What is the customary length of time needed to complete a basic repair on a laptop? My Powerbook has been at the service centre since August 29 and I'm starting to get pretty outraged by the delay. I brought it in for a seemingly minor problem - the latch didn't shut properly. I called the Apple hotline about the problem in mid-August and was told my notebook was still covered by Applecare. But when I brought it into the centre at Times Square, I was told by the agent that the repair was not covered and would cost $1600. I called Apple againt to verify, was told that it should be covered and was given a case number that was supposed to pre-authorize the repair.
Not wanting to give that centre any business, I took it to the other one in Hang Lung Centre. I got the same story from the agent there, who said that because of a minor dent on one corner of the bottom case, the latch repair would not be covered. I gave her my case number and informed her that it was already approved by Apple. Two weeks passed, then someone from the centre called me with a quote of $1400 for the repair. She had no knowledge of the authorization and told me to call Apple myself to obtain another "exemption code". I got the damn code for her and was told the repair should take 7-10 days.
Two more weeks passed and no word from the centre. I called to enquire but could only reach a voicemail box through their godawful phone menu. No one returned my message for 4 days. I called again and this time got a message that the voicemail box is full. I then faxed them a note, asking for the status of my repair and CC'd Apple. That was 1 week ago and still no word from anyone!
I'm beginning to feel I have to go to the centre and throw a tantrum. But what a waste of time...