My Complete MacBook Story - Start to Finish

Question

The saga begins...
I purchased my MacBook a few months ago. Who could resist that glossy, thin, bright, gleaming, Intel-based piece of Apple design genius? I couldn't. I was so excited to have it. I couldnt wait to unleash all of its potential. It's the perfect combination of size and power. I loved it.
Enter the random shutdowns.
They started off slow enough. I didn't think much of it. I happened once, then didnt happen again for maybe another week. But then it began to happen more and more frequently. I was able to live with it for a while, but it got to a certain point where I knew something was up. And as an Apple user I have come to expect things to just work. So for me this was odd.
I began to experience shutdowns every day, multiple times, maybe even ten or 15 times and they were completely random. I could not pin it on a thing. So I called AppleCare. They had me first do the normal trouble shooting. Check Disk permissions, and repair disk permissions. The agent told me to see if that worked, and call back if it didnt. That was call number one. Call number one didn't work.
So I called back. Again I spoke with the low-level agent. Again he had me do some more basic troubleshooting. Reset the PMU, reset the PRAM, and check hardware. Again no resolve.
I called a third time and this time I was transferred to a Product Specialist. He had me perform an archive and install, and call back in a day if the problem was not resolved.
It was not resolved
So I called back for the fourth time and they talked to me about a repair. Now I use this Mac for some very important business work and I said that I could not wait for a repair. I asked about a replacement or refund. They said that was CR related so they transferred me to Customer Relations. I spoke with a gentleman who told me there was nothing they could do further, and recommended I go to the Apple Store from which I purchased my machine.
So I went.
I met with a Mac Genius, and he told me all he could do was facilitate a repair. Once again I explained I could not do a repair, so I asked for a refund. He said he did not have the authority to do that and told me I had to call Apple Care back. So, reluctantly I did, for the fifth time...
This time I spoke with a woman who immediately transferred me to Customer Relations again without delay (I was getting to be well-known at Apple Care). I spoke with another agent this time who told me that the Apple Store does have the authority to replace or refund my MacBook. He told me to take it back there and ask to speak with a manager. So, I did.
I returned to the Apple Store (I was also getting to be well-known at the Apple Store). I asked to speak with a manager. I spoke with a manager who asked for my case number. I gave it to him, and upon reading my case (which after you've taken a trip to the Genius Bar and spoke to ten apple agents, you case becomes quite long) he said:
"Oh...wow..".
He told me to wait just a moment and came out with a brand new MacBook. He said that he was sorry for all of my trouble and would be replacing my MacBook right away. He set up the migration assistant, transferred my data, and I had my MacBook up and running within the hour.
It has been about two weeks since then and my MacBook is running better than ever.
This entire ordeal, as long and drawn out as it sounds, only took about 6 days. Shorter, and more certain, than an Apple Repair.
So I guess the lesson here is just to use a little perserverence with the Apple Staff and they will take care of you. You just have to be a little stiff with them. Above all else they want you to be satisfied.
We are all Mac users because we love Apple, they know that and want to keep it that way. They would hate to lose us as customers.
So hang in there all you sufferers of the "random shutdown woes", because in the end it will all work out...as every other Apple product does.
After all, this is Apple we're talking about, and their stuff "Just Works"........
(most of the time)
Thanks for reading,
Jason

Answer 1

I'm very disappointed in apple..
I just spent over an hour talking to apple customer service about the new "hard edge" plastic casing. Its digging into my skin and my skin is super sensative now. I've been a long time mac user and this is the first time I'm having major physical issue with the design.
All I wanted to do was spend additional $1400 to get Macbook pro. But NO!!!! They think its an minor issue and just going to let it pass. We shall see. If I start having issues because of their design, I'll be sure, I'll be taking legal actioin.. Anyone else with this problem??