MacBook Pro LEMON! Help!
Hello all,
I have owned many Macs over the years. However, this past spring, I bought a MacBook Pro (my third of those models) that has turned out to be a lemon. I write here simply because I am frustrated that Apple refuses to replace it. The machine never worked consistently - it often freezes, or goes to the dreaded grey screen telling me to reboot. I constantly have to reinstall OS from the DVD. It is under warranty and has been sent in for repair to Apple and to Apple certified repair shops twice (so I was left without it for 7 days each time). It has also been in to the genius bar multiple times for fixes. I have spent many, MANY hours on this computer. The last time I sent it in, Eric Knudson, the telephone support person, assured me that if I sent it in one more time for repair and it still malfunctioned, that he would get authorization for replacement. I did that. It malfunctioned. I called again this morning. A new telephone support person, Kevin, told me that I need to send it in one more time for repair, and if it malfunctions AGAIN, he'll get authorization for replacement. I referred him to Eric's promise of the same thing last time - Kevin claims he is unaware of that promise (it is not in the notes apparently), but is making the same promise to me. I asked him to formalize it in an email. He refused. I asked him to email my case information or just my number to me. He claimed he will, and did not. I need to get this machine replaced and to not spend any more time on it - it is a lemon that has already required WAY too much of my effort. Please give me advice as to how to proceed.
Thanks
Lisa
I have owned many Macs over the years. However, this past spring, I bought a MacBook Pro (my third of those models) that has turned out to be a lemon. I write here simply because I am frustrated that Apple refuses to replace it. The machine never worked consistently - it often freezes, or goes to the dreaded grey screen telling me to reboot. I constantly have to reinstall OS from the DVD. It is under warranty and has been sent in for repair to Apple and to Apple certified repair shops twice (so I was left without it for 7 days each time). It has also been in to the genius bar multiple times for fixes. I have spent many, MANY hours on this computer. The last time I sent it in, Eric Knudson, the telephone support person, assured me that if I sent it in one more time for repair and it still malfunctioned, that he would get authorization for replacement. I did that. It malfunctioned. I called again this morning. A new telephone support person, Kevin, told me that I need to send it in one more time for repair, and if it malfunctions AGAIN, he'll get authorization for replacement. I referred him to Eric's promise of the same thing last time - Kevin claims he is unaware of that promise (it is not in the notes apparently), but is making the same promise to me. I asked him to formalize it in an email. He refused. I asked him to email my case information or just my number to me. He claimed he will, and did not. I need to get this machine replaced and to not spend any more time on it - it is a lemon that has already required WAY too much of my effort. Please give me advice as to how to proceed.
Thanks
Lisa
MacBook Pro, Mac OS X (10.6.5), most recent model
