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User profile for user: Cmitch08
Cmitch08 Author
User level: Level 1
5 points

Does Apple have a lemon policy?

I bought Macbook Pro (upgraded 15") back in August, and to simply put it, Ive had pure **** with this laptop from week two. Ive been to the Apple store where I purchased it more times than I can count on two hands, and most of the time the technicians working simply tell me to "come back at another time if the problem persists." I usually reply that I can make an appointment for an hour later, and Ive done so as well.

I am currently on my:
2nd logic board
3rd CD/DVD Rom Drive
2nd set of fans (after hearing rattling on both sides of the enclosure around a month ago)
2nd charger, because it stopped charging (would only power)
2nd battery, because any use over 50 minutes would bring it to around 25% or less (with screen dimmed, and Firefox being the only program opened)
Second set of internal cables (forgot which ones they were)
Ive also had numerous problems with the headphone jack, and the computer not being able to recognize whether or not headphones were inserted -> causing my speakers not to work

AND now, Ive noticed a slight bubble/bulge on my trackpad (I couldnt find anything on the forums about this).

Being a college student, at 19, I seemed to often be overlooked whenever I bring my laptop in to be fixed at the Apple store in Boulder, Colorado. And this is extremely frustrating. Most of the problems (minus the trackpad issue) that I listed above, it took me 3 or more visits to the local Apple store for them to do ANYTHING to replace a part. In some cases, I had to drive 2+ hours to the nearest Apple store, only for them to say similar things (this happened while in Texas, not Boulder).

Im now currently 5+ hours away from the nearest Apple tech/store, and on my day off Im considering driving to the nearest place to see what they think about the track pad. And while Im there I intend to ask for a replacement computer because of the numerous problems that Ive had with this laptop and Apple in general.

But after looking through paperwork and the warranties (I have the extended warranty), I couldnt find anything about a lemon policy (which I know most other computer companies have because Ive had to deal with it before on a Sony computer).

All in all, does Apple have a policy on replacing computers? Obviously Ive almost encountered every problem in the book, and at this point I never plan on buying an Apple computer again based on the support Ive received lately..

thanks!

Macbook Pro (early 2008), Mac OS X (10.5.7)

Posted on Jun 10, 2009 6:13 PM

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6 replies
User profile for user: S.U.
S.U.
User level: Level 6
9,595 points

Jun 10, 2009 6:49 PM in response to Cmitch08

To the best of my knowledge, Apple does have a lemon policy, but I don't know that it is explicitly stated anywhere. I have heard of people being able to get their computer replaced after a series of major repairs.

Since you are a long ways from an Apple Store, it would probably be best to call Apple and ask to speak to Apple Customer Relations. They are a special tier at Apple whose mission is to solve problems that have not been solved at a lower level and to try to make Apple customers happy. They are also able to authorize a replacement machine.

Get together all of your repair records and case numbers if you have them and call and make your case. Be very polite and nice, but let them know how disappointed you are both with your machine and with the service you have received so far which has still not fixed everything. Do mention the many hours of your time that have been wasted in trying to get your Mac fixed satisfactorily.

In the future, it may be better to send your Mac off to an official Apple repair depot instead of trying to get it fixed at an Apple Store. My niece did that, and had very fast turnaround, sending hers off Tuesday at 6:00 PM and getting it back before noon on Thursday. To do that, you call Apple, and they will send you a special shipping box.

Good luck!
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User profile for user: Cmitch08
Cmitch08 Author
User level: Level 1
5 points

Jun 10, 2009 6:55 PM in response to S.U.

Ill be sure to call Apple and speak to those guys as soon as I can(amazingly, my 2 week old iPhone wont make/place calls, but I can check voicemail and text people..).

The only thing about getting all of my repair records, is that they are either locked up in storage for the summer (again, Im a college student so most of my possessions are locked up far away), and a lot of the visits that I made to Apple they technically never worked on the laptop physically, they just told me to come back at other times..)

When I had to visit the nearest Apple store while in Texas, they shipped my laptop off to get a number of things replaced and I was extremely surprised as to how fast I got my laptop back. I gave it to them on Tuesday night, causing it to ship out on Wednesday morning and it was on my front door step at 8am the following day. I was extremely impressed!
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User profile for user: S.U.
S.U.
User level: Level 6
9,595 points

Jun 10, 2009 7:33 PM in response to Cmitch08

Since Apple did the repairs, they should be documented. All you should need is your serial number for them to be able to look up the repair history and see what they did. You can still tell them about the many visits to the Boulder Apple Store where nothing was actually done to help you and how frustrating that was.

I think that repairs vs. replacements are done on a case by case basis, so it won't hurt to call ACR and talk to them, especially since you now have a new problem with the trackpad. See what they say.

Good luck!
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Does Apple have a lemon policy?

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