[bitingmidge]

Today I took my dear MBP into the Apple Store in Chermside to have new feet fitted, hopefully under AppleCare, after all it's less than three years old and I haven't done anything to cause them to fall off have I?

Apparently I have.

It's been running hot you see and that's melted the adhesive, and the nice young man told me that it's not a Laptop, it can't be used on your lap. I didn't tell him that if one were actually to use it on one's lap when it runs so hot it melts the adhesive, there are personal parts located beneath it that would tend to melt as well, so wouldn't logic indicate that I hadn't actually been doing that.

Most of the time I run Aperture, so the processor does run very hot, so hot in fact that I use it on a board if indeed it is on my lap. Nonetheless I was charged $110 for an "out of warranty " repair to replace old base with a nice new one and they were kind enough to fit it on the spot. Fantastic service as usual... BUT...

Since I am using Apple's software, on an Apple machine and it seems to be running so hot that the adhesive on it's $110 per replacement feet melts, is it fair to ask the question whether the machine is actually fit for purpose under Australian Consumer Law?

I'd like to ask the question, but don't actually know who to contact in Apple. So much for Applecare!

Does anyone have any thoughts?

Cheers,

P

[GraphicX]

that's ridiculous that apple consider that your fault when you're running their software & hardware which has in turned caused the feet to drop off.

i run imovie on my mbp & it becomes so hot there's no way you could rest it on your lap when exporting the footage, i imagine if my feet were to come unstuck apple would blame me for that & charge the ridiculously high price for repair even though it's under warranty for another couple of years ($110 for rubber feet ???).

[bitingmidge]

Yep, that's the situation.

And the feet aren't sold separately by the way, for that money, OK I exaggerated, ($197.80) you get a whole new case bottom.

Keep an eye on them, because they just fall off and you can't find them to stick them back on either!

Cheers,

P

[JamieD]

That experience is making me seriously reconsider my brand loyalty.

If a laptop can't be used on your lap and isn't covered by warranty if you use it in that way then what is the point to it

Maybe I'd be better off spending considerably less on a Windows laptop...

[bitingmidge]

An update:

I wrote to Apple Australia, and had a return telephone call from the Apple Store I was dealing with , which apparently is how Apples customer relations department works.

After a bit of intense (but not angry) discussion, the gentleman concerned informed me that body components were specifically excluded from AppleCare warranty as there were too many variations in the manner in the way customer's treat their machines.

That is a fair enough statement - I can understand the exclusion from the extended warranty and the reasons for it.

HOWEVER, I did respond that notwithstanding AppleCare's position, I expect that the feet adhesive on my machine should last longer than two and a half years, and that I believe that the material is a specification defect if failure under normal use is going to occur within that time.

After some debate, he asked if it would be OK if he phoned me back after doing some more research.

He did so within the hour, and it was clear that Apple's position was firm on the matter. However he made a decision to refund the cost of the repair as a gesture of good will, which I accepted happily.

So the outcome was a happy one for me, but somehow I feel that the issue is real and looming again.... perhaps the next model will have better glue when I replace this one?

I guess every owner should keep an eye on the feet coming loose, and just don't lose them, because the outcome I received cannot be guaranteed in every case.

Cheers,

P

[GraphicX]

seems you were the squeaky wheel who got the grease, be interesting to see if others run into the issue & don't get any grease though :/

[Dave Bullard]

That's a fair result, Pete. Worth making a fuss about.

Now on to your post about Macworld customer service!

Cheers
Dave