MacBook came back from Flextronics beat up again

Well, this is my second MacBook. My first was destroyed by Flextronics (company Apple hires for repairs).

The case started separating on this MacBook and the battery was starting to deform. Called AppleCare last Tuesday, they had the system Thursday and now I have it back.

They replaced the battery and the "top case". However, the top case is dirty and miscolored. The system is extremely scratched (Just like my last one was) all over, even above the SuperDrive.

The side with all of the ports is now weak and feels like it has absolutely no support (before it was solid) and the plastic above the battery, below the top case, now makes clicking sounds and can be pushed in.

So, once again, AppleCare comes through in destroying my computer rather than repairing it.

Waiting for a call back from Ken Bell now.

 

Time to write an angry letter . Good luck in dealing with them. Repair services can be a pain. Just remain calm and try making them see things your way.

 

That's a bummer. Call AppleCare on the carpet. They shouldn't get away with that sort of treatment.

 

Still waiting for the call back from Ken Bell. I've left him a couple of voice mails so far. I haven't heard from him since Friday.

I realized that the plastic above the battery feels and sounds like a mouse button. So I guess I have the first Apple notebook with two mouse buttons.

Also, the second screw on the left side (the one farthest back from the front) feels like it could break with enough pressure. There are scratches everywhere. The screen is also not evenly lit any more, with the left quarter of the screen being slightly washed out and having a blue tint.

Flextronics really screwed my system up. If I dont hear back from this guy in a few minutes, I'm calling AppleCare with the reference number I was giving and suggesting a swap at an Apple Store.

Its funny how not even a year ago I was cursing the day I bought that first HP system and being happy I finally made the switch to "better" computers.

The problems I had with HP were all hardware failures.. The problems I've had so far with Apple have been pure quality control and build issues.

I don't know whats worse. Having a motherboard fail or having the system fall apart and then get beat to all hell during repairs.

 

Speaking of clicking sounds... I've realized that if I put pressure on the bottom of my MBP on the left side it makes a bit of a clicking noise too.......

 

Finally received my phone call. What a jerk!

Basically, I'm sending it in for repair one more time. If it doesn't go good this time then they'll refund it.

Several times he tried to tell me it was "cosmetic issues" and that Apple was doing it out of "customer service". I had to remind him that, legally, under California law, Apple is responsible for any and all damage caused during their "repairs".

He even tried to tell me my previous system, with the defective mouse button and optical drive that was made unable to read discs by Flextronics, was replaced "out of customer service".

I had to remind him numerous times of California Civil Code 1750 and that Apple was not doing it out of customer service, they were doing it out of legal obligation.

Seriously, what a jerk.

So anyway, we'll see how things go.

He even had the nerve to say "thats what you've been after all along, right?" after he mentioned the refund. I told him no. I liked the system, despite OS X being overrated and not being able to do what I like it to do, I do like the hardware. It's small, portable, and gets great battery life. I want to keep it. I just want it without issues.

Seriously, that guy was worse than Roy Herrara over at HP.

 

Sorry to hear your troubles, SauronMOS. I'd definitely argue for an exchange. Maybe this time you'll get one good .

 

Honestly, I really don't want an exchange. I just want this system in the same condition I sent it out in, minus the separating case and bulging battery.

The battery was fixed, which is good.

But now the case is all messed up.

Especially after the attitude that jerk gave me, I want the system fixed and to keep it out of spite to prove to him that I'm not out for a refund or upgrade. I just want the system without any kind of defects!

I swear man.. I never had issues with any of the computers I built myself. All of my computer problems started with that first HP I bought. Motherboard goes bad in it, despite living its life on a desk and rarely getting moved from one flat surface to another. Second HP goes bad even though it lived the same life. Third HP is holding up brilliantly, even though I've pushed it harder with gaming than any desktop I ever built. I finally received a winner from them.

I buy the MacBook to try and escape the problems I had with HP but still have a good notebook. SuperDrive goes bad and the case discolors. Flextronics screws up the repair, I get a defective mouse button and the case gets damaged. They replace the case, ignore the mouse button, and destroy the case and render the SuperDrive unable to even read discs (before it just couldn't write them properly). Now this MacBook has the same issue a lot of others have had, with the case lifting and the battery deforming. They replace the battery and the top case, even though its not properly sealed, and now the rest of the system is scratched up. Then I deal with a guy who makes Roy Herrara, the worst case manager HP has, look like a saint.

 

Well, I just sent sjobs at apple.com an email. I was polite and as professional as I could be. I clearly explained that I didn't appreciate having my intelligence insulted by being told that a fire hazard, defective optical drive, etc. are "cosmetic issues", and that I didn't like being indirectly accused of trying to scam Apple out of a refund.

I explained that if I didn't want the system, the original purchase would have never been made or I would have sold it a long time ago.

I said that all I want is my system restored to it's previous condition, minus the bulging battery and case separation.

So, we'll see how things go. Last time I sent an email to that address after receiving my system all beat up and things worked out thanks to the help of Diana S. Hopefully, this time, whoever actually does read that email will see that the person went overboard and that I am truthfully looking for a repair, not a replacement or a refund.

 

Received a call from Nate Doss this morning regarding the email I sent lastnight to [email protected]

Unfortunately, I missed the call because I had my iPhone silenced So now I'm waiting for a call back.

Less than 12 hours to respond though. Not bad! I guess they took me seriously when I said I didn't like my intelligence being insulted by being told that an optical drive that cannot read or write discs is a cosmetic issue.

 

Do keep us updated about what happens!

 

I had a similar issue in the past, that is why I always go to an apple store before submitting my laptop, this way if there is some damage, guess what I raise hell on the spot.

I had a DOA Macbook Pro, manager went to the back, and returned with a new one... Never had to raise hell, they just liked providing good service??

GL

 

Well, I received the call back right after I posted that.

What a difference! Nate Doss was (or at least acted) sincere, polite, didn't accuse me of anything, and actually (again, or acted) like he wanted to take care of my problem.

So the system is going out for repair again. As I had originally agreed to. He took notes about everything, the case being weakened now, etc.

So I hope it will work out this time.

I honestly do not want a replacement (or a refund, as Ken Bell essentially accused me of being after). I just want this all to work out.

 

I think I would happily accept a refund after they messed up with the machine already. After all this is a damaged machine even if they repair it and for the money you spend you can expect a 'new' working machine.

 

Well, if they repair it and get it back to the same condition it was before it went out, minus the case separation and deforming battery, I won't mind.

I don't want a refund because I do want a notebook the size of the MacBook. I don't want a replacement because that means I'll be getting the X3100 GPU, which has horribly unstable and lacking drivers.

Flextronics will have my system in their hands in a few hours. The worrying begins :\

 

My MacBook is FINALLY coming back to me! It will be here in about 12 hours. FINALLY.

I just realized today that, out of the 11.5 months I've owned a Mac, Flextronics has had both for a combined amount of time of 6 weeks! I guess I'll find out in half a day what kind of condition its in.

 

Nice man! Glad to hear back from you on this news. Please do post here again with what happened and your thoughts once you get it back!

 

I definitely will.

The waiting begins. I called FedEx and they won't let me have them hold the package so I can come pick it up. So I have to wait for it to show up within the next 4 hours

 

Well, I got it back. I must say that I'm VERY surprised.

It actually came back in near perfect condition! Complete with a new battery! And so far, everything works beautifully. Amazing!

Credit definitely has to go to Nate Doss at Apple Executive Customer Relations though. Without him it wouldn't have turned out that way. I'm definitely going to make sure that I send an email to [email protected] and get ahold of the woman who called me from Apple who claimed to be the manager of the customer relations team and let them all know that he deserves some kind of recognition for all he did.

 

Now this is good customer service. From the customer that is. They might have screwed up the first couple of times, but you gave them the opportunity and appreciated their efforts. Good for you. Not so good for them considering how many tries they took to get it right.

 

Yeah I definitely appreciate what Nate Doss did for me. He handled the case great, as did Diana S. last year. Apple handled everything great.

The problem is with Flextronics. Its unfortunate that Apple is probably locked into some contract with them and has to deal with them until its up and they can find another large company to handle the volume of repairs they have to deal with.

All I wanted was a repair. I wasn't looking to get an upgrade through repair. Not like a couple of people I saw on various forums. I saw one guy that had purchased an original Black MacBook. Something went wrong with it after some time and they eventually replaced it with the current one. Then the 10.5.2 update messed up his keyboard and now he says hes going to tell Apple he won't be happy until they upgrade him to a MacBook Pro. That's ridiculous Getting your system replaced with the current model of equal price is reasonable, though I'd be fine if they replaced it with a refurb of the same model (depending on how long the system has been owned). But demanding a very significant upgrade from what you originally purchased is certainly not reasonable in any way.

 

Nice man! Glad to hear it turned out that way! That is really great news. Good job with following up with apple on your issues, I know not all people are willing to do that or have as good patience as you have shown. Good for you!

 

Congrats

This is something you don't see on the d3ll forums...