Powerbook update (just to make Fran411 jealous)

in General Discussion edited January 2014
for those who were following way back when, my PowerBook had some funkyness with the sceen, and the case was a bit loose. i'd called up the AppleCare folks and got really crappy service, then planned on bringing it in to an AppleStore.

well, i brought my machine in right before vacation and had them look it over. the service was amazingly better, and the guy knew his stuff. the machine went off to get fixed and that was that.

i came back from vacation today and got the box in the office with my laptop. turns out the gave me an entirely new machine (same specs), and transferred all of my files over perfectly.

i must say i'm extremely pleased and impressed with the service, and the difference between someone on the phone and someone in person was like night and day.

overall i'd have to give their service an A+, which i wasn't expecting.

lol, i suppose that after the latest revision of machines comes out, they got a butt load of old ones they're trying to get rid of anyway, what better way?

[ 12-30-2002: Message edited by: alcimedes ]</p>


  • Reply 1 of 32
    defiantdefiant Posts: 4,876member
    I'm happy that it finally worked out.
  • Reply 2 of 32
    emaneman Posts: 7,204member
    Great to hear
  • Reply 3 of 32
    I had a similar experience.

    Sent in my 500 to get it fixed, it came back with a ridiculously loud hard drive and scratches on the back of the screen.

    This was like the 5th time I had sent it in, and would have been the 3rd hard drive replacement.

    2 hours on the phone later, I'm getting a 667 DVI sent to me.
  • Reply 4 of 32
    alcimedesalcimedes Posts: 5,486member
    maybe Fran411 should try sending in his PB now?

  • Reply 5 of 32
    fran441fran441 Posts: 3,715member
    <img src="graemlins/bugeye.gif" border="0" alt="[Skeptical]" />

    Actually, I have to send in my PowerBook to get it looked at again. I've been putting it off, though, because I really need it right now. Plus, my AppleCare experiences have hardly ever been good.
  • Reply 6 of 32
    fran441fran441 Posts: 3,715member
    *is on phone with Apple Support right now*

    *has already been hung up on twice*

    *shakes fist*
  • Reply 7 of 32
    emaneman Posts: 7,204member
    Why'd they hang up on you? And what's wrong with your Pismo now?
  • Reply 8 of 32
    defiantdefiant Posts: 4,876member

  • Reply 9 of 32
    fran441fran441 Posts: 3,715member
    I finally got through and they had to *transfer me* to the PowerBook department.

    The times that I got disconnected, the phone would ring as if I was going to talk to someone and then it would go dead. I never actually talked to a human being.

    Right now, my Pismo's hinge is shot. I need to prop up the screen with something behind it or it will crash down. Then there is my battery which holds less than an hour of charge and my DVD drive which was a replacement from last summer which doesn't read DVDs and some CDs. <img src="graemlins/hmmm.gif" border="0" alt="[Hmmm]" />

    There's some other stuff too, but I'm not going to get into it here. It will just make me angry before I talk to the Apple Support people and I'm sure it's already in their system that I'm a 'hostile person'.
  • Reply 10 of 32
    fran441fran441 Posts: 3,715member
    Well I got off the phone with Apple, and after a long conversation, a box is coming to pick up my Pismo on Monday. Hopefully, things go well, but I'm skeptical.
  • Reply 11 of 32
    defiantdefiant Posts: 4,876member
  • Reply 12 of 32
    emaneman Posts: 7,204member
    Good luck, Fran!
  • Reply 13 of 32
    alcimedesalcimedes Posts: 5,486member
    Fran, seriously, **** the phone people. they're morons.

    the guy i talked to asked me "well what do you expect apple to do about it?"

    lots of attitude, nothing useful.

    if there is any way possible, bring it in to an Apple store.

    the people know more, and are much more polite when you could throttle them if necessary. the difference was amazing between the two experiences. i wouldn't recommend ANYONE, EVER talk to the apple phone folks. they're morons. (at least the ones i dealt with) the GB folks were wonderful though.

    plus that way they see what's wrong, it's in their writing, and it's their diagnosis.
  • Reply 14 of 32
    fran441fran441 Posts: 3,715member
    1/3/03 Repair Requested

    1/6/03 Request Acknowledged

    1/9/03 Unit Received

    1/9/03 Begin Repair

    1/9/03 Hold - Admn. Requote

    [quote] When a product to be repaired is placed on hold, one of a variety of issues may be the reason. Here's a more thorough list of the reasons:

    Hold - Waiting for Quote / Requote - Diagnostics Complete
  • Reply 15 of 32
    fran441fran441 Posts: 3,715member
    Oh, it's getting better.

    They want to charge me $629.95 to fix the computer due to 'damage to the plastic casing'. What was the damage to the plastic casing do you ask? It's from when the hinge popped off of the machine! Yeah, it's really my fault that the hinge broke.

    The quote also includes the battery which 'drains quickly'. That's why I sent the thing in to be replaced! How is the battery draining quickly (About 1 hour of battery life) my fault?

    I just don't get Apple sometimes.
  • Reply 16 of 32
    fran441fran441 Posts: 3,715member
    I was 'firm' with the Apple Care Customer Service Representitive and told them all of the problems I've had in the past. She looked up my case history and about 15 minutes later, came back on the phone saying that they were going to move forward with the repairs at no charge and were going to expedite it.

    She also said that if there was anything wrong with the machine at all when I get it back to call them back immediately to get it squared away.

    I'll be happy when the machine is back. Until then, I'll just keep my fingers crossed.
  • Reply 17 of 32
    low-filow-fi Posts: 357member
    wow...is this nearly a resolution with your powerbook fran :eek: this has been ages in coming!

    hope it all goes well... *crosses fingers for pismo*

  • Reply 18 of 32
    fran441fran441 Posts: 3,715member
    Well my PowerBook came back today. It has a new battery and a new case. Unfortunately, Apple did NOT fix/replace the DVD ROM drive. Not only that, but it no longer reads ANY CDs or DVDs (the drive never read DVDs to begin with).

    It looks like I'm going to be back on the phone with Apple again tonight. Even when I 'win', I lose.
  • Reply 19 of 32
    fran441fran441 Posts: 3,715member
    Well I'm off the phone with Apple. They put me through an unbelievable amount of stupid tests to get the DVD-ROM drive to work again.

    Finally, they wouldn't admit that the drive was broken despite the fact that none of these 'tests' worked. Why wouldn't they admit it wasn't working? The PowerBook was just at Apple's repair center and someone there said that the drive worked 'within specified perameters'.

    So instead of doing the thing they should have done in the first place (which was install a new DVD drive), they claimed the drive worked with CDs and DVDs. Now they won't even send me a new DVD drive to 'swap out' like they normally do.

    Instead of doing it the normal way, they 'insist' that I take the computer to an authorized Apple dealer and have them see that the DVD drive doesn't work. At that point they will either have to order a new DVD-ROM drive or send my computer back to Apple for me. That's about the last thing I want to have happen (sending the computer back to Apple).

    Needless to say, I'm pissed. Apple obviously doesn't care about it's customer service at all.
  • Reply 20 of 32
    trevormtrevorm Posts: 841member
    Thats great service.

    On the phone to Applecare in Australia is disgusting to say the least. Really utterly horrible! In comparrison Dell Support is really truelly fantastic, Apple in Australia should take some pointers!
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