Opinions on pursuing Apple due to faulty MacBook

marms

HappyChappy84 wrote: »

Well, I would call more than 8 replacement iPhone 4 in the first year more than unlucky! Each one with more issues than the last. The 7th phone had reception issues. They told me it was just the network and to go away (albeit it politely). I told them I wasn't happy as my warranty was just about up and that other niggly little faults were telling me something was seriously wrong (song playback issues being one of them). "Don't worry, we know you've been in and we are quite flexible with warranties" said the manager. 3 weeks out of warranty I wasn't getting any signal at all so I went back and "sorry, can't help you as it's out of warranty now. I can see how much a replacement would be if you like?". No record of me being in and what was said the previous time. Eventually when the manager appeared, "oh, I thought it was just you imagining things, it really has got a problem". Then I reminded him what he said previously "Oh but it's 3 weeks now when I said flexibility I meant 2 or 3 days". Half an hour of arguing it took to get a replacement phone and I'm sure they only did it to get rid of me.

Then there was the "Genius" that called me a liar (if anyone has a thorn up his yaris it's this guy!) That same "Genius" 6 months later didn't do his job properly because he couldn't replicate my problem in store so ended the appointment after about a minute. Once I got home the problem replicated itself and I ended up with a blown speaker. I have had a few war of words with them in my local store about him, I even lodged a complaint but nothing was done. When I asked the manager for a complaints line/email address she persuaded me out of it and said that she would deal with it herself. A month later I found out from a mutual friend that works there that nothing had been done so I did go higher up and complain. A week later when I went in to the store they all avoided me, no one wanted to help and when I did corner one I could tell he didn't want to be there. I guess that's what I get for grassing up one of their own.

If I have a problem now I'm going to Glasgow and I refuse to spend another penny in my local store.

If any company treated me like that and supplied 8 faulty phones in a year I'd be refusing to give them any money at any store.

robmar0se

Referring to the OP post, difficult one - I guess you should ask the guys to (i) test the fault is not the battery (this is a consumable item and not guaranteed over 12 months) (ii) re the two smaller items. agree to them repairing them if necessary (and pay their charge) (iii) if they believe that the logic board needs replacing, then first ask them what is wrong with it and why - be persistant - this may provide you with the info you require for SOGA. Lastly when satisfied ask for it back without a new board.

Then call Apple and give them chapter and verse. Hopefully their "normal" CS will address the issue positively. Otherwise you should have the info to goto Ebuyer (SOGA is only against the retailer I believe)

HappyChappy84

robt wrote: »

Indeed - I would call it user error.

Hardly!

Phone 1. Was perfect, was glad to own an iPhone that fully worked without any glitches. All of a sudden whenever I called/someone called me I could hear them but they couldn't hear me. I asked for it to be repaired or replaced with new as it was only 4 months old. I argued and argued but the best I was going to get was "we can only offer a reconditioned unit". I wish I knew my rights and SOGA more back then.

Phone 2. I had it a few days and then all of a sudden my apps had been removed from all their folders and dumped across several screens. Whenever I tried to make a new folder the app I dragged in bounced out and back to the screen. Took it to apple and got the "have you restored it line" I told them I hadn't and gave them permission to do so if they wanted. The phone was bricked during the restore.

Phone 3. After a while whenever I connected it to iTunes to sync I got "This iPhone is synced to another account, would you like to sync to this account?" Every time I opted for yes it refused to put my apps back into folders how I had it set up. Took it apple and got told "nonsense" so I let them see for themselves. They also checked my MacBook over to make sure it wasn't screwing the phones up. The same happened to them and couldn't understand why.

Phone 4. Phone 1 was purchased unlocked from Apple so I could put any SIM card from anywhere in the world in without having to "connect to iTunes to activate". I did my research well on this point before parting with £500! I took it to apple where I got "reconditioned phones aren't fully unlocked like they are when purchased new. It's in the T&C's that you accept this and the fact you have "connect to iTunes" after changing the SIM. Eventually the "Genius" managed to get hold of instructions on how to get round it. When she tried to do it it wouldn't work so yet another phone. Thankfully she made sure the workaround had worked before I left the shop.

Phone 5. Setting up phone 4 from back up and it didn't put all my apps into their folders. Spent two hours in bed putting everything in to folders and noticed I had no signal. Tried turning flight mode on and off a few times to no avail. Switched the phone off and it refused to come back on. Even that one had apple bemused. For my troubles one of the under managers said I could have any case I wanted for free. I said "any?" and got "well, not the ones with the batteries in them". Went to pick my case and the top manager (who is built like the back end of a cargo ship) was stood blocking all but the crap. Do I really want a pink case or something with cartoon characters on? No! so I left it.

Phone 6. Had it a couple of days and it was on the coffee table when I noticed there were very very light scratches all the way across the screen. These were very light and I could only see them due to the way the sun was shining on the screen.

Phone 7. Reception issues as detailed in another post.

I am now on phone 8.

marms wrote: »

If any company treated me like that and supplied 8 faulty phones in a year I'd be refusing to give them any money at any store.

But what do I change to? I've spent hundreds of pounds on Apps/music/movies etc since the day the iPhone 1 was released here.

marms

HappyChappy84 wrote: »

But what do I change to? I've spent hundreds of pounds on Apps/music/movies etc since the day the iPhone 1 was released here.

You're bound to be able to use the music and videos on other devices, why keep using overpriced substandard products?

HappyChappy84

marms wrote: »

You're bound to be able to use the music and videos on other devices, why keep using overpriced substandard products?

Yeah that's possible. But I'd literally be throwing away hundreds of pounds worth of apps then.

gonzo127

HappyChappy84 wrote: »

Yeah that's possible. But I'd literally be throwing away hundreds of pounds worth of apps then.

then just accept you are now Apple for LIFE as the only thing that will happen is you will spend even more in their ecosystem as another useful app comes out which will be even more reason to stay with them,

wba31

Marty82 wrote: »

Hey all,

I purchased a MacBook in August 2009 but it has now developed a fault. It will only run off the mains and not the battery. My local Apple Store says it will need EITHER a "Battery Connector with Sleep Switch" at £23, a "Board, MagSafe, DC-in" at £5 or a "Logic Board, 2.13GHz" at £265. A labour charge of £24 would also apply. I don't mind paying for either of the cheaper parts but replacing the logic board would amount to almost a third of the cost of the laptop! The store said they won't know which part it will be needed until the open it up.
Electrical items these days dont last as they should, and for that reason i will always buy additional cover when possible...

I have contacted the seller (ebuyer.com) and Apple by telephone and neither want anything to do with me.

My questions to you are:

Do you think the battery should have failed by now? I don't!

Do you think I have any hope of assistance from either company? I've looked at the following page (http://www.moneysavingexpert.com/shopping/how-to-complain) and the "SAD FART" paragraph makes me think my laptop should have lasted longer as it cost me over £700 rather than a cheap £200 unknown brand from Tesco.

Thanks in advance.

Martin

Unfortunately on this i think it's a case of once warranty has passed it is on you. Apple provide Apple Care that covers you for an additional 2 years.
I agree that when you pay that much on a product it should work for years and years! however i bought a Sony Vaio for £800 a few years back, and the mother board failed in 18 months. i then bought a macbook for £700, that still works fine now (4 years old). and have since bought a macbook pro that is 2 years old and again works fine.

If i were you, i'd be pushing for a proper answer. If you get one part changed, and it's the other, you're out of pocket, and they should be clear that you only pay for one repair in my opinion.

Marty82

Thanks for all your help guys and gals.

I took my laptop to a friend who runs a computer repair shop who tried replacing the battery and the charger and the same problems remain. He didn't want to take it apart, as he's not an Apple authorised repairer, but it does mean I can now say to ebuyer that I have tried replacing the charger and battery with no success.

I sent ebuyer a letter last Monday, by registered post, detailing my complaint under the Sale of Goods Act and gave them one week to reply. I haven't heard back yet but will give them a few more days. Any idea what I should do next if they either don't reply or reply in an unpositive manner?

Thanks again!

wba31

What exactly are ebuyer supposed to do? the laptop is 2 years old, and you are out of cover as you did not purchase apple care? how long do you expect the item to work for. If we were in July of next year would you be arguing that it should work for 3 years? i think you need to get real. Apple give indications of roughly how many charges their batteries should last for, the macbooks had roughly 1000. This was dependant on appropriate care being given to the battery, such as recallibrating every so often etc, but there is no definate answer.

i think you should give up the fight and accept it's just broken.

try contacting consumer direct, and please let us know what they say in here...

Marty82

wba31 wrote: »

What exactly are ebuyer supposed to do? the laptop is 2 years old, and you are out of cover as you did not purchase apple care? how long do you expect the item to work for. If we were in July of next year would you be arguing that it should work for 3 years? i think you need to get real. Apple give indications of roughly how many charges their batteries should last for, the macbooks had roughly 1000. This was dependant on appropriate care being given to the battery, such as recallibrating every so often etc, but there is no definate answer.

i think you should give up the fight and accept it's just broken.

try contacting consumer direct, and please let us know what they say in here...

I get what you're saying and I would accept that if it was a cheap £199 laptop from Tesco but I, perhaps stupidly, expect better from an Apple product!

About this Mac states:

Health Information:
Cycle count: 95
Condition: Normal

and as you mention Apple them self mention 1000 cycles.

http://support.apple.com/kb/ht1519

Will try contacting Consumer Direct as my local trading standards was about as much use as a chocolate teapot. The contents of the Sale of Goods Act was a mystery to them!