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Faulty macbook on delivery yet apple will not fix

post #1 of 7
7/6/07 at 4:52am
Thread Starter 
Hi there,

Faulty is problem a little strong but I am having issues with apple concerning my new macbook.

I would say that none of the problems are major at this stage but I am trying to cover myself for the future in case they get worse.

The first problem is very minor and I notified apple just 2 days after I received the laptop. One of the feet on the bottom case is loose. I called apple support to asked if I could take it in for them to tighten it up as you need to get inside the case so I thought. It turns out that they would need replace the whole bottom case as they are built in and they won't because they demeed it "cosmetic". Apple are looking into it for me because I am worried that I might lose it further down the track. We only have apple authorised repair centres over here and they are stuck in the middle and can only go with what apple say. If I want it repair it will cost A$120.

The second problem is with the mouse button. After about 20 mins of use I start to get this horrible clicking noise as if it is sticking mostly when I hold the click button down for more than just a quick click. They have agreed to replace this section with the button / keyboard under warrantly.

The third problem is the bezel (spelling?) or as I know it the frame in which the screen sits. On the right have side where the frame joined the top case it appears to be coming away. Its not a big fault my any means but again my concern would be if it get worse further down the road and actually comes away all up that right have side. (There is also quite a large gap between the frame (just about the words macbook) and the screen. Apple have again said this is cosmetic.

Can you guys give me your opnion on this. I know I am notriously fussy about things being perfect but my a couple of small things on her macbook which got worse and she now regrets not sorting them out at the begining.

The apple guy is taking it further up the line but reckons I will hit a dead end. He says that apple often don't cover these sorts of things under warranty. So what was the point of the Apple Care Protection?

Any help would be appreciated.

Thanks

Poppet
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post #2 of 7
7/6/07 at 6:38am
I would suggest you stress that the cosmetic things you mentioned were not caused by use or misuse by yourself, but they were there from a brand new machine.

They may be assuming the faults are wear and tear which (quite rightly) are not covered under a manufacturers warranty - but if you stress that if was like that *from the factory* or damaged in transit somehow, then you have a case (in my opinion).

Tell them that you expect a new machine to be in A1 condition as it left the factory, and not 'B' grade stock as you suspect this is.

I am assuming of course that this is a brand new machine, unused?

Good luck.
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post #3 of 7
7/6/07 at 6:49am
Thread Starter 
Quote:
Originally Posted by l33r0y View Post

I would suggest you stress that the cosmetic things you mentioned were not caused by use or misuse by yourself, but they were there from a brand new machine.

They may be assuming the faults are wear and tear which (quite rightly) are not covered under a manufacturers warranty - but if you stress that if was like that *from the factory* or damaged in transit somehow, then you have a case (in my opinion).

Tell them that you expect a new machine to be in A1 condition as it left the factory, and not 'B' grade stock as you suspect this is.

I am assuming of course that this is a brand new machine, unused?

Good luck.


Absolutely unused. I only noticed the screen in week 3. feet appeared at the begining. Mouse button clicking noise day 4!!

Will stress that again when the guy calls on Monday.

Thanks

Poppet
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post #4 of 7
7/6/07 at 9:15am
Was it a new "refurbished" model? Where did you buy it?
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post #5 of 7
7/6/07 at 10:33pm
Thread Starter 
Quote:
Originally Posted by fuzz_ball View Post

Was it a new "refurbished" model? Where did you buy it?

New from Apple direct with student discount
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post #6 of 7
7/6/07 at 10:53pm
Working at an Apple Specialist, maybe I can help here.

Although I totally agree with you, the service provider may not be able to do anything about it. Whenever I go to order parts, like a top case or a logic board, for instance, it will come up as one of three coverage statuses: "Apple Limited Warranty", "AppleCare Protection Plan", or "Out of Warranty (No Coverage)". Now, they cover those kinds of parts because they can be faulty; a logic board can have a bad circuit, a top case/keyboard can have a bad key, a hard drive can fail, etc. However, being that the bottom case contains no electronic parts, and is just a piece of plastic/metal, it is deemed by Apple that the only way it can get damaged is through misuse, so it automatically comes up as "Out of Warranty (No Coverage)", regardless of warranty status. Unfortunately, this doesn't take into account the rare (but possible) case of a DOA unit, as happened to you.

For the sake of the guy at the repair center, please be understanding. He wants to get that part covered for you, just as I would (warranties make technicians' lives easier, too), but sometimes there's no convincing Apple. I have faith, however, that with a valid proof of purchase and a strong push by the technician, Apple will cover it. Don't leave it up to him alone, though. Get a repair/confirmation number from the local technician. and call up AppleCare with that number, and make sure to bug the hell out of the AppleCare folks. Oftentimes, Apple will take the end-user seriously, but will just blow off the service provider.
Apple Product Professional
Apple Certified Macintosh Technician
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Apple Product Professional
Apple Certified Macintosh Technician
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post #7 of 7
7/7/07 at 12:53am
Thread Starter 
Quote:
Originally Posted by Karelia View Post

Working at an Apple Specialist, maybe I can help here.

Although I totally agree with you, the service provider may not be able to do anything about it. Whenever I go to order parts, like a top case or a logic board, for instance, it will come up as one of three coverage statuses: "Apple Limited Warranty", "AppleCare Protection Plan", or "Out of Warranty (No Coverage)". Now, they cover those kinds of parts because they can be faulty; a logic board can have a bad circuit, a top case/keyboard can have a bad key, a hard drive can fail, etc. However, being that the bottom case contains no electronic parts, and is just a piece of plastic/metal, it is deemed by Apple that the only way it can get damaged is through misuse, so it automatically comes up as "Out of Warranty (No Coverage)", regardless of warranty status. Unfortunately, this doesn't take into account the rare (but possible) case of a DOA unit, as happened to you.

For the sake of the guy at the repair center, please be understanding. He wants to get that part covered for you, just as I would (warranties make technicians' lives easier, too), but sometimes there's no convincing Apple. I have faith, however, that with a valid proof of purchase and a strong push by the technician, Apple will cover it. Don't leave it up to him alone, though. Get a repair/confirmation number from the local technician. and call up AppleCare with that number, and make sure to bug the hell out of the AppleCare folks. Oftentimes, Apple will take the end-user seriously, but will just blow off the service provider.


That's exactly the feeling I am getting too. The poor guy at Nextbyte in Perth has to go by apple. He did say but not in not so many words to call apple and complain but he can't do anymore if they are being firm with him. It has been escallated at apple now and hopefully I will get a response.

Does anyone know with the screen problem if its easy to fix. Is it a case of a bit of extra glue. To be honest I just want it fixed. I don't care for another machine belongs its sorted but the fact they are not willing to repair is what is now bugging the life out of me. You start to lose faith that when you really really need something doing they aren't going to cover it.

Thanks for the replies
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