Complaint on Macbook Air Repair - To whom this may concern

Question

Complaint on Macbook Air Repair - To whom this may concern
I would like to file a complaint through this community regarding my encounter with the Apple Hardware Repair Service in HongKong involving both Apple Technical Support in Hong Kong (Tel: [phone]) andAuthorized Service Provider - Wah Fung Computer Services Limited.
For background information, I had purchased my Macbook Air 11" (Late2010) at the end of October 2010 in Hong Kong (with valid purchase receiptstill with me). The machine to this date is still under the standard one yearwarranty. I am one of the first to pre-order this machine when it was firstannounced back in late 2010 and waited for the pre-order to arrive for 3 weeks.So you can see how much desire and hope I had on this machine.
Just about 1 and a half week ago, the MBA screen failed. About 50% of thescreen turned bright white, while the rest of the screen is still displaying.It just happened overnight with shutting down the MBA, closing the lid and thescreen failed the next day when being turned on. At this point, I must stress that the condition of my MBA is as follow:
- No scratch, no cracks and no dent on the monitor lid and the rest of theMBA body;
- No scratch, no cracks and no dent on the monitor glass;
- No scratch, no cracks and no dent on the inner surface, i.e. keyboard;
- No visual damage or any sort;
- No dropping or no sign of any impact suffered; (Again no cracks ordented surface);
- No water damage;
Unfortunately, when I bring this failed machine to Wah Fung Computer ServicesLimited (Authorized Service Provider in Hong Kong) for carry out repair worksthat is covered by warranty, Wah Fung had informed me that they considered themachine had suffered "physical damage" and whether the machine isconsidered under warranty is out of their jurisdiction. Hence they advised meto contact "Apple Technical Support Hotline of Hong Kong - Tel: [phone]" to explain to the representative regarding my case for their followup. Despite disappointment on the Authorized Service Provider, who had notproactively follow up on my case and instead "kick" the responsibilityball to the Apple Technical Support Team, I nevertheless had gone through thetrouble to contact them to explain my case. The first time I contacted Apple Technical Support is on July 18, 2011, I explained my case and the representative informed me that she will get back to my by Wednesday (July 20).
On July 21, the same representative called me back, again informing methat the machine had suffered “physical damage", which had not seen or comeinto contact with my MBA. I again need to explain to her that my MBA had notsuffered any scratch, cracks or dent or even any sign of physical damage. Therepresentative then transfer my line to "Customer Care and RelationsRepresentative", which basically throughout our whole conversation had continuouslyto repeat the phase " physical damage" without offering any customercare at all. This Customer Care Representative, who again had not seen or comeinto contact with my MBA, had informed me that the Technical Engineers in UShad made the "final" judgment that my MBA had suffered "physicaldamage". And so how did the US Technical Engineers came to this"final" judgment?? The Customer Care Representative told me that thisjudgment was made from by looking at "PHOTOS" given to them by thestaff in Wah Fung Computer Services Limited (Authorized Service Provider inHong Kong). So again the US Technical Engineers, who had not seen or come intocontact with my MBA, had came up to the "final" judgment that my MBAhad suffered physical damage and then telling me to pay $6300 HK dollars(approx. 808 US dollars) to repair the monitor while a new 11"inch 64GBMBA is costing $7688 HKD ($999 USD) The Customer Care Representative cannotexplain or proof to me the cause of the physical damage, according to her, thisis because all the people and engineers, who most of them had not even physicalseen, examine the MBA had said that it is cause by physical damage.
To be honest, if I had crashed, hit, hammered, or accidental dropped orimpacted, water damaged my MBA in any sort of way or if the warranty had beenexpired, I am willing to accept it as physical damage and pay this money to getmy MBA repaired or consider other option to get a new one. However, without anyphysical or visible damage (or any damage mentioned above) of any kind, andwith the MBA still under warranty, but I am still being accused of implyingphysical damage on the machine without any evidence and need to pay huge sumsof money for its repair, then I am really disappointed with Apple's service andthe so called "warranty". Every hardware product can basically haveno warranty, because every failure as defined by Apple can be"physical damage" that may occur without any impact, scratch, dent orcracks, no matter it is hardrisk or motherboard, whatsoever; even it may havemanufacture defects or latent defects. So what’s good with the warranty andApple care plan??
I hereby summaries my points as follow:
1) No physical damage on the machine, no scratch, no cracks and no dentetc;
2) The people and technicians who refuse to repair my MBA and decline itsvalid warranty for repair service, calling this as the "final judgment", had NOT physical seen orexamined my MBA and so called "final judgment" are made by photos;
3) No proof on the machine had suffered physical damage, why it is not manufacturerdefects??;
4) Authorized Service Provider and Apple Technical Support Hotline bothkicking the ball to each other on the repair service
I sincerely seek the community attention on this matter as it had beenfustrating communicates with the Authorized Service Provider and AppleTechnical Support Hotline in Hong Kong. I hope Apple can look into the situation, examine the machine to realize that it had not suffered any damage and offer me the repair service which I am entitled to under warranty.
Below are my details:
Apple Technical Support Hotline Case No: 233 459 569
Macbook air serial no: C0****X
Hong Kong Authorized Service Provider: Wah Fung Computer SevicesLimited.(Tel: [phone])
Apple Technical Support Hotline Tel: [phone])
The above are all refer to Hong Kong.
Thank you for your attention.
Winston Kwok
<Edited by Host>

Answer 1

Won't do you any good to post this here since (1) this particular area you are in is a forum for discussions regarding the general Apple Support Communities and not about hardware, software, etc. and (2) this is a user-to-user site and there are no Apple officials here.
Print out your post here and mail it to:
Apple
1 Infinite Loop
Cupertino, CA 95014
408.996.1010
Make it Attention: Customer Service or call the number listed and ask for Customer Service.
Be sure to include any photos or proof you have that when you took the computer in there was no damage.