Comments on: Think Apple can get you a screw or screw you? The great Apple Store/Support Run Around

By: Fels

Fels — Mon, 20 Oct 2008 10:35:44 +0000

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.

By: pylorns

pylorns — Thu, 18 Sep 2008 01:03:43 +0000

That’s no good. So everyone is telling you they can’t sell it to ya? Try craigslist?

By: Frank Maulit

Frank Maulit — Wed, 17 Sep 2008 21:54:43 +0000

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!

By: pylorns

pylorns — Sat, 06 Sep 2008 14:24:34 +0000

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…

By: Krikor

Krikor — Sat, 06 Sep 2008 07:22:43 +0000

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.

By: AWalton

AWalton — Mon, 18 Aug 2008 00:04:09 +0000

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.

By: Glenn M

Glenn M — Sun, 17 Aug 2008 23:40:37 +0000

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

By: pylorns

pylorns — Sun, 17 Aug 2008 18:57:47 +0000

and… yet another setback…

By: pylorns

pylorns — Fri, 15 Aug 2008 17:32:06 +0000

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.

By: ignis fatuusz

ignis fatuusz — Fri, 15 Aug 2008 17:18:24 +0000

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.

By: pylorns

pylorns — Fri, 15 Aug 2008 14:03:35 +0000

Thanks for the comment though.

By: pylorns

pylorns — Fri, 15 Aug 2008 14:03:01 +0000

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.

By: ignis fatuusz

ignis fatuusz — Fri, 15 Aug 2008 13:15:48 +0000

…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.

By: ignis fatuusz

ignis fatuusz — Fri, 15 Aug 2008 13:14:24 +0000

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.

By: Finley

Finley — Fri, 15 Aug 2008 01:24:34 +0000

This, chief, is why I got my Macbook from a store and got the warranty from them instead of through Apple directly.