This is topic AppleCare? More like AppleScrewCustomers... in forum Rants, Raves, Rumors! at The Geek Culture Forums.


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Posted by dp004i (Member # 1177) on October 13, 2004, 12:21:
 
My powerbook had a slight LCD defect (a spot in the lower right corner that appeared to be somewhat brighter than the rest of the image), so I sent it in for repair. Today it came back, and lo and behold - the spot is still there, only this time it's darker, not lighter; the backlight is much dimmer (yes, i did turn screen brightness all the way up) and in addition to that I get three dead pixels. WTF? I sent them a machine with a nearly perfect LCD - no dead pixels, at least, and got one back with a display that's dimmer and has more dead pixels than my cheap HP? I called them up and got the usual "three dead pixels is well within the specs" BS. So much for their great customer service...
 
Posted by Tut-an-Geek (Member # 1234) on October 13, 2004, 12:41:
 
[Frown]
It could be worse...
 
Posted by macmcseboy (Member # 1232) on October 13, 2004, 14:04:
 
dp004i...

As an AppleCare tecnician in Canada, I can say that the three dead pixels are of couse well within tolereances... unless the are closely grouped . No LCD is perfect, as the pixels are of three RGB components, thus you may not notice all aberations that exist on any given panel. But the display the sent you is clearly defective (dark spot).

Here in Canada I do all the repairs instore and thus have more quality control, as you are in the US you have to get a Mail in dispatch and are at the mercy of some low paid wannabe technician ( I have seen a US depot repaired unit.. had to do some work on a tourist machine).

What you need to do is call Customer relations. and give them your serial number and repair number and explain that the situation is worse then what you sent in. DO NOT BACK DOWN if they try to say that the dark area in the display is normal... it is not. What you are looking for is a Fix or if they offer, a replacement unit.
 
Posted by dp004i (Member # 1177) on October 13, 2004, 18:24:
 
After taking a closer look, it appears that those monkeys installed a display from the first-gen 12" albook, complete with dead pixels, bright spots and what looks like a piece of white thread stuck inside the LCD (almost invisible when I look at the screen at a normal angle, but highly visible when I look at it from the top). Could it be that they install junk parts that will fail soon on laptops without applecare, so they can really stick it to the customer as soon as the warranty runs out? I suppose l can give customer relations a call tomorrow and demand in-store replacement - I don't have time to ship it to the repair facility ten times in a row. If they refuse and start feeding me that within specs bs again, guess I'll have no choice but to do a chargeback and return this junk to apple store in well-used condition (/me loves his amex platinum).

PS: I ran dead pixel detector software on every ibook and powerbook that was on display at the apple store. Not a single dead pixel, and there were at least eight machines there, probably more. Interesting, eh?
 
Posted by Tut-an-Geek (Member # 1234) on October 14, 2004, 12:07:
 
dp: all replacements are guaranteed for 90 days
apple replaced one lcd for me (the one in the above picture) and the new screen is OK, but it seems to be darker. i could do a side-by-side with my sister's (same model, but original lcd), but she's out of state for a bit
 
Posted by macmcseboy (Member # 1232) on October 14, 2004, 16:56:
 
quote:
Originally posted by Tut-an-Geek:
dp: all replacements are guaranteed for 90 days
apple replaced one lcd for me (the one in the above picture) and the new screen is OK, but it seems to be darker. i could do a side-by-side with my sister's (same model, but original lcd), but she's out of state for a bit

All apple parts are guaranteed for 90 days Parts and labor from date of purchase or replacement. This is of course different if you have AppleCare in which case it's 90 days or the remainder of the AppleCare agreement, whichever is LONGER.
 
Posted by macmcseboy (Member # 1232) on October 14, 2004, 17:00:
 
quote:
Originally posted by dp004i:

PS: I ran dead pixel detector software on every ibook and powerbook that was on display at the apple store. Not a single dead pixel, and there were at least eight machines there, probably more. Interesting, eh?

Pixel software is not going to find them all , eaxh pixel has an R, G, and B subpixel to make up the overall color you see on the lcd... Not all pixels are firing on anyh given color.
 
Posted by GMx (Member # 1523) on October 14, 2004, 19:30:
 
Was it sent to the Memphis repair depot?
 
Posted by smallerdemon (Member # 635) on October 20, 2004, 22:35:
 
What, exaclty, I have to ask, is going on with Apple's QA? I'm still 16 days without my G5, btw, and I've heard, total, six different stories of what is wrong with it. I feel for you. And I feel for the techs having to put up with the inept QA.
 


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