My AppleCare experience
When I signed up to write at Appletell nearly two months ago, I had planned to write frequently, but soon after I began writing, things took a turn for the worst. The problem was that my 15” powerbook G4 kept randomly shutting down about every 9 or 10 hours. Because I had purchased the AppleCare extended warranty, I was eligible to receive repairs free of charge. I called up AppleCare (1-800-APL-CARE) and explained the situation to a representative.
They decided to send me a box which I would send the computer back to them in to get it repaired. After a couple of days, I got the box in the mail, and after about 2 weeks I got the computer back from the repair center. I eagerly fired it up, and everything seemed fine, but I would soon find that instead of every 9 or 10 hours, it was now shutting down every 2-3 hours. I called up AppleCare again and I was shortly transferred to a senior repair representative. He was very nice, and said that he would be happy to set me up for a second, expedited repair. This time, after only 1 week, I got my computer back, but only to find out that my computer was now shutting down every 40 minutes. I called my representative at his direct number and spoke to him about the situation.
I pushed for a replacement, because I was getting tired of being computer-less, but he insisted that we go forward with another repair because their policy is that they (Apple) “cannot and will not replace a computer unless it has gone through at least 3 repairs inside 1 year regarding the same issue”. I then asked him that if they were to replace it, what would it be replaced with, because the computer was nearly 3 years old. He replied that if they were to replace it, they would replace it with the newly released Penryn MacBook Pro. I was very happy to go forward with the third repair, in hopes that it would not be fixed.
After I sent it in, I went on the internet to check it’s status, and the status update said to call because the repair center needed more information. I called AppleCare, and they said that it had been upgraded to the highest-level technician, and that they were unable to repair it. They then offered to replace it with a 2.4 Ghz, 200gb Penryn Macbook Pro, and I was more than happy to accept. They were even kind enough to give me a glossy screen, but not without a little bit of.. encouragement. Overall, I was very satisfied with the way AppleCare handled things, but I wish they would change their 3 repair until replacement policy.
Out of your experiences, do you think AppleCare is worth the money?
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AppleCare would definetely be worth the money if I had a notebook Mac. But, I’m on an iMac and have indeed purchased AppleCare (on the last day I could, actually).
All I’ve gotten out of my AppleCare is peace of mind, and a new Mighty Mouse. But you never know, my Mac might need a repair sometime in the next year.
Peace of mind FTW.
on March 25, 2008 at 03:02 PM - LINKI had more or less the same situation with the dual core 2” IMac. After the 3 turn in in 3 months, not only did they set me up with a new replacement, they allowed me to pay the difference between my 20” model and the 24” model! Needless to say i was very happy about being ale to upgrade.
on March 25, 2008 at 06:20 PM - LINKMy AppleCare hasn’t quite paid for itself yet, but its gotten me a new battery for my MacBook (worth about $150) and then a brand new keyboard, inside bezel, touch pad, etc. Mine cracked and they replaced it without an issue.
Its nice to have some peace of mind as Chris said. But I hope I don’t have any other issues with it, I like it to work, but the fact that if it did break somehow, they would fix it or give me a whole new unit makes me feel better about my purchase.
on March 25, 2008 at 11:17 PM - LINKBest purchase I ever made. On my powerbook g4 15’’ - four motherboards (two bad RAM slots, one bad video card, one bad PMU), two battery replacements, one screen replacement, two keyboard replacements, one trackpad replacement. I can’t believe they didn’t just give me a new computer. At least it works now…
on March 31, 2008 at 11:35 AM - LINKmy MBP is probably on the same route as you and i do hope it does end up getting replaced.
the first thing my MBP did on the initial setup was shut down and ever since it has become a common occurence.
on April 22, 2008 at 01:10 AM - LINKI bought a 12” PowerBook in August of 2005. Having worked in computer sales for a while, I of course took the Apple Care because I am very aware of the benefits of extended warranties.
In the first year after my purchase, I had to have the hard drive replaced twice. I was always counting on it failing again so I could receive a replacement (and newer) unit.
The second year, I had very few problems with the laptop and it did not require any repairs.
The third year, bad things started happening. I moved to France and for some reason, the unit began emitting static or electric shocks. Of course this extra use of energy drained the battery very quickly. Over the period of one year, I had brought the PowerBook in for repairs about 6 times. They were never able to really fix the problem saying that I was a common issue with this model. Eventually, the case having been opened so many times, it began to warp along the sides where they pry it opened. When I brought it in for repairs the fifth time, they told me it had physical damage and that they would not fix it under warranty. I called Apple US and and insisted that this was damage caused by Apple Care technicians and they issued a special code that would allow them to fix it without charge. This time, after having replaced the logic board, hard drive and CD-ROM, they replace the casing. The unit was like new but still giving out electrostatic shocks and draining the battery. This time, less than a month before the end of my Apple Care Plan, I called Apple and demanded a replacement. At first, the Product Specialist was hesitant because I was in Europe but after some convincing, he agreed to replace the laptop if I could ship it back to the US. I have yet to send it but I will be getting a new MacBook Pro, 3 years after having purchased the PowerBook.
What more can I say, that it a GREAT deal.
If I have any advice to give to anyone in this situation is to be patient. I waited almost 2 years to have the unit replaced and it was well worth it. When calling Apple, make sure you are speaking with and Apple Product Specialist as they are the only ones able to make this decision. Always talk about replacement as being the only viable option for your satisfaction and insist on the time that your laptop has been “out of your hands” on repair (for me, it was a total of about 2 months over 3 years). It certainly helps if you have a persistent problem that can not be resolved.
Seb
on July 26, 2008 at 04:52 AM - LINK