Anderscht?

Boeser Brief an Apple

Juli 3rd, 2008

Nachdem mein tolles Apple-Produkt den dritten Hardwarefehler erlitten hatte und mein Anruf beim Apple-Support völlig ergebnislos war, habe ich am 23.06 einen Brief nach Irland geschrieben. Bisher noch keine Reaktion. Mal schauen ob Apple den Kunden totschweigen will, oder vielleicht doch noch eine Reaktion kommt.

Dear Sir or Madam,
I am writing to you as a PowerBook G4 customer (serial number: W851****) . Unfortunately I have had two hardware defects, more precisely two lower RAM slot failures. The logic board was exchanged twice: the first time in Germany in August 2005 and the second time in Canada in September 2007.
Since June 2008 the trackpad sensor has been broken. It keeps on reporting high temperature values randomly. As soon as the reported values exceed about 85 degree Celsius the system is put to sleep. system.log says:
Jun 3 16:30:20 userXPB kernel[0]: Power Management received emergency overtemp signal. Going to sleep.
On average this happens 15-80 times a day, sometimes even more than once a minute. Severel times a day the computer won’t even wake up anymore, so I have to take the battery out, wait about three minutes and reboot. All data is then lost! Please see attachment 1. After some research on the internet, I found out that this is a common problem with PowerBooks. Even Wikipedia knows about it: http://en.wikipedia.org/wiki/PowerBook_G4#Quality_issues_2.
You can imagine that I expect a computer priced as highly as 2000 Euro to be fully functional, even after three years. Until this third hardware failure I had been a satisfied Apple costumer convincing many of my friends to do the switch. I hope you will appreciate that my next buy depends on a solution of this problem. Currently I am forced to work on a Dell Windows computer, because I am not willing to pay 250 Euro (top case replace) for a computer with a residual value of only 500 Euro.
Reports on the internet said Apple would repair this defect with a CS Code. During my phone call with costumer support (number 100668*** speaking to Mr Lintu, who encouraged me to write to you) this was denied. So this letter is my final attempt to recieve help on this issue. And to be honest, I will switch back if Apple does not admit this is a common issue and should be covered by an Extension Repair program.
I appreciate your fast response.

Sincerly,
Mathias Wagner

Entry Filed under: IT und Wissenschaft