What would you do? Apple laptop fails...

[Smooth]

Hello all,

Need some unbiased advice. Its a bit of a long story:

Earlier this month i was working away on my laptop (apple Macbook Pro) when it started making a strange hissing sound. I removed the laptop from my desk, put it on my lap and put my ear towards it to work out where the noise was coming from.

After the device being on my lap for some 5-10 seconds, I felt a searing burning sensation in one of my legs. It had burnt my leg. Upon flipping the device over the battery was too hot to touch and had bulged its casing considerably. As some of you know I have a serious heart condition with a cadiac pacemaker installed, its very lucky this 'shock' didnt trigger an event with my heart.

Called Apple, had to send through pics of said leg (it was red raw) and battery, case moved on to someone else again and again until last thursday when I emailed Steve Jobs himself at apple. Got a call the next day from someone out of Sydney on his behalf who informed me Apple techs would need to see the device. Its now over a week later and they have said I spilt coffee on the machine (I cant even drink coffee or take any caffine due to my heart) and their resolution is to replace the battery!

Have spoken to a contact who is completing a PHD in electrical engineering and he said the 'phantom spill' had nothing to due with the battery failing and subsequently heating and expanding. It would have damaged other parts first (it hadnt) as the battery is sealed and was operational.

So what should I do? I have never complained about anything in my life... Is a replacement battery good enough a remedy under these extreme circumstances?

Cheers.

[bunburyist]

For me it really depends how bad the burn is as to how strongly you should pursue this.

However, if they've tried to palm you off with (basically a lie) that you spilt coffee on it.....then all bets are off imo. If they want to treat you like a chump....repay the favour.

NB of course, they may have actually found coffee in the machine....did someone else spill some?

Bon chance

[Buch0]

Mate I don't own any apple products besides an older ipod, but I have always understood that apple had great customer service. Maybe this is sliding as their rapid rise continues? Who knows but I have heard stories of people breaking their iphones by simply dropping it on the ground, take it in to one of the apple stores and walk out with a new one.

If I was you I would personally take it into your closest apple store and tell one of the guys there the story about it, you might come across someone who will be willing to help you, or just another prick. Considering the price of the product, I myself would take it in and see what they say when they are face to face with you. Worth a try anyway. Sorry to hear about the mishap though.

[craigos]

Write to Apple with pictures and tell them to replace else you feel compelled to send pics to newspaper and the cost of them dealing with the negative PR will be far cheaper then sending a bloody battery

[Kangaroo495]

I'm wondering what exactly makes them so sure it was "coffee" as opposed to some other liquid...?

[MIKA27]

If you have pictures of the faulty device and your leg damaged, I myself would be inclined to head on over the Apple and request a completely new device.

Perhaps the entire device is faulty/poorly assembled which in turn has caused such a strange incident to occur?

Further to this, perhaps some advice from a solicitor to see if they believe it would be worth looking into the matter legally? (Whats a couple hundred thousand to them?)

Besides...think of all the cigars you could buy!

[thechenman]

Seems like they are trying to brush you aside...maybe you should let them know that you won't stand for that, and threaten to take futher legal action.

[Colt45]

Smooth, if you google apple macbook pro battery, you'll see that the bulging / failing replaceable battery was not a totally uncommon

occurrence (seems to have been rectified with the newer, non replaceable batteries). Some have posted pictures.

Apple knows of the problem......

[android]

Have an attorney write a letter on your behalf!

[PigFish]

I use a MBP too and they get hot. Furthermore the batteries don't last forever and if you keep them plugged in all the time they last even less. The battery is likely the problem and you should buy one with the understanding that if it does not solve the problem you can return it. Furthermore you should reset the pram and the smc.

These days it seems if you don't buy someone's product insurance you are off the radar. Best of luck. -P

[cigcars]

Having LOTS of experience with uncaring big corporations in the States and this because they know most of us don't always have the means or determination to get a lawyer (you'd be surprised at HOW many attorneys are drinking partners with these companies), let me suggest the following: go to your phone book (or internet), get the contact info. for your overseeing government agency in charge of allowing licensing/practice of the Apple outlet that sold you this item: complain to THEM about this dangerous experience you had with that product: This way you have more high powered representation - TOTALLY FREE - in your court. And Apple will be nice and shocked to attention to handle your situation. Oh, they'll do the usual passing the buck, denying culpability, etc. But they WILL have to make some kind of recitification to you - at the government's orders. Even if it's to at least just refund your money. I'm telling you what I've been through time and time again. People don't always have time, money or aggravation of finding an attorney who either won't take you for a ride, make you pay him up front and lose the case anyway, secretly be on your defendant's side, etc. when it comes to high powered companies. That earlier advice from one of our FOH members about bad press in the newspapers also isn't a bad way to go to, in giving it back to the big monied companies who don't give a rat's patoot about their victims/pidgeons/"customers", etc.! Good luck

[rahko]

In the past they have cleverly pointed out that their portable computers are "notebooks" and not "laptops". This was first when their laptops started to get too hot to use on the lap.

In general, I don't get why people feel they're entitled to reparations every time something bad happens. Not to be unsympathetic about your leg, burns are nasty. However, they didn't intentionally hurt you, and even negligence seems far-fetched to me, I would think they too want the batteries to work properly.

Components fail sometimes, it's pretty much impossible to completely prevent this from happening. Replacing the battery is proper of course, but I don't see why the company's responsibility should go much beyond that. Some lawyers may disagree though. I think it comes down to how much harm this has caused you, in what extent Apple could be held responsible, and how much time and energy are you willing to invest pursuing this. I myself would stay out of any sort of courtroom if at all possible, but that's just me.

I find fresh honey works quite well on burns.

[BobLobLaw]

Ok, I am not versed in Australian law or anything like that. Products liability is a very tough standard for manufacturers in the States. I am also not posting as an authority on that just to be clear.

In any case, several questions spring to mind. First, what in your mind do you want/should get out of this? Also consider your damages. Meaning yes you were burned, but did you go to the hospital? Any doctor, how long, how often, how bad was the burn, is there a scar, does it affect your ability to do anything etc . . . Thankfully there were no complications with your pre-existing heart condition, but the fact that there COULD have been a problem does not necessarily mean a whole lot in terms of recovering. So, if there are minimal to no damages then the rest could be somewhat moot in terms of a personal injury type situation.

As for the simple fact that your product broke, you are getting the run around etc I recommend the following:

1) Document everything. If you call, find out who you spoke to, get some type of identification be it full name, id # etc. Jot down the time/date of your call and brief summary. Try to keep as much of your correspondence in writing when necessary. Use that as an opportunity to reference your prior oral conversations. Photograph the burns and keep track of your medical records.

2) Stay cordial and polite throughout. Not only for the catching flies with honey adage, but simply that down the line if you ever need to use your documentation from #1 you can really shoot yourself in the foot if you come off as a jerk. Plus 9 times out of 10 the person you are talking to has little or no control on the outcome.

3) The prior advice about contacting your version of the Better Business Bureau sounds good. I would avoid the threats of mudslinging to the press.

Good luck and keep us informed.

[Ken Gargett]

Hello all,

Need some unbiased advice. Its a bit of a long story:

Earlier this month i was working away on my laptop (apple Macbook Pro) when it started making a strange hissing sound. I removed the laptop from my desk, put it on my lap and put my ear towards it to work out where the noise was coming from.

After the device being on my lap for some 5-10 seconds, I felt a searing burning sensation in one of my legs. It had burnt my leg. Upon flipping the device over the battery was too hot to touch and had bulged its casing considerably. As some of you know I have a serious heart condition with a cadiac pacemaker installed, its very lucky this 'shock' didnt trigger an event with my heart.

Called Apple, had to send through pics of said leg (it was red raw) and battery, case moved on to someone else again and again until last thursday when I emailed Steve Jobs himself at apple. Got a call the next day from someone out of Sydney on his behalf who informed me Apple techs would need to see the device. Its now over a week later and they have said I spilt coffee on the machine (I cant even drink coffee or take any caffine due to my heart) and their resolution is to replace the battery!

Have spoken to a contact who is completing a PHD in electrical engineering and he said the 'phantom spill' had nothing to due with the battery failing and subsequently heating and expanding. It would have damaged other parts first (it hadnt) as the battery is sealed and was operational.

So what should I do? I have never complained about anything in my life... Is a replacement battery good enough a remedy under these extreme circumstances?

Cheers.

lawyers have to eat too. there will be those that work on no win, no fee. off the top of my head here, i'd ring slater and gordon (well known), or shines (i think). a few others. brisbane's most vicious lawyer just happens to be a very good mate - though i don't think he works on 'no win, no fee' - given the latest divorce and the six kids, difficult). further down the track, i could always flick it through to some of the journos at the paper - no idea if they'd be interested. send me a note if you want to go further.

and write yourself detailed notes of everything that has happened. if apple have the machine, get it back asap.

[samb]

Damn, sorry to hear about your misfortune with the Apple. That really is ridiculous that they wont try harder to make amends to you.

[Ken Gargett]

lawyers have to eat too. there will be those that work on no win, no fee. off the top of my head here, i'd ring slater and gordon (well known), or shines (i think). a few others. brisbane's most vicious lawyer just happens to be a very good mate - though i don't think he works on 'no win, no fee' - given the latest divorce and the six kids, difficult). further down the track, i could always flick it through to some of the journos at the paper - no idea if they'd be interested. send me a note if you want to go further.

and write yourself detailed notes of everything that has happened. if apple have the machine, get it back asap.

i should have added i'd go lawyers before papers and that if you go to decent lawyrs, in this area, they'll give you a pretty good idea of your chances - and a lot will come back to injury suffered. they are not going to waste their time if little chance of success or if the return will be minimal.

[Tariacuri]

Google your battery model # and serial number. There is a long history with batt. problems - I went through two at least.

[Shelby07]

Sounds like you are getting a lot of advice to see a lawyer, but my question (which you failed to answer in your original post) is "What do you want?" and "Who have you spoken to?" It sounds as if you have just spoken with the tech dept and they will probably not be in a position to give you anything. They can just diagnose and advise.

Decide what it is that you want. Is it a new battery, a new case, a new computer or a pound of flesh? Then write them a letter and ask them for it. If it's something simple like a battery they may just forward the letter onto a department that can help you.

[LeafLover]

I'd lawyer up

[Shelby07]

I'd lawyer up

Always an option, but be prepared to answer the questions I posed in my last post and pay to have them asked for you.

My opinion on this whole subject about suing at the drop of a hat is that it stinks. I don't know the extent of the injury, but your original post didn't make it sound as if it caused a life changing experience or even triggered a visit to the doctor. It sounded as if you might just be happy with a new battery. You don't give up any rights by asking for what you want in the first place. My feeling is that this world would be a whole lot better if lawyers were the last resort rather than the first.

...but that's just me.

[Colt45]

lawyers have to eat too.

I thought they only drank blood......

[Ken Gargett]

I thought they only drank blood......

that would be the tax office (IRS to you).

[Colt45]

that would be the tax office (IRS to you).

bloodsuckers, cannibals - is there really that much of a difference?

[Ken Gargett]

bloodsuckers, cannibals - is there really that much of a difference?

having worked for several decades as a lawyer, i have a very low opinion of far too many of them but there are some that are genuinely decent and extremely competent people. certainly not enough. but the tax office....

[smokem]

I never sued anyone and I honestly believe looking back I may have had a case or two (especially living in America). I just thank God that none of my injuries were that serious. It annoys me that many people sue (AND WIN) for caes where they were actually at fault (not suggesting that here). But, if I had a product that caused an injury, even minor, and the company wouldn't at least replace the item free of charge, I would consider taking the gloves off.