Interesting observation

So I've had my new MBP since last Friday. I love the machine, though the more I've used it I've noticed some flaws - the little scratches on the top, the electric tingling... I called Apple and they said to take it into a local shop and have the voltage checked. That if it wasn't right they would give me a new adapter - groan.

Well I had also noticed right off that the lid didn't close quite right - that there was a gap in the middle - the corners were tight, but I had to push the center down to get the lid to close. Again, I had brought it in to be looked at and the tech said that it was within apple's specs. What I realized after looking at it closer was that the base itself was bowed - not the lid. Maybe that's why I had a loud DVD drive? It doesn't sit right on a table - one corner comes up a little...

Now, don't get me wrong - I purchased this refurbished and fully expected that it would not be PERFECT (the scratches were acceptable) but bottom line was that the case should not be bent/bowed/whatever.

So after researching these issues and not really finding anything concrete, I decided on a whim to call the apple sales line. I happened to get the same person that I ordered my MBP from originally. I asked about the defects and if they were normal or anything to be concerned about. Let me tell you, she was AWESOME. She said that I should return the unit - that it was unacceptable. I asked her if I purchased one new if there would be a difference and she said it would be perfect - that these machines are expensive and I wanted "a mac and not a granny smith".

So here's what happened next. She said that she would get the customer service guy on the phone and she would talk to him and that I shouldn't say anything. She talked to him as if she were me while I listened - and I didnt' have to say a word. She argued with him about how she (I) wasn't happy with the system and demanded a refund, AND she got him to waive the restocking fee, I got an RMA# to send it back, then she disconnected the call with him and processed my order for the new machine. She said that she had been with apple for a long time (he had only been with apple for a few months and she told him he was a rookie - lol) and it is important for her customers to be happy. She said that the new system would be perfect and if it wasn't I should call her.

I should receive the new system Monday. After inspection I'll send the refurb back and get my refund.

So hats off to apple customer service - or sales, rather. Crossing my fingers but I do feel better about getting a replacement.

 

Good to hear stories of superior customer service! Thanks for sharing, my mBp casing closed tightly in the middle but showed gaps on either end. Anyway, I am an active user and it didn't bother me. I did get mine new btw.

 

can you snap a few pics of the trouble areas? I hear ya loud and clear about the lid not sitting flat. Mine has a slight lift on the left side. The gap actually will shift if it's on my lap to the right side sometimes, so I also believe there's flex in the case itself. Sighting along the lid shows it to be straight and true. So this could also be a hinge thing even though it seems incredibly solid. I've seen other pictures of MBP reviews showing varying degrees of gap. Cudos to you for fighting the man and getting a refund. You should never loose that extension number.

 

I should also add that I have noticed a difference in the order process between a refurb purchase and a new purchase - the emails are different. With the purchase of a new system the emails are more informative and use a different template.

 

wow, now thats a customer service rep that actually works to make customers happy and not the company

 

Here's a few photos that will give you an idea of what I'm talking about. You can see that the lid is straight and the bottom is not. At first I thought I was being too picky, but for $2000 I have a right to be.

 

wow.. I swear I can see the warp in the lower case. Your lid actually looks straight. I'm guessing you've tested this on a few flat surfaces to make sure your desk isn't warped..but that latch gap is a sure sign. fubar. Give em hell lisaw

 

Thanks, Jimy - glad I'm not the only one who can see it! You're exactly right - it's the lid that is straight and the lower case that is not. I've tried it in all sorts of places and it's the same.

 

That's the best customer service story I've ever heard. It made my day.

 

Wow! I'm not sure if it's just mine.. but I think the whole thing is supposed to have a slight gap... not be touchin like the outside area when it's closed.

Glad you had such a awesome customer service experience!

 

Here's the update: I received my new machine today and I'm so glad I made the switch. It's perfect. No warp, no tingles, no scratches, and my dvd loading is smoother (probably a problem because of the warped case).

I'm happy

 

Congrats Lisaw on your new machine! And truly congrats to Apple's customer service. Just like cashmonee's incident with all the replacing of MacBook Pros, Apple's proven that even if its products aren't top quality, they're willing to make sure you're happy.

 

cheers lisaw