I’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” -
Ouch… I really hope you do get this shit resolved. We wouldn’t want you to miss any comics now, would we? ^^;;
(Yes I realize that not being able to use your laptop doesn’t really mean you won’t be able to do the comic ^^;;)
just a heads up - if the drive is dead, chances of recovery gets slimmer the older it gets. If you need the data, get it *now*. It’s not gonna be cheaper in the future, so why wait?
actually, i probably will, but i’d rather not have the repair of my laptop held up by the couple of weeks i might want to wait to determine if i need it done or not.
I’ve found an external firewire hard disk or two to be a very convenient way to archive the important stuff. They stay turned off and unplugged 98% of the time and are fast enough to quickly copy whole directories without worrying about what’s new and what’s old.
Not preaching here… it’s just that splitting directories across multiple CDRs and such was troublesome enough that I found myself not backing up as often with them — especially when there were lots of moderately large files.
Here’s hoping that the technology shinigamis are nicer to you in the future, and catch the hollows (furballs?) before they do any damage!
yeah. hope you can get through this screwy situation. seems apple isn’t being to helpful. policy wise, anyhow. isn;t there some sort of thing about giving the customer what they want? i mean, most companies follow that. but, well, whatever.
i was considering going apple myself, but from what i’ve heard shortly here, and what other people have told me its just better to get a pc, especially if you have good backround knowledge of how to troubleshoot yourself.
so i guess i’ll do some more research later when i can afford to get a new computer.
good luck coming up with something, Fred.
I was in the apple store about a month or so ago with my laptop, which I had not bought the extended warranty on. I brought it up to the genius bar and the two guys concluded that the problem I was having was indeed a manufacurer’s defect and that I would have to shell out $300 with the possibility of shelling out more. Whats more is that I sat there for 2 hours waiting to see what was happening.
I observed something very interesting: the majority of people that came to the genius bar had a problem with their ipod and it wasnt just something that could be fixed or something that was caused by the user. AKA pure failure in manufacturing. I think I remember a time when Apple wore proudly that they made quality hardware and software. Heck, I still have an old apple computer from the 80s that still works, but ipods from a year ago break more frequently than eggs.
ah >.< to much reading *blind* < is lame ^^
Yikes!!! Man am I ever so glad my family just sticks with Dells! 0:)
Best of luck with your laptop Fred.
Jesus saved, but never to the hard-drive.
Anyways… about two months after your 12 inch baby died, my laptop’s HDD (I have a 17 inch one) died. Of course, getting the data off is too much trouble than what it’s worth, so I simply ordered another HDD (about 20GB bigger… Apple could kiss my butt there), popped open my baby, and stuck the new drive in.
Then again, I’m more technology inept and very brave in my moves… and about Applecare… bad idea. Never bought it… never need it. I can just buy the parts myself and fix it. Much cheaper.
*now i finally read it* damn… thats is some bullshit wasting money to fix a labtop but the company refuses to fix it like you want it too… *sue* oh nm… *looks around* but technology doesnt work forever you know (would be nice if they did tho)
I highly highly do NOT recommend Drive Savers. I sent a drive there on a rush for the place where I work, they didn’t do it in the ‘rush’ guaranteed time, and they charged me the TOP TOP of what their ‘range’ was. I managed to talk them down from that, but when I tried to be a repeat customer they just treated it like ‘another drive’, rather than someone who had the potential to bring in alot of business. That just bothers me.
There’s a little ‘mom n pop’ type computer place near where I live that has retrieved data from 2 dead laptops for us (we have bad luck at times, I’m sure you can see), and they don’t charge us if they can’t get the data. You might try and find something like that in your area. The time they couldn’t get the data, I got the drive back in one piece and was then able to send it someplace else.
Good luck, whatever you decide to do!
Call Apple’s HQ, talk to anyone who will listen, and if they don’t answer their phone, leave voicemails!! This got my Mac Mini fixed after Applecare said they wouldn’t do it. Granted, the Mini was around 80 days old at the time, but it would probably still be broken if I hadn’t called.
You know, I’ve had about the same problem with Dell a couple of months back. My hard drive, without warning lost all of my data. Bittorrented eps of Bleach and Air, Neverwinter Nights and Half-Life2 game saves, and the oh-so important e-mails and documents that I have amassed over 2 years time. As well as ALL my iTunes music.
They wouldn’t fix my computer however, in any way shape or form unless I paid for it, and I still have like 2 years left on my “CompleteCare” enabled warranty. Now, I am still fighting with Apple to give me my iTunes music and fighting with Dell to give me back my money for the 2 years left on my “CompleteCare” warranty.
Hey Fred,
Here’s a little brighter note for ya…
My Boo arrived today, all safe and sound!
Pics here: http://www.thecrucialrealm.net/gallery/mt_boo_01/IMG_4638_001
Thanks again for ALL that you and Sarah do!
Warren
Hey Fred,
If you ever do decide to defect from Apple, instead of getting the Sony Vaio, shell out just a bit more for an IBM ThinkPad. I know several people who own one, and they have no complaints. As well, IBM service technicians will visit you at your home to service any defects or facilitate any repairs, as the situation allows.
Well, that’s my shameless plug for ThinkPads. :D. Seriously, however… hopefully you can get the repairs you need without any further hassle. Don’t throw in the towel yet!
-Daniel
Unfortunately you’re screwed one way or another when you go with a laptop. Other than replacing a few things here and there, most repairs have to be done by the manufacturer. Apples support is something I’ve always questioned, but I feel the same way about Dell and others. In my realm, though, a Mac is just a lot more compatable with pro audio stuff than a PC laptop is.
hey a word to the wise about ur ipod shuffle my cousisn was given one by my other cousin for a pressie about 6 months ago and she has since had 2 take it bak 2 the store 4 times the first time they replaced the whole thing and said that it was a fault in the system they did this then next twice aswell but on the 4th time they sent it away 4 2 months suspecting that she may be bringing other broken shuffles or sumtin like dat but she eventually got a new 1 again every time she had 2 reload music apple said that 1 out of 5 shuffles has the fault hers didso watch out
*cries for you* I semi know the feeling of computer problems, last year my Sony Vaio power supply crapped out on me and well since I had the warranty on it I took it to get repaired…three months later and two LANs I missed, they finally get the stupid thing fixed, I suppose I should be happy I got it back, they told me I should back up too, so I did (waste of 90$), but I didn’t need to, it came back with all data intact and such -probably cause they weren’t messing with the hard drive area- Best of luck and wishes on your next computer experience
A little something to cheer Fred up a bit:
http://elfwood.lysator.liu.se/fanq/h/e/heikura2/suigintoucolor.jpg.html
A little something to cheer Fred up:http://elfwood.lysator.liu.se/fanq/h/e/heikura2/suigintoucolor.jpg.html
You can always hire a hitman. *points to self* I’m an expert in executing computer experts. *frantically looks around* did I type that aloud? Anyway, my gramps had like 2 macs (actually I believe his wife worked for some company that gave discounts on ‘em).They’re Macs were so kick ass that I really really wanted one and am still working to save for one (hey, I’m a broke college kid, it might take a few years). The person who said that the newer stuff breaks might be right. I have a pink iPod mini (which are discontinued) but have never ever had a problem with it. And for the money I paid I toss it around everywhere like an old cottonball w/out thinking twice. I always think I should take better care of it but I’ve had it and treated it like this for almost a year and its held up. Can’t say I sympathize with those who’ve suffered. But I am wary of things that get too small after a certain point (like the shuffles and more recently nanos). It terrifies me. I’m afraid I’ll either lose it faster or sit on it and squash the mini hard drive. You can only be so small and indestructable before it starts to count. Where am I going with this? I’m not a computer techie. I can’t help ya fred, but know you’re in my hardware prayers! And if all else fails you can always hire a hitman….did I say that yet?
Wow. It’s completely unfair the way Apple is treating you.
As for your MT rant(ya don’t have a comments feature there that I’ve seen), I’ve personally loved everything you’ve done with the story. Even the things you’ve considered a flop. In fact if I ever end up doing a webcomic, you’ll be partly responsible(so I’m holding off until I don’t suck, as to avoid damaging your rep).
Hey Fred, I usually don’t post on these things, but I just read your latest rant on the MT site and I wasn’t sure where to put a comment where you might read it and I thought here was a good bet. MT was the first webcomic I read and the one I love the best. As regards Wednesday’s episode (and your rant) I totally agree with what you said. Just do what you want and don’t let any bloggers tell you that something is “cliche” or that there are too many characters-I bet nobody told Dickens that. Your comics are great and I totally did recognize that guy from some previous panels. Can’t wait for the next one
Faithful Reader,
Candace Ming
When was the last time you saw Key the metal idol? That Miho…
My experiences with Apple have always been much different. I’ve purchased the AppleCare for all of my computers, and I’ve certainly gotten plenty of mileage on it. For instance, on my current 3.5 year old laptop, I managed to get them, over the course of the three year extended warranty, to replace the hard drive, to replace the entire monitor, to replace the entire top casing (including the trackpad and those infamous rims that have the chipped paint on the old TiPB), and to replace the hard drive again.
Most of those times were for things that were not really a major problem, but I felt like I could spare my computer for a few days and I didn’t mind getting new parts. Like, my monitor had a tiny spot over the heat vent that had developed over the course of two and a half years. And one edge of my casing was flimsy…so they replaced it all when I asked. Besides that, when they replaced my hard drive the second time they replaced it with one that was twice the size of my old drive.
All told, I’ve had several thousand dollars of work done on my laptop for the cost of $300 or so. I’d say I got a good deal (as well as what is now practically a new computer, given all the hardware that was replaced over time), and knowing that I can keep sending it in until they get it right without incurring additional cost is a major worry saver.
I sent your email to a friend of mine who has a data recovery company- hopefully he can help you out… 2k is quite expensive! Good luck!
I know someone who did a data recovery for ｣80, and he fixed a completely random fault with my computer that I didn’t even ask me about. He certainly WASN’T a big company drone, which I think was the point. It’s aways worth going outside the normal channels, customer support isn’t what it used to be.
It seems its stiction from my POV. Try doing the Firewire hookup and copy the drive information onto another mac. As the drive is really bad - first put the powerbook into a plastic bag and put it into the freezer for half a day. Then try and copy the data onto another Macintosh OS X mac
oh - if the drive is out of the powerbook - just put the drive in the freezer. Sad powerbook in the snow I guess …
In waiting for baby mode - so I apologize for the triple post - And for the bad Apple Genius Bar experience.
http://docs.info.apple.com/article.html?artnum=58583
To use FireWire target disk mode
Make sure that the target computer is turned off. If you are using a PowerBook or iBook as the target computer, you should also plug in its AC power adapter.
Use a FireWire cable (6-pin to 6-pin) to connect the target computer to a host computer. The host computer does not need to be turned off.
Start up the target computer and immediately press and hold down the T key until the FireWire icon appears. The hard disk of the target computer should become available to the host computer and will likely appear on desktop. (If the target computer is running Mac OS X 10.4 Tiger, you can also open System Preferences, choose Startup Disk, and click Target Disk Mode. Then restart the computer and it will start up in Target Disk Mode.)
When you are finished copying files, drag the target computer’s hard disk icon to the Trash or select Put Away from the File menu (Mac OS 9) or Eject from the File menu (Mac OS X).
Press the target computer’s power button to turn it off.
Unplug the FireWire cable.
If the target computer’s hard disk does not become available to the host computer, check the cable connections and restart the host computer.
Too bad for ya fred. I’ve had a problem kinda like that were my iBook melted my optical drive, and had to be replaced. I asked them if they could upgrade it for me, but they said they didn’t do upgrade (besides RAM) and I’d had to go to an apple specialist for that kind of thing. But I sent it in, and what do I find when I get it back, a fully upgrade optical drive! I guess ordering a special part (it was CD-ROM only drive) was more expensive than upgrading me to a combo drive.
Anyway all I have to say is life deals you the wild card, and shit happens. Even though the policy seems unfair, I’m pretty sure there plan said that if the hard drive broke, they’d replace it. If they gave you the hard drive to get it fixed, and they put in a new hard drive, they’d be giving you a new hard drive, not replacing it. Also you got to remember that unlike PCs, apple is very proprietary with there hardware, so they want everything to run smoothly.
Don’t let this kinda thing make you switch to PCs just yet. Like any kind of relationship, you gotta take the good with the bad.
I don’t understand. i’m frustrated with the lack of ontime posting. I understand it takes time an everything but they are pencil sketches… and you have no other job to my knowlege? is it really so difficult to be ontime with your posting. again i’m not trying to be criticle and its your place to set your pace but man its rediculuts how disoften you are on your projected time when you apparently have so little to do. and i’m not really angry or anything its just a matter of the fact that i’m loosing interest in reading megatokyo becasue it seems that it isn’t coming out anymore. prehaps this is just my problem but it is a problem for me. I grow weary of the excuses or reasons or whatever you want to call them, but megatokyo is becoming less rewarding for me to read as a result. These are just my statements. they are not ment as an indictment againt Frank really its just that i’m expressing my concern that megatokyo has lost its charm due to the state of its release. even if it was sceduled to release twice a week and that was delivered it would be better than the current situation for me at least. Thank you for all the work you’ve put into this Its a good story but i felt i should express my not disastifaction really but as a longtime reader since penny arcade linked to MT so long ago i felt i needed to say this.
wow… bit of a ramble there… and yeah, for something that costs nothing and has been *more* regular in the last year than in all the years prior … a bit late. Go try that on Zebragirl’s author and watch him take your spleen out…
Penny Arcade can make schedule because they have no story — just 3 boxes of phunny.
PVP usually makes schedule but he rarely plots a story longer than 5 or 6 strips and has a small cast. eh… whatever.
In happier news, Fred - the last 3 strips have been firing on all barrels. nice art, nice dialog, quick pacing. I just hope we’re about to see what Miho can really do and whether she’s a darkside magical girl (fingers crossed).
Oh… that taiyaki mold I found works great. Nice Kanon-wonderous taiyaki .. the right damned size.
Ah.. there’s your problem, Fred…
its all FRANK’S fault
Sad on the laptop. I’m convinced that laptops are too disposable :-(. And after seeing the poop design when we cracked upen a last gen IPOD I think that Apple has gone the commodedity (sp) route of the PC. On the IBMs and Sonys I’ve had really bad luck with a couple of IBMs and I’ve heard horror stories about the Sonys. Neither are infallable. Good luck. If you are interested in some cool tech of similar design quality to the mac take a look at Fujitsu’s line. They have magnesium casting goodness making for tough and light laptops. I’ve abused mine for 6mo. so far and its holding up well. Sorry about your luck with the data, though as mentioned the firewire drives have gotten DIRT cheap, so there is no real reason to avoid backing up anymore. Best of luck, hopefully all goes well. BTW today’s comic wr0><3|).
Me and my boyfriend had a similar experience (sorta) with the Apple store here in Dallas. We took his g4 tower in because it was overheating and it needed a new power supply and case fan, both of which are retardedly simple to replace if you have even basic knowledge of a computer, and the “Apple Geniuses” informed us that we couldn’t just buy the parts and do it ourselves (and save the $300 on labor for $150 worth of parts…) even though both him and I have built computers for years, and both worked tech support for companies *dell hardware for me (x.x)*. Neither of us really liked being informed that we were too stupid in apple’s eyes to do it ourselves, so we went through Apple themselves, and ordered the parts after bitching our way through about 6 technicians. The last technician (and probably the only competent one we dealt with the whole time) was extremely apolegetic, got us the parts without either of us having to be “Apple Certified”, and then practically overnighted them to us. It took us maybe a half an hour to get everything done and back up and running, and haven’t had a problem since.
Call Apple directly, tell them that you need your call escalated as soon as you speak with a tech, and then explain to the escalation exactly what you need, what you want to happen, and then see how much they will work with you.
Dell and Microsoft would never do that (and I speak from experience).
<3 Nicoll