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Incompetence or Fraud? Apple Store wants to replace functioning SSD

374 Views 6 Replies Latest reply: Jun 24, 2013 10:30 AM by paolofromhagenberg RSS
paolofromhagenberg Calculating status...
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Jun 23, 2013 11:48 AM

*Sorry it's not the right place for this, but I can't find a better one*

 

Here is my troubling story.

 

My first mac was a Mac Plus, I was in high school.  Today my software company is entirely equipped with Macs.  I think I know the company and the products.  Never have I thought I would encounter this situation.

 

3 weeks ago an old woman very close to me could not start her MBA (mid 2009).  She took it to http://www.apple.com/it/retail/fiordaliso/ and there they told her the SSD was "dead" and needed replacement for around €650 ($850).  She called me to enquire if she should do that and I suggested she send it to me: as the machine is not new I may find a cheaper way to fix it.

A few days later I receive the MBA.  I turn it on and as expected it does not complete the boot. I try the easy stuff first: reset PRAM. I press the on button and to my utmost surprise the machine boots.  I inspect the SSD reading the faults all at zero:  the SSD is absolutely perfect.

So I packed it and sent it back to the lady, explaining to her she should avoid ever setting foot again in that store.

 

In parallel I also wrote to Apple in one of the interfaces.  Although I have copied the text, I can't remember where that message went and they don't reply with a confirmation the message was received.  It's standard practice, but for legal stuff I suppose it's better to stay away if you can.

 

So here we have an Apple store where the people are totally incompetent at best.  My personal thought is much worse than that.  Having grown up in Milano, I can remember miriads of occasions where people made mistakes, but somehow those mistakes were always, without exception, in their favor.  In that context it is more easy and likely to imagine fraud than incompetence.

 

Does anyone have a suggestion where I can send this issue?  I cannot find anything relevant on the Apple website.

  • mende1 Level 10 Level 10 (89,490 points)

    When you turned on the MacBook Air, what did you see on the screen? If you saw an Apple logo with a progress bar, the SSD was damaged. However, the flash storage doesn't cost €650, so everything is a bit strange.

     

    To report problems about Apple Retail Stores, the best way is to contact with Apple through this link > http://www.apple.com/it/retail/feedback Maybe you won't get an answer, but you can be sure that Apple reads your feedback and Apple will do things to improve the Apple Retail Store experience

  • carl wolf Level 6 Level 6 (13,920 points)

    "I will simply escalate the diffusion of this until it makes enough noise that Apple decides to respond."

     

    I'm sure that the escalated diffusion will be noisy.  People are human, and they make mistakes.  We're so sorry to tell you this.  It's obvious that you want a large financial settlement because someone made a mistake that didn't cost you anything.  Diffuse at your pleasure.

  • carl wolf Level 6 Level 6 (13,920 points)

    "What I want is an answer."

    People are human, and they make mistakes.

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