Unbelievably bad service regarding broken MacBook HDD

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Level 1

5 points

Unbelievably bad service regarding broken MacBook HDD

Hi,

first I want to say that I hope someone from Apple reads this and can help out.
I have always thought that Apple is company with superb service and support making it as easy as possible for it's loyal customers.

Here's the story:
Around christmas time the HDD broke in my MB.
Humac who serves Apple products in Denmark told me that the service would take approx. 10 days.
As I use it a lot it was too long to be without a computer, even if 10 days is reasonable. So I went and bought a new HDD the same day from the shop and tried to install it, to solve everything quickly. It wasn't as easy as I had thought.
The rubber sliders came out together with the broken HDD, probably the glue was to weak for the heat inside the computer..

After trying for hours to put the HDD in the slot together with the rubber I simply gave up. I walked with the computer to Humac and told them to fix it. It annoyed me a little since I knew it would cost more to just install the HDD than the drive had cost itself, just because of bad rubber glue..

Well, then one day this article appeared all over the net:
http://www.apple.com/support/macbook/hd/repairextension/
And this is the most important part:
"Some customers may have paid for out of warranty repairs that qualify under this program. Apple will contact affected customers with details on the reimbursement process."

I was really happy to get some of the money back, but no....
I called Humac, and asked how to proceed to get a refund. They answered me that according to their database, they have not repaired any HDD on my MB, and sort of they where right in that.. But after explaining that I have the broken HDD right next to me, he said that I could come down with it together with the computer to get it all sorted out.
I got to the shop together with my MB and the HDD, and couldn't get to talk with the repair guys, just the sales desk.
I told the story once again, and wanted to leave the 120GB HDD with even a Mac logo printed there, so that they could check that it's faulty. But NO again.
I'm informed that I would have to leave it together with my computer, again for a week!!! Even if the computer now is fixed and fully working?!?!

I really have a hard time believing that a company as big as Apple don't have the tools to test a hard-drive without the users computer.

My point is that I just think the whole thing is insane.

At this point it's not more about money, more about what I'm going to think about the companys (In this case Humac, who are authorized by Apple) service level in the future..

Regards,
Sebastian

MacBook late 2007, Mac OS X (10.5.8)

Posted on Mar 11, 2010 9:46 AM

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Answer 1

varjak paw

Level 10

170,200 points

Mar 11, 2010 10:00 AM in response to sebamattsson

You have not been dealing with Apple directly, so this really isn't an Apple customer service failure per se. You've been dealing with an independent company with whom Apple contracts for certain repair services. While Apple attempts to provide stringent guidelines for the behavior of these independent companies, Apple has no direct control over them.

I would first suggest that you contact Humac and insist on speaking to a manager. Then explain the situation to him/her and see if a resolution can be found.

If you can obtain no satisfaction from Human, you can call Apple via their tech support number and ask to speak with a customer relations representative. Then explain the situation to that person and see if they can work with Humac to solve the issue. Note, though, that since you attempted to replace the drive yourself, that complicates matters. Whether or not you can qualify for a reimbursement in this circumstance I don't know.

Good luck.

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Answer 2

sebamattsson Author

Level 1

5 points

Mar 11, 2010 1:14 PM in response to varjak paw

Thanks for your thoughts Dave.
Yes I understand that it's not directly Apple, but since there is no direct Apple service in Denmark (or even in Europe..I think), it would nice if Apple would tell these independent companies with a first rule: Try to keep the customers happy..

And regarding that it should be a problem that I tried to change the harddrive just sounds like a bad excuse from their side.. Everyone knows it's not a hard task (if the rubbers would been glued properly).
And if you go to the bottom of the issue, it's about broken hard drives, that I still have, and they are just playing wise because I didn't use their expensive service to get it installed.. Or is it mentioned anywhere that your Macs warranty is void if you replace the harddrive by yourself..?

Well, let's see what happens.

Message was edited by: sebamattsson

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Answer 3

varjak paw

Level 10

170,200 points

Mar 11, 2010 1:15 PM in response to sebamattsson

it would nice if Apple would tell these independent companies with a first rule: Try to keep the customers happy..

As a rule they do, but since Apple can't monitor these people every day, things can slip.

And regarding that it should be a problem that I tried to change the harddrive just sounds like a bad excuse from their side.. Everyone knows it's not a hard task (if the rubbers would been glued properly). And if you go to the bottom of the issue, it's about broken hard drives, not about whose replaced it and when.. Or is it mentioned anywhere that your Macs warranty is void if you replace the harddrive by yourself..?

No, but it is mentioned that if you try and do any service yourself and cause any damage, the warranty won't cover it. Whether that would apply in this case with a repair extension/reimbursement programI don't know; I only mention it as a caution.

Again, good luck.

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