I am totally disgusted with the way I was treated by one the of customer service people at the counter. They are very short and just write you off. I came in on an appointment. I was expecting to have good customer service and I have purchased several Apple products over the past 2 years and I am really unhapy with this situation.
Anyway, I walked in and it was very busy but you should not drive as far as I did and hear someone tell me that I cannot get my screen replaced. I can’t believe the next thing that happened. “Well, I can tell you put pressure on the screen.” It wasn’t out of a laptop suitcase for 2 weeks before I started school on September 20th and they accused me of cracking the screen. I have heard it cracking like it’s weak.
I would like to have the screen replaced. How is that too much to ask. I don’t appreciate being told in not so many words that I am lying. I hope that Apple will do the “right thing” and repair my computer.
Like other people have said, The screens and outer shell are weak. The customer service guy at the AppleStore said, “Apple computers are absolutely stronger than just cracking. I have found articles on this broken screen matter and the reviews and complaints are not too good. I have written a feedback letter at the Apple website because I want to let others know to use extreme caution in purchasing Apple Computers because they have obviously weaker parts that even the salespeople are aware, but they cannot speak out against the company.
I would like to have confidence in the product and I can see other competitors are making stronger cases for the body of the laptop.
Subscribe to anyone
I to have the same problems with there products and most important costumer service. Very ,very rude
Charles brown on October 4th, 2007 at 10:04 am | Link
Screens don’t just break. Something has to break them.
That’s called ‘accidental damage’ and isn’t covered by warranty. Check your credit card issuer to see if they offer any buyer’s protection — they may be able to cover the repair expense if so.
ignis fatuusz on December 2nd, 2007 at 11:17 pm | Link
I have had lots of problems with my Apple computers. That’s one thing. BUT, Apple’s customer service is terrible. It’s so bad in fact that I just won’t take it any more and won’t buy anything from Apple. It took me a long time to get to this point. We all know that machines break. That’s fair. But ….. Apple refuses to recognize that their machines break. They always act like it’s the customer’s fault and throw condescending and smug attitude. Like anyone needs that?
Basho on December 6th, 2007 at 4:45 pm | Link
11/1/2008
I am disguisted at the way apple store have handled my case. London store assured me a xmas delivery not received..After many calls they claimed goods stolen then rec’d a late delivery with incomplete delivery so i sent the goods back..i asked for my refund and the staff never phoned to apologize or took any actions after many call ..i am still waiting for my money and no they are not going to compensate me for my calls or for earning interest on my money..thanks for nothing apple!
dimitri DEMETRIOU on January 11th, 2008 at 12:24 pm | Link
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 call 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.
Justin on January 16th, 2008 at 10:58 pm | Link
I had the same problem with my screen cracking and was also treated poorly by the Apple Store CS. I purchased the MACBOOK in September ‘06 and it has been planted in a home music studio for the entire time. I am quite positive that I did not cause this damage. I am thinking that perhaps there was a hairline crack behind the mold from the beginning and it just spread over time. From day one, the computer always felt a little warped and not well built, but was told at the Genius Bar that nothing was wrong. When I took it in to be repaired for the cracked screen, the “Genius” told me that even though screens usually are cracked due to damage, that their were absolutely no signs of physical damage to the machine and this would work in my favor. Of course I was called two days later by someone that told me it was going to cost $1200 and was not worth fixing and “accidental damage” was not covered under warranty. I have been a faithful MAC user for years and even have been a MAC pusher to many friends and family. I am going to write a letter to someone that will hopefully care. I also plan to have this letter signed by every MAC user I know, promising never to buy an APPLE computer again. I am also going to file a complaint with the Attorney General of Michigan to see if they can cause a bit of headache for them as well.
Chris on January 23rd, 2008 at 3:16 pm | Link
I really did crack my own screen a couple of months ago. but tonight - with no damage being done that i know of- a blue crack appeared.. and it is much bigger and annoying than the one i accidentally made. does anyone know who i can talk to about this and how i could go about getting it fixed?
thanks.
and yea until recently i really loved mac products… but sadly enough … i dont think i’ll be recommending them anymore…
lindsay on January 25th, 2008 at 9:50 pm | Link
I am looking in to getting the screen fixed now. I was given a number today that is supposed to be more of a management customer service. I will pass on the info if I have any luck. Perhaps there is strength in numbers?!
Christopher Zuccaro on January 26th, 2008 at 9:42 pm | Link
Apple Computer Service
sorry to say I have never experienced a service plan as poor as this. First off, the initial greetings always try to discourage you in various ways from speaking to anyone. They suggest that you can find all you need by going to this or that webpage. Then however when you get on the line with someone, it is not uncommon for the tech to say, I’ll have to transfer you to a specialist.
Right now I am waiting for a specialist and I record it here as a typical experience. Apple has only 12 hour a day service so I haven’t been able to call them sometimes when I need to most. Now that it is the middle of their day, I have been holding for more than a hour already. The first time I called, I was told after an 8 minute wait (their estimate) and after a lot of time consuming connumication with a tech, that I woudl have to be transfered to a specialist. I then began waiting longer. After the battery on my phone was about to give out, I heard a distinct click on the line as if someone was hanging up, and the call was disconnected. Calling back right away I was told this time that the wait for a tech would be 15 minutes or more. After five minutes with that tech I was told I would have to wait 45 minutes for the specialist. The specialist in this case is about Mac’s much ballyhooed Leopard and Time Machine. It is the worst, many times worse than Dell, the only other computer service program I have tried.
Madeleine baldwin on January 27th, 2008 at 12:22 pm | Link
My computer was hibernating on my desk open and I went to it, woke it up and there was colorful lines running vertically for about 2 inches from the righthand side. An hour on the phone with AppleCare and they say its a loose cable. They make a “Genius” bar appointment for me. I go and wait an hour, despite the appointment. The “Genius” pinched the side of my screen and a black blob spiderweb formation stretched out across the screen. He says “Well obviously this is cracked” I say, I feel no cracks anywhere! The book is pristine, no damage anywhere. He tells me its an internal crack that is deemed “accidental damage” which isn’t covered on the warranty and its 600 bucks to fix. I was livid. It was just some colorful lines until he messed with it!
3 hours on the phone with AppleCare tonight and they tell me they cant make an exception. I will call back every day until i get somewhere with this.
Holly on January 27th, 2008 at 8:35 pm | Link
a week ago my battery stopped charging. it just said no batteries available and if my charger even accidentally fell out my mac would shut off. i made an appt yesterday to go in and when i was packing up my computer and making the appt i picked it up and there was a crack in the lower right hand side of the screen. i went to my appt anyway with an additional problem now, and they replaced the battery no questions asked. then i was told it would cost at least 600 to fix the screen. now today the screen is back to saying no batteries available. i can not win with this computer.
keri smith on January 31st, 2008 at 1:17 pm | Link
Same story for me. I carry my computer in a $200 waterproof hard pelican case - just so it’s protected. I opened it up one day and surprise! A big black hole appears along with a small crack. It’s gotten worse over time and when I took it in they accused me of lying and said that there was evidence of damage that isn’t covered under warranty. They said that 99% of computer users have no problem with their screens. Sure doesn’t seem the case from this page. I told them I’d looked online and it looked like a common problem but they would not admit it. Completely ridiculous!!
Holly on February 15th, 2008 at 4:03 pm | Link
whoa whoa….
“pinched the side of my screen”
if it is a “an internal crack that is deemed “accidental damage” which isn’t covered on the warranty” he produced it by pinching the f***ing screen.
who the f*** taught this guy that applying a decent amount of pressure to an LCD is a troubleshooting procedure.
more than likely it IS a loose cable, take it somewhere else.
find an independent mac service center (they do exist) and have them look at it.
Andrew on February 27th, 2008 at 11:14 am | Link
My Macbook failed to boot two weeks ago so I called apple support. They agreed that the problem was covered under warranty so I sent it out. When they recieved it, they noticed a scratch on the monitor. They called me with a quote of $12,50. to repair the display damage. I said - no thank you. They said - we don’t do partial repairs. They sent my computer back to me, still broken and with greasy finger prints all over it.
This might be their latest scam. They’re not claiming that the scratch caused the boot problem. They’re just going with the “We don’t do parial repairs.” bull****.
I contacted my attorney. He asked me if I knew anyone else who had been affected by this “policy.”
Derek on March 15th, 2008 at 10:21 am | Link
I cracked my screen as well and can’t get anywhere with Apple/Applecare.
The crack is not the only thing wrong with my Mac - it constantly crashes, mail locks up, Safari sucks and I know there is something wrong internally - the smartasses (GeniusBar) at the Mac Store say there is nothing wrong….
I am not very impressed with my Mac anyway and now have an excuse to get rid of it and back to a PC.
Rob on April 19th, 2008 at 12:02 pm | Link
I have posted under a similar topic. Owned a very expensive mac laptop for 4 months - done nothing to it - it has only been out of the home once and that was 2 months ago. Screen cracked - before our very eyes, started as a funny looking spot and then off it spread internally. Apple have been miserable to deal with - insisted we had done something to it. We are determined to spread the word that Mac is crap and this is obviously a serious design flaw which they are trying to deny/cover up!
MAC IS CRAP on April 23rd, 2008 at 5:34 pm | Link
i hate the mac staff! they are soo RUDE! especailly the canadian ones. i’ve actually found that the american service better. MAC is a bunch OF LIARS TOO…. they say u get a 1 yr warrentty, but then they only give u 3 months of tech phone support! what a bunch of BASTARDS!. i’m soo pissed & annoyed, i love mac products, but i cannot tolerate their crappy staff & big fat lies any longer.
i hate the mac staff on May 13th, 2008 at 5:44 pm | Link
I have my macbook for about 6 months…opened it up last week to find that my screen was cracked…took it to the apple store and the “genius” also told me that this couldnt have happened on its own and that the warranty does not cover damages…so tell me why the hell should i pay for warranty that wont cover everything…im really upset cuz i love my mac..im a college student and its very convenient…but they have horrible customer service then they want to charge almost $800 dollars to get it fixed…thats unrealistic….i found some website online that will repair for much cheaper..ill have to resort to that…i say that there has to be a way to get apple to change their warranty coverage
Ang on May 22nd, 2008 at 8:22 pm | Link
I too recently purchased an apple I mac and the screen cracked whthout being dropped. Opened the screen and there it was a crack who could have known that the simple act of opening and closing a laptop could cause the screen to crack? This computer is only 2 months old!!!!! and yes I am pissed because of course the customer service department has saisd its not covered, It is clearly a defect something has to happen with apple, they have got to do better!!!
MY COMPUTER HAS NOT BEEN DROPPED!!! I do have a old HP and it has been throught a lot but my screen looks great!!! go figure!!!
V Edwards on July 21st, 2008 at 10:34 pm | Link
Wow, same exact problem. My best friend purchased a Macbook 3 weeks ago, and came home to a cracked screen. Took it to the “Genius” bar, only to have them accuse him of being a liar. They insisted he must have done something to damage it. Took it back to the store it was purchased from and their “Lead Genius” kept poking the screen and said — “here is the point of impact”. Well yeah, the point where all you geniuses keep digging your nails into! They said it was statistically impossible to have cracked on it’s own. Which it is. However, it’s UNREASONABLE and totally within “normal use” to open and close the screen! So guess what, THAT is the motion that caused the crack, GENIUS! The computer not even being 30 days old, we dug in our heels until they replaced the computer. The store manager said this has never happend, but I don’t think they wanted us disparaging the computer (or CS, etc.) in front of so many other customers. Fight the good fight, they are busy calling their customers liars, but they are the ones telling mistruths! There is NO WAY the GM of this store has never seen this happen before, I just wont believe it. This product needs a recall. Hope it doesn’t happen with the new one.
Dnovick on September 14th, 2008 at 6:40 pm | Link
I have the same problem and this is awful!!! I wish I NEVER brought a MAC. It cost too much money to rob people. I am a professor and I have just decided that I am going to work to launch a campaign against this company that takes no responibily for it’s faults. Having a great product does not mean that you should abuse people.
R. Blake on November 18th, 2008 at 6:11 pm | Link
I will never buy an apple computer ever again. They have the worst service and products I have ever bought. They are making me buy a brand new screen that i didn’t even wreck. They are saying the screen will be $600. I bought my computer for almost $2,000 and it has not even been a year. Apple does not care about their customers and all they care about and taking peoples money. Hp’s are way better.
anonymous on November 21st, 2008 at 10:32 am | Link