mtouchette
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followup Re:1.67mgh 17" power adaptor fried a wire - 2007/12/02 14:18
when this happened, i posted for an adaptor on the local freecycle site. a few days later, i was back up and running, and felt compelled to give the local apple retail store some props. here is an excerpt (the original post gave specific location details and an outright pan of the store i first visited) of my followup post to the freecycle community...
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wow wow wow wow wow!
i can't say wow enough times!
some of you may remember i posted in the wee hours of thanksgiving morn for a laptop power supply. mine overheated and fried a wire. even
though it was under a three-year applecare warranty, i was apprehensive about going to a store for a customer service issue on
black friday; especially given i bought this used and had no paperwork
actually transferring the warranty to my name.
well, i'm in the middle of a freelance project and couldn't wait, so i
packed up everything, including the 'puter in case they needed to do a
serial number check against the paperwork, and went to an authorized
apple retailer prepared to do battle. i told guy #1 the warranty situation, and in the process mention i bought the item on ebay. he immediately interrupts to launch into s schpiel (sp?) about how he sees that all the time, people buy on ebay and get ripped off. (ummm, hello, i never said i got ripped off, are you even listening to me... ?) red flag number one.
guy #1 then takes a look at the broken part and confirms the warranty
covers parts and labor, but not for my issue. huh? i ask. seems he
also sees this all the time; and apple considers it accidental
breakage (isn't breakage usually accidental?), which they don't cover under warranty. i disagree with the
"accidental breakage" assessment and explain (again) how it happened.
i also tell him i did some research after the fact (using my old g3
powerbook) and that apparently this is a common problem with the power supply. all the while thinking to myself apple usually stands behind their product better than that, especially products with known issues. red flag number two.
the gist of it is, i can either buy an apple replacement for $80, or
the macally one for $50. i already know i can get the aftermarket
part online for $30-$40, including shipping. the question is, is
immediate possession worth the difference to me. i decide it is, and
go for the aftermarket part.
come to find out in order to buy the part, i have to give them my
personal information. seems a bit intrusive to me, so i balk.
partially because i have a thing about giving out personal information
for no reason, and partially because i've been feeling one of those
"can't quite put my finger on why" bad vibes since walking into the
place.
guy #1 had gone off to do other things while i made my decision, so
guy #2 and i have a little tete-a-tete about this requirement, during
which he tells me their bank requires them to get the information from
anyone using a credit or debit card. ok, could be true, but still
sounds weird. (red flag number three?) i instinctively opt out of the
purchase.
i check a few other places looking for the macally adaptor--remember,
i'm in the middle of a freelance thing and really don't have the
option of waiting for something to be shipped--and finally end up at
the apple retail store in short pump town center.
since i already know the damage is not covered under warranty, i leave
the stuff in the car and head in. the place is mobbed! i make my way
to the back of the store where the accessories are all hanging neatly
on the wall, but see only ipod stuff. a store representative sees my
wandering--no, make that lost--expression and asks if he can help. i
briefly explain my situation. sight-unseen, he's not sure if it is covered or not. we decide i should run back to the car for the problem part.
here's the amazing part...
within half an hour, i am in and out of there with a replacement part
covered under warranty no questions asked. on the busiest shopping day of the year, i go in with a non-revenue customer service issue, and
have this incredibly warm and fuzzy experience---HOW COOL IS THAT!?!
-------------------------(end excerpt)
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