News, info, and opinion by Mac users, for Mac users.

October 28, 2006

troubleshooting

Someday, you will come to them for a favor

Posted Oct. 28, ’06, 10:25 AM PT by Dan Moren
Category | Troubleshooting

OperatorReached the end of your iRope in dealing with AppleCare? Consider this the “break glass in case of emergencies” solution for getting your problems “taken care of.” Note that this should be a last resort, for cases in which machines have been unsuccessfully fixed at least three times. A tipster over at The Consumerist gives us the lowdown:

1) Call Apple Corporate: 408-996-1010)
2) Ask the operator for Gene (like denim) Teluse, VP of Customer Care. She is Apple’s highest ranking customer service agent, and she reports directly to Steve Jobs.
3) Leave a nice message, include any Apple Case/Repair numbers you might have, or your machine’s serial number, and a callback number.
4) Wait ~24 business hours for one of Ms. Teluse’s minions to call.
5) Calmly explain your story, and what you want Apple to do.
As we said up top, this procedure shouldn’t be abused. Keep it polite and calm, and perhaps they’ll work some super crazy white-sheened Apple magic for you.


4 Comments

Dillon K. said:

Would any of that magic include trading in my Black MacBook with 1GB RAM for a refurbished MBP? (seen here: http://store.apple.com/1-800-MY-APPLE/WebObjects/AppleStore.woa/6184000/wo/qP6bVZ2Z1a0o3QIgELJ1IW8kN5S/4.0.0.21.1.0.8.7.3.5.1.1.0.1.5.1.3.5.0 )

October 28, 2006 10:37 AM
Dan--the man said:

I just hope a few immature people out there don't ruin this for the rest of us.

October 28, 2006 9:50 PM
Zoltan Orc said:

This is exactly the kind of immature attitude that will ruin it to those who would really need this. :(

October 28, 2006 11:55 PM
Ryan said:

There's nothing like timely advise, sprinkled with hope!

I just had the HDD die on my 12" G4 iBook. It was a christmas gift, AppleCare included. Guess who didn't open the AppleCare box until the computer needed help...over two years later.

Apparently you have to "activate" AppleCare, even if you buy it with the computer from the online Apple Store. And yes, they have the purchase record - the AC rep confirmed that for me but was still unable to get the enrollment # through.

So, hey, thanks for the tip...there's hope in them there hills!

October 29, 2006 11:58 AM

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