August 23, 2002

Apple tech support loathing

I am currently seething at Apple tech support.

When I sent in my computer last Tuesday, it had three things wrong with it: one, it had a tendency to come awake even when the lid was closed. This has been going on the longest---a couple times back in April, then more recently (and consistently) since mid-July. It caused the computer to get real hot, which may have caused the other problems. Two, it started simply freezing up solid. The keyboard and trackpad did nothing, all I could do was turn it off. Three, the screen would sometimes fail to come on when booting or waking up from sleep. I think this was accompanied by keyboard-and-trackpad lockup, but I'm not sure. So anyway, I sent it in.

Today, I get a call from the local computer store where I dropped it off. Apparently, Apple's entire response to this is: "It looks like you installed your own memory. Also, we think you probably dropped it. So we're not going to do any warranty work on it." See, there's these two plastic pins that hold in the memory; Apple claims that they are "broken" (they look more worn down than broken), and that they would therefore need to do a $420 repair on the thing in order to fix my problem. Now, those pins were like that since October, so I'm thinking that they weren't the cause of these problems that didn't start for another six to nine months. Furthermore, I have a hard time believing that plastic pins cost $420 to replace, so I don't know what the hell they think costs that much. And finally, do you really think that "the machine sometimes comes awake while the lid is closed" has anything to do with this??

The thing that really really pisses me off, though, is that the tech in the Brown computer store said that this was SOP for Apple---another Powerbook, that had a big line running down the LCD screen, had just come back from them. Like mine, it showed no evidence whatsoever of being dropped, but Apple claimed that they thought it was, and were refusing to cover it under warranty.

Is it really so easy to get out of honouring your warranty? "We think you probably dropped it"?? I am going to call Apple about this (later today, after my proposal---great timing, sheesh), but in the meantime: does anyone know any good tech-savvy lawyers?

"English has more phonemes than the alphabet has available symbols; the usual expedient of the orthography for solving this problem is to use digraphs. Both the problem and the solution are inherited from Latin, which had hardly finished tossing out the Greek letters it didn't think it needed when it started to borrow Greek words that needed them." --Mark Rosenfelder Posted by blahedo at 12:11pm on 23 Aug 2002

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