Think Apple can get you a screw or screw you? The great Apple Store/Support Run Around
posted by pylorns
I’m missing a single screw on my Black Macbook. Now I live near not one but two Apple Stores. I haven’t had a chance to drive in so I just wanted to check the Apple website to see if they had any listed or if they had any that I could just have sent to me, cause come on its a screw we’re talking about.
I couldn’t find anything immediately on the online Apple Store website so they have chat feature. They immediately ask me to call Apple Care (1-800-275-2273). And along the way ask if I’m under warranty. I’m not, but all we’re talking about is a screw here again.
I call the number, wait just a couple minutes which is great for support hold time. I get a support person who asks for my serial number and reminds me that yes, I have a 13″ Black Macbook, and yes its not in warranty. I politely inform her I know that and was told by the Apple Online Chat/Store people to contact them.
She informs me that I need to go to an AppleStore. I then ask what if I can’t get to one - she tells me that they could send it she thinks but it would be a charge of shipping etc. But she wasn’t sure. Come on, we’re talking about a 5 cent screw here.
Just for the heck of it I go back to the Chat online, this time I took screen shots. Basically if you live far away from an Apple Store and need a screw, you’re screwed.
Apple Chat referring me back to Apple Care
We don't sell parts online...
So here are your options. Either A) You drive to the nearest Apple Store. B) You find out where an “authorized” apple retailer is. All for a SCREW!??!
Update: (8/17/08) I went by the domain store and met a really helpful Apple employee, he took my laptop and said “No problem, I’ll go see what I can find in the back for you.” I in turn waited around with Jenn in the Apple store and we looked at MacBook Pros (something I think about upgrading to).
About 5 minutes later the employee came back, handed me my laptop and said “I’m sorry, we don’t have any black macbook screws. We’re going to order some consumables and have them back next week so you can either schedule a time to come in or just swing by.”
A FREAKING SCREW?!?!?!
Anyway, I thanked him, and I’ll go back. While there is another store, its way down South Austin, so it looks like I’ll be heading out again to get a replacement screw, that I can’t order online, can’t get used…etc.. I feel bad for people who don’t live near Apple stores or retail outlets.
Update (8/22/08) I ran by the domain store again and YES! They had a screw, put it in for me and took like less than 5 minutes. I have absolutely no complaints about apple employees at the store and for the most part on the phone (aside from not knowing their own policies). My main complaint is what it took to get a screw. Again, what if I didn’t live in Austin? Why does Apple Corporate have these strange processes where you can’t get a screw?
Tags: apple, customer, screw, service, store
Posted in news |
August 14th, 2008 at 8:24 pm
This, chief, is why I got my Macbook from a store and got the warranty from them instead of through Apple directly.
August 15th, 2008 at 8:14 am
Which screw are you missing? (the specific location) I may be able to help you out. If you can’t glean my email from the name, just remove any spaces and add “@gmail.com”
Apple doesn’t sell them to anyone but Authorized Service Providers, because they don’t usually just fall out.
August 15th, 2008 at 8:15 am
…Oh, and I forgot to mention: if you can get to a store, they may be able to replace it free of charge if you make a Genius Bar appointment. Depends on the ‘genius’ you get. I mean, c’mon…it’s just a screw.
August 15th, 2008 at 9:03 am
Bottom of case, two screws that have the white fcc label - one of those screws is just gone… real strange. So yeah, I have 2 apple stores here in austin, like I said, just haven’t had a chance to run by a store but I feel bad for people who don’t have the same luxury as me with so much apple locally.
August 15th, 2008 at 9:03 am
Thanks for the comment though.
August 15th, 2008 at 12:18 pm
Gotcha. I’ll see what I can dig up for ya. That, or let me know how it goes with your local store.
When you talk to phone or chat support, you’re not talking to hardware techs, so they usually just sorta glaze over and consult their scripts. Basically, it’s just barking up the wrong tree.
The guys behind the bar (or bench, as the case may be) are the ones to talk to for this kinda stuff.
August 15th, 2008 at 12:32 pm
Yeah, that’s what I plan on doing, if I get a chance this weekend. I’m sure they’ll be able to help me out if I head in there. Being in the “industry” I just like pointing out how bad customer service for the end user is because I am on both sides of it as well as a consumer and in the services side.
August 17th, 2008 at 1:57 pm
and… yet another setback…
August 17th, 2008 at 6:40 pm
I’d also check out Compuzone on Shoal Creek (near Anderson Lane). They’re a certified Apple repair shop. And very nice folks.
8015 Shoal Creek Blvd # 111
Austin TX 78757
August 17th, 2008 at 7:04 pm
If I were you, I’d take the other matching screw out (or take the whole laptop) and go to Fry’s. In the component section, they should have a whole plethora of common electronics screws. Like you said, it’s just a screw. No need to wait around on Apple to get one for you.
September 6th, 2008 at 2:22 am
You’ll love this one. The hard drive bracket is held down by two #0 Phillips 1/4 inch screws. Good luck finding it, right? So i go to my nearest AppleStore and I explain to the rep my predicament, and he turns around and says… Well, unfortunately, it’s going to be really difficult to find that screw, so your best bet is to just upgrade to a new one of these (he points to the new MacBook Pro). I’m thinking to myself, “hrmm.. 5 cent screw, or a 2,000 dollar laptop?” This is a tough one. At that point I pulled out the two screws in a bag and dangled it in front of the rep “These are the screws I need…” OHHhh, I didn’t know you had the screws, let me go talk to the tech. Sure enough I have drag my exposed laptop into the apple store, so that they can verify that I am the rightful owner. (blah!)
Thought I’d share.
September 6th, 2008 at 9:24 am
Nice. I lucked out that when they finnaly got some screws in, they replaced it for free on my out of warranty mac book. It just took 2 weeks…
September 17th, 2008 at 4:54 pm
So I’m pretty upset with Apple right now… I’m not sure why I never thought of this kind of an issue before. My dad dropped my Macbook Pro onto a tile floor. It survived, but the superdrive wouldn’t eject my disc that was in there anymore. I didn’t extend the Applecare so I took it into the Apple Store at the Domain to see how much it would cost. The guy quoted me at $380 plus tax. Screw that! So I figure, I’ve fixed/assembled tons of PCs, can’t be that difficult. I took the superdrive out, got my disc out, can’t really figure out what went wrong in there so I wanted to just buy a new superdrive. Well, I call around town for the Authorized Repair Centers or whatever, and that’s when I found out that they can’t sell parts. They can only order the parts if they’re going to do the repair. I HATE APPLE AT THE MOMENT. What the hell, seriously, let me replace the damn thing on my own, I don’t need Applecare!
September 17th, 2008 at 8:03 pm
That’s no good. So everyone is telling you they can’t sell it to ya? Try craigslist?
October 20th, 2008 at 5:35 am
I’m currently in the same situation. I did a DIY upgrade of my 3 day old macbook hard drive, the screw that holds the bracket was too tight, took it back to the store where I bought it and the technician managed to get it out (was going to charge me $75 but he did for free knowing it’s a 3 day old machine!!), but now the screw is completely stripped that I’m afraid if I put it back in, it’ll never get out. Since it’s a new product they have no spare parts yet and told me to visit a nearby hardware store… the hardware store simply referred me back to them.
So I called Apple, who told me to call up the *other* retailers. Went to one of them, the employee just gave me a completely blank look and asked me to contact Apple… so I’ve been bounced back and forth.
Probably going to try to call an actual Apple store tomorrow, see what they’ll say… Good thing there’s one in my city even though it’s a bit tricky to get there.