Apple repair in-store repair scratched my iMac (early 2009)

Question

Apple repair in-store repair scratched my iMac (early 2009)

I had a few problem with my iMac, the screen had some kind of dust under the LCD not the glass and looked like it was a dead pixel, i took it over to the apple store and replaced it.

I got it back and now there are actual 2 -3 dead pixel/stuck pixel plus they scratched the aluminum edges. I'm so not happy about this.

I will be calling Apple Care to fix this bad service problem and i needed to know if you guys know if they will replace it and if they can do it and also if they can send the repair box and then send it to the repair factory.

iMac (early 2009), Mac OS X (10.5.8)

Posted on Aug 29, 2009 11:13 PM

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Answer 1

Dah•veed

Level 9

66,547 points

Aug 29, 2009 11:49 PM in response to kjkevinjungkj

Most parts on a Mac can be replaced individually without replacing the entire machine. If the authorized service center has scratched up the aluminum bezel they should replace it.
The question is, was this an Apple Store that handled your repair? Or was this a local Apple Authorized Service Center (AASC)? If it is a service center Apple Care will not likely get involved. You will need to approach the management of the service center for this repair, as it comes out of the AASC owner's pocket, not Apple's, if their techs scratched it up.
Since we have no idea where you live, we have no idea if it is possible to use delivery to transport the Mac from your home to the service center and back. That service is not available everywhere.
Dah•veed

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Answer 2

Aug 30, 2009 2:22 AM in response to Dah•veed

Yes, my machine was handled by the Apple Retail Store in California, Brea Mall. I do not want to take my machine back and forth because of a long distance between my house and the Apple retail store. Plus not only the problem of the long distance, I am only a high school student with no car and this makes everything hard for me.

Because of this problem, I am looking to see if it is possible that Apple Care would be able to send me a repair package that enable me to send it to a repair factory. Not only that i have ride issues, I just cannot trust Apple in-store repairs anymore because a same equivalent problem of "scratching up my computer" also happened with my macbook unibody.

I am always looking forward to a great service in Apple and have faith in them, but from time to time these little mis-handled problems p.i.s.s.e.s. me off (sorry for my rudeness). I am looking for a best way to communicate with Apple to fix these issues.

Not only i care for Apple products that i buy, but It seems to be a little heartbreaking for me to see that these issues happens often to many other people out there. What are your suggestions for me to do? Should i call Apple Care, the headquarters, other?

Message was edited by: kjkevinjungkj

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Answer 3

Dah•veed

Level 9

66,547 points

Aug 30, 2009 9:05 AM in response to kjkevinjungkj

Then since it is Apple's own service center that caused the damage, I would begin by calling Apple Care regarding the situation. But you cannot be timid about it, or they will not fix it! At the same time that you are firm in your desire for them to repair damage they caused, be polite and professional in your demeanor; no foul language, no threats of lawyers or lawsuits.
Be ready to offer the Case Number of the faulty warranty repair that resulted in the damage, and have photos available that you can email, either to Apple Care or the Apple Store that handled the repair, that document the damage. One idea is that you might call the Apple Store that handled the repair directly and speak to the manager and give the manager an opportunity to make it right for you before you speak to Apple Care.
I would also explain the hardship of getting your iMac to the Apple Store and back to see if 1.) they offer in home repair service where they would arrange to bring the parts to your home and repair the Mac, or 2.) a delivery service to ship the Mac back and forth. BTW, there are no repair factories, just Apple and 3rd party repair centers.
Dah•veed

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Answer 4

rkaufmann87

Level 10

148,494 points

Aug 30, 2009 9:24 AM in response to kjkevinjungkj

Kevin,

Considering your machine was worked on at an Apple store you have two choices, first is to deal directly with the management of the store. I totally understand your transportation issue however in all fairness to Apple that isn't their concern. What I would recommend is contacting the stores's manager, politely explain the problem and see what solution is offered. I would strongly suggest this line of help first as that is where the problem was caused. Just remember, be patient and polite and if need be be persistent. Make sure when contacting someone you have all the information necessary about your machine, purchase date, serial number, model, copies of receipts etc.

The next recommendation would be to contact AppleCare, explain the problem and see if you qualify for in-home repair. Again let them know politely the damage was caused by the local AppleStore and explain your transportation issue. While from your point of view this might seem more convenient from Apple's point of view it's much much more complex.

Hope this helps,

Regards,

Roger

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Answer 5

lakeshore

Level 2

306 points

Aug 30, 2009 12:27 PM in response to kjkevinjungkj

This highlights the importance of examining your computer and turning it on to see that it works BEFORE leaving the store. I know it sounds inconvenient, but it's a lot better than having to make a trip back to the store.

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Answer 6

Dah•veed

Level 9

66,547 points

Aug 30, 2009 12:49 PM in response to lakeshore

I know that the Apple Authorized Service Center here in greater Monterrey does a physical exam of the Mac, the tech and the owner together, noting in writing any pre-existing dings and scratches, which they both agree to and then sign. It is likewise examined when it is returned and compared to the original written agreement of condition. That way there is no question as to whether there was a mishap with the Mac, and who was in possession when it occurred.
They also wrap the Mac, especially iMacs, in heavy plastic wrap whenever the Mac is in the shop and not actually being worked upon.
Dah•veed

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Answer 7

Aug 31, 2009 3:51 AM in response to Dah•veed

No, It seems that they did not wrap the iMac in plastic.
It seems the certified store technicians handled the machines badly and carelessly and bumped into something.

I am going to call Apple Care first to see what options i have.
Thanks for your support!

I'll leave another post for a update after i call them.

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