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These are just a few experiences we've received over the last week from readers, except for the last post, which we received some time ago. We hope they will help you make a decision on whether to buy extended warranty coverage or take your chances otherwise...

2nd Batch of Followup Notes

Note #1

When I purchased my Powerbook (bronze) recently, I used my VISA credit card. I contacted VISA to find out about their extended warranty policy and was told that you are covered automatically, but if you register with them, you get an official letter of the coverage plus an offer to buy an extended warranty. They offer an extended 3 and 4 year warranty (from the purchase date, so its really either an additional 1 or 2 year policy). Their prices were very reasonable compared to others that I've seen. For a 3 years policy its about $180 (based on a $2500 purchase), and $280 for the 4 year. These are extensions of the standard factory warranty (plus it covers damage due to lightning or powersurges). You can contact them at 1-800-724-7497. You can sign-up for this policy for up to 45 days after you get the letter from VISA about your extended warranty. The program is administered by: National Electronics Warranty Corp. P.O . Box 2894, Great Falls, MT, 59403.. Hope this helps.

Followup Notes

Note #1

FYI: I called Apple Customer Service to trade my 5300 (with a bad AC connector) for the 400 MHz Pismo as per your article and was told the program ended 31 July, 2000. Bummer!

Note #2

I just read your articles on AppleCare and people's experiences. The first story (the UW-Madison Wallstreet owner with a bad AC port) really ticks me off. What are the experiences of other Wallstreet/Lombard owners with bad AC ports, does Apple tell them all this is normal wear and tear? I have a Lombard 333. bought just a year ago, that has been exhibiting intermittent power problems for 3 months now--like the "lightning bolt" showing charging while the machine has been plugged in the entire time. Like your first poster, I depend on my machine--in essence it IS my office. I use it every day, and I carry it with me, plugging and unplugging. What do they expect to constitute NORMAL usage? Use it once a week on a trip? Put it on a desktop and leave it plugged in? Then why buy a laptop, when a low profit margin iMac will do just as well?

I could have bought the iBook (also a lower profit margin), but I bit the bullet and went the extra thousand for the Lombard, thinking Apple would take better care of their professional customers (I got stuck with one of the "tinted" Apple 15" displays that came with the Performa 6115 and of course they didn't fix those, but they WOULD fix the professional 1710 monitors). Did I mention I spent my limited student funds on this? I'm still paying the loan on my Lombard--repairs on it would break the bank, since I'm driving an 8 year old car with 127,000 miles on it and a marginal transmission. While the crowd Apple management runs with can afford broadband cable access, "the Cube" and flat panel displays, I'm just an underemployed recent engineering graduate trying to make my loan payments and pay my elderly Dad's medication bills. I thought I was buying a good quality product that would give long-term value, at least long enough to pay the loans. The Performa is still running like a champ after 5 years--my kids use it for school. A week after my Lombard came in, the port door spring failed. After three months, the three tabs holding the CD bezel to the CD drive broke. The feet fell off. My dialup connection continually crashes, despite multiple clean installs of the system software. I have lived with it, since my Lombard still runs my work software (when I'm not online).

The design of the AC adapter plug simply screams "I'm a lever, I'll put excessive force on the AC port". Using solder alone to hold a critical component subject to external force is an open invitation to failure. In addition, the temperatures these PowerBooks experience might accelerate the crystallization/phase separation of the solder, leading to point defects, stress concentrations and crack propagation. (This is SPECULATION only, the solder joint would have to be sectioned, polished and examined microscopically by a metallurgist to determine). To my mind, this is a design deficiency they have propagated across three model years of professional powerbooks. To exclude it from the AppleCare warranty is an abuse of the trust their customers have. What is the point of purchasing AppleCare? To send an Apple executive out for a nice dinner? If I wanted to do that, I'd give the money to a homeless shelter.

I realize the computer business is all about profit and loss, and the almighty bottom line, but abusing customers has a long-term effect this quarter's balance sheet doesn't measure (which the "dark days" at Apple should have taught them). The reality is, for Apple, their continued success has not come from the new converts to the platform, but from the long-time professional users who convince those new users to buy, who make the recommendations to their supervisors, who defend the MacOS and Apple hardware against the mantra of "but Windows costs less" (a defense I have done for the last 8 years). Candy coating brings in the newbies, reliable performance and REASONABLE support keeps them. If my PowerBook AC port tanks and AppleCare doesn't pay for it, I'll probably be able to afford only a cheap PC laptop, run NetBSD on it and learn to program for Unix/Linux, and another engineer will be lost to the Intel world. Not my idea of fun, but this IS the real world outside Cupertino.

Note #3

I just have one addition to make to your story on the whole Applecare/insurance story. One thing that readers should keep in mind is that if they used a credit card to buy their 'book, they may already have an extended warrantee. I know the VISA I used to buy my Lombard doubles the factory warrantee, so I'm covered for two years. One down and one to go with no problems....knock on wood.

Note #4

I just felt I'd explain CompUSA's Laptop Accessory Kit / Warranty. There are several different options for a laptop.

The primary is the Accessory Kit, which sells for $349.99. It includes 2-year (from date of purchase) comprehensive coverage. That includes the computer plus accidental screen protection (ie, you drop it, you break it, we fix it). It also includes a SmartID, Lost & Found type of service. If the laptop is stolen, hopefully it can be traced through this service. Next, it includes 120-day software and hardware support through Dial-a-Tech. Dial-A-Tech includes Web, eMail, Chat and telephone support for over 200 software applications (including the Mac versions), and the Operating System, and hardware issues. Then, you also get 2-year toll-free hardware support. Lastly, of course this includes 100% parts and labor coverage, with on-site service, carry-in or express-mail service. These services can be purchased seperately, for a 3-year plan also.

The main advantage is the accidental protection that is offered. I'm sure we've heard of to many cases where a machine has been dropped, and suffered severe damage.

As with AppleCare, you basically get a 2-year extension on Apple's 1-year warranty, plus telephone support for the full 3-years. Apple will only cover defects to the product, not accidental damage, or as they call it, "user neglect". Believe me, any Powerbook or iBook.. or repair on virtually any computer product will definately cost atleast the price of, if not more than the cost of any company's service plans, be it CompUSA or Apple's. Repairs and parts are not cheap. Especially those LCD's on laptops. Just recently this guy brought his new PBG3 400 in, he broke the screen.. dropped it. The machine wasn't even two months old, and now he has to purchase a new laptop because repairs are more than the cost of a new one.

I'm a CompUSA salesperson in the Apple Section, if you haven't figured it out already. Just on Monday, I sold 4 iMacs, all with AppleCare, and a G4/450DP with AppleCare also. The state of the Mac at CompUSA #209 in Amherst/Buffalo NY is great! We've got three dedicated Mac-specialists, and there is always one of us in the store at all times. We've also got a good selection of software and hardware products, and a good amount of new units in stock.

If anyone goes to CompUSA and wants to purchase AppleCare, and the salesperson does not know how to do that. Here are the SKU's and prices for it.

Power Mac / Server (+ display) : $249.99 : SKU 272213
iMac : $149.99 : SKU 262228
iBook : $249.99 : SKU 272215
Powerbook : $349.99 : SKU 272216

Note: AppleCare also covers other Apple products such as AirPort Base Station and AirPort Cards that are purchased with a unit.

I guess I'm rambling on to much! Ok.. hope this helped!

Note #5

Hie! I thought that you might like to know how things can work in the "old world", Sweden, Europe. And also I´d like to add some new information to your list of "secrets"; read "construction errors". One bad day in May my PB Wallstreet 292 mhz (M4753) gave up on me, it died. Yes, it was a "dead unit". Pretty soon I could establish that there indeed was a hardware error and I handed it in to my local dealer Core Computer in Stockholm Sweden. They in turn sent it to Apple Swedens repair unit in Amsterdam Holland. I got it back 6 (six!) weeks later, without any excuse or explanation. One rumor hinted that because Holland made it to the semifinals in the European Soccer Championships - she was one of the major contenders for the title and Dutchs are fanatics - nothing was going down in the workshops there. I haven´t been informed as to what really was done to my PB, but to establish that it´s now alive again. In this long time, however, they haven´t bothered to do anything about my internal modem, which had been reported as possibly defective (since then also dead). I have in a letter to my dealer requested an answer on what have gone wrong and if I can hope for some compensation for this totally unexcusable delay, regrettably today 3 weeks later with no answer.

But what about the ”construction error”? To speak in the words of Apple itself in the TIL-article 28500 (http://til.info.apple.com/techinfo.nsf/artnum/n28500): ”There is a known issue where a small piece of shielding near the inside of the case touches the metal part of the AC adapter port.” This small piece or these multiple pieces can be seen as metallic folio hanging loose from the medial aspect of the machine (in point of fact from the sound board) in the rim between the PB plastic case and the AC inlet plug (*). Which was what I saw but you will have to use a good light source to detect the damage that probably arises from the constant plugging and unplugging of the power plug. This ”issue”, ”unofficial” insofar that it is only mentioned en passent and in a benign context, can produce a fairly high risk of shortcircuiting the PB. One user reported at a Maccentric website that his PB indeed fired up. The fault can lead to different symptoms, mostly connected to power failures. My PB was repaired free of charge and I have come to the conclusion from tracking down the prevalence of this fault, mainly at Apple discussion forums, that it is a construction error that Apple unofficially repairs for free in many cases but doesn’t want to go on record about. From what I can deduct however it can be pretty arbitrary as to who will have this repair for free and it might very well get down to what knowledge the local repair unit or serviceman have in this matter. I see signs that there are many users who have been charged.

Original Stories

Story #1

I thought you'd be interested in an experience I am currently involved in getting my PowerBook G3/300 (wallstreet) repaired under the AppleCare plan I purchased in April when the original warranty expired. Additonally there is some amazing infomation that apparently Apple hasn't publicized that I think would be of interest to people considering purchasing AppleCare for their PowerBooks.

I am a Mac computer network and techincal support person for a dept. in the University of Wisconsin Medical School. I also hold a BS in Electrical and Computer Engineering, so I do know a thing or two about electronic design and manufacture.

I purchased a G3/300 Wallstreet in April of 99. Absolutely love it. Toward the end of the warranty period I received an invitation from Apple Computer to purchase an extended warranty (AppleCare) to extend coverage for 2 additonal years for $300. Since PowerBooks are expensive to repair, especially LCD displays, and motherboard replacements, I purchased it. Another consideration was that about 6 months into my ownership of the PB G3, there was a small amount of play developing on the AC power port on the back. I knew this would ultimately fail from the normal stresses involved in plugging and unplugging the power cord.

Well, sure enough, this week the AC port physically failed. Since this occured through normal use (as opposed to abuse or negligence) I called the AppleCare support line to initiate a repair. I was informed that for this port to fail, that I must have abused or dropped the machine. After attempting to explain that this failure occured incidental to normal use, I was still denied coverage. Like most people, I rely on my PowerBook heavily, so I just decided to bite the bullit and take it to one of our local Authorized Apple Service Providers. The AASP technician told me that the fix would probably require motherboard replacement(aparently ASP don't do component level repairs). The other thing the tech told me that this is not an uncommon failure in PowerBooks. I walked in there expecting to pay $10-20 for a small part (AC port) plus the labor to install it. Now I was looking at $600-$800 for what I strongly felt should be something covered by AppleCare.

I got a second opinion from the University of Wisconsin's computer repair facility (also an Authorized Apple Service Provider). They also said the same thing (probable motherboard replacement, and NOT an uncommon occurence in PowerBooks). I called Apple a second time demanding satisfaction. After spending 2 hours on the phone, I offered that I would be willing to pay for replacing the metal AC port on the circuit board as a "wear and tear" item not covered by AppleCare, but not for a motherboard replacement. I thought this was reasonable, and the Apple Customer rep seemed to concur. (at this point I'm expecting to pay a couple hundered as opposed to $600-800). The customer rep transfers me to the repair dispatcher who informs me of Apple's "Flat Rate" repair charge for PowerBooks damaged in the course of normal use. The flat rate charge is $310.00, $160 for parts, $150 for labor and covers EVERYTHING including motherboard replacement (used to be $700) and LCD screen replacement (used to be $950 according to the dispatcher).

So, I'm being charged $310 for this repair and as I write this I realize I received no satifaction from AppleCare. I asked the repair dispatcher if I hadn't had AppleCare, and my PB was out of warranty, if I would still only pay $310 even if my LCD screen or motherboard had failed. He said yes. I then asked him what is the advantage of paying $300 for an AppleCare contract, and perhaps never need it, verses just paying $310 to have a major problem fixed when it actually occurs. The dispatcher said the advantage was that with AppleCare, if anything breaks under normal use, we'll cover it for two years. Of course I had to remind him that my PowerBook broke through normal use and I was forking over another $310 in addition to the $300 I forked over 3 months ago. He didn't have a reponse for this.

The AppleCare contract does have a provison for cancelling, and in my case I will get most of my $300 back (I hope).

THE IMPORTANT THING TO CONSIDER:

The Apple "Flat Rate" repair is a great deal for PowerBooks out of warranty, and not damaged through abuse. I can see no real practical advantage for PowerBook owners to shell out $300 for an AppleCare Plan that in most cases they will never use unless your PowerBook turns out to be a lemon, which you should be able to determine during the original warranty period.

PBZone received this followup later:

Here's a follow up and conclusion to the story. Because my Wall Street couldn't use AC power I was running off a pair of batteries, and using a VST charger to keep them charged. Within a day, the original battery would no longer hold more than a 10 minute charge, then the PB completely died. I sent this battery along with my PB figuring I had nothing to loose.

The pre-paid Airborne Express shipping box arrived Monday, Aug. 7. My Wall Street went back to them the same day. I got my PB back yesterday, Thursday, Aug. 10th. They repaired the AC port on the circuit board, and also repaired or reset the battery so now it seems to hold as much charge as when it was new. I don't think the battery problem would have been covered under AppleCare.

In summary, I am highly impressed with Apple's "Flat Rate" repair service, and equally unimpressed with the AppleCare protection plan. I plan on cancelling AppleCare for a refund within the next few days

Story #2

Three weeks ago, after a very amicable conversation with an Apple technician, it was agreed my 5-month old PowerBook 500 MHz was in need of technical assistance. Two weeks ago I was advised the CPU needed replacing. Last Friday, after numerous phone calls to Repairs seeking an ETA for the replacement part, I was put through to Customer Service but still no ETA was forthcoming. Nor could an explanation for the delay be given. However, and Apple should be commended for this despite being pressured into it, an offer of $250 to off-set rental on a temporary machine was made.

On Wednesday this week, I learned that, given continuing uncertainties regarding an ETA for the new CPU, Apple was prepared to break the usual rules and offer a replacement machine instead. Again, Apple is to be commended. The catch: no guarantees regarding an ETA for delivery beyond the usual 'up to three weeks' time frame. No explanation. Nothing. Apparently this sort of information is considered 'proprietary'. The reality for me, however, was potentially another three weeks without a machine.

After requesting to be referred up the line, it was explained that Customer Service is trained not to raise 'unrealistic' expectations; like a breath of fresh air, I was told a shipment of replacement CPUs was being held up in Customs, but was due any day now, and that the stock of parts for factory built PowerBooks was low. This was precisely the information I needed to respond to the various offers of compensation before me and to plan a contingency for the continued down-time on my $3K+ investment which, up until now had been impossible given the complete inability by Apple to provide a definite time-frame for resolving the matter.

The good news: after several faxes (Customer Service does not give phone numbers) and a frank discussion during which the expectations of both sides of the emerging dispute were aired, it now appears a new machine has become available and is to be shipped either tomorrow or Monday. Once again, Apple is to be commended (figures crossed).

The take-home message:

1) Get an extension on Apple's limited one-year warranty (if a new CPU can give out after 5 months, how long is the replacement likely to last?)
2) When push comes to shove, push as hard as you can (your investment in Apple equipment should not to be treated as subordinate to Apple's strategic interests, regardless of what its frontline Customer Service personnel are trained to have you believe)

Story #3

My Pismo just died without a warning-- it wouldn't even boot. I called Apple technical support and talked to two very courteous and helpful support persons who walked me through a series of diagnostics and fixes. Unfortunately, Junior still wouldn't boot, so the second Apple rep decided to have me send it in for service.

I'd heard the horror stories and figured I was going to be out a machine for a week or so, which, since I am in the middle of several projects, was going to be a real issue. Reinforcing this opinion was the turnaround time quoted by the Apple rep: 5-7 business days (!!!). But what were my options? I decided to send it in for repair.

Wednesday morning, an Airborne Express box showed up. I packed up the ailing Powerbook, called AE, and they were here within 2 hours to pick it up. Meanwhile, I dusted off my old Powerbook 190 and settled in for the long haul.. 5-7 days without my primary computer.

Fast forward if you will to Friday at 11:30 AM: our secretary comes in with *gasp* an Airborne Express Box containing my Powerbook. Yes, they fixed it in 2 days and one of those days was spent in transit between Urbana, IL and Houston, TX. Simply amazing.

Forget what you've heard-- Apple's Customer Service is *exemplary*. Like good engineers, they under-promise and over-deliver. When I mentioned that I was going back to a Powerbook 190, the rep asked me if *it* was running OK (you may recall that the 5300/190 series was beset by problems). Is that quality? You be the judge.