.
"What can a thoughtful man hope for mankind on Earth, given the experience of the past million years? Nothing." -Bokonon
so it'll getted modded to -1. But here goes.
Call Apple Corporate. Ask to speak to a customer care specialist. Explain to them the basics of your problem. Before you call, collect all the "evidence" you can. I don't mean finger prints and dumb stuff like that. I mean, names, case numbers, repair dates. Make sure you have that in order and the first thing you are going to want to do is walk through the details of each and every repair.
Now here's the kicker. Also find a copy of the Applecare Agreement and have that with you. Find as many relavent terms and phrases in that document as you can. Example; "repaired or replaced", and "under contract", etc, etc. Also try and think back to all the dealings you've had with the customer reps you were dealing with. Yes, it's pedantic, but being civil and having common courtesy and letting them be the unruly ones can win a lot of times, especially with the customer care specialists, because they've only got one job, and that's to diffuse pissed off customers. If you make it easy on them, they'll probably give you things, like spare batteries (though that's a rarity).
Oh, and also send of a polite letter to sjobs@apple.com. He doesn't read them, but someone does, so get in line. Your patience may be rewarding. But if your all in a fit and pulling your hair out, feel free to suck on a egg.
Don't Ask Questions. I don't know the answers and even if I did I wouldn't tell you.
IANAL, YMMV etc.
You can get remedy through the Consumer's Guarantee Act, which requires that either the retailer or importer/wholesaler (if the retailer is out of business or no longer in a position to remedy the problem) must provide goods and services fit for purpose, and be of a sufficient quality to work correctly. Note that this act is usually (unless you get a good lawyer) relevant to goods and services purchased for consumer use rather than for business use.
It sounds like the device in question is not particularly reliable.
Do everything in writing, including providing them with a summary of the issues and remedies already attempted. cc the supplier (I think in this case it's Renaissance Corporation Limited).
If rarking them up this way doesn't work, for the small cost of ~NZD45 you can file a claim with the small claims court which will allow damages of up to either NZD3000 or NZD5000 (I can't remember which) to be awarded (which won't be enough to cover your losses), or you can engage lawyer and take them to court, and possibly settle for the amount you are out of pocket, plus consequential damages. In NZ you would be surprised how fast a company remedies a situation when a bailiff turns up with a court summons for a company director. You can get the names of the director(s) from the New Zealand Companies Office.
Fast, cheap & reliable. Pick two.
Since I submitted this story Apple have agreed to replace my PowerBook because of what appears to have been a typo in the email I recieved from Renaissance, Apple's NZ distributor.
They still do not accept that nine failures in little over two years (25 months) is enough to warrant the replacement of my Powerbook. They agreed to do this before this article ever saw the light of day.
Apple were supposed to be contacting me today to inform me of what machine they would be offering as a replacement, but as yet I have not heard. Perhaps they changed their mind about offering a replacement after recieving bad publicity. I'll keep everyone posted.