powerbook and apple repair policy questions

May 26, 2005 8:32 AM

My 1.5ghz 17" powerbook screen has a couple of light spots and dark spots (no dead pixels) and I want to send it in. But I've heard some scary stories about apple. Any help/stories would be appreciated.

I've hear 2 things: one is that any powerbook with 3rd party ram will be returned with the warranty voided, and the other is that apple may not cover screen spots.
Does anyone else out there have similar experience? or advice? Thanks.

posted by asavage to Computers & Internet (12 answers total)

Best answer: Apple will cover the spots under warranty as it is a known issue to them, from overseas shipping damage.

However, you're not quite right about the memory.

If Apple is dealing with a logic board issue, they will simply remove the memory and send the repaired laptop back to you with the memory in a separate anti-static bag. You'll just need to put the memory back yourself. Third-party memory does not void your warranty.

To make it a non-issue, my advice is just unscrew the plate underneath the laptop and remove the memory before you send it in. Don't tell support staff that there was third-party RAM. If asked for specifications, indicate the factory RAM capacity.

It doesn't matter for your incident, but don't volunteer any more information than you need to, to get your ticket handled properly.

This is a general piece of advice when dealing with technical support, by the way.
posted by AlexReynolds at 8:46 AM on May 26, 2005

I would agree with AlexReynolds. Just remove your memory beforehand and you don't have to even worry it.

If you live close to an Apple Store, bring it in there after you've set up the support case. They'll ship it for you and when it's fixed, they'll call you up to pick it up. You don't have to worry about being home for the FexEx/UPS guy and can pick it back up at your convenience.

I've had an average turnaround time of about 3 - 4 days with all of my Apple support issues (bad logic board and dead backlight on my old iBook). Much less painful than I originally thought (and have experienced with other companies).
posted by cherryghost at 9:36 AM on May 26, 2005

I second AR's advice. Remove the RAM before you ship it. Also, back up everything before you ship it to Apple. Your data is not protected under warranty and anything you lose is of no concern to Apple.
posted by mds35 at 9:38 AM on May 26, 2005

Let me piggyback: I need to send my powerbook in as well. Approx how long will I be computerless? Does anybody know?
posted by elisabeth r at 9:43 AM on May 26, 2005

They say up to a month. I had to send mine back for the same issue, and it was only gone about 4 business days. They send you the box to package the PowerBook - mine arrived the day after I ordered it - and it was returned on the fourth day.
posted by fionab at 10:13 AM on May 26, 2005

Turnaround time varies a lot. If they've got the part in stock, could be as little as 3 days (1 to ship out, 1 to fix, 1 to return ship). I got that lucky once. There was also a time that it took around 3 weeks, while the repair center was waiting for a fresh shipment of logic boards from China.
posted by nakedcodemonkey at 11:23 AM on May 26, 2005

Oh, and if you do remove the memory, use a jeweler's screwdriver of the correct size. (#3?) Don't use anything else as the screws holding in the memory plate are made of a soft metal, and you will strip the screwhead if you are not careful.
posted by AlexReynolds at 11:41 AM on May 26, 2005

Take it directly to an authorized service center. This is a known issue. Techs refer to it as "white spots". I had the same issue with my iBook it was in warranty so there was no charge for a new LCD.
posted by Livewire Confusion at 1:46 PM on May 26, 2005

My 15" G4 powerbook has four light spots in the display but I am well out of warranty and don't have AppleCare. Does anyone know if Apple will pay for the repair?
posted by rks404 at 2:54 PM on May 26, 2005

If past three years, the answer is no.
posted by AlexReynolds at 3:01 PM on May 26, 2005

rks404: if you have the specific known problem, yes, you will be covered. (see Apple's page on the matter)
posted by trevyn at 6:37 PM on May 26, 2005

aha - I've got one of the afflicted machines. Muchas gracias AlexReynolds and trevyn!
posted by rks404 at 9:49 PM on May 26, 2005