Applecare REALLY came through after a complete disaster!

So here's my Applecare story:

Just over a week ago, my 23" Apple Cinema Display started flickering. About the top 10% of the screen would flicker, especially noticeable on solid backgrounds. I called Apple and after speaking to a guy there, I was informed that I should take my display to my Best Buy (from where I bought it) and just exchange it there. Sweet!, I thought. The rep said he'd email my Best Buy and make sure it all went smoothly. I head out to the Best Buy later that afternoon, with my borked display in hand, and scoot over to the Customer Service desk.

When I get there, the CS reps have no idea what Apple were talking about, and they have no such e-mail authorizing anything to do with a replacement. I call Apple from the Best Buy store, and the rep I speak to says that the PREVIOUS rep misinformed me about bringing my display to Best Buy.... ugh!

Anyway, I go home, and call Apple again to set up a repair. The rep asks me what system I'm using the display with, so I tell him - MacBook Pro unibody. He gets the serial number of the system, and then tells me he'll get a box out to me to send back my Cinema Display. Great, I think!

The next morning, an all-too small box sits outside my front door. Apple sent me a box for my MacBook Pro! GAH!!!

I call Apple and explain to them that my MacBook Pro is fine, and that I need a box for my Cinema Display. I had to explain the problem with the display for the nth time, and the rep promises me I'll have a box the next day.

The next day, I do indeed have a box outside the door, for my Apple 23" display. Yay! I pack up the screen, send it off. The next day, Apple gets my display, "repairs" it, and sends it back to me. The day after, I get my display back. The repair documentation says they replaced the LCD panel.

I plug it back in to my MacBook Pro, and immediately notice it's MUCH brighter than the panel I used to have. CCFL really dims over time, even in the only 8 months I owned it. Anyway, I'm happy, for about 2 minutes, when I notice the stand is scratched and chipped to all heck. What the heck?

I call Apple, and they agree that's unacceptable my display should be chipped, so they send out another box to me.

Fast forward two days, I get my display back, and this time the actual SCREEN is scratched, and there's what looks to be a "mark" UNDER the panel that certainly wasn't there the last time I used it.

*sigh*

At this point I'm really frustrated.... It's hard to be mad because the whole situation is so exhausting. I call Apple and the rep looks at the case history and tells me he's going to speak to some of his higher-ups.

Long story short, the higher-up tells me he's going to replace my 23" Cinema Display...

for...

a new 24" LED Cinema Display! Woohoo! I got the confirmation e-mail today that it's being processed, so I'll hopefully have it in the next week, and I'm actually pretty excited. I'd have taken another 23" happily, but a new 24" LED display sounds like an adventure.

Now, of course, I'll believe it when I have the display in my hands, but so far it really looks like Apple is trying to fix a disastrous situation.

Just wanted to share my (hopefully good) fortune.

 

What terrible service.

 

See, when there are mistakes and a company admits to it and actually tries to rectify it, that speaks to me of good customer support. It sounds like they need to hire some new repair techs that don't actually damage the items , but I digress.
I hope you get your replacement soon! Glad to hear they were willing to fix the problem. I know it can be frustrating, I went through similiar things (check my recent posts in the apple forum ). Keep us updated!

 

Yep, I'll update this thread with a review/findings when I get my new display. And yes, their tech people need to be much more careful, that's for darn sure....

 

Hell, I'll take an $900 monitor for the cost of a few phone calls.

 

NIIICEEE!!!
hahaha

apple service really kicks ..

 

Great story teller ') you make a good writer

btw what a horrible time you had but the out come is awesome hehehe.

Apple do have good service but what went wrong there?

 

Yeap,good luck,hope that you ll like it! have you seen it in person before?

 

Yep, really liked it, especially since I have a light-controlled room, so glare won't be an issue!

 

^good,good!Waiting for your review!

 

To update, I got a FedEx prepaid label this morning, sent the screen off a few hours, ago, and 20 minutes ago received my order number for my new 24" LED display! Woohooo!!

Still says 7-10 business days till shipment, but it also says overnight delivery. Let's hope it's not 7-10 days.

 

nice!congrats!and I am still waiting for your review...and you need to update your sig

 

True, but I'll wait till it's in hand before doing so. I tend to believe there's no such thing as a free lunch...

 

whaaaa??

did you read the post? you are a fool sir, you just keep proving it over and over.

 

Woohoo! MY LED display shipped today (Wednesday) and so with any luck I'll have it Thursday, December 18. Review to come... watch this space...

 

Just received it! First impressions are good and bad. The display is gorgeous, but there is some dust under the screen in various places notable in the corners. Kinda bummed...

 

sad...call them and tell that you are very angry....and ask them to cross-ship you a new display!

 

I did, and they are....

By the way, review will be up soon.... will post here a new linky-poo!

 

Review is up now...

http://forum.notebookreview.com/showthread.php?p=4296001#post4296001

 

congratulation william.

it nice with apple. they really trust us.

most companies i dealt with accuses me of damaging my goods, they usually says, "its already there when i got it". or... "thats just a cosmetic damage, its normal wear and tear".

oh, i also heard that theese dust problems are seen all across apple's new range of computer, the unibody macbook and macbook pro, imac, apple cinema display.

post a picture perhaps?

 

And with the iPhones too. Both my iPhone 3Gs have small specks of dust in them, but they don't bother me. Oh, and a picture won't really do it justice...

 

Awesome to hear that Apple came through. I have 3 year Applecare on my MBP Alum and hopefully I won't ever have to use it but it's good to know they treat their customers right.