Manufacturer Warranties and Protection Plans

[kyle272]

Quick version- Laptop didn't work (HD failed), took it in, it got sent out, it came back, I was happy.  Brought it home, after about an hour wireless signal dropped, wouldn't reconnect.  Tried restarting/turning on and off Macbook/modem/wireless modem in different sequences, didn't work.  Reinstalled OS, didn't work.  Bought new wireless router and modem, didn't work (and I made sure they were Mac compatible).  At this point i'd like to point out my girlfriends PC and my Imac/Ipod touch/xbox 360/Wii have NO problems at all.  Brought it back to Geek Squad, they hook it up to their wireless network and come back in an hour and wouldn't you know it, it dropped signal and they had the same issues I had reconnecting.  So back out my laptop goes, comes back in a few weeks, I was again happy until I was told it came back "no problem found".  So I took it in hopes that maybe it worked itself out, nope.  Took it to the "tech bench" at the Apple store and before I even got finished telling them what happened, I was told that this is common among some Macbooks when the network card goes bad which rarely happens. . .or so im told.  Also checked out the Apple support website which said the same thing.  Came back to Geek Squad and told them and showed them this info, also saved the info that came up in the Mac Console when this happened.  They told me that it isn't up to them, it is sent out to an offsite service center and it is their decision.  I was told they would in all likelihood send it back "no problem found".  So I dont know what to do, I was told the 3 year PSP/PRP with accidental was supposed to be there when I needed it, I bought it just in case something happened, now it seems like they just took my money.  Should I try to replace the wireless network card myself?  I'm really out of options and I really hate not being able to use  something I spent over $1,000 on.

[logikil]

Replacing components on a unibody Macbook is not a trivial process. There are guides out there, but if you decide to replace it you are replacing the network card on your own dime. No way that is fair when you have purchased the performance plan. I would be looking to take the system back to Geeksquad team and have them get a manager. Show them any information that you have from the Apple Genius team at the Apple store, and have them try to connect to the wireless. The biggest problem with the PSP as far as customers go is that they are allowed to try to fix the problem a certain number of times, but I believe that number is limited when at which point the laptop is officially considered a lemon and should be replaced. When you get the system back do not leave the store until you can prove that the laptop will connect to their wireless network. If not then you grab yourself a manager again. Just make sure to always stay courteous and not lose your cool. As someone who has worked customer service in many different respects, you rarely get what you want by kicking up a storm.

[bhatiadk]

The whole idea of Lemon is that we will try three time unprofessionaly and then if we fail then Lemon. Buy straight from apple and get their plan - same cost, professional, majority of times they will fix problem onsite. I have seen them fixing laptops, replacing boards, changing glass on ipod touch etc.....

[Nokia]

Yes, because they only have to stock parts for, and know how to fix, apple products. Imagine if apple sold 50000 different products. Do you think they'd be able to fix them all in-store?

[bhatiadk]

No and I get your point. But the original post has to do with Apple product. And, apple can diagnose most majority of them in-store. More importantly, apple describes their plan to customers as it is written, and honors they way it is stated. Bestbuy used to be good, I have heard as I don't have experience as nothing broke for me, but on two occasions I have interacted with Geek Squad, I am sorry but their extent of knowledge is shallow. They do talk a lot, but talking more does not translate into knowing more.

[Nokia]

Yes, it had to do with a macbook. That's where the similarities end. Nothing else you said had any relevance to this thread.

[logikil]

I'd agree with Nokia. Of course Apple is going to have an easier time repairing their products in their own store, but you can bet that replacing a whole laptop straight out isn't going to be any easier with them than it is with Best Buy. At best you are going to have folks who are obviously more knowledgeable with the equipment. Still though, your situation definitely sounds like you have met the requirements to fall under the Lemon Policy. If your store is handling the situation poorly, talk to managers, try a different store, or call the PS line directly. Assuming you are entitled to the replacement there really is no reason for them not to provide it.

[Nokia]

The No Lemon policy replaces the laptop after three qualified repairs and a fourth diagnosed failure. A qualified repair is a non-consumable hardware replacement that fixes a problem. Since this customer is getting "no fault found" diagnoses, none of these have gone toward the NL policy.

[bhatiadk]

@Nokia: Do you work for BB? The guy in the original post clearly has a problem. It does not work at home, does not work at Geeks desk, does not work at Apple store. Just because someone annotated at service center "no problem" means problem solved? If a store gets 1000 repairs then the service center gets, may be 100,000 repairs. The way they test is read the reported problem, turn machine on, card works for five seconds, ok "no problem".

[Nokia]

I never said he doesn't have a problem. What's your point?