Case flaw - Very Disappointed by Apple Technicians at Apple Retail Store

Question

IIn the last month I have purchased approximately $12,000 worth of Apple computers all with AppleCare.
Among them is an Apple MacBook Pro 15" Glossy (S/N: RM8193*** <Edited by Moderator>), which is the subject of this posting. When it arrived I felt that the bottom half its case was mildly flawed. To be precise:
i) The left speaker grill is slightly bubbled;
ii) There is a more than acceptable gap between the keyboard bezel just left of the left speaker grill and the bottom case;
iii) All visible case screws (4 on the left, 4 on the right, 2 on the back, and 4 on the bottom) are counter-screwed rather than flush. In addition, the screw heads look slightly indented, in my opinion due to a bad screwdriver.
This MacBook Pro was ordered on May 11, 2008 and was delivered on May 15, 2008. I reported the flaws and my concerns to AppleCare via telephone on May 19, 2008. The support representative apologized for my inconvenience and told me that he could set up an appointment for me to go to the store to see an Apple Genius. I told him I was unable to go immediately but perhaps next week. He further, advised me that I have AppleCare until May 2011 and that I could logon to the Apple website to setup an appointment.
Anyhow, yesterday (June 15, 2008) I went to the Apple retail store at Alderwood Mall in Lynnwood (WA) and spoke to a technician, Jared, who told me that since I bought a refurbished MAcBook Pro (directly from Apple, might I add) there are going to be some flaws. Now if I had known about this in the very beginning, I probably would have spent another few hundred dollars to buy a brand new computer or might have insisted on exchanging back on May 19, when I discovered the flaws.
Hearing Jared made me a bit upset and I asked to see his supervisor. Lead Technician, Steven, came out inspected my MacBook Pro and told me that he believes that in his opinion everything looks within tolerance; though he agreed that the screws are slightly sunk-in (over-tightened). However, he declined to fix it stating that this is not a functional problem and more so an aesthetic issue. In my opinion, Apple products have a lot to do with aesthetics. If I wanted a functional notebook with low quality control I would have purchased Dells.
For my (your customer’s) satisfaction, I need you guys to replace the bottom case, the keyboard bezel and all case screws.
Hope to hear from you folks soon. It is a clear issue of Quality Control & Customer Relations.
Thank you!
Message was edited by: Omer (WA)

Answer 1

Hi Omer;
You are NOT talk to Apple here. You are talking to other users just like yourself. So there is absolutely nothing we can do for you. I would suggest you call Applecare and ask to speak to Customer Support. They might be able to help you with your problem.
Allan