Hi All,
A few weeks ago I posted a desperate message for help w/MP130 that
suddenly began guzzling batteries like crazy. I tried several of
your helpful suggestions, including power reset and a few other
things, but the little Newt kept acting up.
I ended up calling Apple and thought a few of you might be interested
in what I found out.
Apple sent me to a local dealer to have the Newt looked at. They said
the dealer would be able to tell me if the problem was actually
reparable, and then the dealer would arrange for repair.
The nice gentleman at the dealer had never actually seen a Newton
before, had no idea what to look for, although he spent quite a bit
of time with me looking up possibilities in the Apple repair
database. Of course it had no information other than to try a power
reset.
He then ordered me a Newton adapter from Apple (which arrived in 2
days and cost something like $38.00) and told me that if I sent it in
for service on my own I would save the $30. surcharge the dealer
charges.
So I went home and called Apple again, and then spent about two hours
on the phone, being transferred from department to department,
talking to what seemed to be every single employee at Apple who knows
absolutely nothing about Newtons. I had some lovely conversations,
but most people had no idea why I was transferred to their department.
Finally I hung up, waited until late in the afternoon, and called the
SOS number again. Before they could transfer me to anyone I told the
nice lady that I had been trying all day to arrange hardware repair,
but that I kept getting transferred over to software people who
couldn't help me. She was the same operator I'd had once or twice
already earlier in the day, was embarrassed that no-one had helped me
yet, and personally stayed on the line with me and hooked me up with
a repair tech.
He told me the repair fee was $135.00 plus tax, including round trip
Fed Ex service, and that they'd send me a Fed Ex box in 2 days. They
did, the Newt went flying off to Memphis, and is expected back in 10
days or so, depending on how complex the problem is and what it takes
to fix it.
So that's the update. My recommendation if you need hardware repair
from Apple is to tell them that first thing, before they patch you
through to some other department. I also found that maintaining a
calm tone of voice and not getting excited counted for miles of
assistance from the folks on the phone, whereas I'm sure losing my
temper would have gotten me nothing.
I'll post a final update on the repair results when the Newt gets home.
-- Karen
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