trevhain vs. Apple

Apple as a whole is wonderful. I just switched from PC to MAC.

I have had two encounters with this store and both have been tremendously bad. I bought a 17" macbook pro and within 2 months a few pixel went out on the LCD Screen. They wrote me a ticket for repair. i lived in Denver at the time and was stuck in NE until my computer was finished. I was told the wait time would be 3 days. I waited for 10 days before i was given a call to come and pick up my computer.

When I arrived at the store I was greeted with my same computer with the same screen, with the same dead pixels... I was told the could not repair it due to the fact i didn't have my certificate from a mac retailer saying they were the ones that put the extra 4gb of RAM into the computer. So since my computer, which was upgraded by a certified Mac Tech, had 8g Ram instead of four I was denied. And let me remind you that the instruction book shows you how to upgrade this yourself. So I, a sole proprietor, lost out on 2 weeks worth of work and the 700 dollar repair was never done.

I would cut them slack on not fixing it, however it still made me angry. What made me the most angry was the fact that the Genius bar wrote up a ticket for repair after a full inspection of the unit. He saw the 8 gb of ram and new the old machine was stocked at 4gb. The "Genius" made a ticket for it after full inspection... Then The "Genius" Bar waited ten days to call back...

Now, my ipad 2 has broken. Unfortunate I know... For accident repair its 250 dollars. Then I'm told they will waive the fee. Then I'm told they won't fix it dur to the fact it is an uneconomical repair. The machine still works on a tv, on a computer and everywhere in between, i just have no screen or digitizer. Why is this uneconimical if i can get this repaired at another licensed store for 150 dollars? I called Apple 2 times. They disagreed and said take it to the store and they will fix it. Then I received this letter from the store when I brought up my case.

You must set an appointment with the Apple Store Genius Bar. You can do this at http://apple.com/retail.

Keep in mind that the Apple Store is a different department with different management and are not required agree with anything you were told by AppleCare advisors.

Thanks

***** ****
Apple iOS Senior Advisor

So as of all my horrible experiences at this store i would highly recommend driving to Chicago, Des Moines, Denver or a licensed apple tech before ever wasting time to travel to this store. They are undereducated for one, and do not grant help. Another family member had to travel there 3 times before they would finally fix a faulty ipad 2, brand new...

Don't trust them, go elsewhere.