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Wimsy113 Level 1 Level 1 (5 points)

I've been havintg ALOT of issues as of late with my Macbook Pro. Let me start at the beginnig:

 

I took my Macbook in to the Apple store around December of last year, I was having an issue with the screen. When it was pushed back a bit too far, it would fizzle and fuzz like a tv out of focus, push it back more and the screen would go out. Harmless, simple problem to fix. Right?  okay so fast forward about a day, I started having wireless issues, I thought nothing of it, and took it in. They looked at it, ran a couple tests on it, said that it was fine and that they couldn' t reproduce the problem, and they also stated that there may in fact be something wrong with the internet in my home. I thought okay maybe. Seeing as my husband and I actually work for the cable company so its next to no problem getting the modem replaced. Well about three modems and a complete rewiring of our house later, and I am still having the intermittent problems. Even once allowing for them to wipe my hard drive and reset the computer. I got it home and was having the same issues, so I'd gone ahead and upgraded to Mountain Lion. Last weekend, I was on the phone yet again with an Apple rep, and they are telling me the same old thing, they keep telling me that it had to be a wireless issue on my part, I'd made a point to let them know that was not the case.

 

After I got off of the call, something weird happened, my mouse pointer on the screen began to move accross the screen and select things and programs began to open on their own. The screen flipped to the Hub, where the clock, calender, notepad and Movie Ticker are, and opened up the reset and dictionary in Safari while also zooming in on the window, forcing me to hard reset the computer pretty much every 20 minutes or so. When I do this, the Silverlight preferences bar, pops up on the top of a blank screen. I was even at the Apple store when it happened.

 

All of the people that I have spoken to, have basically treated me like an idiot, and its getting pretty old, I spent almost 4 hours on the phone last night, after my call was escalated, I was on the phone so long that my cell phone died, and then my husbands phone died. I'd had the call escalated ALL the way to a superviser in Customer Relations. After dealing with this issue for three months, I finally lost my patience with it and asked them to replace it, to which the supervisor replied "If it is a software issue, replacing the computer will not fix the problem" Really? Because if I have a different computer I can safely assume that this issue will no longer exist for me, and I can get on with my education.

 

I am a student recieving veterans benefits to go to school, I have missed ALOT of school because of this issue, what should I do about it? After having my computer for three days, they sent it out to the national repair center for about another week. I informed them that as a student, I don't have a lot of time to fight this thing, I'm already on academic probation because this issue has not been fixed, and I am facing termination from my program as well as having to reimburse the VA for the money they have paid the school. I'm about to start losing money, as well as my education and I don't know what to do at this point. I feel like I have exasperated all of my resources at this time. I cannot afford to replace the computer myself, and this is becoming a ver frustrating situation.

 

Is there ANYONE else I can speak to about this issue as time is of the essence and I can't wait any longer.

 

Thanks in advanced.


MacBook Pro
  • 1. Re: Who to contact other than the apple support for issues?
    ds store Level 7 Level 7 (30,305 points)

    We are only other Mac users volunteering to assist others.

     

    Your issue originally sounds like a hardware problem, we can't assist with that.

     

    If you can't get a replacement Mac now, perhaps a $400 or so Windows 7 laptop will do, later the data can be extracted off the Mac's hard drive by a local specialist.

     

     

    I can point you in the direction of the free LibreOffice suite, if you get your Mac issue resolved or another one, then there is a free version of LibreOffice for OS X to use with your files created on the Win 7 laptop.

  • 2. Re: Where to file a complaint with Apple support for issues?
    sig Level 8 Level 8 (35,770 points)

    Call AppleCare and ask to speak with a customer service representative. Explain the issues you've been having and the Apple support or lack thereof that doesn't meet with your satisfaction to resolve the issues. Leave out the personal stuff in as much as that has nothing to do with your Mac issues.

  • 3. Re: Where to file a complaint with Apple support for issues?
    SwankPeRFection Level 4 Level 4 (1,435 points)

    Emailing a certain someone at Apple also gets their attention and they both email and call you back looking to fix the issue.

  • 4. Re: Where to file a complaint with Apple support for issues?
    sig Level 8 Level 8 (35,770 points)

    "Emailing a certain someone at Apple also gets their attention and they both email and call you back looking to fix the issue."

     

    And where would that be?

  • 5. Re: Where to file a complaint with Apple support for issues?
    Wimsy113 Level 1 Level 1 (5 points)

    Who exactly would I email?

  • 6. Re: Where to file a complaint with Apple support for issues?
    sig Level 8 Level 8 (35,770 points)

    Again, call AppleCare and ask to speak with a customer service representative. Explain the issues you've been having and the Apple support or lack thereof that doesn't meet with your satisfaction to resolve the issues. Leave out the personal stuff in as much as that has nothing to do with your Mac issues.

  • 7. Re: Where to file a complaint with Apple support for issues?
    Wimsy113 Level 1 Level 1 (5 points)
    • I've tried that, and I feel like I'm going nowhere, after sitting on hold for an hour, and then calling back and getting hung up on. I'm at the end of my rope with this I truly am. I should not have let them take my computer away again, because now its going to be gone much longer then I need it to be, which I don't need it gone, I need it fixed. I'm losing my patience slowy but surely. I wasn't at the point of wanting a replacement, but when it became apparent that that wasn't going to happen, that is when I became a bit upset. At this point I am about to wash my hands of this whole thing and just get a windows computer.
  • 8. Re: Where to file a complaint with Apple support for issues?
    Allan Jones Level 7 Level 7 (30,450 points)

    As you didn't fill out the geographic location field in your profile, I' having to guess your are in N. America. If so, use this:

     

    Apple Customer Relations 1-800-767-2775

     

    It is a higher level of support than the regualr AppleCare number, and is for resolving ongoing service issues like you have reported.

  • 9. Re: Where to file a complaint with Apple support for issues?
    Wimsy113 Level 1 Level 1 (5 points)

    Its alreayd been escalated to customer relations, thats where the trouble came in, I need to know if there is anyone higher I can talk to about the situation.

  • 10. Re: Where to file a complaint with Apple support for issues?
    sig Level 8 Level 8 (35,770 points)

    "Its alreayd been escalated to customer relations, thats where the trouble came in, I need to know if there is anyone higher I can talk to about the situation."

     

    Why not mention that initially?

     

    In any case call CR again and ask to speak to someone higher in the chain. Be polite but firm. Stick to the facts not your feelings.

  • 11. Re: Where to file a complaint with Apple support for issues?
    Wimsy113 Level 1 Level 1 (5 points)

    "All of the people that I have spoken to, have basically treated me like an idiot, and its getting pretty old, I spent almost 4 hours on the phone last night, after my call was escalated, I was on the phone so long that my cell phone died, and then my husbands phone died. I'd had the call escalated ALL the way to a superviser in Customer Relations. After dealing with this issue for three months, I finally lost my patience with it and asked them to replace it, to which the supervisor replied "If it is a software issue, replacing the computer will not fix the problem" Really? Because if I have a different computer I can safely assume that this issue will no longer exist for me, and I can get on with my education."

     

    I did state that in the first post.

  • 12. Re: Where to file a complaint with Apple support for issues?
    SwankPeRFection Level 4 Level 4 (1,435 points)

    Well, considering a similar thread was posted yesterday and I told the OP exactly the email address and name to email (the big guy at the top) and the forum mods deleted like 4 different wordings of my post until I posted leaving out that name, I couldn't put that in here.  But I'm sure you can figure it out.  The guy's email address his just his first-initial last-name @ apple.com.  Usually his underlings will read your formal complaint (be nice) and they'll return your correspondence and try to work things out.

  • 13. Re: Where to file a complaint with Apple support for issues?
    SwankPeRFection Level 4 Level 4 (1,435 points)

    Yep, that sounds like AppleCare phone support to me.  Everyone there treats you like you know nothing about computers and if you actually talk above their knowledge level, they then have to play middle-man and ask an engineer your questions... which they don't get either.

  • 14. Re: Where to file a complaint with Apple support for issues?
    sig Level 8 Level 8 (35,770 points)

    As I read it you have several issues:

     

    1. screen problem. What was done about it? Was it reproducible at an Apple store or AASP?

    2. wireless issue. Please elaborate on that problem.

    3. mouse pointer doing weird things. "The screen flipped to the Hub, where the clock, calender, notepad and Movie Ticker are," Please elaborate. I don't know the Hub, clock, calender, notepad and Movie Ticker. What are these?

    4. what OS were you running prior to upgrading to Mountain Lion? Why upgrade with all these issues?

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