AppleCare won't cover???

[TheBiggmann]

About a week ago while using my MPB, it just randomly powered down ad wouldn't start back up. I took it into the Apple Store and they looked at it, thought it was probably the logic board or the left I/O, and told me I would be covered under AppleCare. They sent it out and I just received a call saying they looked at it and due to pressure marks on my screen (which have been there for a year+, and I don't know how they got there) and some other thing with the case I believe, they won't be covering anything under AppleCare and I can either have it sent back or pay $1500 to have it repaired. Is there anything I can do here, because this seems like crap. The Genius guy told me everything was fine and I would be covered, and actually told me I didt necessary have to send it out, but it would be faster, and then when I do they are telling me it's not covered. I was thinking of calling customer relations because ive heard good stories about that, but I don't even know what to say. Help me out here.

 

[TheStu]

Have them send it back to you and take it back to the store. Get it in writing that it will be warrantied service and then either have the store take care of it, or have them send it out again but this time you have it in writing that it is covered.

 

[TheBiggmann]

I have te work authorization, does that do me any good? It says $0.00 due.

 

[Adramalech]

They can still give you a different quote. I would call AppleCare via the 1-800 and let them know about your situation. Sometimes they are able to override it. You should have the repair number so give them a call and explain the situation.

EDIT: Also, before I forget, the Genius in the store can shoot out an override if needed. What kind of model was it?

 

[rugby]

We can fix it via mail order, we are an AASP and can do warranty and out of warranty work.

 

[TheBiggmann]

It was the top of the line 15" model the generation before the unibodies.

 

[Gooberlx2]

It was the top of the line 15" model the generation before the unibodies.

IIRC the first unibody MBPs were released at the end of 2008. Are you sure you're within the 3 years for AppleCare?

 

[ubercaffeinated]

IIRC the first unibody MBPs were released at the end of 2008. Are you sure you're within the 3 years for AppleCare?

that model right before the unibodies was the penryn mbp that came out feb 2008 - i know cuz i got the same model shipped release date. assuming he got it during the summer of 2008, right before the unibodies were released, and got the apple care extension, he'd be at tail end of his applecare expiring in the next month or two.

i'd escalate the service request to someone higher up along the chain, or do it in person at an apple store, and have that paper work with you.

 

[TheBiggmann]

Yeah I bought it right after the unibodies were realeased because the prices on the old ones plummeted, so I still have like 3 months left on my AppleCare or something. Define "someone higher up"

 

[rugby]

Yeah I bought it right after the unibodies were realeased because the prices on the old ones plummeted, so I still have like 3 months left on my AppleCare or something. Define "someone higher up"

Ask to speak with Customer Relations.

 

[ubercaffeinated]

Yeah I bought it right after the unibodies were realeased because the prices on the old ones plummeted, so I still have like 3 months left on my AppleCare or something. Define "someone higher up"

if you go in store, you can speak to the store manager. i've never personally had to go that far, but i've once expressed my displeasure via one of those automated feedback forms sent to me regarding a genius appointment, and the store-in-question's manager called me in person the next day to apologize for the "genius" being a dick to me.

 

[Adramalech]

Yeah, I think it would be time to escalate it. Also, shipping it out might have been faster, but there is also a possibility of repairing it in store. Depends on if they have the parts in stock. Logic boards are rather easy to replace on these units and if the screen is damaged, that might also be a quick replacement (screen comes as a clamshell all in one). I really hope that you get this sorted out.

 

[rugby]

If it's a multi-part repair the store will probably send it out anyways.

 

[TheBiggmann]

So I called the number for customer relations this morning (I think) and they guy heard my shpeel and told me it's been through everything that he could do but I could talk to his supervisor, who told me that when it comes into the apple repair center they have to go all or nothing with repairs, so since there was a case of accidental damage on it they can't do the repairs. However, he said I can bring it to an apple service center and have them do a part specific repair, so they're sending it back to me to do that. This is a huge pain in the ass and I'm very disappointed in apple's customer service right now. I'm a student who needs my computer and this is setting me back like two weeks without one.

 

[Kmax82]

I'm a student who needs my computer and this is setting me back like two weeks without one.

In my opinion, this is the downside with electronics, in general. If I have any computer issues, it's usually a week+ timeframe to get it fixed. So, whether it's your TV, computer, camera, etc... you typically don't have quick turnaround. If you rely on your computer for anything important, it's almost necessary to have a backup system that you can use for situations like this. I think this is where in-home services would come in handy, but even that can take forever to get setup.

...when it comes into the apple repair center they have to go all or nothing with repairs, so since there was a case of accidental damage on it they can't do the repairs. However, he said I can bring it to an apple service center and have them do a part specific repair, so they're sending it back to me to do that. This is a huge pain in the ass and I'm very disappointed in apple's customer service right now.

I don't understand this logic. I would think if a service center can do the repair, so can Apple themselves. This is also why outside warranties might be a good thing to have for any accidental damage that could occur. I like Applecare, but depending on the tech, they're very nitpicky about dings and what not.

 

[rugby]

TheBiggmann, where you located at? We do mail-order repairs and if you can ship us your machine we can take a look at it.

 

[alent1234]

About a week ago while using my MPB, it just randomly powered down ad wouldn't start back up. I took it into the Apple Store and they looked at it, thought it was probably the logic board or the left I/O, and told me I would be covered under AppleCare. They sent it out and I just received a call saying they looked at it and due to pressure marks on my screen (which have been there for a year+, and I don't know how they got there) and some other thing with the case I believe, they won't be covering anything under AppleCare and I can either have it sent back or pay $1500 to have it repaired. Is there anything I can do here, because this seems like crap. The Genius guy told me everything was fine and I would be covered, and actually told me I didt necessary have to send it out, but it would be faster, and then when I do they are telling me it's not covered. I was thinking of calling customer relations because ive heard good stories about that, but I don't even know what to say. Help me out here.

you never picked it up by the screen like my wife likes to do?

 

[Ns1]

TheBiggmann, where you located at? We do mail-order repairs and if you can ship us your machine we can take a look at it.

he obviously does not want to pay for repairs. please stop hustlin.

 

[Kmax82]

you never picked it up by the screen like my wife likes to do?

This shocked me when I was at work one day and heard a lady's story of how she's burned through 4 laptops by doing this. You'd think that common sense would dictate that after it happens twice (giving her the benefit of the doubt), that you'd stop doing the action that's causing the issue.

People's lack of simple thinking really is an amazingly stupid thing.

 

[rugby]

he obviously does not want to pay for repairs. please stop hustlin.

Yeah, no kidding. I've never been ignored this much trying to help somebody to get something covered under AppleCare that wouldn't cost them anything more than shipping to our location.

Whatever, I'm done.

 

[smackababy]

Yeah, no kidding. I've never been ignored this much trying to help somebody to get something covered under AppleCare that wouldn't cost them anything more than shipping to our location.

Whatever, I'm done.

You never stated anything of the such besides "hey send it to me I can repair it"... What do you expect?

 

[Ns1]

You never stated anything of the such besides "hey send it to me I can repair it"... What do you expect?

this.

 

[rugby]

You never stated anything of the such besides "hey send it to me I can repair it"... What do you expect?

Maybe a question back as to what the charges would be. Who knows, I was just trying to help a guy out.

 

[Ns1]

Did you read post #5?

We can fix it via mail order, we are an AASP and can do warranty and out of warranty work.

does not infer free. only infers self promotion.

 

[rugby]

does not infer free. only infers self promotion.

Sorry, I edited my post that you quoted after you posted.

We are an AASP, and don't look for the faults that Apple looks for when fixing items. If you bring us a laptop with a shattered screen we can't do much for you but replace the screen using Apple parts. If you bring us a dented machine, we don't automatically assume the dents caused the issue like Apple tends to do.

I'm not guaranteeing "free" however at this point the OP can ship us the machine and we can take a look at it to determine what can and cannot be repaired and what the price will be.