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My mac book pro 2009 is defective...

1894 Views 7 Replies Latest reply: Jul 8, 2010 9:29 PM by ath_adja RSS
opertone Calculating status...
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Apr 17, 2010 11:00 PM
My macbook pro 2009 is defective. What shall I do?

It came defective out of the box. Apple authorized technical service does not acknowledge the problem. This service provider has not fixed my MBP W8921F52QT since my repairs request 5 months ago.

My MBP video image freezes or horizontal stripes appear on the screen. This occurs approximately after two hours of continuous work load.

Authorized service provider can not diagnose the problem, they were unable to identify the source of the problem in 4 months time, macbook was placed in their testing lab.

I can't play or work with my MBP since its purchase in october 2009, because it came defective. What can I do?
Mac Book Pro, Mac OS X (10.5.6)
  • lk22173 Level 1 Level 1 (5 points)
    Currently Being Moderated
    Apr 18, 2010 1:55 AM (in response to opertone)
    This really *****, but the only thing that I think you can do is to be very polite and explain this issue to customer relations. Call this number 800 767 2775. This department deals with unsatisfied customers. What will happen is the agent will bring on a senior tech support member and there will be a conference call. I stress to you, that if you are polite they will hear you out.

    When you call the number there will be a rep who will screen the call to make sure your "worthy" to talk to a customer relations agent, just tell them that you this is not about technical support that you have an ongoing unresolved issue. Even if you are out of warranty, they might grant you a grace period. Good luck, and it always helps to mention to the agent that you had previous unsuccessful attempts at the genius bar.
    -They couldn't fix the problem because it is very sporadic, thought quite detrimental to your use of the computer.
    Tell them you believe its a hardware issue. I hope it works out
    Macbook pro 17"i7, Other OS
  • eww Level 9 Level 9 (52,975 points)
    Currently Being Moderated
    Apr 18, 2010 6:15 AM (in response to opertone)
    opertone: The phone number you've been given above is for Customer Relations in the USA, and I don't know whether or not you'll be able to call it from Russia. If not, try the number shown for Russia on this page, and ask to be transferred to a Customer Relations representative.

    In this previous post, you acknowledged that a delay of several months in repairing your machine was not caused by Apple, but was "all due to massive Russia's customs problems". (The fact that the service provider waited months for Customs to clear a part or parts clearly contradicts your claim that the service provider failed to acknowledge any problem.) Then you went on to complain about the service center "postponing repairs," as though you had completely forgotten what you wrote a moment earlier about the cause of the delay. You also wrote in that post that you had bought your machine in September, but in the post with which you started this thread, you say you bought it in October. You will need to review your paperwork and get your facts straight before calling Customer Relations, or you may be regarded as a liar and a crank even if you have a legitimate grievance.

    Finally, having read many of your now-deleted rants here, let me urge you to be calm and polite in talking with Customer Relations. You can be sure of getting nowhere if you lose your temper again.

    Message was edited by: eww
    15" UMBP 2.4GHz/4G/250G; TiBook 1GHz/1G/120G, Mac OS X (10.5.8), iTouch 32G, scanners, projector, graphics tablet, laser and photo printers
  • eww Level 9 Level 9 (52,975 points)
    Currently Being Moderated
    Apr 19, 2010 8:24 PM (in response to opertone)
    Well, your story certainly does change from one telling to another. What was the reason, exactly, for your bitter comment about Russian Customs on March 7? Custms doesn't seem to figure in today's version at all. This leads anyone reading your posts to wonder what parts of the story you aren't telling us, and perhaps aren't telling the people you're dealing with there.

    I freely admit that I have no idea how Apple products are serviced or supported in Russia, where by all accounts corruption is the only certainty, doing any kind of business is an exercise in frustration, and the only thing that makes it bearable is the size of the potential market. Under those conditions, it wouldn't surprise me at all to learn that Apple has been unable to exert control over its representatives/franchisees/contractors — never mind over the Customs service. It may be that in Russia you simply *can't get* the support you're entitled to expect from Apple. Indeed, that's how it sounds. You can bet Apple wouldn't be glad to hear that it's being represented there by anyone who would treat you as you say you've been treated. But if Apple can't control those people, then you essentially have no business relationship with Apple at all, and I'm not sure there's anything you or Apple can do about it. This isn't the first time I've heard of people robbed blind without any recourse after trying to do business in Russia.

    If you do get through to Customer Relations in the USA, I hope they will listen, and I wish you luck. If it doesn't work out, I suggest that you cut your losses and move on, buying whatever sort of junk PC you can get cheaply and have serviced by local techs or throw away when it malfunctions. Perhaps your country just isn't ready for Macs yet, or Apple hasn't learned how to work the system there.
    15" '08 UMBP 2.4GHz/4G/250G; TiBook 1GHz/1G/120G, Mac OS X (10.5.8), liTouch 32G, scanners, projector, graphics tabet, laser & photo printers
  • ath_adja Calculating status...
    Currently Being Moderated
    Jul 8, 2010 9:29 PM (in response to opertone)
    hi...how you can get claim to apple...
    my MBP defacted..

    thx
    MacBook Pro, Mac OS X (10.5.8)

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