Computer.

Having the worst luck ever with this stupid computer. 

I’m on the train home (on my ipad, yay! ) having NOT got my computer back today.

They managed to physically damage it while it was in their care. Actual chips in the side of the lid and tried to give it back to me... did they think I wouldn’t notice?

Of course, they are going to replace the lid and didn’t argue about that but my concern was that whatever had caused the external damage (something dropping onto it maybe?) could have damaged it internally so I said I wanted a new computer and they said no.... this conversation went on for some time. There were even a few tears shed but I couldn’t get them to agree.

So here I am, pounds poorer (another train fare) another day of my life I’ll never get back and still no computer!   

Was this through the apple store or a local repair shop? I'd complain to apple corporate if it was one of their locations.

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Apple Store!

Thanks Margo, do you think it would do any good?

Apple Store!

Thanks Margo, do you think it would do any good?

Yeah, corporate won't be happy to hear their techs damaged your computer while it was being worked on. They have policies and procedures for a reason and clearly they weren't followed and then they tried to fob you off.

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Oh, gosh, this just all.... [expletive deleted].... for you!  Hope corporate makes good!

Thank you both! 

Margo, any idea how to get in touch? I looked it up and found loads of people asking the same question and most of the answers seemed to say - don’t bother, just go to the Genius Bar and get your product fixed instead of moaning about it!
Of course, my problem now IS the Genius Bar!

Have you tried Apple Support?

https://support.apple.com/en-gb/HT201232

United Kingdom
0800 107 6285

Thanks lyonaria, yes. They try to help with problems remotely and if they can’t, they send you to the Apple store.

I actually spoke with a manager there before taking it in but I got the feeling that he wasn’t able to help much other than to tell me if I take it in, they’ll make it better. (!)

He was not a high up corporate type though.

I currently have a Macbook Pro....not likely to buy another....but if something like this doesn't get a good response from the head honcho's.....I wouldn't buy another one. If nothing else, Apple needs to provide better service.....not just ok.

It was shocking really. The head genius (they really called him that) was sent to talk to me after I immediately noticed the damage that they had caused and although he quickly admitted that they had caused it, I  had to point out to him that not once during the looong conversation, had he actually apologised to me.
Whoever did it knew they had done it, that sort of damage doesn’t just happen yet they called me all the way there and tried to pass it back to me as if nothing was amiss.

Apple is usually way better than that, so I'm a bit surprised. If it was me, I would try calling the support line and tell them what happened and ask them who you should contact OTHER than the store you've been going to. And if the UK line was't helpful, I would totally try calling the US number on Skype for free and see if they could give me the right phone number.
 
When I had an iPhone I had to call about an issue with it and they were awesome about it. I never had a problem with my Macbook Pro (its from 2010), I still have it and it still runs well. It's just slow and poky after all the updates and stuff that's on it.

I hope they handle this for you!

Thanks, I’ll try that. 

Gosh Larrabee, I'm really surprised you got treated so poorly.  It's always tough for me to go to an Apple store because they have their heads so far up their own butts.  Every time I hear the word "genius" I start getting angry and want to grab them by their little pony tails and start strangling.  apple, here's your first clue: if you call yourself a genius, you are probably not!

Anyway, I am baffled they just won't replace your computer, especially after breaking it.  I can't believe they are going to switch out parts, what a waste of time.  They must be planning to switch your hard disk into a new or refurbished model. 

Did you get pictures of the damage? 

Did you actually cry in the Apple store and they didn't give you whatever you wanted?  Unbelievable!

Thanks Jim! 

Yes, I cried. I could probably have held it back I think but I was upset and frustrated and I didn’t think a few tears would hurt. Didn’t help though, although at that point I was offered a glass of water!

No photos. They said because the lid is a replaceable part that there was no way they were obliged to do anything other than replace it even though it was their fault.

The girl who did the paperwork for me to check it back in actually tried to tell me that a screwdriver just sitting on the desk must have touched the lid and made the damage.
I may not be a computer person but I’m not stupid and that was just insulting. By that time though I had had more than enough so I just let that alone because honestly, I just wanted to get out of there.

Wow.  I'm really surprised.  Do they have a twitter or facebook page?  They must.

I had an old ipad for 5 years that is still in great shape.  Just the battery wasn't lasting so long and it was getting slow.  So last year for Christmas, my husband got me a new one.  When we were in Florida, I picked it up one day and it had a crack all the way across the glass.  I hadn't dropped it and have a super strong case on it.  I was SOOOO annoyed.

Anyways, I made an appointment for fun at the "genius bar" and they replaced the ipad as they could tell it hadn't been dropped by the type of crack!  You could have blown me over with a feather.  I thought for sure I was screwed.  So they should definitely be offering better service for an item that was damaged IN THEIR CARE!!!!

I had a similar experience as KFDANCER with an IPad that stopped working. They gave me a new one, no questions or receipt needed.