MORE Apple Support madness!!!

So…the madness continues. After all of the fun as outlined here and here, and thinking that “all was well” when I received the laptop package yesterday…all hopes were shattered when I started reading the form letter in the repair box!

The words “RETURN: CUSTOMER DECLINED REPAIR” jumped out at me and I wanted to cry. Quickly booting up my “fixed” laptop, I found that it was not fixed, just as the letter said. I had one hour before they closed to call Apple Care to find out what was going on. I called the numbers listed (800-APL-CARE)…tried the path through the phone tree that I did before, but there was no luck getting to talk to a live person. So I tried another route, the tech support option (#1). I finally got ahold of a support person and explained the situation. This guy was nice and got me to the Dispatch queue so that we could resolve it.

After waiting about 15 minutes in a phone queue, I finally got to speak to a dispatch person. He sounded like he was working in a hallway or something. He spent a lot of time reading through all of the notes. (Again, I was polite and relatively calm…which seems to work.) So, i found out why the certain series of Powerbooks had this issue. It had to do with how they were packed and that too much pressure was put on the screen in the packaging. (He also told me that this can happen if a laptop is packed in a backpack with books where there is pressure on the LCD.) I guess that he had some sympathy so he said they would make “an exception” and repair it. He also said that it looked like the laptop was supposed to be fixed but the “fix it” note didn’t make it in time and the laptop was shipped back prior to the repairs.

Anyway, the case is reopened, a shipping box is on its way and the repair will be done…famous last words…

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