I have emailed and called the company several times about their returning of my computer to me DOA. All they do is give me the run around about what the issue is, and how it's something with me and not anything they did. I will post the email I sent them first right after I received my computer back from them, I also called & left a message:
On 4/8/09 5:45 PM, "Erika" wrote:
To Whom It May Concern:
At the end of February, I mailed you my 17 Apple Powerbook G4. Other than the screen not being completely lit, there were no other problems with the computers performance. I was able to use the computer with an external monitor and had been doing so since January. Then on February 25, I received an email from your tech stating that the issue with my 17 powerbook G4 was my motherboard. I then called and spoke with the tech and asked how he came up with that diagnosis, as my powerbook was working fine other than the screen not lighting up. (Usually either a backlight issue or an inverter/cable or board issue) He stated that because apples are hard to diagnose that the default diagnosis would be that it was the motherboard until I paid to have further inspections completed. I then informed him that your website states that you will diagnose the issue with the laptop for FREE, regardless of what computer it is. There is no fine print that says that apples are off limits, and as a matter of fact, you flash the mac logo on your website with all the other companies that you so call service. The gentlemen then informed me that he would correctly diagnose the issue and let me know what it was. About a week later I got a call that the issue with my computer was the LCD screen. I chose not to have the screen replaced due to the computer not being worth what a new LCD costs. I received the computer today, it will not boot up.
Now we have a problem. The computer should have been returned to me in the same condition it was when I sent it to you. I paid the fee for the diagnosis, and then I paid a fee for shipping both ways. Now I have a 5 pound paperweight... At least BEFORE I could use the system with an external monitor! Now I can't use it at all!!! I essentially paid $72.49 for you to do damage to my computer. Thanks!!!
Tomorrow I have surgery (Today if you are reading this on Thursday morning). I am not happy at all about my experience with laptop rescue. As a business woman, I understand that happy clients are important if you are hoping to expand and be successful. I fully expect you to take care of this issue promptly and in a way that is satisfactory. You can fully expect me to rave about how wonderful you are if you take care of this issue in the manner in which it needs to be addressed.
Let me know what you expect me to do.
They then sent me this:
On 4/13/09 12:31 PM, "Laptop Rescue" wrote:
Dear Erika, Your laptop was returned to you in the condition that it was received by us. When the determination was done that it was just your LCD that was bad, only the back cover of the LCD was removed. This would not disturb any operating functions of your laptop. Further, the machine did start-up in our facilities after it was reassembled. Your machine did have damage at the power jack area which could be affecting your machine at this time. But when it was in here, it did start and left our facilities with the same symptoms that you sent it to us. Thank you, LaptopRescue.com
The PROBLEM WITH this is that on an Apple Powerbook G4, YOU HAVE to disassemble the computer completely before you even have access to the lcd screen. It is impossible to remove the LCD in the way they are talking about without disassembling the computer. Their TECH even SAID the reason apples are so much harder to dx is because there is more labor intensive work when it comes to dx apples. Here is an email where I confirmed this with an apple tech:
4/17/09 - Brian wrote:
Yes you have to take about the casing to get to the back of the lcd that is the only way
On Apr 17, at 1:19 PM, Erikawrote:
Hey Brian-
This company that I sent my powerbook off to sent it back to me doa. They are trying to say that they diagnosed the "LCD screen" issue by just removing the back of the screen so it "can't" be anything they did. That isn't possible with a mac powerbook is it? You have to take the computer apart right?
Thanks.
Erika
I then sent Laptoprescue this email:
From: "Erika"
Date: Mon, 13 Apr 16:49: 53 0000
To: Laptop Rescue
Subject: Re: Laptop Repair
What am I supposed to do when the machine arrives back to me not starting up? And the computer is charging and powered because under the machine you can see as the batter powers the green lights light up one at a time until they are all lit.
I get this back:
On 4/27/09 11:05 AM, "Laptop Rescue" wrote:
Dear Erika, Your laptop arrived to us with damage around the DC-input jack area. Your adapter would not power on the machine properly, but our in-shop test adapter did. Since you asked for the machine to be returned to you unrepaired, we did not address that issue. Thank you, LaptopRescue.com
I then sent this:
From: "Erika"
Date: Mon, 27 Apr 15:15: 53 0000
To: Laptop Rescue
Subject: Re: Laptop Repair
The computer is charging, so the adapter is working and that's not the problem. The problem is that you sent my computer back to me doa. I'll be posting copies of all your emails on the bbb complaint and also usacomplaints.com. You have jumped from excuse to excuse. Bottom line, you returned my computer doa. I plugged it in, it was charging (you can tell because the place where the cord connects is orange light and because the bottom is green flashing lights showing the ac adapter is charging the battery on the computer, which would not be possible is it was MY adapter or input. Thanks. I'll also be posting the pictures showing you are wrong. Erika
Then I sent this and attached Pictures:
On 4/27/09 11:33 AM, "Erika" wrote:
Here is photographic proof that my computer is charging and holding a charge. Once it is fully charged and the adapter goes from orange to green and all 5 green lights are lit you'll be getting two more. Erika
I have 4 pictures. 2 showing the computer charging where the dc jack plugs in and it lit up orange (charging color) and with 2-3 lights lighting up on the bottom of the powerbook showing the battery charging, and the 2 more pictures where the dc jack plugs in lit up green (charged) and all 5 lights on the battery green, showing a full charge. These photographs show that my computer is charging and it's not my dc input or cord. The service tags are STILL on the computer in the photographs so you can see that it IS the same laptop. Also, I tested the same dc cord on another 15" computer, and it powers the computer up, no problems.
They have ROYALLY screwed me and I have given them opportunity after opportunity to make things right and fix this issue and they have refused.
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