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AppleCare Hell; Part V – “The Truth Finally Surfaces…”
Posted by: Buzz
Date: January 11, 2006 12:10PM
Twenty-four days after faxing my paperwork to AppleCare, I think I’m finally going to get some sort of meaningful resolution to what was perceived as a simple problem when it started. Boy was I mistaken… Latest new next AppleCare guy is nearly brain dead, as it takes over twenty minutes for him to figure out he’s just supposed to transfer me up to the “Re-Registration Department”. There shouldn’t have been any hassle, but the latest new guy was trying to reinvent the wheel rather than just reading the latest case notes as I repeatedly (and politely) asked him to do. Almost another ten minutes after that to finally get transferred up to the “Re-Registration Department”.

Now it is where it all finally starts to crystallize;
The guy in the “Re-Registration Department” finally starts explaining things in a way that I can grasp… It turns out that not only was the machine a fair bit older than originally represented; it already had a history w/ AppleCare that had not been disclosed!

As I grind through the call, Re-Reg guy [finally] tells that there were five AppleCare incidents on that machine from somebody at the same CUSA store that I bought the MDD from dating back to September 14, 2003! Remember, this is a machine being sold “as new, open box” on October 8, 2004, w/ an AppleCare contract to be registered by CUSA to me, as a condition of sale.

I’m not a rocket scientist, but as an experienced Mac guy myself, I know you have to register AppleCare within one year from when you buy a new Mac (unless AppleCare is auto enrolled at purchase); and clearly, October 8, 2004 was already more than a year after September 14, 2003. Without CUSA re-registering the machine, and updating the sale date, the MDD was obviously not even eligible for AppleCare, regardless of who enrolled it, at the time they sold it to me!

Re-Reg guy implied that there was a little bit of latitude w/ re-registering machines (after all, look at Apple’s own refurb dept) for resellers as large as CUSA, and that within reasonable parameters, the “Re-Registration Department” can make its own accommodations. It was clear that this situation was being directed back to CUSA, because any “latitude” and/or “reasonable parameters” was not being interpreted as still existing by AppleCare, given the true history of the MDD known by CUSA (and AppleCare) prior to their sale to me.

My concerns were now through the roof, and my suspicions were now confirmed; thank goodness my blood pressure medication seems to be working, as…

The saga continues in AppleCare Hell; Part VI
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