Apple No Longer Honors Their Warranty

I purchased a brand new MacBook in January 2007.

On March 16, 2007, I called Apple to schedule the now three-month old MacBook for repair. A hairline crack on the top case appeared. I included a letter and a picture. Apple repaired it free of charge because the hairline crack on the top case was covered under the AppleCare warranty.

On May 31, 2007, I called Apple to schedule the now six-month old MacBook for repair. A hairline crack on the top case appeared.

Yes, the same freaking problem.

The Macbook arrived in Memphis on Saturday, June 2.

Monday, June 4, I call for a status update. The technicians cannot find the problem.

Tuesday, June 5, I call for a status update. Everything is taken care of according to the operator.

Wednesday, June 6, I call for a status update. The operator transfers me to Elizabeth. Elizabeth says the problem is cosmetic and is not covered under AppleCare.

I tell Elizabeth that the problem was resolved the first time in March. Elizabeth says it was not. Except, it was repaired the first time by Apple.

Yes, Apple repaired it the first time and will not repair the second time.

If you buy an Apple laptop, do not expect any service what so ever.

 

but they did repaired it the first time did they not? if that is so what do you mean by "do not expect any service whatsoever??? I am confused

 

a hairline crack appeared? Apple didn't necessarily have to repair that at all. That is a very unlikely thing to happen due to product defect. But even then they were williing to repair, you have no idea how many people come in with an obviously dropped laptop wanting it repaired, many times they do but sometimes they obviously do not.

i am not saying your laptop was dropped, but as it is popular, you are going to have to make your case more apparent instead of just giving up, if it was in fact no fault of yours.

keep on them to fix it it if it is a defect.

it sounds more like the top case was just scratched or something, which definitely should not be covered. if it wasn't their when you received the computer, it is pretty unlikely it is just going to be cracked or scratched on its own.

good luck.

 

Many notebook manufacturers won't cover minor scratches, scuffs, or cracks to the plastics/metal casing unless it arrived new in that condition.

These kind of physical blemishes are written off as normal wear and tear and you'll be VERY lucky to get a manufacturer to cover it under warranty unless you can make a very good argument that it's a design flaw and not just your rough use of the notebook.

 

Circa and Jerry are right, but try calling them again and pushing your case. Be polite but forceful, and let us know the results.

 

I disagree. These hairline cracks have been documented and they do not come from improper use, rather from some kind of defect in the plastic molding process. It's the same kind of cracking that plagued the G4 Cube. Apple should repair it. It would be a PITA to prove that normally, but since Apple has repaired it once, I'd take that to the last consequences if I were you. Document every contact, and make clear you are doing so, record calls. Send them the receipt of the original repair job and let's see what happens.

 

and quote that to Apple as well!

 

I agree with Wooky. Call the corporate office in Cupertino (number is on their page) and ask for customer solutions. If anyone at Apple can help you it's them. Explain the situation and how you want it to be resolved. They should be willing to help.

 

yeah this is obviously a situation where they are going to make your life difficult so that you give up, because again they would go out of business repairing every single laptop that had a crack blemish etc due to drops and what not.

but if you are serious and can show it is their fault and not yours, you give them hell, they will probably give in.

 

i think it is fair to say that certain cosmetic defects should be fixed it if it is due to manufacturing problems. for example, old gateway computers used to form large cracks around the hinges due to poor manufacturing, and for the most part, people have been able to get them fixed.

it might be helpful to find some documentation of this hairline crack phenomena in supporting your case (not to say wooky doesn't know what he is talking about, but i doubt apple would just take the word of some random person)

 

Yeah, when the G4 cube came out there were tiny cracks around the top corners of the computer where it curved around to form the cube shape. That was obvious and Apple announced it as a known defect and honored every customer to have it repaired.
Management has the right to make the call on selected repairs that are not known defects so they may fix it the first time but don't expect them to do it every time. They may even fix it for a friend of yours but not you.

 

yeah i think just get a hold of customer relations and see what they can do, if this is an issue many people are having, you should have no trouble with a fix.