Moving...

There are more updates...

I have decided to move this to a different page; it's no longer a blog, mainly because I find the reverse-chronology really irritating and can't find anywhere that does chronological order properly.

Go to the new page to find out the latest news (yes, there's loads more)

Redux - Day 46: What now?

Well, I called Trading Standards. They confirmed that what they wrote is what Apple said to them.

They advised me to email Apple back and specifically request a replacement machine, and emphasise that I am aware of the agreement they had with Trading Standards. Also, I am to specify that I should be made aware of the specification of the machine before accepting it, and it was agreed that it was "reasonable" to request a machine outside of the range of serial numbers known to be susceptible to the logic board problem.

I'll do that some time this weekend.

Redux - Day 45: Lies, damn lies

Get back home, and there's the email from Apple.

In order to help resolve this issue I would like to propose that Apple collect your machine direct and fully assess and report back to you with our findings and resolve any issues.

Once we have the machine we will be in a better position to resolve the issues.


Hmm. That's not what he said on the phone. So he's changing his story? That's not the half of it. I also got a letter from trading standards which said:

The company are prepared to offer you a replacement computer, which they state would be an ex demonstration machine, also that they would put a 12 month warranty on the machine.

That's three very different stories.

I'll call Trading Standards tomorrow and find out what the hell's going on.

Redux - Day 45: "Hello, this is Apple"

Got a call from Apple; they've had a letter from Trading standards, and "are prepared to take the machine back and attempt to repair it, but if we can't we'll give you a replacement refurb machine."

That's fair enough, but I've been saying from the start that I'm not willing to take on another repair since the last two repairs failed. I say I'll talk to Trading Standards and get back to him.

He did call earlier and left a voicemail, saying he'd email me so it's in writing as well.

Redux - Day 35: Oh yeah...

Nearly forgot, I phoned Trading Standards again; despite writing the letter on April 12th (day 29) they haven't received it yet. I sent it recorded delivery but to find out who signed for it costs £2.50; might as well send another letter (which I'm doing tomorrow).

Redux - Day 35: Result!

From: ["david"]@euro.apple.com
Subject: Re: Extension of logic board programme
Date: 18 April 2005 08:42:22 BST
To: [me]

Dear [me]

I am sorry for the delay of the confirmation email. As earlier discussed over the telephone, I have agreed that should the unit need another repair your service provider may call in for the warranty code. As long as your claim with the consumer boards does not take too long. The service provider may call in and refer directly to me so that I can issue you the code.

Redux - Day 35: Chasing, chasing chasing...

Called Apple. Requested email and confirmation phonecall. Checked they had correct email address and phone number. Asked whether someone other than David (name changed) could be asked to get this sorted. Confirmed that extension is actually on my case notes.

Rep (from Tech Support, not Customer Services) said he would email Customer Services with this request to save me being on hold for even longer. How kind.

Will try to chase Trading Standards about this today

Redux - Day 34: Even more chasing...

To: ["david"]@euro.apple.com
From: [me]
Subject: Re: Extension of logic board programme
Date: Sun, 17 Apr 2005 20:47:05 +0100

Hi,

I spoke to your colleague on Friday 15th April, and was told that you would email me within ten minutes. I have still not received an email from you to confirm the extension, and am now getting concerned given the deadline of the previous extension. I am requesting that you please email me, and call me on 07887 883883 to confirm that you have emailed
me.

I will attempt to call to chase this written confirmation again on Monday. However, given the multiple failures to acknowledge my contact, I feel that the onus is on you to rectify the situation, and expect you to call me rather than the other way around.

Please note that I am keeping a record of all calls and emails to Apple as I feel that these details may be relevant given the details of the case itself. I sincerely hope that the lack of a written confirmation of our verbal agreement will not be used by Apple as a way of avoiding the problem, and hope that there is no deliberate attempt to make things difficult for me.

Redux - Day 32: Yet more chasing...

Call Apple.

Could I speak to David [name changed] please? He promised me a written confirmation email on Wednesday, but he hasn't emailed me yet despite a couple of emails from me to chase. I'm only being pushy about this because the deadline is coming up [ie Saturday-ish] and I don't have written confirmation that you're extending things.

OK. Please hold. [hold music] I've spoken to David, and he promises he will email you in ten minutes.

Redux - Day 32: Not getting my hopes up, but...

At home (off work in the morning). Check my email, have I had a reply?

As. If.

Redux - Day 31: More chasing...

To: ["david"]@euro.apple.com
From: [me]
Subject: Re: Extension of logic board programme
Date: Thu, 14 Apr 2005 21:08:53 +0100

Hello again,

I have not yet heard back from you regarding the below. Could you please email me written confirmation of the logic board repair extension? The deadline is fast approaching and I would appreciate our verbal contract being backed up in writing.

I cannot check my email while I am at work, so I will call you tomorrow to confirm this.

Redux - Day 30: Chasing...

To: ["david"]@euro.apple.com
From: [me]
Subject: Extension of logic board programme
Date: Wed, 13 Apr 2005 19:43:57 +0100

Hello,

Further to our conversation earlier today (re: case ID [deleted]), could you please confirm that you have agreed to extend the logic board repair programme for me? I would like this in writing, and (as agreed) an email is fine.

Redux - day 30: The joys of Apple customer service

Called Apple about 9:30am. Lots of hold music, then ask to be put through to Customer Relations. Lots more hold music. Speak to David (name changed). Am asked why I'm in contact with Trading Standards when I've been offered a repair. Explain. Again. Am told David cannot authorise an extension. I explain that a while back I spoke to a manager called Maureen (name changed) who may be able to help. David promises to find out from Maureen and contact me back between 12 and 2 today (since the grace period runs out and I need to know ASAP).

At 2:45 I call to chase. Lots more hold music. Reps are starting to express astonishment at the number of notes on my account... Speak to Cheryl (name changed) who says she can "email Maureen". Explain (again) that this is urgent, and David already promised an early callback. Cheryl says she'll find Maureen and ask, will I hold? Yup. When she comes back, she's spoken to David, who will call back in ten minutes.

25 minutes later, David calls back. And they're going to put an indefinte extension on it. There was some technical info about how their system worked (why tell me?) but the long and short is that I contact an AASP and tell them there's a note on my account and they need to call Apple. He will confirm by email.

Hurrah. But why so tricky?

Redux - day 29: "Ha! You still have rights!"

Got home after a very long weekend where I kept on almost (but not quite) calling Trading Standards to chase. Called up, and was told they posted a letter a while back (I was expecting a call). Dived into the pile of junk mail and found the letter while I was on the phone. Unfortunately not all the detail was passed from Consumer Direct Wales to Trading Standards, so they didn't know I'd sent the letter and had a response from Apple.

When I mentioned that "I understood why they didn't want to replace a three year old machine because it's so old", the representative laughed and said "You still have rights!". She seemed amazed that Apple told me where to stick it. That's promising.

Also, because I bought it on credit card, both Apple and the credit card company are jointly liable. I was advised to send copies of receipts and correspondence to Trading Standards and request an extension to the 'grace period' from Apple (confirmed in writing). If they refuse, we'll "have to sort something out".

Called Apple Tech Support (no direct number for Customer Relations). They couldn't authorise an extension so put me through to Customer relations. After waiting on hold for 30-odd minutes I realised it had just gone 6pm. I wonder whether they had closed before I was put through, or they just ignored the phone until they closed? Hmmm.

Finding receipts (and credit card statements) from three years ago was.... fun.

Redux - day 18: This is not the Trading Standards you are looking for...

Called Trading Standards again... except it turns out not to be the real Trading Standards after all, but a middleman organisation called Consumer Direct Wales. Next time I'll make sure I listen to the recorded message between the hold music...

Anyway, after I told them Apple didn't give a stuff, there was a sharp intake of breath. I reiterated the problem and they confirmed that I am in the right - there are a few bits of vagueness I am unsure about, which are apparently irrelevencies, though of course they can't guarantee my success.

They promised to forward my query to the Real Trading Standards who should respond in 5 working days. As the one month's 'grace period' is coming up, they marked it 'urgent'.

Redux - day 17: We don't care if it's illegal, it's against policy

Right, now I'm fuming.

Got a call from Apple, and they said they won't do a replacement as the machine is three years old. They only do replacements after "a reasonable number of repairs" and then only if the machine is less than a year old. So what are the options for me? "A repair". Argh!

I ask about Trading Standards and their assurance that, if repairs are made and are ineffectual, that there is an entitlement to replacement. "You'll have to take that up with them, then, it's not in our policy to replace machines", I'm told.

So I decide to offer a compromise. If you won't replace the machine, will you (as per Trading Standards advice) offer a compensatory discount against me purchasing a brand-new machine? "No, sorry, it's against policy to do that, as well".

Fuck.

My choices now appear to be

1. Cave in, get machine repaired (and if it breaks again, the scheme has finished, so I'll be screwed).

2. Go to court.

I'll call Trading Standards again and find out what to do. Since I do kind of need my machine right now, I'm tempted to roll over and let them repair it. But then, why should I be bullied just because they're big and feel that they can flout the consumer laws?

Ironically, I was looking to get a Powerbook (when I'd saved up) and let Girlfriend have the iBook as a hand-me-down , but now I'm considering buying a replacement iBook then chasing compensation from Apple to cover that cost (or the resale price of the dead one). But I somehow feel that will leave the ball in their court, despite them losing out on a Powerbook sale (because one sale is insignificant, and they get an iBook sale anyway - why bother with my cae after that?).

Buggerbuggerbugger.

Redux - day 7: Legal enquiries and a letter

I have just posted a letter to the head of Customer Services.

Today I wasted a long lunchtime (I'll have to make the extra time back up) sitting in the waiting room of my local Citizen's Advice Bureau (they don't do a phone service except on Fridays). I swear that the universe stood still for over an hour - no-one said anything, no-one moved, no staff appeared. I left, frustrated.

Then I called Trading Standards and had exactly the opposite experience. Very fast at answering the phone, very helpful, the relevant info was given to me in about 5 minutes flat. The person I spoke to gave me his number so I can call him back personally. This is how it should be.

The upshot is that I'm entitled to a replacement under the Sales of Goods Act 1979, as they have attempted repair which has been ineffectual. This is despite the age of the machine as goods should be "fit for general purpose and durability", ie three years is not an acceptable lifetime.

[edit: attached letter]

Redux - day 2: No chance, sorry.

Got a call back from Apple. The guy I spoke to has said that a replacement for a three year old machine is not justified. I'm not after a brand new machine (though I obviously wouldn't complain) but simply a machine that works. Obviously swapping the logic board is *not* working, so I think a replacement is the only way to get rid of the gremlins. A refurb is fine, so long as it doesn't get the same problem again in three weeks.

Annoyingly they said to me "You'd better get it in quick because the replacement scheme ends this Friday". The cheek - I first reported the issue a long time back and - to my mind - this is simply a failure to fix it in the first place. I feel like this was a bit of pressure to stop me doing anything about it.... They have given me a grace period of a month to sort things out (ie find out my rights, etc), but only after I got a bit cross.

Oh, and just for the record, I saved their logic board repair program web page to PDF. You know, just in case.

I'm trying to figure out who to talk to (or where to google) next.

Redux - day 1: Straight to the top

I've just spoken to the Head of Customer Care at Europe after a friend provided me with the number. I've given him this site's address so he can see things from my perspective - I hope I haven't been blathering too much!

Should be getting a call back this evening or tomorrow.

Oh, and he managed to find my records. Guess it was just a computer glitch yesterday....? Then again, when I read it out today I got it wrong, so it was just as likely my fault. Got to go, my humble pie is getting cold.

Not My Problem field

Gah.

Called local AASP. They tell me they'll stick a new logic board in, test it, and send it back. But I've been here before, I protest; they tested it the last couple of times too, and it still came back faulty. Ah, says he, if we test it and it's still causing problems, we'll charge you because it obviously isn't a logic board problem.

Which is, frankly, a bit absurd. Apple tested it, acknowledged that it was a logic board problem, and attempted repair (twice) without success. Now I'm being told that if the AASP attempts to repair it and fails, I will be charged!

The guy recommended (probably to get rid of me) that I talk to Apple again. I really feel that, given that my iBook has now gone through three logic boards exhibiting the same problems, that simply attempting another repair is most likely to leave me in an identical position. The repairs Apple are doing are obviously not effective.

This has been discussed on uk.comp.sys.mac and people are suggesting that I should enquire about a complete replacement. Given the record with it (and the fact that John Lewis do exactly that after a machine fails three times) I think this is a reasonable thing to request, but I don't know whether Apple will be persuaded.

"We don't do that any more"

So I call Apple.

They've lost my customer number, and my case ID. Great start; so they have no records of the history - I'm glad I've set up this blog.

I explain what's happened (again), and they say they don't do the logic board failure scheme any more. WHAT?!

Turns out he meant that they don't do it themselves, instead you need to take it to an Apple Authorised Service Provider. My nearest one is is many, many miles away, and I don't have a car. I suspect this will be a nice long bus/train journey, and to top it all off I bet that they don't open on weekends so I'll have to take a day off work.

[swearing deleted]

I'll call up later and find out.

RIP. Again.

Am posting this from Girlfriend's iBook. Mine is officially dead.

Witness death throes (all images clickable):














(Wow, psychadelia!)









At least I have backups - good ones, and recent, too.

Time for bed. I have to get back up in four hours....

It's baaaaaack...

My screen is corrupting again. Restart doesn't fix it. Changing the angle of the screen doesn't fix it.







Hmmm.

I am concerned.


[edit: added photos]

It's not all happiness and light

Well, the screen is slightly misalined, so the latch doesn't catch properly. Oh well.

Worse than that though, is that over the past few days a crack has been appearing in the hinge area; it's right above the keyboard in the middle, and has finally cracked all the way through.

Something's not been put back together correctly. But.... given the history of this thing, I'll grin and bear it, unless it gets worse.

Day 73 - Could it finally all be over?

Well...

The iBook has booted OK twice now. No dreaded psychedelic screen of death. I say it booted "OK" because the second time it booted it gave the flashing boot folder/question mark icon for a brief moment. Hopefully that's the worst that I'll get.

There's a nice shiny new top section (keyboard surround) with the added bonus that the trackpad is new so there's no glossy wear like my old one had. Apple has replaced the bottom too (I don't know why; apparently it was damaged, see previous posts). I was worried that this would be the new 'opaque style' plastic, but it isn't; it matches the rest of the iBook.

Oh, and a bonus (or maybe two bonuses) - they did replace the port surround, which is nice, and it seems like the hinges may have been looked at as well. I'll have to give the latter some time to 'bed in' before I can be sure, but they do seem a lot smoother.

All in all, it feels like a brand new computer, especially after I've been using my girlfriend's clamshell iBook (OSX at 800x600!) for the past ten weeks. I forgot how small things are on this screen (that's a good thing, by the way).

Possibly interesting (but probably not) things I've noticed:
1. I never realised how much I used to fiddle with the slightly misaligned port cover (due to the damage). Some sort of comfort/nervous thing, I guess, like biting your nails. I've tried to run my finger across that misalignment a couple of times already, and it's not there any more!
2. The CD drive is slightly misaligned - it's a bit further in. I'm not complaining; I just wonder why, if they're exactly the same parts as used in the original manufacture of the machine.
3. A couple of my applications opened with windows in completely different places and completely different sizes than where I left them. I wonder whether Apple used these for testing or something?
4. The trackpad button seems more raised than the old one.
5. I think Apple cleaned the screen. I'm sure I left it quite dirty (fingerprints, dust, etc).

I hope that the byte fairy is on my side and I get no more problems. Will update in a bit even if everything goes OK, and will also write updates on my complaint letter to Apple and any response it receives.

Day 73 - A parcel's just arrived....

Just got back to the house and the next door neighbour's given me an iBook-shaped parcel that got dropped off at their place because I wasn't in. Update later....

Day 65 - Light at the end of the tunnel

Wow.

Today I just spoke to a woman at Apple who was extremely helpful and friendly. I'm still writing a complaint letter to Apple, but I am going to commend this person for actually going out and trying to help me resolve my problems, rather than just stick to what the book says. Hopefully she will be rewarded in some appropriate fashion.

I was actually called by Apple - the first time in this whole saga that I didn't chase them - and was asked about the cosmetic repair I specifically requested wasn't done. Well, I mentioned the damage that Apple did to my machine when they tried to repair it last time and asked whether they would do anything about it. Apple's logs were checked and there was no mention of me requesting this when I reported the second failure (but see my blog entry for day 42 - Monday, September 06).

Eventually, after being on hold for a while, I was told that they would repair, for free, the top part of the case (that they damaged) plus the bottom part - apparently this has a crack in it, but that's the first I've known of damage to the bottom. Pushing my luck with the fairy of niceness, I asked about the port damage (see day 1) and whether they'd repair it for £20 or something. They weren't sure, but I was told they'd put a note in - if the top and bottom case are being repaired then the port cover should be too.

Though I don't hold out much hope for the port cover, I'm pleased that
a) I spoke to someone helpful
b) they're repairing the damage they did (which also repairs the crack by the power button)
c) they're repairing the damage I wasn't aware of (and probably happened during delivery?)
d) the quote process took one day rather than three weeks

Might this blog (which I only set up today - the other posts are archives) be over in a day or two? I hope so.

Hmm. Creaky hinges were mentioned too. Nah, that would be too much good luck in one day.

Day 64 - Frustration, frustration, frustration

Checked the Apple repair status page on the web. It said that Apple had got my iBook back, but dated after that it said both "Hold - Problem deliving box" and "Hold - Admin requote". Did the former mean it had been fixed and the couriers lost my house *again*? The latter looked suspiciously like they were quoting for cosmetic repair like last time, which took three weeks for them to tell me it's a flat rate charge of £250.

I called Apple, and they confirmed that's what was happening. I said I specifically requested *not* to have cosmetic repairs because of the farce last time around (even though, when they returned it, they'd caused *more* damage) and they said "Well, that's the status...". I said, fine, I don't want the cosmetic repairs done. They said they can't change the status until they phone me with a quote. I tell them I know what the quote will be, and I don't want cosmetic repairs doing. They said they can't change it. I've taken the address for written customer complaints and will write a letter soon (pointing them towards this thread, I think).

I Am Utterly Pissed Off Right Now.

Day 59 - Hurrah! They found my house!

iBook is picked up. That's more than two weeks since I gave Apple the new address, and loads of phonecalls confirming and RE-confirming my new address. Argh.

Day 58 - Will I ever get my box?

By 4pm no-one had turned up, so I called the couriers. "We'll check with the driver and call you back in five minutes," they said. They didn't. I call back at 4:30. This time they *do* call me back in five minutes, and tell me that the driver doesn't actually know whether he has my parcels on board, but they're sending another driver to check. Er....?

At about 5pm I get a call from the driver, asking which number I live at. I tell him, and say that the guy I spoke to told me he'd supplied the full address, postcode, and even a map. "Nothing like that here, guv - just your street name". OK, we're at the end of the road - do you want me to stand at the door? "No, I'm back at the depot". Aaaaargh. I'm promised delivery "after 12 tomorrow".

Day 57 - Secret location

Despite full address and postcode, a map *and* my phone number, the driver still can't find my house. It's not even that difficult - a reasonably long road that's five minutes walk from the centre of town; in fact, our road is a turning off the High Street! Am told they'll try again Wednesday, and this time if the driver can't find me, he will call me for directions.

I shouted at Apple today - didn't change anything but made me feel better...

Day 53 - they still can't find my house

Called courier. Despite the guy I'm talking to providing the driver with the house number (in big red felt tip pen) they come back saying "can't find it, there's no house number". We do some more address confirmation and the guy says he'll send out the driver with the address and a map from multimap.com. But I won't get the box until at least Monday.

Day 51 - Where do you live?

The couriers that Apple use phone up, telling me they're unable to find my address. Why? Because they were given the street name but no house number. I give them the number and am told it should be out tomorrow.

Day 49 - Impatience

Still no box. Call again - "Should be with you in 2-3 working days." But that's what you keep saying and it's never true! Get passed around a bit only to discover the reason the box was 'delayed' is because the courier can't find my address. The reason? Because it bears no relation to my old address and very little to my new one. *sigh* Confirmed my address letter by letter, get told I should get an empty box in 2-3 working days.

Day 45 - Where's the box?

No sign of the friendly courier with an empty box. Phone Apple. "Oh, it's been delayed - should be with you tomorrow."

Day 42 - Call to request re-repair

I request a repair. "No problem". Give them the new address, get it confirmed back to me because of the Welsh spelling. All OK. I ask about the cosmetic damage that they caused - whether they can repair it gratis without taking 3 weeks to come back and say it will cost me £250 (like they did last time). Get sent in circles and eventually give up.

Day 40 - moving day

I move house today

Day 36 - Don't send it back, yet

Report failed repair back to Apple. They say don't bother sending it to us until you've moved house, because it will confuse matters.

Day 35 - It's dead, again

[Evening at some point - date stamps are not accurate for earlier blogs]

Restart iBook (for software updates, I think). Video b0rks. Cannot get it started properly again.

Day 33 - uh-oh?

First restart. Video b0rks again. Can just about restart in lowres, so backup. Then it starts OK - whew, I'm OK.

Day 30 - Trustworthy neighbours and an irritation

iBook is returned. Not to me, but to the local paintshop, where, apparently, the courier said "Hey, I've got a laptop for [our flat number], can you sign for it?". Lucky the paintshop know us and are trustworthy, huh? Otherwise they might just have kept it.

Open it and discover Apple damaged the casing, snapping off a 2cmx0.5cm chunk near the hinge. Probably in revenge for me refusing to pay £250 for the [same] part to be replaced. Cheers Apple.

Day 24 - How much?!

I call back. "It's on hold," I am told, "and you will be called with a quote in the next couple of days". I say that's the same story they've fobbed me off with for the last two weeks. They check, then put me through to customer service, where I am told that it's been on hold because they're waiting for me (!) to yay or nay the repair to the damage to the cover. The bit that I *didn't* ask to be looked at. I told them that I was waiting for a quote, and so they told me - all cosmetic repairs are at a flat rate of £250.

Once I'd picked the phone (and my jaw) off the floor, I told them I didn't want it repairing. Fine, I was told, we'll just fix the logic board at no cost. If I'd been told that repairs were a flat-rate £250 charge I would have said no right at the beginning, but instead they repeatedly tell me it's being assessed and to expect a call, and it's only when I get cross at this fobbing off that they put me through to someone who - wonder of wonders - is able to tell me straight out that it's a flat-rate charge.

Day 17 - We'll call you

I call back. "It's on hold," I am told, "and you will be called with a quote in the next couple of days". I say that I was told that before, and they ask me to hold on while they check. They come back and say they've escalated it, but I *won't* be called in the next couple of days, but they will as soon as they have an estimate for the repair. Remember that bit too.

Day 14 - more waiting

I call back. "It's on hold," I am told, "and you will be called with a quote in the next couple of days".

Day 12 - Don't bother calling on Saturdays

Haven't heard anything, so I call back. "It's on hold," I am told, "but we can't tell you why on weekends. Call back on Monday."

Day 9 - chasing the repair

Most people I asked about this got their machine back in a couple of days, so I called to see what was holding mine up. Not only had I not got it back, they hadn't even called me with a quote for the cosmetic repair. "It's on hold," I am told, "and you will be called with a quote in the next couple of days".

Day 4 - Courier arrives ahead of schedule

Courier arrives unexpectedly (ie not Monday as I was told). Lucky I was in. Hand him back the box, now with iBook safely cocooned inside.

Day 3 - Waiting for the courier

I called to ask them where the courier who was bringing me a box had got to - they said he'd be here Wednesday, and this was the end of Thursday. They tell me that the box hasn't been sent out yet and won't be with me until Monday.

Day 1 - reported logic board failure

Called to report logic board failure. Was asked if there was cosmetic damage which they could repair while they were at it. I said "how much will it cost", they said "we can't say until it's been assessed by our repair team". Remember that bit, it's important.

Seeing as I had a bit of damage to the port cover and a creaking hinge I thought I may as well get them to have a look. A few quid on a repair might increase its resale value, so it might be worthwhile. I didn't much care about the crack between the hinge and the powerbutton (caused when the hinge was much worse than now) because replacing the top cover would probably cost more than the effect on the resale value. Remember that, too - I *didn't* ask for the crack in the cover to be looked at.

Asking for a repair quote? Big mistake.