rights of repair
Sunday, January 29th, 2006I’ve actually cooled off about this over the past few days and have a much more level headed attitude towards it, but i still think the problem that Apple has dumped in my lap is not a fair one. I know darn well that in the end apple treats the guy who bought a Ipod Shuffle exactly the same as someone like me who has a big tower and two mac laptops — that’s good, i never expect special treatment. Because of this, i’m not really mad at the Apple Store itself or the very nice and very helpful people who work there. They’ve been very helpful and supportive about the problems i’ve had with my laptops over the past year. The problem i am having really brings up a serious issue about who actually owns the computer and the parts that you have paid quite a bit of money for - ownership that seems to become an issue if you ever need something repaired.
About two weeks ago, Seraphim’s laptop simply died. It is a 15″ powerbook, one of the early ones that had the white screen problem, a problem that we got fixed about a year and a half ago. If you recall, not 4 or 5 months ago MY powerbook had the logic board go, so i wasn’t too amused at the prospect of us being down a laptop *again*. What was worrisome about this death was that the hard drive was making the infamous “click of death” - a very bad sign, because there were many things on that hard drive that i had not backed up for sarah over the years, and we were not happy about the possibility of losing all of that data.
I brought the laptop to the apple store to have it looked at, and they tried a variety of things to get to the hard drive, none of which worked. In fact, it was looking like there was some sort of problem with the logic board, because if it was simply a hard drive failure, it would say so. Definitely something not right, and it needed to go in for repair. Apple has a flat fee they charge for those without Applecare (it’s cheaper just to pay the flat fee to get things repaired when they break than to waste money on Applecare, IMHO) and they also have a service where they can, at the store, pull the hard drive out and try to back up the data on it before sending it in. If you do not want to loose the data on your hard drives, you really have to do this, because apple has a policy where they have the right to wipe or replace the drive when you send it in for service - basically, if you send it in for service, be prepared to loose all the data on your drives. So, as usual, i opted for this because there was a lot of data on there that we really didn’t want to lose. In fact, we wanted to look at some options for drive recovery.
This is where the trouble starts. After a few days i got a call from them telling me that they were not successful in getting at the data on the hard drive, that there was indeed a problem with that drive. Since i wanted to try to recover the data, they gave me the contact info for Drive Savers and indicated that i would have to come back, get the computer, send it to them, let them recover the data, bring it back to them and only THEN would they send it on to get repaired.
Thats fine and well if you have 3 or 4 weeks to be without your laptop, and also i wasn’t sure it was really worth doing data recovery (its $1000- $2300 to get it done if they have to pull the thing apart and physically recover the data off the drive surfaces - not something you just do without thinking about). Since it sounded like the drive was shot, i asked them if they could just pull that drive, replace it with a new one, then send it in for further repairs if it still is not functioning. At first it sounded like they would do that - but when i called back, they refused, saying that the only way they could send it in for repair was with the original hard drive.
It’s so fucking stupid. Basically, they are saying that i cannot send in my computer for repair unless it has this hard drive in it. They wont do an ‘upgrade’ and simply replace the hard drive (i was willing to pay for the repair and upgrade). Even though the drive would come back in PEICES from Drive Savers (they have to destroy the drive to get the data) and the thing will NOT be usable, apple INSISTS that they get the parts. It’s ‘policy’.
So, its like this. They are basically telling me that i have to either send the computer in to Drive Savers, spend almost 2k to do so, and deak with the time it will take to get the data recovery done, then bring it to them with what’s left of the hard drive - or i just have to kiss the data goodbye, send it in, and get the computer repaired - a process that will without question involve a NEW hard drive. No, i can’t have the old hard drive, they keep that. No exceptions.
What fucking bullshit. It’s my laptop, isn’t it? All i want them to do is replace the drive with a new one, and i’m more than willing to pay for it - we KNOW the drive is shot, and they will have to do it ANYWAY - thus giving me the ability to have this damaged drive so that i can choose whether or not to recover the data on it INDEPENDENTLY of getting the rest of the laptop repaired. Doesn’t it matter that i need the computer done as soon as possible? Don’t i have a right to have the option to save my own data? Isn’t it my hard drive in the first place?
Thankfully, i have some friends (nods towards the Applegeeks crew) who can open the thing up and pop in a new drive and see if this is the only thing wrong. If it is, that’s the best scenario. Sure, i still have to decide what to do about the data recovery, but i can decide that on my own time, and not hold up Sarah’s laptop in the process. If there IS something wrong with the laptop, i’ll bring it back and let them send it in with the new hard drive in it. Let them tell me they refuse to fix it — i wouldn’t be surprised if they cross check serial numbers at the repair center. I’ll cross that bridge if i ever come to it.
Part of the problem for me is that the apple store is in Novi, an hour drive from here. I have to go back up and get it — its been sitting there since Saturday of last week, and we are no closer to having sarah’s laptop back. Till then, i’ve given her mine to use.
Thanks, Apple. Your ‘policies’ here really make me wanna stay a loyal Apple fan. I’m not even going to go into my now dead ipod (i refuse to even try to get that repaired) We all know Ipods are a disposable commodity. Is that where we are going with Laptops too? With our data?
I like apple’s stuff, but i just can’t help but be bothered by this real big brother-ish undercurrent to the whole Apple ‘thing’. I’m seriously thinking of just going over and getting sarah a new Sony VAIO. Sure, Sony will never repair the thing, but i go in with the foreknowledge that with a PC environment i’m on my own, and i don’t have to worry about things like ‘policies’.
I’m sure i can manage to get up to Novi in the next week or two, i can just toss the old 15″ powerbook in the closet, and if we ever need whats on it, we’ll send it into Drive Savers then, in my own time.
Stupid, really. Sarah’s powerbook is not in such bad shape that it can’t be repaired. I’m more than willing to spend the money to repair it. I just find it bullshit that there is no willingness to do repair it in ways that work for me. I’m just the customer, after all.
I paid $99 for a Apple Pro-care card, and I’m ready to cut the thing up. I have no idea what it’s good for, now that i think about it.
now to segue into something more pleasant.
Watched the last episode of Rozen Maiden Traumend this morning… what a great series, and a decent ending — a little different than i expected. [minor spoiler, stop reading here if you haven't seen it yet] Suigintou’s part was much better than what i was hoping for (if you recall my comments in my last blog entry), touching almost - and the best part of the whole ep was where Rozen is adjusting Suiginou’s dress… that whole little scene was so touching… Another blogger pointed out that this ending really does lead to the possibility of a third season - lets hope
- pirotunes: Mitsumune Shinkichi - Bara Otome from “Rozen Maiden Traumend Original Sound Track” -