[Resolved]  Apple - MacBook Laptop — Non existent service despite extended warranty

After considering 3 brands of laptops (DELL, IBM & MAC), while my original preference was a DELL, since my company has a corporate relationship with DELL and my experience with them has been very pleasant over the years, I still decided to consider buying a MAC, while I was in Singapore, (I am now in Hyderabad). The decision became easy after the retailer shared his opinion of an Apple Mac being sturdy and Apple's service & support very efficient, often a fix in only 24 hours. Since prompt service is very high in my priority for electronic goods, I took the retailer's word and promptly ordered a Mac. I also invested in and paid for EXTENDED warranty of 3 years since support is of strong importance for me and my company.

I had a pleasant fairly experience with the Mac.

However, on the morning of 25th Jan 2010, when I attempted to create a document, I found that some of the keys on the keyboard were not working. Recalling the promise of prompt and professional service by Apple - I assured my company, that as soon as the problem is brought to the attention of Apple support staff, they would set the problem right instantly.

Since I had the local support shop number, Ample Technologies Pvt. Ltd.

Ample Technologies Pvt. Ltd.
6-3-354/1/1 Hindinagar, Punjagutta
Hyderabad 500034 India
Tel: +[protected]/72
Fax: +[protected]
Email: [protected]@ample-india.com

I alerted their technician in February 2nd 2010 - gave them all details of the mac, the problem, my warranty details and also took mvy MAC for inspection. I thought that the support office had enough discretionary powers to take their own decision - however The technician said his only role was to report the problem to his higher-up and so he asked me to await a return message from his own head-office in Bangalore (on email) who in turn would interact with Apple Bangalore. Asked for his initial diagnosis, he said moisture, sweat might have gone in to the laptop or something else could have happened. I asked him for a quick turnaround to which he said "Nothing can be done quickly, we have procedures" Feedback from Bangalore will take 4 days, then another week for repair, provided my headoffice agrees ! He apparently took pictures and sent them over to Bangalore. He told mve he wont need My for inspection, since he had taken pictures.

Despite waiting for 2 days, there was no telephone call or intimation from anyone from Ample or Apple. I called - and they confirmed that they had already alerted the relevant people and were awaiting response. The next day being Sunday, I assumed that at least on Monday my Mac would be attended to.

The next business day I received a call and the support staff said "Oh, it is under warranty, no problem" but Apple has not taken any decision yet. But they have asked me to inspect the set once again. I said "WHAT?" " It needs to be checked again, since this is standard practice. I asked him why he couldnt have checked it initially - he said he must have missed to do that !! So, I told him this was pointless and meaningless delay. I was quite irritated that despite waiting for 5 days the Apple support team has not only not taken any decision but needed the Mac again for further inspection !! I He said he needed to look inside one last time and then the set would be repaired. I had to leave for Delhi, so I couldn't take the Mac to Ample for 3 days. When I reached back Hyderabad, I called to check if I could bring the Mac for the inspection as the staff had requested, to which he said "Dont bother, the request for repair has been rejected" The Apple guys have closed the query." If you want, speak to Apple. I cant reveal any more details. I said I dont want any details, just information.

Now, despite being armed with extended warranty I almost regret the fact that I chose Apple MAC, even in the knowledge that I could have bought DELL or IBM instead.

So much for Apple's promise of a prompt 24 hour service when I first bought the Mac.
Now I am left wondering what my next move should be.

My contact details :

P Subramaniam Iyer
Hyderabad