Apple chose not to fix a problem today, so I am falling back to the last resort of the consumer, warning others about a vendor. Back in August I sent my PowerBook back to Apple to have the "lower memory slot doesn't work" problem fixed, which is pretty common in this laptop. Anyway, they sent it back with a note saying "problem fixed by removing 3rd party memory." At least they were kind enough to put the two gigs of third party memory in a ziplock back and send it back. I do wonder what "fixed" means in the case where it won't boot without memory. In the long process of proving there was a problem over the phone, I put in the original 512 megs (2x256) and verified for the support person that it didn't work then either. Guess I screwed up by putting the two gigs back in to send it to Apple. Despite the report saying all they did was remove the memory, it looks like they replaced the motherboard as well, as it works now when I put that evil 3rd memory back in ;-)
Oh yeah, while they had it they replaced the battery as well (at least they did according to another note they sent back with it), as it was subject to their exploding battery recall. That is the root of the problem which leads to this post. They replaced the battery with a bum one which won't accept a charge. It won't even start charging.
So, I call Apple to see about getting a replacement battery. First person I talk to says no problem, but he needs to get a code to do it because it is not within the first year of my owning the computer. He goes about trying to get the code. Hold hold hold. He has to hand me off to a specialist. The specialist pulls up the report from August and says they didn't do anything but remove the third party memory. I point out they also replaced the battery (without my asking them to), or at least so it says on the note I got back from them. He drops the subject and says that they only replace batteries within a year of the purchase of the computer or 90 days of purchase of the battery, and he won't make an exception in my case. I am, apparently, welcome to write a letter to Apple about this, and maybe someone will do something about it.
So, Apple, here is a note explaining the problem. I figure this is more useful than a letter sent to Cupertino as at least it warns other folks about the level of support Apple is providing.
writebacks...
That is insane! I would keep calling back until someone agrees to send you a new battery. Michael
Great example for another company not catching the cluetrain since '99. At least they won't love the criticism they get from much read blogs like Dave Winers or yours. Cheers, Jan
Can't fix what they didn't know they did
I, too had a memory slot die on my Powerbook (next-to-last PPC generation) and it was fixed without any nasty remarks about the 2G of third-party RAM. I had my battery replaced under an entirely separate ticket earlier this year. I think the problem as it arises is that the battery replacement wasn't asked for, didn't appear on your trouble ticket, and hence, as far as their after-support support is concerned, does not exist. And yes, it is really inflexible and unfriendly of them to operate this way. However, the way to play their system may be to go back to the original ticket, and claim that you did not get your computer back in a functional state (which is in fact what happened). Your laptop came back without its original battery. That is what's wrong. This battery should have been replaced under their recall, which is an entirely different program, handled by (probably) different contractors or at least an entirely different part of Apple. The contractor that performed your repair (and chose to bitch at you for buying third party RAM, something you are entirely entitled to do AFAIK) had no business swapping out your battery and did you no favor at all by doing so. In Disneyland, this is known as Bad Show and a mortal offense. Perhaps, now that Steve is on the Disney board, some of their mentality will cross-fertilize
This seems to be SOP for many MFG's. I'm amazed they didn't format and reinstall your laptop at the same time. As someone else responded. Call back, eventually you will be connected to someone who is willing to think instead of responding from a list of scripts that appear to apply to your situation.
I would strongly recommend that you *do* write a letter to Steve Jobs and copy the head of support and marketing (these guys freak when they see a negative letter to them that has Jobs CC'd). My guess is that you'll get action. This sounds like big company bureaucracy at its worst and it seems clear that you should be taken care of.
Mis-set expectations
Batteries are a consumable item. You can use one up easily by allowing it to get hot or by improperly charging it. It is unlikely that the battery was replaced at the repair center unless it was part of a recall program. The fact that there is an apparent discrepancy between your paperwork and what the Apple agent sees in the database strengthens my suspicion that you have your original battery. If that is the case, you are not entitled to a new battery. Apple did right by you by returning your product from the original "repair" with a freely upgraded motherboard and your faulty third party RAM removed. You are repaying their good faith by trying to get a free $79 battery out of them. Don't be cheap and stop wasting everybody's time. This campaign of yours is hardly worth the time or effort. You haven't been "wronged"...you just think you have. Unless you like being confrontational, aggressive, and angry I advise a change in perspective. I hope dissenting points of view are OK. Fran
Don't bother writing a letter, just call up Apple Customer Relations, 1-800-767-2775 (ask to be transferred to Customer Relations as there is no direct line to them). Explain the situation and they should be able to help you out. Most of the Product Specialists have attitudes and are unwilling to help, the only way to get something resolved is to deal with Customer Relations.
Re: Fran
Fran, I already bought a replacement battery, having a working laptop being my main goal. Apple also charges $129 not $79. I have a copy of the work order for replacing the battery. The serial number is different on it (the one it went in with was subject to recall, the one it came back with was not). The memory is not faulty, it is Apple policy to call any non-Apple ram faulty and to charge double what Crucial or Corsair charge for the same thing (actually, generally a higher quality stick than the ones Apple uses). I disagree with your assessment that I haven't been wronged. What was done is perfectly fine, Apple is certainly within the letter of their documented policy. I just think their documented policy is a poor policy, and am saying so :-)
ha
Somepeople just have a Apple can do no wrong attitude. I have tried to work with apples tech support from time to time, today while trying to figure out an airport configuration, they hung up on my because they don't work with 3rd part vendors. G-d forbid I help someone get some sort of use out of their overpriced hip machine.
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