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Terrible Nasty iBook

post #1 of 34
Thread Starter 
Anyway...my iBook 500 dual-USB w/combo drive, a $1,799 computer when it was purchased, has many many many problems. The latch broke (Apple did repair this, but it is having issues again), the hinge got so stiff it pulled the plastic off the LCD, the keyboard won't stay down in the middle, the trackpad has problems, the trackpad button has problems, and Apple replaced all the plastic surrounding the keyboard for no apparent reason, and did a very poor job at it. The middle of the plastic near the LCD around the keyboard is bulging up in the middle, and the screw that usually goes in there to hold it down doesn't even fit. And they still haven't fixed the magnet that came off underneath the keyboard. And yes, I do know how to put the keyboard on properly after installing RAM/Airport card. And the problems with the keyboard surfaced BEFORE anything was ever installed in this computer. Also, the hard drive is starting to make the terrible whining noise that, as I know for a fact, is a problem with the 10GB IBM hard drives that Apple uses in iBooks.

I am also disappointed at Apple's technical support. After waiting on hold for almost 30 minutes last week, I was greeted by a very morbid sounding rep. What a nice way to treat your customer when they've waited so patiently listening to terrible music for half an hour. And they still haven't offered to replace the computer. I asked about that, and they said they would not replace it. However, at this rate it would be cheaper for them to replace my iBook instead of continuing to have me ship it to them to get it repaired. Also, each time it is repaired it comes back worse, so there is no point in getting it repaired.

Being a Mac user since the early '90s, my experience with Apple's iBooks have turned me away from Apple and towards PCs.

What do you suggest I do, since I do not find sending it to Apple particularly appealing since last time it came back in worse condition.
post #2 of 34
Sorry to hear all of that, my experience has been fantastic..I too have an ibook....total cost after upgrades $2200. My experience with technical support has been great and there are absolutely no problems with my ibook. if you are close to an apple store i would take it in there and go straight to the genius bar.(Face to face customer service). if this is not available to you then I guess...quit. But I have NEVER had a good call with customer service until I migrated over to apple.
post #3 of 34
Thread Starter 
[quote]Originally posted by ijerry:
<strong>Sorry to hear all of that, my experience has been fantastic..I too have an ibook....total cost after upgrades $2200. My experience with technical support has been great and there are absolutely no problems with my ibook. if you are close to an apple store i would take it in there and go straight to the genius bar.(Face to face customer service). if this is not available to you then I guess...quit. But I have NEVER had a good call with customer service until I migrated over to apple.</strong><hr></blockquote>


Unfortunately, the nearest Apple store is about 1,000+ miles away <img src="graemlins/lol.gif" border="0" alt="[Laughing]" />
post #4 of 34
how the f*** did the magnet under the keyboard come off in the normal use of an iBook.

dude, you took your shit apart and weren't good enough to put it back together. suck it up.

lol, i had my iBook in about 3 dozen pieces, and got it all back together fine. there's no way that magnet comes off unless you're seriously f*ing aroudn with it. esp. for someone with a hardware hacks site.
post #5 of 34
I agree with alcimedes, you HAD to have something to do with why the iBook is so messed up. Maybe dropped it or took it to pieces (like alcimedes said).
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post #6 of 34
well, that magnet is really, really strong. there's a screw underneath it to hold it there by magnetism. there is no way, unless you had your ibook unpside down and were dancing with it while you had the keyboard off, that the magnet comes out.

now, if you were trying to pry it out and you lost it, that would be believeable. sorry man, but especially for someone with a site devoted to hardware hacks, i find your story a bit unplauseable.
post #7 of 34
You're all being a bit harsh. Maybe he got a lemon.
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post #8 of 34
he's posted this several times before
post #9 of 34
Thread Starter 
I don't even know how to take the ****ing thing apart!!! And I don't do mac hacks - and all the hacks I have ever done are creating K'NEX cases for PCs. And I've treated my iBook very nicely. Other people abuse theirs and their iBooks work fine. I don't get it - isn't it supposed to be the other way around?

And don't go assuming someone did something unless you know for a fact.
post #10 of 34
kHack, I'd take it to Apple as many times as it takes while it is under Applecare.

Do it!
No, the bazaar cannot satisfy users. Neither can the cathedral. Nothing can satisfy users, because software is written to enable rather than satisfy, and because most users are mewling malcontents...
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No, the bazaar cannot satisfy users. Neither can the cathedral. Nothing can satisfy users, because software is written to enable rather than satisfy, and because most users are mewling malcontents...
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post #11 of 34
ok khack, please explain to me how the megnet came out then.
post #12 of 34
Thread Starter 
[quote]Originally posted by alcimedes:
<strong>ok khack, please explain to me how the megnet came out then.</strong><hr></blockquote>

The mAgnet (hehe) came out on its own. The keyboard just popped up underneath the num-lock light. At first, pushing it back down worked for about 5 minutes, then it would pop back up. Now it doesn't even stay down at all. The reason for that, though, is because Apple for no reason replaced all the plastic around the keyboard when I sent it in, and they put a screw in there that doesn't fit. And now the little magnet on top of THAT is off. And Apple scratched the battery badly when they were "repairing" the computer. I know I didn't do it because there were no visible artifacts on the machine when I observed it before sending it to Apple. And they didn't do a good job fixing the bulging plastic around the LCD, and they didn't fix the trackpad or HD either. And now the latch that they actually fixed (!) is having a few problems from time to time again, and will most likely break sometime soon.

For $1,800, you would expect better than this.
post #13 of 34
So it could have been their repair tech that f-ed up your iBook? hrmmm... I thinks it's likely that you did something you weren't supposed to, but it's also possible that some minimum wage tech took out his frustrations on your book. However, based on a pretty good overall impression of thi iBook in the press and on the net, I think it's more likely that you want Apple to pay for one of your mistakes.

[ 02-17-2002: Message edited by: Matsu ]</p>
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post #14 of 34
so why didn't you send it back in
post #15 of 34
He complained about his iBook constantly on AppleFritter too... he will never be happy with it
post #16 of 34
Thread Starter 
[quote]Originally posted by Stefan:
<strong>He complained about his iBook constantly on AppleFritter too... he will never be happy with it </strong><hr></blockquote>

The day Apple offers to replace my iBook will be the day that I think about buying another Mac.
post #17 of 34
lol, ok kHack, i'm supposed to believe that the certified tech at Apple is more likely to have screwed up your machine than you were?

i had to have my iBook sent in for tight hinges, it came back in one piece, go figure.

and as for spending $1,800 on your iBook, you can pick them up for under a grand, so stop your bitchin'.
post #18 of 34
Thread Starter 
[quote]Originally posted by alcimedes:
<strong>lol, ok kHack, i'm supposed to believe that the certified tech at Apple is more likely to have screwed up your machine than you were?

i had to have my iBook sent in for tight hinges, it came back in one piece, go figure.

and as for spending $1,800 on your iBook, you can pick them up for under a grand, so stop your bitchin'.</strong><hr></blockquote>


Well I wanted mine brand new, and I wanted it from a place I could trust (a local Mac store in Portland, Oregon). Unfortunately, both of mine are LEMONS that have multiple problems (esp. the dual-USB one). And I am disappointed that my iBook came back damaged by the "certified" techs.
post #19 of 34
In reading similar posts in the past, a few have had luck emailing Steve Jobs himself with their nightmarish stories. They spill their guts to him and he has a replacement shipped out. At this point, if I were you, I'd do it. You've got nothing to lose.
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MacBook Pro 15" (Unibody)/2.4GHz Core 2 Duo/2 GB RAM/250GB HD/SuperDrive
iMac 20"/2 GHz Core 2 Duo/2 GB RAM/250 GB/SuperDrive
PowerBook G4 12"/1 GHz/1.25 GB RAM/60GB/Combo
iMac G3 333 MHz/96 MB...

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post #20 of 34
Thread Starter 
[quote]Originally posted by DanMacMan:
<strong>In reading similar posts in the past, a few have had luck emailing Steve Jobs himself with their nightmarish stories. They spill their guts to him and he has a replacement shipped out. At this point, if I were you, I'd do it. You've got nothing to lose.</strong><hr></blockquote>

What's his E-Mail Address? At this point, I have nothing to lose!
post #21 of 34
Thread Starter 
Can anyone provide me with Steve Jobs' E-Mail address?
post #22 of 34
I believe they are steve@mac.com and sjobs@apple.com, but I could be wrong.
MacBook Pro 15" (Unibody)/2.4GHz Core 2 Duo/2 GB RAM/250GB HD/SuperDrive
iMac 20"/2 GHz Core 2 Duo/2 GB RAM/250 GB/SuperDrive
PowerBook G4 12"/1 GHz/1.25 GB RAM/60GB/Combo
iMac G3 333 MHz/96 MB...

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MacBook Pro 15" (Unibody)/2.4GHz Core 2 Duo/2 GB RAM/250GB HD/SuperDrive
iMac 20"/2 GHz Core 2 Duo/2 GB RAM/250 GB/SuperDrive
PowerBook G4 12"/1 GHz/1.25 GB RAM/60GB/Combo
iMac G3 333 MHz/96 MB...

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post #23 of 34
Thread Starter 
Does anyone know for sure?
post #24 of 34
I got a dual USB mac (the fancy one) in August. It rocks, and is "rock" solid. I've dropped it twice....by accident of course, and it runs beautifully. When I've had problems with it I've called tech support and they've been awesome. They Spent about an hour to figure out that my problem was with third party software and showed me how to fix it. Me thinks the problem is with you grasshopper. good luck, and insist beyond reason, until you're happy. That Usually works for me.
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post #25 of 34
Well, I have become sort of an expert at dealing with companies that are a pain. Gieven what you have already done:

1) Call Customer service when it opens to reduce wait time
2) Get a tech on the phone. Explain the situation calmly. Tell them all the remedies Apple has tried.
3) Tell them that they have tried all these things and it is worse than before. Tell them that given the circumstances the only option you will now accept is a replacement machine. They will say no, but you must persist. Tell them you are seriously thinking about switching to PC. Ask to talk to the person's boss.

4) Keep your request consistent. When they offer you other fixes, simply state that those are "unacceptable" and repeat your demand for a new machine....calmly.

You may need to invest a bit of time. Whatever you do, DO NOT hang up until you get what you want. If someone tells you he/she will get you a new machine, tell hime/her you want his/her full name and department.

If you get to the point where you have spoken to, say, five people and no one will help, threaten the last person with:

1. e-mailing Steve Jobs. (say you will mention the person's name you are talking too.....of course, you must get his/her name first).

2. Say you contact the Better Business Bureau and will report Apple to every consumer agency you can find.

3. Tell them you are frequent poster on Mac web sites and tell them you RUN a Mac web site (you are Khack, right?). Tell them you will inform everyone you know of your experience.

4. Your last option is to follow through on the threats. E-mail Jobs, write letters (hell, I might even threaten legal action).

Be calm but very firm and you will probably win. I finally won with SprintPCS after months and months of problems. You just have to get to the right person. If you get irate, they will dismiss you as a freak and not really do anything.
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I can only please one person per day.  Today is not your day.  Tomorrow doesn't look good either.  
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post #26 of 34
Thread Starter 
[quote]Originally posted by Taq:
<strong>I got a dual USB mac (the fancy one) in August. It rocks, and is "rock" solid. I've dropped it twice....by accident of course, and it runs beautifully. When I've had problems with it I've called tech support and they've been awesome. They Spent about an hour to figure out that my problem was with third party software and showed me how to fix it. Me thinks the problem is with you grasshopper. good luck, and insist beyond reason, until you're happy. That Usually works for me. </strong><hr></blockquote>

Heh heh - I have never even banged my iBook, let alone dropped it (gasp), and mine has all these problems. However, people who drop their iBooks don't have problems. Isn't this ironic?
post #27 of 34
Thread Starter 
[quote]Originally posted by SDW2001:
<strong>Well, I have become sort of an expert at dealing with companies that are a pain. Gieven what you have already done:

1) Call Customer service when it opens to reduce wait time
2) Get a tech on the phone. Explain the situation calmly. Tell them all the remedies Apple has tried.
3) Tell them that they have tried all these things and it is worse than before. Tell them that given the circumstances the only option you will now accept is a replacement machine. They will say no, but you must persist. Tell them you are seriously thinking about switching to PC. Ask to talk to the person's boss.

4) Keep your request consistent. When they offer you other fixes, simply state that those are "unacceptable" and repeat your demand for a new machine....calmly.

You may need to invest a bit of time. Whatever you do, DO NOT hang up until you get what you want. If someone tells you he/she will get you a new machine, tell hime/her you want his/her full name and department.

If you get to the point where you have spoken to, say, five people and no one will help, threaten the last person with:

1. e-mailing Steve Jobs. (say you will mention the person's name you are talking too.....of course, you must get his/her name first).

2. Say you contact the Better Business Bureau and will report Apple to every consumer agency you can find.

3. Tell them you are frequent poster on Mac web sites and tell them you RUN a Mac web site (you are Khack, right?). Tell them you will inform everyone you know of your experience.

4. Your last option is to follow through on the threats. E-mail Jobs, write letters (hell, I might even threaten legal action).

Be calm but very firm and you will probably win. I finally won with SprintPCS after months and months of problems. You just have to get to the right person. If you get irate, they will dismiss you as a freak and not really do anything.</strong><hr></blockquote>

I have already tried some of this, but if Steve doesn't reply in a few days I will try the rest Thanx
post #28 of 34
This guy sounds like he is just yankin peoples chains. Balh, blah blah
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"Uranus is a planet, not something you speak from"
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post #29 of 34
Thread Starter 
[quote]Originally posted by BungHole:
<strong>This guy sounds like he is just yankin peoples chains. Balh, blah blah</strong><hr></blockquote>

Hey - there is no reason to animadvert this thread. So back off!
post #30 of 34
Thread Starter 
OMG - you wouldn't believe what just happened!!! I got this phone call this morning from someone from the Apple executive place, and they are sending me a box Monday to have it repaired. She said they would make sure it is repaired correctly, and in a timely manner, and they will fix everything that is wrong with my iBook!!!

YAY!!!!!!!!

LONG LIVE APPLE!
post #31 of 34
ugh.

good for you freshapple, now maybe you can stop complaining... or do you need a timeout like macintosh
post #32 of 34
Thread Starter 
good. will you stop whining about it now
post #33 of 34
Fresh,

I'm not in the camp that is going to accuse you of personally destroying yoru iBook. If you say you haven't taken it apart or dropped it, I'll believe you.

However, you simply cannot take your experience as representative given how tremendously unusual it is. The feedback people are giving you on this board is in direct contrast to your experience. All that means is that you got dealt a rough hand, these things happen. It definitely sucks to have spent $1,800 on a product that does not live up to its promises.

But don't try to formulate an argument against Apple based on your own experience if you are talking to people who have had more positive ones. I, for example, have a single-USB iBook for which I have never called Tech support. The Psychology department uses a fleet of 15 single-USB iBooks that have never had a problem. The people on this board have reported their iBooks have had few problems. What conclusion does this lead to? You got a bum deal, it sucks, but it's not typical.

If you want to go waste $1,800 on a PC, go right ahead. But that decision will be based in precisely zero analytical thought.

- Pook
In a fast German car I'm amazed that I survived. An airbag saved my life. - Radiohead
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In a fast German car I'm amazed that I survived. An airbag saved my life. - Radiohead
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post #34 of 34
Thread Starter 
[quote]Originally posted by PookJP:
<strong>If you want to go waste $1,800 on a PC, go right ahead. But that decision will be based in precisely zero analytical thought.
</strong><hr></blockquote>

No way am I going to do this after Apple called me, and I was actually able to speak to a person that was very professional and knew what she was talking about. And I appreciate what they are doing for me. So I say, screw PCs!!! If everything goes as planned, I will basically be left with a new computer. :cool:
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