Apple refuses to replace my swollen battery, anything I can do about it?

regen. wrote:
they said it was swollen indeed, but i had to call the applecare hotline and get them to approve the battery replacement and bring it down within 2 weeks of calling before they would replace my battery.
anything i can do to convince them that if i continue using the battery it's gonna explode in my face?

I think that the service counter answered the question for you. When my son made this kind of contact on 2 different batteries from PowerBooks that were out of warranty, he was sent replacement batteries with return labels and instructions to return the defective ones. He didn't have to visit or deal with the store even though it's close and convenient.

You might also ask to speak to the manager of the Apple Store if you decide to try them again without calling the AppleCare hotline.

I had a similar problem but on phoning Applecare I got it sorted there and then. They did a doorstep swap. It did have to comply with certain conditions and yours sounds sounds like it fits the bill. Look at this link to check, then try again. My old battery had a capacity of 3800mAh (new is 5200mAh) and a charge cycle count of 295.

http://www.apple.com/uk/support/macbook_macbookpro/batteryupdate/

Good luck!

Mike

Have you looked at the link I posted? Here's an excerpt:-

*This battery update should be run on all MacBook and MacBook Pro computers and extra batteries that were purchased between February 2006 and April 2007.*

*If, after you have installed the battery update, your battery has any of the symptoms listed below, please make a reservation to bring your computer with its battery to your local Apple Retail Store, or bring it to an Apple Authorized Service Provider (AASP), or call your local Apple Support Contact Center. If Apple or an AASP determines that your battery is eligible for replacement, you will receive a new battery, free of charge, even if your MacBook or MacBook Pro is out of warranty.*

*For MacBook and MacBook Pro systems with Intel Core Duo processors, this program extends repair coverage on the battery for up to two years from the date of purchase of the computer.*


*Identifying an affected battery*

*Affected batteries will have one or more of the following symptoms:*

*Battery is not recognized causing an “X” to appear in the battery icon in the Finder menu bar.*
*Battery will not charge when computer is plugged into AC power.*
*Battery exhibits low charge capacity/runtime when using a fully charged battery with a battery cycle count (as shown in System Profiler) of less than 300.*
*Battery pack is visibly deformed.*

I don't understand how Apple can refuse you a free battery as your Mac was bought before April 07 AND has 'one of the symptoms' (visibly deformed).

You should persevere with this one. I'm not sure where your Apple customer relations officer was, but my battery issue was sorted by phoning Applecare about 5-6 months after my 1 yr warranty was up, and I didn't have an Applecare policy.

Good luck again.

Mike

Well... I think the one caveat is +*"If Apple or an AASP determines that your battery is eligible for replacement, you will receive a new battery, free of charge, even if your MacBook or MacBook Pro is out of warranty."*+

They basically have the final say (even if it falls within the given timeframe). Having said that... I'm still surprised they won't replace it. While it's sort of understandable if they don't replace a battery that no longer holds a full charge (although, they have certainly done that), it seems odd that they won't replace a battery that has swollen. In fact, I don't think I've heard of a single case when presented with a swollen battery that they didn't replace it. I can't imagine that they would want to expose themselves to the potential ramifications of the battery leaking and perhaps starting a fire (it's not likely that it would actually explode... swelling batteries were not entirely uncommon, but exploding is virtually unheard of). Perhaps you should have them officially decline to replace your battery. Let them know that if something happens, you want it documented that you visited the store and they were not willing to replace the battery. You should also ask them if it presents a possible hazard. Even though batteries can wear over time and lose their capacity to hold a full charge, a battery exhibiting deformation is a different story. It's no different than any other component possibly failing in a manner which can be dangerous. Apple would be libel for damages if the battery were to fail in a hazardous manner.

It wouldn't be my first choice for getting a resolution... but you have already taken the appropriate steps of pointing out your problem and, for some reason, it appears they decided your battery does not warrant a replacement. My concern is that the problem with the battery is a potential safety hazard. If it were an internal component that could potentially fail and cause a fire, they would recall it. The battery should NEVER present a safety hazard. Not charging... or not holding a charge can be expected as normal wear and tear over time. I would not really want to use my computer with a swollen battery for fear of what "might" happen. Even leaking, a Lithium Ion/Poly battery can be quite dangerous. It just seems to defy logic that they wouldn't replace it.

I agree entirely with JoeyR. It seems you have a particularly snotty rep on the other end of the phone! Also with a charge cycle count of 80, you now have 2 reasons out of the list with which to make your point.

Just to recap my dealings:- my battery was 19 months old i.e. 7 months out of warranty, had 295 charge cycles and held 75% of charge. I was prepared for a phone battle with Applecare (I didn't have an extended contract) and was pleasantly surprised when a new one was offered almost immediately. This was in the UK. It is Applecare you're dealing with, isn't it?

Mike

Do you take your laptop on airline trips? Ranting about it blowing up in your face with get you special attention at the security stop. And I think it's a little counter productive to use that claim with Apple. If its defective and covered by Apple, they'll probably replace it. If not, you can buy one for $65 and up. Yadda yadda yadda.

I also have a swollen battery (it popped and swelled just last night). My Macbook was purchased in August 2006, so way out of warranty. But, I would assume that a defect like this would be something they would replace no questions asked...apparently not. I got redirected to a manager or something when I called Apple Care today...he sympathized with me and even said he thinks Apple should still replace them but 'rules are rules'. I laughed, said thanks and goodbye.

Anyways, I'm running without a battery now...just hoping my daughter doesn't pull out the power, like she often does....

Just spent 45 minutes on the phone with Apple Support in Australia regarding a battery in a MacBookPro that swelled, like others above, within an hour while on charge. After removing it and allowing it to either cool or cook itself in a safe location (concrete floor) I refitted it and saved the system profiler information. The battery had completed 298 cycles and had a full charge capacity of 2450mAh, the condition was listed as "Check Battery".

I checked the website as others have and phoned the local agent who said "bring it in". After taking the battery to the agent and supplying the requested information I was presented with a minimum service charge guarantee form to sign, "just incase the battery was not covered by the replacement program", which I thought was odd considering on the phone I was told it met the criteria as per the website information. Unfortunately I don't have signing authority so advised I was unable to sign the form. The next day I received a call asking if the laptop could be brought in, which it was, then I was given instruction to call Apple as the laptop was not on the list (?) and replacement would have to be authorised by customer support.

At this point customer support have advised the battery is not going to be replaced as it is outside the warranty and (as quoted from the response sheet?) "It is quite natural for a battery to either expand or fail to hold a charge when it fails".

With 25 Years experience as a technician, specialising for 15 years in battery maintenance, I'd like to challenge that statement.

A Lithium Ion cell should not expand, unless its internal chemical composition includes impurities that cause an unexpected/unintended reaction or it is incorrectly charged resulting in the cell becoming unable to vent during the change of state of internal chemicals. This will either occur as a result of a manufacturing defect or a charging error.

Given the high internal resistance of the cells being used this could result in cells exploding. The battery pack in our unit expanded with sufficient force to peel open the internal tin case and bow the lower Aluminium sheild.

Many Li-Ion battery manufacurers quote 1000 cycles as the lifespan of a cell, thats about 3 years if you plug the power in most days (a cycle is each time you connect the charger, not just each charge of the battery). So I was not concerned when the battery in my G4 PowerBook needed replacing after 3 years, many video camera batteries need replacing after 2 years, often due to the contitions under which they operate.

Apple seem to have missed the point they built the battery and charger so the manufacturing defect is wholly their responsability. Regional variations of interpretation of liablity aside they need to address the problem that they are producing cells that expand and were NOT CONSTRUCTED "Free of manufacturing defects".

What will happen if the new fully sealed laptops suffer battery expansion in 2 years? Will it just be tough when the keyboard bows or, like the current version, the trackpad stops reacting because the cells are squashing it from below. How much force will it take to crack the new unibody case?

I know many people buy and use Apple computers, happy to pay the price premium for a product that lasts longer and (ussually) has excellent customer support.

What is the cost to Apple for the loss of faith in the value of their laptops?

Well put Wayne. This is my second bad experience dealing with Apple and my laptop. My iBook was the model with the faulty Logic board....I won't even go into detail of how many problems arose from that and how many times that thing went in and out of Apple care service.

Anyways, after this...I'm steering clear of Apple laptops merely because they won't accept responsibility for their faulty products. Giving valued customers the run around is not good business practice. I've never had a problem with their desktops though...so my next computer will probably be an iMac, lol.