On the edge of panic
Well it has been a long time. Almost three weeks since my last entry but since no one really reads the Chaos Factor yet, that is okay. However the delay was not on my part I had a few computer problems and my Powerbook needed to be sent off for repairs. It is amazing how something so small can lead to a large mess very quickly. It all started around the third week in January. I usually clean my laptop every other day and at the end of the week I give a real thorough cleaning. Well when cleaning my keyboard I noticed what I thought at the time to be a small little scratch on my return key. At first I was hoping that was something that I could wipe away and after a few attempts I realized that it was a scratch and I was going to have to deal with it. Boy was I wrong. The little scratch turned out to be a crack which I realized as it became bigger and bigger. Now I was starting to panic. Time to give Apple a call.
Considering how things were going for me that week, I should have anticipated that this was going to be trouble. First the customer service rep that was initially helping me with my issue had a cold or something. She kept sniffling in my ear every five seconds which eventually led to her not fully understanding the issue that I was having. She mistook my issue to be that my that the paneling near thereturn key was crack and Apple considers this to be a cosmetic issue so if a repair is needed it is not covered under warranty. When I explained to her for the fifth time that it is not the case that was crack but the return key her routine switch from a cosmetic issue to well that sounds like abuse to me and it is still not covered under warranty.
Now I have had to have my computer sent into Apple before and though I have heard horror stories of people dealing with customer service people over at Apple this had never been the case with me. Well, I guess this was the beginning of my horror story with Apple Care. After going over and over with this young lady about my issue which I stayed calm at all times despite her sniffling among other things. For the most part I am very confrontational person but 05 is going to be the year that I try to avoid all hostile encounters with people on any level.
Well, since my cool was kept the customer service rep really had no problems with me when I requested to speak with a manager.
The manager takes over the case and after explaining the situation to him and even praising the work of the customer service rep that I just spoken with, the years I have been an Apple user and of course the issue itself he had no problem with me sending in my computer for repair under warranty.
As usual with Apple, my computer was back quickly. Time to get back to business I thought, nope wrong. Now begins Round 2… When I open the box that my Powerbook came back in the first thing I noticed was that my RAM was sitting outside my computer with a letter saying that it did not work. What in the world, how can a computer that was working fine when I sent it off come back without the RAM working.
Time for another call to Apple, the customer service rep told me that the same thing had happen with his Powerbook and he did not know why Apple or should I say the repair company they use to repair PowerBooks were doing this. Well, after giving me a step-by-step account on how to install RAM into a Powerbook. I was ready to get back to work again and once again wrong! The machine would not boot up and I was having kernel panics. From here I was instructed to go my local Apple Store to see if the problem was with my RAM or something else.
Now although there are two Apple stores in my state neither are ideally close to me which I hope will change soon considering that I lived right by two schools that are extremely famous and use Apple computers only. Maybe a mini store at least.
Returning to the story so I prepared myself for the journey to the Apple store, which out of this whole process was the one event that was enjoyable. The Mac Geniuses there were very helpful and really got a kick out me telling them how crazy the last week had been for me. Well after a quick check up it was concluded that my logic board needed to be replace. So my laptop was sent off for repairs…
Well, my laptop arrived today and so far things are great…
P.S. If you live in Michigan, the Mac Genius over at the Somerset Collection Adam is great… if you need to go in for something do not hesitate…
Considering how things were going for me that week, I should have anticipated that this was going to be trouble. First the customer service rep that was initially helping me with my issue had a cold or something. She kept sniffling in my ear every five seconds which eventually led to her not fully understanding the issue that I was having. She mistook my issue to be that my that the paneling near thereturn key was crack and Apple considers this to be a cosmetic issue so if a repair is needed it is not covered under warranty. When I explained to her for the fifth time that it is not the case that was crack but the return key her routine switch from a cosmetic issue to well that sounds like abuse to me and it is still not covered under warranty.
Now I have had to have my computer sent into Apple before and though I have heard horror stories of people dealing with customer service people over at Apple this had never been the case with me. Well, I guess this was the beginning of my horror story with Apple Care. After going over and over with this young lady about my issue which I stayed calm at all times despite her sniffling among other things. For the most part I am very confrontational person but 05 is going to be the year that I try to avoid all hostile encounters with people on any level.
Well, since my cool was kept the customer service rep really had no problems with me when I requested to speak with a manager.
The manager takes over the case and after explaining the situation to him and even praising the work of the customer service rep that I just spoken with, the years I have been an Apple user and of course the issue itself he had no problem with me sending in my computer for repair under warranty.
As usual with Apple, my computer was back quickly. Time to get back to business I thought, nope wrong. Now begins Round 2… When I open the box that my Powerbook came back in the first thing I noticed was that my RAM was sitting outside my computer with a letter saying that it did not work. What in the world, how can a computer that was working fine when I sent it off come back without the RAM working.
Time for another call to Apple, the customer service rep told me that the same thing had happen with his Powerbook and he did not know why Apple or should I say the repair company they use to repair PowerBooks were doing this. Well, after giving me a step-by-step account on how to install RAM into a Powerbook. I was ready to get back to work again and once again wrong! The machine would not boot up and I was having kernel panics. From here I was instructed to go my local Apple Store to see if the problem was with my RAM or something else.
Now although there are two Apple stores in my state neither are ideally close to me which I hope will change soon considering that I lived right by two schools that are extremely famous and use Apple computers only. Maybe a mini store at least.
Returning to the story so I prepared myself for the journey to the Apple store, which out of this whole process was the one event that was enjoyable. The Mac Geniuses there were very helpful and really got a kick out me telling them how crazy the last week had been for me. Well after a quick check up it was concluded that my logic board needed to be replace. So my laptop was sent off for repairs…
Well, my laptop arrived today and so far things are great…
P.S. If you live in Michigan, the Mac Genius over at the Somerset Collection Adam is great… if you need to go in for something do not hesitate…
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