- Report: #1080313
Report - Rebuttal - Arbitrate
Complaint Review: the Apple Store at Country Club Plaza Kansas City, Mo
the Apple Store at Country Club Plaza Kansas City, Mo4712 Broadway St Kansas City, Missouri USA
the Apple Store at Country Club Plaza Kansas City, Mo Refused to repair a MacBook Air computer that was under a valid Apple Care warrantee Kansas City Missouri
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The Apple Store of Country Club Plaza Kansas City refused to test and replace an airport card in a MacBook Air computer that was under an Apple Care warrantee for both service and hardware that I had purchased for $349.00 with the computer on 8/22/12.
My computer would not connect to WIFI. It was subsequently diagnosed by an Apple Care telephone technecian as needing a new airport card.
The Country Club Plaza Apple Store ordered the airport card and then made an appointment for me to come in for installation. At that time I told the clerk that the computer had been on a damp surface in the past and if it was found to have moisture damage, I would pay for the service and parts. I also explained that there was no external sign that it had gotten wet however and that it was working normally otherwise, including accessing the Internet through the modem.
I explained the same information to the technecian Matt at the appointment, ie possible moisture exposure for which I would be responsible and that the Apple Care telphone tech felt that installation of an airport card would solve the problem.
Matt opened the back of the computer and promply pointed out what he described as moisture damage. I did not question his diagnosis, although this moisture damage was too subtle for me to see. At that point he categorically stated that he would not have anything further to do with the computer, despite my willingness to pay for service and parts.
He refused to test it, replace the airport card that the store had obtained, or ship it to another store for repair. He also would not sell the airport card to me or to another store, stating that "we are not in the business to sell parts". He handed me the computer saying that my only option was to personally take it to another computer store, adding that he doubted that they could fix it.
Why did the Apple store procure an airport card for my computer and then call me in for an appointment requiring a 40 mile drive, only to dismiss me without any assistance?
Matt concluded that the computer was probably ruined without doing any testing despite the fact that it functioned normally except for WIFI access and that the Apple telephone tech concluded after testing that it only needed an airport card (which proved to be correct).
I subsequently called the store repeatedly to talk to the the store managers, but they refused to come to the phone.
Fortunately I evenually was able to contact customer Service at Apple Inc, explaining my experience with the Apple Store at Country Club Plaza in greater detail than above. Their service was outstanding in all respects.They promply arranged to have the airport card installed by a repair facility in Pennsylania which corrected the WIFI problem. The entire turn around time for the repair was under 48 hours!
This report was posted on Ripoff Report on 08/29/2013 05:34 PM and is a permanent record located here: http://www.ripoffreport.com/r/the-Apple-Store-at-Country-Club-Plaza-Kansas-City-Mo/Kansas-City-Missouri-64112/the-Apple-Store-at-Country-Club-Plaza-Kansas-City-Mo-Refused-to-repair-a-MacBook-Air-com-1080313. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.
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