This all started in February barely less than a year I have owned a 15in MacBook Pro. I been in contact with the Apple Stores numerous time for repairs to my MacBook Pro 15in Early 2011 model. First repair was a logic board failure due to overheating laptop. The next time the screen experienced dead pixels and that was the second time I took in for a major repair. After I got back my screen the whole laptop appeared to be dropped and thrown around with all sorts of scratches. I complained to the store and the offered to replace my entire casing. I not only had damaged computer casing the screen was oozing liquid.
I proceeded to have another replacement on my computer at an Apple store in Huntington Beach, CA again. The employees showed utter disgust that I caught the damage and were trying to blame it on me. I was smart to have them document the equipment was in excellent cosmetic condition. More problems with the computer overheating so eventually when I returned back from a trip overseas I made my way to an Apple Store in Lincoln Park Chicago, IL. They confirmed that I was then having hard drive repairs this was the forth repair on my system. After getting back the unit it still was running hot and I was getting ready to move towards Everett.
So as soon I get to Everett I took it in to the Alderwood Mall Store in Lynwood, WA. They were even nastier then the store in California or Chicago. Evan was being a complete utter jerk to me in the store when I told him he didn't actually use the computer and did verify that my system was running hot. He did no testing and made things up in the apple case repair. I went to pick up the laptop and there were scratches that I didn't notice in the store and then there was grease all over my keyboard that I had to clean up.
Called Apple Care they wouldn't help me replace the screen even. After having the problems with this computer and being ripped off over 3500 dollars and getting crappy answers that my system is supposed to be burning me and shorting out at the adapter and sparking I notified the BBB. Mind you this was after I started an escalation case to ask for a replacement computer with the constant warranty work not being performed correctly.
Dealing with numerous people in Apple Customer relations for well over 8 hours over the last couple weeks beginning June 12, I was being bounced around so much and no one wanted me to have a working computer. I was working with a representative Chris Smith who then connected me with a Senior CPU Technical Advisor Brandon McQuarie. Than on June 14th Brandon told me to perform a clean Operating System install and confirmed that it was running my CPU at a 100% and being overworked. Brandon than told me that I need a confirmed by Apple hardware failure to get a replacement. Brandon was extremely useless so I called Apple again named Bob Henderson Jr. He continued to support Brandon and Chris. I then proceeded to another representative named Lee Ringler whose title is Apple senior technical support advisor with no success. Asked me to report the safety problems I had with the laptop where I was burned etc and why the computer was sparking. I get a call stating that it was perfectly normal to spark where the computer is plugged in and that overheating is also normal to have burns from the laptop.
I then am dealing with a representative named Dina Bonicelli from Apple Executive Relations. She proceeds to mock me and keeps calling me when I told her that she was utterly useless and needed to listen. Told her she knew nothing about customer service. She was yelling at me on the phone and making fun of my problem. I was disgusted with the attitude i received. She was like I will not give a replacement and would like you to take in your computer for another diagnostic. I told her with all the damage I get on my computer from the Apple Store not happening and that in itself should grant me a replacement. I then emailed Tim Cook CEO of the corporation and the same lady Dina calls me again and says she will not help. I am fed up with all the lack of support and a useless extended warranty and a computer that doesn't perform to the demands it was made for. I asked for a entirely different model that was just released with better ventilation and I can not even have that. I want an entirely different model or a refund and apology from Apple.
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