Dear Mr. Cook, I don't know what to do

Dear Mr. Cook:

I have always been a long-standing Apple customer; even dating back to the mid-eighties, when I was in high school and purchased my first computer, an Apple IIe. Subsequently, over the last 10 years, since the introduction of the original Apple iPhone, I have purchased for my immediate family a total of two MacBook Pros, at least twelve iPhones, (I've lost count), one iMac, two Apple TVs, three Apple Watches, and at least five iPads.

I have always had excellent customer service and technical service from your retail stores -- so much so, that I recently sent in my resume, hoping I would be called in for an interview as an Apple Store Leader.

Unfortunately, with my current service situation, the store location is playing the blame game, not repairing my unit properly, and attempting to resolve this over multiple visits. I feel it is now necessary to bring you up to speed. Below is a full account of everything that has taken place within the last two weeks.

Recently, I noticed some discoloration on my 2013 MacBook Pro's screen. I tried to clean it off, but it seemed like it was getting much worse over time. After a few web searches confirming this was a well-known issue, I began a dialog with customer support on the Apple website, and after asking me a few questions, they advised me that I should take it into the store to have them look at it and figure out how to get it repaired.

The representative made me an appointment with the Apple Store at the Walt Whitman Mall on Long Island, N.Y. I was feeling ill that day, so I asked my son to bring it in and drop it off on my behalf. The store representative called me and explained that although my computer was suffering from the antireflective coating peeling off, that I was no longer covered by the policy. However, he instructed me to speak to a specialist at 1-800-MY-APPLE to ask if they can make an exception.

When my son came home with the computer I called the number and the rep advised me to speak with a tier 2 level person. I have been speaking with a Mr. Ryan Shaver (case# xxxxxxxxxxxx). Ryan advised me that he will make a one-time exception and cover the screen replacement. So, I decided to go back to the store the very next morning.

When I arrived at the store, they quickly helped me, and I asked to speak with a manager. I explained that I was currently seeking employment and have been using my computer for two to three hours a day searching online, sending out resumes, and answering emails.

I requested if they can make it a priority and expedite any repairs so I may continue my search. The manager Joe was more than willing to oblige my request.

Later that day, I received a call letting me know that they had to order parts to replace the OEM Airport Card. I explained to them that the OEM Broadcom Airport Card was upgraded from 802.11n to a similar 802.11ac part, also by Broadcom, also with three antenna attachments, and with the same slot configuration.

The representative over the phone had told me then it must have been a false positive and that everything else was already repaired and to come pick up the Macbook.

Upon my arrival, I checked in and waited for somebody to bring out my computer to me. When the bench tech, Kalil, brought it out to me and tested it, the screen was not working and the power light on the Magsafe was not lighting up.

He returned to the bench for about half an hour and then brought it back out to me. At this point the screen was working, but they attributed it to having to reinstall the software and wiping everything out.

Fortunately, Ryan advised me to back everything up the night before so I was OK with that. I drove home and proceeded to use the migration tool to reset up my machine. I immediately noticed the power light on the Magsafe was still not lighting up.

So, I drove back to the store a fourth time. When I arrived, they asked me what was wrong and I explained to them that the notebook was not charging. They examined it, verified that it was not charging, and brought it to the bench another time.

At this time, Jay -- the store rep -- was helping me and he told me outright that the power connection inside the system was not pushed together tightly. So, he pushed them together and then it had power.

Unfortunately, this is where everything took a turn for the worse. They told me that the computer was not reading the SSD and they could not install OS X. Jay was off at 8pm that evening so he passed me off to Nicole, another manager at that store.

Nicole and Jay told me that due to the issues I might need to leave the MacBook there over the Thanksgiving holiday. While I was there, Thanksgiving eve, they informed me that they needed to change the logic board and that they would not charge me for this repair.

I believe they changed the logic board due to the false positive on the Airport Card. I explained to them that all this could have been avoided if they just called me first. Also, since the computer was out of warranty, with the one-time exception for the anti-reflective coating, how can they just change parts that I would have had to pay for anyway?

Their answer was that they were doing me a favor and not charging me. Their intentions were good, but their decision-making process was flawed. Again, this could have all been avoided with a simple phone call and not having a tech replace the logic board, also by the tech not connecting everything back together in its correct fashion, which we will get to in a bit.

On the Friday after Thanksgiving, I received a call letting me know the machine was ready. So, I drove down to the store for a fifth time. Upon my arrival, they checked me right in and started to operate the computer in front of me to make sure everything was now working. They explained to me that the logic board was no good again and that they had to put the original one back in it to rectify the problem.

I find it odd they replaced it -- because it was broken and they ended up putting it back in anyway. They also explained to me that I have two issues inside the computer that needed to be discussed:

1. The airport card needs to be reverted back to the OEM Apple part instead of the Broadcom one I installed.

2. The I/O board is not working and there was a little bit of corrosion on the HDMI connector on the outside of the computer.

I asked why they didn't bring any of this up to me on Wednesday. They blamed it on me, that I was in a rush.

They offered to repair the I/O board for a total of $67 in parts and they would waive the labor charge. I immediately said, "yes." Why would I want something in the device that I know is no longer functioning?

They also requested to replace the airport card back to OEM so that they can continue to work on it, as per Apple's policy. They told me it would be another $67 but that I didn't have to decide that day; they would order the parts, and when they arrive, I could make my final decision.

I reached out to my oldest friend, Jason Perlow, a computer journalist who writes for ZDNet. He informed me that it was in my best interest to keep the Apple store happy and to put the OEM Airport card back in.

I received another call from Ryan, asking me how everything is going, and I explained to him that I received the computer back in poor condition. It is now overheating, and the clamshell is not fully aligned. The chassis is so hot above the function keys that if I leave my fingers there for more than a few seconds I'd burn my fingertips. (Please note: This is not an exaggeration, as I need to pull my fingers away almost immediately.) He made notes in the system and told me to make sure the store knows about it when I go back for the sixth time.

I feel like I brought in a perfectly working computer with only an external anti-reflective glass coating problem, and now I have a device that might not last any length of time, due to the overheating issue and the short from the loose connection on the power supply. The improper connection very well could have damaged the I/O board along with creating other problems internally that have not risen yet.

I inquired with Ryan about a replacement computer, as my friend Jason informed me that you have stockpiles of older units for such situations. Unfortunately, Ryan replied by saying under no circumstances would I qualify for a replacement computer due to Apple's repair policy and my use of a third-party Broadcom Wi-Fi module.

To quote Apple's policy, it states:

Apple Inc. Repair Terms & Conditions

Paragraph 2. If service is needed due to failure of parts that are not original to the product or due to damage caused by abuse, misuse or any external cause, Apple reserves the right to return the product to you without servicing it, and may hold you responsible for any indicated diagnostic fee. Apple will not be responsible for any damage to the product that occurs during the repair process that is a result of any unauthorized modifications or repairs or replacements not performed by Apple or an AASP. If damage results, Apple will seek your authorization for any additional costs for completing service even if the product is covered by warranty or an AppleCare service plan. If you decline authorization, Apple may return your product unrepaired in the damaged condition without any responsibility.

The very first word in Apple's policy is: "If." Let me remind you that the Airport card did not cause any problems within the laptop prior, during, or post the return of the laptop to me.

Here is where we really need to address who is at fault and what should be fixed.

The technician failed to plug everything back together properly. This was at the admission of store representative Jay, and that is when everything started to go downhill.

The week after Thanksgiving, I received a follow-up call from Ryan. I asked him to call the store on my behalf too see if they have all the parts and if I should head there with the computer to make the final repairs.

At my request, Ryan called. He took about an hour to call me back with the updated information, and he explained to me that the store requested I put back in the original Airport Card.

I told him the store asked me not to do that -- and he insisted that the store said to put it back in, so I did. Here are the photos of what I found inside with a description of each:

I don't know what these parts are called or designed to do, but they were loose and flopping around. I do know they are supposed to be glued down and held into place.

After returning the original Airport Card, taking the photos, and closing everything up, I returned back to the store. When I arrived, Andy helped me out. He was very nice to me the prior week, so I assumed he would be again.

The experience was very different. He did take me right over or handle me quickly. He started to run some tests right there on the showroom floor. I think he was establishing a baseline of the condition of the computer -- which should have been done the prior week.

I went over the following five items with him:

Airport Card: Please verify if working, if not please replace with a new one.

I/O board replacement: Replace, per earlier discussion

Clamshell alignment: Andy stated that it meets with company specifications, and I disagreed. There are edges caused by the misalignment all over the device that were never there before.

Overheating issue: Andy stated that the computer will tell me when it overheats. I believe him. However, with everything inside misaligned, for all I know the heat is not dispersing correctly and that might be the cause of the extremely hot chassis. I don't want to speculate; I just know it was too hot to touch.

Improper reinstallation of computer's internal components: I'm not sure what to say about this one. I think it is embarrassing for a technician to be allowed to perform shoddy work like this.

Mr. Cook, at this point, I don't know what to do. I don't want to have a bad relationship with one of my local stores. However, I spent nearly $3,000 on this device a few years ago and everything was perfect except the anti-reflective glass coating.

Now, I have multiple problems within the same device, and I still can't use it or trust that it is fully back to factory specifications upon its return to me.

I am extremely disappointed with my MacBook repair experience, and the customer service and technical competency of the Walt Whitman store is not at the level of excellence I have come to expect with Apple.

I would greatly appreciate your office's assistance with this matter.

Sincerely,

Mark L.