AKICILJ: Apple "authority levels" in stores and above?

[seawasp]

(For those not quite aware of the acronym, it stands for "All Knowledge Is Contained In LiveJournal")

As those following my LJ know, a few weeks ago we had Issues getting Kathy's machine fixed; they claimed "water/liquid damage" and therefore wanted to charge $1200+ for repairing a DVD drive; what they showed me was most certainly NOT liquid intrusion from any source in MY house (it looked like a glue bead run down the joint, felt like one too)

The manager of the store was adamant that this was liquid damage, in no way attempted to even negotiate or even show anything but the most minimal level of retail politeness (i.e., keep voice down, don't let Annoying Customer get you to respond in an annoyed fashion), and showed no awareness or consideration of the fact that I've been probably one of the best customers of that store for years.

He handed me a card the second time I was there which lists his position as "Store Leader". What I want to know is how high up the chain that is, and what the levels above that are and how to contact them. Anyone know?

Comments

[martianmooncrab.livejournal.com]

The squeeky wheel gets the grease.

oh, and Happy Birthday!

[seawasp]

Yes, but I'm trying to figure out who to squeak at next, since the "Store Leader" is apparently deaf.

[redrose999.livejournal.com]

I went to the site can called the mac people there to get my first machine taken care of. The Mac store didn't want to take care of my machine.

[martianmooncrab.livejournal.com]

sometimes its easier to start at the top and let them work their way down, like Corporate HQ.

I got so pissed at a problem I was having with the VA one time, I wrote a 3 page rant to the Secretary of the VA to whine about it. I got the problem fixed too. I also learned the expression "Congressional investigation" when dealing with them.

Dont be shy, it gets you nowhere.

[joycemocha.livejournal.com]

Depending on your location, you might have access to an independent Mac store. I bought my desktop from one such and generally tend to go to them for my needs rather than the Apple Store.

[laptop-mechanic.livejournal.com]

You want to be talking to the Apple Care customer support types, not him. They're the ones with the decision making ability. A quick google search shows the number 1-800-275-2273. Call 'em up, and work your way up till you get somebody who can actually do something.

I wish they'd taken pictures. I really want to see what this looks like.

[seawasp]

Coming from a professional, I'll take your word for it and call them.

Well, if I am correct about this not being any liquid (and I believe I am), they would have been very ill-advised to take pictures. I simply didn't think of it.

I could just pop it open and get the pics myself, I suppose. It didn't appear to me that much disassembly had been done to get to that area.

[laptop-mechanic.livejournal.com]

It's not uncommon at all for pictures to be provided when something like this occurs during a repair, especially if you've sent your machine to a repair depot instead of a shop.


Do NOT attempt opening it up without reviewing teardown documentation someplace like ifixit first. In fact, I'd say don't do it at all. =) It's really easy to break stuff (especially the wiring harnesses).

[mrmeval.livejournal.com]

Contact the manufacturer and the store's corporate office and see how that goes. I don't by brands that are not considered ubiquitous and mainstream.

I don't buy products that have a brand name but have a different company listed as warranty provider which is usually the real manufacturer. If you buy it and find the questionable warranty provider hidden in the manual return the item.

[dragoness-e.livejournal.com]

$1200 to repair a DVD drive? I know Apple computers run a tad overpriced, but that is ridiculous! Geez, for a PC, you can get a new DVD player for about 50 bucks!

Apparently the guy just doesn't want to do business with you. You should accommodate him, and spend your money with one of his competitors, instead.

[argonel.livejournal.com]

PC laptops cost a little more than $50 to repair/replace DVD drives. Mostly due to the tight form factors and non-standard hardware. However for $1200 I can buy a pretty decent laptop or build a very nice desktop system.

If it was a desktop PC a brand new OEM DVD drive costs about $25 including shipping.

External USB DVD drives are about $40 including shipping and should be compatible with pretty much any computer. More hassle, but cheap.

Other than that I've got nothing. I don't think I've touched an Apple product in at least a decade.

[michael-ocd.livejournal.com]

Just dropping you a line to say, "Happy Birthday."

[groblek.livejournal.com]

I sent an email to a friend who works at Apple asking for his advice - he says he's got a couple of ideas but is doing some info gathering first. Hopefully he'll come up with something.

[groblek.livejournal.com]

So here's his response: "Short answer: call the main tech support line and ask for Customer
Relations. They are the best escalation path. Depending on the notes
left by the genius they can evaluate the alleged spill and override if
deemed necessary."
Hope it helps.