How long did your repair take?

Question

How long did your repair take?

I sent my MBP in over two weeks ago (March 13th). I had a weird audio jack clicking problem and the whine. First it was in the diagnosing state for several days, and then it switched to "On Hold - Part on order".

I talked to the AppleCare guy last week and he assured me that the part get in last Friday and that I would have my MBP back on Monday or Tuesday the latest. We, it is Thursday and still no MBP. This is getting ridiculous. I am really thinking about getting my money back.

Apple's repair department had my computer for longer than I did. They also collected my money and I am without a computer still.

Anyhow. How long did your repair take?

MacBook Pro 2.0, Mac OS X (10.4.5)

Posted on Mar 30, 2006 7:05 AM

Reply

Answer 1

a brody

Level 10

85,314 points

Mar 30, 2006 7:53 AM in response to Andras Dombovari

Andras,
Contact AppleCare again and tell them if you don't have it by a certain period you'd like to have an option of a replacement computer.

Normally AppleCare does not charge you anything under 90 days unless you have an out of warranty repair issue, or you are asking a third party Authorized Service Center for an expedited repair. Find out why they took your money.

Reply

Answer 2

Mar 30, 2006 7:56 AM in response to a brody

mine took 2 days. sent it in monday. they got it tuesday. fixed it wednesday and i had it back thursday.

it was for the logic board.

Reply

Answer 3

Mar 30, 2006 8:28 AM in response to a brody

brody: My AppleCare agent works Tuesday-Saturday. I left a message with my AppleCare agent two days ago (Tuesday) and yesterday (Wednesday). In both cases I asked him to call me back, but I received no calls back. Every time I call I get his voice mail.

That is what happened today once again. So I called the AppleCare main line and talked to a lady there. She checked on the status of my repair and said that the estimated time of repair is April 3rd. She said that they are waiting on a part that was ordered on the 21st. I would like to make a note that I did receive a call on last Friday (24th), saying that the part was in, the repair started and I should have my computer back on Monday or Tuesday at the latest. So now they are saying that the part is still not in and that the repair slipped another week. I feel like I am getting the run-around.

She mentioned that my AppleCare agent did check on my MBP's status yesterday. I am not sure why he did not call me back about it. Anyhow, she said that she would transfer to the agent and I could discuss this with him once again. I said OK, but I don't want to talk to his voice main once again. She assured me that she could transfer me there and that I would be able to talk to him. She transfered the call and I got the agent's voice mail once again....

Reply

Answer 4

Mar 30, 2006 8:31 AM in response to Andras Dombovari

he is probably screening your calls if your buggin him every day and leaving messages. LOL.

Reply

Answer 5

Mar 30, 2006 8:44 AM in response to Steven Santoianni1

Not really funny. If you spend top dollar on a laptop and have problems with it on the first week, then you return it to repair, and the AppleCare rep tells you that you will probably have it back in 5-7 days... then in two and a half weeks you are still without your computer that you paid for... and he ignores your calls... well, what would you think?

Reply

Answer 6

Mar 30, 2006 8:50 AM in response to Andras Dombovari

did you buy it from apple if thas the case i wouldnt have sent it in. i would have got a new one till i got a good one. i sent mine in and i checked my status on the website.

just be patient. i mean it was your choice to send it in.

Reply

Answer 7

a brody

Level 10

85,314 points

Mar 30, 2006 8:52 AM in response to Andras Dombovari

AppleCare is also Customer Relations. If an AppleCare agent is not returning your calls in a timely manner, call them again and complain about that agent and ask to speak to a supervisor. Be calm yet firm. Here in Discussions we are just users here helping other users. That's in spite of the fact that this is a link off the support page. I can't say what I think, because that would be something I'd consider "questioning Apple policy."

Reply

Answer 8

Mar 30, 2006 8:55 AM in response to a brody

they are supposed to call you back? dont they get thousands of calls a week each. how do you expect them to get back to everybody. very strange

Reply

Answer 9

Mar 30, 2006 8:59 AM in response to a brody

I am usually patient. I can understand if they did not have the part and had to order it. When i talked to the rep last week I made him feel good about the whole deal and told him that Monday or Tuesday would be fine, especially when he said that they got the parts in.

I just don't like getting the run-around, when they tell me next week, and the following week they say the same. As a paying customer I believe that I shoud be getting a better customer service.

I really don't have much time to keep leaving messages for AppleCare and chase the computer down that I paid for. I don't think many of us do.

I think I will call the supervisor today and see what is going on. I might even return it completely and demand a new one. This is just ridiculous.

Reply

Answer 10

a brody

Level 10

85,314 points

Mar 30, 2006 9:01 AM in response to Steven Santoianni1

I agree with you. Getting AppleCare to call back is something I've never gotten to happen. I've typically held on to my case number and called them when I was ready to find out any updates.

Reply

Answer 11

Apr 14, 2006 8:20 PM in response to Andras Dombovari

Well, I ended up reciving a brand new MBP. The old one took too long to repair. They were waiting on a part that has somerthing to do with sound.

The MBP seems to run very cool and quiet, but has a really bad bright spot on the bottom of the screen. It also has the same exact sound popping issue that my prevous MBP had. I think all of them might have this issue.

I am heading to my local Apple Store tomorrow to try to figure these issues out.

Reply

Answer 12

a brody

Level 10

85,314 points

Apr 15, 2006 5:48 AM in response to Andras Dombovari

I doubt all have the same specific "issue". Brightness screen issues can sometimes appear in the manufacturing process. In fact many 15" Powerbooks had that issue:

http://www.apple.com/support/powerbook/displayprogram/

As for popping, maybe you have a poor electric connection in your house causing a short. I would get a uninterruptable power supply so that the Powerbook gets the right kind of power. There is a good discussion on that here:

http://www.macintouch.com/readerreports/batterybackup/topic3534.html

The reason I say this, is sometimes people have issues with multiple computers because the power in their home is not well wired. An uninterruptable power supply can help in such situations until you can get an electrician to find out what is going wrong.

Reply