Apple sucks -- iBook repair

[unixguru]

I got a call about the iBook today. Apple wants $750 to fix it. They claim it was my fault. Yes, really. Why? I had previously taken it apart to fix the reed switch cable issue (one that Apple still has not admitted) and apparently they could tell that it had been taken apart because I missed a screw when putting it back together (I have the screw sitting around here in container). Anyway, they made a wild claim that there was a screw floating around inside and that's what caused the video issue, which is completely untrue. There were NO screws floating around in the machine when I sent it to them. I did the reed switch cable repair 5 months ago. If there was a screw floating around inside, it would have stopped working LONG ago. I never once heard it rattle and i carry it around with me all over campus.

I have several problems with this.

1. The video problem was caused by their faulty motherboard, which I had nothing to do with. THERE WERE NO FLOATING SCREWS IN THE CASE -- PERIOD! The motherboard is exhibiting the EXACT symptoms of the logic board video issue.

2. The only reason I ever took the machine apart was to fix the reed switch/backlight cable, which they wanted $300 to fix because the machine was out of warranty.
THE REED SWITCH CABLE PROBLEM OCURRED BECAUSE OF A DESIGN FLAW IN THEIR LEMON IBOOK. OTHERWISE I WOULD _NOT_ HAVE TAKEN THE MACHINE APART!!!


I am going to contact higher-ups at Apple about this, and if I get no satisfaction, well, I'm not ruling out some sort of legal action, but I'd rather it not come to that.

Anyone else had similar problems with their lemonbook?

[Anonymous Coward]

I think all you need to do is speak with someone at a higher level.

I've sent my iBook in twice for video problems. The first time, the repair was delayed because the technician insisted that the trackpad cable was damaged because the case had been opened. This was not the case and once I had explained to the supervisor that I had never opened the case and had performed no upgrades, the supervisor approved the repair without any further discussion.

The second time, I brought the iBook in to the Apple store on Thursday night just before closing and it was delivered to my home on Monday.

These repairs were long before the logic board repair program was announced.

I would recommend that you not focus on the reed switch issue at first but have the supervisor justify why the technician believes a loose screw caused the problem. Try not to open the can of worms that would result if you admit, at the start, that you did something that could have voided the warranty.

While there are some of us who are apparently stupid enough to believe that telling the truth surely is the best way to resolve a problem, the American way seems to be, "Never, never admit that you are in the wrong" and that approach seems to work more often than not.

So, before bringing up the reed switch issue, try to speak to a supervisor and the supervisor's supervisor, and bring up the logic board repair program and emphasize how logic board related problems are a known issue. That is, unless you are one of those people who thrives on conflict, which is where this sounds like it is headed anyway.

[usurp]

apple in kuwait wanted 1500$ to fix my logic board.

[Brad]

1. You admitted that you opened and performed repairs on the iBook yourself.
2. In doing such, you very likely voided the warranty.

Sounds like a big "WELL, DUH!" to me. You play that risky game and there's a good chance you'll get burned.

If you were to take any sort of legal action, you'd get laughed at on the spot. You just admitted to breaking the warranty right there. At that point, Apple can charge full price to perform the necessary repairs. You lose. Case closed.

What should you have done? You should have contacted an authorized technician who could have repaired it from the beginning. Then, if you had developed problems later, you would have been able to smack around that technician or Apple.

Granted, I can understand being upset, but I think you're really directing that emotion the wrong way. :\

[sunrain]

What Brad said.

voiding the warranty = no recourse (i.e., shit out of luck)

[trailmaster308]

Always buy Applecare with your product, especially laptops. I had to send my old 600 G3 iBook in twice with logic board problems but luckily everything was covered under warranty.

I doubt Apple will fix the laptop. Once a company can prove that you voided their warranty, they don't have to touch it. Apple is a business like everyone else and has to draw the line somewhere. Sorry man.

[alcimedes]

here's the deal though.

yes, you voided the warrenty. yes, they don't have to do a damn thing at this point if they don't want to.

however, that doesn't mean that they won't, but you're going to have to ask nicely. you need to work on your perspective here just a tad. rather than looking at it as "assholes won't fix my iBook even though it's their own damn problem", you should approach it from the "Crap, I voided my warrenty and at this point anything they do for free would be a favor".

an attitude shift while dealing with people can make all the difference in the world. good future lesson though, always account for every screw. :)

[ast3r3x]

here's the deal though.

yes, you voided the warrenty. yes, they don't have to do a damn thing at this point if they don't want to.

however, that doesn't mean that they won't, but you're going to have to ask nicely. you need to work on your perspective here just a tad. rather than looking at it as "assholes won't fix my iBook even though it's their own damn problem", you should approach it from the "Crap, I voided my warrenty and at this point anything they do for free would be a favor".

an attitude shift while dealing with people can make all the difference in the world. good future lesson though, always account for every screw. :)

Only once did I ever take a computer apart and get it back together without having screws left over. It was after I broke my brothers optical drive, I had to completely take apart his B&W G3 to get it out and open it up so I could fix it. I was proud of my self!

My friends Graphite SE iMac...haha I had so many screws left over after trying to fix his optical drive. <- He put a little business card disc in his slot loading :no:

[unixguru]

WHAT WARRANTY! DO YOU GUYS READ????? The whole reason I had to fix the reed switch cable myself was that the warranty was up and they wouldn't fix it unless I paid $300! In addition, it says right on Apple's site that the iBook logic board repair program is NOT a warranty extension, and that it ONLY addresses the logic board problems. I fail to see how I can void a warranty that doesn't exist.

1. You admitted that you opened and performed repairs on the iBook yourself.
2. In doing such, you very likely voided the warranty.

Sounds like a big "WELL, DUH!" to me. You play that risky game and there's a good chance you'll get burned.

If you were to take any sort of legal action, you'd get laughed at on the spot. You just admitted to breaking the warranty right there. At that point, Apple can charge full price to perform the necessary repairs. You lose. Case closed.

What should you have done? You should have contacted an authorized technician who could have repaired it from the beginning. Then, if you had developed problems later, you would have been able to smack around that technician or Apple.

Granted, I can understand being upset, but I think you're really directing that emotion the wrong way. :\

[DMBand0026]

WHAT WARRANTY! DO YOU GUYS READ????? The whole reason I had to fix the reed switch cable myself was that the warranty was up and they wouldn't fix it unless I paid $300! In addition, it says right on Apple's site that the iBook logic board repair program is NOT a warranty extension, and that it ONLY addresses the logic board problems. I fail to see how I can void a warranty that doesn't exist.

Take it down a notch and ask yourself the same question. The iBook logic board problems would be fixed if you had not done something to void your warranty. It doesn't matter that your warranty is no longer valid because it is out of date. The fact is, you voided any warranty, whether expired or not, by opening up your machine.

AFAIK the way the repair program works is that they will repair your machine if you would have had a valid warranty (time is taken out of consideration.) I may be wrong, but it makes sense to me. How do you know that your logic board wouldn't have been fine if you didn't open up the machine and work on it yourself. You don't.

Sorry dude, you're SOL, and it's not our fault. So if you would be so kind as to stop taking it out on us. I understand you're frustrated, and this sucks, but yelling at us isn't gonna help anything.

[kretara]

Yeah, it is his own fault. But the case could be made that since there was no warranty AND the "logic board problems" were not acknowledged by Apple that he might have a case.
Of course, the case can also be made that Apple dropped the ball big time here.
There is a design defect with the reed switch. This should have been a recall. Pure and simple.
There is a design defect with the logic board. This should also have been a recall.

I'll use the example of an automotive recall (this is all in my experience by the way). If you have already had work done to fix the recalled issue, either by yourself or by a mechanic you will be (providing you have proof of payment for services/parts/time) reimbursed for some or all of your expenses.

I believe that he still has a leg, minus some toes) to stand on and should talk to Apple about it.

BTW, Apple's stupidity with the iBook issues (not recalling, not admiting that there was an issue etc.) is a prime example of how NOT to do business. I know of at least 15 people who decided NOT to buy an Apple product because of Apples lameness on this issue.

[Anonymous Coward]

"DO YOU GUYS READ????? ... it says right on Apple's site that the iBook logic board repair program is NOT a warranty extension, and that it ONLY addresses the logic board problems."

Which means if there is a logic board problem, it does not matter if the machine is still under warranty or not. The video is integrated on the logic board and I'd guess that most problems with the logic board have manifested themselves as the failed video problem.

So, the issue seems to be, did you cause the logic board failure by your actions, or not, and that should be the focus of your discussions with the repair supervisor(s).

[DMBand0026]

So, the issue seems to be, did you cause the logic board failure by your actions, or not, and that should be the focus of your discussions with the repair supervisor(s).

That's exactly what the issue is. It can be assumed (although without very good reason) that the logic board issue was caused by you opening up your machine and doing unauthorized repair work on it. It doesn't matter that you didn't break it, it just matters that you could have broken it.

[fulmer]

My iBook 800MHz has been in for repairs 4 times in 3yrs. This last time (last week) they charged me $500 to replace the logic board because it wasn't related to the iBook logic board repair program some how... 7 months ago they replaced the logic board... now the board dies again and they say it's not covered... So, 7 months ago they replaced it with crappy parts. Why did it die again so quickly? Why am I being charged for it this time?

I'M VERY PISSED OFF!

[Luca]

A better question would be, "Why are you continuing to pay Apple money?" Your iBook is obviously suffering from logic board problems, you don't have to immediately break out the checkbook the moment they say it's not covered. Press harder and don't fold right away. You shouldn't have had to pay for either repair. Then again, you already have, so there's not much you can do about it.

FYI, you can buy an 800 MHz G3 iBook for around $700 these days. It's absolutely not worth spending $500 to replace the logic board.

[fulmer]

The problem is, I wasn't supposed to pay. They charged me with out my concent. I live in Japan. I called the English support line. The lady told me that the service center would send me an email telling me what was wrong, and how much it was supposed to cost. I could then decide what to do... I never got the email. They returned the computer (fixed) and charged me for it. I didn't have a choice. I have been bitching at them on the phone for 3 days now. Today was the last time. They arn't going to do anything about it. They say it was a misunderstanding, and I'm screwed. "Sorry, we already have your money, there is nothing we can do about it. Sorry for the misunderstanding" ... bull S*%T.

[alcimedes]

i love how polite Japanese people are while they tell you you're fucked. :)

[fulmer]

i love how polite Japanese people are while they tell you you're fucked. :)

:lol:

Oh-so true!!

[alcimedes]

i remember the first few times it happened to me, it was like 20 seconds after the conversation before i realized they'd just told me to go to hell.

takes some interpreting before you realize what some of the phrases actually mean. (even in english) :D

[fulmer]

The first two times it was sent in for repairs was under warranty. The third time it was under the logic board repair program (out of warranty). That was less than 7 months ago. They replaced the logic board again this time. It's only been 7 months. Why the heck would any one be satisfied with a brain transplant that only works for 7 months? That's the thing that pisses me off the most (besides having to pay for something I didn't consent to :mad: )

[EMAGDNIM]

Man...I haven't really read anything good about apple care in a while. Shure there are some positive post about it, but a lot more are negitive.

[alcimedes]

i've had nothing but great experiences with AppleCare. there's just no point writing about it, since it doesn't get you all that worked up.

[trailmaster308]

Man...I haven't really read anything good about apple care in a while. Shure there are some positive post about it, but a lot more are negitive.

Try looking at Torifile's thread in GD. :)

Here's something good to add. I dropped my iPod on my kitchen floor from about 4 feet. It would get stuck on certain songs and freeze. Went online, set up the service, they sent box...week later brand new iPod replaced my broken one.

[Stone Of Love]

I have the same issues as originally posted here!

Back in April my G3 600 iBook started having issues. I could hear it boot, but nothing came up on my screen. I won't pay for Apple care, don't believe in that type of warrenty. I have found a guy out on the west coast who does nice work, so I sent it to him. (PM me if you want his web address) He tells me that the logic board fried the hard drive, or the hard drive fried the logic board, he had no way to tell. Bottom line, I needed to replace them both. Hard drive was covered. I had put in a 60 gig less than a year earlier, and he charged me $300 for the logic board. About two weeks after I got my iBook back, I found out about the "recall" due to the logic board problems. My iBook was not covered by that recall. I was pissed cuz that was exactly what had happend to me! About three weeks ago I was on the Apple site and saw that the "recall" now included my iBook, but of course since Apple hadn't done the repairs, they couldn't possibly repay me for what I had done!

The thing is, these repairs are Apple's fault. Apple should be covering the costs of the repairs regardless. They don't want to because they know that it will cost them dearly!

Apple has great products, but lousy customer care. Period.

My repair guy told me I should have bought a T-book. He has only ever seen two in his shop. One a guy jumped on when he jumped up on a table and didn't see the laptop. The other a guy spilled a coke into it!

And for the record, I would use Apple for repairs if they didn't mark everything up but about 2000%

>>once told me that it would cost around $900 to replace my modem after I blew it up!!

[SilentEchoes]

Yeah but things like this happen to all companies. Look at MS with the xbox. They went with this one company for DVD drives and they broke like 2 months out of warranty right on the mark. It happened to mine,

I call MS, Yeah that will be 120 bucks to fix.. You know, 20 bucks more than A $(I)(*% NEW XBOX!!!

There is a lawsuite about that going on now, If it becomes class action and I am getting in on it. Almost everyone I know that has an xbox had this problem, I can just imagine how many xbox's had this problem total, and still MS refused to deal with it.

Personally I have never had to deal with Apple's support, but you have to remember it doesn't take much for this kind of thing to happen in the tech industry. Not only that is the guy on the phone making 9 bucks an hour isnt getting paid enough to deal with some guy bitching at him for something that wasnt his fault, and he doesnt have the information to deal with it (Yes I know its his job but it doesnt take much to have a bad day when you deal with people day in and day out). You have to get to the higher ups in a situation like this.

I have worked in tech support before and trust me, You will get alot further being polite. I would venture a guess that some of these tech support people are just as pissed at Apple as the customers. It really sucks when a company screws up and your tech support so it all becomes your fault :grumble: