So my Applecare ran out on my iBook at the end of July. That puppy is 3 years old and going strong. Before it ran out, however, I wanted to give it one last check up to make sure it was in prime shape. Giving it a once over, I decided it was probably a good idea to get the trackpad replaced. It was quite worn in the center and had a small impact on where the cursor went. I ended up just using the outside of the trackpad because the worn center just didn’t feel right. Very annoying. I gave Apple a call and the conversation went something like this…
Me:“Hey, um my trackpad is a little worn. Can you guys replace that or is that something Applecare doesn’t cover?”
Apple:“No, we can do that no problem. Let me just write it down here…ok. What address do you want me to send the box too?”
Great, they were replacing it! I send it off and a couple days later I get it back. I open up the box and the computer doesn’t look at all different. The trackpad still has its shiny worn spot in the center. I check the sheet describing what they did and it says they replaced the Battery (which was part of the recall) and the logic board. The logic board?? Those things are probably 10 times more expensive than a trackpad…what is the deal? I call Apple back and the conversation goes something like this:
Me:“Hey, um you guys didn’t replace my trackpad and you said you would.”
Apple:“Oh wow! That is weird. The tech must have just missed that note there. Lets get a box out to you so we can replace it. I am so sorry. What is your address again?”
Ok, at least they apologized for missing it, and I got a free logic board out of the deal. Nifty. I send it back one more time and a few days later I get it back. I open up the box and to my surprise/bewilderment, nothing has changed! I immediately look at the sheet and…nothing has changed. They took it directly from the box it came in, and put it into the box it was sent in! I immediately called them back. The conversation when something like this:
Me:“Hey, um you guys didn’t replace my trackpad again. Why?”
Apple:“The Techs can’t really do anything about it because it is a cosmetic issue. If you are having an actual reproducible problem because of the trackpad malfunctioning, we can replace it.”(the muffled sound of my head exploding can be heard on their end.)
Me:“Well, that isn’t what you told me before. It isn’t a cosmetic issue though. It actually effects my pointer. I mean, a missing key is a ‘cosmetic issue’, but it really hinders your computer usage.”
Apple:“We can’t just tell the Techs to replace a part. We tell them the issue and then they decided how to fix it.”
Me:“Well the issue is the trackpad is worn. You can fix it by replacing the trackpad.”(imagine an hour going by with this same crap being said over and over. Finally, my genius argument prevails)
Me:“Ok, I’ve come up with a reproducible test you can write down in your notes for the Techs. Place the cursor in the far left middle of the screen. Run your finger along the top (not worn) part of the trackpad to move it to the right. It moves almost all the way across the screen. Put your finger in the middle right of the trackpad and run it back left. The pointer doesn’t get 3/4s of the way to where it started. There is the problem.”
Apple:“Ok, I’ll send you a box!”
YES! Victory! When I get my computer back I have a brand new trackpad, button, and top case. Unfortunately the button is lopsided. The left side is a little below the top case and the right side is above the case (where it should be). So guess what? Back to the phones.
I’m actually now just waiting on the computer to get back. I have this strange feeling they are going to put my old trackpad back in it for a good laugh. My friend sent his iBook into Apple 4 times and got a shuffle for his troubles…what do I get? Well, a new trackpad, button, and top case…that’s what.
Update: I got it back! Everything is working great…
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