Apple - Will You Fix My Notebook? Please!
(Yes, They Will.)

Last Edit November 30, 1998

        Ever call to get a computer fixed?
        Under warranty?
        Voice mail hell.
        Multiple transfers.
        Everyone wants your name, your rank and serial number.
        And then they put you on hold.
        I hear music.
        Regimental.
        You see, my 3400C Mac notebook is slightly sick.
        My newer computer baby.
        It doesn't spin up out of sleep mode right.
        According to my son.
        Ooops! He's not an "official Apple designated repair person.," I am told.
        No. He's just on the Front Desk at Cisco.
        Handles 30-40 support cases a day. What does he know?
        Also, when you tilt the screen, it goes away.
        Black screen. No response.
        My e-mail to my son for help:
        "All I did was touch the screen and tilt it a little"
        My son's response (phone):
        "If you close it (turned off), it will (eventually) come back."
        My e-mail to my son after it did:
        "How in h___ did you know the computer would come back to life after a day or two????
        What is it - a discharge?
        Black Magic?"
        His response:
        "Hello .This is Chuck. Support Front Line."
        Cute.
        It seems it has a loose cable.
        According to the technician at the Apple-approved computer repair center, ComputerWare.
        Ah ha! An "Official" verdict. Issued over the phone.
        I haven't used this computer very much. It is almost a virgin.
        I have added an extended keyboard and mouse to this baby because I hate the small keyboard.
        But I really, really hate the trackpad-button notebooks use in place of a mouse.
        Ugh!
        The next thing, add a monitor.
        A big one.
        The biggest it can drive.
        Why?
        Because I hate small screens. I thought I might. I was right the first time.
        They need a notebook computer with a 20" viewable screen. Then they would have something.
        Of course, only the buff young things could lift it.
        I haven't added the monitor - so I just checked the website with it.
        Basic Word (any early version) and Netscape (4.0).
        Why a notebook?
        I thought it could be disconnected from its umbilical cords and toted.
        The Dr. says it is too heavy for me to lift.
        I got it for Christmas. Shipped Nov. 28th. 1997.
        Failed before this November but I didn't get it in for repair until November 25th.
        Close.
        Now the big question. Will they fix it?
        They call it a "warranty exception". Because it is close to the date.
        They have to discuss this with several people.
        They ask for its repair history.
        "It's a virgin," I say. "I'm still using the MacIIci with the Turbo 601 card."
        And they understood me!
        I have music in my office cube for an hour as I go on and off of hold.
        They pass me up the food chain.
        They call this a "warm transfer".
        Because I am a warm body?
        Are we that rare?
        Can I add extended coverage? Easily? Apple Care I believe it's called.
        Yes. After it is fixed.
        This is the next area the computer companies need to attack. They do not have good customer databases.
        And their internal servers are SLOW.
        The technician could not locate my purchase.
        Even with a serial number. It is registered.
        It was physically made in March 1997. They could locate that.
        The warranty is from the date of purchase - actually the date you got the computer - not from the date it was made.
        At least I always thought so.
        They come back at long last.
        They are going to repair the baby. They issue a CS number.
        Good news. Good thing. The G3 purchase was hanging in the balance.
        Yes, after I am home from the hospital, I am getting my new computer. I am! I am!
        They won't give the CS number over the phone. Why? Are the Russians listening?
        I ask how I get this to the repair people that have told me they won't call Apple.
        "Don't take any guff", they say. You have a CS number. ComputerWare can access it. It will be fixed."
        Guff?
        Yikes! Speaks my language.
        I ask if the repair people have to call in through the customer sos line to customer voice mail hell.
        They said no, there is another number and they know it, for service voice mail hell.
        No one escapes.
       
PS: The Apple 1-800-SOS-APPLE line, if you type "zero" instead of "oh", gets you to a really nasty porno phone sex line.
Apple knows about this.
We discussed it.
The phone company strikes again!
Ever tried calling them?

Copyright 1998 Donnamaie E. White. email to donnamaie@sbcglobal.net