Complain about a product or service

Apple Powerbook

Robert of Los Angeles, CA August 23, 2009

Whenever I try to use an application on my Macbook I have problems. Today I tried to download picture from my camera. I couldn't figure out how to do it. After waiting for tech support, who finally came online, he couldn't figure it out either. Then he told me to go any further, he would have to charge me. I have had consistent problems with Apple, find that they charge more, but deliver less, and don't recommend them. My digital camera is basically useless without a computer to download it to.

Holly of Lake Wales, FL August 22, 2009

My computer began running slower and slower, one day it wouldn't come on at all. After doing all self diagnostics and suggestions I resorted to taking it back to the store of purchase. I was informed that the "reader" to the hard drive went bad. And, they would gladly fix it for me at no cost because it was less than a year old and I had the extended warranty. How ever ... none of my data could be saved. If I wanted my data retrieved they could send it out and the anticipated bill would be between 300. - and upwards. I instructed them to not touch it and am currently using it as a desk dust collector. How is it possible that the "Genius" would be so sure of the diagnosis, are those folks in the store really that qualified or is it more of a parts changing operation?

JIM of CRYSTAL FALLS, MI August 14, 2009

Bought G5 in 2004. Only problem was when CDW techs installed extra HD, they bent a pin. Apple repaired it right away. Four years later, monitor needed to be replaced. Bought a refurbished one; screen was dark, they repaired monitor, it too was dark. Finally they replaced it with a new monitor - they paid postage both ways; only took about 2 months (mainly shipping time). Extremely satisfied with Apple's service and their G5 dual 2.0. Oh, and Apple is always upgrading their software for security and Safari for free. I use it for video editing, the hardest work one can use a computer for - it works GREAT !

Chanchal of valley stream, NY August 6, 2009

I recently bought Apple Mac book pro 15" about few months ago around the price range 2500-2800. After using it for a couple of months i noticed my macbook hinge was getting loose. I didnt take any further action towards the problem. After a while the hinge problem started to progress. Being student/ working full time i didn't have much time on my hand to take it to the store and report a problem. Few days after i noticed the glue around the hinge was coming out i was very disappointed, paying 2600 for a laptop which is basically made of glue.

After few days of usage my hinge completely snapped off which was very ironic, i didn't really expect that to happen... a computer which is made of "aluminum" just snaps off! After that i had to report it to Apple because my screen wouldn't hold the position i wanted it to be.

Few days after i went to the apple store where i bought it from, after showing to one of the Apple employee's they immediately told me this wasn't going to be covered by the warranty and it would cost me 1200 to fix the problem. I immediately went home and surfed around the web if this was a known issue which can be fixed by buying and fixing it yourself. At this point none of the apple care/rapair websites werent offering this part.

I called apple customer care told them what the situation was, all they told me was go to the apple store and show it to them.. which i already did.. i told him this was not my fault i never dropped or forced it to break. The apple customer care wrote a whole report what the situation was and made an appointment to see one of the Genius bar at the store.

After a week of waiting for the appointment i go to the store.. of course they had no report in front of them and i get the same answer as before. At this point i had enough i talked to the manager of the store she gives me the same answer.

This isnt just my issue, i have noticed their is a website towards this problem. there is plenty of people who are having this issue and i would like to address this to you folks if anything can be done. Paying 2600 for a computer and having this defect is a shame how a big corporate like this cant take care of their customers. Thank you

Leigh of Airmyn, United Kingdom August 4, 2009

The hard drive on my new 17" MacBook Pro failed withing two months from new. Design work was lost. In order to have a chance of recovering any work I had pay for a new hard drive and labour to be able to take posession of the failed hard drive. This was do in order to find a less expensive data recovery service than that recommended by Apple/MacForum, a service that was quoted by the provider at a cost equivalent to buying new laptop.

This event has cost me time to recreate as much of the work lost as possible, costs of buying a replacement hard drive plus labour and recovery analysis of the old harddrive. All this in addition to the attitude by Apple that this is a frequent occurance and my interlectual property created and stored on the computer is my resonsibility regardless of the two near month failure period. These are cost no one should have to concider after directly after purchasing a new laptop.

Peter of York, PA July 21, 2009

After using my MacBook Pro a few weeks I noticed it ran slower than my G-5. This was especially true when accessing email. After several hours on phone Technical support did not accomplish anything, I went to the genuis at the apple store. Keep in mind that the apple store is 45 minutes away..one way. So a trip to the apple store is a half days time. I must admit it did seem to work better at the apple store, but when I got home it still worked slower than my G-5.

It also could not access email regularly. It kept asking me to check my settings. The whole time my G-5 did not have a problem accessing email Then apple started asking me to check out my airport. Spent several hours with the Tech support guys doing "stuff" to the airport. Then eventually took the airport into Apple. They put in new software and told me it would solve the problem. When I got home it still would not work properly. The Apple tech support then told me to reinstall the system. This is a big job and required several hours of time. The result was that it was worse. So they finally accepted it for repair.

They switched out the logic borad. When I got the computer back all the files were jumbled. So I called tech support again and they told me to do a clean install. Lucky I backed up what little work I did on the computer. Then the computer had difficulty accepting the new system. I actually had the tech assistant help me use the install disk just so I could put in my password. The new system would not work. Then when I did the crossover it was working funny and the first document I opened was corrupted. Yesterday I took it back to the apple store...and I am waiting, but feel uncomfortable. I have lost all faith in my computer and the willingness of apple to stand by their product. Basically I want a new computer. Frankly, I am in the furniture business and would never expect to get away with asking the customer to spend 30 hours trying to fix a brand new chair.

Howard of Parker, CO June 19, 2009

Seems Apple computers are as sensitive as cell phones when it comes to moisture. What is worse is that they will not do out of warranty repairs, they tell you to go buy a new computer or they will replace the damaged item for what is darn close to a retail price. I find the combination of sensitivity to moisture with lack of interest in helping a customer to be problematic.

The old Apple customer service commitment has gone crassly commercial. In my case the damage is to the Optical Drive, a 50 item plus labor and I am being asked to buy a new computer since they will not do out of warranty repairs. I've never experienced this sort of computer sensitivity to moisture or lack of interest in helping a customer from any other notebook manufacturer. I have to believe it is an irritating bit of planned obsolescence. I will be trading in my I-Phone for a Blackberry. Similar for any other Apple product.

Cost of replacement by Apple is 755 plus tax. The retail cost of a new unit is 999. Problem should cost about 100 to resolve according to an Apple tech. I have been told the coating of sensitive electronics to harden the computer to small amounts of moisture is about 20.

Al of Barrington, IL May 21, 2009

I have been a windows user for over 20 years. I bought a Mac Book to avoid Windows Vista. In the first 6 months I had to have file corruption issue fixed on average every 2 weeks. After spending more money on disk software I believe it is finally under control. I will not find out for sure until it fails again or not.

I have also discover that the Mac OS X Leopard is not as robust as Window XP or Vista. It has a number of limited capabilities including a very minimal backup. Apple's native business applications are very primitive. They do not have anything close to a windowed environment thus multitasking is very difficult. I discovered that Consumer Report rate Apple PCs as trouble prone as Windows PCs. Based on my experience I would rate them as much worse.

I just bought a new HP laptop and I will give the Mac to my granddaughter. It is good enough for a casual user but not a serious business user. I have absolutely NOP confidence in the Mac so I cannot take it on the road and risk the embarrassment of not being able to use my PC.

Melissa of Ashland, OH April 24, 2009

About a year after I bought my Apple Powerbook G4, I called Apple to tell them my computer constantly ran hot, the battery would not charge, the keys were all wearing off the letters/numbers/symbols, the keys were falling off and my screen had some weird lines in it. They said to bring it in, so I did. They told me at that time, they screen was cracked and that it obviously was dropped! It was not dropped. There did end up being a crack in the screen that later was visible when the whole screen finally quite working. They refused to accept the fact that one of the keys that fell off or the bad battery causing the laptop to overheat constantly had to be what cracked the screen.

All I can figure it that the keys coming off got wedged when closing it or the heat cracked it. It has NEVER been dropped and actually I have babied this thing like its a raw egg due to its high costs and the 1500 worth of multi media software I also purchased. They would not even replace the keys or any of the other issues unless "I" paid 1400 to replace the screen! So, after years of saving and wanting an Apple. Thousands of dollars of classes and finally the laptop and software I dreamed of, I was told I had dropped it and they refused to do anything.

Mauricio of Bogotá, OTHER April 7, 2009

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