I'm trying to get through to and speak with someone who is "high" up at Apple, but am told by everyone I speak with that they do not have a supervisor!!!??? It's concerning an iBook G4 I purchased brand new, and had custom configured by them 3 yrs ago, also purchased an extended warranty, which is up in October. Anyhow I have had the lcd replaced twice, and now the logic board. I have been told by BMac and twice by The Mac Group, that after three major problems, I can get a new one, well Apple is surely being 150% un-cooperative. Just thought maybe someone here has been through the same situation as me, and would be able to help, or provide #'s.
Cheers,
Jessica (jessin9 at yahoo.com)
I'm trying to get through to and speak with someone who is "high" up at Apple, but am told by everyone I speak with that they do not have a supervisor!!!??? It's concerning an iBook G4 I purchased brand new, and had custom configured by them 3 yrs ago, also purchased an extended warranty, which is up in October. Anyhow I have had the lcd replaced twice, and now the logic board. I have been told by BMac and twice by The Mac Group, that after three major problems, I can get a new one, well Apple is surely being 150% un-cooperative. Just thought maybe someone here has been through the same situation as me, and would be able to help, or provide #'s.
Cheers,
Jessica (jessin9 at yahoo.com)
Jess
Sorry to hear about your issues with apple, i had a Rev A 17" imac and had 2 superdrives replaced and a logicboard and was still having problems and was going to need a new LCD and bezel when i said hey enough is enough. I called apple and the first person you get in tech support is not going to help you. Ask to speak with a " Product Specialist " i think thats the title..they are the people who are above the front line agents. The person i spoke with name was Stanley, maybe asking for him will get you past the front door. After speaking with stanley i made it clear to apple that i have had MANY issues with all my apple products, just make up some stuff lol it works. Stanley replaced my machine to a new Rev C Imac with built in i-sight, and he even upgraded me to a 20" model and replaced my memory aswell because it was nolonger compatible with the new machine so i started with a 17" imac with 1 gig of memeory and the 80 gig drive and walked away with a 20" imac with isight 1.5 gigs of memory and 250 gig drive. Just keep pushing. if the first person you talk to refuses to let you speak to someone hire up dont give up ask to speak to a supervisor and dont get off the phone until they pass you on...just keeeeeep pushing sooner or later the agent that you get will get sick and tired of fighting with you over this issue they will just want to pass you on to someone else to get you off their line. If that doesnt work just keep calling back and get a different person each time call at different times of the day untill you get what you want...i found during the day was the best. Be nice but be firm don't get upset and start cursing at them cause it will only make things worse...
Best of Luck
PS: too bad the new macbooks were out yet you could get an upgrade to that...they might not want to replace it cause the levels of the product might be low because of the release coming soon..but who knows that is all speculation.
Thanks for your help PowerBookG417
any luck yet...are they sending you a new ibook ?
Well yesterday received a call from a lady at executive relations, but missed the call, returned it today to get an answering machine, so I left a message. No word yet, however they did happen to know that I picked up my iBook yesterday from the repair shop, which was the 3rd major repair (logic board replacement). So I think this is good news, sounds like it could be someone high up, who might finally do something...i will keep everyone posted
is the machine working fine now, cause if it is...you might not get a replacement if its working properly i think its after the 3rd major repair they will replace it.
well i just got the machine back monday afternoon, there were a couple little things still happening at first, like it didnt recognize my stick of 512mb, it recognized it as 256mb, but once removed and put back in, it was fine.
Finally spoke with this lady from Apple from executive relations, she'd like to offer me an ipod shuffle or battery for all the inconviniences ive gone through. I told her I was going to think about it and get back to her. So what should I do at this point?
Unless you can find a way to break your ibook, which there are many, however without gettin caught then you just might have to settle. When is your warrenty up ? The reason i ask is because you could say to her "my warrenty is coming up and im worried that i might have a lemon after all the work this machine has gone threw im scared its going to continue on" She might offer you an applecare warrenty. If you were to get the warrenty...thank her very much and go about your way...atleast then your going to be covered for another 2 years. then if anything else happens your covered and you will get a new machine the next time. and hopefully a newer model will be out.
What's the final result?
I had a powerbook which has replaced superdrive, battery, and power adapter.
and the display card has potentially defective possiblity
They still won't do anything. They may consider if I continue having problems after the third repair.
yah i have a feeling that your not going to get anything this time...try to get them to give you a applecare warrenty to protect yourself over the next 2 years...then that way if something else happens then your never service they will replace it for you
Hello.
If you are in Ottawa have you tried Mark MacLellan at Apple Canada?
Another person in Ottawa since the demise of BMac is Leo Galioto from Bitworks.
They should be able to confirm or deny the 3 stikes warranty.
Rob
Quote from: ACHANNEL on May 20, 2006, 09:08:50 PM
Hello.
If you are in Ottawa have you tried Mark MacLellan at Apple Canada?
Another person in Ottawa since the demise of BMac is Leo Galioto from Bitworks.
They should be able to confirm or deny the 3 stikes warranty.
Rob
No I havn't tried Mark MacLellan. But guess what!? My ram just went on me, fourth thing! I had a stick of 512 that would flicker back and forth to 256mb. Had the ram custom installed by Apple when I purchased the iBook. I am calling them back this week. This is total BS!
okay...so here is the trick...when you call them back make sure you emphasize the fact that your constantly have issues with your mac, even make up previous products and excuses as to how they my have gone bad aswell, but make sure you say you are loyal to apple...put on the sob story... make them feel you have had the hardest time with apple products...and hopefully they will give you a new mac...make sure they match the ram that you had in your old machine
will do, thanks for the tips! :o)
I'm going to call beginning of next week
Keep us posted
Wow, you seem to have had many problems with your iBook.
Mine is a G4 purchased in August 2005 right after the update so i got the discount.
I have not had any problems with it.
I don't know why they are not helping you they should just replace the computer and get it over with.
Anyways I hope your computer is fixed if not lets take a visit to Mr. S. Jobs
I still havnt contacted Apple regarding the 4th problem, faulty ram, I guess I should get around to it, I havnt really been in any rush, since I know they will give me a hard time, and will just cause me more grief...
Isn't that pathetic customer service!?? I mean I'm not trying to pull anything here, I just want a computer that is going to do what Apple claims it will do! I don't think I'm asking for much, considering I paid $2500 for a piece of shit.
Very sorry to hear about your troubles. Very un-Apple.
Well my 2 cents if you haven'y called ..... make the person you talk to the hero. Customer service people do the most when they think you are the most appreciative. Be polite, point by point chronicle what's happened, and then end it with how much you love Apple and this whole experience has been a nightmare, and it would be super if someone would just understand what you've gone through AND wash it all away.
I have negoitated many times with manufacturers and it's always the firm but plucking on the heartstrings approach that works best. You get someone mad and they stop listening to you.
Best of luck!!!
Ed
Well at last someone someone at Apple has heard my cries...
The hard drive just went, brought it into the shop but didn't get it fixed. I was able to talk to someone from Customer Relations, and they investigated with my technician that the computer had not been abused, and that it just seemed to be a defective computer. That day they called me and left me a message saying they were going to go ahead and give me a replacement computer!!!!!!!!!!! Wow I am so relieved, its about time. Now I am just waiting for Apple to email me UPS mailing slips, which should arrive on Monday, so I can go ahead and ship it out at the expense of Apple. Once they see the iBook is in transit they will send me my new MacBook.
I want to thank everyone for all their support and advise, it has certainly helped me through this ordeal.
Also a HUGE thanks to my technician at The Mac Group, Hannes, for all your wonderful work.
I will update when I actually receive the MacBook, would should be arriving in about 3 weeks time.
Cheers and thanks once again,
Jessica
P.S. And good luck to those of you who are in the same situation as I was, just remember the following: patience and persistence.