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175 posts

Master Geek


Topic # 60832 4-May-2010 09:12
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I placed an online order from apple.co.nz for a Macbook Pro Core i5 on the 16th of April 2010.

The Macbook Pro was delivered to me on the 20th April 2010.

I turned the Macbook Pro on and entered in the required details.

The Macbook Pro then loaded into MAC OSX.

I used the Macbook Pro form 5 minutes and found that the trackpad had locked up and was unable to move the mouse or click.

I rang apple support and the instructed me to turn off the Macbook Pro.

They told me to hold down a combination of keys to do a hardware reset, and then to turn the Macbook Pro back on.

The Macbook Pro track pad worked for another 5 minutes and I again rang apple support, again they instructed me to turn the Macbook Pro off and hold down another combination of keys.

I then turned the Macbook Pro on, and the track pad worked for 5 minutes then failed once again. 

I again rang apple support who know wanted to see if it was a hardware or software problem.

I was instructed to boot the Macbook Pro from the Mac OSX dvd. The Mac OSX install started and after 5 minutes the trackpad failed again.

Apple support said it was a hardware fault and that I had to take it to a apple service depot.

I took the Macbook Pro to the apple service technician on the 21st of April, and they said they would order the parts in and let me know when it would be ready to pick up.

I waited till the 26th of April and heard nothing from the apple service tech. So I called. He said the part hadn’t arrived yet. Again I had to wait.

I got a call from the apple service tech on the 27th April saying that Apple had told them that there are no parts available and that I would have to arrange with apple to return the Macbook Pro and arrange a replacement. They said I had to come and pick the Macbook Pro up and organise it all myself.

So I picked up the Macbook Pro on the 27th April and rang apple. They said that a courier can be scheduled to pick it up on the 29th of April. I said that I will be away on that day and asked if I could drop it into the courier depot. They said that I cannot do this. I asked if they could pick it up on the 28th, again apple said that this was not possible. They said for me to pick a date for pick up so I said the 3rd of May and the apple employee said that it was all booked in, I asked for an expected time for pickup, they said between 8am and 6pm... and that was all they could tell me, and I had to be there to sign something.

So the 3rd of May was yesterday, I wasted a whole day of waiting for someone to pick the package up, and no one came.

For starters, the Macbook Pro should have been in full funtioning order when it arrived, and now I have been waiting 2 weeks for something to be done with the defective device. The fact that they are being so slow and difficult when I am just trying to get a working Macbook Pro.

WHAT CAN I DO!!!!!

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175 posts

Master Geek


  Reply # 326303 4-May-2010 10:22
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ping182nz:  
So the 3rd of May was yesterday, I wasted a whole day of waiting for someone to pick the package up, and no one came.


Now they tell me I have to wait another two days for another arranged pickup!

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  Reply # 326306 4-May-2010 10:24
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I reckon you should ask for a full refund. This is just not right! It should actually be a DOA (Dead on Arrival), so you either get a new system or a refund.

 
 
 
 


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  Reply # 326312 4-May-2010 10:32
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Although I haven't had hardware issues with apple products in the past I received a MacBook Pro 13inch last week with no wifi - the hardware wouldn't show up.

I swapped it for a brand new one a couple days later and now have no issues.  You should of done this rather than getting it fixed, you paid for a new working laptop, not one that had been repaired. 



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Master Geek


  Reply # 326317 4-May-2010 10:38
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Yes, they are now going to swap it out for a new one... just have to wait for them to pick up the old one....

Then wait for a new one to be delivered...

Think this is the last time I purchase online at apple.co.nz, they have made me think their support is lacking in many areas!

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  Reply # 326326 4-May-2010 10:51
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I'm sorry to hear about your problems with the new i5 Macbook. Unfortunately your experience of Apple support here in NZ is not completely unusual.

As my company works in environments involved in creative fields such as design and music we have to deal with Apple support from time-to-time and we have come to the conclusion that Apple warranty support is the worst of any vendor we deal with in NZ by a large percentage.

Don't get me wrong about Apple, I've been using their systems on and off since the late 80s and they have stylish and functional products - but business users need to be aware that in NZ they fall short on service.

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  Reply # 326328 4-May-2010 10:56
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I'd still suggest get directly from Apple.co.nz for their AppleCare support (90days hardware), and being slightly far away from all other places, their AppleCare support is still better ranked than other big names direct supports.

Second to that, MagnumMac be your next premium reseller to get your Mac, then authorised reseller like TotallyMac or Tosh Computing, then the usual DSE/Noel Leeming/Harvey Norman places like that.




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  Reply # 326456 4-May-2010 13:36
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For an "out of the box fault" like that I would have expected they should have gone straight to replacing with a new model rather than you having to wait around for repair.

However under the CGA they do have the right to chooise repair, replace, refund.... you can only reject their choice if it: cannot be fixed, or cannot be put right within a reasonable time, or is substantial.

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  Reply # 326460 4-May-2010 13:45
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Any hardware fault from out of the box is usually considered DOA and a replacement MacBook would usually be given to the customer. Seems you have been messed around a bit. I'd be demanding a replacement through Apple Customer Relations, I have had nothing but good service from Apple when dealing directly with Customer Relations.  I always suggest people give them another call and ask to speak to someone in Customer Relations, explain your situation and what has been done so far, then explain that you want a new MacBook. I'm sure they will acquiesce.

You're actually dealing with Apple Australia when you call them.  I also recommend lodging anything that goes wrong with Apple so they have a record, as I've had untold problems with Renaissance in NZ and generally only get a positive result from Renaissance once a "chain of command" has been established with Apple.  I always buy AppleCare for the full three years simply because it can be a stressful headache getting work done without it.

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  Reply # 326474 4-May-2010 14:09
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Several blogs have recommended getting AppleCare Extended Warranty and highly worthwhile.

AppleCare without Apple stores... still worth it (18/Apr/2010)
Is Apple Care worth the price? (7/Nov/2008)

Discussion forum on AppleInsider: http://forums.appleinsider.com/showthread.php?p=1511090




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