A Positive-Negative Experience

With all the ongoing discussion about issues with MBPs and support, I thought I would share my story with the group...
I pre-ordered an MBP the day after they were announced. I was delighted with the upgrade to a 2.0 GHz chip at no charge and received my machine in very late February (only a few days late, all things considered).
Unlike many of my colleagues on these boards, I didn't have the CPU whine and the machine had only the slightest hint of noise from the inverter (which I didn't notice for weeks). All in all, I was very, very happy.
One week ago, however, I noticed a series of purple pixels in the lower right corner of the screen. While they appeared to be 'stuck', they disappeared at lower color depths and created a yellow 'smudge' that moved with Finder windows placed over them. After some research, some attempts to remember my programming training, and some online digging, it appeared that the video ram on the logic board had developed a problem.
This diagnosis was confirmed by the MacGenius at my local Apple Store; he was genuinely amazed as he had never seen anything like it. He typed copious notes into the repair order (even allowing me to review them) and off it went. Four business days later, my machine was back.
Things went downhill from here. I turned on the machine and immediately saw the pixel anomaly. Logging into a guest account I created for Apple, I noticed two things... 1) the desktop background had been changed, and 2) the brightness had been lowered to 50%, both designed to hide the anomaly. What happened, it appears, is that the technician at the repair depot ignored the comments, and decided to replace the LCD screen and backing, which he did (leaving tacky residue on the screen's edge) and, realizing that he had just wasted a perfectly good LCD, attempted to cover his tracks. I was not happy, at all.
Enter the Apple Store manager. He was very nice, managed to calm me down, and apologized for the error. He said that the machine could be sent back to the repair depot (no thanks) or that he could talk to Apple Care about getting me a replacement machine (it was a CTO so he could not replace it from store stock). He then pulled out a red phone (seriously) and twenty minutes later sent me on my way with assurances that I would receive a new machine and a $50 credit to my account for my trouble.
This morning, I received an email from Apple with an RMA and a new order #, and an additional email with a FedEx label. I dropped my machine off at FedEx and then called Sales Support, as instructed.
The representative there was incredibly nice, looked up my order, apologized for the inconvenience, and indicated that as FedEx hadn't yet scanned the package into their system he couldn't "release my order", but that as soon as FedEx showed receipt of the returned machine (not delivery, just that they had it in their possession) my replacement order would be released for manufacture.
Assuming all goes well at the FedEx station (knock on wood), my order should be released for manufacture tomorrow and I should have a replacement machine within a week.
Hopefully this machine will be in good working order (no LCD issues, no whine, no CPU noise - though I will just install the widget for that and be done with it if it comes to it), but I have to say despite the irritation of having a defective machine and a repair technician who mangled instructions that "a moron in a hurry" could understand, I feel good about my order with Apple and the way I have been treated.
They recognized the problem, admitted their fault, and are working (hard I think) to make it right. And if, 30 years after their founding, they still care about their customers, then I can only say: Happy Birthday.
To those of you out there with problematic machines, talk to the reps, be firm but polite, and ask them to make it right for you...I suspect they will.

Sorry for the delays in updating this...
My second MBP arrived on Tuesday... I was able to reinstall my system in about an hour and other than the maddening 10.4.6 related .Mac sync issues, all is well. This machine runs cooler than the previous one and doesn't have the VRAM issue. It does have one stuck pixel (sob), but it is thankfuly in the upper right hand corner and not visible when the screen is black (which my desktop picture is, so it doesn't bother me).
I called AppleCare and was able to easily move my Apple Care contract over to the new machine (and they even changed the start date from the date my first machine was sent to me to the date of the second, which was nice).
All told...I'm pretty satisfied with the way I have been treated by Apple. I have yet to see the $50 credit to my credit card, but that could take a little while... I was sans-MBP for about 10 days, but walked away with a newer (Week 13) machine that works...
Moral of the story: be firm but polite. Ask for a replacement if you need it. And work with Apple's reps. You'll get a good outcome.

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    For my heading style, I set the Following Paragraph Style in the inspector to be 'body'. Then, next time I choose the heading style, the Following Paragraph Style has reverted to 'same'. This is really frustrating. Is this a known bug, or is there an

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    Using iTunes 10.1 I exported my list of podcasts recently and iTunes saved this file as podcasts.txt Now I want to import that same list, there is no option to do this. How do I import it?

  • Sync Issues post 6.1.2 upgrade

    I updated by 4S to 6.1.2 today.  Now, I cannot sync my phone with iTunes.  It states that I need an additional 2.6gb of free space available.  I haven't added anything to the phone since the upgrade and it shows that I have well over 8gb of available