DOA Policy ?

Question

Level 1

0 points

DOA Policy ?

Hi.

I've purchased a new Mabcook Pro 15.4 in Greece where I am on Wednesday.

On Friday the Macbook refused to boot (after installing only Xcode and Skype) and had to boot in safe mode before making it boot normaly again.

On Saturday the Macbook stopped booting to any mode (normal or safe mode) and the HD is making a metalic noise constantly (so I'm pretty sure the HD needs to be replaced).

I called the Apple official reseller in Greece (InfoQuest) and they said I should send them my Macbook at my own expenses to their Service Center and I'll get a free repair after 5-6 working days.

Doesn't Apple have a DOA policy?

Isn't this Macbook covered by that DOA policy (since it broke down 3 days after it was purchased)?

I'm very dissapointed with the level of support I'm getting here.

MacBook Pro, Mac OS X (10.6.8)

Posted on Jul 18, 2011 2:05 AM

Reply

Answer 1

thomas_r.

Level 7

31,989 points

Jul 18, 2011 4:27 AM in response to Lefteris23

Keep in mind that the support you're getting is from an Apple reseller, not Apple, unless you have also called Apple itself. It certainly sounds like a hard drive issue, but we can't tell you that for sure in a forum like this. All we can tell you is to call Apple directly, if that's an option in Greece, or try replacing the hard drive yourself if you don't like the reseller's service and they're your only option.

Reply

Answer 2

Lefteris23 Author

Level 1

0 points

Jul 18, 2011 5:10 AM in response to Lefteris23

I've called Apple support in Greece and they told me they only offer technical telephone support (LOL).

I should contact their official reseller for service.

I only have to say shame on Apple for providing this poor level of support.

I definetely won't be paying 50$ to sent the laptop to the support center and get it back in 10 days.

This laptop should have been replaced on site.

I've replaced the HDD my self with an old one 250GB I had lying around and it works now, however I'm dissapointed with Apple.

For me any products sold to end customers should have a 7 DOA policy.

Reply

Answer 3

thomas_r.

Level 7

31,989 points

Jul 18, 2011 6:17 AM in response to Lefteris23

Again, you're talking about policies from a reseller. A reseller is not Apple. If Apple does not offer direct service in Greece, that's unfortunate.

As for the DOA service, I have to say you haven't even given the reseller a fair shot at doing the right thing, here. The machine was not DOA, it failed after a few days, after you had been using it for a while. Although I think it's likely the hard drive failed, they cannot simply take your word for it that something's wrong with the hardware, as end users often make such claims inaccurately. In order to decide what the appropriate course is, they need to see the machine and diagnose the problem. I understand that you don't want to be without the machine for 5-6 days, but if that's all the reseller offers, that leaves you with few choices. That's not something that we can do anything about and not really appropriate for discussing on this particular forum.

Reply

Answer 4

Lefteris23 Author

Level 1

0 points

Jul 18, 2011 10:10 AM in response to thomas_r.

Again I think any product that fails within less than 7 days, should be considered as DOA.

The reseller is an OFFICIAL Apple reseller, so since Apple has not it's own sales & service in Greece, those should be provided by their OFFICIAL reseller.

Have you ever heard about on-site support?

Because most companies that respect their clients, do offer this.

I had my Viewsonic LCD screen on-site replaced 16 months after it was purchased (had a 2 year warranty).

They came, took my old screen and gave my a new one. Simple as that.

And btw, after replacing the HDD the laptop works now...

Reply

Answer 5

thomas_r.

Level 7

31,989 points

Jul 18, 2011 11:35 AM in response to Lefteris23

You seem to be missing the main points. Namely:

A reseller is not Apple, so griping about Apple when you have a problem with a reseller's services is not appropriate.
Nobody on this forum can help you with your problem; we're all just users like you.
Since you don't have a question anyone here can help with, and since you're mainly just complaining about bad service, your posts could be considered violations of the terms of use of these forums.

You need to deal with the reseller, and if you feel their service is poor, report them to Apple.

Reply

Answer 6

Lefteris23 Author

Level 1

0 points

Jul 18, 2011 12:24 PM in response to thomas_r.

The reseller is an official reseller, so Apple should be responsible for choosing resellers that provide some quality of service
I know that in this forum there are only users and I asked more experienced users what the DOA policy of Apple is, so I can know that when dealing with the official reseller here in Greece
My question was very clear and yes I'm going to complain if I don't get service for what I paid and expected for.

How can I report the reseller to Apple?

Reply

Answer 7

thomas_r.

Level 7

31,989 points

Jul 18, 2011 4:07 PM in response to Lefteris23

How can I report the reseller to Apple?

I'm actually not sure... I tried to find you a number and had no luck. I'd probably try calling customer service, but since you're in Greece, that complicates things a bit. I'd guess customer service would still be the way to go, though. See the Contact Us page on Apple's web site.

Reply