1 post tagged “repair”
I've had Apple Care on my iBook G4 since I bought it in March 2004. This is the first time I have had to use it for any problems relating to my iBook. My power cord started acting funny with an alternating amber/green light, and I am questioning the charging job it has been doing on the battery.
I called Apple Care this morning, and after some basic troubleshooting, the Apple care associate said she would ship me out a new 45w Power Adapter. I was quite pleased to hear this, especially since it was covered under Apple Care. Now, had the barrel been broken, or cord torn.. they probably wouldn't replace it. I didn't ask, but I did do some online searching, and came up with this Apple Tech document.
Troubleshooting Apple Power Cords
The whole call took about 20 minutes, and I was on hold a total of 8. The initial menu navigation to speak to a rep, and then the 2 minute hold time to actually get live person. I had a nice english speaking lady (I know this is important to many many people, that's why I mention it) who assisted me with troubleshooting my product. She finally put me on hold to speak with another specialist to see if there was anything else she should do before shipping me out a new adapter.
After she returned, she said DHL would arrive with a new power adapter within 2 days. I needed to return the other adapter, via DHL (apple sends a return airbill). No problem. As she was setting it up, she said the system was asking for my Credit card, just in case I didn't return the adapter. Normally I would protest.. but I let it slide this time. I just want an adapter that works. She said it wouldn't charge my card.. however, I used my PayPal Mastercard, and I immediately received an email that said $1 had been charged. Probably for 'authorization' and verification that the card is valid... but I would prefer they charged .01 instead of $1.00.
Overall: Apple Care Experience 4.5 out of 5. Now, if they try and charge my credit card if they don't think my return was worthy of repair... then I will have a few more paragraphs to write.
UPDATE: Check out my Apple Care tips.
UPDATE: My power adapter was covered by Apple Care. I received the new one on the following day, and shipped back the bad adapter in the same box. They even sent me an invoice 1 week later, showing that I owed $0.00 and that it was covered. Excellent. I've had bad experiences with them before, but this transaction was near perfect.
