Well, my computer finally committed suicide...again

[ignom]

The backstory is that my last ibook (bought from either macmall.com or clubmac.com, I forget which) had to go to the shop on two separate occasions to have the hard drive replaced, when it went out the third time, I just gave up on it.

I bought this computer at CompUSA  around a year ago (it hadn't even been a year when it went in the shop this time. I have a three-year AppleCare Warranty). It worked fine until December, and in January, after the hard drive went out the first time, I took it in to get fixed. Supposedly, they "fixed" it, but it was freezing up and crashing alot and making weird noises.

Then programs quit working. I was using Mozilla and it quit working. I started using IE, and it quit working. Then I switched to Safari, and finally the computer died and wouldn't restart OSX. I tried to reinstall and even reformat, but it quit halfway though.

Whenever I would try to startup the computer, the hard drive or something would make beeping noises. (It also did this the last time the hard drive crashed, that's how I knew what the problem was. The first time it happened, customer support tried to tell me it was the cdrom making the beeping noises, but it wasn't).

So, I took it back to the shop and explained exactly what was wrong. The guy at CompUSA mailed it off. I never heard back until yesterday. Like I wrote before, he said Apple sent it back to him without fixing the hard drive, and they said the ethernet  plug was broken. I don't know why they were even looking at the ethernet, I hadn't said anything was wrong with it. Now they say it's broken and that it isn't covered under my warranty.

He left a message saying he shipped it back to Apple telling them to fix the hard drive.

Also, I had the guy at CompUSA send my AC adaptor with it because it is messing up. I have been through three adaptors on my two ibooks. They seem to break and short out easily, and they cost like $80 each.

Also, my battery that is supposed to have a four-hour life goes dead after about fifteen minutes. The CompUSA guy said he would put that in the notes also, but he didn't mention that when he left the message.

I tried calling him back yesterday afternoon, but he was already gone for the day, and the other people in the tech department apparently arent very smart.

[nishi]

here's the rough draft. anyone and everyone is welcome and encouraged to make changes and suggestions. so we can keep the draft clean, please select the sentence you're editing and post that with your comments in a new post.

<<Greetings.

I am writing directly to you to express my frustration and complete dissatisfaction with the service I have experienced with Macintosh products.

I bought my first ibook (insert model) (number) years ago and owned it for (number) years/months. During that time, it was in the shop on two separate occasions to have the hard drive replaced (was this under warrenty, Jason? If so, let's add that). When the hard drive tanked for the third time, I just gave up on the machine.

I purchased my current ibook (model) around a year ago at CompUSA, with a three-year AppleCare Warranty. The computer worked well until January, when the hard drive went out (for the first time). I returned the machine to CompUSA for repair; when it was returned to me as having been repaired, it was 'working', but would often freeze up, crashed a lot, and made odd sounds.

Then applications stopped running. I was using Mozilla, and it quit. I started using IE, and it quit. I switched to Safari (did it quit too?). Finally the computer completely died and wouldn't restart OSX. I attempted a reinstall and even a complete reformat, but it quit halfway through (the reinstall? The reformat?). Whenever I would try to start the computer, the hard drive would make beeping noises.

To say that I was frustrated at this point would be such a ridiculous understatement that it barely needs mentioning. However, I understand that machines sometimes go wrong – that's why I have a warranty.

I took it back to the shop and explained exactly what was wrong. The person at CompUSA mailed it off (I need a time frame for how long ago this was). I finally heard back from them yesterday. He told me that Apple had returned the computer to him without fixing the hard drive; they said the Ethernet plug was broken. I'm unsure why they were even looking at the Ethernet plug – as far as I know, there wasn't anything wrong with it. Yet. However, Apple says that it's broken and the plug isn't covered under my warranty.

The representative from CompUSA left me a message saying that he has reshipped the computer back to Apple, with a note to them to fix the hard drive.

I also had the rep at CompUSA send my AC adaptor with it – there have been problems with it as well. I have been through three adaptors on my two ibooks. They seem to break and short out easily – since they cost about $80 a piece, this is becoming something of a cash-suck.

Additionally, my battery that is supposed to have a four-hour life goes dead after about fifteen minutes. The CompUSA representative said he would put that in the notes that went back to Apple with the computer, but I'm beginning to wonder if the notes are even being read. (tempting to insert something about how hard drive and Ethernet plug both have "e"s and "h"s in them, although there the similarity ends.... But I will resist)

I am unsure of the problem. Apple makes great computers. That's why I keep buying them. I have a warranty that should be covering all these issues, but even if I didn't – the computer was less than a year old when things started going wrong with it. This is not the kind of product that Apple presents to the public and it's not at all what I expect from a mac. I expect reliability, longevity, ease of use and topnotch customer service. My expectations have not been met.

I would like to have this ibook completely replaced as I am not currently confident in the repair arm of your customer service team, and this computer is way too new to need this much work. I would also like some kind of explanation – a real explanation – about why associated things that should be working (the AC adaptor, the battery) are not working as they should be.

I would also like some kind of assurance that my faith in Apple products and service are still well-founded. That somehow I got a mediocre machine and then some kind of fluke error on the service end let me down. I have stood by your products – even purchasing another ibook after my previous machine had not performed well – and I hope that Apple still has a policy of standing by its customers. Currently, I am not experiencing that, but I am very much hoping that is a small blip on the radar or something.
>>

[cnamon]

Carol, you could make big bucks doing that.  Well done.

[nishi]

Carol, you could make big bucks doing that.  Well done.

if there is a company that writes letters of complaint... let me at 'em!

[ignom]

That sounds really good!

I was looking on the Apple website trying to find who I should send it to. I'd like to find several Apple associates to send it to. I was hoping I would find the names of specific people.

I'll probably also send it to the GM of the CompUSA where I bought it, as well as someone in CompUSA's corporate office.

I might add something saying that I switched to Apple because of all the minor problems I consistently had with Windows, but with Windows, it was just that, minor. I could always have the problem fixed within a day or two, as opposed to the now fifth hard drive I've had replaced with Macintosh, which has required two or more weeks each in the shop. Apple products are consistently more expensive than Windows products, and I expected that extra cost would offer some level of extra reliability with what I was purchasing.

[nishi]

i added your notes to a final paragraph. now we just have to tighten up the ending. it's too meander-y right now, although it makes all the right points.

<<Greetings.

I am writing directly to you to express my frustration and complete dissatisfaction with the service I have experienced with Macintosh products.

I bought my first ibook (insert model) (number) years ago and owned it for (number) years/months. During that time, it was in the shop on two separate occasions to have the hard drive replaced (was this under warrenty, Jason? If so, let's add that). When the hard drive tanked for the third time, I just gave up on the machine.

I purchased my current ibook (model) around a year ago at CompUSA, with a three-year AppleCare Warranty. The computer worked well until January, when the hard drive went out (for the first time). I returned the machine to CompUSA for repair; when it was returned to me as having been repaired, it was 'working', but would often freeze up, crashed a lot, and made odd sounds.

Then applications stopped running. I was using Mozilla, and it quit. I started using IE, and it quit. I switched to Safari (did it quit too?). Finally the computer completely died and wouldn't restart OSX. I attempted a reinstall and even a complete reformat, but it quit halfway through (the reinstall? The reformat?). Whenever I would try to start the computer, the hard drive would make beeping noises.

To say that I was frustrated at this point would be such a ridiculous understatement that it barely needs mentioning. However, I understand that machines sometimes go wrong – that's why I have a warranty.

I took it back to the shop and explained exactly what was wrong. The person at CompUSA mailed it off (I need a time frame for how long ago this was). I finally heard back from them yesterday. He told me that Apple had returned the computer to him without fixing the hard drive; they said the Ethernet plug was broken. I'm unsure why they were even looking at the Ethernet plug – as far as I know, there wasn't anything wrong with it. Yet. However, Apple says that it's broken and the plug isn't covered under my warranty.

The representative from CompUSA left me a message saying that he has reshipped the computer back to Apple, with a note to them to fix the hard drive.

I also had the rep at CompUSA send my AC adaptor with it – there have been problems with it as well. I have been through three adaptors on my two ibooks. They seem to break and short out easily – since they cost about $80 a piece, this is becoming something of a cash-suck.

Additionally, my battery that is supposed to have a four-hour life goes dead after about fifteen minutes. The CompUSA representative said he would put that in the notes that went back to Apple with the computer, but I'm beginning to wonder if the notes are even being read. (tempting to insert something about how hard drive and Ethernet plug both have "e"s and "h"s in them, although there the similarity ends.... But I will resist)

I am unsure of the problem. Apple makes great computers. That's why I keep buying them. I have a warranty that should be covering all these issues, but even if I didn't – the computer was less than a year old when things started going wrong with it. This is not the kind of product that Apple presents to the public and it's not at all what I expect from a mac. I expect reliability, longevity, ease of use and topnotch customer service. My expectations have not been met.

I would like to have this ibook completely replaced as I am not currently confident in the repair arm of your customer service team, and this computer is way too new to need this much work. I would also like some kind of explanation – a real explanation – about why associated things that should be working (the AC adaptor, the battery) are not working as they should be.

I would also like some kind of assurance that my faith in Apple products and service are still well-founded. That somehow I got a mediocre machine and then some kind of fluke error on the service end let me down. I have stood by your products – even purchasing another ibook after my previous machine had not performed well – and I hope that Apple still has a policy of standing by its customers. Currently, I am not experiencing that, but I am very much hoping that is a small blip on the radar or something.

I made the switch to Apple because of a long series of annoying minor problems I consistently had with Windows OS – but with PCs, it was just that. Minor. And software – not hardware.The problem was always fixed in a day or two. When I compare that to my fifth Macintosh hard drive – each of which has required two or more weeks in the shop – things are looking lopsided. Apple products are consistently more expensive than PCs, and I expected that extra cost would offer a higher level of reliability and relief from too many annoyances. No computer is without annoyance. Many computers function for years on a single hard drive, however.>>

[ignom]

I got my ibook back today. They replaced the hard drive AND the motherboard. And whatever was wrong with the ethernet plug seems to be fixed, I guess.

I still plan to send the letter, and I worked on it some yesterday. Mostly i italcized or bolded the important points. I agree that there needs to be an ending, and I've been thinking about that.

I still have to find the names of who it needs to be mailed it to.

i was wondering if the "completely replaced" part comes off as too demanding. I was originally just going to ask for a free copy of the new OS X Tiger.

They didn't even touch my power adapter. Since it's an old one, I'm tempted to take it back and complain that it worked when I brought it in with my computer.

[ignom]

I called customer support the other day and complained about the adaptor and they sent me a free one.

I tried to talk the guy out of a copy of OS X Tiger. That didn't work.

[nishi]

if they replaced all that (including the ethernet plug) and sent you a new adapter, i'd change the letter to say that this is the kind of service you had expected all along - and should have gotten.

instead of asking for a replacement, i would say something about the letter serving as documentation and that if anything else were to go wrong with the machine, that you feel it should be replaced. in the meantime, asking for a copy of os x tiger as compensation for your difficulties with their products and their service is probably not too much to expect.

mostly, at this point, i'd be asking why things are going so smoothly now when you couldn't get anyone to help you before, and then express your overall concern about the quality of mac products. they have temporarily addressed your concerns, but you are waiting to see how things work out in the long run.

[Bishamonten]

if they replaced all that (including the ethernet plug) and sent you a new adapter, i'd change the letter to say that this is the kind of service you had expected all along - and should have gotten.

instead of asking for a replacement, i would say something about the letter serving as documentation and that if anything else were to go wrong with the machine, that you feel it should be replaced. in the meantime, asking for a copy of os x tiger as compensation for your difficulties with their products and their service is probably not too much to expect.

mostly, at this point, i'd be asking why things are going so smoothly now when you couldn't get anyone to help you before, and then express your overall concern about the quality of mac products. they have temporarily addressed your concerns, but you are waiting to see how things work out in the long run.

And tell them your internet buddy wants anal with that high chick they had in their commercial.