Defective Batteries and Apple Customer Service

I just spoke with Apple Customer Service today about the battery in My MBP 2.16CD, which is, according to them, defective. However, since it just recently became unable to hold a charge, and is 1 month out of warranty, they will not replace it. This is despite the fact that it only has 99 cycles on it, and will only hold a 1800mAh charge!
I am very dissapointed that they would admit that the product is defective, but not offer any recompense. I know its out of warranty (by 1 month, it was a replacement battery) but it seems dodgy that they would refuse any sort of service. Has anyone had similar experiences? Is there any consumer legislation that can be brought to their attention?

Hi,
I have the same experience with a dodgy Customer Service. At a service point in my city they told me that they would repair the battery for free, but since i bought it at apple directly i should first asks permission via Customer Service. And after a 30 minute wait on a mobile phone they told me; out of warranty even though 70 loading cycles is not normal for a mac-book-pro battery. I send them a letter, but no response. They like to tell you that since its a battery, you can never claim more than the 1 year warranty; which i think is nonsense, since it is an advanced power device with its own set of chips en led indicators that happens to hold a battery. Anyway; very frustrating indeed to communicate with the boys and girls from Customer Service, and no positive result. It was my first experience with them [and i'm using apple since 1990!] and so far so bad.

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    So to all the users with issues including, but not limited to, whining, mooing, discoloration, and the various other hiccups:
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    I sorta dropped My '09 MBP within the first month of receiving it. It slid off my lap while the lid was open, and caught the unibody, but the lid has a small depression by the power button.
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  • How can I send an e-mail to Apple Customer Service?

    Does anybody know how I can reach Apple Customer Service via e-mail?
    Since they repeatedly delete the questions I post to this discussion platform, maybe I can communicate with them via e-mail.
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    Any help/hints would be highly appreciated.
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    Unfortunately, that email address is not Customer Service; it is for problems relating to your Apple Support Community account only and will therefore most likely not have the desired results.
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  • We need a new section entitled:  Issues With Apple Customer Service

    "This Feedback about the Discussions forum is intended for questions about how to use Apple Discussions and for general constructive feedback about how the Discussions system is operating or how it may be improved. Please use this forum appropriately. Failure to do so may result in your posting privileges to this forum being disabled.
    If your question concerns a hardware or software technical issue, please do not post in this forum — instead, go to the Apple Discussions Homepage, select an appropriate product category and follow the links until you reach the correct forum for your post, then click the Post New Topic link. "
    Alright, I have a suggestion for improvement. We need a new forum section for complaints about the way Apple is treating us.
    To make sure I'm being clear, let me give you an example of just such a post that may be included in such a section.
    I ordered online the family packs of Leopard, iWork '08 and iLife '08 on November 6th. I received an email telling me my order had been shipped on November 7th.
    On November 9th I decided to check the progress of my shippment by logging on to FedEx. To my surprise, it had been delivered! Not to me but another party. I could download a PDF from FedEx and see the signature.
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    On 11/13/2007 I spoke with an Apple Customer Service Representative and received an Apple Issue Number and Case Number. I was told that it should be resolved in a few days. It wasn't.
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    However, there is no way to reply to these form letters. The only way to stay in touch with Apple is to call and be put on hold.
    Twice, after giving them my order number and being put on hold "while they look up my records" or whatever, the call was disconnected. I'm not saying they did so on purpose but the results were the same. Another call, another round of giving my order number and explaining to yet again a new person the details of the situation.
    I've had many problems with Apple since becoming a customer in June of 2006 but I just can't let this go. I need a place to warn others. If you buy something, you might be better off buying it from a store instead of on-line. This kind of information is needed to warn others concerning the business practices of Apple should something go wrong. This is why we need a new section for putting forth such complaints.

    It seems to me that the real problem here is with FedEx, as I have encountered similar types of problems with them in the past. Even though a signature is required, I have had packages left on my porch. When I enquired, someone had actually signed (i.e.forged) my name! Other times it has been left on my porch with some other signature. When I call to complain, FedEx just seems to think there is no problem as long as I got my package. They seem totally unconcerned even though a signature is required and I definitely did not authorize delivery with no signature. I have expressed my concerns directly to Apple, but have no way of knowing if it has done any good. I think this problem is worse with FedEx ground, as that is contracted out. Around here anyway, i think the drivers will sign the ticket and leave the package just so they won't have to make another trip. It's not right, and it's not supposed to happen this way, but i know it does.
    Apple entrusted your package to FedEx in good faith that it would be delivered to you, and that your signature would be required for you to receive it. That should have resulted in you receiving it. however, due to a false signature, you did not. Clearly, FedEx is responsible.
    If the package was supposedly delivered to your address, but has a false signature, I wonder if the driver might have signed the delivery ticket or gotten someone else to sign it and just left it on your porch or something like that. If so, it could have been subsequently stolen. If something like this happened, it might explain why things are so bogged down in the investigation at Apple. From their viewpoint, the package was delivered and a signature was obtained and they are probably being stonewalled by FedEx.
    A user to user discussion forum such as Apple Discussions won't help with delivery problems. It's best to report them directly to Apple as you have done. If you continue to have problems, you can call Apple and ask to speak to Apple Customer Relations. They may well be able to cut through the red tape. You could also express your concern in the "Feedback to Apple" section. Maybe if enough people complain, they might consider awarding the shipping contract to someone else. Or perhaps the other shippers are even worse.
    One of my recent shipments was evidently lost in a typhoon. But when I called Apple, a replacement was sent out immediately. This is more what I would expect of Apple, and you have every right to expect similar treatment.
    If FedEx delivered to the wrong address and got a wrong signature, they should be expected to go back and retrieve the package. But if they delivered to your address and did not get your signature, then you would be well within your rights to go to your local Better Business Bureau and file a complaint against FedEx. That might possibly get some action of some sort. FedEx cannot ignore the BBB as easily as they can ignore you. If your signature was actually forged, you will certainly be able to prove that the signature on the delivery ticket is definitely not yours. And you could forward the BBB complaint to Apple. I don't know if this would help or just muddy the water, but it would put a little more pressure on FedEx I would think.
    In the meantime, I would certainly speak to Apple Customer Relations and see if they can help you out here. They want happy Apple customers, and I think they would like to know about the extreme frustrations you are experiencing through no fault of your own.
    I sympathize with your problems, and I hope that you are able to get them resolved soon.
    Good luck!

  • Apple Customer Service - Where can you find it?

    Why can't you contact Apple support, the automated system ask a question then automatically gives you a bogus high call volume and hangs up on you. Frustrated, On the 12th I stayed up most of the night to pre-order, at 3am on the morning of the 12th the website was not available, I ordered a 6plus around 9:00am. The conformation said 1 to 2 week delivery, and I spent $1,000.00 for the 6 plus, when I went back to check the order status it now says 3 to 4 week delivery. Then I tried to contact Apple Customer Service "what a Joke" to see if I could expedite shipping, it is impossible to get someone to actually talk to you, when you follow the instructions of the voice automated system and provide the answers the system ask, it then says call volume is to high, I have done this three days in a row, and get the same message regardless the time of day. I ordered the 6 plus because my corporate team asked if they can switch from the droids. If this is what Apple calls Customer Service, I will think twice about ordering X,XXX plus phones. What happen to Apple, they use to be service oriented. If you can't speak to someone about issues, and needs, then the phrase CSR Customer Service is invalid, and does not exist my world. If I treated my customers this way, I would lose $500mm in business. What a hype, take the order, then change delivery several days later.

    Did you call the 1 800 MY APPLE number? Or try chat on the Apple store site?
    https://secure2.store.apple.com/us/sign_in/order?c=aHR0cHM6Ly9zZWN1cmUyLnN0b3JlL mFwcGxlLmNvbS91cy9hY2NvdW50L2hvbWV8MWFvc…
    Other than this, there isn't anything your fellow users here can help you with unfortunately.

  • Complete apple customer service incompetence

    Well, I'm not sure where to post a statement like this but here goes...
    At the beginning of September, I had ordered a new 15 inch macbook pro from apple with the quicker hardrive, which proceeded to arrive within the the next week (good job there). The problem came when the trackpad and keyboard started to sporadically cease responding (while external keyboards and mice would function just fine). Eventually they stopped working all together. This was within the first week of owning the computer. After taking it to the nearest apple authorized dealer/repair shop, the computer was diagnosed with an extremely rare bug/flaw. Apple decided to take the computer back and do an exchange. The problem was, in order to send the computer back, I still had to wait for the special fedex shipping labels from them to arrive. After about a week the labels had not yet arrived, so apple gave me the special numbers without the label to get the computer shipped out any way. After the computer started its trip, Apple, given the tracking numbers was going to expedite the replacement to get things done as quick as possible. Its now October first, a month later, and I still have no Macbook Pro (which was going to be my college computer). Now it turns out someone at Apple customer service screwed up and cancelled sending out the replacement upon also canceling the labels that wouldn't be needed. So now the new computer was supposedly given the order to get sent out today, how long will it take this time? By the way, those labels arrived just last week. So now they obviously have the messed up computer, and my money, but I still don't have anything (except $50 dollars put back on the credit card). When does this start getting called theft?
    I love Apple products, I've been using them my whole life, but this is the worst case of incompetence in the case of customer service that I've ever seen.

    check out my posts about the same issue in the macbook section. I ended up going to a macbook pro. feel free to email me for some serious comments!

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