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Apple, AppleCare, business decisions, computers, liability, productivity, technology

GrrApple

Consuming My Time And Energy

Arrrrgh!

Saturday, October 13 at 12:20 pm, I have an appointment at the Apple Store in Wayne, NJ to have my iPhone replaced. I just got this one about a month ago. The Home button on my old iPhone 4 stopped working (after about 19 months of heavy usage) and they gave me a new one. Having everything backed up, I could get a new phone set up pretty easily.

This week, when receiving calls with this new device, I could barely hear through the receiver, meaning the slit at the top of the device that you hold to your ear. The speakerphone and earphone jacks worked just fine. But using the phone as an actual phone wasn’t a satisfying experience.

I had of course done all of the troubleshooting: turning the phone off and on; resetting it; and lastly, restoring the original settings and software. AppleCare gave me an appointment at the Apple Store. Off I went, 18 miles to the Willowbrook Mall.

Being the proactive geek I am, I brought my damaged MacBook Pro with me. (This is the computer I spoke of in my previous post). I figured, while I’m at the store, let’s make sure all the dots are being connected. Maybe I can get the repair done.

Upon arrival, the store is mobbed. I wait to check in. The fellow who checks me in is pleased that I’ve done my troubleshooting and am using appropriate terminology. I also explain my MacBook Pro issue. He looks concerned and assures me he’s on my side. He sets up a separate appointment for me so I can address this with a Mac Genius.

As I sit at a table and wait for help with my iPhone, I receive a message from my business voicemail. It’s from a woman at the very store where I am now seated. The display for my MacBook Pro has arrived. Would I make an appointment for the repair?

Would I? Woo hoo!

The iPhone Genius wraps up with his previous case and comes to me. I explain the problem. He looks the device over for abuse and, finding none, calls the store with my phone to test it. “Wow. That’s bad.” So we’ve determined, once again, that I ain’t crazy. He’ll go grab me a new phone.

As we set about erasing my old phone and initializing contestant number 3, my MacBook Genius comes a-calling. I hail him over and fill him in on the situation. He says he’ll start running diagnostics on the computer. Diagnostics? For a screen hole? Yeah, OK, whatever. Just be gentle. It’s been traumatized.

I finish up with the phone and join my computer at the Genius Bar. I explain once again what the issue is, show the gentleman the paperwork from the Repair Center and point to the hole in the screen. Yes, the hardware diagnostics are fine. The problem is not internal. The jerks who replaced the innards poked a hole in the display. They did it. Not me. Apple acknowledges this. Apple has to fix this. Now. Preferably while I wait, please.

The young Genius goes to find the parts lady. He comes back and tells me the computer has to go back to the Repair Center because they broke it and the warranty is with them. If they fix it at the store, it will cost $600.

I beg your pardon? I have APPLECARE. APPLE DAMAGED MY COMPUTER. YOU, THE APPLE STORE, WHO SENT IT OUT IN THE FIRST PLACE, ARE GOING TO REPAIR THE DAMAGE DONE TO THIS COMPUTER AT NO FURTHER COST TO ME. AM I CLEAR?

He goes to the back again and returns. Oh, right, you have AppleCare. It IS covered. They’ll do the repair under warranty at the store. But it’s a delicate repair and can take up to 5 days.

I take a deep breath.

Do this right, please? I need this machine back in working condition. Quickly. No holes, bangs, or scrapes. Everything working to spec. Please.

Yes, we’re on your side. I’m sorry about this.

Not as sorry as I am.

Let’s see how long this episode takes.

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About traceysl

Author of the groundbreaking book "Dementia Sucks", Post Hill Press, May 15, 2018. Digital Artist, creative technologist, problem-solving lover of life. Having cared for my mother, who died on April 14, 2015 after a long fight with dementia, I have refocused professionally to helping others through my experience. My company, Grand Family Planning, provides education and Family Coaching / Support Services. In this way, I share my knowledge and give meaning to the tragic turn of my parents' journey through the misery of dementia.

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