When am i entitled to have my macbook exchanged for a new one?

Question

I bought my Macbook PRO 17 inch last Sept4, 2007 in hongkong.
July 8, 2008, it froze. A portion of the screen displayed a pixellated image and all the proggrams, including the Tiger OS froze. after i hardbooted, it worked. but in the next 20 minutes or so, a) it still froze b) the LCD didn't light up at all, c) an error message was all i could see on the display and i coudn't get past it.
July 9, 2008, i brought it to the apple technical support in my country, here in the Philippines. About 5 days later, i got a text message saying that the problem was the logic board and the optical drive and that they've already ordered for the parts and will inform me as soon as they fix it.
I drop by the following week (wednesday, i think) just in case my laptop is ready for release, and i find out that it is already fixed. i bring it home and it works fine.
July 17, 2008, same errors happen. It freezes, Part of the screen pixellates, same error reading that i cant get through.
July 18, 2008. i Bring it back to the apple apple technical support and am told that its a software problem. a technician fidgets with it on mac's version of pc's DOS. He tells me that it can't be fixed on Disc Utility though the problem can be viewed there. he releases the laptop back to me this same day telling me that it is fixed.
July 27, 2008. Same problems occur again. Freezes, part of the screen pixellates, same error reading that i cant get through.
I am told that the parts get shipped from Singapore and that sometimes, they get reconditioned parts. not brand new.
I demand that they replace my laptop since i doubt that they can really fix it.
a) Lack of faith. If they knew what was wrong with it in the first place, they should have been able to fix it the first time.
b) reconditioned parts?
c) whatever is in my laptop ruins new or reconditioned replacement logic boards
d) it can't go on forever, this going back and forth from the repair center.
I am told to call the apple 1-800 number to request for a replacement.
July 28, 2008 I call the apple 1-800 number. i talk to a service officer named ELVIS.
he denies that they use "used" or "reconditioned" replacement parts. It is a very long and excruciating phone call with a very defensive support officer, yet in the meantime, my laptop is in limbo. so is my work. i am leaving for a trip the coming weekend and i will need a laptop.
July 29,2008 i drop be the apple technical/service center and demand that they give me a service unit while they try again to fix my laptop. they promise a service unit the following day.
July 30,2008. i drop by to get the service unit. it is a scratched and battered 1 5inch macbook pro. unpresentable, but it will have to do while they try to fix my laptop.
It is August 18,2008. almost 40 days since i first took my laptop to the apple service center. i still do not have my laptop. I've called Elvis last friday, August15,2008 and he has no answers for me.
when will this problem be solved?
Macbook PRO 17inch
Serial Number: W872**** <Edited by Moderator>
Case Number: 1029 78837

Answer 1

No computer fixing takes this long, at least not knowing what is going on... Call and ask for updates. If they cannot provide feedback, tell them to call you back within a certain number of days (say, 48 hours) to provide you with feedback.
If they still don't know what's going on with your computer, well that's at least getting to embarrass them by then for sure. As soon as you have reached a certain psychological barrier you set for yourself (say, 1 month, 2 months...) being without your own machine, start pressuring them for a new one.
Apple computers have a one year warranty even without Apple Care... You said you bought it last September, early September. Ask them to give you a new machine by then at the very maximum, since it is already past mid-August. Be firm, calm, and level-headed, write down anything you might want to say beforehand, don't ever sound like you hesitate or are confused on any issue. Communication is an art and a science, you have to persuade, achieve your goals, avoid confusion, acquire information, et cetera.
Every day that passes without your machine is money lost for you, time and energy lost, and ultimately, you paid for something which is devaluating and not even in your possession. I feel the same way about my car when dealership X or collision center Y promises one week repairs and it takes longer. They are always in the wrong not to follow up on their promises, and they know it. As powerless as they might be, they have to respect their customers. It goes a long way. I converted about a third of my faculty and my friends to Apple goods and services, so I expect respect in return. Word of mouth is a dangerous tool.
Good luck,
Dr Sly