My husband and I bought a new computer at the end of this summer. It had problems.
It was not a cheap computer, and they were not small problems. When it turned one of my most precious files—a children's picture book that I've been designing for months—into a series of endlessly repeating folders, we decided it need professional help.
With our very expensive extended warranty in hand, I went to the nearest Apple Store. The nearest Apple Store is nearly two hours away, and it's a crowded little hole in the wall. One step up from a mall kiosk.
My appointment was scheduled for 1:30. I called at one. "I'm running late, can you let me know if it's OK for me to arrive at 1:35?"
"Sure, we'll be expecting you!"
"Can you please tell me what exit to take from I-5 South?"
"Take exit 184."
There was no exit 184. There was an exit 188, there was an exit 183, and there was an exit 182, but there was no exit 184.
I found my way, and—by some miracle—jogged through the door (as predicted) at 1:35. "I'm sorry, ma'am, your appointment was scheduled for 1:30. It's already been cancelled. Can we help you at 4:30 this evening?"
I left the computer, and it was hardware tested. It was shipped to the factory for service, and it came back nearly two weeks later with a new logic board. When picking up my repaired computer, I reserved two back-to-back appointments as advised by a technician. We wanted to make sure it REALLY worked before making the hour-plus drive home, and that might take time. I brought a list of concerns—a handful of things that had been glitchy and stuff that had gone wrong. "No need! Never worry!" The man spent five minutes with me. "It boots up! Voila! Bon Voyage!"
It has been home for less than a week.
Our newly refurbished Macbook Pro still reboots in hardware test mode at random, fails to recognize the existence of my iPod, and adjusts the screen brightness whenever I press 2, q, w, a, and sometimes s. The screen magnification changes when I type in capital letters on the right side of the keyboard.
I called the Apple store today. "I've been inconvenienced enough, I've spent six hours driving to and from my nearest Apple store, and I've lost two weeks of work. I would like to have this computer replaced."
"Well, ma'am, in these situations we like to try to repair the computer."
"You tried to repair the computer. It didn't work. I would like a new computer that doesn't have these issues to begin with."
"Ma'am, I'll get you a technician who can speak with you about scheduling an appointment to repair your computer."
"I want it replaced. I am a professional, this computer is my most important tool, and I am losing work, missing income, and inconveniencing clients because of these problems."
"I'll have a repair expert get back to you."
I'm waiting for the call back now.