is this for real? called apple support and

my problem is that the finish on my MBP palm rests are wearing prematurely (after 2 months it was starting and its just getting worse)

so i asked you guys on here about it and you said i should give apple a call and i decided to just do that a few minutes ago after waiting on hold twice for a total of 15 minutes the guy tells me that i need to extend my applecare about 3 times (ya ya im gonna do that before my year is up)
and apparently they dont do any hardware help over the phone?
and in order to help with my problem, i have to take it to a apple store

i figured phone support would be calling and saying hey i need help with something and they help you. I cant use the hardware protection over the phone? this seems a little ridiculous. Either way the guy said a genius can fix the wearing of my palm rests, but ive read differently, what do you think

 

great i called my local apple service provider and apple wont replace the top case for the wearing any more only if its cracking... what to do...

 

I would definitely call back and be a bit more stern with them. You get hardware support for the first 90 days and general software/phone support for the first year(apple care extends that 3 years). If you're within that 90 days, then they should help you.

Call apple care back and tell them that it's wearing down and becoming weaker. Let them know that you're a professional and the appearance of your hardware is very important to your business, and how displeased you are. Wearing of the finish this early should definitely be covered.

 

i thought it was phone support for 90 days hardware for 1 year

they barely will talk to me on the phone because of this even tho the problem i want to address is the hardware! im not paying 349 dollars for this bull **** phone call for them to replace my hardware


edit: woo the local store told me to call 1800 SOS APPLE - i had no idea this number existed, the guy was very nice and pretty much laughed when i told him that the apple care number wouldnt talk to me (in a good jokingly way). He said that it definitely should not be starting to wear yet and sent me a box and a case number

in conclusion: call 1800 SOS APPLE rather than apple care...

 

great! thanks for reporting back with that advice, that should actually help out a lot of users, and it is great to see you getting the problem resolved, usually people just give up after the first try.

let use know when you get your machine back.

 

box should come in 1 - 2 days and he said it should be on its way back in 5-7 days after they receive it, ill be sure to report back when everything is settled!

 

thats their policy. its made perfectly clear too on their website

it sucks, but thats what it is. If its wearing real bad, chances are its your hands and whatever is/could be on them.

the majority of people have no wear issues, including me when i owned my MBP. I dont expect apple to do anything for you, and i dont think they should.

it is what it is dells policy is a little more easy going on the customer, but its a damn dell, blah.

 

what? their policy is a 1 year HARDWARE warranty which includes things like the machines casing, and all other parts, the 90 day phone support is for technical support not hardware warranty coverage.

 

yeah, honestly, i don't know what kgeier is thinking. the finish definitely should not be wearing out. the fact that it hasn't happened to him or most other users is exactly the reason why they SHOULD be giving you a full coverage for this. it most likely is the result of an improper finish job and you deserve to get it fixed.

looks like in the end they are taking care of it. good luck.

 

user wear and tear isnt, and never should be covered.

their policy is one year for hardware, but not for calling them.

i know for a fact that once your 90 days is up, your hardware support via telephone is gone.

 

it depends how "worn" it is. Some people just flip out over the smallest tarnishes on their new laptops, its a question of degree.

im not doubting the OPer at all, but if apple says no, they have a legit reason to.

 

keep in mind that even Apple may hire people that are just *******'s at their retail stores, most definitely are not, and are very good at providing excellent customer service.

but the way customer service usually works has already been laid out in this thread, as a business model, most small issues aren't considered unless the customer makes more of an effort in showing why they are right,

nothing wrong with that, I am glad that someone must actually show some initiative, the world is getting far to lazy.

 

(keep in mind i only read your first post so i dont know whats already been said) they told me that my phone support was up when i was having trouble with my ram, and its really not that hard to get them to help. just get a little bit of irritation in your voice and say something like "i think its rediculous that i should have to pay for help when its due to the fact that the hardware is made bad, and thats not my fault" or somethin like that. andthen ask to speak to their suporvisor. you get helped real quick.

 

Customer service is subjective...I'd say if it doesn't work the first time, call back and be a little more angry about it, and usually Apple will help you, their customer support is really good.

 

First off, I'd like to say that I'm sorry to hear that you've been having some problems with the finish on your MBP! Personally, I kind of like how little areas of finish come off the palm rests of a laptop because it shows me that the computer was "loved" and used (I know it might sound weird to some). That being said, however, I most certainly understand how someone would want to keep their lappy looking a perfect as the day they first got it ... I mean, look at all the money you just spent!

Second, as being someone who used to work for Applecare (the Canadian site ... handling both Canadian and American callers) ... please don't get too angry (and definitely don't yell) at the person on the other end of the phone! Don't forget, they have to follow policy and procedure that they may not like/agree with in order to keep their job, and it's no fun being stuck between a rock and a hard place!

I certainly agree that if one person's answer isn't to your liking definitely call again; as it could have been that person's first day answering calls and they certainly haven't come across everything! Also, if you still aren't pleased, you can always ask to speak to a "Product Specialist" (the next Tier of help) who usually have a better grasp on things!