my Apple is a lemon

[Jennie Rivlin <psg92jr@prism.gatech.edu>]

I have owned a PowerBook 5300cs for less than a year.  It has been sent
to Apple twice for MAJOR repairs... the first time the display broke and
was replaced, the second time the external monitor connection wouldn't
work and I think they replaced the logicboard.  I have had the computer
back for less than 2 months.  It is once again experiencing problems
(intermittent function of external/internal keyboard, serial port, power
adapter, disappearing RAM, frequent lock ups).  My software is fully
updated and been clean installed 2x during the latest bout of
troubleshooting.  The Apple techs think it is hardware again.

Now that Apple has had 3 chances to deliver a quality product, is it
time for them to replace this machine?... why should I *again* be
inconvenienced and have to do without my computer?... in addition, I
WILL NOT be able to send in my machine for repair until after Summer
quarter at Georgia Tech... I am trying to defend my thesis!... so here I
am, working on this tome... and cursing Apple at every malfunction.

Apple customer service reps have told me, "it is Apple's decision to
send the machine in for repair, not to replace it at this time."  The
fact that my needs are not being met (1. I need my computer, especially
now, and 2. I need to feel they are responsible providers of a *quality*
product - in order to continue touting Mac over PCs and recommend them
to friends, collegues, and co-workers), does not seem to phase them.

I asked to be put into contact with someone else (higher up) and they
referred me to the Acting Senior Representative of Customer Service... I
called and left messages on her voice mail 3 times last week.  When I
didn't hear back I inquired with Customer Service and was told that,
"she does not take phone calls, you were authorized to contact her only
by letter."

Now, why would they direct a dissatisfied customer to someone I am only
"authorized" to contact by mail?  And why, after recieving my messages
about who I am - "a disatisfied customer" wouldn't she at least have
*someone* reply to me?

Can you tell me... am I out of line to ask for a new machine at this
point?

How can I continue to have "faith" in Apple and their products after the
way they have (mis)handled this situation?

I have been a Mac Addict for so long!... I feel like my team has
abondoned me.

thanks for your reply.

Jennie Rivlin
Georgia Tech School of Psychology
psg92jr@prism.gatech.edu
http://www.prism.gatech.edu/~psg92jr
(404) 370-1762