Complain about a product or service

Apple Powerbook

Sharon of Farmington CT (07/21/08)
I purchased my first Macbook in February with 3 years of Applecare. I had an accident last Saturday and there was liquid damage to my laptop. I tried every avenue in the hopes I could get some kind of coverage for the > accident--Applecare, homeowners insurance and American Express. Then I bit the bullet and sent the machine in for repair on my dime. I called on Thursday to insure that if I replaced the computer the Applecare contract would be transferable. I was told no problem. Friday I received a call from Applecare that the computer was not repairable--with the caveat that Maybe someone local could fix it.

I was outraged--no, I said, if you won't stand behind it, I > don't want to spend any money for what might not work out. I'll buy a new machine, which I did, confident that the Applecare contract would be transferable. My salesman didn't seem to think there would be a problem either. I called today and was told after 40 minutes on and off hold---no dice. They won't transfer my Applecare and I need to call back on Monday and talk to someone else to cancel the contract and buy a new contract--not sure why I would do this. I am happy with the product but the customer service is beyond horrible! I couldn't even find a way to email anyone about my problem. TALK ABOUT ADDING INSULT TO INJURY!

The customer service is a joke--beyond horrible. The product is so good they seem to think they don't have to provide any service--you are at their mercy....you want an Apple product--you have to take whatever bad service they chose to give out--this is accomplished by layers of bureaucracy--they keep telling you to call back the 800 number and they personally can't help you.

Joel of Keller TX (06/16/08)
I sent my Macbook computer to be repaired for the 5th time. 1st time because the screen went blank, it was said that I needed to replace my battery which was not even a year old. When purchased it did not make a difference so I took it back. 2nd Time: it was taken in at the Dallas Location, there was an error with the software so they could not even back up my information because even their own gadgets would not allow it. So I lost all of my work. 3rd time: upon getting my book back, it was installed with Tiger which I had Leopard. Upon updating the computer it began to freeze. I tried many times to get it working and it would not stop freezing. 4th time: took it in to be reinstalled and looked at. Apple could not see any problems and I went back home. The computer would not stop freezing again.

Then on June 4, 2008, it stopped turning on. 5th time: the initial diagnosis was that the mother board went out and would need replacing. Today is June 16, 2008 and have not update on my computer. I called the apple store and they do not have any indication of the computer being shipped back. Nowhere in their system to know what the status of my repair is. I go online and no updates. I call the automated service and the number for the repair cannot locate my computer, it gives me a second number and that number is invalid as well. So as of right now I don't know where my computer is and someone at the store is trying to locate.

I started having problems with the computer in December and I bought in May of 2007. I have been a faithful mac user since high school and I don't know what is happening. I don't even know how to get in contact with upper management to either fix it or give me another computer. If anyone knows how to contact the big bosses, please help.

one year worth of work gone, personal files and now can't work because I have no computer.

Amrita of Cambridge MA (06/13/08)
I bought a Apple Macbook 2 months ago and did not really expect it to crash in its second month of use. But it did. When I called tech support instead of first telling me what could be possibly wrong, this is what I was told your warranty has expired. If you want support via phone you have two options, get a one time deal for $49 or a 3 yr something for 250$. When I stressed that I was still in the warranty period and I would just go to a store if he can't help me on phone the agent did the only helpful thing.. gave me an appointment with an agent.

When I reached the store the genius could not understand why my mac refused to start up. He said I would have to leave it for them to ship off and I should check back in a week or so. I work on deadlines and losing a week would mean immense financial and psychological damage. When I pointed that out to him he was most dismissive and said If your work is that important you should back it up. When I said I back up every week since APPLE macs with their fancy time machnines and what not promise to be so reliable. He insisted that technology is technology and I should back up EVERY HOUR! No sympathy, no help.

He went on to tell me that if I want to speed things up I should purchase the Pro care plan which is about 150$. WHen he saw I was totally shocked at their inefficiency, he told me that there is a poosibility that they could backup whatever data is left in my hard drive. IF I pay them %50.

I am just shocked at the support system APPLE offers. For every query I was just told (both on phone and at the store) how much extra I would have to pay. If you want us to fix it fast, join pro care for extra $. If you want us to try and save your existing data (which ANY tech support should do in any case) you have to pay us $50. We cannot assure you anything, we cannot tell you what the problem is, nor are we at all apologetic that a computer which you spent $1600 to purchase just two months ago crashed on you. I have used PCs for 5 years and I have never faced such complete lack of support.

Emma of Anchorage, AK (06/03/08)
I bought a faulty product of theirs (iMac G5-1st series before the dual processors came out). They replaced the logic board 3 times and the power supply once. The warranties ran out and I'm stuck with another bad logic board and/or hard drive without the origin of the problem fixed.

I was told after over an hour on the phone with them that I needed new memory. I went to the local Mac store and bought the suggested memory for that computer and it still didn't work. All Apple ever told me was that since the warranties expired they didn't have to do anything for me.

Khurram of Fairfax VA (05/26/08)
I am am owner of two Macbook laptops, one is 2 years old and the other is one year old. Just recently, Apple released some security updates. When these updates were applied to the laptops, their wi-fi cards started dropping connection to my wireless router.

I was able to rollback the update on both the laptops but only one of them started working as it was prior to the update (the 1 year old one). The other one no longer connects to my open wireless network. After all attempts at fixing this, I went to the Apple Genius Bar. They said its the first time they are hearing about this. Furthermore, he said its working on out wireless network so its a problem with your wireless router.

When questioned why it worked before the security update, he said he doesn't know, go figure. Then he just started repeating louder and louder till he got people's head turning in the store. I think he should have been polite and said sorry we can't help you because we don't know how to. He said if your other laptop is working go use that one ... is that something you tell a customer sitting in front of you with a laptop that is no longer working because of Apple provided security updates? Have customer support standard changed in the recent past ... Ive trained so many guys in tech support area and dealing with an unhappy customer was the first and foremost lesson ...

The guy said I can try apple support and see if they know something that he didn't. I was humiliated at my first and last attempt to receive technical assistance from apple. I complained to the store manager there and she was very apologetic but I want to convey my message beyond the store level. Is there any way?

David of Pittsboro NC (05/16/08)
Apple sold me a new iMac computer that was old stock and outdated. I have tried to contact Apple Corporate Offices in Cupertino to resolve the situation but we have not been able to reach an adequate resolution to my complaint. I ordered the computer on March 31st 2008 as a gift for my wife's 50th Birthday on April 19th, at the time of purchase I specifically asked if there was to be a new model or revision, and was told by the sales representative that they were not aware of a new model or revision coming out. However, just a few weeks later a new model in fact was released, different specs and upgraded from the model I had been sold!

Apple has a mere 14 day price protection (unlike most other retail stores who offer at least 30 days), and because I had ordered additional RAM Memory it was considered a custom configuation - even though the new updated model has that additional RAM Memory included! Although the sales representative may not have known that the model she sold me was old stock (because Apple deliberately do not inform their sales staff) Apple Executives would have known full well that a revision was imminent and thus intended old product to be sold rather than being honest and upfront with it's customers. It is evident that Apple deliberately keeps it's staff and customers poorly informed, which is a poor business pratice and not in the best interest of customers.

Apple subsequently offered a coupon for 15 percent off a future purchase valid March 30th to June 29th. I found this to be totally inadequate and quite insulting - since it has already half expired!

Misleading consumers and selling old stock is a bad business practice. Had I known about the upgrade with 2GB memory installed as a standard feature I would have saved myself several hundred dollars and received a new and up to date computer.

Lynsey of Flin Flon OTHER (05/05/08)
I own a Macintosh Ibook G4, great computer, awful power adapter. I am on my 5th chord, they are not built to last. I read on the AppleCare website that you can receive extended warranty on products, but have had to put out $100 every time it has tired of working. I called the support centre after my 4th one broke but didn't get anywhere.

I need my computer for work and recently ordered a generic power adapter hoping to save $70, but it was a lemon. I am frusterated at having to buy a new chord every 6 months and have spent roughly $500 on this product alone.

Art of Bend OR (04/22/08)
I bought this Mac SO Leopard 2 weeks ago, and had NOTHING but grief! FINALLY, after MANY gurus and mavens helped me, I've figured MOST of it out, but it wasn't easy. First off, I traded in that supersensitive keyboard for one with keys you have to PRESS. I can't BEGIN to list all the problems I had but it boils down to this: The software procedures are unnecessarily complicated and complex. To do ANYTHING, you have to press a zillion keys! Why couldn't they have programmed it so that if you wanted to print something on the screen, simply hit PRINT and let the internal circuits do all the work?

The same could be said of playing a CD. In other words, a good program would make it more user friendly to DUMMIES as am I! I seems to me that your nerds are so technical, they simply don't how to make things simple and easy. Even the book I bought, by Robin Williams is deeply flawed, and simplu does not address many issues. They should furnish a comprehensive and instructive video with each unit, or, at least , offer one for sale. I think you do it on purpose just to enrage people as I.

Glen of Saskatoon OTHER (03/28/08)
I purchased a new Apple iMac with the intel core duo (before the core duo 2). It was my third mac. I did not purchase the apple care extended warranty, because my previous two machines did not have one single issue. Just after the warranty expired, less than a month after, the machine would not turn on. I took it to a repair depot, and they reset a couple of things, and I was up and away again. However, after 15 and a half months from purchase, the same problem occurred, except this time the logics board was fried, and I was told I was better off buying a new one!

I called apple and explained the situation. I asked if there was something they could do, as it was only 3 and a half months after warranty. I was told being that I had not experienced any hardware issues in the past, there was nothing they were willing to do! I told them if I bought a new car, had no problems with it all during warranty, and if the engine was shot 3 and a half months after the warranty expired, I KNOW the car company would do something for me. Nevertheless, Apple was not willing to do anything for me! If it wasn't for all the software I have for macs, I would have switched to a Windows machine right then and there! I've replaced the dead machine with a new one, including the apple care. If I experience any troubles with this machine during the warranty period, I am going to bite the bullet, sell it, and purchase a Windows machine and software! That's your last chance Apple. Nothing worse than slapping a loyal customer in the face!

As a result, I needed to replace the machine in a period of time where I do not have the money to just go out and drop $2,000 for new equipment! I have had to borrow the money, and am in debt for this unnecessary purchase!

Hiram of Beaumont TX (03/23/08)
The complaint is not so much about the computer system itself as it is about the fact that many open source programs do not run properly, if at all. I own a Mac mini (Intel) that will not run Gimp at all. The X11 shipped with Apple has major glitches and they don't seem to worry about resolving this problem. The XDarwin project is no better - charging an exorbitant rate for something that was developed by the original programmers as open source. Everyone is catching the greed bug, and I, for one, am sick of it. These problems should not exist on this platform, and I have become more than disappointed with Apple's and other projects failing their customer base. The machines and software to run an Apple computer are expensive enough - 10 times more so than any P.C. This will eventually drive more people away from Apple - if they can't see this for what it is, then they deserve to lose their customer base.

Deborah of Portland ME (03/12/08)
I have spent over $4,000 on 2 macbook pro's in less than a year. Both were HORRIBLE, defective, buggy machines! None of my software tools that I depend on for a living worked on either machine without crashing constantly, causing hours and hours of work to disappear. Never mind the extreme frustration and the economic consequences to my business, the list is endless. Even my back up hard drive wouldn't function properly.

HUGE loss of money and time, emotional duress. I could not get through to Apple support.  I was never on hold for for under 30 minutes!  On the occasion I got though, I was transfered from one tech to another about 8 times, each time having to give the same information.  It was utterly absurd, I got no where and Apple's attitude was, well, that's too bad.

Alan of Ventnor OTHER (03/04/08)
I bought a MacBook Air from Mac Online, A great product. It was offered with a full rebate for an HP printer. Mac charged me online, they sent the product online, they helped me set it up online. When it came to getting my rebate, I had to go ONLINE, send a claim in, THEN cut out all the relevant information from the boxes (including the cardboard backing). I had to send them together with any relevant invoices and my bank details to a company I know absolutely nothing about. Mac makes it, sells it, guarantees it. Yet they expect me to reveal to a third party very personal details in order to get THEIR special offer refunded to me. And then have to wait six weeks for the privilege of getting my own money back.

It's not so much economic damage. It's the fact that everything is done online except when it comes to getting your own money back.

Randy of Billings MT (02/19/08)
In September I bought a $2700 Macbook Pro. Now I have a crack in the inner part of the display despite never having trauma to the screen. Apple tells me there had to be trauma. I told them they can't tell me there is NEVER a faulty screen. A pin-point crack could and does spread. They insisted I should have seen it. What may have been PINPOINT is a $1200 repair on a 5-month-old machine that has been taken care of. I need advice on who and where I can go to get action. The supervisor told me she was the end of the line. I'm furious!

I need my computer.

Cecil of Greensboro AL (02/15/08)
I bought an IMac G5 with isight. Shortly after the warranty went out, I had to replace the hard drive; and now my screen is going out. It has two vertical lines about 1.5 inches. One line is translucent, and the other is white.

Donald of Arlington TN (02/04/08)
I went to the Apple Store on Farmington Blvd, in Germantown TN on February 2, 2008. As soon as I walked in the door, I was treated very poorly and as if I was dirt. As I was there looking to buy a computer, this is completely unacceptable. Apple obviously encourages this air of arrogance as they refuse to offer a method of email contact, instead offering only expensive phone numbers which you can call and be put on indefinite hold. I sent a email to them using a support form for their Mac service, because I had no other choice. This screams of arrogance and incompetence. Both are pretty well interchangeable, and both accurately describe Apple's business practices. I strongly suggest that you go elsewhere for your computing needs. Windows XP might crash, but even Microsoft isn't so arrogant. Ubuntu Linux is extremely stable, and does most everything most people will ever need. There is no reason to be treated like dirt for a system that is over priced and most likely worse than the alternatives. I have never seen a company act so arrogant and sell a decent product, so I doubt OS/X and Mac computers are worth half of what they charge for them.

I was irritated, but little else could happen. I saved money by not buying a defective machine, and am building my own, much more powerful, computer for less money, even after buying Windows XP.

Justin of Washington DC (01/17/08)
My Macbook battery, after 1.5 years, has a full charge capcity of about 25%. They took me through the steps, and eventually deemed it necessary to replace (send replacement, I send original back). However, CSR incorrectly billed me, despite saying that under Applecare Protection Plan, I have full coverage. She EXPLICITLY stated that I would not be billed unless original battery was not returned within 10 days. However, 12 HOURS LATER, credit card bill shows up. I immediately called Customer Support, where I'm on the phone for literally an hour and half. On hold for about 30 minutes, as I'm transferred to various tiers. RIDICULOUS. I spend hundreds of dollars on extended warranty, only to be billed for a replacement part that's covered. Then, in resolving the situation, CSR makes it seem as if it's MY fault that the original CSR incorrectly billed me. The matter should have been quickly and efficiently processed, but instead I'm punished, my time is wasted, and I'm down $120 that I greatly need as a college student. I STILL HAVE NOT YET RECEIVED REIMBURSEMENT or REFUND. CSR has not responded to a SINGLE e-mail.

Firat of San Francisco CA (01/08/08)
My new so-called top of the line MacBook Pro began to crack cds and dvds that were inserted in the optical drive. I figured this out as the machine destroyed a dvd that I had borrowed from the library. I went to the store only to be told that I needed to make a reservation to register my complaint and the earliest appointment would be in 2 days of my visit. I schlepped the laptop back home. When I called Apple I was put on hold for an hour+, including being transfered from an agent to a specialist. In the end, the specialist whose Australian accent was so incomprehensible, chided me for thinking that Apple would shoulder the responsibility to reimburse my local library for the cost of the damaged cd. I was ready to forego the very rare and expensive opera cd that the laptop ate up. The specialist said that Apple would be in billions of dollars if it agreed to pay for such damages. When I went on-line to complain about the service on Apple's website, the copy read: don't expect us to get back to you. If your feedback proves valuable to the company, we reserve the right to use your idea without paying you.

25 dollars I paid at the local library, 50 dollars for the Opera cd. To send the laptop for a repair I needed to backup the data. So an external drive that will cost close to 150 dollars. So 225 bucks in total.

John of Houston TX (01/08/08)
I purchased a Macbook (white) Core 2 duo laptop in August 2007. After 3-4 months an annoying electric whine coming from the left hand side of the machine began to manifest itself. This whine was not present when I first started using the machine. I use only certified software on the machine and update frequently. Thinking that there was some kind of an issue with the computer, I updated all software using the system preferences. The noise still would not go away. I thought that upgrading to the latest operating system software released from Apple would solve the issue and upgraded to Mac OS X Leopard. The issue did not resolve itself. I went online to see if there was anyone else having the same problem and discovered that MANY people are complaining of the same issue. Some people seem to ignore the problem and eventually do not notice it. This is not the case for me and a growing number of users. I prefer a very quite environment when working and find this irritating noise very distracting and eventually it leads to a headache.

I do not want to risk having my machine fixed by having it replaced with another machine that has the exact same problem, or an even worse problem. This is very frustrating, being a recent college graduate and having spent a large sum of money on a product I expected to work well, I am at a loss as to what avenue to take. Apple does not offer phone support after 90 days of purchase without spending more money on an extended warranty. If I take my machine to a store location the surroundings are so loud that no technician is able to hear the noise and I therefore have not been able to file a complaint. I hope that if enough people complain about the issue and awareness is raised Apple will fix the problem and I will not have to just deal with it.

I find that the noise is very distracting and I cannot concentrate while doing research on my computer. The noise has slowly caused me to not be able to use my machine. Previously I had not experienced headaches whatsoever, but find that now I have headaches a few times a week and sometimes become nauseous after working at the computer for an extended period of time. In a quiet room the noise slowly bores into the brain, making it almost impossible to concentrate.

Matthias of Oracle, AZ (01/05/08)
My college, where I teach full time, purchased a brand new imac laptop for my Art Department. After a period of months it died. I would have thought this an anomaly (I have owned Macs for years with no problems) but the Department's two other Macs (both new Apple G-5's) exploded -- literally. Sparks flew.

At home I have G-3 Powerbook that is seven years old and still going strong, if a little slowly. My concern is that the quality of the new Macs is not what is once was.

Shani of San Francisco, CA (12/07/07)
I have invested thousands of dollars into my video editing system. From the start my G4 Platinum PowerBook Laptop had problems. Within months the hard drive failed and I lost thousands of contacts and files. As a promoter, this was a huge income loss for my business.

At the Genius Bar, it was suggested this is normal, that even though my color classic w/ 1/10th the HD size still worked but yet this new, faster, bigger drive was known to fail.. so he asked me WHY DIDN'T BACK IT UP?  Well, it was only a few months old, so I didn't know it would fail so quick.

Three more times that hard drive failed.  Finally by the 3rd time I had found software that could actually make a 2nd and complete startup.  Sometimes they, the geniuses of apple, tried to blame the HD failure on me!!  Then one day, after the 3rd drive they replaced this electronic connector that connects the HD to the system (well known to fail, but rather than replace the 1st - 3 times my drive failed, they waited) they also upgraded my OS, which has left me in a harder situation since I did not upgrade the OS.

Now my Apple Extended Warranty is over, and I pray every day because I can not afford a new computer nor do I have any interest in spending so much money for something that failed!

Cornell of Cave Creek, AZ (12/03/07)
There are two small bars, were the top meets the keyboard, on the Ibook that have twice caused a crack in the cover of the keyboard. The crack is said to be caused by abuse but I believe it is a design problem and Apple should stand behind it.

They fixed it the first time under warranty, but they refuse to do so now.  They wrote their stores indicating that they would no longer service it under the warranty.

The computer is less than one year old. To replace the part costs $180, and it would simply break again. Help.

Keith of Boca Raton FL (11/25/07)
I purchased a refurbished Power Mac G5 that, as was promised, was supposed to work like new. I purchased the warranty protection plan as well. So far, within one year I've had the same problems with the computer and they just keep having me bring in my computer, supposedly fixing it, only to have me return within a few weeks or less for the same problem. When I try to reach someone at a higher level they keep telling me that the only thing they could do is bring it to the same people that claim to fix it, but don't. I have a freelance business that is effected as a result. Also, the last time I brought the computer in for repair, they held the computer for over a week just to tell me that they reset the SMU, which is basically pressing a button inside the computer, which I had done anyway, and told me I shouldn't have any more problems only to have it not turn on a little over 2 weeks later. I can't get a final solution or resolution and it is causing me to make excuses and possibly lose clients as a result. Also, when trying to contact the Apple by phone they put me on hold for over 20 minutes without any type of help other than call the store, which I had already done.

I was layed off from my job about a week ago and I'm trying to do freelance work until I can find work. I'm an Art Director and my design programs only work on the broken computer (I'm writing from an older laptop) which I have them registered to be used on. Not only do I have to take an over 20 minute drive to get to the store for service, I'm not able to get assitance for, at the earliest a day, or as much as 4 days. I also cannot apply for jobs with my resume and archive portfolio accessible from that computer, which is not currently starting again for the 3rd time in 10 months.

Vivian of San Francisco CA (11/25/07)
An Apple Store employee sent my MacBook back to Apple for repairs. A week later it was returned to me with the exact same problem. I spent over a thousand dollars to buy a reconditioned MacBook from Apple Computer. The reconditioned computer was recommended to me by an Apple Store employee as a way to save a couple hundred dollars. The first laptop they sent me kept shutting down. It didn't seem possible it had been tested by Apple. Apple said they would take it back and send me another. The second computer also had problems, but not as severe. I had also bought the Apple Support program. Apple Support spent an hour on the phone with me, and once they determined I truly had a problem, they told me that I had to bring my computer in to a store. When I said that was a hardship for me, and that no one at the Apple Store had been helpful when I had problems with my last Apple. That's why I had caved in and bought this one. Only then did the Apple Care worker volunteer to make an appointment for me at the store. Unhappily, I agreed to wait for two days to get the next available appointment. At the Apple Store the employee agreed my computer had problems and that he had to send it back to Apple. A week later I received my computer. It still has the same problem. No one at Apple could have tested it. That would be the third time Apple sent me a product that was not tested. Apple says they will not give me a computer that works but will continue to try to fix this one. It's been two months. How can a company take a thousand dollars from someone and ask them to be responsible for the mutually agreed upon faulty product? I would never treat a customer my way.

Apple Computer is not testing their products after repair. I had to send my computer back to Apple for repair and it was returned with the exact same problem. No one at Apple could have tested it. That would be the third time Apple Support sent me a product that was not tested.

Cosmina of Providence RI (10/16/07)
I bought a Macbook laptop on 9/13/07 from the Apple store in Providence RI. After about 3 weeks the power cord of the laptop frayed, then wires began coming out. Shortly after, sparks began to fly out of the adapter. After getting mildly electrocuted, the adapter died completely.

The adapter costs $79.

Sally of San Diego CA (09/07/07)
I purchased a a $2000 Powerbook G4 from Apple Computer apprx. 18 months ago. I also purchased the extended warranty after discovering 3 mos in that the computer was unstable (a motherboard supposedly was replaced at 11 months). The computer refuses to wake from sleep mode, the date and time resets itself (to 1969!) but what really galls me is that I just got it out of so-called repair for the second time and it's doing exactly what it did when I brought it to the store.

Apple does not want to take any responsibility for their products and I really think they have become extremely arrogant. I had to FORCE the assistant store manager (Fashion Valley, CA) to even send the computer to be repaired and what did I get a $300 warranty for? When I got the computer back and the first screen I saw said my computer's date and time was March 1969, I was so upset I went on to the Apple discussion board and posted the facts and they removed it!

Instead of sending me an email apologizing and offering assistance, they said in an email they removed it b/c my posting was inappropriate! Needless to say, I won't be renewing my .Mac mail account when it's up and will bash Apple every chance I get. And the white Apple sticker on the window of my car? A Black Sharpie will be writing Rotten Lemon inside it. Nice way to get the word out.

Matt of Roseville, CA (09/06/07)
The logic board on my G3 ibook has failed for the third time. Apple knows that there is a design flaw, and even if it is repaired, chances are it will happen again.

Apple will only offer to fix my computer for $300, more than the computer itself is worth. There are over 7000 affected computers and I think Apple needs to completely recall this product and offer customers an alternative to fixing it temporarily.

Rachel of Fort Worth TX (08/16/07)
As a devote user of mac products for a number of years, I am absaloutly furious about the decrease in quality of mac products, services, tech support and even customer support. I had a G4 powerbook a few years ago and one of the original Ipods and I NEVER had a problem. Ever... until of course it was time to upgrade and move on.

Last March I purchased another powerbook, a nano and an Ipod. The nano died... litreally died after 2 months. Apple stated that they WOULD not replace it. Not COULD not, just WOULD not.

The Powerbook was sent back to Apple 5 times in the space of 7 months. My husband is a freelance graphic designer and this is NOT good business.

On the fourth incident with the powerbook, I got very irate with the extremley rude man on the phone. My warranty was going to be up soon and I did not want to end up with this useless piece of equipment. When he told me that he was unwilling to send me a different one, I asked for his supervisor, to which he flat out refused me, thus making me more infuriated.

So, we sent it back again and again it malfunctioned after 2 weeks of its return.

Again, I call apple. They tell me to pay for the 5 year warranty. Are you kidding me? Why on this earth would I put a 5 year warranty on a computer that is obviously faulty? Stupid people. So, after arguing with the man he agreed to send me a macbook. Thank you

We get this macbook which ran fine for a couple of weeks. And, I would like to point out here that although I paid full price for a NEW computer that never worked, they sent me a refurbished one in exchange. But, I was not in the mood to argue anymore so we took it.

Low and behold after a couple of weeks, the macbook starts turning itself off randomly. I call apple. they wont talk to me because I have not paid for the tech support help, they claim there is no warranty on it. The store wants money just to look at it.

So, now the freaking laptop will NOT EVEN TURN ON unless it is constantly plugged in. And I cant do anything about it.

I may as well have burned $3000.00. Never will I buy another mac or mac product again.

Thomas Jones of Morrisville NC (07/27/07)
The top and bottom assembly was replaced on my laptop 2 times, the display was replaced 3 times, 2 repairs were done at the depot and 1 in the store. After many attempts and substantial time without my laptop, I was given ridiculous excuses previously and simply fed up with substandard repair work. The third time I went to pick up my laptop I had the camera on my Treo rolling, and I captured everything people didn't believe

In my efforts to prove what shoddy service I was receiving at the Apple Store concerning Apple refusing to fix my Macbook Pro, I went in to the store (the third time the display was replaced) to check it out with the video recording on my Treo. I was hoping I would capture another BS excuse about the bend in the display, or an excuse that its acceptable and listed in their confidential? specs. Well it looks like I gathered much more than I could have asked for.

The first Apple Store employee is Drew R at the Crabtree Valley Mall Store in Raleigh, NC. He is mad at me and offers to wait for me in the parking lot and throw down.

The second Apple Employee in the video is General Manager of the Apple Store at Crabtree Valley Mall, Khalil Smith. He admits that the warpage and bend in the Macbook Pros are literally part of the design. This really is Apple saying that all Macbook Pros are supposed to have a bent display, and remember that these displays are not covered under warranty, and cost nearly $1,400.00 to replace.

I paid that $1400.00, incurred all of the aforementioned inconveniences, and still have a laptop with a bent display.

It looks like a poll taken on macosxhints.com forums reports over 60% of 15 MBPs have display lid warpage out of the over 460 people who voted.

The repair work has still not been resolved.

Srivatsa of Silver Spring MD (07/05/07)
I have had a number of problems with my Mac Powerbook over the past year. The laptop which is barely a year old has been in and out of apple repair 5 times (for various reasons)!! Being totally unacceptable by itself, Apple refuses to fix issues that I am currently experiencing with the CD/DVD drive and kernel panics. They now claim that I have spilled a liquid on it (truth is, I have never done so). As a result they refuse to do warranty repairs on it(I also have the extended plan which covers it until Aug '09).

Its my word against their word... and they were very glad to lose a customer(a.k.a me).

I have given up on apple and their products. They will not even give me a written statement about their diagnosis.

I am a college student with limited funds and cannot afford a new laptop every year!! Apple doesn't live up to their claim of putting their educational customers/students first.

Mengyao of Chambridge, England (05/24/07)
I baught my mac powerbook on 5th of Aug. 2006. Till now, it has only been used carefully for 9 months. When I shut it down as usual on the night of 2nd of May. 2007, it can not be started up the next day. So I sent it to the apple store, Scotsys on 3rd of May. It was accepted politely. The people of the apple store said they will fix it and have it ready to collect in 10~14 days. But it is 24th of May now, and they still kept sending me emails from time to time saying different parts of my computer is being changed.

Till now, almost all major parts have been reported to be defective. My job been greatly effected by the delay of the computer's coming back, which the apple company told me that the repairment can be made within 10-14 days.I am now very unhappy about all these and want the company to send me a new one instead of waiting any longer, which is completely reasonable based on all the defects on the old one. But the customer service keeps saying sorry but can do nothing! I am really angry about this and have decided to take some effective action.

The graduation project of the MSc is significantly affected. I have lost 3 weekes' work time. As the work time of this project is only 2 months. It definately affects the final result of my MSc degree which in turn affects my application for the PhD programme and job after graduation.

Julia of West Lafayette IN (05/24/07)
It has taken Apple computers over 1 month to repair my laptop and they still have not gotten around to actually repairing it. After hours and hours on the phone they will not give me any idea of how many more dayr or weeks it will take to get it repaired. After several weeks of waiting I asked the service people to put it in a high priority category for repair as I have to go abroad to work on my thesis. They put it on high priority for a while and today the service person said it had been taken off high priority. They have made no effort to help me with the situation.

Let's add up the costs. $1200 for plane tickets to fly to the country to get the data I need for my Ph.D. thesis. $2000 in hotel and other travel expensesin that country. Lost wages for potentially having to put off my graduation for my PhD by six months to a year ($40,000). Apple computer not getting my computer back in time, so the whole trip is a waste of money and will set my PhD thesis work back a year ... PRICELESS!!!!!

Report Your Experience
If you've had a bad experience -- or a good one -- with a consumer product or service, we'd like to hear about it. All complaints are reviewed by class action attorneys and are considered for publication on our site. Knowledge is power! Help spread the word. File your consumer report now.