Repair of a Macbook (take 2)

This is the follow up of my previous article (Repair of a Macbook (take 1)). Usually writers are aiming for trilogies (Lord of the Rings, The Golden Compas, Eragon, etc.), I however sincerely hope this will be the last article in its series. Just to recap the problem: My Macbook suffered a crack near the palm wrist, this is a common problem and I know a bunch of other people who have the exact same crack – and we are not the only ones this flickr group for instance is dedicated to Macbook cracks.

The Process

Start of February – My Macbook begins to show small cracks, I curse this for happening to me again and go through all the hassle of encrypting the hard drive, create backups and call Apple to get a case number.

February 12th, 2008 - I deliver the Macbook to the local Humac store for repair.

February 13-19th, 2008 - I vigorously check the Humac status page, but are only greeted by a “Awaiting spare part”.

February 19th, 2008 - I call Humac Repair to get an estimate on the remaining repair time, they say that the topcase which needs to be replaced are in backorder and they expect it to be 20 days before they receive new stock.

February 21th, 2008 - I call Apple to check up on this claim and get through to a very nice guy which tells me that he is very sorry and has now put a World Wide Priority on my topcase. He tells me that he will know the exact status within 48 hours and call me back.

February 25th, 2008 - I guess the nice guy from before forgot to factor the weekend into his “call you back in 48 hours”. However I did receive a call this day and was told that everything had worked out nicely. The topcase had been shipped and Humac would receive it on February 26th.

February 29th, 2008 – I call Humac Repair in a last desperate attempt to get my Macbook home before the weekend, they tell me that they have not even received the topcase! When I ask them to investigate this, the support guy tells me that he can login on Apples system and check the status. Status is he tells me, that Apple have not sent my topcase. He even gets one of his coworkers to double check that this is correct.

February 29th, 2008 - I immediately call Apple and after a lot of waiting and talking I am patched through to a guy in the right department. I tell him the whole story and ask him what my options are. He beats around the bush a bit, but I explicitly tell him that the show is stopping now(!) with me canceling the purchase of the Macbook due to them failing to repair it within reasonable time. He says he wants to collect all the facts (understandable), and tell me he will call back later today, or on monday March the 3rd.

March 3rd, 2008 - I receive a call from Apple and they let me know that the topcase is in the hands of Humac and I will get my mac back within a couple of days. I tell him I am glad they finally got the thing repaired, but that I still want to cancel the purchase as they can not guaranty that the repair is permanent. I am told they will call me back the next day after she has talked to his superior.

March 4th, 2008 – I again receive a call from Apple, I am told that she hasn’t had the time to investigate my case yet, but that I will get a call the following day.

March 5th, 2008 – The woman form Apple calls me up early in the morning with a happy and enthusiastic voice tells me that my mac is waiting for me at the Humac store. At this point I decided just to drop the idea of canceling the purchase and just pick up the darn thing. However when I enter my local Humac store they have not received my mac yet! I decided that NOW is the time to drop the velvet glove and get some of my frustrations out of the way. After having talked to multiple different guys and girls at Apple I finally arrive at one who can actually do something about my situation. He tells me that I know have two options: 1, take the case to the court. 2, take this iPod nano and be on my marry way.

March 19th, 2008 – Now listening to music on my sparkling new iPod nano (yes it took UPS 14 days and 8 attempts to successfully deliver the iPod to my house, they are about the most incompetent people I know!).

The Bottom Line:

The fact that I really needed a iPod nano, and couldn’t afford one makes it easier to swallow. Now only time will tell if my Macbook is going to crack again *crosses fingers*.