I Ordered a Second MacBook

Last weekend, I ordered a MacBook, my first ever original Apple product. The MacBook arrived earlier than expected, and it was really cool. Today, I ordered my second ever Apple product, the MacBook again. Unfortunately, it wasn’t because I was so impressed with the first that I had to order another, but that there was a defect with the first one and, oddly enough, the fastest way to get it fixed was to buy another. Sadly, my otherwise pleasant experience with Apple has been marred by this hardware defect.

The first MacBook was ordered last weekend. Apple Store said they would ship it out on Monday or Tuesday, and I can expect to receive delivery on Tuesday or Wednesday. The courier was ready to drop it off on Monday, but I wasn’t free, so the delivery was rescheduled to Tuesday. Interestingly, Apple apparently considered Monday as the day the MacBook came into my possession, even though I really only laid hands on it on Tuesday.

So I got the MacBook and excitedly opened it up. I was quite impressed with the “Welcome” that the MacBook greets its new owners with. Microsoft should probably learn a few things from Apple. The initial setup was done, and I was quickly down to business to get the MacBook to do real work.

Then, I noticed the trackpad was slightly warped. The top left corner was jutting out above the top of the surrounding casing’s surface, and the top centre was slightly depressed. The button end of the trackpad was clearly not evenly aligned with the trackpad’s buttons. There was practically no loss of functionality, although I thought the top left corner was slightly less sensitive. Should I just live with this deformity? It’s really not a big issue, but it is annoying when you know it is there, and it’s the kind of problem that will continue to come back to bug you.

Well, since I paid good money for the MacBook, and I have come to expect some quality out of Apple’s product, I decided to give them a call. Interesting that there are no numbers that I could easily find to call about this issue. Yes, I have the Apple Store’s number. But you see, the Apple Store’s interactive voice response gives only these options:

1. Follow-up status of an order. Well, I was trying to report a defective product. I’ve already received my MacBook, I wouldn’t quite consider this following up an order.
2. Buy an iPod and don’t know what else.
3. Buy other Apple products.
4. Dial an extension.

Okay, in the end I chose the option to follow-up status of my order. I explained the issue, and I was directed to visit an Apple service centre for them to verify the problem is real (yeah, in case the customer is lying), so that they can log the case, and then I could call them back to arrange a return.

So that’s what I did. I called back Apple Store and asked about the return. Since it was within 14 days of purchase, I could return for an exchange. It will take about 2 days for the courier to pick up the defective item, and then another 7 to 10 days (and that’s probably “business days”) for them to ship back a replacement. Huh?! But it takes only 1 to 2 days for me to purchase a new MacBook!

Alright, the call centre lady offered an alternative: Return the defective product for a full 100% refund of the purchase price. They will still get a courier to pick up the defective item. But in the meanwhile I could buy the same item again. Yes, even ordering online from the Apple Store.

How cute. If I return for a refund, and re-purchase it again, I “restart” the 1 year warranty. Clearly a better option than to return for a replacement eh?