So much for Apple offering the “Perfect End-User Experience”. I just got off of a 40 minute call with two different CSR’s at AppleCare. The reason for my call was because my PowerBook was now listed as “Case Closed, Returning to Customer” and I was curious to see how it went. For those of you that don’t remember, I had a wobble, a non-flush sitting battery, an excessive amount of heat, and a heat-related crash. When I spoke to the first CSR – his job is to report the status of computer repairs – he told me that “They tested it, but couldnt find a problem. They put the PowerBook to sleep for an hour and let it charge, but it didnt get hot. When I exclaimed, Thats not why I sent it in! and the CSR replied, Yes it was! I then requested a manager, because this needed to be escalated.
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