NotQuiteLeet.com

First of all I would like to thank My Biggest Complaint for running my story and aiding with the visibility of this issue. In fact it has drawn so much attention one of my articles, it is nearly their most popular complaint of all time. Put a gold start next to my name why dont’cha!

Many have asked why I have waited so long to post an update, undoubtedly the Apple community is the front runner of that inquiry. The reason is that often times consumers are very quick to “fire and forget” so to speak. However, consumers in all their haste, after applying vigorous pressure and expression of dissatisfaction to multiple levels of management, if not extending to external consumer organizations such as the Better Business Bureau, or other consumer rights organizations, all too often rush to praise the entity that has caused them so much grief to reach the desired resolution. I have the moral and ethical dilemma of presiding over my own conscience, and evaluating the actions of myself along with my aforementioned adversary. Time is the only tool that can allow oneself to reflect reasonably and accurately when posting a follow to the issue. That’s why.

So to recap, where do we begin?

Well first read my post on Apple Refusing to fix my MacBook Pro. In short I paid to have a damaged screen repaired, after a month of usage it would not latch properly, had a noticeable bend in the display, and the plastic lining (the seal between the plastic and metal frame) was separating from the metal housing. Now in the approximately $1400.00 repair cost, the screen, top and bottom housing was replaced. All repaired parts by Apple come with a warranty, however I don’t know if it is 30, 60, 90 days or a full year. Regardless of the length of the warranty, the computer was deemed to be defective and the part replaced under warranty (after I paid originally to replace it, mind you). When this repair was received is when the Apple Refusing to fix my MacBook Pro post starts.

After that event happened I engaged Ruth (if I recall her name correctly), the Regional Manager that oversees repairs for all the Apple Stores in the NC region. I told her what was said to me, relayed the managers respective demeanor, and eventually she saw pictures of the bend in the display. She sympathized with the way I was treated and was going to notify the General Manager Khalil Smith’s manager about the unfavorable way he handled the situation. After speaking with Ruth about the situation, she made a few phone calls to see just what she could do. I received a phone call a day or two later from Ruth. She told me she has arranged that all the parts be shipped to the store where the repair would take place in house. She told me that she told the General Manager, Khalil Smith, that there was to be no mention of “specs”, and that the most detailed and diligent Apple Genius would repair the laptop. She reflected to me the most attentive eye would oversee the repair and repair process. I agreed as that was a reasonable and efficient resolution to the situation.

My post on My Bent MacBook Pro is when I went to pick up the laptop after the repair Ruth arranged. I went in prepared to catch any FUD I would be fed as documentation at this point was key. The MacBook Pro was still bent, and I was concerned about the stability and integrity of something happening to the display, especially since any damage done to it in the user’s hands is not covered under warranty, thus another approximate $1400.00. I did not accept the laptop on that visit. I called Ruth back and expressed my concerns. She assured me that the displays condition was fully documented and would be taken in to full consideration if further damage occurred. I agreed to accept the repair and went to pick it up. After picking this repair up I called the store and spoke with Khalil about his employees ( Drew Robertson ) communication to “throw down” which he effectively blew off. He didnt believe it happened to the extent I described, and when I told him I had it on video he said he would consider it further when he sees the video. In other words he gave the “Ill believe it when I see it” excuse. Well, its on Yahoo and YouTube now Khalil, do you believe me now?

About a month later the bend in the screen worsened and I started having latch problems much like after the first time it was repaired. I became increasingly dissatisfied with the product and Apple at this point. Some people don’t believe me and say I just want to cause trouble for a new laptop. Well, pictures of the bent Macbook Pro after the final repair are below:

I called Apple Corporate Customer Relations on Monday, 23rd of July 2007, spoke to a Natalie, and filed a formal complaint against the employee, Drew Robertson, for his “throw down” comment, and a formal complaint regarding the dissatisfaction with the repair work after 3 repairs now, and reinforced this was a repair I paid for. I demanded either a full refund for the cost of the repair, or a new MacBook Pro. The Corporate Representative admitted she was not a technical person, but she was very comforting to speak with being that she apologized for the employees action. She said that an employee should never use that language, intent, or demeanor towards any customer.

As for the quality of the repair Natalie engaged Ruth, who found herself once again involved in this issue. When my MBP was repaired for the “final” time the Genius techs took pictures of it and sent them to Ruth. Those pictures were then forwarded to Natalie at Corporate. The laptops condition at the time the Genii took pictures of it was recorded in my video as well. However Natalie asked me to take pictures of my laptop in the current state and email them to her. The above pictures are of my laptop in the worsened condition it was in after a month of usage. When I called Natalie the next day she said she hadn’t looked at the pictures I sent, and said that after she got off the phone with me, the decision made by her and the Ruth was to replace the MBP with a new one. By Saturday, July 28th it was arranged that a new laptop be available for me to pick up at the Apple Store. I went to another Apple Store in the area to avoid any further confrontation at the Crabtree Valley store. I didn’t want to be seen as an antagonizer, so I avoided that store and will do so in the future as well.

Interesting thing about the laptop replacement procedure. Natalie told me there was a “special group” that handles repairs of laptops for my situation, and others like it. Apple was going to mail me a box with a shipping label tracked by Fed Ex. Once that tracking number was activated Apple would put a new one in the mail and send it to me. 5-10 business days was going to be the wait time. I asked for an arrangement be set up with a local store, which Natalie checked in to, and was able to coordinate.

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In conclusion, am I satisfied?

No! Khalil knew that a bend in the display was not within the “specs” which were “confidential”. Only an idiot would buy that garbage. Furthermore, the screen would not have initially been replaced the first time after I paid to have it replaced (the repair that led the “Apple refusing to fix my MacBook Pro post), if it was really within their “specs”. They could have fixed the latch without replacing the display. Obviously they knew displays are not meant to be bent.

What about the “confidential specs”?

There aren’t any confidential specs regarding the bend in the display. Ruth verified that when she overrode Khalil’s abhorrent decision to refuse to replace it again due to said bend. She made it clear to the management and Genius staff at the store that she “Didn’t want to hear anything at all about specs” in replacing the laptop. Bascially she told them “no excuses”. She also admitted if that was her laptop she would be upset at the condition as well.

Did Apple do the right thing??

Yes, but not after an inordinate amount of complaining, picture and video documentation, blogging, social networking, online visibility, search engine optimization, and phone calls escalating all the way to the Corporate office. In other words I had to “raise hell” to be noticed and taken seriously. This issue took way too long to resolve. Apple has a right to know about “bad apples” in its store like Drew Robertson, and the asinine management demeanor and decisions of Khalil Smith.

The machine should have been replaced after the manager refused to repair it further, period.

Did I misrepresent the situation, or people involved therein?

Hell no. Any contestation otherwise would be to ignore the obvious, neglect the truth, be void of any rationality, and to express complete ignorance. In cases of libel or slander truth is an absolute defense. I have no fear of legal recourse nor litigation based on that fact alone.

What should you do if your display is bent?

Document it with photo’s, take it to the Apple store and ask them to replace it. If they refuse to document the reason why and put it on the web. Blog about it, post it on My Biggest Complaint, Consumerist, Digg, Slashdot, Reddit.com, Macosxhints forums and any other sites you can find.

Do not allow yourself to be fed excuses of it being “within specs”. Obviously and especially as I have demonstrated, it is clearly not.

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