Monday, May 23, 2011

How Apple botched my laptop's repairs


This weekend and today has been quite an ordeal. I found out that the great deal that Apple had about out-of-service warranty can, for people with luck like mine, become quite an ordeal. Here are my grievances with the process:

1. I took the Macbook Pro into the Apple store about two weeks ago because the battery was draining faster than it did a few months ago.
2. After about a day of running diagnostic tests, I was asked to come by to pick up the machine because it had no battery issues whatsoever.
3. It was at this point that I was told that there are other things wrong with the machine that would all be fixed if I availed of the out-of-warranty service/repair.
4. I went back to the Apple store last week to avail of said service.
5. The technicians at the Apple repair facility found that the battery was indeed draining faster than it should. They ran the same diagnostic test as the one run in the store; why did the 2 tests produce conflicting results?
6. I was asked to come in to pick up the repaired laptop on Saturday, but two of the issues they were supposed to fix (documented in the original work-order and communicated over the phone to the repair facility) weren't fixed.
Mind you that by this point, I had been to the Apple store 4 times to have my laptop fixed. That's a lot of time commuting and extreme inconvenience; I haven't had a laptop for about a week now!
7. I got an email today that my machine is ready for pick-up. During my conversation with Brooke, an Apple Store Genius, on Saturday afternoon I was told that the machine would be shipped via FedEx-overnight the instant it was ready. I am hoping I don't have to make another trip to the store because that is going to *really* suck!

Let's wait and see how this unfolds.

Update: They are waiting for another part to come in. ETA: Saturday, the 28th of May. Time spent at Apple: 14 days.

Update 2: A trip to the local FedEx office was needed to get my laptop back; to Apple's credit, the repairs were thorough and my machine is working like new!

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