AppleCare: Are batteries covered?
Hello all,
As I promised Apple, I'm sharing my experience with all the Mac users I know:
I called the AppleCare line a few minutes ago to request a battery replacement on my 18 month old Powerbook G4, 15". I'm only getting about an hour to an hour and a half out of the battery, after typically getting up to three hours.
I was told that AppleCare didn't cover the battery. I argued, telling them they replaced my PBG3 battery a few years ago under apple care for the same problem. The first gentlemen I spoke to, "Austin", was combative and unhelpful. He was basically being a real dick in his tone.
I was transferred to a "product specialist", who was equally unhelpful. He told me that 18 months could be the life of a battery, tried to blame it on my usage, and then said "Apple is not interested in replacing it".
So after telling him off (I believe I said he "was feeding me a line of bullshit, and that 18 months for a new battery is not normal"). I am now posting the experience here.
Apple is full off shit with AppleCare. I have a $200 extended warranty that doesn't cover the battery. I asked him when the policy of battery repalcement changed. He didn't know. I told him I hoped it was worth the $70 to Apple for me to tell all of the Mac users I know about the experience, whom include at least one developer.
He didn't care. Please tell everyone you know...and thanks.
As I promised Apple, I'm sharing my experience with all the Mac users I know:
I called the AppleCare line a few minutes ago to request a battery replacement on my 18 month old Powerbook G4, 15". I'm only getting about an hour to an hour and a half out of the battery, after typically getting up to three hours.
I was told that AppleCare didn't cover the battery. I argued, telling them they replaced my PBG3 battery a few years ago under apple care for the same problem. The first gentlemen I spoke to, "Austin", was combative and unhelpful. He was basically being a real dick in his tone.
I was transferred to a "product specialist", who was equally unhelpful. He told me that 18 months could be the life of a battery, tried to blame it on my usage, and then said "Apple is not interested in replacing it".
So after telling him off (I believe I said he "was feeding me a line of bullshit, and that 18 months for a new battery is not normal"). I am now posting the experience here.
Apple is full off shit with AppleCare. I have a $200 extended warranty that doesn't cover the battery. I asked him when the policy of battery repalcement changed. He didn't know. I told him I hoped it was worth the $70 to Apple for me to tell all of the Mac users I know about the experience, whom include at least one developer.
He didn't care. Please tell everyone you know...and thanks.
Comments
Originally posted by SDW2001
Hello all,
As I promised Apple, I'm sharing my experience with all the Mac users I know:
I called the AppleCare line a few minutes ago to request a battery replacement on my 18 month old Powerbook G4, 15". I'm only getting about an hour to an hour and a half out of the battery, after typically getting up to three hours.
I was told that AppleCare didn't cover the battery. I argued, telling them they replaced my PBG3 battery a few years ago under apple care for the same problem. The first gentlemen I spoke to, "Austin", was combative and unhelpful. He was basically being a real dick in his tone.
I was transferred to a "product specialist", who was equally unhelpful. He told me that 18 months could be the life of a battery, tried to blame it on my usage, and then said "Apple is not interested in replacing it".
So after telling him off (I believe I said he "was feeding me a line of bullshit, and that 18 months for a new battery is not normal"). I am now posting the experience here.
Apple is full off shit with AppleCare. I have a $200 extended warranty that doesn't cover the battery. I asked him when the policy of battery repalcement changed. He didn't know. I told him I hoped it was worth the $70 to Apple for me to tell all of the Mac users I know about the experience, whom include at least one developer.
He didn't care. Please tell everyone you know...and thanks.
FUCK YOU APPLE!
My friend, you need to learn about social engeneering, dont like the answer you get, hang up, call back and get a different agent...use a different tone, maybe even play dumb a little, make them want to help you Hell, try reasoning with them, "If you will replace a bad HDD after 2.99 years of intence use, why eill you not replace a battery that is only 18 months old..."
I understand your frustration, totaly,and I would be pissed too...but remember the first rule of social engeneering: you get more flies with honey than vinager...
While it sucks that the battery isn't working like new after 18 months, this is pretty typical of any rechargable battery. They don't last forever and it simply must not be profitable to offer insurance on such consumables.
I sympathize with your situation but don't think that anything dishonest or unreputable is going on here.
Originally posted by a_greer
My friend, you need to learn about social engeneering, dont like the answer you get, hang up, call back and get a different agent...use a different tone, maybe even play dumb a little, make them want to help you Hell, try reasoning with them, "If you will replace a bad HDD after 2.99 years of intence use, why eill you not replace a battery that is only 18 months old..."
I understand your frustration, totaly,and I would be pissed too...but remember the first rule of social engeneering: you get more flies with honey than vinager...
I am always agreeable until I feel I'm being spoken to rudely. What we have here is a change of policy without notification, couples with an agent who was abrasive. That pissed me off. Either way, you and I have a different philosophy. I believe that the customer is almost always right, and companies that want my business better damn well act like it.
I did ask them why they replaced one and not the other, and when the policy changed. No one had an answer. Let's remember that we're talking about a $240 extended warranty here. It ouught to cover the fucking whole computer.
dfiler:
I disagree about the life of these batteries. They're not Ni-Cads for pete's sake. They are supposed to last longer than that.
I don't believe the battery has *ever* been covered - if you received a replacement battery on your Pismo after the original warrantee, it was, IMO, either due to a recall, or an agent that didn't know better, and you just lucked out.
If the policy changed between your purchase of the Pismo and the new PowerBook, then you needed to read it before accepting it.
If, however, the policy was changed *after* you purchased it, *and* you can document that the original AppleCare you purchased did indeed cover the battery, *and* they never notified you, then you may have a case.
Most laptop batteries drop about 75% of their charge time in the first 18 months. You're not that unusual, nor is the battery.
Karma.
No. I didn´t mean that. Sorry. Please don´t kill me
By law we have a two year warranty on all products here. I have my hands dirty in procedures for repair and replacements of mobile phones at the telco I work for (one week to go).
The rule, accepted by ALL producers of mobile phones, is that if the customer have (or claims to have) tried to "kick start" their battery without any luck it is replaced within the 24 month.
I know you don´t live in a fucking dream world but still, with the proper arguments, you should manage to get them to replace the battery. Write to them instead of calling and demand an explanation why and when they changed policy and how you were informed about it. Believe me, they hate paper, because it can be used against them. They have to come up with a very good explanation. If it isn´t very specific then they could change all rights you as a apple care customer have just if they wish to and that would not be acceptable and Apple knows that.
When writing the letter direct it to the CEO of Appe Care of Jobs himself. Of course he would never see the letter but people hired to use 30 minutes instead of 2 minutes on every case and with the means to go beyond the rights of phone monkeys would handle your case. Their objective is not to have another "crazy customer" story to tell at the lunch table but to actually save the companies face both in the specifics and in general.
Originally posted by Anders
I know you don´t live in a fucking dream world but still, with the proper arguments, you should manage to get them to replace the battery. Write to them instead of calling and demand an explanation why and when they changed policy and how you were informed about it. Believe me, they hate paper, because it can be used against them. They have to come up with a very good explanation. If it isn´t very specific then they could change all rights you as a apple care customer have just if they wish to and that would not be acceptable and Apple knows that.
They may just sendd you a battery too...
Hypothetical but probably close
Battery cost to Apple $15-25 they still make $175 on the warrenty
lawyer to draw up a formal resopnce and deny you a battery: retainer + hourly charge of say $100 Minimum good chance they loose money on the transaction, and maybe open themselves up to a lawsuit if they did change the terms w/o notice
Originally posted by Kickaha
Actually, they don't. And check the paperwork that came with your AppleCare, I'll bet you it specifically says the battery isn't covered.
Most laptop batteries drop about 75% of their charge time in the first 18 months. You're not that unusual, nor is the battery.
That is absolutely correct.
Batteries on laptops, as well as the PRAM batteries on logic boards, are classified as "consumable" items, because their performance/charge/capacity will degrade over time through normal use, and improper or excessive usage can make it happen even quicker.
But that's besides the point - Apple obviously hates you!
I called apple and was told the same thing. I kept pushing and kept getting transfered when i finally got what i wanted. It was a big win becuase i knew they weren;t going to do it but read a success story like mine and tried. Low and behold. i have a nice new battery
The point is that at some time, the policy obviously changed without notice.
More likely than not the policy has not changed. What I believe you experienced was a sympathetic staff member checking/fixing/repairing/replacing the battery for you the first time OR that batch of batteries was under a list of recalls. Either way you can't (well you can) bitch 'n moan about it IF the Applecare warranty states otherwise.
But I feel for you...
I must say I agree with a_greer on the other approach you should take in relation to this, they may not have to do anything for you but may be compeled to after either geting sick of you or your request falls on the right ears.
I do remember people claiming batteries but I think that was done out of courtesy by Apple because they were degrading quicker than what they should have.
Originally posted by SDW2001
The point is that at some time, the policy obviously changed without notice. I'll read the agreement and see what I can see.
Well, either you simply lucked out amazingly the first time (my guess - see if you can pull up your old AppleCare docs and see if the battery is covered - I don't believe it ever was), or they honored your old policy as written, and then changed it, and then you bought a new one without checking.
Serious question: how were they supposed to know to notify you about a chance in AppleCare policy? Track that you *had* bought one in the past, that you *were* buying one now, and then tell you at point of sale about any changes? Seems much easier and more reasonable for the customer to read the agreement before agreeing to it, just like an initial purchase. It's not like you bought one and then they changed *that* one.
Good luck getting it replaced, but to be honest, I'm not seeing where Apple did anything wrong on this. Batteries wear out, they're not covered by AppleCare (and to my recollection never have been), and Apple is doing precisely what you agreed to with them.
Apple is doing precisely what you agreed to with them
Is there a line in the agreement that says Apple customer service will be rude with the guy?
Like I said, good luck to him, but as far as replacing the battery goes, I'm not seeing where *Apple* has done anything wrong in their policies, which was his original assertion. Read the title, after all. He wasn't screwed, as far as a can tell, unless his AppleCare on this new machine really did cover the battery originally... which I seriously doubt.
Originally posted by skatman
Is there a line in the agreement that says Apple customer service will be rude with the guy?
Someone being a dick to you is not a reflection of how good a warranty policy is. ANY tech support, or any other support, will have its share of dipshits. Usually if you call back you can get someone else who will be helpful and you might have better luck. Report the dude if he really hosed you off.
I don't think they could change a part coverage after the policy started. As said above if you look at your docs I think you will find that it didn't cover it to begin with. A year and a half on most laptop batteries is about on the fence to when performace starts degrading, but that is not considered a defect. Kind of like the dead pixel policy. If you feel that is BS, the try Apple again. You'll never know unless you try again.
I didn't even try with my powerbook.
I even once got new batteries for two ibooks way after the 2 year warranty had run out. But my trick was to get my girlfriend to call with her sweetest voice. Some of those people don't get out to much.