AppleCare fine print and such

[Xairbusdriver]

Took my Grand daughters AC charger/adaptor to the Apple Store this morning. It only lasted about five months, being a replacement for the original, which lasted only ~11 months.

First, the Genius started by telling me that there was no AppleCare on the MBP! I'm in the process of working that out with "Penny." as I type. I bought AC for this MBP last November but I failed to print the web page showing the confirmation info. I have forwarded the email invoices from L. A. Computer as requested by "Penny." Then she replied that that was not acceptable (emails can be edited). Not sure why she decided that after I had explained that was all I had as far as 'proof' goes.

But, when I was putting stuff back in the AC box, I discovered that I had also placed the printed invoice in there, as well. Hidden in plain site, so to speak. Well, "out-of-site" while in the box... Anyway, I FAXed that to her as well. We'll see. I did find numerous web history pages between the purchase date and the weeks after that. Of course, those pages/url's get redirected since they aren't actually archived pages...

So, thanks to ole grand dad, I may have a perfectly valid AC for sale...

Back to the Genius Bar encounter...
It seems Apple won't cover the replacement, this time, even if the AC was in effect! "It's a physical problem. See how the plug spins?" Well, yes I do, but that's not my (or my grand daughters) fault. The thing has broken wires! Do you see any abrasion on the cable? Of course, not. It's a design flaw. Furthermore,

1. Why was the cost covered previously?
2. Why was the previous design changed?
3. How is this wire breakage different?

Not until I returned home did I try the "spin" test myself. Guess what, there ain't no "spin!" If one holds the cable and the strain relief, they are one unit, you can't 'spin' them separately. If one holds the strain relief and the plug, they, also, are one unit, you cannot spin them separately. If one holds the cable and the plug, there is some 'spin,' more when the cable is held further from the plug, less when the cable is held closer to the plug. I plan on returning to the Store this afternoon to seek further explanation on the "spin" and demo the same thing on any cable they have in the building.

A quick search on the web reveals these cables are barely worth a years duty. The mag-safe design is great for saving the laptop from being pulled to the floor, but that service is usually at the expense of the cable...

[Xairbusdriver]

Well, things are half way back to normal.

QUOTE

...After reviewing the invoice(s) you provided and verifying that the AppleCare support agreement was purchased during your Apple product's warranty period, we have registered your agreement. You will receive a Proof of Coverage document within two weeks....

The Store will have one more chance to provide a replacement, at no charge...

And, since the last replacement (around Thanksgiving last year) was at no charge, they did not provide me with any kind of receipt. Never again! And, if they refuse to provide a replacement, I will probably buy two from <here>. I know it's not an actual Apple product but this one seems to have positive reviews. And we all know all reviews are real... Even with the "$20 off if you buy at the Store" price, I can get two from Buy.com for less!

[Paddy]

Escalate it up the food chain if you don't get satisfaction, Jim. In fact, I'd just give Apple a call. In August 2009, they were still replacing them under recall. I don't know if your granddaughter's MacBook was part of the recalled lot or not, but certainly worth a try.

See this Apple thread - the last poster says he called Apple and they were mailing him out a replacement.

http://discussions.apple.com/thread.jspa?threadID=2103747

[Xairbusdriver]

QUOTE

Escalate it up the food chain if you don't get satisfaction

I did that with the AppleCare problem. And I told my wife I would do so at the Store if they said absolutely anything negative. But by the time I got to the 3:45pm appointment, AppleCare had kicked in. The response was now quite different. "No problem! Give me a minute to get a brand new one from the back." Done. I still don't understand what the first 'genius' had a problem with, other than my "English?" I specifically asked if the replacement would have been covered under AppleCare and he replied "No."

I have learned a few things:

1. Make copies of any and all documentation. And read everything on the web page...carefully!
2. Use a magnifying glass to make sure I follow all written directions to the "T."
3. Don't make an appointment for the early mornings, wait until there is a crowd so more people can hear the 'genius' and possible help interpret what is being said (both ways).

Number three may be the most important!

I'm not sure investing in a couple of those "after-market" adaptors is not still a good idea... "All's well that ends well?" But the badly designed cable connector remains a problem. One commenter suggested wrapping the thing with electrician's tape to help extend the 'strain relief' area. Oh, the first 'genius' recommended extreme care handling the connection to the Mac. "Be sure and never put any stress on that cable." Hello! This is a portable device. It will be connected and unconnected numerous times, possibly several times a day! And maybe never take the charger and cable out of the house? just make sure the battery is fully charged and don't plan on being gone any longer than absolutely necessary, so you can get back before needing another charge.

Rather than electrician's tape, I'm thinking of buying a can of the liquid rubber stuff you dip the tool handles in. I'll just stick some chewing gum on the contact end of the cable and dig it out when the rubber sets up.

[Paddy]

I don't know why Apple didn't design these better. The new ones LOOK better, but people are still complaining about them!

[Xairbusdriver]

QUOTE

The new ones LOOK better, but people are still complaining about them!

Reminds me of my 'personalities!'

[Highmac]

Jim, is the problem like the one featured in this YouTube "repair"(!) video?

No, I'm not suggesting it as a fix, just for identification - I never like electrical bodges, even on low current connections

[chriskleeman]

Had a recent experience with the power adapter for my refurbed early 2008 MBP. I have AppleCare until next November on it.

I called the local Apple service center in Keene NH to discuss having them take a look at it. It had frayed wires on the cord that connects to the computer at the base of the power supply itself, and was also not connecting to the magnetic port correctly any more. Their response was that I had to bring the computer and the power supply in, and have the power supply sent back for evaluation. I would not be issued a replacement on the spot. Or, I could open a service claim through the Apple website.

I know I've posted about this elsewhere here at TS, but the gist of it was that Apple overnighted the power supply, and sent a pre-paid shipping label to send it back. I'm guessing that it was accepted, as there has been no charge on my credit card. The Apple rep I talked with on the phone was genuinely surprised that the Apple service center wasn't offering to replace the power supply on the spot should they deem it defective. So Jim, you're not the only one dealing with some inconsistency from Apple on this issue.

IAW Paddy... there's not much difference in the construction other than what appears to be a slightly more robust kind of plastic on the cord itself, and the the newer right angle almost flush magnetic connector to the MBP. I am being especially careful, therefore, in how much strain I put on the cord when I wrap it up for travel when I'm coiling it around the power base. I pack this computer up frequently to take to work, so I'm trying to keep it from fraying over the long haul.

Chris

[Xairbusdriver]

No, Neil, the wire/connection breaks are in the end that magnetically attaches to the MBP. There is no visible damage or sign of abrasion/abuse. I think from the other posts around the net that it is a particularly poor design. It may be found in other chargers for other brands, I just haven't looked. The fact that it is so small probably makes it difficult to make the physical attachments/moldings/construction in a sturdy way.

Despite the first Genius' statement that the problem would not be covered by any warranty, the fact that I had AppleCare verified when I returned sure looks like the 'solution.' They also had info about the previous replacement of the older style charger, so I don't think there is a 'limit' on how many times it can be replaced. It appears a simple matter of inconsistent 'understanding' or publication of what the policy is. Different people understand the same words differently... One thing I've learned in my life is that 100% of problems originate from human 'minds!' It's just sometimes hard or too inefficient to travel back to the original 'mind' that caused the problem...

For the time being, I've installed the 'new' cable to my wife's MBP since she seldom moves it around. But I intend to discuss how to disconnect the cable with my grand daughters as well as the adults just to be sure no one pulls on the cable instead of the plug itself. That's not an unusual mistake many make, even with regular AC/electrical plugs. Unfortunately, the very small size of this plug makes it rather difficult to hold it tight enough to overcome the magnetic connection.

[Paddy]

Some of the Geniuses aren't.

The thing I've noticed with these most recent plugs is that they have no rubber/silicone strain relief at the join to the plug. Many of these sorts of cables DO. I don't know whether Apple thinks they aren't as "pretty" that way (they aren't, but does anyone care?) or what, but it's a bad move in my books. I've had wired mice that have suffered from the same thing - no strain relief and their cords break. You'd think with all the money they've had to spend replacing people's power adapters that Apple would have figured this out?