Dear Steve Jobs y Apple

Dear Steve Jobs and Apple:

This is my second deception with you, but now it comes with no satisfaction and I am very angry. This post would be the same with any other company, but it happens to be just with you, between the other many computers I had.

The problem: 2 macbook pro batteries in 2 years.

The story:

It was a year ago, working with my MBP, suddenly the computer turned off, no warning, I lost everything I was doing of course. I thought I run out of battery, but it sound odd that I did not get the message "low power".
I plug the magsafe and turned on again. Battery was at 90%, wow.
I tried to unplug the charger and it only took 5 minutes to turn off again, no warnings, suddenly, as if I removed the battery, brute force. Poor hard drive...

I was not the only one, a lot of people had the same problem.

One year ago I got my mac to the technical support center. It took them 2 weeks to replace the battery (2 weeks!!) but hey, they did that, for free, and they were nice.

More than a week ago the same problem happened again. It shut off again without previous warning. And the battery was almost full. I could not believe it, they gave me the an identical battery.
After doing the SMC reset... nothing. The charge was 100%, I unplug the charger, the charge lowers down to 90% after a minute and then, just like that, flush! it shuts down.

I have to say that after a year, the battery is still new but of course, it is not in warranty period and I knew they were going to say that I had to buy another one, period.

Being said that, I started my crusade. I understood that, since the battery has expiration date, it is useful until it is consumed. It this is the case, I would not have the right to complain about anything. If I were drained the cycles then I should buy a new one, end of story. But this is different, my battery is broken from the manufacturer, it does not work at all. I cannot start the mbp with just the battery.

On Easter, I call Apple technical support and I tell them the story, that it is not in warranty period and that the battery is bad, like the older one. I did not see the reason for the battery not to be replaced since las time with the same failure I was given a new one. (Or so I thought). They tell me I have to go to the authorized technical service (there is no apple retail store in my city). So I did and they tell me that obviously it is broken, but according to their computer the only thing they can do is order a new one and charge me for that, 119€, still do not know if VAT included. They also tell me to insist apple. (They know something I do not?)

Last week I call Apple again, in the morning. A guy tell me the whole story again, it is not in warranty, it has expiration date, blahblah, but he ask me some information and finally tell me I have to go the the authorized technical service and then, they ask for an exception to apple.

I call to the authorized tech and tell them what apple has said: they are who have to ask for an exception and then it would be possible to replace the battery. So they open their application, "I can't do anything, you do not have a CS-code, apple did not authorized that. The only thing that appears here is 'Support denied'". So I think there is a big difference between being able to ask for an exception and denying support... no?

Good.

They tell me that the authorized technical service cannot ask for an exception by themselves. Call apple again.

Again, phone with apple. A kind person pick up the phone that treats me like I am stupid. They repeat me my MBP is not in warranty, with a pedant tone. She interrupt me while I am telling what is happening to my battery. She is saying that they only give software support by phone, and that IT IS MY FAULT the battery is broken. I tell her the battery is like new. She answer batteries get dry!. I think they are programmed to shortcut themselves after one year. I also think that they gave me a brand new battery just came out from the oven.

She tell me she cannot do anything, the exception line has to be asked by the tech service. I tell her the tech service just said Apple has to open a CS-code and without it they cannot do anything. She literally tell me "That is not like that, sir". Well, now I am a liar.

They were starting piss me off, despite they were fooling me, they want to make me sick. But they give me a new piece of information: with a report of broken battery by factory, the tech service could ask for an exception (wow, you never told me that before huh?). I ask then who has to make that report. "Preferably the tech service". I was thinking to do that myself, well, or my colleagues, we can sign technical reports since we are MsC. Anyway, I ask them that if they charge for the report. "Usually they don't".

AGAIN, I call the authorized tech service, again I tell them they can ask for an exception. They tell me "no". OK! It is enough!. I tell them they could do a report of battery broken. "Yeah sure, but it is 1h of work, 50€"!!!!!!!!!! Yeaaah and then I have to pay for the battery because the report has no real value... Then I tell them, as polite as I can, I call apple again.

Apple again: "tech service charge me for the report" Answer: "well, if they are your friends, it is possible they make it for free" Ok then, you seem to be mocking me. Now I am really pissed off. This time they asked me even who have told me about the exception, the CS-code... because it is all wrong. Perfect, they leave me a few alternatives, and I was going to make a formal complain. Then is when they put me on hold, waiting for her boss. The boss, again, tell me the beautiful story about warranty, dry batteries, my fault... etc. Asked me when that battery was replaced (yeah, you have the exact date, I just only know the month, February 2009). "I am sorry, it would be ok if the battery were 1year and 1 week, but with 1year and 1month we cannot do anything for you, if you want it we can provide you the issue number and make a complain". Ok, give me everything, names, birth dates, addresses, size, hair color... damm it!! I am going to the state consumer office. I do not like you mock me, you wasted my precious time.

Two batteries in two years... not even in the worst brands!!!

This was last week and I am still waiting the email with the issue number. Who is the liar? So great, now I have nothing, no issue number, con certification I was talking to apple support...

Well, yeah, I have something, I still have a bad battery (from factory). And a laptop which needs to be always connected to the electrical network.

Today I will going to call again, just to ask for the issue number, please, send it to me.

Chapeu Apple.

PS: FYI, here you have the battery information:

Manufacturer: Sony
Device name: ASMB012
Pack Lot Code: 0000
PCB Lot Code: 0000
Firmware Version: 0110
Hardware Revision: 0500
Cell Revision: 0303
Charge Information:
Charge remaining (mAh): 1250
Fully charged: No
Charging: Yes
Full charge capacity (mAh): 1866
Health Information:
Cycle count: 25
Condition: Check Battery
Battery Installed: Yes
Amperage (mA): 1479
Voltage (mV): 12466