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CompUSA lost my 12" powerbook... need advice.
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aallmighty
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PostPosted: Thu Jun 10, 2004 6:05 pm    Post subject: CompUSA lost my 12" powerbook... need advice. Reply with quote

So, CompUSA had my 12" powerbook for repair (screen wouldn't light up and it was under warranty). It has been four weeks and they kept telling me it was still out for repair (they sent it to an apple place) and/or it was waiting on a part to come in. Now they call me today and say UPS lost it, so they are going to replace it for me with a 15" powerbook with the same processor speed (867 mhz) and a superdrive. This is most likely a refurbished laptop so it won't be new. I really liked having the small 12", but it would be nice to get 3d accelleration (w/ the ATI card as opposed to nvidia) as well as have the pcmcia slot for a wireless card (does that make it possible to use 802.11g?). Should I push for a new 12"? I'm trying to weigh the options. Also does anybody know what they are obligated to do? It is clearly their responsibility, but how far does that go? TIA.
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Kope
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PostPosted: Thu Jun 10, 2004 6:17 pm    Post subject: Reply with quote

I would push for a new computer on the grounds that you have no idea how a refurbished unit has been treated whereas you know a new unit hasn' t been abused.

As for the size -- that's up to you. If you're happy with the 12" then stay with it. If you want the screen real-estate ask if they'll give you the value of the 12" and you'll pay the difference to upgrade to the 15".

As to what they are obligaed to do -- this varies from state to state and your best course of action is to check with the consumer affairs office of your state attorney general or a compitent private attorney.
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genfoo
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PostPosted: Thu Jun 10, 2004 9:50 pm    Post subject: Reply with quote

I would take it up with Apple directly as they are ultimately responsible for all their authorized service centers and the repairs they do. As for them substituting the machine, you have the right to refuse a substitution and ask for the same or better hardware (which includes the age of the machine, etc).

I would take this up with apple directly as opposed to fighting with CompUSA (they are really clueless for most things, especially service as most times they just ship it off somewhere else for repair anyway). Apple will then take it up with them and you'd be surprised how fast they will want to get things resolved when apple service is breathing down _their_ necks . . .
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aallmighty
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PostPosted: Thu Jun 10, 2004 11:54 pm    Post subject: Reply with quote

well, the thing is if ups lost it when compusa sent it out, I don't really see how apple would be responsible. Basically I am just trying to decide if I should try to get a new 12" or go with the refurbished 15". The 15" seems to solve some linux compatibility issues which would be really nice. I am thinking maybe I will ask them to throw in a wireless card and extend the warranty. The warranty more importantly because I don't know if I can trust the laptop.
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ShM00k
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PostPosted: Fri Jun 11, 2004 4:59 am    Post subject: From a former compusa tech... Reply with quote

Comp is obligated to replace the laptop with another of equal value, basically whats happening is that they are getting the insured value from UPS and applying that towards the 15" refurbished. It really isn't the fault of either apple or comp since UPS lost it (most likely it got taken by a thrower somewhere along the way) The refurbished laptops are actually of a pretty good quality, at least the ones we did. We put them through a rigorous test of benchmarks/diags and basically just jacked around with them trying to make something fail, if it did we got parts etc. So I don't reallly imagine you will have many issues with the laptop. Now the downside, last time I checked refurbs are sold as-is no warranty. You may be able to work them into seeing if its possible to transfer the warranty from your 12" to the new. Otherwise you could possibly get them to toss in at least a year of their TAP coverage (technology assurance program) the benefit to that is the TAP covers more than apples warranty (yeah I know we were shocked to find that out as well) the big thing being, at least last i checked, that TAP covered batteries. As far as whether or not to go 12" i'm not much of a help aside from saying that i'm using a 12" powerbook and love running gentoo on it. My biggest complaint is that the 12" only supports airport extreme cards, and so far it looks like hell will have to freeze over before someone is going to build support in for them. But if you decide you'd rather have the 12" take the refurb 15" they give you and walk over to customer service, they should be able to return it and give you store credit, or you may be able to talk to the tech manager and get a gift card for the value of the laptop. The biggest thing to remember is to make damn sure you get your way. Play up the fact that although they are replacing the laptop they can't replace the data etc (if you can) Granted every store is different but the one I worked at the managers were pushovers, but 1 word of advice, yelling and getting uber pissed doesn't work. Again speaking from my own experience, they will have no problem with pointing out the black and white limitations of liability that you signed, giving you the refurb and telling you to get the fuck out. I've seen it all too many times. I hope some of this helps, just wanted to give somewhat of an "insider" perspective. Also, in case you were wondering, your laptop got shipped direct to apples repair depot. Apple will not allow even apple certified techs to work on the ibooks/powerbooks under warranty.
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aallmighty
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PostPosted: Fri Jun 11, 2004 4:12 pm    Post subject: Reply with quote

hey thanks that was very helpful. The warranty I had on the laptop was already a compusa warranty (i guess the TAP thing) and it has about another 10 months left on it. I am thinking about asking them to extend it a year or so. I don't know if that will work, but they have had it for the last 4 weeks, and had it for a period of 3 weeks a month prior to that (for repair when they didnt lose it). So I think I have a leg to stand on. And dont worry I will go in and act reasonably, not just yell and be a jerk to get my way. Thanks guys.
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aallmighty
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PostPosted: Mon Jun 14, 2004 5:51 pm    Post subject: Reply with quote

so I go to check out the replacement laptop today and it was a TiBook. I had an AlBook and i don't think that replacing the computer with an older series model is acceptable, so I tell them that. Their apple repair guy starts telling me how it's not older, it's newer. Then he goes looks up the serial number on the applecare website so it gives him the information on both my laptop (the one that was lost) and the one they want to replace it with. On the top it says 867mhz/1ghz . So he starts telling me this is a ghz laptop when mine was only 867mhz. I tell him it says right here in the system info (whatever that is called in osx) that it's 867mhz. He's like "no it's an 867 slash 1ghz" and then proceeds to tell me that it is an intel chip while the one in mine was a motorola so it is better. So I ask "You are telling me this is an x86 machine?" and he says yes. This is a guy that works all day every day only on macs and he thinks they run x86 processors? Apple needs to be more careful of who they certify as apple technicians, and who they allow to be apple service centers. I would like to contact apple, but I don't know what way I can where it will actually make a difference. I am really fed up with this situation, and have been without my laptop for over a month, not to mention I am losing all of my data and all of my time spent installing/configuring gentoo.

P.S. The original topic of this post was about whether the 12" or 15" pb would be better for gentoo, which is why I put it in the PPC forum. However, now it is more about how to deal with the situation so if the admins want to move it to a more suitable area, please do so. Thanks
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ShM00k
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PostPosted: Tue Jun 15, 2004 6:23 am    Post subject: heh apple techs... Reply with quote

Little known info, apple actually did go through and recertified the apple techs, at least the ones that worked at comp, and the guy that worked in my store was the only one to pass in the state. Ridiculous. You should have no problem getting them to at least transfer the old warranty and possibly upgrade it. I dunno what that tech that you're dealing with is smoking but i'd say your best bet is to print out the hard info from apples website about which one is older etc and take it up with the managers. Its not the techs call anywyays and more than likely he'd be stoked to not have to deal with the situation any longer as he doesn't have the power to authorize any of it. Also, at least at the store I worked at, the apple techs didn't technically work for comp, they worked for a 3rd party company that handled the apple repair so it really won't be any concern to him wether or not they give you a different laptop. But my recommendation is that you get store credit and apply it towards something else.
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dcstimm
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PostPosted: Tue Jun 15, 2004 9:02 am    Post subject: Reply with quote

I work for Compusa, and I would say they should replace the laptop with the same exact model. Compusa doesnt have any way to repair Apple laptops in their shop so they always mail them back to Apple. So Its kinda Apples fault. I would talk to the GM of the store and the District manager (which the GM should be afraid of). And since the GM of the store is the one making the call on what to give you, he will be afraid if you bring up the DM.
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dcstimm
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PostPosted: Tue Jun 15, 2004 9:13 am    Post subject: Reply with quote

Warranty service is pretty big at compusa, they need to have at least 6% TAP (Technology Service Plan) every day or they get in trouble from the corperate offices. They have alot of margin in the Compusa warranty plan and not so much margin in the AppleCare Plan. To them the Applecare would be the bigger hit. But keep in mind the AC doesnt cover screen and might not be eligible for that refurbished machine since its probably been owned before and is over 1 year old. Be carefull about the compusa warranty though there is basicly two kinds for a laptop, With Screen and with out screen protection. The one with screen protection is probably the best warranty I have seen in a long time, you can bring it to compusa anytime you want and get it repaired and your allowed 1 screen per year if it breaks down. (1 - 18 pixels doesnt qualify) But a crack or bruise in the screen is covered.

Keep in mind though Apple will typically replace anything anyways if you have the Applecare plan.

With compusa a normal apple repair will take about 4 weeks to get serviced (Horribly slow)

With Applecare you can take it to an Applestore, and they are much faster, less than a week when my screen died on my ibook. And also they replaced my motherboard, screen, keyboard, casing and battery!

Just make sure you get the warranty that has the screen or the Applecare.

If it says Bronze, Silver, Gold, or Platnium, stay away, those are crap warranties for a laptop.

Also if you get the screen warranty it should come with a bubble package that allows 1 free Battery replacement, Make sure you ask for this if you get the free warranty on the Apple laptop.

Oh and btw, we have 867 15" pbs at our store refurbished with warranty for less than $600 dollars.
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