Well, my MacBook came
back from Apple service last week as expected, but sadly, my two
week wait was for nothing. The repair sheet stated that they had
replaced the main logic board and the hard drive (the latter item
quite puzzling), but I was hopeful that the new logic board would
solve the heat and mooing problems.
Botched
I had also complained of the palm rest not fitting the case on
the right side, with a gap at the front right corner large enough
to stick my fingernail under. Apple chose to ignore that complaint
and sent it back in the same condition.
To make matters worse, when they took the machine apart to swap
logic boards, they didn't put it back together properly, resulting
in a trackpad button that only worked intermittently.
I understand that sometimes a replacement part can share the
same defect or have a different one from the original. What I don't
understand is why nobody bothered to turn the machine on and
measure the temperature when it was running. My primary complaint
was about heat, but the MacBook ran hotter after the repair
than it did before.
My MacBook was one of the very first, so I figured that sending
it in for a logic board swap would get me a newer revision logic
board with the heat issues fixed (as was the case with the MacBook Pro recently). What I got
instead was another early logic board with the same issues.
Okay, the repair was seriously botched. The problem is, when I
sent the MacBook in it was within the 14 day return period at the
Apple Store where I'd purchased it, but after more than two weeks
at the Apple Depot, I was no longer entitled to an exchange or
refund.
My choices were simple, send it back again, or fight the
corporation.
I chose the second option.
Problems with Customer Relations
Customer Relations is the division of Apple that steps in when
things go wrong. I'd been dealing with them for most of the second
week that my MacBook was away in the vain hope they could get it
rushed (the replacement logic board was on backorder).
When I found out the condition my MacBook was returned in, I
called them back and was quite disgusted to hear them suggest that
my MacBook was not completely repaired because I had asked that it
be rushed. Come on, people, two weeks is not a rush - and one of
those weeks was after the part arrived.
Long story short, after much arguing and mention of the fact
that this 13-year Mac user with a Mac-based law office would move
to another vendor if this was not resolved to my satisfaction, we
made some progress. I was offered a brand new MacBook ordered fresh
from the online Apple Store, which arrived on Tuesday.
That wasn't enough. I mentioned the fact that I had bought the
computer over a month before and only been able to use it for about
a week, and that I expected some compensation for the inept
handling of my repair and the continued delays. I was offered
either an additional battery or AC adapter. I took the battery.
The story was not yet over. During that same conversation, I was
told that I would receive a FedEx label for my old MacBook in a few
hours, and that as soon as they saw it picked up by FedEx, my new
MacBook would ship overnight to me. This was on Thursday morning,
so the plan was for me to have my new MacBook on Friday afternoon
so as not to lose another weekend with no computer.
I waited until 3:00 p.m., and when there was still no FedEx
email, I called back and got stuck in voice mail hell. I left a
message with both reps I'd spoken to and spoke to a third rep, who
told me that the original rep placed a hold on the order, that the
FedEx label could not be issued until she cleared the hold, and
that she had already gone home for the day.
Next day (Friday), I found that the rep who held my order had
the day off, so I was escalated to a manager who apologized
profusely for the mysterious hold and issued the FedEx return email
to get the process started. Of course, it was now Friday, and that
meant that I couldn't have the new computer until Monday.
I complained again about how this whole mess was because of
their error, and she apologized as expected. Finally, I
demanded compensation for the second delay.
The manager was quick to point out that I was already being
compensated, but I corrected her that that was for the 3 weeks
without my laptop; this is a new matter based entirely on their
error.
She asked me what I wanted. This delay was worth a copy of Apple
Remote Desktop, which is something I've always thought would be
very useful in the office, but not worth $300 for the convenience
it would give. (I was wrong; it's worth every penny of its normal
cost, but that is a subject for a future article.)
A New MacBook
When the new MacBook arrived, I immediately got busy evaluating
it. The build quality appears much better than on my first one,
with no uneven surfaces or other cosmetic defects of any kind.
Functionally, it's also much improved, running a full 10°
Celsius cooler than the first one. I know it's not a matter of
software, as I am running from the same after-market 120 GB Seagate
Momentus hard drive that I bought for the first MacBook.
Sadly, all is not perfect. The new MacBook moos.
It's not very loud, but it is noticeable when working in the
office. The screen is also quite washed out, as though the contrast
was set too low on a CRT. It's incredibly bright and clear, as all
MacBook screens are, but the colors are weak.
Third Time's the Charm?
Back to Customer Relations, and then on to Executive Relations,
where I was able to obtain a third MacBook that same day. This is
the way it should have been from the beginning.
The manager I spoke with called my local Apple Store (the same
one where I bought the first MacBook) and arranged not only for
them to replace the one with the washed-out screen, but for me to
be able to open and evaluate the computer in the store.
Sitting in the car while driving to the store, I wasn't sure
whether to expect "Three Strikes Your Out" or "Third Time's a
Charm" - and I'm very pleased to report it was the latter. My third
MacBook still moos a bit (they all do, right at 64° Celsius),
but the screen is to die for. It runs hot, but not as hot as the
first one. And finally, the case fits perfect with no cosmetic or
functional defects that I was able to see.
Promise Fulfilled
I spent most of that night and the next day configuring it with
my software and data, and I must say that the original promise of
the MacBook has finally been fulfilled.
What the MacBook offers is just about the best combination of
speed, price, and style on the market today. Except for high-end
graphics applications and the latest and most demanding games,
there's no appreciable performance difference between the $1,100
white MacBook and the $2,000 MacBook Pro.
For the $1,500 price of the black one that I have, it can even
be argued that it is better looking than its more expensive big
brother. No bad at all, now that it works. 
Andrew J Fishkin, Esq, is a laptop using attorney in Los Angeles, CA.
