Dear Mr. Cook:
I would like to voice my frustration with AppleCare. I purchased an early 2011 Macbook Pro. When I connect my Macbook Pro to my 24 inch Apple Cinema Display, the display momentarily goes black every so often. The "black screen" happens at random. I have been struggling with this issue ever since I purchased the Macbook Pro. I have contacted AppleCare numerous times. At first, it seemed that the AppleCare people were not aware of this issue. I went to my local AppleStore twice (Bridgeport Village, Tigard, OR). The first time, one of the Apple "Geniuses" gave me a look like I am from another planet. I was talked down to and the person, whose job it is to help customers, told me that he'd never heard about this being an issue. Please take a look at the Apple User discussion forums. Many other people seem to have similar issues. At my second visit at the Apple Store, I had the ACD and the MBP checked out. We were not able to recreate this issue. I was told that Apple is working on a fix. This all happened a few months ago. As of today, the problem has not been solved. As a matter of fact, I spoke with Neil Hallam, Senior Advisor from AppleCare on Saturday, 08/28/2011. He emailed me a file to run a complete system scan. He told me he would pass the scan results on to the Apple Engineers and get back to me within 4-5 business days. Today, I was contact by AppleCare. I was told that nothing is wrong with my computer or the ACD. However, Apple recognizes that there is a problem and is working on a software fix. I asked the person when one could expect the fix. The AppleCare specialist told me he didn't know. My case number on AppleCare is 240859578.
Please understand that I am the opinion that this is not acceptable. I want this problem fixed now. I don't care how you do it, but I want it to be fixed. I suggest that you replace my 24 inch ACD with one of the new 27 inch ACD's (thunderbolt equipped). I am sincerely disappointed in how Apple has handled my problem. It almost seems like Apple does not care about their customers anymore. I have spent a fortune on Apple products over the years.
One very angry and disappointed Apple customer.