apple store support
Nov 21, my daughters macbook pro 17 died. We rebooted - ran a while, then died. We managed to run TTP - diagnostics were clean. Battery good - it would just blink off - sometimes with a messed up screen first (vertical lines). I checked everything I could - we called apple, made an appt at the nearest store (2+ hours away), jumped in the car and drove through the end of a snow storm to get there. Genius bar guy plugged it in, ran some tests - said "This machine is one with a known bad video, it will be repaired no cost but we have to send it in, when fixed it will be shipped to your home." That was saturday the 21. It wouldn't ship until 23rd, monday morning. It gets shipped to California - my daughter gets a call on the 25th: "The problem isn't what they said - it has to be repaired at the store and it will be $300 something dollars. Maybe you can get it back my next monday." She calls today, two days later and is told "its still sitting here in california on the shelf". There was some mixup - after some appropriate loud discussion, they say they will fix it there, ship it to the store for more diagnostics and she can pick it up next week. (another two+ hour drive). She asked to speak to a supervisor - and was told, no one was available.
So, 6 days later - it MIGHT be fixed at Apple's facility. MAYBE in a day or so shipped to Indianapolis. MAYBE in another day or so, be checked out by store staff and MAYBE she'll get a call to come get it and MAYBE only have to pay $300+.
BUT why would the store have to run further diagnostics? What are the chances it gets to the store and STILL has a problem? What are the chances she was told the truth and it will be fixed in California before being shipped back?
I have been a loyal Apple customer since the Macintosh days (as are most of my kids). I purchased dozens of macs for my staff before I retired. I have 6 running right now in my house. I realize that is nothing compared to the billions Apple makes every year, but its a Lot to me.
To me, this is a huge screw up. To my daughter who depends on her machine for her daily work at home job, its bigger than HUGE.
Does someone at Apple want to step up to the plate on this one?
Oh, and I'm complaining here because we've done the phone thing. If we can't get to someone in half a dozen calls, then your system is broken!
mgg
MacBook Pro, OS X Yosemite (10.10.1), also, Mac Pro, iphone, ipad