Here is some anecdotal story:
I own a 10 month old Performa which is a lemon (that happens to any company), but the way they handle this minidisaster is like a company going under.
Enclosed is my letter to Better Business Bureau.
Joe
email: jzernik@hsc.usc.edu
October 4, 1996
Los Angeles Better Business Bureau
3400 West 6th Street, #403
Los Angeles, CA 90020
fax (909) 825-6246
Dear Sir/Madam:
I purchased an Apple Performa computer (serial # S0542AA25KV) less than a year ago at the USC Bookstore, which is an Apple dealer. The computer started showing problems right away:
1) The screen would freeze on a regular basis while running a simple built in program such as the audio-disc player for over 10 minutes. I was told this is a typical Performa problem and I was given by the dealer a diagnosing disk, to determine whether that was a mother board problem. The diagnosing disk determined it was not a board problem, but the computer went on freezing anyway.
2) The screen color would change periodically while working. I was told by an Apple technician that is a typical screen board problem
3) The hard disc crashed.
I tried to contact a nearby Apple dealer, but he refused to accept the computer, because he said he could not get the parts for Apple peforma. He recommended that I call Apple and have their service technician come over.
We called Apple about a month ago (case #MLBPN). My wife had to take time off work to wait for the technician. The technician came, he agreed that all the parts listed above need to be replaced, but he had no parts. He left and said he will contact us again when he has the parts. We have never heard from him since then.
I tried to call the service number 1-800-sos-appl, but after spending some time on the phone going through various menus, when you get to the performa help line, you hear a recording: "please call some other time". I tried to contact Apple on the web. After going through some screens, when you try the "contact us" link, you get an error message.
At this point, the computer has not been fully usable for at least half a year out of the 10 months since it was purchased. My warrantee will soon expire. I called my dealer and asked for a refund, but I was told that I could not get that.
I wish you could help me in this regard.
sincerely,
Joe
cc: Customer Relations
Apple Computer
1 Infinity Loop
Cupertino, CA 95014
USC Bookstore
BKS MC 2540
Los Angeles, CA 90089-2540 |
