Re: my Apple is a lemon

[spec@vax2.concordia.ca (Mitchell Spector)]

In article Jennie Rivlin <psg92jr@prism.gatech.edu> writes...
>
>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.
[snip]
>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.

    Although you've posted to a non-Macintosh group (comp.sys.apple2
is for Apple II systems, the line that predates the Mac) reading about
your situtation was like seeing a flash-back of my own experience with
Apple! When I received my Apple IIgs system in January 1988, the entire
system failed hours after plugging it in. To make a long story short,
like you, I kept sending my system in for repairs and it would come 
back with the same or a new set of problems. It spend more time sitting 
at the authorized dealership (waiting to be repaired) than I had it at 
home and available to me.

    There were even times out of pure incompetence, the service
technicians damaged my equipment right before my eyes, plugging in
devices without turning off the main power! (About the equivalent
of a doctor performing surgery without scrubbing up first :) Due
to all these faults and long delays on their part, they had little
choice but to extend my warranty an extra year.

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

    To continue with my story, I was infuriated with Apple pushing me
around for two years. They told me the _exact_ same line you were told,
about it being Apple's decision to send the machine in for repair (time
and time again) and it wasn't the time to replace it since they were so
certain the problem would be addressed.

    I decided to stop dealing with the local dealer and even Apple HQ
in this city, and sent in my complaints to Apple Canada (in Toronto).
After writing several letters,  faxes and speaking to the head of
customer relations (I think, it was the head of some department) they
finally caved in. By mid-1990 I had *all* my hardware completely 
replaced by brand-new equipment (as luck would have it, this meant
receiving the latest ImageWriter II and IIgs CPU revisions). Still,
considering what I went through -- lost data because of defective
hardware, time without a system, dragging my system in for repairs,
etc, it was the very least they could have done.

>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.

    I lost my faith in Apple Computer many years ago. They abandoned
the Apple II line (the GS in particular) and seem to be headed towards
the same direction with Mac users years later. As far as I'm concerned,
I'll never buy another Apple product (at least not new) again. Just be
persistent and try dealing with people higher up. Good luck...

Mitchell Spector
spec@vax2.concordia.ca