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I need to vent about my new PowerBook

post #1 of 39
Thread Starter 
I need to vent.

About a month ago, I purchased a brand new 17-inch PowerBook.

It has been to Apple for repair two times. Both times to fix dark areas of the screen. It came back today after its second repair, still with dark spots coming from the top of the screen. Now the case is bent too. It's like they bent the superdrive area upward. The screen touches the base on the right side when closed and when it's open, and you're typing, it wobbles.

I think I am going to go insane. I'm going to call Apple again on Monday to complain and demand they fix it.

What's the chances that third time's the charm?

I'm not a happy camper.
You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #2 of 39
Sorry to hear that. My 17" is just purrrrrrfect!! ~rubs salt in wounds~

j/k

Keep taking it to Apple until it gets fixed. It is still under warranty and if the 3rd time it's still broken, demand a new one!!!
15" MacBook C2D 2.33Ghz, ATI 1600 258MB, 120GB HD 5400, 2GB RAM, SuperDrive

17" iMac G5
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15" MacBook C2D 2.33Ghz, ATI 1600 258MB, 120GB HD 5400, 2GB RAM, SuperDrive

17" iMac G5
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post #3 of 39
I havent been to happy with Apples warrenty service either when it comes to my 12" PB. I had problems with the screen and my superdrive scratched cds when they were put in. I sent it off and they sent it back with only the screen fixed. And the screen still had dark spots (no dead pixels though). So I sent it off again to get the superdrive fixed after giving Apple a piece of my mind. I havent got it back yet but I got a reply saying that they replaced my superdrive entirely which is nice. But im still cheezed off.
post #4 of 39
Quote:
Originally posted by DHagan4755
I need to vent.

About a month ago, I purchased a brand new 17-inch PowerBook.

It has been to Apple for repair two times. Both times to fix dark areas of the screen. It came back today after its second repair, still with dark spots coming from the top of the screen. Now the case is bent too. It's like they bent the superdrive area upward. The screen touches the base on the right side when closed and when it's open, and you're typing, it wobbles.

I think I am going to go insane. I'm going to call Apple again on Monday to complain and demand they fix it.

What's the chances that third time's the charm?

I'm not a happy camper.

I am not sure but I have heard about a sort of lemon law for computers, look it up, this may apply to you, I would demand a NEW (NON_REFURB) replacement, you dont know what kind of permenant damage may have been done to the HDD or optical drive, if they unbend it, the fix would be merely cosmetic.
You can't quantify how much I don't care -- Bob Kevoian of the Bob and Tom Show.
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You can't quantify how much I don't care -- Bob Kevoian of the Bob and Tom Show.
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post #5 of 39
Thread Starter 
Thanks for the support and the advice.

The following pictures illustrate my woes.

Here's a picture of the computer where the Superdrive portion of the computer seems to have been bent upward and meets the display at the corner when closed. The gap between the display and the computer widens from left to right.



The picture below shows the unevenness in the displays lighting. It's like three bands of dark spots, then dark spots equidistant from the two latches at the top that look like oil dripping down. They are more apparent in person.



Of course I didn't take these pictures primarily for the forum, but to email to Apple when I call them up and bitch at them on Monday.
You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #6 of 39
Quote:
Originally posted by DHagan4755
I need to vent.

About a month ago, I purchased a brand new 17-inch PowerBook.

. . . :| . . .

I'm not a happy camper.

Depending upon where you live, you may be able to either demand a replacement (i.e. brand new machine) or to void the entire transaction on an implied or merchantability warranty argument. I would have none of this garbage. You paid a ton of cash for it, they delivered junk, you have given them two opportunities to fix their piece of junk, you should be entitled to your money back so you can start this process over and get it right the second time.

When you are not cruising around and about the moon, where do you reside?

Nat
post #7 of 39
Thread Starter 
I live in Massachusetts.
You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #8 of 39
OMFG

DHagan, demand a replacement or a full refund, that is outrageous!!

-Ed
post #9 of 39
Quote:
Originally posted by Evil Ed
OMFG

DHagan, demand a replacement or a full refund, that is outrageous!!

-Ed

Exactly. I have been putting off a laptop purchase for a year now. Not because of problems popping up like this, but Apple's insistence on trying to re-vive defective products 3 to 5 times in a row. I'm sorry, after spending that kind of money, you shouldn't be treated like that. To be perfectly honest, those white-box computer stores on the corner of the shady area of town you live in give you better service under these conditions. There should really be consumer laws to protect you from this type of abuse, if there aren't all ready.
post #10 of 39
well, if you have to go back for a 3rd time, you can simply demand a new replacement. Usually works if you have a overly problematic computer. They'll usually comply by giving you a fresh one.
The bored one.
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The bored one.
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post #11 of 39
Thread Starter 
Well it's come back after it's 4th repair today. Last time, the screen was warped badly. I still have these black shadows (stains?) coming down from the top over the menu bar, like in the pic above:

http://homepage.mac.com/davehagan/pb1y.jpg

But I don't have the overall large dark spots.

Does anyone else who has a 17-inch PB have this?

Also My latch is still catchy. When I received my laptop back from the 3rd repair, I couldn't open it...the latch would stick more than 60% of the time. The catch is still there, although it's much better.

This brings me to my final point: I really don't want to start using this thing because I don't want to get involved in a project and have to stop, transfer the changes over to another computer to send it in.

What should I do?

Ahhhhhhh!

At this point, I really don't want it anymore! Ever get this feeling?
You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #12 of 39
be careful.....people around here tend to blame the user for apple's crappy quality. cuz, you must mistreat your machine to have problems


i'd ask for a supervisor and demand a new one.
post #13 of 39
Dave, I think you're totally in line for a good-will replacement. Here's what's irking me: you can't tell me that Apple techs or whoever look at that screen (with those OBVIOUS two dark spots at the top) and think "okay, our job is done...".



They HAVE to see that, don't they? How could they, in good conscience, shut it back down, sign off on the work and ship it back to you?



That's really disheartening. I think you should stay on the phone until you go as high in the chain as you can. You've got pics to back your claim up, you've got a product that's been in FOUR times for repair (and hasn't been fixed yet).

If I'm at Apple and I'm looking at your case, you get a brand new 17" PowerBook and a $50 iTMS certificate, just as an apology and token of good will and for just simple, good karma.



Good luck. If I were you, I wouldn't get off the phone until I had this - once and for all - settled. That's just ridiculous.
post #14 of 39
Thread Starter 
Thanks, Paul.

What really irked me the most was the fact that they left the blue cellophane/plastic on the hinge when they shipped it back. It was like this light blue protector that was probably on the part before they installed it, which was a bitch to get off.
You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #15 of 39
I had to call tech support recently with a problem and during the course of the diagnosis the tech guy siad that if something he wanted me to try didn't work that he would send me a new computer right away. Turns out that the problem was no solvable, but it would seem to indicate that the tech support people have the power to repalce your machine. Might just require a little polite yet pursuasive pressure.
post #16 of 39
Polite yet persuasive...

like

"Please, send me a new computer bitch"?
post #17 of 39
Thread Starter 
As you may have read from my other posts...after a fourth repair and still problems, Apple said they were going to replace my 17-inch PowerBook. This was late-July. I received the shipping tags on August 5th, shipped it that day, and tracked it online as it was signed for on August 12th. It's now September 8th...and I am still without a replacement. It has been since late June since I was able to use it. What's that? Almost 4 months of no-usage! I've called them three times since they got it: Where's my PowerBook? Today I got the "Well, we're going to have to call you back tomorrow."

I want this thing. I need this thing...

I said to the guy why don't you just cut me a check and I'll go order one online..."that will take longer sir."

What the F do I do???????

I seem to be caught in some feedback loop or something.

I have had more problems with Apple PowerBooks over the years. My Power Macs have been great (knock on wood). AHHHHHHHHHHHHHHHHHHHHHHHHHHH!

I feel cursed!
You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #18 of 39
Quote:
Originally posted by DHagan4755
As you may have read from my other posts...after a fourth repair and still problems, Apple said they were going to replace my 17-inch PowerBook. This was late-July. I received the shipping tags on August 5th, shipped it that day, and tracked it online as it was signed for on August 12th. It's now September 8th...and I am still without a replacement. It has been since late June since I was able to use it. What's that? Almost 4 months of no-usage! I've called them three times since they got it: Where's my PowerBook? Today I got the "Well, we're going to have to call you back tomorrow."

I want this thing. I need this thing...

I said to the guy why don't you just cut me a check and I'll go order one online..."that will take longer sir."

What the F do I do???????

I seem to be caught in some feedback loop or something.

I have had more problems with Apple PowerBooks over the years. My Power Macs have been great (knock on wood). AHHHHHHHHHHHHHHHHHHHHHHHHHHH!

I feel cursed!

I'm also having problems getting my replacement 15" PB. I was told on 8/19 to expect a shipping label email within the next 24 hours so I could send in my current PB. I never received the email. I've called a few times since and have been told each time that it's just a couple days away. Given your report I'm going to be rather hesitant to send in my current PB. Perhaps the delay in my shipping label is in recognition of their backlog in terms of shipping out replacements. Nex time I talk with them I'll ask if I can just do an exchange at an Apple Store. I suspect that this won't be allowed but why not ask?
post #19 of 39
Quote:
Originally posted by Neandertal
I'm also having problems getting my replacement 15" PB. I was told on 8/19 to expect a shipping label email within the next 24 hours so I could send in my current PB. I never received the email. I've called a few times since and have been told each time that it's just a couple days away.

I've just gone through this with my new G5 - they sent me a 1.8 instead of a 2.0 by mistake.

Took five calls to Apple support to get it resolved - four to the store and one to tech support to get a case number.

The three calls to support after the case number was assigned were a pain, none could find the case number, all said it would be "a couple of days" before I saw an e-mail with the return labels, but nothing happened.

On the last call, I expressed my displeasure to the person who answered the call. She was vey helpful. Despite the fact that she couldn't find the case number, she created the return and a new order while I was on the phone with her. She confirmed I'd received the return label e-mail on the spot.

So, they can do it relatively easily, it seems like it just takes the will to do it. My suggestion to you is to stay on the line with them until they confirm shipping labels, and status of the order - ask them to e-mail the info to you while you're on the phone with them. If they won't ask for a supervisor.

My PB 17 is a spectacular machine, it's worth the money, and when you finally get one that works properly, you will be happy.

So long as the machine isn't a BTO, you might want to try your Apple store - the genius bar has the authority to replace if they have to.

Good luck!
The Mad Kiwi Winemaker
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The Mad Kiwi Winemaker
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post #20 of 39
While on the subject of PowerBook screens. Has anyone else had a recurrance of the white spot problem on their 15" PowerBook? I had mine fixed in Winter. I lived with the problem for a a few months to let Apple get the problem well worked out, but i guess I didn't wait long enough since the spots are back on the new screen.
post #21 of 39
Apples support seems to be a bit of a crap shoot. Ive had excellent responses, and Ive had cases which required back and forth phone calls. If you have to call more than once make sure they know it. Ive found that telling you've been on the phone for 4 hours already on an incident really helps their willingness to help. The key here is not being mad about it. Just be calm and clear that you are pissed about wasting a day.

On a positive note, Ive found them to provide the best 'free' phone support Ive encountered. I regularly spend hours screaming at Verizon
post #22 of 39
You too? (the screaming at verizon thing) I hate them. They thought that it was something wrong with us and not even considered that it was there fault. They made me take apart my computer 4 TIMES just to make sure that everything connected. idiots.
post #23 of 39
I'm perhaps as little as a week away from ordering a 15" Powerbook 1.33. Whee. This theaeee. This thread, in combonation with the arrogant staff at the local store, have gone a long way towards convicing me that these are unreliable products. In the past week I've seen four Macs screw up, two of which were in that store on demo. I can barely afford the cost of this, but I do need it... I can't afford to have a machine that screws up, or have made an AWFUL purchase choice.
post #24 of 39
Thread Starter 
Well I have been very calm and courteous with them. I am, however, starting to lose my patience. I feel as though I am stuck in a bureaucratic rut. I don't want this to run on for another few months. I think after the four repairs, I deserve immediate action. It feels like they have had it more at their place than I have ever had it mine.
You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #25 of 39
Quote:
Originally posted by DHagan4755
I feel as though I am stuck in a bureaucratic rut.

You are, and the people you are dealing with have the power to expedite your situation. You just have to press the right buttons. Depends on who you are talking to, and how you present your case history. It is vital that you make sure that you have your case history in your hand when you talk to them. On top of that, make sure that you are doing everything with one case number, not new ones. Keep that case going.
Apples CRM system is _not_ up to the task. Ive had CSRs put me on hold for 30 min while they contact multiple departments to gather the required information. It certainly isnt a one stop shop sort of arrangement, and they may well not have all of the details of your trial in front of them. Make sure you know the whole story, and make them sit through a retelling every time you talk to them. If you can manage it, get one CSRs name, and get in touch with them.
post #26 of 39
Quote:
Originally posted by blackwave
I'm perhaps as little as a week away from ordering a 15" Powerbook 1.33. Whee. This theaeee. This thread, in combonation with the arrogant staff at the local store, have gone a long way towards convicing me that these are unreliable products. In the past week I've seen four Macs screw up, two of which were in that store on demo. I can barely afford the cost of this, but I do need it... I can't afford to have a machine that screws up, or have made an AWFUL purchase choice.

I would remeber that you'll find complaints on the web far more often than people writing in to say that all is going well. Although I've posted here that my powerbook is heading into the shop some time soon for a second time, I must say that getting it "fixed" the first time was a quick and painless experience. I just a bit down on the fact that the engineers have'nt got it really fixed for good. It's their dime and a little bit of my time and hassle.

If you but a portable I do recommend the extended warranty since these things get more abuse than a Mac sitting on your desk.
post #27 of 39
Thread Starter 
Well the snafu is over. I must have broken through the rut. No returned phone call as promised. So it shipped yesterday, and arrived at my house today to what I must admit was a lukewarm reception after all I have been through.

I open it up take it out of the box and the latch on the new one is still catchy. WTF? I push the button, it catches. It does not open. I somewhat grasp the display, it sticks. It's a crap shot on whether or not I can get it open.

WTF?!

I haven't even turned it on and it's got a flakey latch. Alright so I maybe picky here, but after all of the things I have experienced in this ordeal....

You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #28 of 39
Quote:
Originally posted by Carson O'Genic
While on the subject of PowerBook screens. Has anyone else had a recurrance of the white spot problem on their 15" PowerBook? I had mine fixed in Winter. I lived with the problem for a a few months to let Apple get the problem well worked out, but i guess I didn't wait long enough since the spots are back on the new screen.

They are back on mine as well. I haven't bothered to take the laptop back yet.
post #29 of 39
Thread Starter 
Well a quick prowl over to the Apple Discussion forums yields this thread:
http://discussions.info.apple.com/we...Pq.2@.3bc238f3

Clearly I am not alone.

And I think I have calmed down just a smidgen that this problem might not be as bad as I initially thought. I am charging the battery fully first and the next step will be to turn it on
You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #30 of 39
In the future, buy it from a brick and mortar store, and demand that the box be opened and inspect it carefully in the store for dead pixels, crappy screens, latches, whatever on the spot.

I would not fork over $1000s for something that I had not verified was working and of good quality.

That said, I've had good luck with my two macs, both of them powerbooks (wallstreet and 4th rev Tibook)
post #31 of 39
Quote:
Originally posted by 1337_5L4Xx0R
In the future, buy it from a brick and mortar store, and demand that the box be opened and inspect it carefully in the store for dead pixels, crappy screens, latches, whatever on the spot.

They won't open the box until you've bought it. I know, because I asked. You can open it up at the Genius Bar, though, and then give it back to them to fix it if there's something wrong with it. :/
HA!
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HA!
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post #32 of 39
Call Steve Jobs.

Dont have his number? Look it up in the phone book.

Seriously though, that is really cruddy customer service.
I DONT trust your haircut.

MBP 13"/22" 2.26ghz/2gb/160gb/7400M.
Windows 7 24"/2.00ghz/2.5gb/250gb/9800GT.
Ubuntu 10.04 Dell Latitude D620.
Xbox 360 Projector
WHS 2.5tb.
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I DONT trust your haircut.

MBP 13"/22" 2.26ghz/2gb/160gb/7400M.
Windows 7 24"/2.00ghz/2.5gb/250gb/9800GT.
Ubuntu 10.04 Dell Latitude D620.
Xbox 360 Projector
WHS 2.5tb.
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post #33 of 39
It is all about who get on the phone with Apple.

I purchased DVD Stuido Pro back on Dec 1. I get an email saying that it has shipped with tracking number.

December 12 rolls around and no package and the tracking info. sayd FedEx still hasn't picked it up.

I made 3 phones calls during this time because it was shipping from a place in TN just a few hours away from my house.

The last person I talked to helped me out, they resent me a new copy of DVD Studio Pro 3 since the other is stuck in space somewhere and didn't charge me a dime!! It was on the house. Way to go Apple!

Keep calling, and get one of those hobbit sounding support people on the phone. They are really nice.

Eric
Hard-Core.
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Hard-Core.
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post #34 of 39
Send it back to them certified return receipt requested with a letter telling them that the book's performance breaches warranties of merchantability and implied warranty and that you demand a replacement book stat.

That should get their attention.

Nat

Quote:
Originally posted by DHagan4755
I need to vent.

About a month ago, I purchased a brand new 17-inch PowerBook.

It has been to Apple for repair two times. Both times to fix dark areas of the screen. It came back today after its second repair, still with dark spots coming from the top of the screen. Now the case is bent too. It's like they bent the superdrive area upward. The screen touches the base on the right side when closed and when it's open, and you're typing, it wobbles.

I think I am going to go insane. I'm going to call Apple again on Monday to complain and demand they fix it.

What's the chances that third time's the charm?

I'm not a happy camper.
post #35 of 39
This is not what I wrote. Who is tampering with the excellent legal advice I, who as a lawyer, am qualified to offer this poor guy with a major lemon on his hands? Jeeeez.

Send this thing back via certified mail, return receipt requested, delivery confirmation; and enclose a letter to them demanding a new machine for the breach of implied warranty and warranty of merchantability.

Then see how they come back with a much better (i.e. brand new) machine.

Nat

ps - I have done this before as well.

Quote:
Originally posted by nathanberkowicz
Depending upon where you live, you may be able to either demand a replacement (i.e. brand new machine) or to void the entire transaction on an implied or merchantability warranty argument. I would have none of this garbage. You paid a ton of cash for it, they delivered junk, you have given them two opportunities to fix their piece of junk, you should be entitled to your money back so you can start this process over and get it right the second time.

When you are not cruising around and about the moon, where do you reside?

Nat
post #36 of 39
Thread Starter 
Since I see this topic has resurfaced, I will provide an update.

Since receiving my replacement PowerBook on September 10th, it has been in for repair three times.

1. It just died. Couldn't turn it on, nor could Apple Support help me. So I sent it off for repair.

2. They shipped the unit back to me and the screw in the bottom right corner of the display was loose and fell out, lodged between the screen and the base and wouldn't shut properly. It damaged the enclosure back there, and torqued the hinge.

3. PowerBook kernel panicks and dies yet again. I send it off to Apple for a third time. This time I bitch and moaned to Apple Customer Relations. No dice.

I have had the PowerBook back for a little more than a month now with NO problems. But I doubt given Apple's horrible repair center that this thing won't die on me again. If it dies again I receive yet a 3rd replacement or so Apple says. I don't know if I want a replacement for the replacement... ugh!

Meanwhile in between time, the Airport Reception on this thing is worse than on my Rev. D Ti867. I can call up web pages about two seconds faster on the Ti than I can on this thing. It's a real annoyance, esp. since my job is a lot of networking and remote management of OS X Servers (makes loading the user database slow sometimes). I occasionally plug in via Ethernet when I am planning to do a lot of work.

So I cannot wait for Apple to put out another PowerBook because I have had nothing but nightmares with the aluminum PowerBooks going all the way back to the debut of the 15-inch alu's in Sept '03. Meanwhile I have urged co-workers to buy them and outside of the whitespot problem which they didn't notice til I pointed it out (and don't seem too concerned), there's have been troublefree \
You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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You think Im an arrogant [expletive] who thinks hes above the law, and I think youre a slime bucket who gets most of his facts wrong. Steve Jobs
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post #37 of 39
email Steve Jobs with your case and pics.




*shrug* worked for me once. They replaced my mom's hard drive for free.
post #38 of 39
Probably too late for your case but in general, if you purchase your machine with a credit card you can perhaps get some help from the credit card company. Check with the card company before making the purchase.

I purchased a 15" aluminum PB October 2003. I had two problems. First, the airport reception was terrible. They repaired that quickly. Next, I had the white spots problem. I waited till January 2004 to fix that. It was fixed very quickly, about two days. At the same time they also fixed a squeaky hinge. Since then it has worked wonderfully.
Unofficial AppleScript Studio Lobbyist
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Unofficial AppleScript Studio Lobbyist
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post #39 of 39
Just got my box to send my PB in for the 2nd time to fix those darn white spots. Otherwise it works to my satisfaction.
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