Tech Hub

From: *** *** ** ***] Sent: Friday, January 20, 1:PMTo: [email protected]: Complaint ID *** ResponseRE: Complaint ID ***Hello,While I understand the customer's frustration with a recurring problem with her computer,
and I certainly sympathize, I respectfully submit that we at Tech Hub did everything we could to fix her issue, all the while following Apple's protocol for repair work, and in fact took extra steps to lobby Apple on her behalf to get her computer repaired out of warranty, as well as to reduce costs for her as much as possible when Apple denied our request.We are an Apple Authorized Service Provider (AASP), and as such must follow Apple's policies to fix their computersAll steps outlined below follow Apple's repair protocol, using their official service portal, repair guides, diagnostic tools, and all replacement parts are provided directly to us from Apple.The customer purchased her computer from Tech Hub on 6/29/15, and did not purchase any extended warrantyHer standard “out-of-the-box” Apple warranty covered failures due to manufacturer defects through 6/29/Also, any repair work performed, and associated replacement parts were warrantied for days from the date of repairThis is Apple's repair warranty term, and also a common industry-standard warranty term for repair work/parts.We first checked her computer into our repair shop on 3/21/The reported issue was that the keyboard and trackpad were not workingBut, we could not replicate the issueWe also ran Apple's diagnostics application, which reported no problemsBecause we could not replicate, and the diagnostics passed, we returned the computer to the customer, as is Apple protocol.She returned her computer to our repair shop on 3/25/This time, we could replicate the problemWe also gave her a loaner computer on 3/25/16, which is something we normally only offer to customers after we cannot meet our 2-business day repair turnaround timeApple's Global Service Exchange (GSX) troubleshooting told us to replace the motherboard (MLB), which we didThe repair was finished, and diagnostics passed the next business day on 3/28/16.On 3/30/16, she returned with her computer, having similar problemsWe used GSX troubleshooting again, which pointed toward a top case replacement since the MLB had already been replaced (the top case includes both keyboard and trackpad.) The top case was replaced, and diagnostics passed on 3/31/16.The MLB, and top case are the only two parts involved in keyboard/trackpad failures, and both had been replaced, tested, and passed diagnostics at this pointThe customer was then in possession of her computer, and did not check it into our repair shop until nearly months later, on 1/12/17, having similar problems againWe have no record that she brought us the computer any time between 3/31/- 1/12/17, or at the start of the school year as she claimsIt’s possible she spoke to someone in store, and we verbally noted to her (correctly) that it was out of warranty and that Apple would have to grant an exception if she wanted a no cost repair, but she did not leave the computer with us for repair at that point, and there is no electronic record of this visitOn 1/12/17, noting that we had already replaced both offending parts, and the computer is now out of warranty, we tried basic no-cost options for repair, such as re-seating cables, etc., but to no availThe customer did not want to pay for an out-of-warranty repair, and she left with her computerWe did also notice in GSX that she visited Apple in December, and they ran diagnostics, which all passedThey must have also denied repairing it for her at no cost at that time, because she then came to us in January.Subsequently, on 1/13/we escalated the issue on her behalf with Apple through a GSX chat in an attempt to get Apple to grant a Customer Service "CS Code" exception, and either provide new replacement parts at no cost, or repair the computer at no cost at an Apple Repair DepotThough we made the arguments that this is the same issue recurring, both parts were already replaced, and that we suspected this to be a "cascading failure" (two parts causing each other to fail in succession, which can be hard to diagnose) Apple did not grant a CS code exceptionFor proof of this, the customer can ask Apple for the GSX history, which will show we made the request in Escalation ID on 1/13/This was a step we were not required to do by Apple policy or warranty, but we felt we should try to do anything we could to get Apple to make an exception, and cover the repair for her.After Apple denied the exception, we offered the customer options: We would fix the computer in our shop, with no labor cost, and no markup on parts, or Process and send the computer to an Apple Depot for repair, also with no labor/markup costsIn either case, she would have needed to cover the base costs though, which are significant, as Apple parts and Depot repairs are not inexpensive.The customer was dissatisfied, and reported this issue to the Revdex.com, emailed us that she was doing so, and also said she was going to contact Apple with the issueWe replied to her with advice that she might want to try asking Apple for a "CS code" exception, and explained that we already argued for one on her behalf, but it was not grantedAs of 1/18/17, Apple GSX reports that her issue as having been fixed by Apple, with a "CS code." We confirmed via GSX chat that the customer was not charged for her repair.We are glad Apple resolved this in the end, and wish they would've granted the CS code exception to us, but we cannot control Apple and force them to do soAs the OEM, Apple - not Tech Hub - warranties the computer, and it is fully up to them whether or not to grant warranty exceptionsWe do offer extended warranty options for purchase with computers - AppleCare, and our own Tech Hub Protection PlanBoth warranties would have covered her throughout this situation, but she did not purchase either, so she was limited to the original out-of-the-box warranty, and subsequent 90-day repair warrantiesAny time she reported issues to us or Apple (even the time she says she visited at the start of this school year) are significantly outside the warranty periods.As an AASP, we must abide by Apple policies and protocols for performing repairs, which we did throughout this situationWe also took the extra steps to lobby Apple for her, offered her repair work with no labor cost or markup, and gave her a loaner computer while we first performed repairs last MarchWe are owned and operated by The Ohio State University, and as such try to look out for students as much as we canWe have done so hereBut, we cannot cover out-of-warranty repair costs for students when they occurWe regret she felt it necessary to report this to the Revdex.com.Sincerely,Chris H.Store ManagerThe Ohio State UniversityTech HubTuttle Garage, Millikin Road, Columbus, OH 43210*** Office614-292-Store

I am rejecting this response because:Tech Hub states they did everything they could, but that is a lie. They can show you their "records" but I went in several times DURING MY WARRANTY where they told me there was nothing they could do or where they said they were going to keep it over breaks (Christmas is a month long and summer is three). I would not have time to drive three hours from my home town to pick a computer that should have been completely fixed from the beginning. The fact is that the problem occurred 5 times in a year and a half. They said they "fixed" it multiple times, even though it kept occurring. I eventually got out on the phone with an apple supervisor who apologized to me that Tech Hub acted this way. I do not wish to receive anything from them, such as my computer being fixed because Apple is a well run company who knows how to take care of their customers. Before I even mentioned a CS code, they were already taking care of it for me. They only reason I brought up a CS code is that I didn't wish to receive a new computer, I just wanted the faulty one from Tech Hub fixed. I just wish for this complaint to be open to the public so no one has to go through the stress and frustration I went through for almost 2 years when this company "did everything they could" initially. Thank you so much.